/ /20 SIGNATURE OF ASSESSOR

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1 STUDENT ASSESSMENT TLIP5008 MANAGE A TRANSPORT & LOGISTICS BUSINESS UNIT Student Name (Please print) Student Signature Date: / /20 Learners Comments Employer Below section is for office use only UNIT RESULT Competent Not Yet Competent Assessor Feedback NAME OF ASSESSOR (Please print) SIGNATURE OF ASSESSOR / /20 Unit Descriptor: This unit involves the skills and knowledge required to manage a transport and logistics business unit in accordance with relevant regulatory requirements, standards, codes of practice and workplace procedures. It includes identifying the market for the business unit, setting transport and logistics business unit objectives, collecting information for business planning operations, establishing resources required to achieve objectives and managing business unit performance to achieve the required outcomes. Work is under general guidance on progress and outcomes. It requires discretion and judgement for self and others in planning and using resources, services and processes to achieve required outcomes. The unit generally applies to those with responsibility for resource coordination and allocation, and who lead individuals or teams. No licensing, legislative or certification requirements apply to this unit at the time of publication. Employability Skills. This unit contains employability skills. Application of the Unit Work must be carried out in compliance with the relevant regulations, standards and codes of practice, including the ADG Code. Work is under general guidance on progress and outcomes of work. It requires discretion and judgement for self and others in planning and using resources, services and processes to achieve required outcomes within workplace policy and procedures. A range of opportunities may be used to develop the work area and to support the development of work systems, innovative strategies to deal with contingencies and to encourage the achievement of the workplace's goals and key performance objectives by the work area and the individuals and teams within it. The unit generally applies to those with responsibility for resource coordination and allocation and provides leadership of others individually or in teams Context of and specific resources for assessment Performance is demonstrated consistently over a period of time and in a suitable range of contexts Resources for assessment include: a range of relevant exercises, case studies and/or other simulated practical and knowledge assessment, and/or access to an appropriate range of relevant operational situations in the workplace In both real and simulated environments, access is required to: relevant and appropriate materials and equipment, and applicable documentation including workplace procedures, regulations, codes of practice and operation manuals Method of Assessment Assessment of this unit must be undertaken by a registered training organisation As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests Practical assessment at your workplace under supervision must occur. Instructions to the Student: To be competent in this unit, you will need to address all the assessment components as well as achieve competency with at least 80% of the theory questions. Spelling, although important, is not critical to achieve competence. TLIP5008 Student Assessment CW85124 (ver 01) Page 1 of 7

2 SECTION 1. COMPLETE THE FOLLOWING CASE STUDY To complete these case studies you will need to read the information provided and do some analysis as to what can be done to fix or remedy the current situation. Draw on your past knowledge and experiences to come up with useful strategies. Further information is in the study unit material and also from past units studied. It is unlikely that you can meet the criteria for competency in less than 140 words per case study. Please ensure that you put your name on each page of your assessment, the unit code and title plus page numbering. This ensures that your assessment will be complete. If an attachment is provided to reinforce your answer, put your name on the attachment and also page number. Case Study 1. Smith Transport & Distribution Services Lismore, NSW Smith Transport & Distribution Services are running a contract warehousing service and have five main customers. For the purpose of the exercise, we have called them Client 1 to Client 5. The management of the business had developed an income budget for the months of January to April inclusive. In the table below, you will note that there is a difference between the budgeted income and the actual income. You are required to total the actual income for each client and calculate the difference as a percentage to the budgeted income to the actual income. Based on this information, as a Manager of a distribution unit, what actions would you take? You will need to use a number of sentences to describe your actions. Income Budget Actual Budget Actual Budget Actual Budget Actual 2010 January February March April Client 1 10,000 10,150 10,800 9,300 11,000 8,150 8,000 8,900 Client 2 12,000 11,740 12,900 10,900 13,000 9,407 9,500 9,450 Client 3 8,000 6,000 8,700 8,750 9,000 8,320 6,800 7,120 Client 4 9,000 8,200 9,500 9,340 9,000 8,740 7,200 6,500 Client 5 11,000 11,400 10,500 8,970 12,000 13,006 9,500 9,600 Total 50,000 47,490 52,400 47,260 54,000 47,623 41,000 41,570 The Company has recorded the following financial information for the period of January to April It provides budgeted expenditure and the actual expenditure. From the information provided, put forward a range of strategies or decisions that would ensure that the business is profitable or break-even for the future months. TLIP5008 Student Assessment CW85124 (ver 01) Page 2 of 7

3 Expenditure Budget Actual Budget Actual Budget Actual Budget Actual 2010 January February March April Wages 17,500 28,180 21,000 19,300 19,000 22,150 11,000 18,900 Fixed Costs 12,000 16,740 12,900 10,900 19,000 19,407 19,500 19,450 Variable Costs 8,000 6,000 15,700 15,750 14,000 18,320 16,800 17,120 Total 37,500 49,600 52,000 47,300 You will need to put your information in a table format and provide strategies or solutions covering income and expenditure in wages, fixed costs and variable costs to ensure that the business remains profitable. Case Study 2. Expenditure for Electricity A Company, Fresh Fruit Services, works a two shift operation. It receives fresh fruit and produce from primary producers in the evening from 4 pm until midnight. The day shift works from 8 am to 4 pm. Due to the privatization of the power generator and changes in government policy the cost of electricity has risen by 30% per 4 month period and management is concerned that this cost will continue to rise. For the first quarter of 2011 the electricity bill covering general lighting, security lighting, and battery charging for equipment, cool room refrigeration, air conditioning, computer power and sundry appliances, was $ plus GST. The second quarter bill was $ You are to look at ways of either reducing electricity consumption to the same or similar amount to the first quarter. It is unlikely that a simple answer such as turn off the electricity would meet this assessment requirement. Case Study 3. Expenditure for Vehicle Repairs and Maintenance This business runs a fleet of vans and small trucks to carry small loads on an hourly basis from one company to another. It also delivers parcels and satchels in congested suburban areas where accidents and vehicle damage often occur. As a small business, it sub-contracts its fleet to a few different larger transport operators where opportunities exist. The vehicles are all owned by AVC Carriers and management has noted that repairs and maintenance costs have increased significantly in the last few months. The higher costs are in tyre punctures and replacement, panel damage to doors and side panels, gear boxes in the smaller vans and brake failure on some of the small trucks. The reasons may be associated with pressure from the management to get the job done as quickly as possible. Consider why repairs and maintenance costs could have risen from the information provided and submit a range of strategies to reduce repair and maintenance costs. If the costs are not contained, then the business will not be profitable and keep operating. TLIP5008 Student Assessment CW85124 (ver 01) Page 3 of 7

4 Case Study 4. Transportation Benchmarks Smith Transport & Distribution Services have set some benchmarks based on budgets and projections. The targets they have set are achievable in management s opinion. The targets are listed below and you are to do some analysis as to whether they are achievable and if not, what strategies you would use to meet the targets. Trucks Received per Hour Based on a timeframe of one minute 30 seconds per pallet to unload a semi-trailer with palletized products, management has decided that a standard 22-pallet truck takes 33 minutes to unload. The results of various vehicle movements over the last five days are as follows: Vehicle 1-22 pallets Actual time 39 minutes Vehicle 2-38 pallets Actual time 87 minutes Vehicle 3-22 pallets Actual time 44 minutes Vehicle 4-12 pallets Actual time 18 minutes Vehicle 5-38 pallets Actual time 68 minutes Vehicle 6-52 pallets Actual time 166 minutes Vehicle 7-18 pallets Actual time 72 minutes Vehicle 8-22 pallets Actual time 33 minutes Vehicle 9-22 pallets Actual time 47 minutes Vehicle pallets Actual time 28 minutes Cartons Assembled per Hour This is based on a seven hour working day and excludes all employee breaks. There are 8 employees and management has sent a benchmark of 90 cartons per employee per hour. Day Daily Target per team Actual Monday 5040 cartons 4170 Tuesday 5040 cartons 5020 Wednesday 5040 cartons 5716 Thursday 5040 cartons 5310 Friday 5040 cartons 4260 From the information provided to you in the above table, as a manager of this department you have been asked to explain why targets are achieved on some days and not on others. Use any workplace information or knowledge that you have to identify reasons for over and under achievement as well as strategies to ensure the management s set targets are achieved each week. No additional staff is to be employed and no overtime is to be worked. Damage and Lost Consignments The business continues to operate in difficult economic times and customers are more demanding. Management has allowed a factor of 2% of total consignments to be lost longer than three days or damaged beyond repair. The types of products moved by the transport and distribution unit vary from electrical appliances to kitchen utensils and glassware. The table below records the number of consignments per month and the number of consignments that are considered to be lost or damaged resulting in an insurance claim. As the Operations Manager, you are required to investigate the reasons for possible loss of product and how this can be reduced to the target. The same applies for damaged consignments. TLIP5008 Student Assessment CW85124 (ver 01) Page 4 of 7

5 Year 2011 Month Total Consignments Damaged Consignments July 47, ,704 August 53, ,267 September 51, ,806 Case Study 5. - Resource Acquisition - Photocopier Lost Over Three Days Management has decided to change photocopiers. It has been identified that the warehouse photocopier, which is currently owned by the Company, is ten years old and is now inefficient in terms of printing costs, reliability, time management and the functions available. On current usage the photocopier produces 28,000 impressions or copies on average per month. As the company is short of cash they have advised that the replacement copier should be either rented or leased over a 3-5 year timeframe. Copy and toner costs are currently $321 per 10,000 copies and the maintenance agreement amounts to $450 annually plus parts as required. Currently the supplier has within the maintenance agreement a copy charge where an impression, or per page copy, is two cents for every copy over 5,000 copies per month. The Company is required to advise the photocopier company of the number of copies per month from the digital reader on the machine. Management has made the decision to replace this photocopier with one which is leased/rented with a maintenance agreement in place. The functions required on the new photocopier must include colour copying, faxing capability, network printing and a scanning capacity. You have been requested to conduct a detailed research of two photocopier suppliers to gather information to assist management in making this resource acquisition decision. You are required to provide a report detailing this information, recommend a supplier for this resource acquisition and give reasons for your recommendation. Brochures gathered during this research would improve your submission. Case Study 6. Customer relations and Goal Setting Abbacus Australia Pty Ltd After you have read the following case study, you will see that Abbacus has not formally identified its market. For instance: It does not have a comprehensive list of its existing customers and has no feedback from them regarding the performance of the Transport and Logistics business unit. Without this feedback and other input from key stakeholders, the Unit has no plans as to how they will improve their service provision. To compound this problem, there are no procedures in place to target potential customers. Case Study Background Information Abbacus Australia Pty Ltd is a privately-owned Australian company buying and selling automotive spare parts. It has been experiencing financial difficulties for the past two years. They have employed you on a consultancy basis to identify their problems and recommend solutions to their current difficulties. Joe Slater has been the Operations Manager of the Transport and Logistics business unit for the past eleven years and manages a team of 30 employees. This unit is responsible for the receipt, storage and issuance of product to customers. He is also expected to manage the transport and logistics business unit in accordance with relevant regulatory requirements and workplace procedures. This includes identifying the market for the business unit, setting transport and logistics business unit objectives and collecting information for business planning operations. TLIP5008 Student Assessment CW85124 (ver 01) Page 5 of 7

6 He has had little formal business training and has picked up most of his knowledge and skills by trial and error. He has considerable knowledge of the transport and logistics industry having worked within it in a number of different capacities. He feels that his controlling and leading skills are quite good and that his technical skills are up to date. Joe is very committed to learning how to better manage a transport and logistics business unit and has enthusiastically participated in providing information for this consultancy. He brought all members of his team into the information sessions and it was clear that they respected him and were prepared to follow his lead in seeking growth in their business unit. Our discussions addressed a number of areas but it was decided to focus the first part of this consultancy on: Identifying Abbacus Australia Pty Ltd s market Planning improvements to increase the provision of services Establishing objectives for the business Identifying potential customers and developing strategies to target this market Defining and documenting key performance indicators Defining strategies to achieve the unit s objectives In relation to the Abbacus Australia Pty Ltd s market, Joe and his team all know their client contacts on a first name basis but are not too sure of their surnames or the companies for which they work. They all feel that they have great relationships with their clients. There is no formal process to gain feedback from customers, either internal or external, but all team members felt that the current provision of their service must be OK because we don t hear anything to the contrary. When questioned about potential customers and how they are targeted, the response was that we just wait for them to ring us and anyway that is a marketing issue - not one for us. Joe is very anxious to improve the business performance of his team and indicated that he would be very happy to learn any new tricks that would bring this about. A systems approach was discussed as a way to improve an organisation. The team came to understand that they had no formal systems or processes in place in relation to their customers. For example: A list of existing customers and their relevant information such as name of organisation, contact person, address, phone numbers etc does not exist There is no process for gathering and analysing feedback from customers No formal process of keeping a record of complaints No process to analyse feedback and complaints in order to improve service No consideration given to how the company can target potential customers The informal system currently being followed is: 1. Receive order from customers via telephone, fax or purchase order 2. Retrieve product 3. File the order, with a notation that it has been filled, the relevant date and method of transport. 4. Despatch product via road transport or mail Joe and his team discussed the team s goals and objectives and elected to focus firstly on the implementation of a formal customer service system with the team s key performance indicators identified. TLIP5008 Student Assessment CW85124 (ver 01) Page 6 of 7

7 For your Assignment, you are required to prepare the following: 1. A formal system outlining a full process for managing customer relations. This system must include the above as well as how collated data is to be managed and analysed, a process for obtaining customer feedback, a process for documenting complaints, a method for improving service and finally a process to target potential customers. 2. A list of relevant Australian and international regulations, legislative requirements, relevant OH&S and environmental procedures and regulations relevant to this business unit. SECTION TWO COMPLETE THE FOLLOWING PRACTICAL ACTIVITIES WITH YOUR ASSESSOR/TRAINER OR SUPERVISOR AND RECORD THE RESULTS ON THE CHECKLIST PROVIDED IN THIS ASSESSMENT Student Name: Employer: Date: No. Task to be performed Meet Standards? Yes No 1. Student is able to identify customers requiring transportation of goods 2. Student can identify three (3) types of transportation methods 3. Student is aware of workplace goals to meet enterprise objectives 4. Student can interpret key performance indicators for the organisation 5. Student knows methods to improve key performance indicators for the workplace 6. Student is aware of the financial impact if transport costs exceed budget 7. Student is aware of workplace policies and procedures associated with transportation 8. Student can create performance reports on various transport companies as required 9. Student is able to communicate with transportation providers using various methods 10. Student can apply WHS and transport regulations relevant to the industry sector 11. Student is mindful of fatigue management legislation in scheduling transportation over long distances 12. Student can enforce workplace PPE usage to conform with workplace standards The supervisor or assessor confirms that the worker/student is able to perform or identify the practical activities listed above to workplace processes and standards. Supervisor Name: Signature: Date: TLIP5008 Student Assessment CW85124 (ver 01) Page 7 of 7