Level 2 NVQ in Warehousing and Storage (1009)

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1 Level 2 NVQ in Warehousing and Storage (1009) Candidate logbook QCA number - 500/4022/4 June 2008 Version 1.0

2 About City & Guilds City & Guilds is the UK s leading provider of vocational qualifications, offering over 500 awards across a wide range of industries, and progressing from entry level to the highest levels of professional achievement. With over 8500 centres in 100 countries, City & Guilds is recognised by employers worldwide for providing qualifications that offer proof of the skills they need to get the job done. City & Guilds Group The City & Guilds Group includes City & Guilds, ILM (the Institute of Leadership & Management) which provides management qualifications, learning materials and membership services, NPTC which offers land-based qualifications and membership services, and HAB (the Hospitality Awarding Body). City & Guilds also manages the Engineering Council Examinations on behalf of the Engineering Council. Equal opportunities City & Guilds fully supports the principle of equal opportunities and we are committed to satisfying this principle in all our activities and published material. A copy of our equal opportunities policy statement Access to assessment and qualifications is available on the City & Guilds website. Copyright The content of this document is, unless otherwise indicated, The City and Guilds of London Institute 2008 and may not be copied, reproduced or distributed without prior written consent. However, approved City & Guilds centres and learners studying for City & Guilds qualifications may photocopy this document free of charge and/or include a locked PDF version of it on centre intranets on the following conditions: centre staff may copy the material only for the purpose of teaching learners working towards a City & Guilds qualification, or for internal administration purposes learners may copy the material only for their own use when working towards a City & Guilds qualification the Standard Copying Conditions on the City & Guilds website. Please note: National Occupational Standards are not The City and Guilds of London Institute. Please check the conditions upon which they may be copied with the relevant Sector Skills Council. Publications City & Guilds publications are available on the City & Guilds website or from our Publications Sales department at the address below or by telephoning +44 (0) or faxing +44 (0) Every effort has been made to ensure that the information contained in this publication is true and correct at the time of going to press. However, City & Guilds products and services are subject to continuous development and improvement and the right is reserved to change products and services from time to time. City & Guilds cannot accept liability for loss or damage arising from the use of information in this publication. City & Guilds 1 Giltspur Street London EC1A 9DD T +44 (0) F +44 (0)

3 Level 2 NVQ in Warehousing and Storage (1009) Candidate logbook June 2008 Version 1.0 Level 2 NVQ in Warehousing and Storage (1009) 1

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5 Contents 1 About your candidate logbook Contact details Introduction to the logbook 6 2 Information for NVQ candidates 7 3 Candidate recording forms 11 4 Candidate résumé 12 5 Skill scan/initial Assessment 13 6 Expert/Witness Status list 14 7 Individual action plan 15 8 Summary of achievement 16 9 Qualification structure 18 Unit 101 Maintain health, safety, and security in logistics operations (LOG1) 19 Unit 201 Unit 202 Develop effective working relationships with colleagues in logistics operations (LOG4) 24 Provide customers with information and advice on goods and services (WS7) 29 Unit 203 Operate equipment to perform work requirements (WS8) 34 Unit 204 Move goods in logistics facilities (WS9) 39 Unit 205 Receive goods from deliveries (WS10) 44 Unit 206 Place goods in storage (WS11) 49 Unit 207 Maintain the safety and quality of goods (WS12) 55 Unit 208 Maintain the safety of hazardous goods and materials (WS13) 60 Unit 209 Maintain hygiene standards in handling and storing goods (WS14) 66 Unit 210 Process orders for dispatch to customers (WS15) 71 Unit 211 Assemble orders for dispatch (WS16) 76 Unit 212 Dispatch goods for delivery (WS17) 81 Unit 213 Process returned goods (WS18) 86 Unit 214 Sort goods and materials for recycling (WS19) 91 Unit 215 Manage the receipt, storage, or dispatch of goods (WS20) 96 Unit 216 Audit stock levels and stock records (WS21) 102 Appendix 1 Summary of City & Guilds assessment policies 107 Appendix 2 Conversion of Skills for Logistics numbers to City & Guilds unit numbers 108 A table showing the conversion of the Skills for Logistics unit numbers to the City & Guilds unit numbers is shown in Appendix 2 on page 108. Level 2 NVQ in Warehousing and Storage (1009) 3

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7 1 About your candidate logbook 1.1. Contact details Name City & Guilds enrolment number Date Centre name.. Keep a record of relevant contact details in the space provided below: Your Assessor(s) Your Internal Verifier Your Centre Contact Further information City & Guilds Customer Relations Unit General information about City & Guilds is available on our website or from our Customer Relations team at the address below or by phoning or ing City & Guilds 1 Giltspur Street London, EC1A 9DD T +44 (0) Level 2 NVQ in Warehousing and Storage (1009) 5

8 1 About your candidate logbook 1.2. Introduction to the logbook This logbook will help you complete your National Vocational Qualification (NVQ). It contains the units you need to achieve to complete your NVQ information about your responsibilities as a candidate forms you can use to record and organise your evidence. It will also tell you: about NVQs what you need to do to complete your NVQ who will help you. About City & Guilds City & Guilds is your awarding body for this NVQ. City & Guilds is the UK s leading awarding body for vocational qualifications. Information about City & Guilds and our qualifications is available on our website Level 2 NVQ in Warehousing and Storage (1009) 6

9 2 Information for NVQ candidates What are NVQs? National Vocational Qualifications (NVQs) are qualifications gained in the workplace. They are based on National Occupational Standards. When you achieve your NVQ it will show that you are competent in your job and that you can work to the standards expected by employers in industry. This means being able to actually do a job, and knowing and understanding the essential information that is needed to do the job well. Who are NVQs for? If you are in work, you have already developed the necessary skills and knowledge through your work experience. An NVQ will give you proof of this experience. If you are training with an employer, a training organisation or a college, you will need to develop and practise your skills and gain all the relevant knowledge needed for the job. Your N/SVQ will be awarded once you can show that you can work consistently to the national standards. What are the different levels of NVQ? There are different levels of qualification that depend on the job role you may be undertaking Level What you have to show to achieve the qualification 1 At Level 1 you would need to show that you have the basic knowledge and skills to carry out every day activities in the workplace. 2 At this level you will need to show that you have good knowledge and understanding of an area of work and the skills to carry out a variety of tasks with some guidance or supervision. 3 At Level 3 you will need to show that you can apply a range of knowledge, skills and understanding to your work and work independently. You may supervise and/or train others. 4 At this level you will need to be working in a specialist job which involves analysing a high level of information and knowledge. You will be working in a technical or professional job and/or managing and developing others. Who will be involved in your NVQ? Assessment for your NVQ is carried out at your centre. Your centre may be your place of work, a college, training agency or a combination of these. The people involved in the assessment process are listed below. The assessor (This may be your manager or supervisor at work) will help you plan and organise your workload and evidence will observe you carrying out your job over a period of time will ask you questions about the work you do will judge when you are competent and meet the national standards The internal verifier is employed by your centre to maintain the quality of assessment within the centre Level 2 NVQ in Warehousing and Storage (1009) 7

10 The external verifier is employed by City & Guilds to ensure that your centre meets the required national standard. Witnesses witnesses do not determine your overall competence but may provide evidence of your work for your assessor to judge. Which NVQ should you choose? You should choose an NVQ that best matches the kind of work you already carry out. You don t always have to start at level 1 and the NVQ should reflect the job role that you currently do or intend to do. How is an NVQ made up? Each NVQ is made up of a number of units. Each unit covers a different work activity so you can build up to the full qualification unit by unit. You may be required to undertake a combination of mandatory and optional units. Some units are split into smaller parts (outcomes). Mandatory Units You will have to achieve all of these to get your NVQ. You may also have to achieve some optional units. Optional Units You may be able to choose from a number of optional units. You will be helped to choose the best optional units to match your job or interests. The assessment process Once you have chosen your units you will make and agree an assessment plan with your assessor. This will show the units the plan covers when you will be assessed where the assessment will take place what you will be doing what evidence you will produce The plan should also indicate the methods of assessment to be used to collect your evidence. For example; Observation Work product Projects and assignments Questioning Candidate peer reports Witness testimonies Your assessor will find tasks which you do and agree the best method of assessment from the above list some tasks will produce evidence for more than one unit. If you don t meet the standards the first time you are assessed, you can take time to improve your skills and be assessed again when you are ready. You and the assessor will agree what you need to do for each unit and will record this in your assessment and review plan. A blank form is provided for your assessor to complete with you; this is included within the Standards and assessment requirements (EN021009) document. Level 2 NVQ in Warehousing and Storage (1009) 8

11 Using your Candidate logbook This logbook contains all the Unit records for recording your evidence. There is one record for each NVQ unit. Each Unit record contains the details of the standards you need to achieve for the work activities. Space is provided for you to record what you have done and for your assessor to tick off those areas where you have met the National Standard. There are also questions for you to answer to show that you have all the essential knowledge. In some instances, your assessor may ask you other questions to check your understanding of a specific area. Your assessor will explain how to fill out the Unit records and what is sufficient evidence. They will help if you have any difficulties. A list of other recording forms that you will need to complete are included on page 11. Completing your qualification The unit records are very important. If you move jobs or colleges before you finish your NVQ, you should take your records with you so that you can continue your qualification. Make sure that your City & Guilds Candidate Enrolment Number is written on the front page of this document. If you have already achieved some units towards your NVQ before you leave, ask your employer or college to apply to City & Guilds for a certificate that lists the units you have successfully gained. Health and Safety All NVQ centres have to make sure that they provide a safe and healthy environment for training, including induction and assessment. City & Guilds checks this when they visit assessment centres. As your assessment will take place in the workplace or a realistic work environment, you will have responsibility for making sure that you understand the Health and Safety regulations which apply. Most NVQs have one unit which is concerned with Health and Safety at work and so you may be asked to gather evidence to show that you not only know and understand the regulations but can also put them into practice. Equal Opportunities Your centre will have an equal opportunities policy. This means that they will agree to provide equal opportunities to all their candidates, whatever their age, gender, racial origin, nationality or creed. Your centre may gather information during induction about your gender, ethnic background and any alternative assessment needs you may have. You will be advised by the centre about your rights under the Data Protection Act Access to assessment City & Guilds centres will make alternative assessment arrangements to allow you to show that you can meet the standards, if you are eligible and the NVQ allows for this. Your centre will explain this to you during your induction. If you have a need for alternative assessment arrangements, your centre will make the arrangements required and these will be outlined in your assessment plan. The centre may need to discuss these arrangements with City & Guilds. The guidance and regulations document Access to assessment and qualifications is available on the City & Guilds website from your centre or from the City & Guilds Customer Relations team. Complaints and appeals Centres must have a policy and procedure to deal with any complaints you may have if you feel that your assessor has not assessed you fairly or if you think that progress with your qualification has been affected because of any kind of unfair treatment due to your sex, race or age for example. Level 2 NVQ in Warehousing and Storage (1009) 9

12 The procedure will be explained during induction and you will be provided with information about the Quality Assurance Co-ordinator within your centre who is responsible for this. The work that you and your assessor do towards achieving your NVQ is checked by an internal verifier. Find out from your assessor who your internal verifier is. If you have any problems or experience unfair treatment you are unable to sort out with your assessor, you should speak to your internal verifier. You should also refer to your centre s appeals procedure which will tell you how to go about solving your problem. You may also wish to approach your organisation s Quality Assurance Co-ordinator for help. If you feel that your centre s appeal procedure has not been followed and that you are still unable to resolve your problem, you should contact City & Guilds, details on the front page of the logbook. Level 2 NVQ in Warehousing and Storage (1009) 10

13 3 Candidate recording forms City & Guilds has developed these recording forms, for new and existing centres to use as appropriate. Although it is expected that new centres will use these forms, centres may devise or customise alternative forms, which must be approved for use by the external verifier, before they are used by NVQ candidates and assessors at the centre. Alternatively, City & Guilds endorses the electronic recording systems Quick Step and Paper Free. Candidate and centre contact details Form used to record candidate and centre details and the NVQ being assessed. Candidate résumé This can be used if the candidate does not have an appropriate Curriculum Vitae (CV) for inclusion in the portfolio. Skill scan/initial assessment This can be used to record the skills and knowledge which the candidate already has as part of an initial action plan. Expert/witness status list This is used to record the details of all those that have witnessed candidate evidence. Unit record A unit record summaries all the activities and tasks undertaken to complete the unit. Unit assessment and verification declaration This written declaration should be completed at the end of each unit to meet the QCA requirement for a statement on authenticity. It is signed by the assessor and candidate and states that the evidence is authentic and that the assessment was conducted under specified conditions or context. Please photocopy forms as required Level 2 NVQ in Warehousing and Storage (1009) 11

14 4 Candidate résumé If you already have your own CV you can use that instead of this form. Name Address Telephone Number Date of birth Education (school attended and dates) Qualifications (gained and dates) Employment history and/or voluntary work Current work role and main responsibilities Courses attended in the last 5 years Interests Level 2 NVQ in Warehousing and Storage (1009) 12

15 5 Skill scan/initial Assessment Level 2 NVQ in Warehousing and Storage Activities undertaken do you Mandatory Units often Sometime Never Comments/Action 101 Maintain health, safety, and security in logistics operations 201 Develop effective working relationships with colleagues in logistics operations Optional units 6 optional units to be taken 202 Provide customers with information and advice on goods and services 203 Operate equipment to perform work requirements 204 Move goods in logistics facilities 205 Receive goods from deliveries 206 Place goods in storage 207 Maintain the safety and quality of goods 208 Maintain the safety of hazardous goods and materials 209 Maintain hygiene standards in handling and storing goods 210 Process orders for dispatch to customers 211 Assemble orders for dispatch 212 Dispatch goods for delivery 213 Process returned goods 214 Sort goods and materials for recycling 215 Manage the receipt, storage, or dispatch of goods 216 Audit stock levels and stock records Assessment Site... Candidate Signature Candidate Name (Print)... Assessor Signature Date Level 2 NVQ in Warehousing and Storage (1009) 13

16 6 Expert/Witness Status list Candidate name... Name and Witness Signature Status * Professional relationship to candidate ** Unit or elements witnessed * Status 1 Occupational expert meeting specific requirements for role of expert witness 2 Occupational expert not familiar with the standards 3 Non expert familiar with the standards 4 Non expert not familiar with the standards ** Professional relationship to candidate Manager = M Supervisor = S Colleague = Coll Customer = Cus Other (please specify) Level 2 NVQ in Warehousing and Storage (1009) 14

17 7 Individual action plan Candidate Assessor Unit Element Sources of evidence Context Place of assessment Observation Oral questioning Written questioning (formal) Role plays Expert Witness observations Workplace Witness testimony (candidate and peer reports) Projects and assignment Examination of work products APL Professional evidence from others Assessment dates From To Meeting 1 Candidate signature Assessor signature Meeting 2 Candidate signature Assessor signature Level 2 NVQ in Warehousing and Storage (1009) 15

18 8 Summary of achievement To gain the qualification you must complete both mandatory units and six optional units. Tick the outcome boxes as you complete each element. When all the outcomes making up a unit have been completed you can tick the left-hand unit column. This will show you how well you are doing and what you need to concentrate on to cover the whole N/SVQ. At-a-glance qualification summary Level 2 NVQ in Warehousing and Storage Unit number Start date Outcome Unit Title Mandatory units 101 Maintain health, safety, and security in logistics operations 201 Develop effective working relationships with colleagues in logistics operations Completion date Optional units 6 optional units to be taken 202 Provide customers with information and advice on goods and services 203 Operate equipment to perform work requirements 204 Move goods in logistics facilities 205 Receive goods from deliveries 206 Place goods in storage 207 Maintain the safety and quality of goods 208 Maintain the safety of hazardous goods and materials 209 Maintain hygiene standards in handling and storing goods 210 Process orders for dispatch to customers 211 Assemble orders for dispatch 212 Dispatch goods for delivery 213 Process returned goods Level 2 NVQ in Warehousing and Storage (1009) 16

19 214 Sort goods and materials for recycling 215 Manage the receipt, storage, or dispatch of goods 216 Audit stock levels and stock records Competence has been demonstrated in all of the units/award recorded above using the required assessment procedures and the specified conditions/contexts. The evidence meets the requirements for validity, authenticity, currency, reliability and sufficiency. Candidate name Candidate signature Assessor signature. Internal verifier signature External verifier signature... Enrolment No Date Date Date. Date. Level 2 NVQ in Warehousing and Storage (1009) 17

20 9 Qualification structure Candidates have to complete 8 units, comprising 2 mandatory units 6 optional units Mandatory Units (Both units must be taken by all candidates) Unit 101 Unit 201 Maintain health, safety, and security in logistics operations Develop effective working relationships with colleagues in logistics operations Optional Units (Any 6 of the following 15 units must be taken by all candidates) Unit 202 Unit 203 Unit 204 Unit 205 Unit 206 Unit 207 Unit 208 Unit 209 Unit 210 Unit 211 Unit 212 Unit 213 Unit 214 Unit 215 Unit 216 Provide customers with information and advice on goods and services Operate equipment to perform work requirements Move goods in logistics facilities Receive goods from deliveries Place goods in storage Maintain the safety and quality of goods Maintain the safety of hazardous goods and materials Maintain hygiene standards in handling and storing goods Process orders for dispatch to customers Assemble orders for dispatch Dispatch goods for delivery Process returned goods Sort goods and materials for recycling Manage the receipt, storage, or dispatch of goods Audit stock levels and stock records Level 2 NVQ in Warehousing and Storage (1009) 18

21 Unit 101 Maintain health, safety, and security in logistics operations (LOG1) This is a mandatory unit for Warehousing and Storage NVQs levels 1 and 2. Unit Summary: This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is relevant to those who have just entered the logistics industry, or who are relatively experienced. Health, safety, and security are extremely important in any organisation. It is necessary to take responsibility for oneself and others, as required by law. This is done knowing about and identifying health and safety hazards and security issues relevant to the place of work. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, or in an approved Realistic Work Environment, carried out under normal workplace conditions. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace or approved Realistic Work Environment. Some evidence will contribute to other units; and will also come from other units. Specific Evidence Requirement: Simulation may be used for this unit. Your assessor will plan and agree a simulated activity with you to produce your evidence for this unit, if necessary. Level 2 NVQ in Warehousing and Storage (1009) 19

22 Unit 101 Maintain health, safety, and security in logistics operations (LOG1) Candidate name Observation/Assessment Activities 1 Assessor Initials/date Supplementary evidence Level 2 NVQ in Warehousing and Storage (1009) 20

23 Unit 101 Maintain health, safety, and security in logistics operations (LOG1) You will be able to: Assessor initials/date 1. Follow regulations and organisational procedures for health, safety, and security at all times 2. Provide support to colleagues to check that health, safety, and security procedures are followed at all times 3. Use personal protective equipment correctly 4. Identify promptly any health and safety hazards and any security issues 5. Take immediate action to prevent injury, theft, or damage, and give priority to the protection of people over organisational performance 6. Respond to incidents affecting health, safety, and security by using the appropriate safety equipment and carrying out the safety procedures specified by the organisation 7. Stop working immediately when it is necessary to evacuate the workplace, and use the approved escape routes 8. Report accidents and emergencies to the appropriate people and ensure they are recorded in the appropriate electronic or manual information systems Level 2 NVQ in Warehousing and Storage (1009) 21

24 You will know and understand: Health, Safety and Security at Work a. legislation, regulations, and organisational procedures that apply to health and safety in the workplace b. responsibilities of all workers for health, safety, and security c. specific role responsibilities of colleagues for health, safety, and security d. personal protective equipment that should be used for different activities, and how to use it correctly e. types of health, safety, and security incident that could occur f. Safety equipment and procedures that should be used for different types of incident g. accident and emergency procedures of the organisation, including individual roles and responsibilities h. alarm systems and procedures for contacting the emergency services i. location of the approved escape routes j. legal responsibilities for reporting accidents and emergencies Legislation and regulations k. sources of information on legislation and regulations l. legislation and regulations that apply to own area of responsibility m. legal requirements for the storage and distribution of specific goods and materials Organisational procedures n. reporting responsibilities and information systems used by the organisation for specific work activities o. p. working practices, operating procedures, guidelines, and codes of practice roles and responsibilities of different colleagues Level 2 NVQ in Warehousing and Storage (1009) 22

25 Unit assessment and verification declaration Unit 101 Maintain health, safety, and security in logistics operations (LOG1) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: Candidate signature: Date: Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: Assessor signature: Date: Countersignature: (if relevant) Date: (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick): sampling candidate and assessment evidence Date: observation of assessment practice Date: discussion with candidate Date: other please state: Date: I confirm that the candidate s sampled work meets the standards specified for this unit and may be presented for external verification and/or certification. Internal verifier name: Internal verifier signature: Date: Countersignature (if relevant): Date: (for staff working towards the internal verifier qualification) Level 2 NVQ in Warehousing and Storage (1009) 23

26 Unit 201 Develop effective working relationships with colleagues in logistics operations (LOG4) Unit overview This is a mandatory unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Working relationships are important to the effectiveness of any organisation. Operatives have to work with a wide range of people, including some who might not be directly employed by their own organisation. The unit is not just about getting on well with people. It is about supporting other people in their work, and responding to their requests. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence for this unit will come from other units. Specific Evidence Requirement: Simulation may not be used for this unit. Level 2 NVQ in Warehousing and Storage (1009) 24

27 Unit 201 Develop effective working relationships with colleagues in logistics operations (LOG4) Candidate name Observation/Assessment Activities 1 Assessor Initials/date Supplementary evidence Level 2 NVQ in Warehousing and Storage (1009) 25

28 Unit 201 Develop effective working relationships with colleagues in logistics operations (LOG4) You will be able to: Assessor initials/date 1. Communicate with colleagues using suitable communication methods 2. Confirm tasks, priorities, and responsibilities clearly and accurately with colleagues 3. Respond promptly to requests from colleagues that fall within own responsibility 4. Offer support to colleagues that is relevant to their priorities and consistent with meeting own responsibilities 5. Explain clearly and politely and propose relevant alternatives when it is not possible to agree to requests from colleagues 6. Report clearly, accurately, and promptly any circumstances that prevent the achievement of quality standards to the relevant person Ask colleagues for information and assistance in a clear and constructive manner Seek relevant feedback on work achievements and performance from people in a position to give it Identify own learning needs accurately from feedback and observation of own performance, and utilise realistic development opportunities to meet them Identify misunderstanding and conflicts that are detrimental to working relationships and seek constructive solutions promptly Level 2 NVQ in Warehousing and Storage (1009) 26

29 You will know and understand: Working relationships a. how to communicate with different colleagues within the organisation b. good working practices, quality standards, and output requirements associated with own and others work roles c. how to make and respond to requests for support constructively, including how to respond when you cannot action requests d. how to recognise when colleagues need support e. how to decide if giving support is consistent with your responsibilities f. importance of feedback in improving personal work performance g. how to identify learning needs and opportunities for learning that are Available h. importance of recognising difficulties and misunderstandings, and ways of dealing with them constructively i. importance of protecting confidential information Legislation and regulations j. sources of information on legislation and regulations k. legislation and regulations that apply to health and safety in the workplace l. legislation and regulations that apply to own area of responsibility m. legal requirements for the storage and distribution of specific goods and materials Organisational procedures n. reporting responsibilities and information systems used by the organisation for specific work activities o. working practices, operating procedures, guidelines, and codes of practice p. role and responsibilities of different colleagues Level 2 NVQ in Warehousing and Storage (1009) 27

30 Unit assessment and verification declaration Unit 201 Develop effective working relationships with colleagues in logistics operations (LOG4) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: Candidate signature: Date: Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: Assessor signature: Date: Countersignature: (if relevant) Date: (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick): sampling candidate and assessment evidence Date: observation of assessment practice Date: discussion with candidate Date: other please state: Date: I confirm that the candidate s sampled work meets the standards specified for this unit and may be presented for external verification and/or certification. Internal verifier name: Internal verifier signature: Date: Countersignature (if relevant): Date: (for staff working towards the internal verifier qualification) Level 2 NVQ in Warehousing and Storage (1009) 28

31 Unit 202 Provide customers with information and advice on goods and services (WS7) Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Customers often require information and advice to be able to use the organisation s goods (meaning any physical products and materials) and services. It is important that all communications are designed to help the customer achieve their requirements, and at the same time make sure they value the organisation. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent. Specific Evidence Requirement: Simulation may not be used for this unit. Level 2 NVQ in Warehousing and Storage (1009) 29

32 Unit 202 Provide customers with information and advice on goods and services (WS7) Candidate name Observation/Assessment Activities 1 Assessor Initials/date Supplementary evidence Level 2 NVQ in Warehousing and Storage (1009) 30

33 Unit 202 Provide customers with information and advice on goods and services (WS7) What you must do The candidate should be able to: Assessor initials/date 1. Respond to customers with courtesy in a way that promotes goodwill and maintains their confidence in the organisation 2. Find out what customers require from the information they provide, and enable them to ask questions and seek clarification 3. Explain clearly the features and benefits of any goods or services relevant to the requirements of customers 4. Provide complete, accurate, and up-to-date information and advice so that customers can make the appropriate decision 5. Provide relevant information and advice on the status and delivery schedule of goods or services 6. Find alternative ways to help customers further when the information is not satisfactory or is incomplete 7. Respond to any customer complaints in line with organisational policies and standards for customer service 8. Use suitable communication methods for providing information and advice 9. Report work activities and record them in the appropriate information systems according to organisational procedures 10. Comply with all relevant work and safety legislation, regulations, standards, and organisational procedures Level 2 NVQ in Warehousing and Storage (1009) 31

34 You will know and understand: Information and advice a. how to find out what information customers require b. types of question asked by customers c. features and benefits of goods and services d. goods and services provided by the organisation, and sources of information on them e. methods of maintaining customer loyalty and confidence in dealing with requests and complaints f. organisation s policy on customer service and customer relationships g. rights of the customer and the trader, including legal rights and duties under relevant legislation h. organisational procedure for handling complaints and managing conflicts with customers Legislation and regulations i. sources of information on legislation and regulations j. legislation and regulations that apply to health and safety in the workplace k. legislation and regulations that apply to own area of responsibility l. legal requirements for the storage and distribution of specific goods and materials Organisational procedures m. reporting responsibilities and information systems used by the organisation for specific work activities n. working practices, operating procedures, guidelines, and codes of practice o. roles and responsibilities of different colleagues Level 2 NVQ in Warehousing and Storage (1009) 32

35 Unit assessment and verification declaration Unit 202 Provide customers with information and advice on goods and services (WS7) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: Candidate signature: Date: Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: Assessor signature: Date: Countersignature: (if relevant) Date: (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick): sampling candidate and assessment evidence Date: observation of assessment practice Date: discussion with candidate Date: other please state: Date: I confirm that the candidate s sampled work meets the standards specified for this unit and may be presented for external verification and/or certification. Internal verifier name: Internal verifier signature: Date: Countersignature (if relevant): Date: (for staff working towards the internal verifier qualification) Level 2 NVQ in Warehousing and Storage (1009) 33

36 Unit 203 Operate equipment to perform work requirements (WS8) Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. A wide range of equipment is used in logistics facilities. This unit is not about any one type of equipment, for which they might need specific training or even a licence (eg fork lift trucks). Instead it is designed to show that an individual is competent to effectively operate the equipment that they have to use, demonstrating that they are safe to operate equipment. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent. Specific Evidence Requirement: Simulation may not be used for this unit. Level 2 NVQ in Warehousing and Storage (1009) 34

37 Unit 203 Operate equipment to perform work requirements (WS8) Candidate name Observation/Assessment Activities 1 Assessor Initials/date Supplementary evidence Level 2 NVQ in Warehousing and Storage (1009) 35

38 Unit 203 Operate equipment to perform work requirements (WS8) You will be able to: Assessor initials/date 1. Confirm the work required and identify the appropriate equipment to undertake it 2. Check that the appropriate equipment is available, safe to use, and operational for the work to be carried out 3. Prepare, set up and adjust the equipment in accordance with instructions, safety, and work requirements 4. Monitor the equipment to maintain safe operation throughout the work, and record any defects and damage to the equipment 5. Shut down the equipment, complete any post-stop maintenance procedures, and leave it secure in accordance with organisational procedures 6. Identify any problems with using the equipment at any stage, and take the appropriate action to deal with them 7. Report work activities and record them in the appropriate information systems according to organisational procedures 8. Comply with all relevant work and safety legislation, regulations, standards, and organisational procedures Level 2 NVQ in Warehousing and Storage (1009) 36

39 You will know and understand: Operation of equipment a. the types of equipment to be used for different work activities b. characteristics and capabilities of the equipment being used c. how to set up and adjust the equipment for different work activities d. start up and shut-down procedures for the equipment e. common types of defect in relation to the equipment that is to be used f. routine checks that must be carried out at start up g. post-stop maintenance procedures for the equipment h. organisational procedures and practices approved for the use of the equipment i. procedures for dealing with different types of incident j. types of problem arising from operating equipment Legislation and regulations k. sources of information on legislation and regulations l. legislation and regulations that apply to health and safety in the workplace m. legislation and regulations that apply to own area of responsibility n. legal requirements for the storage and distribution of specific goods and materials Organisational procedures o. reporting responsibilities and information systems used by the organisation for specific work activities p. working practices, operating procedures, guidelines, and codes of practice q. roles and responsibilities of different colleagues Level 2 NVQ in Warehousing and Storage (1009) 37

40 Unit assessment and verification declaration Unit 203 Operate equipment to perform work requirements (WS8) Candidate declaration I confirm that the evidence listed for this unit is my own work and was carried out under the conditions and context specified in the National Occupational Standards. Candidate name: Candidate signature: Date: Assessor declaration I confirm that this candidate has achieved all the requirements of this unit with the evidence listed. (Where there is more than 1 assessor, the co-ordinating assessor for the unit should sign this declaration.) Assessment was conducted under the specified conditions and context, and is valid, authentic, reliable, current and sufficient. Assessor name: Assessor signature: Date: Countersignature: (if relevant) Date: (for staff working towards the assessor qualification) Internal verifier declaration I have internally verified the assessment work on this unit in the following ways (please tick): sampling candidate and assessment evidence Date: observation of assessment practice Date: discussion with candidate Date: other please state: Date: I confirm that the candidate s sampled work meets the standards specified for this unit and may be presented for external verification and/or certification. Internal verifier name: Internal verifier signature: Date: Countersignature (if relevant): Date: (for staff working towards the internal verifier qualification) Level 2 NVQ in Warehousing and Storage (1009) 38

41 Unit 204 Move goods in logistics facilities (WS9) Unit Overview This is an optional unit for Warehousing and Storage NVQ level 2. This unit is aimed at operatives in logistics operations. Operatives could, for example, be working in warehousing and storage, transport, or freight forwarding. The unit is particularly relevant to those who already have basic experience and an understanding of the logistics industry. Moving goods (meaning any physical products and materials) around in logistics facilities is obviously a frequent activity, but one that has to be undertaken carefully. It is important that the right equipment and methods are applied safely, and that the goods end up at their correct destination. To be competent, an individual has to be able to achieve all the performance criteria listed in the unit, and possess the specified knowledge. Evidence requirements Your evidence should be based on a real job, whether paid or voluntary, carried out under normal workplace conditions. Assessor observed performance is the most appropriate method of assessment for the majority of this unit; however observation in isolation is unlikely to be sufficient and should be supported by other assessment activity. Assessment for this unit will be undertaken through naturally occurring work activities. Your assessor will plan your assessment with you to cover the whole of this unit in your workplace. Some evidence will also contribute to other units. You must provide evidence that shows you have done this on different occasions for your assessor to be confident that you are competent. Specific Evidence Requirement: Simulation may not be used for this unit. Level 2 NVQ in Warehousing and Storage (1009) 39

42 Unit 204 Move goods in logistics facilities (WS9) Candidate name Observation/Assessment Activities 1 Assessor Initials/date Supplementary evidence Level 2 NVQ in Warehousing and Storage (1009) 40

43 Unit 204 Move goods in logistics facilities (WS9) You will be able to: Assessor initials/date 1. Identify the goods to be moved from work instructions and confirm that they are suitable for lifting 2. Check that the area of work is safe and is secure for the movement and transfer of goods 3. Identify any hazards and potential difficulties in carrying out the operation, and resolve them with the appropriate people 4. Check that the moving equipment to be used has been prepared correctly and is operational 5. Confirm the location for the positioning and setting down of the goods in accordance with work instructions 6. Lift and transfer the goods to their designated location securely and without loss or damage 7. Set down the goods in a suitable position at the designated location ready for further activities 8. Undertake operations in a safe and controlled manner with due regard to the surrounding environment Identify any problems with the goods at any stage, and take the appropriate action to deal with them Report work activities and record them in the appropriate information systems according to organisational procedures Comply with all relevant work and safety legislation, regulations, standards, and organisational procedures Level 2 NVQ in Warehousing and Storage (1009) 41

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