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

TLIX0014X Mapping and Delivery Guide
Manage customer focussed supply chain

Version 1.0
Issue Date: May 2024


Qualification -
Unit of Competency TLIX0014X - Manage customer focussed supply chain
Description
Employability Skills
Learning Outcomes and Application This unit of competency describes the skills and knowledge required to manage a customer focussed supply chains. It includes identifying supply chain relationships, establishing a customer service plan, ensuring customer engagement in the supply chain and reviewing customer focussed supply chain outcomes.A customer focused supply chain aims, with the use of digital technology, to enhance the customer's overall satisfaction with the products and/or services on offer. Collaborative relationships are established up and down the supply chain with everyone linked, through technology, to the customer. The unit is applicable to those with management or team leadership responsibilities within a supply chain.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.

Assessors must hold credentials specified within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must satisfy the Principles of Assessment and Rules of Evidence and all regulatory requirements included within 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 must include access to a range of

exercises, case studies and/or other simulations

materials and tools including digital supply chain equipment used in industry

documentation including organisational policies and procedures, industry standards, regulations, codes of practice, operational manuals and equipment specifications.

Prerequisites/co-requisites
Competency Field X - Logistics
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: Identify supply chainrelationships
  • Stakeholders, customer relationships and the flow of information throughout the supply chain are mapped
       
Element: Technology used to maintain a customer focussed supply chain is confirmed
       
Element: Level of responsibility and authority to manage a customer focussed supply chain is confirmed
       
Element: Establish customer services plan
  • Customer needs and requirements are identified to determine products and services
       
Element: Fulfillment model, including delivery options for customer purchases, is determined
       
Element: Customer services plan, including Key Performance Indicators (KPIs), is aligned to the supply chain's business strategy
       
Element: Policies, procedures, processes and data requirements to support the customer service plan are implemented
       
Element: Customer services plan and KPIs are communicated to supply chain stakeholders
       
Element: Ensure customer engagement
  • Two way real time communication is maintained with customers, using approved methods and tools
       
Element: Customer support, including digital onboarding processes and procedures, is monitored
       
Element: Data from customers and suppliers' is collated and analysed, in accordance with supply chain procedures
       
Element: Customer feedback and complaints, including returns, are tracked and resolved, in accordance with customer service policies and procedures
       
Element: Supply planning and demand forecasting is monitored using approved methods and tools
       
Element: Reviewcustomer focussedsupply chainoutcomes
  • Customer service plan and KPIs are reviewed, in consultation with supply chain stakeholders
       
Element: Report on customer focussed supply chain outcomes is prepared and presented to approved stakeholders
       
Element: Continuous improvement actions that support a customer focussed supply chain are documented
       


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.

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

aligning customer service plan to supply chain’s business strategy

collating and analysing customer and suppliers' data

confirming fulfilment model including customer delivery options

determining stakeholder, customer relationships and flow of information

documenting continuous improvement actions

ensuring policies, procedures, processes and data requirements are aligned to the customer service plan and customer focussed supply chain outcomes

establishing and communicating customer service plan and Key Performance Indicators (KPIs) to stakeholders

identifying customer requirements

maintaining customer support including digital onboarding processes and procedures

monitoring supply planning and demand forecasting using approved methods and tools

reviewing and reporting on customer service plan and KPI outcomes

tracking and addressing customer feedback and complaints including returns

using two way real time communication methods and tools

working with digital technology in supply chains.

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

circular economy principles in relation to addressing sustainable practices in customer focussed supply chains

continuous improvement principles

customer focussed supply chains

customer requirements

customer service plans and Key Performance Indicators (KPIs)

customer support including digital onboarding processes and procedures

data collation and analysis

demand and supply forecasting methods and tools

digital technology used in supply chains

fulfillment models and delivery options

methods for customer engagement

policies, procedures and processes for a customer focussed supply chains

resolution methods for customer feedback, complaints and returns

review and report requirements

stakeholder, customer relationship and flow of information mapping

stakeholders in digital supply chains

supply chain’s business strategy

two way communication methods and tools.

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.

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

Non-essential conditions may 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
Stakeholders, customer relationships and the flow of information throughout the supply chain are mapped 
 
 
Customer needs and requirements are identified to determine products and services 
 
 
 
 
Two way real time communication is maintained with customers, using approved methods and tools 
 
 
 
 
Customer service plan and KPIs are reviewed, in consultation with supply chain stakeholders 
 
 

Forms

Assessment Cover Sheet

TLIX0014X - Manage customer focussed supply chain
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

TLIX0014X - Manage customer focussed supply chain

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: