CourierAssociate QP

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR LOGISTICS SECTOR
Contents
1. Introduction and Contacts..…………. P1

2. Qualifications Pack……………............ P3
3. Glossary of Key Terms …………..….…. P5
➢ OS describe what
4. OS Units……………………..……..……...... P8
individuals need to
do, know and 5. Nomenclature for QP & OS…..…...... P52
understand in order 6. Assessment Criteria for each NOS….P54
to carry out a
particular job role or
function Introduction
➢ OS are performance Qualifications Pack: Courier Associate
standards that (Elective – Perishable Shipment/ High Value Shipment/ Furniture
individuals must
achieve when and Household Shipment)
carrying out (Options – GST Application/ ERP Data Management)
functions in the
workplace, together SECTOR: LOGISTICS
with specifications
of the underpinning SUB-SECTOR: Courier/Express Services
knowledge and
understanding OCCUPATION: Hub/ branch operations
REFERENCE ID: LSC/Q1901

Logistics Skill Council
(LSC) ALIGNED TO: NCO-2015/ 8321.02, 4412.99, 9321, 9621.07 to .09 and ISCO -08/ 8321, 8322,
4412
‘Temple Towers’,
Ground Floor, No 476
Brief job description: The individual would perform handling, sorting, bagging, pickup
Anna Salai, Nandanam,
and delivery of couriers, collection of payment and reporting of daily activities.
Chennai 600 035
Email: dhanab@lsc-
india.com
1
Qualifications Pack for Courier Associate
Elective 1: Perishable Shipment

The individual would check for ambient temperature, perform safe, accurate and
efficient handling of perishables, collect package and inspect product condition, fill-
up necessary documents, deliver perishables and collect payment
Elective 2: High Value Shipment

The individual would perform safe, accurate and efficient handling of high value
shipment. S/He would collect, inspect, store, and move package with utmost care.
S/he would fill-up necessary documents, deliver the package only to the concerned
person and collect payment where applicable
Elective 3: Furniture and household Shipment

The individual would pack and move furniture and household, place the shipment in
the vehicle, take acknowledgement from customer, check ID card of the recipient,
deliver the shipment, and collect payment
Option 1: GST application

The individual would check the applicability of GST, identify proper classification,
verify details on the invoice and calculate taxable value
Option 2: ERP data management

The individual would collect information, feed information in the ERP system,
review entries made, coordinate with client and internal departments and provide
daily report to the management
Personal Attributes: A courier associate should demonstrate good written and oral
communication in English and vernacular language and should have an eye for
details. S/he should be fit to carry parcels, stand for long duration and open to
travel. S/he should be able to work as per plan along with the operations team
2
Qualifications Pack Code LSC/Q1901

Job Role Courier Associate
Credits(NSQF) TBD Version number 1.0
Job Details
Sector Logistics Drafted on 18/12/2017

Sub-sector Courier/ express services Last reviewed on 04/05/2019
Occupation Hub/ branch operations Next review date 04/05/2022
NSQC Clearance on DD/MM/YYYY
Effective from date DD/MM/YYYY

The individual would perform handling, sorting, bagging, pickup
Role Description and delivery of couriers, collection of payment and reporting of
daily activities.
NSQF 3
Minimum Educational Qualifications Class X; candidate should have completed 18 years of age
Maximum Educational Qualifications
Prerequisite License or Training Not Applicable for License.
Minimum Job Entry Age 18 years
Experience Nil
Compulsory:
1. LSC/N1901 Handling, sorting of mail and shipment bagging
2. LSC/N1902 Perform pickup and delivery
3. LSC/N1903 Handover and report
4. LSC/N9904 Maintain integrity and ethics in operations
5. LSC/N9905 Follow health, safety and security procedures
Electives (Mandatory to select atleast one):
Elective 1: Perishable shipment

1. LSC/N1904 Handle perishable shipment
Applicable National Occupational
Standards (NOS) Elective 2: High value shipment
2. LSC/N1905 Handle high value shipment
Elective 3: Furniture and household shipment

3. LSC/N1906 Handle furniture and households
Options (Not mandatory):
Option 1: GST application

1. LSC/N9906 Verify GST invoice
3
Option 2: ERP data management
2. LSC/N1907 Feed data into ERP and analyse in courier hub
Performance Criteria As described in the relevant OS units
4
Keywords /Terms Description

Definitions
Core Skills/Generic Core Skills or Generic Skills are a group of skills that are key to learning and
Skills working in today's world. These skills are typically needed in any work
environment. In the context of the NOS, these include communication related
skills that are applicable to most job roles.
Function is an activity necessary for achieving the key purpose of the sector,
occupation, or area of work, which can be carried out by a person or a group
Function
of persons. Functions are identified through functional analysis and form the
basis of NOS.
Job role defines a unique set of functions that together form a unique
Job role
employment opportunity in an organization.
Knowledge and understanding are statements which together specify the
Knowledge and
technical, generic, professional and organizational specific knowledge that an
Understanding
individual needs in order to perform to the required standard.
National Occupational
NOS are Occupational Standards which apply uniquely in the Indian context
Standards (NOS)
Electives are NOS/set of NOS that are identified by the sector as contributive
to specialization in a job role. There may be multiple electives within a QP for
Electives
each specialized job role. Trainees must select atleast one elective for the
successful completion of a QP with Electives
Options are NOS/set of NOS that are identified by the sector as additional
Options skills. there may be multiple options within a QP. It is not mandatory to select
any of the options to complete a QP with Options.
Unit code is a unique identifier for an Occupational Standard, which is
Unit Code
denoted by an ‘N’
Unit title gives a clear overall statement about what the incumbent should be
Unit Title
able to do.
Occupation is a set of job roles, which perform similar/related set of functions
Occupation
in an industry.
Organisational Context includes the way the organization is structured and
Organisational Context how it operates, including the extent of operative knowledge managers have
of their relevant areas of responsibility.
Performance Criteria are statements that together specify the standard of
Performance Criteria
performance required when carrying out a task.
Qualifications Pack comprises the set of NOS, together with the educational,
Qualifications
training and other criteria required to perform a job role. A Qualifications
Pack(QP)
Pack is assigned a unique qualification pack code.
Qualifications Pack Qualifications Pack Code is a unique reference code that identifies a
Code qualifications pack.
Scope is the set of statements specifying the range of variables that an 5
Scope
individual may have to deal with in carrying out the function which have a
critical impact on the quality of performance required.
Sector is a conglomeration of different business operations having similar
Sector businesses and interests. It may also be defined as a distinct subset of the
economy whose components share similar characteristics and interests.
Sub-sector is derived from a further breakdown based on the characteristics
Sub-Sector
and interests of its components.
Sub-functions are sub-activities essential to fulfil the achieving the objectives
Sub-functions
of the function.
Technical Knowledge is the specific knowledge needed to accomplish specific
Technical Knowledge
designated responsibilities.
6
Keywords /Terms Description

Acronyms
5S Sort, Set In order, Shine, Standardize and Sustain

ATM Automated teller machine
CGST Central Goods and Services Tax
COD Cash on delivery
ERP Enterprise Resource Planning
GPS Global Positioning System
GST Goods and Services Tax
GSTIN Goods and Services Tax Identification Number
HAZMAT Hazardous Material
HR Human Resources
HSN Harmonised System of Nomenclature
ID Identity document
IGST Integrated Goods and Services Tax
IT Information Technology
LPG Liquefied petroleum gas
MHE Material Handling Equipment
NSQF National Skills Qualifications Framework
OH&S Occupational Health and Safety
OS Occupational Standards
OSHA Occupational Safety and Health Administration
PAN Permanent Account Number
PPE Personal Protective Equipment
QP Qualifications Pack
RFID Radio Frequency Identification Device
SAC Service Accounting Code
SGST State Goods and Services Tax
SOP Standard Operating Procedure
UIN Unique Identification Number
7
LSC/N1901 Handling and sorting of mail, shipment bagging
Overview
This unit is about handling and sorting of mails, and shipment bagging/ de-bagging
8
Unit Code LSC/N1901
Unit Title
National Occupational Standard
Handling and sorting of mail, shipment bagging

(Task)
Description This unit is about handling mails, sorting and shipment bagging/ de-bagging activities
Scope This unit/task covers the following:
• Receiving and handling of mail bags
• Shipment de-bagging and sorting
• Shipment bagging and loading
Range: Stationery, Radio Frequency Identification Device (RFID) scanner, bar code
scanner, plastic bags, markers, Personal Protective Equipment (PPEs), Material
Handling Equipment (MHEs), computer, projector, worksheets, SOP, etc.
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Receiving and To be competent, the user/individual on the job must be able to
handling of mail bags PC1. obtain daily count sheet and schedule of inbound/ outbound mail bags
from supervisor for bagging/ de-bagging
PC2. obtain daily trucking schedule and plan for loading/ unloading of trucks
PC3. collect the necessary equipment like barcode scanners, non-production
material, etc. and the necessary PPE
PC4. wear the appropriate PPE before starting the work
PC5. collect the necessary labels, stationery, barcodes, etc. from the executive
PC6. request and arrange for material handling equipments, if required
PC7. verify the truck to be unloaded
PC8. identify the mail bags that need to be unloaded first considering priority list
PC9. unload and move mail bags into the inbound area, manually
PC10. check all mail bags and segregate damaged mail bags
PC11. move all the mail bags into the sorting area
PC12. check if there are any dangerous goods and handle them as per standard
operating procedure (SOP)
Shipment de-bagging To be competent, the user/ individual must be able to:
and sorting of mail PC13. scan the bar code stickers of inbound bags and remove bag seal to take out
shipments
PC14. gather shipments to be sorted
PC15. set-up bins/shelves in which the shipments must be sorted
PC16. segregate outbound mails in different buckets based on geography,
shipment type, storage and priority
PC17. segregate inbound mails in different buckets based on geography, shipment
type, storage and priority
PC18. handover sorted mails for shipment bagging/ delivery
PC19. flag damaged and unlabelled shipments
PC20. debag and sort dangerous shipments as per the handling procedure
Shipment bagging To be competent, the user/ individual must be able to:
and loading PC21. collect the sorted outbound shipments, place them in the bag and check
condition of shipment
9
PC22. seal the bag, label it with bar code sticker and other labels
PC23. scan the bar code sticker or label on the bag
PC24. prioritize and move mail bags to the loading area, use MHE if required
PC25. identify and inform any damaged or suspicious shipments
PC26. bag the dangerous goods separately as per SOP
PC27. assist in sampling inspection if required
PC28. load and arrange the mail bags in the assigned truck
Knowledge and understanding (K)
A. Organizational The individual on the job needs to have knowledge of:
context KA1. organizational procedures
(Knowledge of the KA2. different hubs and service stations of the organization
company / KA3. documentation and reporting as per organization's mandate
organization and KA4. security procedures to be followed
its processes) KA5. escalation matrix for reporting identified problems
KA6. risk and impact of non-compliance with defined processes
KA7. coding system for labeling mails
B. Technical The individual on the job needs to know and understand:

knowledge KB1. use of computer and associated equipment like scanner
KB2. geographical spread of states and cities
KB3. 3-digit city codes
KB4. labels and instructions indicating delivery details of the shipment
KB5. types of shipment being handled
KB6. special characteristics and handling requirements of different shipment, if any
KB7. (Hazardous Material) HAZMAT codes and corresponding handling practices
KB8. loading/unloading and transport methods that can be used for different types
of shipments/bags
KB9. shipments packing requirement for various weather and geographical
conditions
KB10. different arrangements of mails to maximize space utilization
Skills (S)
A. Core skills/ Reading skills
generic skills The user/individual on the job needs to know how to read:
SA1. written instructions
SA2. invoicing label and shipment labels
Writing skills
The user/individual on the job needs to know how to write:
SA3. shipment and sorting details
SA4. report regarding damages, mismatch, etc
Oral communication (listening and speaking skills)
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The user/individual on the job needs to know how to communicate:
SA5. with team members and supervisors
SA6. with workers/ team members for delays and updates in schedules
B. Professional skills Decision making
The user/individual on the job needs to know how to:
SB1. decide on which type of MHE is required based on initial details provided
SB2. identify the space required for loading and unloading based on shipment and
trucking details
SB3. identify and decide which shipments are to be labelled as damaged and which
ones are to be accepted
Plan and organize
SB4. estimate time required for each activity and make realistic plans
SB5. maintain schedules and punctuality
SB6. prioritize and execute tasks in within the scheduled time limits
SB7. flexibility to re-assess schedule in case of delays/additional orders
SB8. be a team player and achieve joint goals
Customer centricity
SB9. adhere to customer timelines
SB10. prioritise requests
Problem solving
SB11. identify the missing information regarding label, certain packing requirement,
etc. and inform, team member / supervisor to get it rectified
SB12. identify trends/common causes for errors and suggest possible solutions
SB13. resolve issues regarding deployment of equipment, etc.
Analytical thinking
SB14. suggest and implement methods to streamline sorting and bagging activities
SB15. suggest methods to minimise sorting and bagging errors
Critical thinking
SB16. check compliance for established norms for weights, package size, of
consignments, etc.
SB17. identify dangerous shipment and ensure compliance to handling norms
11
NOS Version Control
NOS Code LSC/N1901

Industry Logistics Drafted on 18/12/2017
Industry Sub-sector Courier/ express services Last reviewed on 01/03/2019
Occupation Hub/branch operations Next review date 01/03/2022
12
LSC/N1902 Perform pickup and delivery
Overview
This unit is about performing pickup and delivery of courier items
13
Unit Code LSC/N1902

Unit Title
Perform pickup and delivery

(Task)
Description This unit is about performing pickup and delivery
• Prepare for pickup or delivery
• Perform pickup
• Perform delivery
Range: Stationery, Global Positioning System (GPS) device, standard forms, Radio
Frequency Identification Device (RFID) scanner, bar code scanner, plastic bags,
markers, transport vehicle, computer, projector, SOP, etc.
Prepare for pickup or To be competent, the user/ individual must be able to:
delivery PC1. obtain daily list and schedule for pick-up/ delivery
PC2. check customer account details such as address, phone number and delivery
time, if applicable
PC3. verify if payment has been made or it is cash on delivery (COD)
PC4. collect necessary devices such as GPS tracking devices etc.
PC5. collect forms, missed delivery notes and other stationery
PC6. store and secure dangerous goods in the vehicle as per Standard Operating
Procedure (SOP)
PC7. follow the SOP for handling of different types of dangerous shipment
PC8. check vehicle for usability and report any issue
Perform pickup To be competent, the user/individual on the job must be able to:
PC9. check with the customer if the shipment is ready
PC10. ensure the right etiquettes are maintained during pickup and delivery with
the customer
PC11. get sign-off from customer on cancellation acknowledgement slip, if cancelled
PC12. inspect the shipment for type of product and its condition and collect
PC13. fill out the shipment collection forms and complete the paperwork with
customer’s signature
PC14. handover customer receipt from the customer indicating tracking number
PC15. collect the shipment charges if required
14
Perform delivery To be competent, the user/individual on the job must be able to:
PC16. collect the shipment from courier office as per schedule and check condition
of the shipments
PC17. report to supervisor regarding any damage or errors with respect to the
shipment
PC18. load shipments onto vehicle as per the delivery route
PC19. inform the customer on delivery to check their availability or alternate person
to handover in case of low value goods
PC20. request receiver for a proof of identity, verify and note identity card details
PC21. get the customer's signature (digitally or on paper) as acknowledgement and
hand over shipment to customer
PC22. collect cash if it is COD
PC23. if the customer is not available at the premises or if address is wrong or if the
place is locked, bring back the consignment to courier office

A. Organizational The individual on the job needs to know and understand:
company / KA3. documentation requirement and reporting as per organization's mandate
KA6. risk and impact of not following defined procedures/work instructions
KA7. coding system followed to label mail

knowledge KB1. use of data management device
KB4. labels and instructions regarding delivery details of the shipment
KB5. preventive and basic maintenance of vehicle used for pickup & delivery
KB6. route maps and roads across the city
KB7. usage of different forms used in delivery and reverse logistics
KB8. usage of electronic devices to receive acknowledgement
KB9. usage of GPS enabled devices to track address
KB11. Hazardous Material (HAZMAT) codes and corresponding handling procedures
KB12. special characteristics and handling requirements of different shipment, if any
KB13. loading/unloading and transport methods that can be used for different types
of shipments/bags
KB14. shipments packing requirement for various weather and geographical
15
conditions
Skills (S)
generic Skills The user/individual on the job needs to know how to read:
SA2. instructions as per the invoicing label and shipment labels
SA3. read route maps and geographical maps
SA4. read forms and delivery/pickup instructions for/ from the customer
Writing skills
SA5. transport logs and vehicle logs
SA7. delivery notes and fill forms
SA9. for delays and updates in schedules
SA10. with external stakeholders in a polite manner
SA11. greet the customer and understand his requirements and queries
SB1. improvise on the route map considering traffic and other scenarios
SB2. decide on possible alternate routes using GPS, google maps and data
management devices
SB3. replan missed deliveries with minimal variation in the route
Plan and organize
The user/individual on the job needs to know how to
Customer centricity
SB10. address customer queries
Problem solving
SB11. identify trends/common causes for vehicle issues and resolve the same or
highlight to supervisor
16
SB12. handle day to day coordination with traffic

Analytical thinking
SB13. suggest and implement methods minimise travel time
SB14. ensure optimum utlization of space on the vehicle
SB15. analyse travel routes to devise new route plans
SB16. plan buffers to ensure that missed deliveries are also catered to
Critical thinking
consignments, etc.
NOS Version Control
NOS Code LSC/N1902

17
LSC/N1903 Handover and report
Overview
This unit is about performing various handover procedures and reporting
18
Unit Code LSC/N1903
Unit Title
Handover and report

(Task)
Description This unit is about performing various handover procedures and reporting
• Handover shipments at the service/delivery station
• Report to supervisor
Range: Stationery, standard forms, computer, projector, Standard Operating
Procedure (SOPs), etc.
To be competent, the user/individual on the job must be able to:
PC1. handover collected and undelivered shipments to the concerned coordinator
in the service station
Handover shipments PC2. document reasons for undelivered shipments and handover to coordinator
at the PC3. handover the company copy of the receipts (in case of pickups) to the billing
service/delivery clerk and collect acknowledgement
station PC4. handover the money collected from customers (in case of cash on delivery) to
the cashier and collect acknowledgement
PC5. return devices and any unused stationery to the store or supervisor and collect
acknowledgement
PC6. report on delays, cancellations, missed pickups or deliveries and their locations
so that it could be included in the subsequent plan
PC7. report any damages to shipments that had occurred during transit
Report to supervisor
PC8. report on the condition of the delivery vehicle and any maintenance or
replacement that might be required
PC9. complete any forms as required as per company policy, such as insurance
forms for damaged shipment, reimbursement forms, etc.
company / KA3. documentation and reporting as per organization's mandate
19
B. Technical The individual on the job needs to have knowledge and understand:
knowledge KB1. use of a computer and associated equipment like scanner
KB4. reporting and documenting formats
KB5. labels and instructions for delivery details of the shipment
KB6. driving pickup and delivery vehicles
KB7. basic maintenance of pickup and delivery vehicles
KB10. special characteristics and handling requirements of shipment
Skills (S)
SA3. forms and delivery instructions from the customer
Writing skills
SA4. daily closure reports
SA6. delivery notes and fill forms

SA8. regarding delays and updates in schedules

SB2. replan missed deliveries with minimal variation in the route
Plan and organize
Customer centricity
20
The user/individual on the job needs to know and understand:
SB8. the importance of timelines and how to adhere to it
Problem solving
SB9. identify trends/common causes for errors and suggest possible solutions to
the supervisor
Analytical thinking
SB10. suggest and implement methods to minimise travel time
SB11. plan buffers to ensure that missed deliveries are also catered to
Critical thinking
consignments, etc.
NOS Version Control
NOS Code LSC/N1903

21
LSC/N9904 Maintain integrity and ethics in operation
Overview
This unit is about maintaining integrity, ensuring data security, and professional and ethical
practices.
22
Unit Code LSC/N9904

Unit Title
Maintain integrity and ethics in operation

(Task)
Description This unit is about maintaining integrity, ensuring data security, and professional and
ethical practices
• Maintain integrity and ensure data security
• Professional and ethical practices
• Ensure regulatory compliance
Range: Standard Operating Procedures (SOP), worksheets, computer, projector,
printer, display board and markers

Maintain integrity To be competent, the user/ individual must be able to:
ensuring data PC1. refrain from indulging in corrupt practices
security PC2. avoid using company's funds, property or resources for undertaking personal
activities
PC3. protect customer's information and ensure it is not misused
PC4. protect data and information related to business or commercial decisions
Professional and To be competent, the user/ individual must be able to:
ethical practices PC5. avoid acceptance of cash or kind from vendors for support or contract
negotiations
PC6. demonstrate and practice ethics in day-to-day processes and dealings with
customers and colleagues
PC7. avoid nepotism
PC8. consult supervisor or senior management when in situations that may require
differentiating between ethical and unethical
PC9. report promptly all violations of code of ethics
PC10. dress up and conduct in a professional manner
PC11. communicate with clients and stakeholders in a soft and polite manner
PC12. follow etiquettes in accordance to the place
Ensure regulatory To be competent, the user/ individual must be able to:
compliance PC13. check for regulatory documentation and compliances for the shop floor as per
information from the supervisor
PC14. perform activities considering the regulatory requirements
PC15. use Personal Protective Equipment (PPEs) in accordance to regulatory
requirements
PC16. identify the different types of dangerous goods and handling methodologies
PC17. follow the SOP for handling of different types of dangerous goods
23
PC18. consult supervisor or senior management when in situations that may require
differentiating between ethical and unethical
PC19. promptly report all regulatory violations
A. Organizational The user/individual on the job needs to know and understand:

context KA1. company’s policies on use of language
(Knowledge of the KA2. company’s Human Resources policies
company / KA3. company’s code of ethics
organization and KA4. company’s whistle blower policy
its processes) KA5. company’s rules related to sexual harassment
KA6. company’s reporting structure
KA7. company’s documentation policy
B. Technical
The user/individual on the job needs to know and understand:
knowledge
KB1. principles of code of ethics and business ethics
KB2. various regulatory requirements
KB3. documentary compliance for various regulations
KB4. different dangerous shipment
KB5. regulations w.r.t dangerous shipment
Skills (S)
A. Core skills/ Reading Skills
generic skills The individual on the job needs to know how to read:
SA1. company policy documents and work related documents
SA2. emails and written instructions
Writing Skills
The individual on the job needs to know how to fill:
SA3. documentation pertaining to ethics and regulatory requirement
Oral Communication (Listening and Speaking skills)
The individual on the job needs to know how to communicate with:
SA4. team members to work efficiently
SA5. peers and subordinates about information security and building trust
Decision making
B. Professional skills
The individual on the job needs to know how to:
SB1. identify a shipment as dangerous goods
SB2. assess if the situation needs to be reported regarding regulations
Plan and Organize
SB3. plan and organise actions as per company’s guidelines
Customer centricity
SB4. prevent company and customer information leakage
24
Problem solving
SB5. advisee colleagues regarding sensitive issues pertaining to conduct and
regulations
Analytical Thinking
SB6. provide professional services diligently and with integrity
Critical Thinking
SB7. avoid defaming company’s name by indulging into pilferage or fiddling with
quality or quantity of shipment
SB8. be fair and reasonable in profession and disclose conflict of interests
NOS Version Control
NOS Code LSC/N9904

Sub-Sector Generic Last reviewed on 01/03/2019
Occupation Generic Next review date 01/03/2022
25
LSC/N9905 Follow health, safety and security procedures
Overview
This unit is about ensuring compliance with health, safety and security procedures at the
workplace
26
Unit Code LSC/N9905
Unit Title
Follow health, safety and security procedures

(Task)
Description This unit is about ensuring compliance with health, safety and security procedures at
the workplace
• Follow health, safety and security procedures
• Ensure compliance to health, safety and security
Range: Personal Protective Equipment (PPE), Material Handling Equipment (MHE),
instructional material, alarms, safety guidelines, safety signs, computer, projector etc.

Follow health, safety To be competent, the user/ individual must be able to:
and security PC1. make note of all safety processes in different location (cargo loading area,
procedures ramp operation area, etc.) with reference to area of operation
PC2. wear all PPE such as goggles, ear plugs, helmet, mask, shoes, etc. as
applicable in the cargo movement area
PC3. follow standard driving practice to ensure safety of life and material
PC4. follow organizational protocol to deploy action in case of signs of any
emergency situation or accident or breach of safety
PC5. undertake periodical preventive health check ups
PC6. follow necessary Standard Operating Procedure (SOP) and precautions while
handling dangerous and hazardous goods
PC7. follow security procedures like green gate in port, customs area, factory
security, etc.
PC8. comply with data safety regulations of the organisation
PC9. follow standard safety procedures while handling hazardous / fragile cargo
and walk only on the designated pathway
Ensure compliance to To be competent, the user/ individual must be able to:
health, safety and PC10. recognise unsafe conditions and safety practices at the workplace and report
security it to concerned authority
PC11. inspect the activity area and equipment for appropriate and safe condition
PC12. check if stacking is done at defined height and is not on the walk way
PC13. check if walk way is free from grease/ oil
PC14. check if emergency fire alarms, water sprinklers and smoke detectors are
installed at all places
PC15. participate in fire drills
PC16. check if standard material handling procedure are being followed
PC17. check if hold ladders, platforms and hand rails to be in a sound and safe
condition
27
PC18. check if all the safety and security related tags, labels and signage are placed
in the cargo
PC19. check if loading instrument is certified and operational
PC20. implement 5S at workplace
PC21. check if cargo has passed security checks and report in case of any violation
context KA1. health, safety and security policies and procedures
(Knowledge of the KA2. special instructions for hazardous cargo handling
company / KA3. defined standard operating procedures
organization and KA4. risk and impact of not following defined procedures/work instructions with
its processes) reference to health, safety and security operations
KA5. escalation matrix for reporting identified problem
knowledge KB1. basics of Occupational Safety and Health Administration (OSHA)
KB2. 5S implementation and practice
KB3. necessary security procedures for airport, customs area, etc.
KB4. tools and equipment for material handling
KB5. standard material handling procedures while handling cargo
KB6. safety and security signage and their functions
KB7. different security tags, labels and signage
KB8. handling procedure for hazardous / fragile cargo
KB9. security procedures for dangerous / hazardous shipment
KB10. different PPE, their usage and purpose
KB11. safe driving techniques
Skills (S)
SA1. SOPs and safety precautions for different ground operations and handling
cargo
SA2. different documents related to security and movement of cargo
Writing skills
SA3. fill forms related to health, safety and security procedures

SA4. communicate clearly with colleagues regarding safety procedures
SA5. share experience and guide peers

SB1. decide how to avoid any damage / accident to personal health / cargo
28
handled, whenever required
SB2. act objectively, rather than impulsively or emotionally when faced with
difficult/stressful or emotional situations
Plan and organize

SB3. plan clearance of cargo in manner that it does hamper the safety of the cargo
and the loader/unloader
SB4. prioritize and execute tasks within the schedule time limits
SB5. plan and drive based on traffic and road condition using radio links/navigation
aids wherever available
Customer centricity
SB6. ensure safe and secure movement of shipments, cargos etc.
Problem solving
SB7. identify any threats on personal health, safety, security, etc. and take
appropriate actions
SB8. identify risks at the workplace and address them
Analytical thinking
SB9. analyse past mistakes and address them to avoid mishap in the future
Critical thinking
SB10. check that right safety measures and procedures are in place
NOS Version Control
NOS Code LSC/N9905

Industry Sub-sector Generic Last reviewed on 01/03/2019
29
LSC/N1904 Handle perishable shipment
Overview
This unit is about engaging into handling perishable shipment including Liquefied petroleum gas (LPG)
gas cylinders and food delivery
30
Unit Code LSC/N1904
Unit Title
Handle perishable shipment

(Task)
Description This unit is about handling perishable shipment including LPG gas cylinders and food
delivery
• Handle perishable shipment
• Pickup of perishable shipment
• Delivery of perishable shipment
Range: Personal Protective Equipment (PPEs), Material Handling Equipment (MHEs)
like Forklift, pallet truck, barcode scanner, packaging devices, packaging material,
markers and stationery, temperature controlled delivery vehicles, etc.
PC1. check the different ambient temperature requirement for various perishable
food products
PC2. perform picking, packing, loading, unloading and storage of perishable food
products (such as food items, flowers, horticultural produce, dairy, meat etc.)
PC3. wrap and palletize different perishable shipments, taking required
Handle perishable precautions
shipment PC4. load the packed shipments onto transport vehicle safely, accurately and
efficiently
PC5. identify contaminated shipment and quarantine them as per the standard
operating procedure (SOPs)
PC6. clean and maintain delivery center aisles and product slots
PC7. use various precautions to prevent contamination of perishables

PC8. inspect the shipment for type of product
PC9. check if the shipment is tampered or if the product is contaminated
PC10. collect and store the perishable in the vehicle maintaining the required
Pickup perishable temperature
shipment PC11. store the perishable products in appropriate storage containers, bins etc as
per the product requirement
PC12. fill-up necessary documentation and handover receipt to the customer
PC13. collect shipment charges if required

Delivery of PC14. collect the shipments to be delivered
perishable shipment
PC15. check that shipment is tamper proof and contamination free
31
PC16. report to coordinator regarding any damage or documentation errors
PC17. load the perishable goods in the vehicle and maintain ambient temperature
PC18. deliver the shipment to the customer and collect acknowledgement
PC19. receive cash if it is Cash on Delivery (CoD)

KA2. different hubs and service stations of the organization
KA3. documentation and reporting as per organization's mandate
KA4. security procedures to be followed
KA5. escalation matrix for reporting identified problems
KB4. labels and instructions regarding delivery details
KB5. driving of pickup and delivery trucks
KB6. basic maintenance of pickup and delivery truck
KB8. types of shipment being handled and their associated precautions
KB10. different perishable products, estimated shelf life and handling precautions
KB11. ambient temperature for different type of perishable products
KB12. operation of reefer vehicles
Skills (S)
generic skills The user/individual on the job needs to know and how to read:
SA3. route maps and geographical map
SA4. forms and delivery/pickup instructions
Writing skills
SA7. delivery notes and forms
32
SA9. for delays and updates in schedules
SA10. with external stakeholders in a polite manner
SA11. greet the customer and address his/her requirements and queries
SB2. decide on possible alternative routes using Google maps and Global Positioning
System (GPS)
Plan and organize

SB4. maintain schedules and punctuality avoid absenteeism
Customer centricity
SB9. address customer’s requirement
Problem solving
SB11. handle day to day coordination with traffic and other stakeholders
Analytical thinking
SB13. ensure optimum utlization of space on the vehicle
SB15. plan for buffers to ensure that missed deliveries are also catered to
Critical thinking
SB16. identify tampered packages
SB17. assess if the product is beyond is expiry date
33
NOS Version Control
NOS Code LSC/N1904

Occupation Hub/branch operation Next review date 01/03/2022
34
LSC/N1905 Handle high value shipment
Overview
This unit is about engaging into handling high value shipment
35
Unit Code LSC/N1905
Unit Title
Handle high value shipment

(Task)
Description This unit is about engaging into handling high value shipment
• Handling of high value shipment
• Pickup of high value shipment
• Delivery of high value shipment
Range: Personal protective equipment (PPE), Material Handling Equipment (MHE) like
Forklift, Reach stacker, pallet truck, etc., barcode scanner, packing devices, packing
material, markers and stationery, delivery vehicles, etc.
PC1. collect requisite documentation related to and approvals for picking high value
shipment. E.g. Purchase order, special instructions, description and value of
goods, customs documents, duty exemptions etc.
PC2. collect high value item and make the necessary documentation and signatures
Handling of high as required
value shipment
PC3. for automated teller machine (ATM) cash filling, check the correctness of
amount and denomination of currency as per document
PC4. take due care to prevent damage ad breakage in case if it is fragile
PC5. deliver the goods for shipment or if undelivered then handover it to the office
for safekeeping
PC6. collect and inspect the shipment for type of product and its condition
PC7. collect relevant documentation including if the shipment is insured or not
PC8. check for identity document (ID) card and keep scan copy/ photo of ID card
while picking the good
PC9. thoroughly check for damage and report the same on the pickup receipt
Pickup of high value
PC10. pack the item with due care if required and label it appropriately clearly
shipment
indicating handling procedure for the goods
PC11. keep the shipment in safe custody till it is handed over at the office
PC12. fill out the necessary paperwork and handover receipt to the customer
PC13. collect payment for shipment if required
PC14. handover the goods to the supervisor and take acknowledgement on the
document
36
PC15. collect and inspect the shipment for tampering and report if any
PC16. collect relevant documentation and ensure safe storage of shipment
Delivery of high value PC17. check for identity proof and note down the details of the proof
shipment PC18. handover the goods to the customer and collect acknowledgement
PC19. collect cash if it is Cash on Delivery (CoD)
PC20. fill out the necessary paperwork and handover receipt to the
supervisor/custodian when shipment is not delivered
KB4. labels and understand delivery details of the package
KB5. driving of pickup and delivery trucks
KB6. basic maintenance of pickup and delivery truck
KB10. different high value shipment and precautions to be taken while handling/
transferring them
KB11. documentation to be checked while handing over high value shipment
KB12. operation of secured transit vehicles
KB13. different types of Govt. issued ID cards and reading them
Skills (S)
A. Core skills/ generic Reading skills
skills The user/individual on the job needs to know how to:
SA1. read and understand written instructions
SA3. read management directions in English
SA4. read rute maps and geographical map
SA5. read forms and delivery/pickup instructions for/ from the customer
37
SA6. read ID cards and cross verify
Writing skills
SA7. write details in transport logs and vehicle logs
SA8. write report regarding damages, mismatch, etc
SA9. write forms and delivery notes
SA10. communicate clearly in local language or English with team members and
supervisors
SA11. communicate with supervisorsfor delays and updates in schedules
SA12. communicate with external stakeholders in a polite manner when on road
SA13. communicate and greet the customer and understand his requirements and
queries
SB2. use google maps and data management devices to decide on pissble
alternative routes
SB3. decide and replan missed deliveries with minimal variation in the route in co-
ordination with the customer
SB4. decide on if the package is tampered or if the product is broken
Plan and organize

SB7. avoid absenteeism
Customer centricity
SB11. adhere to the timelines
SB12. greet and coordinate with the customer in a polite manner
Problem solving
SB14. handle day to day coordination with traffic and other stakeholders to keep
shipment on track while on route
38
Analytical thinking
SB17. suggest and have buffers to ensure that missed deliveries are also catered to
Critical thinking
SB18. identify tampered shipments and packaging
SB19. read and assess if the shipment is insured or not
SB20. ensure secure cairrage of high value shipment
NOS Version Control
NOS Code LSC/N1905

39
LSC/N1906 Handle furniture and household
Overview
This unit is about handling furniture and household
40
Unit Code LSC/N1906
Unit Title
Handle furniture and household

(Task)
Description This unit is about engaging into packing and moving furniture and household
• Pickup and handling of furniture and household
• Delivery of furniture and household
Range: Personal protective equipment (PPE), Material Handling Equipment (MHE) like
Forklift, pallet truck, barcode scanner, packing devices, packing material, markers and
stationery, delivery vehicles, etc.
PC1. collect the checklist of items to be packed and cross check the same with
client’s copy
PC2. check the items for damages and report the same
PC3. get acknowledgement on the damaged goods receipt from customer
PC4. use the appropriate packing material and pack the furniture and other
Pickup and handling
households ensuring there is no damage or breakage
of furniture and
household PC5. follow the indicated norms while handling and moving packages particularly in
dismantling and setting up
PC6. organize the packages in the carriage to utilize space optimally taking due care
for fragile shipments
PC7. take acknowledgement from customer on the checklist of shipments loaded
and the place and time for delivery

PC8. obtain orders from supervisor for delivery of items and collect the necessary
documentation related to the items
PC9. connect with the customer for his availability for delivery
PC10. cross check the address and handover details for confirming the place and
person of delivery
PC11. check for proof of identity and note down details of identity card
Delivery of furniture
PC12. unload the items and move to as directed by the customer
and household
PC13. unpack the items with due care to ensure there are no damages
PC14. get an acknowledgement of the customer on the checklist indicating any
damages
PC15. report breakages or damages to the supervisor and connect the customer with
the supervisor or customer care
PC16. handover the copy of delivery receipt to the customer and take
acknowledgement
41
PC17. collect payment if required and keep under lock and key with utmost care

knowledge KB1. use of a computer and associated equipment like scanner
KB4. labels and instructions for delivery details of the package
KB5. driving of pickup and delivery vehicles
KB6. basic maintenance of pickup and delivery vehicles
KB10. packing and unpacking of different home appliances, furniture, small gods and
fragile shipment
KB11. documentation to be checked while pickup and delivery of shipment
KB12. operation of transit vehicles
KB13. different types of Govt. issued Identity document (ID) cards and reading them
KB14. different mail arrangements to maximize space utilization
Skills (S)
A. Core Skills/ Reading skills
Generic Skills The user/individual on the job needs to know how to read:
SA3. read route maps and geographical map
SA4. forms and delivery/pickup instructions
SA5. details in identity cards
Writing skills
SA8. delivery notes and forms
42
SA10. regarding delays and updates in schedules
SA11. with external stakeholders in a polite manner when on road
SB2. decide on possible alternate routes using google maps and Global Positioning
System (GPS)
SB3. decide if the package is tampered
Plan and organize

Customer centricity
SB9. adhere to the timelines
SB10. address the queries and requirement of the customers
Problem solving
SB11. identify trends/common causes for vehicle issues
SB12. identify common causes of breakages and damages
SB13. handle day to day coordination with traffic and other stakeholders
Analytical thinking
SB16. suggest space utilization and packing needs for different shipment
Critical thinking
SB17. identify tampered packages
SB18. assess if the shipment is insured or not
SB19. ensure secure cairrage of high value and fragile shipment
43
NOS Version Control
NOS Code LSC/N1906

44
LSC/N9907 Verify GST invoices
Overview
This unit is about ensuring checking applicability of Goods and Service Tax (GST) and verifying invoice
45
Unit Code LSC/N9906
Unit Title
Verify GST invoices

(Task)
Description This unit is about checking applicability of GST and verifying invoice.
• Check applicability of GST
• Verify invoice
Range: Standard Operating Procedure (SOP), work sheets, computer, projector,
stationery
Check applicability of To be competent, the user/ individual must be able to:
GST PC1. identify location of service recipient and place of supply of services
PC2. identify proper classification of the transaction (i.e. Intra-State or Inter-state)
and determine the applicable Goods and Services Tax (GST): Central Goods
and Services Tax (CGST), Integrated Goods and Services Tax (IGST), State
Goods and Services Tax (SGST)
PC3. identify if GST is payable under reverse charge in case the Service provider is
unregistered party
Verify invoice To be competent, the user/ individual must be able to:
PC4. obtain name, address, Goods and Services Tax Identification Number (GSTIN),
Permanent Account Number (PAN), email id of service/ shipment provider
and recipient
PC5. obtain description of service, Service accounting code (SAC) / Harmonised
System of Nomenclature (HSN) code
PC6. receive unique identification number (UIN) for multilateral entity
PC7. check for relevant notification in case of exempt clients
PC8. calculate taxable value considering applicable rate of GST based on SAC/HSN
PC9. check for vendor invoices for all mandatory particulars and applicable GST
context KA1. reporting structure to support and expedite project acivities
(Knowledge of the KA2. company’s policy and work instructions on quality standards
company / KA3. company’s products and services
organization and KA4. organisational guidelines for dealing with receipts and payments
its processes) KA5. company’s policy on mode of receipts
KA6. company’s policy on processes and methods of collection and payments
knowledge KB1. financial concepts such as calculation of interest and taxes
KB2. Concept and applicability of GST
KB3. bifurcation of taxes
KB4. reverse charge mechanism
KB5. exemptions under GST
KB6. refund process
KB7. use of MS office (Excel, Word)
46
KB8. CGST Act, 2017 (preferable not mandatory)
Skills (S)
SA1. various accounting procedures and updates
SA2. forms and policy directives
SA3. vendor invoices
Writing skills
SA4. maintain record of invoices verified
SA5. coordinate with colleagues and seniors
SB1. decide on applicability of tax rates
Plan and organize
SB2. plan and organise information for verifying invoice
Customer centricity
SB3. ensure tax indicated is correct
SB4. inform about any errors or refunds to be sought and extra taxes to be paid
Problem solving
SB5. resolve tax related issues with accounts department and vendors
Analytical thinking
SB6. analyse invoices for tax calculation
Critical thinking
SB7. check for error in invoice
NOS Version Control:
NOS Code LSC/N9906

Industry Sub-sector Generic Last reviewed on 01/03/2019
47
LSC/N1907 Feed data into ERP and analyse data in courier hub
Overview
This unit is about performing data entry into Enterprise Resource Planning (ERP) and
extracting reports and analysis and ensuring information flow
48
Unit Code LSC/N1907
Unit Title
Feed data into ERP and analyse in courier hub

(Task)
Description This unit is about feeding information into Enterprise Resource Planning (ERP) and
analyse data to draw inferences and ensure information flow
• Obtain information from associate and supervisor
• Feed information into ERP
• Analyse and report
• Coordinate and communicate internally and to external stakeholders
Range: Barcode scanner, packing devices, packing material, markers and stationery,
computer, printer, ERP software, etc.
Obtain information To be competent, the user/individual on the job must be able to:
from associate and PC1. collect information regarding shipments, loading, un-loading, packing and
supervisor binning activities, etc.
PC2. collect information regarding completions, priorities, delay, escalations, etc.
PC3. obtain information regarding changes in inventory
Feed in information To be competent, the user/ individual must be able to:
into ERP PC4. key in and update information regarding floor operations in ERP
PC5. key in and update information regarding priorities, completion status, delays,
escalations, etc.
PC6. key in and update information on inventory count based on regular feedback
Analyze and report To be competent, the user/ individual must be able to:
PC7. review entries made into the ERP with respect to daily floor operations
PC8. generate reports in ERP and conduct trend analysis and report to
management
PC9. provide a daily report to management regarding end of the day status
Coordinate and To be competent, the user/ individual must be able to:
communicate PC10. coordinate with customers to understand their requirements on dispatch,
internally and to tracking of orders, shipment in transit, etc.
PC11. coordinate with departments to resolve customer queries, update
external stakeholders
information in ERP, etc.
PC12. liaise with suppliers and transport companies
49
Context KA1. organizational procedures
KA8. Information Technology (IT) system and ERP system of the organization
knowledge KB1. use of computer and associated equipment
KB2. basic trouble shooting regarding telephones and computers
KB3. operating the ERP system and generating reports
KB5. labels and instructions in the customer query resolution log book
KB6. various escalations regarding resolving and catering to the customer query
KB7. overall process from pickup to delivery and different departments engaged in
the process
KB8. types of shipments being handled
KB9. special characteristics and handling requirements of shipments, if any
Skills (S)
SA3. shipment tags and labels
Writing skills
SA4. damage reports
SA5. generate daiy reports from ERP
SA6. presentations on operational trends
SA7. end of the day reports
SA8. with supervisors and co-workers
SA9. collect information from supervisors, associates and peers
SB1. decide if data is authentic and accurate
SB2. identify errors in data reporting in ERP
SB3. infer trends and conclusions based on analysis
50
Plan and organize
SB4. maintain puntuality and avoid absenteeism
SB5. plan for timely collection of information from spervisors and associates
SB6. organise the data to streamline data entry processes
Customer centricity
SB8. adhere to the customer timelines
SB9. address the urgency of customers as per the instructions
SB10. speak politiely with customers and take their feedback constructively
Problem solving
The user/individual on the job needs to know ow to:
SB11. identify common trends and inform the management
SB12. suggest possible solutions for the common issues in daily operations
identified from data
Analytical thinking
SB13. verify the authenticity of the data and apply filters to remove abberations in
the data
SB14. analyse trends to identify defaults for corrective action as needed
Critical thinking
SB15. observe the data to identify abberations
SB16. cross check data to check for data gaps and mistakes in reporting
NOS Version Control
NOS Code LSC/N1907

51
Annexure
Nomenclature for QP and NOS
Qualifications Pack
9 characters
[ABC]/ Q 0101
[Insert 3 letter codes for SSC] QP number (2 numbers)
Q denoting Qualifications Pack Occupation (2 numbers)
Occupational Standard
An example of NOS with ‘N’ 9 characters

[ABC] /N0101
[Insert 3 letter code for SSC] OS number (2 numbers)
N denoting National Occupational Standard Occupation (2 numbers)
Back to top…
52
The following acronyms/codes have been used in the nomenclature above:
Range of Occupation
Sub-sector
numbers
Warehousing 1 to 9
Land Transportation 10 to 14
EXIM/ Freight
Forwarding/ Customs 21 to 23
Clearance
Courier/Express 15 to 20
E-Commerce 24 to 30
Supply Chain 31 to 34
Port Terminals, ICD and
35 to 41
CFS
Inland Waterways 42 to 46
Liquid Logistics 47 to 49
Air Cargo Operations 61 to 62
Rail Logistics 50 to 55
Cold Chain Logistics 86 to 94
Generic Occupations 95 to 99
Sequence Description Example
Three letters Industry name LSC

Slash / /
Next letter Whether QP or NOS Q/N
Next two numbers Occupation code 01
Next two numbers OS number 01
53
CRITERIA FOR ASSESSMENT OF TRAINEES

Qualification Pack LSC/Q1901
Sector Skill Council Logistics
Guidelines for Assessment
1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance
Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of
marks for Theory and Skills Practical for each PC
2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC
3. Individual assessment agencies will create unique question papers for theory part for each candidate at each
examination/training center (as per assessment criteria below)
4. Individual assessment agencies will create unique evaluations for skill practical for every student at each
examination/training center based on these criteria
5. To pass the Qualification Pack, every trainee should score a minimum of 70% in every NOS
6. In case of unsuccessful completion, the trainee may seek re-assessment on the Qualification Pack
Compulsory NOS
Total Marks: 500 Marks Allocation
Assessment Total Skills
Assessment Criteria for Outcomes Out of Theory
Outcomes Marks Practical
PC1. obtain daily count sheet and schedule of
inbound/ outbound mail bags from supervisor for 5 1 4
bagging/ de-bagging
PC2. obtain daily trucking schedule and plan for
5 1 4
loading/ unloading of trucks
PC3. collect the necessary equipment like barcode
scanners, non-production material, etc. and the 5 1 4
necessary PPE
PC4. wear the appropriate PPE before starting the
5 1 4
LSC/N1901 work
Handling, PC5. collect the necessary labels, stationery,
5 1 4
sorting of barcodes, etc. from the executive
100
mail and PC6. request and arrange for material handling
5 1 4
shipment equipment, if required
bagging
PC7. verify the truck to be unloaded 5 2 3
PC8. identify the mail bags that need to be

5 2 3
unloaded first considering priority list
PC9. unload and move mail bags into the inbound
3 1 2
area, manually
PC10. check all mail bags and segregate damaged
3 1 2
mail bags
PC11. move all the mail bags into the sorting area 3 1 2
54
PC12. check if there are any dangerous goods and
handle them as per standard operating procedure 3 1 2
(SOP)
PC13. scan the bar code stickers of inbound bags
3 1 2
and remove bag seal to take out shipments
PC14. gather shipments to be sorted 3 1 2
PC15. set-up bins/shelves in which the shipments

3 1 2
must be sorted
PC16. segregate outbound mails in different
buckets based on geography, shipment type, 3 1 2
storage and priority
PC17. segregate inbound mails in different buckets
based on geography, shipment type, storage and 3 1 2
priority
PC18. handover sorted mails for shipment bagging/
3 1 2
delivery
PC19. flag damaged and unlabelled shipments 3 1 2

PC20. debag and sort dangerous shipments as per
3 1 2
the handling procedure
PC21. collect the sorted outbound shipments, place
3 1 2
them in the bag and check condition of shipment
PC22. seal the bag, label it with bar code sticker
3 1 2
and other labels
PC23. scan the bar code sticker or label on the bag 3 1 2

PC24. prioritize and move mail bags to the loading
3 1 2
area, use MHE if required
PC25. identify and inform any damaged or
3 1 2
suspicious shipments
PC26. bag the dangerous goods separately as per
3 1 2
SOP
PC27. assist in sampling inspection if required 3 1 2
PC28. load and arrange the mail bags in the
3 1 2
assigned truck
100 30 70
PC1. obtain daily list and schedule for pick-up/
6 2 4
delivery
PC2. check customer account details such as
address, phone number and delivery time, if 6 2 4
2. LSC/N1902 applicable
Perform PC3. verify if payment has been made or it is cash
100 6 2 4
pickup and on delivery (COD)
delivery
PC4. collect necessary devices such as GPS tracking
6 2 4
devices etc.
PC5. collect forms, missed delivery notes and other

4 2 2
stationery
55
PC6. store and secure dangerous goods in the
4 2 2
vehicle as per Standard Operating Procedure (SOP)
PC7. follow the SOP for handling of different types
4 2 2
of dangerous shipment
PC8. check vehicle for usability and report any issue 4 1 3
PC9. check with the customer if the shipment is
4 1 3
ready
PC10. ensure the right etiquettes are maintained
4 1 3
during pickup and delivery with the customer
PC11. get sign-off from customer on cancellation
4 1 3
acknowledgement slip, if cancelled
PC12. inspect the shipment for type of product and
4 1 3
its condition and collect
PC13. fill out the shipment collection forms and
4 1 3
complete the paperwork with customer’s signature
PC14. handover customer receipt from the
4 1 3
customer indicating tracking number
PC15. collect the shipment charges if required 4 1 3
PC16. collect the shipment from courier office as
4 1 3
per schedule and check condition of the shipments
PC17. report to supervisor regarding any damage
4 1 3
or errors with respect to the shipment
PC18. load shipments onto vehicle as per the
4 1 3
delivery route
PC19. inform the customer on delivery to check
their availability or alternate person to handover in 4 1 3
case of low value goods
PC20. request receiver for a proof of identity, verify
4 1 3
and note identity card details
PC21. get the customer's signature (digitally or on
paper) as acknowledgement and hand over 4 1 3
shipment to customer
PC22. collect cash if it is COD 4 1 3
PC23. if the customer is not available at the
premises or if address is wrong or if the place is
4 1 3
locked, bring back the consignment to courier
office
100 30 70
PC1. handover collected and undelivered
shipments to the concerned coordinator in the 12 4 8
service station
LSC/N1903
PC2. document reasons for undelivered shipments
Handover 100 11 3 8
and handover to coordinator
and report
PC3. handover the company copy of the receipts (in
case of pickups) to the billing clerk and collect 11 3 8
acknowledgement
56
PC4. handover the money collected from
customers (in case of cash on delivery) to the 11 3 8
cashier and collect acknowledgement
PC5. return devices and any unused stationery to
the store or supervisor and collect 11 3 8
acknowledgement
PC6. report on delays, cancellations, missed
pickups or deliveries and their locations so that it 11 4 7
could be included in the subsequent plan
PC7. report any damages to shipments that had
11 3 8
occurred during transit
PC8. report on the condition of the delivery vehicle
and any maintenance or replacement that might be 11 4 7
required
PC9. complete any forms as required as per
company policy, such as insurance forms for 11 3 8
damaged shipment, reimbursement forms, etc.
100 30 70
PC1. refrain from indulging in corrupt practices 7 3 4
PC2. avoid using company's funds, property or

7 3 4
resources for undertaking personal activities
PC3. protect customer's information and ensure it

6 2 4
is not misused
PC4. protect data and information related to
5 2 3
business or commercial decisions
PC5. avoid acceptance of cash or kind from vendors
5 2 3
for support or contract negotiations
PC6. demonstrate and practice ethics in day-to-day
processes and dealings with customers and 5 2 3
colleagues
LSC/N9904 PC7. avoid nepotism 5 2 3

Maintain PC8. consult supervisor or senior management
integrity and when in situations that may require differentiating 100 5 2 3
ethics in between ethical and unethical
operation
PC9. report promptly all violations of code of ethics 5 2 3
PC10. dress up and conduct in a professional

5 2 3
manner
PC11. communicate with clients and stakeholders
5 2 3
in a soft and polite manner
PC12. follow etiquettes in accordance to the place 5 2 3
PC13. check for regulatory documentation and
compliances for the shop floor as per information 5 2 3
from the supervisor
PC14. perform activities considering the regulatory
5 2 3
requirements
PC15. use Personal Protective Equipment (PPEs) in
5 2 3
accordance to regulatory requirements
57
PC16. identify the different types of dangerous
5 2 3
goods and handling methodologies
PC17. follow the SOP for handling of different types
5 2 3
of dangerous goods
PC18. consult supervisor or senior management
when in situations that may require differentiating 5 2 3
between ethical and unethical
PC19. promptly report all regulatory violations 5 2 3
100 40 60
PC1. make note of all safety processes in different
location (cargo loading area, ramp operation area, 7 3 4
etc.) with reference to area of operation
PC2. wear all PPE such as goggles, ear plugs,
helmet, mask, shoes, etc. as applicable in the cargo 7 3 4
movement area
PC3. follow standard driving practice to ensure
7 3 4
safety of life and material
PC4. follow organizational protocol to deploy
action in case of signs of any emergency situation 6 2 4
or accident or breach of safety
PC5. undertake periodical preventive health check
6 2 4
ups
PC6. follow necessary Standard Operating
Procedure (SOP) and precautions while handling 6 2 4
dangerous and hazardous goods
PC7. follow security procedures like green gate in
5 2 3
port, customs area, factory security, etc.
LSC/N9905
PC8. comply with data safety regulations of the
Follow 4 1 3
organisation
health,
PC9. follow standard safety procedures while 100
safety and
handling hazardous / fragile cargo and walk only on 4 1 3
security
the designated pathway
procedures
PC10. recognise unsafe conditions and safety
practices at the workplace and report it to 4 1 3
concerned authority
PC11. inspect the activity area and equipment for
4 1 3
appropriate and safe condition
PC12. check if stacking is done at defined height
4 1 3
and is not on the walk way
PC13. check if walk way is free from grease/ oil 4 2 2
PC14. check if emergency fire alarms, water
sprinklers and smoke detectors are installed at all 4 2 2
places
PC15. participate in fire drills 4 2 2
PC16. check if standard material handling
4 2 2
procedure are being followed
PC17. check if hold ladders, platforms and hand
4 2 2
rails to be in a sound and safe condition
PC18. check if all the safety and security related
4 2 2
tags, labels and signage are placed in the cargo
58
PC19. check if loading instrument is certified and
4 2 2
operational
PC20. implement 5S at workplace 4 2 2
PC21. check if cargo has passed security checks and
4 2 2
report in case of any violation
100 40 60
Electives
Elective 1 - Perishables shipment
Total marks 100 Marks allocation
Assessment criteria Out of Theory
outcome marks Practical
PC1. check the different ambient temperature
6 2 4
requirement for various perishable food products 100
PC2. perform picking, packing, loading, unloading
and storage of perishable food products (such as
6 2 4
food items, flowers, horticultural produce, dairy,
meat etc.)
PC3. wrap and palletize different perishable
6 2 4
shipments, taking required precautions
PC4. load the packed shipments onto transport
6 2 4
vehicle safely, accurately and efficiently
PC5. identify contaminated shipment and
quarantine them as per the standard operating 6 2 4
procedure (SOPs)
PC6. clean and maintain delivery center aisles and
5 1 4
product slots
PC7. use various precautions to prevent
5 1 4
contamination of perishables
LSC/N1904 PC8. inspect the shipment for type of product 5 1 4
Handle PC9. check if the shipment is tampered or if the
5 1 4
perishable product is contaminated
goods PC10. collect and store the perishable in the
5 1 4
vehicle maintaining the required temperature
PC11. store the perishable products in appropriate
storage containers, bins etc as per the product 5 1 4
requirement
PC12. fill-up necessary documentation and
5 1 4
handover receipt to the customer
PC13. collect shipment charges if required 5 1 4
PC14. collect the shipments to be delivered 5 2 3
PC15. check that shipment is tamper proof and
5 2 3
contamination free
PC16. report to coordinator regarding any damage
5 2 3
or documentation errors
PC17. load the perishable goods in the vehicle and
5 2 3
maintain ambient temperature
PC18. deliver the shipment to the customer and
5 2 3
collect acknowledgement
PC19. receive cash if it is Cash on Delivery (CoD) 5 2 3
59
100 30 70
Elective 2 - High value goods shipment
PC1. collect requisite documentation related to
and approvals for picking high value shipment. E.g.
Purchase order, special instructions, description 5 1 4
and value of goods, customs documents, duty
exemptions etc.
PC2. collect high value item and make the
necessary documentation and signatures as 5 1 4
required
PC3. for automated teller machine (ATM) cash
filling, check the correctness of amount and 5 1 4
denomination of currency as per document
PC4. take due care to prevent damage ad breakage
5 1 4
in case if it is fragile
PC5. deliver the goods for shipment or if
undelivered then handover it to the office for 5 1 4
safekeeping
PC6. collect and inspect the shipment for type of
5 1 4
product and its condition
PC7. collect relevant documentation including if
5 1 4
the shipment is insured or not
PC8. check for identity document (ID) card and
keep scan copy/ photo of ID card while picking the 5 1 4
LSC/N1905 good
Handle high PC9. thoroughly check for damage and report the 100
5 1 4
value goods same on the pickup receipt
PC10. pack the item with due care if required and
label it appropriately clearly indicating handling 5 1 4
procedure for the goods
PC11. keep the shipment in safe custody till it is
5 2 3
handed over at the office
PC12. fill out the necessary paperwork and
5 2 3
handover receipt to the customer
PC13. collect payment for shipment if required 5 2 3
PC14. handover the goods to the supervisor and
5 2 3
take acknowledgement on the document
PC15. collect and inspect the shipment for
5 2 3
tampering and report if any
PC16. collect relevant documentation and ensure
5 2 3
safe storage of shipment
PC17. check for identity proof and note down the
5 2 3
details of the proof
PC18. handover the goods to the customer and
5 2 3
collect acknowledgement
PC19. collect cash if it is Cash on Delivery (CoD) 5 2 3
PC20. fill out the necessary paperwork and
handover receipt to the supervisor/custodian 5 2 3
when shipment is not delivered
100 30 70
60
Elective 3 - Furniture and Household goods shipment
PC1. collect the checklist of items to be packed and
6 2 4
cross check the same with client’s copy
PC2. check the items for damages and report the
6 1 5
same
PC3. get acknowledgement on the damaged goods
6 2 4
receipt from customer
PC4. use the appropriate packing material and
pack the furniture and other households ensuring 6 2 4
there is no damage or breakage
PC5. follow the indicated norms while handling
and moving packages particularly in dismantling 6 2 4
and setting up
PC6. organize the packages in the carriage to utilize
space optimally taking due care for fragile 6 2 4
shipments
PC7. take acknowledgement from customer on the
checklist of shipments loaded and the place and 6 2 4
time for delivery
PC8. obtain orders from supervisor for delivery of
LSC/N1906
items and collect the necessary documentation 6 2 4
Handle
related to the items 100
furniture and
P9. connect with the customer for his availability
household 6 2 4
for delivery
PC10. cross check the address and handover
details for confirming the place and person of 5 1 4
delivery
PC11. check for proof of identity and note down
6 2 4
details of identity card
PC12. unload the items and move to as directed by
5 1 4
the customer
PC13. unpack the items with due care to ensure
6 2 4
there are no damages
PC14. get an acknowledgement of the customer on
6 2 4
the checklist indicating any damages
PC15. report breakages or damages to the
supervisor and connect the customer with the 6 2 4
supervisor or customer care
PC16. handover the copy of delivery receipt to the
6 2 4
customer and take acknowledgement
PC17. collect payment if required and keep under
6 1 5
lock and key with utmost care
100 30 70
Options
Option 1 – GST application
61
PC1. identify location of service recipient and place
11 3 8
of supply of services
PC2. identify proper classification of the
transaction (i.e. Intra-State or Inter-state) and
determine the applicable Goods and Services Tax
11 3 8
(GST): Central Goods and Services Tax (CGST),
Integrated Goods and Services Tax (IGST), State
Goods and Services Tax (SGST)
PC3. identify if GST is payable under reverse charge
11 3 8
in case the Service provider is unregistered party
PC4. obtain name, address, Goods and Services Tax
LSC/N9906 Identification Number (GSTIN), Permanent Account
Verify GST 100 11 3 8
Number (PAN), email id of service/ shipment
invoices provider and recipient
PC5. obtain description of service, Service
accounting code (SAC) / Harmonised System of 12 3 9
Nomenclature (HSN) code
PC6. receive unique identification number (UIN)
11 3 8
for multilateral entity
PC7. check for relevant notification in case of
11 4 7
exempt clients
PC8. calculate taxable value considering applicable
11 4 7
rate of GST based on SAC/HSN
PC9. check for vendor invoices for all mandatory
11 4 7
particulars and applicable GST
100 30 70
Option 2 - ERP data management

PC1. collect information regarding shipments,
loading, un-loading, packing and binning activities, 8 2 6
etc.
PC2. collect information regarding completions,
8 2 6
priorities, delay, escalations, etc.
PC3. obtain information regarding changes in
LSC/1907 8 2 6
inventory
Feed data
PC4. key in and update information regarding floor
into ERP and 100 8 2 6
operations in ERP
analyse in
courier hub PC5. key in and update information regarding
priorities, completion status, delays, escalations, 8 2 6
etc.
PC6. key in and update information on inventory
8 3 5
count based on regular feedback
PC7. review entries made into the ERP with respect
8 2 6
to daily floor operations
62
PC8. generate reports in ERP and conduct trend
8 3 5
analysis and report to management
PC9. provide a daily report to management
8 3 5
regarding end of the day status
PC10. coordinate with customers to understand
their requirements on dispatch, tracking of orders, 10 3 7
shipment in transit, etc.
PC11. coordinate with departments to resolve
10 3 7
customer queries, update information in ERP, etc.
PC12. liaise with suppliers and transport
8 3 5
companies
100 30 70
63
Annexure 1: Trainer qualification and equipment requirement
Trainer Qualification –
• Graduate with minimum 5 years (with minimum 2 years of experience as Supervisor/ Manager) of
experience in Courier/ Express operations (or)
• Diploma/ Class XII with minimum 7 years (with minimum 2 years of experience as Supervisor/
Manager) of experience in Courier/ Express operations (or)
• Class X pass with minimum 9 years (with minimum 2 years of experience as Supervisor/ Manager) of
experience in Courier/ Express operations (or)
• Detailed knowledge of Courier operations management including goods receipt and dispatch,
inventory management, first mile and last mile delivery, documentation, handling of perishable/
high value/ furniture and household shipments, resource management, and budgeting
• Has supervisory skills with good knowledge of IT systems in Courier/Express, and reporting and data
management skills
• The trainer should have the ability to read write and communicate in vernacular language, Hindi and
English
Training equipment - Stationery, Radio Frequency Identification Device (RFID) scanner, bar code
scanner, plastic bags, markers, Personal Protective Equipment (PPEs), Material Handling Equipment
(MHEs), computer, projector, worksheets, SOP, transport vehicle, teaching board, projector, standard
forms, temperature-controlled delivery vehicles, sample shipment, GST guidelines, ERP, MS Office, etc.
64

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CourierAssociate QP

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QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR LOGISTICS SECTOR

1. Introduction and Contacts..…………. P1

REFERENCE ID: LSC/Q1901

Elective 1: Perishable Shipment

Elective 2: High Value Shipment

Elective 3: Furniture and household Shipment

Option 1: GST application

Option 2: ERP data management

Qualifications Pack Code LSC/Q1901

Sector Logistics Drafted on 18/12/2017

Job Role Courier Associate

Elective 1: Perishable shipment

Elective 3: Furniture and household shipment

Options (Not mandatory):

Option 1: GST application

Performance Criteria As described in the relevant OS units

Keywords /Terms Description

Keywords /Terms Description

5S Sort, Set In order, Shine, Standardize and Sustain

Handling and sorting of mail, shipment bagging

B. Technical The individual on the job needs to know and understand:

NOS Code LSC/N1901

Occupation Hub/branch operations Next review date 01/03/2022

Unit Code LSC/N1902

Perform pickup and delivery

Knowledge and understanding (K)

B. Technical The individual on the job needs to know and understand:

SB12. handle day to day coordination with traffic

NOS Version Control

NOS Code LSC/N1902

Credits(NSQF) TBD Version number 1.0

Occupation Hub/ branch operations Next review date 01/03/2022

This unit is about performing various handover procedures and reporting

Handover and report

Oral communication (listening and speaking skills)

B. Professional skills Decision making

NOS Version Control

NOS Code LSC/N1903

Credits(NSQF) TBD Version number 1.0

Occupation Hub/ branch operations Next review date 01/03/2022

Unit Code LSC/N9904

Maintain integrity and ethics in operation

Performance Criteria(PC) w.r.t. the Scope

A. Organizational The user/individual on the job needs to know and understand:

NOS Version Control

NOS Code LSC/N9904

Credits(NSQF) TBD Version number 1.0

Follow health, safety and security procedures

Performance Criteria(PC) w.r.t. the Scope

Oral communication (listening and speaking skills)

B. Professional skills Decision making

Plan and organize

NOS Version Control

NOS Code LSC/N9905

Credits(NSQF) TBD Version number 1.0

Handle perishable shipment

To be competent, the user/individual on the job must be able to:

To be competent, the user/individual on the job must be able to:

Knowledge and understanding (K)

Plan and organize

NOS Code LSC/N1904

Credits(NSQF) TBD Version number 1.0

Occupation Hub/branch operation Next review date 01/03/2022