Process orders and despatch products

This unit describes the outcomes required to process orders and despatch goods. This competency is typically performed by operators working either independently or as part of a work teamGeneral workplace legislative and regulatory requirements apply to this unit; however there are no specific licensing or certification requirements at the time of publicationThis unit replaces FPICOT2227A Process orders and despatch products


The unit involves processing orders and despatching products in a forest products factory setting

The skills and knowledge required for competent workplace performance are to be used within the scope of the person's job and authority


Not Applicable

Elements and Performance Criteria



1. Prepare for orders and despatch

1.1. Applicable occupational health and safety (OHS), environmental, legislative and organisational requirements relevant to processing orders and despatching products are identified and followed

1.2. Work order is reviewed and clarified with appropriate personnel

1.3. Orders and consignment documentation are reviewed and checked with appropriate personnel

1.4. Equipment is selected appropriate to work requirements and checked for operational effectiveness in line with manufacturer recommendations

1.5. Despatch schedules are planned and sequenced in line with workplace procedures

1.6. Communication with others is established and maintained in line with OHS requirements

2. Process orders

2.1. Products are selected and orders compiled and completed

2.2. Products for despatch are checked against product knowledge, labels and other identification systems

2.3. Products are sorted and consolidated in line with workplace procedures

2.4. Finished products are wrapped as required and ensuring minimal wastage, in line with order, workplace procedures and environmental requirements

2.5. Order is checked against despatch schedule and order documentation

3. Despatch products

3.1. Workplace records for despatch and product movement are completed

3.2. Load labels and documentation are attached and checked, and loading is organised

3.3. Final check of load labels and documentation is conducted

3.4. Transportation requirements are explained to the driver

3.5. Stock records are updated in line with workplace procedures

3.6. Documentation and equipment faults are recorded and reported to the appropriate personnel

Required Skills

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

Required skills

Technical skills sufficient to use and maintain relevant tools, machinery and equipment; efficiently and safely process orders and despatch products

Communication skills sufficient to use appropriate communication and interpersonal techniques with colleagues and others; locate, record and report information

Literacy skills sufficient to follow legislation, regulations, standards, codes of practice and established safe practices and procedures for processing orders and despatching products

Numeracy skills sufficient to measure, estimate and calculate time required to complete a task

Problem solving skills sufficient to review and identify work requirements; identify problems and equipment faults; demonstrate appropriate response procedures

Required knowledge

Applicable commonwealth, state or territory legislation, regulations, standards, codes of practice and established safe practices relevant to the full range of processes for processing orders and despatching products

Environmental protection requirements, including the safe disposal of waste material and minimisation of carbon emissions

Organisational and site standards, requirements, policies and procedures for processing orders and despatching products

Environmental risks and hazards

Using energy effectively and efficiently

Procedures for processing orders and documentation, including despatch procedures

Products, their construction and packaging

Established communication channels and protocols

Problem identification and resolution strategies, and common fault finding techniques

Types of tools and equipment, and procedures for their use, operation and maintenance

Appropriate mathematical procedures for estimating and measuring, including calculating time to complete tasks

Procedures for recording and reporting workplace information

Evidence Required

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

Overview of assessment

A person who demonstrates competency in this unit must be able to provide evidence that they can safely and efficiently process orders and despatch products in line with organisational requirements

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

The evidence required to demonstrate competency in this unit must be relevant to, and satisfy, all of the requirements of the elements of this unit and include demonstration of:

following applicable commonwealth, state or territory legislative and regulatory requirements and codes of practice relevant to processing orders and despatching products

following organisational policies and procedures relevant to processing orders and despatching products

processing orders and despatching products from the organisational warehouse in line with customer orders

Context of and specific resources for assessment

Competency is to be assessed in the workplace or realistically simulated workplace

Assessment is to occur under standard and authorised work practices, safety requirements and environmental constraints

Assessment of required knowledge, other than confirmatory questions, will usually be conducted in an off-site context

Assessment is to follow relevant regulatory or Australian Standards requirements

The following resources should be made available:

workplace location or simulated workplace

materials and equipment relevant to undertaking work applicable to this unit

specifications and work instructions

Method of assessment

Assessment must satisfy the endorsed Assessment Guidelines of the FPI11 Training Package

Assessment methods must confirm consistency and accuracy of performance (over time and in a range of workplace relevant contexts) together with application of required knowledge

Assessment must be by direct observation of tasks, with questioning on required knowledge and it must also reinforce the integration of employability skills

Assessment methods must confirm the ability to access and correctly interpret and apply the required knowledge

Assessment may be applied under project-related conditions (real or simulated) and require evidence of process

Assessment must confirm a reasonable inference that competency is able not only to be satisfied under the particular circumstance, but is able to be transferred to other circumstances

Assessment may be in conjunction with assessment of other units of competency

The assessment environment should not disadvantage the candidate

Assessment practices should take into account any relevant language or cultural issues related to Aboriginality, gender or language backgrounds other than English

Where the participant has a disability, reasonable adjustment may be applied during assessment

Language and literacy demands of the assessment task should not be higher than those of the work role

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

OHS requirements:

are to be in line with applicable commonwealth, state or territory legislation and regulations, and organisational safety policies and procedures, and may include:

personal protective equipment and clothing

safety equipment

first aid equipment

fire fighting equipment

hazard and risk control

fatigue management

elimination of hazardous materials and substances

safe forest practices, including required actions relating to forest fire

manual handling including shifting, lifting and carrying

Environmental requirements may include:


organisational policies and procedures

workplace practices

Legislative requirements:

are to be in line with applicable commonwealth, state or territory legislation, regulations, certification requirements and codes of practice and may include:

award and enterprise agreements

industrial relations

Australian Standards

confidentiality and privacy


the environment

equal opportunity


relevant industry codes of practice

duty of care

Organisational requirements may include:


organisational and site guidelines

policies and procedures relating to own role and responsibility

quality assurance

procedural manuals

quality and continuous improvement processes and standards

OHS, emergency and evacuation procedures

ethical standards

recording and reporting requirements

equipment use, maintenance and storage requirements

environmental management requirements (waste minimisation and disposal, recycling and re-use guidelines)

Work order is to include:

instructions for filling customer orders

despatch allocation

and may also include:

instructions for the environmental monitoring of work and procedures

environmental care requirements relevant to the work

Appropriate personnel may include:






Orders are to include:

customer orders

organisational requirements

Documentation may include:

order dockets

despatch orders

stock records

tally sheets

delivery records

quality and accounting records

QA forms

load manifests

payment instructions

Equipment may include:



measuring equipment


is the sending out of products relating to an order

Communication may include:

verbal and non-verbal language

constructive feedback

active listening

questioning to clarify and confirm understanding

use of positive, confident and cooperative language

use of language and concepts appropriate to individual social and cultural differences

control of tone of voice

Products may include:


wood panel products

manufactured timber products

Identification systems may include:



bar codes

organisational coding


Load labels are to include:

information about loading requirements, including:

customer details


time of despatch

Transportation may include:

courier companies

trucking companies



Records and reports may include:

documentation listed above together with:

inspection and labelling outcomes

storage locations

quality outcomes



equipment malfunctions

and may be:


computer-based system

other appropriate organisational communication system


Not Applicable

Competency Field

Common Technical

Employability Skills

This unit contains employability skills

Licensing Information

Refer to Unit Descriptor