Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

TLIJ4010 Mapping and Delivery Guide
Implement quality systems and procedures in a dangerous goods workplace

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency TLIJ4010 - Implement quality systems and procedures in a dangerous goods workplace
Description
Employability Skills
Learning Outcomes and Application This unit involves the skills and knowledge required to implement quality systems and procedures to meet customer needs in a dangerous goods (DG) workplace, in accordance with all relevant regulatory requirements, standards and workplace procedures including the current Australian Dangerous Goods (ADG) Code.It includes delivering a quality service to customers (by maintaining services and operations, and dealing with customer complaints), presenting a professional image and presenting a positive company image, in accordance with organisational procedures and requirements.This unit applies to those working in the heavy recovery industry. It does not include salvage operations.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.

As a minimum, assessors must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

As a minimum, assessment must satisfy applicable regulatory requirements, which include requirements in the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so; where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment include:

a range of relevant exercises, case studies and/or simulations

applicable documentation including workplace procedures, regulations, current ADG Code, codes of practice and operation manuals as they apply to the DG industry

relevant materials, tools, equipment and personal protective equipment currently used in industry.
Prerequisites/co-requisites
Competency Field J – Quality
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Deliver service to customers
  • Customer service is provided promptly to meet customer needs, in accordance with organisational procedures
  • Suggestions and complaints are treated positively and politely
  • Opportunities to enhance service quality are identified and used
       
Element: Provide effective customer service on customer site
  • Site procedures are carried out in a timely and professional manner in accordance with organisational requirements
  • Alternative arrangements are negotiated with customers where previously arranged commitments cannot be met, in accordance with organisational requirements
  • Operations and services are provided to satisfy customer delivery, quantity and cost requirements
       
Element: Maintain services and operations
  • Accurate information and advice is given in accordance with organisational procedures
  • Information that impacts on customers and efficiency of operations and services, is passed to appropriate people
  • Factors that may disrupt operations and services are noted and appropriate measures are taken to minimise their effect
  • Systems to monitor quantity, quality, cost and time specification for service product delivery are correctly implemented and maintained
  • Information relating to work activities is confirmed or clarified with appropriate people as required
       
Element: Deal with difficult customer situations
  • Customer complaints are handled courteously in accordance with organisational procedures
  • Nature and details of customer complaint are established and agreed on
  • Action to resolve customer complaint is undertaken in accordance with organisational procedures
  • Unresolved customer complaints are referred to a higher authority
  • Documentation is completed in accordance with organisational procedures
       
Element: Maintain personal presentation standards and present a professional image
  • Company uniform is maintained to present an appropriate image in accordance with organisational requirements
  • Specific presentation requirements are maintained in accordance with organisational requirements
  • Truck and equipment are kept clean, tidy and uncluttered in accordance with organisational requirements
       
Element: Present a positive company image using effective communication techniques
  • Professional ethics are maintained to enhance customer commitment
  • Image and good standing are maintained by taking timely actions with customers in accordance with organisational requirements
  • Effective service environment is created through appropriate communication techniques
  • Communications equipment is used effectively and efficiently in accordance with organisational procedures
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Deliver service to customers

1.1

Customer service is provided promptly to meet customer needs, in accordance with organisational procedures

1.2

Suggestions and complaints are treated positively and politely

1.3

Opportunities to enhance service quality are identified and used

2

Provide effective customer service on customer site

2.1

Site procedures are carried out in a timely and professional manner in accordance with organisational requirements

2.2

Alternative arrangements are negotiated with customers where previously arranged commitments cannot be met, in accordance with organisational requirements

2.3

Operations and services are provided to satisfy customer delivery, quantity and cost requirements

3

Maintain services and operations

3.1

Accurate information and advice is given in accordance with organisational procedures

3.2

Information that impacts on customers and efficiency of operations and services, is passed to appropriate people

3.3

Factors that may disrupt operations and services are noted and appropriate measures are taken to minimise their effect

3.4

Systems to monitor quantity, quality, cost and time specification for service product delivery are correctly implemented and maintained

3.5

Information relating to work activities is confirmed or clarified with appropriate people as required

4

Deal with difficult customer situations

4.1

Customer complaints are handled courteously in accordance with organisational procedures

4.2

Nature and details of customer complaint are established and agreed on

4.3

Action to resolve customer complaint is undertaken in accordance with organisational procedures

4.4

Unresolved customer complaints are referred to a higher authority

4.5

Documentation is completed in accordance with organisational procedures

5

Maintain personal presentation standards and present a professional image

5.1

Company uniform is maintained to present an appropriate image in accordance with organisational requirements

5.2

Specific presentation requirements are maintained in accordance with organisational requirements

5.3

Truck and equipment are kept clean, tidy and uncluttered in accordance with organisational requirements

6

Present a positive company image using effective communication techniques

6.1

Professional ethics are maintained to enhance customer commitment

6.2

Image and good standing are maintained by taking timely actions with customers in accordance with organisational requirements

6.3

Effective service environment is created through appropriate communication techniques

6.4

Communications equipment is used effectively and efficiently in accordance with organisational procedures

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

applying relevant agreements, codes of practice and other legislative requirements

identifying and correctly using equipment, processes and procedures

implementing contingency plans

interpreting and following operational instructions as they apply to the dangerous goods (DG) industry

rectifying a complaint using workplace policy and procedures.

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

current Australian Dangerous Goods (ADG) Code

enhancements available to customers in relation to DG quality service

relevant DG information for relevant workplace

relevant national, state/territory standards, regulations and codes of practice

required level of quality and safety for relevant workplace requirements

requirements of workplace systems and operations, and relevant equipment

role of customer service in company profitability

work health and safety (WHS)/occupational health and safety (OHS) procedures and guidelines relevant to workplace operations

workplace driving and operational instructions.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1

Deliver service to customers

1.1

Customer service is provided promptly to meet customer needs, in accordance with organisational procedures

1.2

Suggestions and complaints are treated positively and politely

1.3

Opportunities to enhance service quality are identified and used

2

Provide effective customer service on customer site

2.1

Site procedures are carried out in a timely and professional manner in accordance with organisational requirements

2.2

Alternative arrangements are negotiated with customers where previously arranged commitments cannot be met, in accordance with organisational requirements

2.3

Operations and services are provided to satisfy customer delivery, quantity and cost requirements

3

Maintain services and operations

3.1

Accurate information and advice is given in accordance with organisational procedures

3.2

Information that impacts on customers and efficiency of operations and services, is passed to appropriate people

3.3

Factors that may disrupt operations and services are noted and appropriate measures are taken to minimise their effect

3.4

Systems to monitor quantity, quality, cost and time specification for service product delivery are correctly implemented and maintained

3.5

Information relating to work activities is confirmed or clarified with appropriate people as required

4

Deal with difficult customer situations

4.1

Customer complaints are handled courteously in accordance with organisational procedures

4.2

Nature and details of customer complaint are established and agreed on

4.3

Action to resolve customer complaint is undertaken in accordance with organisational procedures

4.4

Unresolved customer complaints are referred to a higher authority

4.5

Documentation is completed in accordance with organisational procedures

5

Maintain personal presentation standards and present a professional image

5.1

Company uniform is maintained to present an appropriate image in accordance with organisational requirements

5.2

Specific presentation requirements are maintained in accordance with organisational requirements

5.3

Truck and equipment are kept clean, tidy and uncluttered in accordance with organisational requirements

6

Present a positive company image using effective communication techniques

6.1

Professional ethics are maintained to enhance customer commitment

6.2

Image and good standing are maintained by taking timely actions with customers in accordance with organisational requirements

6.3

Effective service environment is created through appropriate communication techniques

6.4

Communications equipment is used effectively and efficiently in accordance with organisational procedures

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Customer service is provided promptly to meet customer needs, in accordance with organisational procedures 
Suggestions and complaints are treated positively and politely 
Opportunities to enhance service quality are identified and used 
Site procedures are carried out in a timely and professional manner in accordance with organisational requirements 
Alternative arrangements are negotiated with customers where previously arranged commitments cannot be met, in accordance with organisational requirements 
Operations and services are provided to satisfy customer delivery, quantity and cost requirements 
Accurate information and advice is given in accordance with organisational procedures 
Information that impacts on customers and efficiency of operations and services, is passed to appropriate people 
Factors that may disrupt operations and services are noted and appropriate measures are taken to minimise their effect 
Systems to monitor quantity, quality, cost and time specification for service product delivery are correctly implemented and maintained 
Information relating to work activities is confirmed or clarified with appropriate people as required 
Customer complaints are handled courteously in accordance with organisational procedures 
Nature and details of customer complaint are established and agreed on 
Action to resolve customer complaint is undertaken in accordance with organisational procedures 
Unresolved customer complaints are referred to a higher authority 
Documentation is completed in accordance with organisational procedures 
Company uniform is maintained to present an appropriate image in accordance with organisational requirements 
Specific presentation requirements are maintained in accordance with organisational requirements 
Truck and equipment are kept clean, tidy and uncluttered in accordance with organisational requirements 
Professional ethics are maintained to enhance customer commitment 
Image and good standing are maintained by taking timely actions with customers in accordance with organisational requirements 
Effective service environment is created through appropriate communication techniques 
Communications equipment is used effectively and efficiently in accordance with organisational procedures 

Forms

Assessment Cover Sheet

TLIJ4010 - Implement quality systems and procedures in a dangerous goods workplace
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

TLIJ4010 - Implement quality systems and procedures in a dangerous goods workplace

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: