TLIA1807C - Organise Despatch Operations - Learner Guide

TLIA1807C

MC

Organise despatch operations

Armstrong’s Driver Education Learner Guide

TLIA1807C Organise despatch operations

Page 2 © Australian National Training Authority 2003 ADELG1072 Customised and developed by Armstrong’s Driver Education Pty Ltd July 2009


© Australian National Training Authority 2003 Page 3 Customised and developed by Armstrong’s Driver Education Pty Ltd July 2009 ADELG1072

Contents

What this Learner’s Guide is about ........................................ 5 Planning your learning ........................................................... 6 How you will be assessed ...................................................... 9

Section 1........................................................................................... 11 Organising despatch ............................................................ 11

Section 2........................................................................................... 35 How do you keep accurate storage records?....................... 35

Section 3........................................................................................... 47 Despatch problems .............................................................. 47

Additional resources....................................................................... 53

Feedback on activities .................................................................... 55





What this Learner’s Guide is about

This Learner’s Guide is about businesses depending on being able to obtain and supply goods and services. In this Learner’s Guide you will look at the kinds of things you need to know and understand when you are dealing with getting and supplying services.

A key to the effective supply of goods is warehouse management. Unless the warehouse operates efficiently the business cannot operate efficiently. For this reason, well-‐trained and efficient warehouse employees are very important members of the business team.

The Elements of Competency from the unit TLIA1807C Organise despatch operations covered in this Learner’s Guide are listed below.

Plan and organise despatch operations

Organise the storage and despatch of stock

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



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.



Section 1: Organising despatch

Are you able to: Yes No

1. identify the despatch areas in your warehouse?

2. list the types of equipment needed in despatch areas during both normal and unusual work periods?

3. list the documents that are used in the despatch of freight?

4. explain the quality control procedures for despatching?

5. explain the safety regulations and standard operating procedures for despatching stock?

Section 2: Keeping accurate storage records


1. give three reasons why accurate records are essential to any business?

2. explain what an inventory is?

3. explain how receipts alter the inventory, and what reports are used?

4. explain how discrepancies are identified and the procedures used to validate adjustments?

5. explain what stocktaking is and list the steps taken during a stocktake?

6. give an example of an appropriate record keeping technique used in both paper based and computerised systems?



Section 3: Despatch problems


1. list three routine problems that might occur in the despatch of warehouse goods?

2. explain what is meant by a ‘non-‐routine’ problem?

3. give an example of a non-‐routine problem occurring in the despatch of goods?

4. report despatch problems to the appropriate people?

5. explain what procedures are used to report despatch problems?

6. describe ways of solving workflow problems and improving despatch processes?



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:

• state how often and how complete stocktakes are in your workplace

• identify problems that can occur when despatching goods and suggest ways to address these problems

• prepare, package and arrange transport of an unusually shaped package.





Section 1

Organising despatch



Section outline

Areas covered in this section

Despatch areas of your workplace

Safety regulations and procedures for despatching stock

Despatch documentation

Working with fellow team members to see that materials move efficiently through despatch areas

Quality control procedures for despatching stock



How well do you know the despatch areas?

When despatching, the warehouse becomes involved in a relationship between the supplier and carrier.

It is important that the quality of the goods to and from despatch areas meet acceptable standards. In particular the despatch staff must understand the recording procedures that note all stock deliveries and movement within the warehouse.

The receipt process involves:

• the use of human resources

• the use of equipment

• the use of facilities

• accounting processes

• product handling and security.

All of these have to be managed at a high level of quality and be subject to quality control.

Despatch

Despatch occurs when goods are delivered to or from your warehouse. During this process, you and your team have to make sure that:

• goods are handled properly

• goods are taken to the right storage area promptly and efficiently

• no-‐one is hurt while the goods are being moved

• all necessary records are kept; you may, for instance, have to fill in forms or you might have to type or scan information into a computer.



Activity 1: The despatch areas

In the following space make a sketch of the floor plan of your warehouse. On your sketch show: • the despatch areas • three main areas where goods despatched will need to be

taken.

Now ask your health and safety officer to help you answer these questions.

What is the heaviest weight you can be asked to lift?

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What weight can two people working together be asked to lift?

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Are there differences between what men and women can be asked to lift? If so, what are they?

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If an accident happens:

• who should you tell?

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• what records must be made?

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If you are using a trolley, what precautions do you need to take?

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If you are using a knife, what precautions do you need to take?

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If a Forklift is needed, who is allowed to drive it?

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



What are standard operating procedures?

When goods are handled within your warehouse a set of standard operating procedures will be used. Standard operating procedures outline the usual way that things should be done. Generally they are written down in a manual and often they are displayed on special notices around the warehouse.

Usually these things will happen when deliveries are made and goods are despatched:

• notice is given, usually by a supplier or transport company, that a delivery is to be made

• correct staff and equipment are organised so that loading or unloading can take place

• a truck will pass through security

• security will telephone the warehouse

• a supervisor at the warehouse will see that the staff and equipment needed for despatch are available and prepared

• goods will be checked to see that the right numbers are present and that they are not damaged or unacceptable for any other reason

• the supervisor will sign the relevant documentation and keep a copy of this documentation

• a copy of the driver’s documentation will be filed

• other despatch documents will be prepared, either using despatch books or a computer

• despatch documents will be sent to a number of offices and departments; this might be done by hand delivery or by computer

• materials despatched will be removed to the correct storage area; by hand, by trolley, by motorised trolley, or by Forklift.



Activity 2: Your warehouse procedures

What procedures listed above are used at your warehouse? (If you are not sure ask one of your trainers to help you find out what they are.)

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List those which are not used and explain why you think they are not used.

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What records and documents are used for despatch?

When goods are despatched at a warehouse it involves what people often call ‘paperwork’ or ‘documentation.’

In the despatch area, dealing with paperwork often causes delay, especially if goods are delivered with incorrect or missing paperwork.

Documentation can be of two kinds – manual or electronic.

• Manual documentation involves handling pieces of paper, writing information on them, storing papers appropriately, and seeing that the papers are passed on to the right people and places.

• With electronic documentation most of the processes involved in manual documentation take place. Records are made, transmitted and kept, however, in this case this is done by computer.

Today automation and the use of computers means that information can be recorded and sent quickly to the right people and places. With computers, sending information and records is something that is done in seconds.

This happens because:

• working areas are linked using computer networks

• barcoding and scanners help in the checking of goods

• computer terminals are available at loading and unloading docks.



How do you handle despatch documentation?

Many documents are used in the despatch of goods. The main ones are:

• re-‐order notification

• purchase order – stores copy

• advice note

• delivery note

• consignment note

• internal packing note.

Re-order notification

The re-‐order notification is usually issued by the stock record section, and a copy is sent to the purchasing department who will place an order with the supplier. The stores department will now know that a delivery will take place.



Purchase order – stores copy

The purchasing department is responsible for issuing stores orders and seeing that a copy comes to the stores department or warehouse. The purchase order – stores copy is usually a carbon copy of the order placed on the supplier. This copy is kept on file in the store and is used when deliveries have to be checked.

Below is an example of a typical purchase order.



Advice note

The advice note is issued by the supplier of the goods ordered by the purchasing department. It is usually issued when goods are despatched by the supplier and will show:

• that the order will be delivered

• when the delivery is to be made

• how it will be delivered.

An example of an advice note is shown below.



Delivery note

The delivery note usually comes with the goods when they are delivered. It usually tells what the supplier has actually delivered to the store. The delivery note is probably the most important receipt document of all, and it is the store manager who must see that he or she, or someone he or she delegates, checks goods against the list on the delivery note.

Consignment note

The consignment note is issued by the carrier of the delivery. The consignment note is written out when the delivery is contracted out to a third party for delivery, for example rail, post or a carrying company.

Consignment notes will vary from warehouse to warehouse, but an example is given below:



Internal packing note

An internal packing note is used when you carry out a more detailed check of the stock delivered. You make this check after you remove the goods from their outer containers such as cartons, drums or boxes, or you unload them from pallets.

The internal packing note lists what is actually within each unit delivered. It should give specific information about:

• quantity

• types

• sizes

• specifications

• colours

• other identifying features.

On the following page is an example of a packing note.





Activity 3: Despatch records

List records (apart from the delivery docket) that are used at your warehouse when goods are despatched.

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If you can, get a copy of each of the various kinds of forms that are used and attach them to this page.




How are internal movements and records managed?

The receiving area provides the greatest opportunity for error, pilferage and theft. Set routines are used to help deal with these problems.

The following is an example of a set routine for receiving material into a warehouse:

• set time slot for receiving goods (avoid receiving unannounced goods, if possible)

• allocate the arriving vehicle to an unloading point

• brace the trailer before unloading for safety and security

• check load seals, record their numbers and note any that have been tampered with

• unload

• check numbers carefully while unloading

• see that numbers tally with the shippers notes (sometimes you will also have to tally against purchase orders, delivery notes or advance notices)

• record discrepancies and note if numbers are over or under and tell if, and how many goods are damaged

• photograph anything that looks suspicious

• carry out appropriate quality control checks

• assign stock to appropriate place or places.

Above all it is essential that you always count twice before signing once.

This example might be used with either a manual or a semi-‐automated despatch system.



Activity 4: Controlling loss and other problems

Explain the differences between a manual and a computerised system.

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Explain what procedures you could put in place to see that loss, pilferage, theft and damage are kept to a minimum.

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How do you record damage and shortage?

A damage report must record any disposal method used with proof that an authorised person or persons has instructed this disposal.

A damage or shortage report is raised when:

• goods arrive damaged

• a shortage occurs in delivery

• goods fail to arrive when they’re supposed to.

If goods do not arrive it is important that the carrier be told immediately and in writing. Send a message by fax or email and confirm it with a letter.

If you do not do this the carrier may not accept responsibility.

The damage or shortage report is filled out in quadruplicate (that is, an original with three copies). Copies should go to the carrier, the supplier, the invoice department and one copy stays in the warehouse.



What is the stock handling cycle?

The way goods are dealt with when they are despatched is called a stock despatch procedure.

Stock despatch

Despatching goods is called stock despatch. A normal stock despatch cycle would be like this:

Let us take a closer look at each step in the stock receipt cycle.



Notification of despatch requirements

Orders will be received by mail, phone, fax, email or similar method listing requirements such as:

• order number

• product code

• condition (saleable, unsaleable, quarantine, or damaged)

• quantity

• delivery date/time

• delivery address

• special instructions.

Transport planned

Once the order has been received it is usually advisable to give as much notice as possible to the transport company about the size of the load, loading time, delivery instructions, time slot, etc.

Raise picking slip

The details listed in the Notification of despatch requirements are entered into the computer to raise a picking slip which is then printed and sent to the warehouse.

The picking slip will list the allocations in the warehouse that the storeperson must select the stock from.

Upon receiving the picking slip in the warehouse the storeperson then picks the quantity of goods from the warehouse locations which are both detailed in the picking slip. Depending on the size of the warehouse, a picking slip may have full pallet quantities to be selected from the bulk area, cartons to be selected from the order picking or lose ‘inners’ to be picked from a split case area. Alternatively a picking slip can be divided up into the various areas of the warehouse.



Pick or pack details listed by the storeperson

As mentioned above, the storeperson may have a combination of full pallets, cartons and loose items to be packed. The storeperson would normally make notes on the picking slip confirming what they have picked. There is usually provisions on the picking slip to write:

• the balance of goods left in a part pallet location (as a double check on stock accuracy)

• which pallets have been stretch wrapped

• which loading bay goods have been placed in for checking and despatch

• any other useful comments.

Goods checked

At this point the goods are checked by a checker or trainer. This process is much the same as for incoming freight which is checked for:

• correct product

• correct quantity

• correct condition

• no damages, wet goods, spillages

• correctly stacked for transport

• correctly branded.

Confirmation of picking slip, checked onto vehicle and delivery note raised

Once goods have been checked they are loaded onto the transport vehicle and the picking slip is confirmed. Upon confirming all details on the picking slip this will automatically adjust the stock records and a delivery note is printed which lists all of the details that appeared on the picking slip as well as the transport company’s name, times, etc.

Goods delivered by truck

The goods are delivered by the transport company to the destination and within the time frame noted on the delivery note. It is the driver’s responsibility to ensure that goods are delivered in good condition and to obtain a legible signature from the receiver to confirm this.



What else do you need to know about despatch?

Special deliveries

Sometimes goods are delivered at unusual times or in unusual ways. For example, large items might require a special kind of truck which can only be on the road at certain times. When something like this happens you will have to make special arrangements.

Chemicals, petroleum products, unusual sizes, weights or dimensions of materials or goods are other examples of where special delivery arrangements might be necessary.

Special handling

Some products, because they are big, heavy or potentially dangerous, require special and expert handling. Chemicals and explosives, for instance, will require special attention.

Internal transfers

Internal transfer is the term used for moving stock from one location to another within the warehouse. Each transfer must have the following details recorded in the stock control system as a means of controlling all movements:

• transfer reference number

• date of transfer

• product code

• product description

• product date

• where it is from

• where it is going

• quantity on pallet.

The internal transfer is the standard document used to transfer stock. An example of an internal transfer sheet is shown on the next page.



Like all warehouse forms this one will be numbered and dated and will probably also note the delivery time.





Section 2

How do you keep accurate storage records?



Section outline


Inventories

Stock control



Inventory systems

Inventory, which is also known as a database or a stock record, is a record of all goods kept in a particular place.

An inventory lists the stock that is in store and available for sale and despatch. For efficient operation of any warehouse the inventory must be accurate and up to date.

Systems for adding to or removing from an inventory must be in place. Similarly there must be systems for checking the accuracy of the inventory.

Inventories can be kept manually. In most businesses, however, it is now much more common for inventories to be kept within computer systems which are linked to accounts and sales departments some distance from the warehouse.

Using a computer system it is now possible for sales staff to check the availability of some products in several different warehouses. They can tell where a product is stored and place an order with the nearest appropriate supply depot. The computer system can then make sure that everybody, the despatch staff at the warehouse, the carrier, the accounts department and so on, is informed. The computer system also generates all the appropriate documentation such as picking slips, consignment notes and invoices.

The computer system will also be programmed to look for things that might have gone wrong. If an order cannot be completed because a product isn’t where the inventory says it should be, an operator in the warehouse will record this into the computer, and the computer system will notify everyone who needs to know including the ordering department and, if necessary, the security section.



Activity 5: Using computers for record keeping

Does your warehouse use computers for: • recording when stock is despatched?

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• recording who was in charge of checking a particular shipment?

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• recording what stock was on the shipment?

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• recording if the goods were despatched in good condition?

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What other information is recorded on computer?

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Input information

In maintaining an inventory there has to be a system in place to allow for the accurate addition of new information.

In a manual stock control system all receival and despatch documents must be kept. By comparing these documents at any time you can work out what the differences are and these differences will represent the stock in hand. This, in turn, will be the inventory.

All this is true unless, for some reason, the stock counts made on receipt and despatch have been inaccurate.

To deal with this situation, businesses organise actual counting of the products held in a warehouse or storage depot. This counting is called stocktaking and will be carried out regularly. Some businesses stocktake yearly, some stocktake monthly, while others stocktake even more regularly and may even do daily stocktakes.

Stocktakes can be either full stocktakes, when everything in the warehouse is counted and checked against the inventory, or partial when only the items in one section of a warehouse are counted and checked against the inventory.



Activity 6: The inventory

What is an inventory, and what kinds of things are recorded in an inventory?

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What are the advantages of keeping a computerised inventory system?

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What are the disadvantages of a computerised inventory?

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Explain what precautions might be necessary if you were organising a stocktake.

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Extract information

Extracting information from an inventory is simply a matter of inspecting records. You can do this by actually checking an inventory or a stock book. You can also conduct a visual check by walking along the rows of warehouse shelving and noting precisely what is stored there.

Extracting information from an inventory is generally simpler when the inventory is on computer.

Nowadays most people can be trained very quickly to use computerised inventory systems which they can access in a number of ways. They can, for instance, refer to a product by name, or they can refer to it by a catalogue number, or bar code.

No matter how effective the computer program, there will be times when visual inspections are appropriate. This is certainly true when theft or pilferage is suspected. It is also necessary to check that accurate information has been entered into the computer.

A computer cannot tell, for instance, if a container actually does contain items. All the computer knows is what it has been told is in the container.

Any inventory program will then immediately provide this kind of information about:

• where a product is

• what numbers there are of the product.

Attached to the inventory program there will be an order program which can be used to have the product made available for immediate delivery.



Identifying stock discrepancies

The stocktake is the means of identifying stock discrepancies and must be undertaken under carefully controlled conditions.

For an effective stocktake the following rules should be followed.

• Appoint teams of two to stocktake various areas within the warehouse – make sure that at least one member from each team is from another area or department.

• Get appropriate stock records and make sure they are given to the appropriate teams.

• Bring teams together to give them instructions on how they are to stocktake.

• Stress that goods must be seen to be counted.

• Use inspection sheets.

• Do not allow outsiders into areas where a stocktake is being undertaken.

• Persons engaged in a stocktake must sign all sheets at the conclusion of the stocktake.

• All discrepancies must be recorded and reported.

• Notes must be made of all damaged or spoiled goods.

Produce reports

After a stocktake:

• the inventory must be updated

• investigations must be launched if criminal activity is suspected.

The person responsible for the stocktake must report to management on all irregularities. He or she should also be able to suggest appropriate ways for dealing with any difficulties that emerge.



Auditors’ checks

All businesses may have their management, accounts and inventory examined. This examination is known as an audit. Audits are carried out by a specialist accountant known as an auditor.

Auditors have the right to ask to see any record, any piece of equipment or any goods belonging to a business. Part of an audit will always be a check of materials held in store and this is usually done on a random or spot check basis. The auditor, for instance, might note that the inventory says there are twenty-‐four boxes of a particular product in a store and will ask to be shown these boxes.

An auditor can also ask to have a shipping container opened in order to check that it contains the goods the inventory says it contains.

If the auditor is not satisfied with the results of these spot checks he or she can demand a full and closely controlled stocktake. The auditor may also demand that outside stocktaking clerks are brought in to work on the stocktake.



Activity 7: The inventory, stocktaking and auditing

Write brief notes to answer the following questions. For help refer to the text.

Why is a computerised inventory system valuable?

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When might it be unnecessary to have a computerised inventory system?

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Why are checks on an inventory necessary?

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What is a stocktake?

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What powers does an auditor have?

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Section 3

Despatch problems



Section outline


Despatch problems

How to report problems and improve these processes



Stock despatch problems

Incorrect order picking

Staff who lack the appropriate skills can sometimes have trouble identifying the products that are needed to fill an order. If they are without suitable supervision, they can pick wrong products, and again, if there is not controlled supervision, orders can be packaged and despatched without anyone noticing that mistakes have been made.

The answer here is plainly to make sure that proper training takes place, and that there is adequate supervision.

Human resource shortage

Despatches have to be made and there are not enough workers available to carry out the work. This can occur for a number of reasons. Illness is one. Another might be that for some reason such as training, workers have left the job.

Stock shortage

Stock shortage is a common despatch problem. Orders come in and there is not enough stock on hand. There can be many reasons for this. Deliveries may have been delayed because of weather, because of transportation problems or industrial action.

Then there may be stock shortage following an unexpected rush on a certain product. You can probably think of examples from recent experience in your warehouse.

Equipment breakdown and shortages

Equipment breakdowns can also interfere with the supply of goods. Computer breakdowns, though not common, do occur and cause major problems. The breakdown of other equipment can also cause despatch problems. Again you will probably be able to remember cases that have happened recently in your own warehouse.



Backlogs

Despatch problems of all kinds cause unfinished work or are called ‘backlogs’.



Activity 8: Despatch problems

Make a list of the major despatch problems you have noted in your warehouse over the past two weeks.

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Discuss these with your trainer

Which problems on your list could have been avoided?

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What steps might be taken to see that difficulties like the ones you’ve talked about are handled efficiently if they happen again?

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Additional resources



Paper based:

• workplace reports

• issues arising from meetings and day-‐to-‐day work

• flowcharts used in the workplace to describe work processes

• discussions with teams

• quality manuals, SOPs, etc.



Feedback on activities

The responses provided in this section are suggested responses. Because every workplace is different, your responses may vary according to your specific workplace procedures, the equipment available and the nature of the business.



Activity 1: The despatching areas

You should be able to find the answers for 1, 2 and 3 in Occupational Health and Safety documents in your workplace or in your company’s procedure manuals. Check with your OHS officer.

If an accident happens:

- who should you tell?

- what records must be made?

Procedures for dealing with accidents should be displayed in your workplace. They will involve taking first-aid steps, calling for qualified help, reporting orally to a supervisor and preparing a written report, or filling in an accident report form.

If you are using a trolley, what precautions do you need to take?

Check that the trolley is in good order and use it with proper care.

If you are using a knife, what precautions do you need to take?

Knives must be sheathed when not in use. You should always cut away from your body.

If a Forklift is needed, who is allowed to drive it?

Only licensed Forklift drivers.

Activity 2: Your warehouse procedures

Answers will vary although most of the listed procedures will be relevant:

sometimes Forklifts might not be used

sometimes mobile picker’s chairs will be used

sometimes there will not be computers

sometimes security will be more or less strict.



Activity 3: Despatch records

Most of the records listed on the previous pages will be used in most warehouses.

Activity 4: Controlling loss and other problems

In general, procedures would be slower with a manual system. You may have listed some specified differences based on manual systems and computer systems you have experienced.

Activity 5: Using computers for record keeping

The ‘answers to all sections will probably be ‘Yes’.

Computers may also record staffing details, details of stock location, etc.

Activity 6: The inventory

An inventory is a list of goods and equipment.

Computerised inventories are more efficient. They can be checked and kept up to date more easily.

They may be too accessible (and too easy to make changes to).

Have stocktakers work in pairs with one always from another area or department.

Make stocktake area free from outsiders, friends, spectators, etc.

Activity 7: The inventory, stocktaking and auditing

it is efficient, saves time and is more easily managed than a manual system

for small stores with limited stock range

to protect against loss, theft and damage

account of products actually held so you can compare this with inventory records



auditors can demand to see any item in an inventory or check any stock record.

Activity 8: Despatch problems

Problems will vary but probably relate to such things as delays in despatching goods, incorrect orders, human resource shortages, equipment shortages and breakdowns.

Theoretically, all problems can be avoided (or at least minimised) by applying well thought-out procedures.

Your answers will depend on the problems you identified but may include:

training

supervision

better rostering of staff

checking and maintenance of equipment

better communication

changes to procedures/new procedures.

Documents

TLIA1807C - Organise Despatch Operations - Learner Guide