TLIA1807C - Organise Despatch Operations - Learner Guide
TLIA1807C - Organise Despatch Operations - Learner Guide
TLIA1807C - Organise Despatch Operations - Learner Guide
MC
Armstrong’s
Driver
Education
Learner
Guide
TLIA1807C Organise despatch operations
Contents
What this Learner’s Guide is about ........................................ 5
Planning your learning ........................................................... 6
How you will be assessed ...................................................... 9
Section 1........................................................................................... 11
Organising despatch ............................................................ 11
Section 2........................................................................................... 35
How do you keep accurate storage records?....................... 35
Section 3........................................................................................... 47
Despatch problems .............................................................. 47
This
Learner’s
Guide
is
about
businesses
depending
on
being
able
to
obtain
and
supply
goods
and
services.
In
this
Learner’s
Guide
you
will
look
at
the
kinds
of
things
you
need
to
know
and
understand
when
you
are
dealing
with
getting
and
supplying
services.
A
key
to
the
effective
supply
of
goods
is
warehouse
management.
Unless
the
warehouse
operates
efficiently
the
business
cannot
operate
efficiently.
For
this
reason,
well-‐trained
and
efficient
warehouse
employees
are
very
important
members
of
the
business
team.
This
unit
of
competency
is
from
the
Transport
and
Logistics
Training
Package
(TLI07).
It
is
important
to
plan
your
learning
before
you
start
because
you
may
already
have
some
of
the
knowledge
and
skills
that
are
covered
in
this
Learner’s
Guide.
This
might
be
because:
• you
have
been
working
in
the
industry
for
some
time,
and/or
• you
have
already
completed
training
in
this
area.
Together
with
your
supervisor
or
trainer
use
the
checklists
on
the
following
pages
to
help
you
plan
your
study
program.
Your
answers
to
the
questions
in
the
checklist
will
help
you
work
out
which
sections
of
this
Learner’s
Guide
you
need
to
complete.
This
Learner’s
Guide
is
written
with
the
idea
that
learning
is
made
more
relevant
when
you,
the
learner,
are
actually
working
in
the
industry.
This
means
that
you
will
have
people
within
the
enterprise
who
can
show
you
things,
discuss
how
things
are
done
and
answer
any
questions
you
have.
Also
you
can
practise
what
you
learn
and
see
how
what
you
learn
is
applied
in
the
enterprise.
If
you
are
working
through
this
Learner’s
Guide
and
have
not
yet
found
a
job
in
the
industry,
you
will
need
to
talk
to
your
trainer
about
doing
work
experience
or
working
and
learning
in
some
sort
of
simulated
workplace.
Assessment
of
this
Unit
of
Competency
will
include
observation
of
real
or
simulated
work
processes
using
workplace
procedures
and
questioning
on
underpinning
knowledge
and
skills.
It
must
be
demonstrated
in
an
actual
or
simulated
work
situation
under
supervision.
Section 1
Organising despatch
Section outline
Despatch documentation
Working
with
fellow
team
members
to
see
that
materials
move
efficiently
through
despatch
areas
It
is
important
that
the
quality
of
the
goods
to
and
from
despatch
areas
meet
acceptable
standards.
In
particular
the
despatch
staff
must
understand
the
recording
procedures
that
note
all
stock
deliveries
and
movement
within
the
warehouse.
All
of
these
have
to
be
managed
at
a
high
level
of
quality
and
be
subject
to
quality
control.
Despatch
Despatch
occurs
when
goods
are
delivered
to
or
from
your
warehouse.
During
this
process,
you
and
your
team
have
to
make
sure
that:
• goods
are
handled
properly
• goods
are
taken
to
the
right
storage
area
promptly
and
efficiently
• no-‐one
is
hurt
while
the
goods
are
being
moved
• all
necessary
records
are
kept;
you
may,
for
instance,
have
to
fill
in
forms
or
you
might
have
to
type
or
scan
information
into
a
computer.
Now ask your health and safety officer to help you answer these
questions.
_____________________________________________________
_____________________________________________________
Are there differences between what men and women can be asked
to lift? If so, what are they?
_____________________________________________________
_____________________________________________________
If an accident happens:
________________________________________________
________________________________________________
________________________________________________
_________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
When
goods
are
handled
within
your
warehouse
a
set
of
standard
operating
procedures
will
be
used.
Standard
operating
procedures
outline
the
usual
way
that
things
should
be
done.
Generally
they
are
written
down
in
a
manual
and
often
they
are
displayed
on
special
notices
around
the
warehouse.
Usually
these
things
will
happen
when
deliveries
are
made
and
goods
are
despatched:
• notice
is
given,
usually
by
a
supplier
or
transport
company,
that
a
delivery
is
to
be
made
• correct
staff
and
equipment
are
organised
so
that
loading
or
unloading
can
take
place
• a
truck
will
pass
through
security
• security
will
telephone
the
warehouse
• a
supervisor
at
the
warehouse
will
see
that
the
staff
and
equipment
needed
for
despatch
are
available
and
prepared
• goods
will
be
checked
to
see
that
the
right
numbers
are
present
and
that
they
are
not
damaged
or
unacceptable
for
any
other
reason
• the
supervisor
will
sign
the
relevant
documentation
and
keep
a
copy
of
this
documentation
• a
copy
of
the
driver’s
documentation
will
be
filed
• other
despatch
documents
will
be
prepared,
either
using
despatch
books
or
a
computer
• despatch
documents
will
be
sent
to
a
number
of
offices
and
departments;
this
might
be
done
by
hand
delivery
or
by
computer
• materials
despatched
will
be
removed
to
the
correct
storage
area;
by
hand,
by
trolley,
by
motorised
trolley,
or
by
Forklift.
What procedures listed above are used at your warehouse? (If you
are not sure ask one of your trainers to help you find out what they
are.)
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
List those which are not used and explain why you think they are
not used.
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
When
goods
are
despatched
at
a
warehouse
it
involves
what
people
often
call
‘paperwork’
or
‘documentation.’
Today
automation
and
the
use
of
computers
means
that
information
can
be
recorded
and
sent
quickly
to
the
right
people
and
places.
With
computers,
sending
information
and
records
is
something
that
is
done
in
seconds.
Many
documents
are
used
in
the
despatch
of
goods.
The
main
ones
are:
• re-‐order
notification
• purchase
order
–
stores
copy
• advice
note
• delivery
note
• consignment
note
• internal
packing
note.
Re-order notification
The
re-‐order
notification
is
usually
issued
by
the
stock
record
section,
and
a
copy
is
sent
to
the
purchasing
department
who
will
place
an
order
with
the
supplier.
The
stores
department
will
now
know
that
a
delivery
will
take
place.
The
purchasing
department
is
responsible
for
issuing
stores
orders
and
seeing
that
a
copy
comes
to
the
stores
department
or
warehouse.
The
purchase
order
–
stores
copy
is
usually
a
carbon
copy
of
the
order
placed
on
the
supplier.
This
copy
is
kept
on
file
in
the
store
and
is
used
when
deliveries
have
to
be
checked.
Advice note
The
advice
note
is
issued
by
the
supplier
of
the
goods
ordered
by
the
purchasing
department.
It
is
usually
issued
when
goods
are
despatched
by
the
supplier
and
will
show:
• that
the
order
will
be
delivered
• when
the
delivery
is
to
be
made
• how
it
will
be
delivered.
Delivery note
The
delivery
note
usually
comes
with
the
goods
when
they
are
delivered.
It
usually
tells
what
the
supplier
has
actually
delivered
to
the
store.
The
delivery
note
is
probably
the
most
important
receipt
document
of
all,
and
it
is
the
store
manager
who
must
see
that
he
or
she,
or
someone
he
or
she
delegates,
checks
goods
against
the
list
on
the
delivery
note.
Consignment note
The
consignment
note
is
issued
by
the
carrier
of
the
delivery.
The
consignment
note
is
written
out
when
the
delivery
is
contracted
out
to
a
third
party
for
delivery,
for
example
rail,
post
or
a
carrying
company.
Consignment
notes
will
vary
from
warehouse
to
warehouse,
but
an
example
is
given
below:
An
internal
packing
note
is
used
when
you
carry
out
a
more
detailed
check
of
the
stock
delivered.
You
make
this
check
after
you
remove
the
goods
from
their
outer
containers
such
as
cartons,
drums
or
boxes,
or
you
unload
them
from
pallets.
The
internal
packing
note
lists
what
is
actually
within
each
unit
delivered.
It
should
give
specific
information
about:
• quantity
• types
• sizes
• specifications
• colours
• other
identifying
features.
List records (apart from the delivery docket) that are used at your
warehouse when goods are despatched.
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
If you can, get a copy of each of the various kinds of forms that are
used and attach them to this page.
The
following
is
an
example
of
a
set
routine
for
receiving
material
into
a
warehouse:
• set
time
slot
for
receiving
goods
(avoid
receiving
unannounced
goods,
if
possible)
• allocate
the
arriving
vehicle
to
an
unloading
point
• brace
the
trailer
before
unloading
for
safety
and
security
• check
load
seals,
record
their
numbers
and
note
any
that
have
been
tampered
with
• unload
• check
numbers
carefully
while
unloading
• see
that
numbers
tally
with
the
shippers
notes
(sometimes
you
will
also
have
to
tally
against
purchase
orders,
delivery
notes
or
advance
notices)
• record
discrepancies
and
note
if
numbers
are
over
or
under
and
tell
if,
and
how
many
goods
are
damaged
• photograph
anything
that
looks
suspicious
• carry
out
appropriate
quality
control
checks
• assign
stock
to
appropriate
place
or
places.
Above
all
it
is
essential
that
you
always
count
twice
before
signing
once.
This
example
might
be
used
with
either
a
manual
or
a
semi-‐automated
despatch
system.
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
Explain what procedures you could put in place to see that loss,
pilferage, theft and damage are kept to a minimum.
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
A
damage
report
must
record
any
disposal
method
used
with
proof
that
an
authorised
person
or
persons
has
instructed
this
disposal.
If
goods
do
not
arrive
it
is
important
that
the
carrier
be
told
immediately
and
in
writing.
Send
a
message
by
fax
or
email
and
confirm
it
with
a
letter.
If you do not do this the carrier may not accept responsibility.
The
damage
or
shortage
report
is
filled
out
in
quadruplicate
(that
is,
an
original
with
three
copies).
Copies
should
go
to
the
carrier,
the
supplier,
the
invoice
department
and
one
copy
stays
in
the
warehouse.
The
way
goods
are
dealt
with
when
they
are
despatched
is
called
a
stock
despatch
procedure.
Stock despatch
Let
us
take
a
closer
look
at
each
step
in
the
stock
receipt
cycle.
Orders
will
be
received
by
mail,
phone,
fax,
email
or
similar
method
listing
requirements
such
as:
• order
number
• product
code
• condition
(saleable,
unsaleable,
quarantine,
or
damaged)
• quantity
• delivery
date/time
• delivery
address
• special
instructions.
Transport planned
Once
the
order
has
been
received
it
is
usually
advisable
to
give
as
much
notice
as
possible
to
the
transport
company
about
the
size
of
the
load,
loading
time,
delivery
instructions,
time
slot,
etc.
The
details
listed
in
the
Notification
of
despatch
requirements
are
entered
into
the
computer
to
raise
a
picking
slip
which
is
then
printed
and
sent
to
the
warehouse.
The
picking
slip
will
list
the
allocations
in
the
warehouse
that
the
storeperson
must
select
the
stock
from.
Upon
receiving
the
picking
slip
in
the
warehouse
the
storeperson
then
picks
the
quantity
of
goods
from
the
warehouse
locations
which
are
both
detailed
in
the
picking
slip.
Depending
on
the
size
of
the
warehouse,
a
picking
slip
may
have
full
pallet
quantities
to
be
selected
from
the
bulk
area,
cartons
to
be
selected
from
the
order
picking
or
lose
‘inners’
to
be
picked
from
a
split
case
area.
Alternatively
a
picking
slip
can
be
divided
up
into
the
various
areas
of
the
warehouse.
Goods checked
At
this
point
the
goods
are
checked
by
a
checker
or
trainer.
This
process
is
much
the
same
as
for
incoming
freight
which
is
checked
for:
• correct
product
• correct
quantity
• correct
condition
• no
damages,
wet
goods,
spillages
• correctly
stacked
for
transport
• correctly
branded.
Once
goods
have
been
checked
they
are
loaded
onto
the
transport
vehicle
and
the
picking
slip
is
confirmed.
Upon
confirming
all
details
on
the
picking
slip
this
will
automatically
adjust
the
stock
records
and
a
delivery
note
is
printed
which
lists
all
of
the
details
that
appeared
on
the
picking
slip
as
well
as
the
transport
company’s
name,
times,
etc.
The
goods
are
delivered
by
the
transport
company
to
the
destination
and
within
the
time
frame
noted
on
the
delivery
note.
It
is
the
driver’s
responsibility
to
ensure
that
goods
are
delivered
in
good
condition
and
to
obtain
a
legible
signature
from
the
receiver
to
confirm
this.
Special deliveries
Sometimes
goods
are
delivered
at
unusual
times
or
in
unusual
ways.
For
example,
large
items
might
require
a
special
kind
of
truck
which
can
only
be
on
the
road
at
certain
times.
When
something
like
this
happens
you
will
have
to
make
special
arrangements.
Special handling
Some
products,
because
they
are
big,
heavy
or
potentially
dangerous,
require
special
and
expert
handling.
Chemicals
and
explosives,
for
instance,
will
require
special
attention.
Internal transfers
Internal
transfer
is
the
term
used
for
moving
stock
from
one
location
to
another
within
the
warehouse.
Each
transfer
must
have
the
following
details
recorded
in
the
stock
control
system
as
a
means
of
controlling
all
movements:
• transfer
reference
number
• date
of
transfer
• product
code
• product
description
• product
date
• where
it
is
from
• where
it
is
going
• quantity
on
pallet.
The
internal
transfer
is
the
standard
document
used
to
transfer
stock.
An
example
of
an
internal
transfer
sheet
is
shown
on
the
next
page.
Like
all
warehouse
forms
this
one
will
be
numbered
and
dated
and
will
probably
also
note
the
delivery
time.
Section 2
Section outline
Inventories
Stock control
Inventory systems
Inventory,
which
is
also
known
as
a
database
or
a
stock
record,
is
a
record
of
all
goods
kept
in
a
particular
place.
An
inventory
lists
the
stock
that
is
in
store
and
available
for
sale
and
despatch.
For
efficient
operation
of
any
warehouse
the
inventory
must
be
accurate
and
up
to
date.
Systems
for
adding
to
or
removing
from
an
inventory
must
be
in
place.
Similarly
there
must
be
systems
for
checking
the
accuracy
of
the
inventory.
Inventories
can
be
kept
manually.
In
most
businesses,
however,
it
is
now
much
more
common
for
inventories
to
be
kept
within
computer
systems
which
are
linked
to
accounts
and
sales
departments
some
distance
from
the
warehouse.
Using
a
computer
system
it
is
now
possible
for
sales
staff
to
check
the
availability
of
some
products
in
several
different
warehouses.
They
can
tell
where
a
product
is
stored
and
place
an
order
with
the
nearest
appropriate
supply
depot.
The
computer
system
can
then
make
sure
that
everybody,
the
despatch
staff
at
the
warehouse,
the
carrier,
the
accounts
department
and
so
on,
is
informed.
The
computer
system
also
generates
all
the
appropriate
documentation
such
as
picking
slips,
consignment
notes
and
invoices.
The
computer
system
will
also
be
programmed
to
look
for
things
that
might
have
gone
wrong.
If
an
order
cannot
be
completed
because
a
product
isn’t
where
the
inventory
says
it
should
be,
an
operator
in
the
warehouse
will
record
this
into
the
computer,
and
the
computer
system
will
notify
everyone
who
needs
to
know
including
the
ordering
department
and,
if
necessary,
the
security
section.
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
__________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
Input information
In
maintaining
an
inventory
there
has
to
be
a
system
in
place
to
allow
for
the
accurate
addition
of
new
information.
All
this
is
true
unless,
for
some
reason,
the
stock
counts
made
on
receipt
and
despatch
have
been
inaccurate.
To
deal
with
this
situation,
businesses
organise
actual
counting
of
the
products
held
in
a
warehouse
or
storage
depot.
This
counting
is
called
stocktaking
and
will
be
carried
out
regularly.
Some
businesses
stocktake
yearly,
some
stocktake
monthly,
while
others
stocktake
even
more
regularly
and
may
even
do
daily
stocktakes.
Stocktakes
can
be
either
full
stocktakes,
when
everything
in
the
warehouse
is
counted
and
checked
against
the
inventory,
or
partial
when
only
the
items
in
one
section
of
a
warehouse
are
counted
and
checked
against
the
inventory.
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Extract information
Extracting
information
from
an
inventory
is
generally
simpler
when
the
inventory
is
on
computer.
Nowadays
most
people
can
be
trained
very
quickly
to
use
computerised
inventory
systems
which
they
can
access
in
a
number
of
ways.
They
can,
for
instance,
refer
to
a
product
by
name,
or
they
can
refer
to
it
by
a
catalogue
number,
or
bar
code.
No
matter
how
effective
the
computer
program,
there
will
be
times
when
visual
inspections
are
appropriate.
This
is
certainly
true
when
theft
or
pilferage
is
suspected.
It
is
also
necessary
to
check
that
accurate
information
has
been
entered
into
the
computer.
Any
inventory
program
will
then
immediately
provide
this
kind
of
information
about:
• where
a
product
is
• what
numbers
there
are
of
the
product.
Attached
to
the
inventory
program
there
will
be
an
order
program
which
can
be
used
to
have
the
product
made
available
for
immediate
delivery.
The
stocktake
is
the
means
of
identifying
stock
discrepancies
and
must
be
undertaken
under
carefully
controlled
conditions.
For
an
effective
stocktake
the
following
rules
should
be
followed.
• Appoint
teams
of
two
to
stocktake
various
areas
within
the
warehouse
–
make
sure
that
at
least
one
member
from
each
team
is
from
another
area
or
department.
• Get
appropriate
stock
records
and
make
sure
they
are
given
to
the
appropriate
teams.
• Bring
teams
together
to
give
them
instructions
on
how
they
are
to
stocktake.
• Stress
that
goods
must
be
seen
to
be
counted.
• Use
inspection
sheets.
• Do
not
allow
outsiders
into
areas
where
a
stocktake
is
being
undertaken.
• Persons
engaged
in
a
stocktake
must
sign
all
sheets
at
the
conclusion
of
the
stocktake.
• All
discrepancies
must
be
recorded
and
reported.
• Notes
must
be
made
of
all
damaged
or
spoiled
goods.
Produce reports
After
a
stocktake:
• the
inventory
must
be
updated
• investigations
must
be
launched
if
criminal
activity
is
suspected.
The
person
responsible
for
the
stocktake
must
report
to
management
on
all
irregularities.
He
or
she
should
also
be
able
to
suggest
appropriate
ways
for
dealing
with
any
difficulties
that
emerge.
Auditors’ checks
Auditors
have
the
right
to
ask
to
see
any
record,
any
piece
of
equipment
or
any
goods
belonging
to
a
business.
Part
of
an
audit
will
always
be
a
check
of
materials
held
in
store
and
this
is
usually
done
on
a
random
or
spot
check
basis.
The
auditor,
for
instance,
might
note
that
the
inventory
says
there
are
twenty-‐four
boxes
of
a
particular
product
in
a
store
and
will
ask
to
be
shown
these
boxes.
An
auditor
can
also
ask
to
have
a
shipping
container
opened
in
order
to
check
that
it
contains
the
goods
the
inventory
says
it
contains.
If
the
auditor
is
not
satisfied
with
the
results
of
these
spot
checks
he
or
she
can
demand
a
full
and
closely
controlled
stocktake.
The
auditor
may
also
demand
that
outside
stocktaking
clerks
are
brought
in
to
work
on
the
stocktake.
Write brief notes to answer the following questions. For help refer
to the text.
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What is a stocktake?
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Section 3
Despatch problems
Section outline
Despatch problems
Staff
who
lack
the
appropriate
skills
can
sometimes
have
trouble
identifying
the
products
that
are
needed
to
fill
an
order.
If
they
are
without
suitable
supervision,
they
can
pick
wrong
products,
and
again,
if
there
is
not
controlled
supervision,
orders
can
be
packaged
and
despatched
without
anyone
noticing
that
mistakes
have
been
made.
The
answer
here
is
plainly
to
make
sure
that
proper
training
takes
place,
and
that
there
is
adequate
supervision.
Despatches
have
to
be
made
and
there
are
not
enough
workers
available
to
carry
out
the
work.
This
can
occur
for
a
number
of
reasons.
Illness
is
one.
Another
might
be
that
for
some
reason
such
as
training,
workers
have
left
the
job.
Stock shortage
Stock
shortage
is
a
common
despatch
problem.
Orders
come
in
and
there
is
not
enough
stock
on
hand.
There
can
be
many
reasons
for
this.
Deliveries
may
have
been
delayed
because
of
weather,
because
of
transportation
problems
or
industrial
action.
Then
there
may
be
stock
shortage
following
an
unexpected
rush
on
a
certain
product.
You
can
probably
think
of
examples
from
recent
experience
in
your
warehouse.
Equipment
breakdowns
can
also
interfere
with
the
supply
of
goods.
Computer
breakdowns,
though
not
common,
do
occur
and
cause
major
problems.
The
breakdown
of
other
equipment
can
also
cause
despatch
problems.
Again
you
will
probably
be
able
to
remember
cases
that
have
happened
recently
in
your
own
warehouse.
Backlogs
Despatch
problems
of
all
kinds
cause
unfinished
work
or
are
called
‘backlogs’.
Make a list of the major despatch problems you have noted in your
warehouse over the past two weeks.
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What steps might be taken to see that difficulties like the ones
you’ve talked about are handled efficiently if they happen again?
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Additional
resources
Paper
based:
• workplace
reports
• issues
arising
from
meetings
and
day-‐to-‐day
work
• flowcharts
used
in
the
workplace
to
describe
work
processes
• discussions
with
teams
• quality
manuals,
SOPs,
etc.
Feedback on
activities
The responses provided in this section are suggested responses.
Because every workplace is different, your responses may vary
according to your specific workplace procedures, the equipment
available and the nature of the business.
If an accident happens:
Check that the trolley is in good order and use it with proper care.
Knives must be sheathed when not in use. You should always cut
away from your body.
They may be too accessible (and too easy to make changes to).
Have stocktakers work in pairs with one always from another area
or department.
Your answers will depend on the problems you identified but may
include:
training
supervision
better communication