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Evidence Guide: SIRXPRO002A - Implement product recalls

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

SIRXPRO002A - Implement product recalls

What evidence can you provide to prove your understanding of each of the following citeria?

Respond to customer problems that may require product recall.

  1. Record details of complaint using appropriate communication techniques.
  2. Determine preliminary assessment of risk to public health and safety.
  3. Inform senior management of potential risk to public health and safety according to company recall procedures.
  4. Immediately inform manufacturer or vendor of complaint as required by organisational policy.
  5. Withdraw any products determined to pose immediate risk to public health and safety from sale according to company recall procedures.
  6. Inform relevant public and industry product recall bodies, on confirmation of risk.
Record details of complaint using appropriate communication techniques.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Determine preliminary assessment of risk to public health and safety.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform senior management of potential risk to public health and safety according to company recall procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Immediately inform manufacturer or vendor of complaint as required by organisational policy.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Withdraw any products determined to pose immediate risk to public health and safety from sale according to company recall procedures.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Inform relevant public and industry product recall bodies, on confirmation of risk.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Respond to initial enquiries to clarify nature of product risk.

  1. Detail process for determining risk and role of relevant public and industry product recall bodies.
  2. Investigate and ascertain nature of risk and report to relevant public and industry product recall bodies.
Detail process for determining risk and role of relevant public and industry product recall bodies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Investigate and ascertain nature of risk and report to relevant public and industry product recall bodies.

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

responds to customer complaints in a positive and timely fashion in line with confidentiality requirements, company policy and relevant legislation

interprets and communicates information to customers, supervisors, staff, external stakeholders and business customers

identifies and accesses relevant and accurate information to evaluate potential risks

responsibly and effectively manages recall process for a worksite or recall activity according to company policy

organises, plans or completes recall and withdrawal procedures to recall notices initiated by business, manufacturer or government.

Context of and specific resources for assessment

Assessment must ensure access to:

a sales-oriented work environment

relevant sources of product information

relevant documentation, such as:

policy and procedures manuals

relevant legislation and guidelines.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

third-party reports from a supervisor

written or verbal questioning to assess knowledge and understanding

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Required Skills and Knowledge

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills

literacy and numeracy skills to record and report all actions

analytical and decision-making skills to determine response to customer complaint

planning and organisational skills to administer product recall activities

interpersonal skills to:

communicate with internal and external parties, including consumer groups, media, government bodies, business customers and supplier and individual consumers, including thorough, clear and direct communication

ask questions to identify and confirm requirements

share information

give instructions

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

Required knowledge

Australian Standards and Food Standards Australia New Zealand requirements for product recall procedures

correct reporting procedures

recall process

public liability obligations

implications of differing contract types and contexts

consumer groups and representative bodies

relevant government agencies

relevant commercial law and legislation

rights and responsibilities of all parties

transport, storage and disposal of recalled products

Australian Competition and Consumer Commission (ACCC) provisions

information sources on product and supply arrangements for customers

business policy and procedures affecting job role or function

Work Health and Safety (WHS) aspects of job

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Appropriate communication techniques may include:

using appropriate, open and inclusive language

using languages other than English including local community languages, Indigenous languages and visual languages such as sign language

speaking clearly and concisely

non-verbal communication.

Recall procedures and standards include:

those outlined by Food Standards Australia New Zealand, trade practices legislation and procedure manuals

business operating procedures

relevant Australian Standards for product manufacturer, maintenance, storage, transportation, handling or sale.

Product recall bodies may include:

recall coordinating committee

manufacturer or industry recall committee

Australian Competition and Consumer Commission

Food Standards Australia New Zealand

Australian Food Council

Grocery Manufacturers of Australia

retail, wholesale and distribution bodies

federal and state or territory bodies, including those responsible for health, consumer affairs, industry, science and tourism.

Reports may include:

risk assessment report

customer complaint

nature of contamination

nature of complaint

characteristics of product: fresh food, long-life, grocery, general merchandise, chilled, packaged, unpackaged

police report.

Product recall activities may include:

timing

warnings

insurance issues

consultation with key stakeholders

organising logistics

reporting compliance

claim procedures on recalled products

legal requirements

approvals obtained

impact on business relationships and contractual arrangements.