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TLIA2107C

Despatch stock
Learner Guide
TLIA2107C
Despatch stock

Learner Guide
Contents
What this Learner’s Guide is about ........................................ 3
Planning your learning ........................................................... 4
How you will be assessed ...................................................... 7

Section 1............................................................................................. 9
Where are picked stock items located? ................................. 9

Section 2........................................................................................... 15
How are picked stock items checked? ................................. 15

Section 3........................................................................................... 22
Why is correct packing important? ....................................... 22

Section 4........................................................................................... 31
Where and how are packed stock items placed for despatch?31

Section 5........................................................................................... 41
How should despatch documentation be completed and used?
............................................................................................. 41

Section 6........................................................................................... 51
What must be done when complaints are received? ........... 51

Additional resources ....................................................................... 57

Feedback on activities .................................................................... 59


TLIA2107C Despatch stock

What this Learner’s Guide is about

This  Learner’s  Guide  is  about  the  knowledge  and  skills  you  require  to  
effectively  complete  TLIA2107C  Despatch  stock.    The  activities  are  
designed  to  give  an  opportunity  to  practise  and  demonstrate  your  
skills  and  knowledge.  

The  Elements  of  Competency  from  the  unit  TLIA2107C  Despatch  stock  
covered  in  this  Learner’s  Guide  are  listed  below.  

Analyse  order  to  identify  work  requirements  

Follow  workplace  order  picking  process  to  prepare  goods  for  despatch  

Complete  despatch  following  workplace  procedures  and  schedules  

This  unit  of  competency  is  from  the  Transport  and  Logistics  Training  
Package  (TLI07).  

© Australian National Training Authority 2003 Page 3


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Planning your learning

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.    

Page 4 © Australian National Training Authority 2003


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Section 1: Where are picked stock items


located?

Are  you  able  to:   Yes   No  


1. locate  the  required  picked  stock  items  for  
packing  and  despatching  to  a  customer?        

Section 2: How are picked stock items checked?

Are  you  able  to:   Yes   No  


1. tell  if  picked  stock  items  are  those  
required      
for  a  customer  order?        

Section 3: Why is correct packing important?

Are  you  able  to:   Yes   No  


1. describe  the  principles  of  efficiently  
packing  stock  items?        
2. describe  how  packed  stock  items  should  be  
stored  ready  for  despatch  to  a  customer?        
3. describe  any  special  requirements  for  
handling  dangerous/hazardous  goods?        

Section 4: Where and how are packed stock


items placed for despatch?

Are  you  able  to:   Yes   No  


1. describe  where  packed  stock  items  
should  be  placed  in  warehouses,  ready  for  
despatch  to  customers?        
2. describe  how  packed  stock  items  can  be  
placed  in  warehouses  so  that  delivery  costs  
are  kept  to  a  minimum?        

© Australian National Training Authority 2003 Page 5


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Section 5: How should despatch documentation


be completed and used?

Are  you  able  to:   Yes   No  


1. describe  what  documentation  needs  to  
be  completed  so  that  packed  stock  items  
can  be  accurately  despatched?        
2. complete  despatch  documentation  for  
delivery  of  packed  stock  items?        
3. describe  the  effects  of  inaccurate  despatch  
documentation?        

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How you will be assessed

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.  

You  will  be  required  to:  


• identify  documents  that  control  the  despatch  of  packed  
stock  items  
• pack  stock  items  for  despatch  
• stack  stock  items  for  despatch  
• complete  despatch  documents.    

© Australian National Training Authority 2003 Page 7


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Page 8 © Australian National Training Authority 2003


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Section 1

Where are picked stock items


located?

© Australian National Training Authority 2003 Page 9


Customised and Developed by Armstrong’s Driver Education P/L April 2009 ADELG1009
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Section outline

Areas  covered  in  this  section  

Collection/packing/delivery  bays  

Sequence  in  the  collection/packing/delivery  bays  

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Where are picked stock items located?

Warehouses  usually  have  a  specific  area  for  despatching  picked  stock  


items  to  customers.  These  areas  are  often  called  ‘packing  bays’.  The  
location  of  a  picked  set  of  stock  items  in  this  area  will  depend  on  the  
delivery  sequence  of  the  order,  the  urgency  of  the  order,  the  type  of  
picked  items  and  the  company  policy  on  limiting  despatch  costs.  

© Australian National Training Authority 2003 Page 11


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Activity 1: Where are the picked stock items kept before they
are packed for despatch?

Obtain a copy of your warehouse floor plan. Show on the plan the
locations where the picked stock items are kept ready for packing.

If your company does not have a warehouse floor plan, use the
spaces below to write down where these areas are in your
warehouse.

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

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The  picked  stock  items  may  need  to  be  placed  in  a  certain  sequence  in  
the  packing  area.  This  is  because  they  may  need  to  be  delivered  in  a  
special  sequence  or  at  various  times.  The  picked  items  must  be  easily  
reached  at  the  time  of  packing.  Therefore,  you  should  place  picked  
stock  items  so  that  the  first  item  to  be  packed  is  at  the  front  of  the  
packing  area,  and  so  on.    

© Australian National Training Authority 2003 Page 13


Customised and Developed by Armstrong’s Driver Education P/L April 2009 ADELG1009
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Activity 2: Do the picked stock items have special places in


the packing area?

Discuss with your trainer and workmates whether picked stock


items are to be placed in a special place or sequence in the
packing areas.

Write in the spaces below what has to be decided so that the


correct position can be used.

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

____________________________________________________

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____________________________________________________

____________________________________________________

____________________________________________________

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Section 2

How are picked stock items


checked?

© Australian National Training Authority 2003 Page 15


Customised and Developed by Armstrong’s Driver Education P/L April 2009 ADELG1009
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Section outline

Areas  covered  in  this  section  

Checking  picked  stock  items  

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How are picked stock items checked?


Stock  items  may  have  been  previously  picked  from  their  storage  
locations  by  one  or  more  of  your  workmates.  You  will  need  to  check  
that  the  stock  has  been  correctly  picked,  so  that  you  do  not  continue  
with  the  customer  order  and  pack  the  wrong  goods.  

If  a  customer  receives  the  incorrect  stock  items,  there  will  be  extra  
costs  for  your  company  to  get  those  items  back,  and  then  despatch  
the  correct  ones.  A  bad  impression  will  also  be  given  of  your  work  and  
the  service  that  your  company  provides.  This  will  increase  the  chances  
of  your  company  losing  customers  and,  in  extreme  cases,  employees  
might  lose  their  jobs.  

© Australian National Training Authority 2003 Page 17


Customised and Developed by Armstrong’s Driver Education P/L April 2009 ADELG1009
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Activity 3: How do I check the picked stock against a


customer order?

Look at the purchase order given below and compare it to the list of
stock items that were picked.

Check this picked order, and if you find any errors, write the correct
stock items in the table below the order.

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Bloggs and Co. Stationers PURCHASE ORDER


‘Your Write With Us’
Bloggs and Co. The following number must
appear on
Accounts Dept. all related correspondence,
shipping
4th Floor, Stamford Trading House papers, and
invoices:
190 Canterbury Road
Brighton TAS 7600 Reference Number: 509
356
Phone: (03) 6245 6999

TO: SHIP TO:


Aust. Warehouse Co. Bloggs and Co.
Accounts Dept. Unit 2
Aust. House Latrobe Training Estate
Tottenham Road EAST BRIGHTON TAS 7610
FOOTSCRAY WEST VIC 3012

ORDER DATE ORDER NO. SHIP VIA TERMS

QUANTI PRODUC UNIT DESCRIPTION UNIT TOTA


TY T PRICE L ($)
CODE ($)
8 P801258 PACKET Paper 80gsm White $6.87 $54.96
2 OHP5978 BOX Pens black OHP perm $2.20 $4.40
10 AB1385 1 Diary A4 week plan $5.50 $55.00
1 W98765 1 Wall year planner $10.12 $10.12
TOTAL $124.48

PICKED STOCK ITEMS


QUANTI PRODUC UNIT DESCRIPTION PRICE TOTA
TY T ($) L ($)
CODE
8 P801258 Packet Paper 80GSM White 6.87 54.96
2 OHP5977 Box Pens Black OHP Non - Perm 2.20 4.40
10 AB1386 1 Diary A4 Month Planner 7.50 75.00
1 W98765 1 Wall Year Planner 10.12 10.12

CORRECTIONS
QUANTI PRODUC UNIT DESCRIPTION PRICE TOTA
TY T ($) L ($)
CODE

© Australian National Training Authority 2003 Page 19


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There is feedback on this activity at the back of this Learner’s


Guide.

Page 20 © Australian National Training Authority 2003


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© Australian National Training Authority 2003 Page 21


Customised and Developed by Armstrong’s Driver Education P/L April 2009 ADELG1009
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Section 3

Why is correct packing


important?

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Section outline

Areas  covered  in  this  section  

Stacking  principles  

Secured  parcels  

Maximum  friction  

Appropriate  protective  wrapping  (bubble  wrap,  cardboard,  shrink  


wrap,  polystyrene  chips,  etc)  

Requirements  for  handling  dangerous/hazardous  goods  

Load  security  

© Australian National Training Authority 2003 Page 23


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Why is correct packing important?


Stock  items  will  need  to  be  packed  properly  for  customers  to  receive  
their  goods  in  good  condition.  You  will  need  to  make  sure  that  all  stock  
items  are  packed  securely  and  protected  against  damage  during  
delivery.  If  you  are  not  sure  which  packing  methods  you  should  use  to  
guarantee  that  stock  items  are  securely  packed,  you  should  ask  for  
help.  Staff  working  for  delivery  companies  are  usually  keen  to  advise  
on  the  correct  packing  methods  to  be  used.  

If  customers  receive  goods  in  a  damaged  or  insecure  condition,  a  bad  


impression  of  your  work  and  your  company  will  be  given.    This  will  
damage  the  working  relationship  between  customers  and  your  
company.  Customers  may  then  decide  to  place  their  orders  with  other  
warehousing  companies.  

Goods  under  the  Dangerous  Goods  Act  may  have  special  handling  and  
packing  requirements.    These  could  include:  
• packers  wear  special  personal  protection  equipment  (PPE)  
• isolation  from  other  materials  
• isolation  from  other  team  members  
• avoiding  flame,  heat  and  spark  when  packing.  

Page 24 © Australian National Training Authority 2003


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Activity 4: What equipment do I need to pack stock


items correctly?

Look around your workplace, and tick on the list below those
materials available for you to pack stock items:

You may need to discuss the range of packing materials with your
workmates or trainer.

Boxes ________
Brown paper ________
Shrink wrapping ________
Bubble wrap ________
Cardboard ________
Polystyrene filling ________
Heat sealing ________
Vacuum sealing ________
Crates ________
Adhesive tapes ________
Twine and other ties ________
Cotton waste and shredded paper ________
Timber baulking ________

List in the spaces below any other packing materials used in your
warehouse.

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

© Australian National Training Authority 2003 Page 25


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Your  warehouse  will  use  different  packing  methods  or  packing  


materials  to  make  sure  that  stock  items  are  properly  packed.  One  of  
the  worst  things  that  can  happen  in  the  delivery  process  is  that  items  
are  damaged  because  they  were  not  protected  properly  by  the  correct  
type  and  amount  of  packing.  You  should  also  use  packing  labels  and  
stickers  to  tell  people  if  the  stock  is  fragile  or  easily  damaged.  Place  
these  stickers  where  they  can  be  easily  seen.  Remember  that  the  
person  delivering  the  stock  may  not  know  that  it  can  be  easily  
damaged.  

Page 26 © Australian National Training Authority 2003


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Activity 5: How do I pack stock items correctly?

Look around your warehouse and write down an example for each
of the correct packing principles given below.

You may need to discuss the usual packing processes for goods
leaving your warehouse with your workmates or trainer.

Shrink wrapping is wrapped tightly around the stock items.

__________________________________________________

__________________________________________________

__________________________________________________

An appropriate container is selected for the protection of the stock


items.

__________________________________________________

__________________________________________________

__________________________________________________

Space is filled inside the container so that items are prevented


from moving during delivery.

__________________________________________________

__________________________________________________

__________________________________________________

Appropriate padding is placed around items so that they do not


become damaged during delivery.

__________________________________________________

__________________________________________________

__________________________________________________

© Australian National Training Authority 2003 Page 27


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Appropriate types and quantities of strapping or taping are used to


prevent the container from spilling its contents during delivery. Ties
are tied as tight as the contents will allow.

__________________________________________________

__________________________________________________

__________________________________________________

Items are separately wrapped, where appropriate, to prevent


contact between items which may result in damage during delivery.

__________________________________________________

__________________________________________________

__________________________________________________

These activities assume that items will have been packed as part of
the Learner’s Guide Package goods or as part of training you have
received on-the-job.

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When  the  picked  stock  items  have  been  properly  packed,  they  will  
usually  need  to  be  placed  in  stacks  waiting  to  be  despatched  to  
customers.  You  will  be  required  to  stack  packed  stock  items  so  that  
they  will  not  become  damaged  by  other  packages.  You  must  also  think  
about  the  safety  of  your  workmates  and  yourself  when  stacking  
packed  stock  items,  especially  if  there  is  a  chance  that  packages  may  
fall  or  block  warehouse  floor  space.

© Australian National Training Authority 2003 Page 29


Customised and Developed by Armstrong’s Driver Education P/L April 2009 ADELG1009
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Activity 6: How do I correctly stack packed stock items?

Look around your workplace and write down an example for each
of the correct stacking principles given below.

You may need to discuss the process of stacking packed items with
your workmates or trainer.

Items are placed in containers so that light or soft items are


put and secured on top of heavier items.

__________________________________________________

__________________________________________________

Items are stacked so that the centre of gravity for the entire load is
as low as possible.

__________________________________________________

__________________________________________________

Items are stacked so that there is maximum friction between each


package so that they do not move.

__________________________________________________

__________________________________________________

Items are stacked so that all descriptive labels can be clearly seen.

__________________________________________________

__________________________________________________

Page 30 © Australian National Training Authority 2003


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Section 4

Where and how are packed stock


items placed for despatch?

© Australian National Training Authority 2003 Page 31


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Section outline

Areas  covered  in  this  section  

Company  policy  on  compiling  orders  to  minimise  delivery  costs  

Appropriate  position  in  sequence  of  goods  awaiting  despatch  

Multiple  deliveries  to  the  same  customer  in  the  same  delivery  period  
(reduction  of  delivery  costs,  company  policy,  transport  coordination,  
customer  requirements,  part  loads)  

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Where and how are packed stock items placed


for despatch?
Placing  packed  stock  items  in  the  correct  location  and  sequence  is  an  
important  part  of  your  daily  work  routine.  Packed  items  will  need  to  be  
placed  in  correct  sequences  for  loading,  despatch  and  unloading  (at  
the  delivery  point).  You  must  understand  the  requirements  of  your  
company  and  its  policy  on  stacking  packed  goods  waiting  to  be  
despatched.  

The  placement  of  packed  items  will  depend  on:  


• the  urgency  of  the  order  
• the  delivery  methods  required  
• the  delivery  address  
• characteristics  (types)  of  the  packed  items.  

Some  customers  will  need  all  their  stock  delivered  at  once,  whilst  
others  will  not  be  able  to  handle  deliveries  in  large  quantities.  

© Australian National Training Authority 2003 Page 33


Customised and Developed by Armstrong’s Driver Education P/L April 2009 ADELG1009
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Activity 7: Where are packed stock items placed in your


warehouse?

Obtain a copy of your warehouse floor plan. Show on the plan the
locations where the packed stock items are placed for despatch.

If your company does not have a warehouse floor plan, use the
spaces below to write down these areas in your warehouse.

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

Page 34 © Australian National Training Authority 2003


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Packed  items  will  also  need  to  be  stacked  in  the  correct  order  for  
unstacking,  so  that  the  items  to  be  delivered  first  can  be  removed  
from  the  delivery  vehicle  first,  without  the  need  to  re-­‐arrange  the  load.  
For  example,  you  should  not  stack  items  so  that  the  first  item  to  be  
delivered  is  located  at  the  bottom  of  a  stack.  

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Activity 8: In which sequence do I place the packed


stock items?

Discuss with your trainer the company policy for placing packed
stock items in certain sequences ready for despatch.

Write details of the sequences in the spaces below.

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

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Activity 9: How do I stack stock items actually despatched


from my warehouse?

Your trainer will select at least 5 packages of stock items for you to
stack.

You are now required to correctly stack the packages in


appropriate warehouse locations. Before starting this activity, you
should work out if it will be safe for you to move and stack the
packages by yourself. You must make sure that you follow OHS
rules during this activity.

Ask your trainer to check the location and stability of the stack
when you have finished placing the packages.

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You  may  be  able  to  improve  your  service  to  customers  by  
understanding  any  special  requirements  that  have  been  set  up  for  
delivery  of  packed  stock  items.  Some  companies  will  only  be  able  to  
accept  delivery  of  stock  items  at  certain  times,  perhaps  due  to  special  
refrigeration  requirements.  Others  may  only  allow  delivery  to  be  
accepted  by  certain  members  of  staff,  so  a  telephone  call  before  
delivery  may  be  required.  You  will  improve  customer  satisfaction  if  you  
despatch  stock  items,  taking  account  of  these  special  needs.  

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Activity 10: Which companies are the main customers for


the stock items that you despatch?

Discuss with your trainer the delivery processes used by your


warehouse for the stock items you despatch.

Make a list of the companies whose orders you are likely to


complete most often. Record any special delivery requirements that
they have.

Company Special requirements

e.g. Bloggs & Co. Frozen foods - afternoon delivery

_____________________ ____________________________

_____________________ ____________________________

_____________________ ____________________________

_____________________ ____________________________

_____________________ ____________________________

_____________________ ____________________________

_____________________ ____________________________

_____________________ ____________________________

_____________________ ____________________________

_____________________ ____________________________

_____________________ ____________________________

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Section 5

How should despatch


documentation be completed and
used?

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Section outline

Areas  covered  in  this  section  

Transportation  instructions  

Content  description  labels  

Delivery  label  with  full  delivery  address  

Insurance  documents  

Invoices  (if  applicable)  

Consignment  notes  and/or  stickers  

Checking  contents  of  parcel  documentation  holder  

Secure  attachment  of  parcel  documentation  holder  

Postage  paid  stickers  

Postal  record  sheet  

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How should despatch documentation be


completed and used?
Accurate  completion  of  despatch  documentation  will  enable  packed  
stock  items  to  have  the  best  chance  of  reaching  customers  as  soon  as  
possible  after  leaving  the  warehouse.  

You  must  make  sure  that  all  delivery  documentation  is  complete  and  
accurate.  The  most  important  piece  of  information  in  the  set  of  
despatch  documents  is  the  customer’s  delivery  address.  You  must  
provide  all  details  of  the  address  on  the  labels  and  paperwork.  

You  must  also  be  sure  of  where  the  customer  wants  the  goods  to  be  
delivered.  The  customer’s  mailing  address  may  not  be  the  same  as  the  
delivery  address.  The  customer  will  indicate  on  the  order  where  they  
want  the  goods  to  be  delivered.  

In  the  following  activities,  reference  is  made  to  documents  used  by  
Australia  Post.  These  are  examples  only;  other  delivery  companies  use  
documents  that  have  similar  functions.  If  your  trainer  chooses,  you  
may  complete  the  documents  in  this  guide  or  those  used  in  your  
warehouse.  

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Activity 11: What are the documents which control the


despatch of packed stock items?

Your workmates and trainer will use documents to control the


despatch of stock items. Discuss with them the way that these
documents are completed and used.

You may also want to look at the section, ‘Additional Resources’


near the end of this Learner’s Guide for an explanation of some
these documents.

Look around your workplace and tick on the list below the
documents available for you to despatch packed stock items.

Despatch documentation:
• parcel consignment notes ___________
• point to point/multi parcel labels ___________
• parcel lodgement record sheets ___________
• postal contract mailing statement ___________
• postal paid stickers ___________
• postal insurance documents ___________

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When  despatch  documents  are  being  filled  in,  all  reference  numbers  
on  every  document  will  need  to  be  written  accurately  and  clearly.  The  
reference  numbers  should  be  the  same  on  all  related  documents,  so  
that  packed  stock  items  can  be  traced  if  necessary.  For  example,  the  
same  consignment  number  will  appear  in  each  consignment  note  
sticker,  which  is  then  placed  on  every  container  of  stock  items  
delivered  to  a  customer.  This  consignment  number  will  then  appear  on  
the  single  multi-­‐parcel  address  label  used  for  despatch  of  these  
containers.  

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Activity 12: How do I complete despatch documentation?

Look at the customer order below. You will need to complete the
despatch documentation according to the information contained in
the order.

Each of the four items will be separately packaged and placed into
one delivery container.
Bloggs and Co. Stationers PURCHASE ORDER
‘Your Write With Us’
Bloggs and Co. The following number must
appear on
Accounts Dept. all related correspondence,
shipping
4th Floor, Stamford Trading House papers, and invoices:

190 Canterbury Road


Brighton TAS 7600 Reference Number: 509 356

Phone: (03) 6245 6999

TO: SHIP TO:


Aust. Warehouse Co. Bloggs and Co.
Accounts Dept. Unit 2
Aust. House Latrobe Training Estate
Tottenham Road EAST BRIGHTON TAS 7610
FOOTSCRAY WEST VIC 3012

ORDER DATE ORDER NO. SHIP VIA TERMS

QUANTI PRODUC UNIT DESCRIPTION UNIT TOTA


TY T PRICE L ($)
CODE ($)
8 P801258 PACKET Paper 80gsm White $6.87 $54.96
2 OHP5978 BOX Pens black OHP perm $2.20 $4.40
10 AB1385 1 Diary A4 week plan $5.50 $55.00
1 W98765 1 Wall year planner $10.12 $10.12
TOTAL $124.48

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You  should  now  complete  the  following  set  of  despatch  documents.  

1. Multi parcel delivery label

2. Consignment note

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3. Postage paid sticker

4. Parcel delivery record sheet

There is feedback on this activity at the back of this Learner’s


Guide.

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Activity 13: How do I pack stock items for despatch?

Your trainer is required to provide you with an order of picked stock


items that are to be packed and despatched.

You are to select appropriate packing equipment, pack each item,


and place each in the correct despatch location.

When all items are ready for transport collection, advise your
trainer.

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Activity 14: What are the methods to complete despatch


documentation in my warehouse?

Your trainer is required to provide you with a series of company


documents that are to be used for a despatch task.

You are to complete the despatch documentation according to the


information contained on an order that the trainer will also provide.

When the documentation is complete, give it to your trainer.

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Section 6

What must be done when


complaints are received?

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Section outline

Areas  covered  in  this  section  

Company  policy  (attitude  to  customers,  responsibilities  of  trainer)  

Referral  to  delivery  records  

Incorrect  stock  items  and  quantities  

Incomplete  delivery  address  

Bad  company  image  and  possible  loss  of  customers  

Costs  of  re-­‐issue  and  re-­‐delivery  

Bad  packing,  leading  to  damaged  goods  being  delivered  

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What must be done when complaints are


received?
If  a  customer  has  a  complaint  about  the  despatch  of  an  order,  you  
must  deal  with  the  complaint.  The  information  you  will  need  to  access  
quickly  includes:  
• the  packing  date  
• packing  method  
• copies  or  records  of  despatch  documentation  
• any  other  information  associated  with  the  order.  

You  should  written  the  correct  delivery  address  and  reference  


numbers  on  all  despatch  documentation.  This  will  allow  you  to  access  
the  details  needed  to  follow  up  any  customer  complaints.  

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Activity 15: How do I deal with despatch complaints


at my warehouse?

Discuss with your trainer the policy your company has regarding
your dealing with despatch complaints.

List below the main points from that discussion.

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

__________________________________________________

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Activity 16: What are the details I must access so that a


complaint can be actioned?

Discuss with your trainer what information you should provide when
a customer service complaint is received.

Place a tick beside the information that may be required to action a


customer complaint.

Transport company _____________

Delivery address _____________

Accounts department address _____________

Delivery reference number _____________

Customer contact name _____________

Date of packing _____________

Date of despatch _____________

Consignment note numbers _____________

Delivery record sheets _____________

Quantities and brands of stock items _____________

Delivery costs _____________

Packing methods _____________

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Additional
resources

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References:  

Point  to  point  ULD/multi  parcel  labels  

Multi  parcel  or  point  to  point  labels  are  used  when  different  parcels  or  
packed  stock  items  are  despatched  to  the  same  delivery  address.  The  
packed  stock  items  are  usually  placed  in  aluminium  containers  called  
Unit  Loading  Devices  (ULDs).  

You  must  make  sure  that  the  addresses  are  written  in  full  on  these  
labels,  so  that  the  parcels  will  be  delivered  as  soon  as  possible.  The  
delivery  address,  sender’s  address  and  the  consignment  note  number  
are  the  most  important  pieces  of  information  on  these  labels.  These  
will  be  used,  if  necessary,  to  trace  the  delivery  of  the  goods.  

See  page  45  for  an  example.  

Parcel  consignment  labels  

Parcel  consignment  labels  are  used  to  identify  which  parcels  are  to  be  
delivered  in  a  multi-­‐parcel  delivery  system.  Each  ULD  must  have  the  
same  consignment  number  appearing  at  the  bottom  of  the  label.  You  
must  make  sure  that  the  same  consignment  number  appears  on  all  
ULDs  to  be  delivered.    

See  page  45  for  an  example.  

Postage  paid  labels  

Postage  paid  labels  are  used  when  single  parcels  are  to  be  sent  to  
customers.  The  labels  indicate  that  the  postage  will  be  paid  by  your  
company,  as  part  of  its  accounting  arrangements  with  Australia  Post.  
These  labels  save  time  by  removing  the  need  to  write  how  postage  will  
be  paid.  The  receipted  delivery  number  will  be  different  for  each  
parcel.  

See  page  46  for  an  example.  

Parcel  delivery  record  sheets  

These  sheets  can  be  used  to  record  the  despatch  of  a  set  of  individual  
parcels  for  delivery  to  customers.  They  provide  a  neat  way  of  
summarising  despatches  over  a  period  of  time,  and  are  when  dealing  
with  despatch  complaints.  

See  page  46  for  an  example.  

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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.

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Activity 3: How do I check the picked stock items against


a customer order?

There were two errors in the table of picked stock items.

The correct items that should have been picked are:

Quantity Product Unit Description Price Total


code

2 OHP5977 Box Pens black OHP perm $2.20 $4.40

10 AB1385 1 Diary A4 week plan $5.50 $55.00

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Activity 12: How do I complete despatch documentation?

1. Multi parcel delivery label

2. Consignment note

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3. Postage paid sticker

4. Parcel delivery record sheet

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