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

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

 

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

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

Deliver service to customers

  1. Customer service is provided promptly to meet customer needs, in accordance with organisational procedures
  2. Suggestions and complaints are treated positively and politely
  3. Opportunities to enhance service quality are identified and used
Customer service is provided promptly to meet customer needs, in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Suggestions and complaints are treated positively and politely

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Opportunities to enhance service quality are identified and used

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Provide effective customer service on customer site

  1. Site procedures are carried out in a timely and professional manner in accordance with organisational requirements
  2. Alternative arrangements are negotiated with customers where previously arranged commitments cannot be met, in accordance with organisational requirements
  3. Operations and services are provided to satisfy customer delivery, quantity and cost requirements
Site procedures are carried out in a timely and professional manner in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain services and operations

  1. Accurate information and advice is given in accordance with organisational procedures
  2. Information that impacts on customers and efficiency of operations and services, is passed to appropriate people
  3. Factors that may disrupt operations and services are noted and appropriate measures are taken to minimise their effect
  4. Systems to monitor quantity, quality, cost and time specification for service product delivery are correctly implemented and maintained
  5. Information relating to work activities is confirmed or clarified with appropriate people as required
Accurate information and advice is given in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Deal with difficult customer situations

  1. Customer complaints are handled courteously in accordance with organisational procedures
  2. Nature and details of customer complaint are established and agreed on
  3. Action to resolve customer complaint is undertaken in accordance with organisational procedures
  4. Unresolved customer complaints are referred to a higher authority
  5. Documentation is completed in accordance with organisational procedures
Customer complaints are handled courteously in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Nature and details of customer complaint are established and agreed on

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Unresolved customer complaints are referred to a higher authority

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Documentation is completed in accordance with organisational procedures

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Maintain personal presentation standards and present a professional image

  1. Company uniform is maintained to present an appropriate image in accordance with organisational requirements
  2. Specific presentation requirements are maintained in accordance with organisational requirements
  3. Truck and equipment are kept clean, tidy and uncluttered in accordance with organisational requirements
Company uniform is maintained to present an appropriate image in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Specific presentation requirements are maintained in accordance with organisational requirements

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Present a positive company image using effective communication techniques

  1. Professional ethics are maintained to enhance customer commitment
  2. Image and good standing are maintained by taking timely actions with customers in accordance with organisational requirements
  3. Effective service environment is created through appropriate communication techniques
  4. Communications equipment is used effectively and efficiently in accordance with organisational procedures
Professional ethics are maintained to enhance customer commitment

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Effective service environment is created through appropriate communication techniques

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

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

Completed
Date:

Teacher:		 Evidence:

 

 

 

 

 

 

 

Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Evidence Guide

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

Required Skills and Knowledge

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.

Range Statement

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.