PIABC Level 2 NVQ Diploma in Merchant Supplies - Timber

Transcription

1 PIABC Level 2 NVQ Diploma in Merchant Supplies - Timber Qualification Number: 600/5436/0 Qualification Specification Updated: 21 March 2018

2 CONTENTS Page Executive Summary... 3 Aim... 4 Outcomes... 4 Target Group... 5 Entry Requirements... 5 Progression... 5 Qualification Structure... 5 Rules of Combination... 6 Qualification Level... 8 Programme Organisation... 9 Guidance on Learning and Teaching... 9 Qualification Description Unit Content: Learning Outcomes and Assessment Criteria Make sure your own actions reduce health & safety risks within your workplace Contribute to the effectiveness of work in a commercial setting Timber and panel products and their uses (a knowledge unit) Purchasing timber and timber based products in a commercial environment Selling timber and timber based products in a commercial environment Carrying out operations in a timber and timber based products commercial environment Communicate using customer service language Follow the rules to deliver customer service Give customers a positive impression of yourself and your organisation Promote additional services or products to customers Assemble orders for dispatch in logistics operations Deliver reliable customer service Keep stock at required levels in logistic operations Pick goods in logistic operations Place goods in storage in logistic operations Process orders for customers in logistic operations Process returned goods in logistics operations Promote continuous improvement Receive goods in logistics operations Use customer service as a competitive tool Wrap and pack goods in logistic operations Assessment Qualification Certification Glossary Suggested Sources Material Page 2 of 42

3 EXECUTIVE SUMMARY The PIABC Level 2 Diploma in Merchant Supplies Timber is a nationally recognised qualification. The primary purpose of the qualification is to confirm specialist knowledge and skills competence. It provides learners with skills and knowledge for one of three job roles: purchasing, sales and yard operatives. It particularly provides a basic knowledge of the different types of timber and timber products, how they are processed and their uses in construction. Those achieving the qualification will be able to apply this knowledge to choosing appropriate products, advising others and suggesting correct applications for particular functions. The qualification is intended for both newcomers and experienced personnel within the industry and is designed to provide trade specific knowledge appropriate for the day to day activities in a timber yard or office. The learner should be familiar with the main softwoods, hardwoods and panel products traded in the UK. Learners will understand how they are graded, priced, measured and selected for use. Learners will be familiar with the trade terms for these products and be able to explain how and why the items are used in principal building components. To achieve the qualification, learners need to successfully gain 37 credits made up from mandatory and optional units. Programmes leading to the qualification can be organised and delivered by providers who have gained centre and qualification approval from PIABC. To achieve this they need to complete the PIABC centre and qualification approval procedures available from In completing the documentation and the approval visit, centres need to demonstrate their ability to deliver high quality education leading to the qualification. Centres are expected to employ robust quality assurance processes. PIABC will appoint its own moderators to ensure the effective operation of these processes and the maintenance of standards of quality. There is no necessity for any formal entry requirement to this course beyond the basic literacy and numeracy expected from anyone entering the business world. Success in this qualification enables learners to progress to higher level qualifications, for example the PIABC Level 3 Certificate in Wood Technology and Application. This qualification was developed under the Qualifications Credit Framework (QCF) and comprises of units from a number of Sector Skills Councils and therefore Assessors should use the associated relevant Assessment Strategies. Page 3 of 42

4 AIM The primary purpose of the qualification is to confirm specialist knowledge and skills competence. It aims to measure competence and knowledge of the different types of timber and timber products, how they are processed and their uses in construction. Those achieving the qualification will specialise in either purchasing selling or handling timber and be able to apply this knowledge to choosing appropriate products, advising others, and suggesting correct applications for particular functions. The PIABC Level 2 Diploma in Merchant Supplies Timber is intended for those wishing to pursue a career in the timber or related industries, or for those who are already in the industry and who wish to extend their knowledge and expertise. The qualification can also provide a very useful complementary qualification for apprenticeship programmes, or the preparation to progress to higher levels of study. The qualification is designed to provide trade specific knowledge appropriate for the day to day activities in a timber or builder s merchant s yard or office or in retail DIY. The learner should be familiar with the main softwoods, hardwoods and panel products traded in the UK. Learners will understand how they are graded, priced, measured and selected for use. Learners will be familiar with the trade terms for these products and be able to explain how and why the items are used in the principal buildings components. At the same time there is the need to work in a safe manner and observe all relevant health, safety and environmental rules and regulations as specified by the organisation. OUTCOMES In setting out a clearly-defined level of achievement, this qualification will: 1. The primary purpose of the qualification is to confirm specialist knowledge and skills competence. 2. Enhance the knowledge and job satisfaction of learners- providing them with a means of progression to higher level job roles and qualifications. 3. Provide employers with an open and transparent basis for judging the suitability of learners for employment and promotion. 4. Facilitate job movement throughout the timber sector and other related areas of the timber industry. Specific outcomes for the qualification are listed under the individual unit description. Page 4 of 42

5 TARGET GROUP This Level 2 qualification is appropriate for those working in merchants or retail, wanting to gain recognition for the competencies and understanding in one of three strands: Buying timber; selling timber; handling timber Job role Sales and purchasing personnel (office based and on the road); yard/warehouse personnel Counter sale staff, sales floor operatives. Purchasers Sales and purchasing personnel; yard operatives Type of company Timber products importer and merchant Builders merchant, DIY retail business Sawmill ENTRY REQUIREMENTS There are no entry qualifications or age limits required for this qualification. Assessment for this qualification is open to any learner who has the potential to reach the standards laid down for this qualification. An initial assessment of past experience and current skills, knowledge and understanding should be carried out prior to commencement, to determine suitability for this qualification. Aids or appliances, which are designed to alleviate disability, may be used duringassessment, providing they do not compromise the standard required. PROGRESSION Success in this qualification prepares learners for progression in the timber industry. Learners may have the opportunity to progress into supervisory and management roles taking suitable qualifications. Learners are encouraged to consider belonging to a professional institute or similar. Centres are encouraged to make learners aware of relevant associations and related professional bodies. QUALIFICATION STRUCTURE The qualification was developed under the Qualifications Credit Framework (QCF) and comprises of units from a number of Sector Skills Councils and therefore Assessors should use the associated appropriate Assessment Strategies. The qualification is made up of mandatory and optional units. The mandatory units cover those areas which have a common approach, such as safety and the principle learning outcomes for the job role. The optional units offer a choice that can be combined to meet the needs of an individual s specific job role together with the organisations and learners preferences. Page 5 of 42

6 Guided Learning Hours (GLH) is the number of hours of teacher supervised or directed study time required to teach an individual unit or qualification. GLH have been calculated unit by unit -in isolation of each other - such that the unit is a standalone unit, therefore centres may find that where learners are completing a number of units to achieve the complete qualification actual overall GLH will reduce (i.e. the actual GLH for the entire qualification is unlikely to be a sum total of the individual units taken). Learning time will clearly be reduced if learners hold QCF credits from prior learning. Learners will also be expected to carry out additional reading, practice and other work to complete each unit and prepare for assessment. Credit values are determined by the total learning hours (teaching + demonstrations + practice + reflection + assessment - including developing competence in the work environment etc) divided by 10. For example 7 credits reflect a total learning time of 70 hours. Learning time is usually much greater than GLH. Credit values have been calculated unit by unit - in isolation of each other - such that the unit is a standalone unit; therefore centres may find that where learners are completing a number of units to achieve the complete qualification, actual learning time will reduce (i.e. the actual learning time for the entire qualification is unlikely to be a sum total of the credits of the individual units taken). Rules of Combination are used to define the structure of QCF qualifications and specify the minimum credits which must be achieved through a particular combination of units to gain a full qualification. RULES OF COMBINATION Learners must achieve 21 credits in Group A; a minimum of 10 credits in Group B; and a minimum of 6 credits from Group C. The total minimum credit value of this qualification is 37 credits. Group A: Mandatory Units: 21 credits required PIABC Unit No. Ofqual Unit No. Title Credit Unit Level GLH PI001 F/503/8136 Make sure your own actions reduce health & safety risks within your workplace Contribute to the effectiveness of work in a commercial setting Timber and Panel Products and their uses (A knowledge unit) Assessed by portfolio PI002 F/503/ PI003 D/503/ Group B: min of 10 Credits required. Learners are barred from combining units L/503/8088 and T/601/7925. PIABC Unit No. MST201 MST202 MST203 Ofqual Unit No. F/503/8086 J/503/8087 L/503/8088 Title Purchasing timber and timber based products in a commercial environment Selling timber and timber based products in a commercial environment Carrying out operations in a timber and timber based products commercial environment Credit Unit Level GLH Page 6 of 42

7 Group C: Minimum of 6 Credits required. Learners are barred from combining units L/503/8088 and T/601/7925. Group C unit(s) cannot be the same unit(s) as those completed in Group B, as individual units can only be counted once. PIABC Unit No. MST201 MST202 MST203 Ofqual Unit No. F/503/8086 J/503/8087 L/503/8088 Title Purchasing timber and timber based products in a commercial environment Selling timber and timber based products in a commercial environment Carrying out operations in a timber and timber based products commercial environment Credit Unit Level GLH MST204 F/601/1609 Communicate using customer service language MST205 L/601/1614 Follow the rules to deliver customer service MST206 MST207 L/601/0933 D/601/0936 Give customers a positive impression of yourself and your organisation Promote additional services or products to customers MST208 J/601/7931 Assemble orders for dispatch in logistics operations MST209 J/601/1210 Deliver reliable customer service MST210 T/601/7911 Keep stock at required levels in logistic operations MST211 R/601/7916 Pick goods in logistic operations MST212 T/601/7925 Place goods in storage in logistic operations MST213 F/601/7930 Process orders for customers in logistic operations MST214 L/601/7932 Process returned goods in logistics operations MST215 H/601/1554 Promote continuous improvement MST 216 K/601/7923 Receive goods in logistics operations MST 217 D/601/1228 Use customer service as a competitive tool MST 218 Y/601/7917 Wrap and pack goods in logistic operations Page 7 of 42

8 QUALIFICATION LEVEL PIABC Level 2 NVQ Diploma in Merchant Supplies - Timber is a Level 2 qualification. Level 2 Descriptor Summary Achievement at Level 2 reflects the ability to select and use relevant knowledge, ideas, skills and procedures to complete well-defined tasks and address straightforward problems. It includes taking responsibility for completing tasks and procedures and exercising autonomy and judgement subject to overall direction or guidance. Knowledge and Understanding Use understanding of facts, procedures and ideas to complete well-defined tasks and address straightforward problems. Interpret relevant information and ideas. Be aware of the types of information that are relevant to the area of study or work Application and action Complete well-defined, generally routine tasks and address straightforward problems Select and use relevant skills and procedures Identify, gather and use relevant information to inform actions Identify how effective actions have been Autonomy and accountability Take responsibility for completing tasks and procedures Exercise autonomy and judgement subject to overall direction or guidance Source: Regulatory arrangements for the Qualifications and Credit Framework OFQUAL 2008 Page 8 of 42

9 PROGRAMME ORGANISATION Programmes leading to the PIABC Level 2 NVQ Diploma in Merchant Supplies - Timber can be organised and delivered by providers who have gained centre and qualification approval from PIABC. To achieve this they need to complete the PIABC centre and qualification approval procedures available from In completing the documentation and the approval visit, centres need to demonstrate their ability to deliver high quality education leading to the qualification. Centres are expected to employ robust quality assurance processes. PIABC will appoint its own moderators to ensure the effective operation of these processes and the maintenance of standards of quality. The organisation of the qualification is at the discretion of the centre and will take into account the aims, aspirations and experience of the learners. Centres are encouraged to choose the most suitable curriculum model for their learners. Whilst the sequential delivery of parts of the unit is a possibility and may provide the most straightforward way of determining completion, it may be that some degree of integration of elements will occur, or that other methods of delivery are more appropriate to meet the needs of learners. It should be noted however that the whole unit and all the learning outcomes will be assessed. Centres must ensure that adequate arrangements are in place for supporting learners. This could be either through separate tutorial sessions or through the use of time within structured study sessions. Centres using on-line or other forms of open learning must ensure that appropriate tutorial support is provided for learners. The employer s engagement in learning and assessment opportunities will be paramount in securing timely achievement and a participative role should be encouraged. In relevant circumstances, centres are recommended to provide career related information and guidance to their learners. GUIDANCE ON LEARNING AND TEACHING Learners employed in the timber and related industries will come to the qualification with varying levels of existing knowledge and/or practical experience of some parts of the Learning Outcomes. Training needs should be identified and gaps in knowledge and competency should be filled with a planned delivery of an individual learning plan. This should be utilised in preparing for teaching and assessment. The sharing of knowledge which has the potential to lead to a high level of understanding should be encouraged by the use of staff with direct experience in the Merchant Supplies Timber and related industries. This must, of course, be balanced against a sound understanding of the theoretical understanding. The relationship between theory and practice is a theme that should be reflected in the assessments forthe programme. Therefore in structured learning and individual work, learners should be aware of the requirement to develop a theoretical understanding to their practical work and a practical application to their theoretical understanding. Those developing learning programmes should expect to achieve all the learning outcomes. It may be useful to have workbooks for use either at home or in the workplace. Page 9 of 42

10 QUALIFICATION DESCRIPTION The PIABC Level 2 NVQ Diploma in Merchant Supplies - Timber follows the QCF principles for designing units and qualifications and contains the features listed as follows: Unit QCF reference number, title, level, guided learning hours and credit value. Each unit consist of: Learning Outcomes that show what the Learners will be able to understand, know or demonstrate. Assessment Criteria that show what the Learners can do or produce in order to show that they have met the learning outcome. Some Units also indicate the intended scope of the performance criteria To successfully complete a unit, learners must meet all the learning outcomes by showing that they have achieved all the assessment criteria with consideration to the intended scope. UNIT CONTENT: LEARNING OUTCOMES AND ASSESSMENT CRITERIA The PIABC Level 2 NVQ Diploma in Merchant Supplies - Timber is a nationally recognised qualification which requires the candidate to possess or acquire the competencies and knowledge in one of either: purchasing, selling or handling timber and timber based products Page 10 of 42

11 MAKE SURE YOUR ACTIONS REDUCE RISKS TO HEALTH AND SAFETY WITHIN YOUR WORKPLACE PIABC Unit No: PI001 Guided Learning Hours: 27 Qualification Accreditation No: F/503/8136 Unit Credits: 6 Unit Level: 2 Assessment Guidance This unit is for everyone at work (whether paid, unpaid, full or part-time). It is about having an appreciation of significant risks in your workplace, knowing how to identify and deal with them. This unit is about the health and safety responsibilities for everyone in your workplace. It describes the competences required to make sure that: your own actions do not create any health and safety hazards you do not ignore significant risks in your workplace, and you take sensible action to put things right, including: reporting situations which pose a danger to people in the workplace and seeking advice Fundamental to this unit is an understanding of the terms "hazard", "risk" and control. Learning Outcomes and Assessment Criteria Learning Outcome 1. Be able to identify the hazards and evaluate the risks in your workplace: 2. Know how to identify the hazards and evaluate the risks in your workplace: 1.1 Identify which workplace instructions are relevant to your job role 1.2 Identify those working practices in your job role which could harm you or others 1.3 Identify those aspects of your workplace which could harm you or others 1.4 Check which of the potentially harmful working practices and aspects of your workplace present the highest risks to you or to others 1.5 Deal with hazards in accordance with workplace instructions and legal requirements 1.6 Correctly name and locate the people responsible for health and safety in your workplace 1.7 Report to the people responsible for health and safety in your workplace those hazards which present the highest risks 2.1 Define what hazards and risks are 2.2 State your responsibilities for health and safety as required by the law covering your job role 2.3 Describe the hazards which exist in your workplace and the safe working practices which you must follow. 2.4 Describe the particular health and safety hazards which may be present in your own job role and the precautions you must take 2.5 Explain the importance of remaining alert to the presence of hazards in the whole workplace Page 11 of 42

12 Learning Outcome 3. Be able to reduce the risks to health and safety in your workplace: 4. Know how to reduce the risks to health and safety in your workplace: 2.6 Explain the importance of dealing with, or promptly reporting, risks 2.7 Define the responsibilities for health and safety in your job role/description 2.8 Describe the safe working practices for your own job role 2.9 Identify the responsible people you should report health and safety matters to State where and when to get additional health and safety assistance 3.1 Carry out your work in accordance with your level of competence, workplace instructions, suppliers or manufacturer s instructions and legal requirements 3.2 Control those health and safety risks within your capability and job responsibilities 3.3 Pass on suggestions for reducing risks to health and safety to the responsible people 3.4 Make sure your behaviour does not endanger the health and safety of you or others in your workplace 3.5 Follow the workplace instructions and suppliers' or manufacturers' instructions for the safe use of equipment, materials and products 3.6 Report any differences between workplace instructions and suppliers' or manufacturers' instructions 3.7 Make sure that your personal presentation and behaviour at work: protects the health and safety of you and others, meets any legal responsibilities, and is in accordance with workplace instructions 3.8 Make sure you follow environmentally-friendly working practices 4.1 Define and describe your scope and responsibility for controlling risks 4.2 State the workplace instructions for managing risks which you are unable to deal with 4.3 Identify the suppliers and manufacturers instructions for the safe use of equipment, materials and products which you must follow 4.4 Explain the importance of personal presentation in maintaining health and safety in your workplace 4.5 Explain the importance of personal behaviour in maintaining the health and safety of you and others 4.6 Describe the risks to the environment which may be present in your workplace and/or in your own job role Page 12 of 42

13 CONTRIBUTE TO THE EFFECTIVENESS OF WORK IN A COMMERCIAL SETTING PIABC Unit No: PI002 Guided Learning Hours: 30 Qualification Accreditation No: F/503/5995 Unit Credits: 5 Unit Level: 2 Learning Outcomes and Assessment Criteria Learning Outcome 1. Plan and organise own work 1.1 Ensure you have the required authority to complete the required activity 1.2 Comply with current legislation including working safely 1.3 Check that you understand the particular work activity and your role within it 1.4 Check that the area is clean, tidy and free from hazards before starting work 1.5 Check that required resources and equipment are ready before starting work 1.6 Check the job documentation prior to starting work 1.7 Compete the activity as planned without any undue delay 1.8 Complete all documentation accurately and legibly and pass it on to the next stage 2. Know how to plan and organize their work 3. Work effectively with other team members 2.1 Describe your job roles, responsibilities and levels of authority 2.2 List the current legislation and describe how it applies to your role 2.3 Describe the work activity and your role in that activity 2.4 Explain how you would check that the area is clean, tidy and free from hazards including listing the hazards and possible consequences 2.5 List the resources required for the activity 2.6 Describe how to check that the equipment is ready for use 2.7 Identity the documentation and show how it is used 2.8 Describe the workplace procedures for monitoring the progress of the activity and keeping others informed 2.9 Show how the documentation is completed and describe the next stage 3.1 Treat others with respect at all times 3.2 Communicate with others using the appropriate method 3.3 Give constructive support and feedback to appropriate personnel 3.4 Receive support and feedback from personnel Page 13 of 42

14 Learning Outcome 4. Know how the work effectively with others 5. Contribute to problem solving and improvements 6. Know how to contribute to problem solving and improvement 4.1 Explain how treating others with respect contributes to workplace efficiency 4.2 State what methods of communication to use and when to use them 4.3 Describe how to identify when assistance may be needed and the how this may be given 4.4 Explain why it is important to receive feedback and support 4.5 Describe how to give constructive feedback and support 4.6 Explain why it is important to give constructive feedback and support 5.1 Respond to any problems that occur during the work activity 5.2 Report any problems that occur and the actions taken 5.3 Identify and share opportunities for improving workplace practices and procedures using the appropriate method 6.1 Describe the most common problems that may occur and how these are solved 6.2 Describe the reporting procedure for problems 6.3 Describe how to identify opportunities for improvement 6.4 Describe how suggestions for improvements should be made and to whom 6.5 Explain how the identification of improvements can benefit you and the organisation Page 14 of 42

15 TIMBER AND PANEL PRODUCTS AND THEIR USES PIABC Unit No: PI003 Guided Learning Hours: 40 Qualification Accreditation No: D/503/9858 Unit Credits: 10 Unit Level: 2 Assessment Guidance Assessment by portfolio of evidence. Special note: This unit is also available as a stand alone qualification which is assessed by examination only. Learning Outcomes and Assessment Criteria Learning Outcome 1. Understand the characteristics and nature of wood 2. Understand the factors affecting the marketing and utilisation of timber 3. Understand the processes that improve the properties of wood 4. Understand the types of woodbased panel products 5. Understand the functions and applications of solid timber and wood-based panels in buildings and related uses 1.1 Describe the difference between softwoods and hardwoods 1.2 List the major commercial species and their countries of origin for softwoods and hardwoods 1.3 Explain how a knot is formed 1.4 Illustrate the difference between a live knot and a dead knot 1.5 Explain what is meant by natural durability in timber 2.1 List the main trade sizes for sawn square-edged timber 2.2 Explain the factors that influence the pricing of timber 2.3 Calculate prices for timber purchases and sales 2.4 Summarise the differences between the principal systems for grading sawn timber 2.5 Describe the end use applications for strength graded timber and appearance graded timber 3.1 Explain the reasons for drying timber 3.2 State the recommended moisture content for end uses of timber 3.3 List the methods used to improve the durability of timber 3.4 Describe one type of timber preservation 4.1 Describe the manufacturing processes and construction of the main types of wood-based panels 4.2 Explain the categories of adhesive used 4.3 Explain how the grading systems for wood-based panels relate to their properties and application 5.1 Explain the differences between carcassing and joinery timber 5.2 Name the main load bearing timbers and their functions in a domestic dwelling 5.3 List and describe strength reducing characteristics in timber 5.4 Describe visual strength grading Page 15 of 42

16 Learning Outcome 6. Understand the importance of care, storage and handling of wood products 5.5 Describe the principals involved in machine strength grading 5.6 Recognise the key differences between a strength grade and a strength class 5.7 Describe a manufactured joinery product used in a domestic dwelling 5.8 Draw and name typical profiles for moulded joinery 6.1 Explain the reasons why it is important to ensure that wood products are handled and stored correctly Page 16 of 42

17 PURCHASING TIMBER AND TIMBER BASED PRODUCTS IN A COMMERCIAL ENVIRONMENT PIABC Unit No:MST201 Guided Learning Hours: 57 Qualification Accreditation No: F/503/8086 Unit Credits: 10 Unit Level: 2 Assessment Guidance This unit must be assessed in a work environment and in accordance with: the Additional Requirements for Qualifications using the title NVQ in QCF the Proskills QCF Assessment Strategy Workplace evidence of skills cannot be simulated. Learning Outcomes and Assessment Criteria Learning Outcome 1. Prepare to purchase timber and timber based products 2. Know how to prepare to purchase timber and timber based products 1.1 Confirm type of order i.e. stock or none stock 1.2 Follow company procedures for checking the suitability of material to be supplied 1.3 Carry out calculations to ensure cost effectivenessof the intended purchase 1.4 Check the suitability of the delivery options available based on cost frequency/timing of delivery security type(s) 1.5 Check the suitability of the storage available based on access for loading/unloading safety security space available specialist storage 1.6 Check the readiness for purchasing in relation to ownership of materials/products terms of supply terms of payment eligibility of supply 2.1 Describe job role including levels of responsibility, accountability, line management and reporting procedures 2.2 Explain how and why the procedures for stock and none stock differ 2.3 State the main characteristics affecting the wood purchasing decisions with regard to: material transport storage Page 17 of 42

18 Learning Outcome 3. Purchase timber and timber based products 4. Know how to purchase timber and timber based products 2.4 Identify the common dimensions/pack sizes of timber and show the calculations needed to ensure cost effective purchasing 2.5 Describe the procedures for transfer of ownership/liability despatch, carriage and delivery credit/ payment options minimum order values and quantities chain of custody certification 2.6 Describe the purpose of Chain of Custody (CoC) and explain why this is important 2.7 Describe the purpose of the CE Mark and explain why this is important 2.8 Explain briefly why timber and timber based materials and products are subject to origin and supply control certification 2.9 Explain briefly how timber and timber based materials and products are subject to origin and supply control certification 3.1 Carry purchasing operations within the scope of personal responsibility and with due regard to production efficiency and business objectives 3.2 Confirm the requirements for materials amounts quality dimensions cost of materials and associated fixings 3.3 Confirm the delivery arrangements for delivery method time and date cost 3.4 Confirm storage requirements for stock and none stock 3.5 Confirm the payment method 3.6 Complete all documentation accurately and legibly 3.7 Follow the company procedures to complete the purchase of timber and timber based products 4.1 Explain the main functions of 4 documents and procedures when purchasing timber and timber based products 4.2 With regard to value, explain the purpose of: permitted industry recognise specification tolerances unit cost calculations negotiation credit wastage 4.3 State the main statutory duties when purchasing timber Page 18 of 42

19 Learning Outcome and timber based products for the following: Health and Safety Data protection 4.4 Describe how the health and Safety and Data Protection legislation and regulations relate to and affect your role 4.5 Describe how at least 1 product from each of the following are made: panel/sheet materials engineered products component/joinery products 4.6 State the main geographical sources of supply of timber and timber-based materials and products 4.7 Identify the company documentation/computer systems and describe how these are completed and used 4.8 Describe company procedures for dealing with unsatisfied concerns Page 19 of 42

20 SELLING TIMBER AND TIMBER BASED PRODUCTS IN A COMMERCIAL ENVIRONMENT PIABC Unit No:MST202 Guided Learning Hours: 57 Qualification Accreditation No: J/503/8087 Unit Credits: 10 Unit Level: 2 Assessment Guidance This unit must be assessed in a work environment and in accordance with: the Additional Requirements for Qualifications using the title NVQ in QCF the Proskills QCF Assessment Strategy Workplace evidence of skills cannot be simulated. Learning Outcomes and Assessment Criteria Learning Outcome 1. Prepare to sell timber and timber based products 2. Know how to prepare to sell timber and timber based products 1.1 Identify the main types of customers and describe their differing requirements 1.2 Check suitability and appearance of sales area in relation to safety and hazards ease of access access for customers with special requirements 1.3 Check the suitability of materials/products to be sold 1.4 Check the suitability of the sales area in terms of storage/staking/space available appearance clarity of information access for unloading 1.5 Check readiness for sale in relation to availability of materials to be sold amount of stock stock control options delivery times for stock items and none stock items 1.6 Check the readiness for sale in relation to ownership of materials/products terms of supply terms of payment eligibility of supply 2.1 Describe your job role including levels of responsibility, accountability, line management and reporting procedures 2.2 Describe the key features of excellent customer service and say how these affect a commercial business appearance of sales area appearance of staff staff knowledge availability of product Page 20 of 42

21 Learning Outcome 3. Sell timber and timber based products helpfulness of staff 2.3 Describe the key features of poor customer service and say how these affect a commercial business 2.4 Describe the sales area and how identified features make this an effective commercial sales environment 2.5 Describe at least 6 materials and products available and how these may meet the customer s requirements 2.6 Describe at least 4 different timbers or timber-based products and state the key features, advantages and limitations of each product 2.7 Design a suitable display for a particular product and describe how this meets the customer requirements 2.8 Describe the company procedures for stock control 2.9 Describe the purpose of Chain of Custody (CoC) and explain why this is important 2.10 Describe the purpose of the CE Mark and explain why this is important 2.11 Identify the common dimensions/pack sizes of timber and show the calculations needed to meet the customer s needs 3.1 Approach customers in a pleasant, friendly and professional manner 3.2 Confirm the customer requirements in terms of materials amounts quality dimensions cost of materials and associated fixings 3.3 Demonstrate good product knowledge and advise the customer accordingly 3.4 Carry out calculations to ensure cost effectiveness for the customer dimensions that best fit requirements wastage is minimised cost is minimised 3.5 Confirm the delivery arrangements in relation to delivery method time and date cost security 3.6 Confirm payment method to be used by the customer 3.7 Complete all sales documentation accurately and legibly 3.8 Carry out sales operations within the scope of personal responsibility and with due regard for excellent customer service, efficiency and business objectives 3.9 Use company procedures to report unsatisfied customer concerns and complaints Page 21 of 42

22 Learning Outcome 4. Know how to sell timber and timber based products 4.1 Describe how to approach customers in a pleasant, friendly and professional manner 4.2 Describe methods for clarifying and confirming customer requirements 4.3 Identify the common dimensions/pack sizes of timber and show the calculations needed to ensure cost effectiveness for the customer 4.4 With regard to value, explain the purpose of: permitted industry recognised specification tolerances unit cost calculations negotiation credit wastage 4.5 Describe the company procedures for delivery in terms of cost days and times methods 4.6 Explain the main functions of at least 4 documents and procedures when selling timber and timber based products 4.7 Identify the company documentation/computer systems and describe how these are completed and used 4.8 State the main statutory duties when selling timber and timber based products for the following: Health and Safety Data protection 4.9 Describe how the Health and Safety and Data Protection legislation and regulations relate to and affect your role 4.10 Describe company procedures for dealing with unsatisfied concerns and customer complaints 4.11 List the benefits of gaining customer feedback and show how this can be obtained and used to improve the customer experience 4.12 State the main geographical sources of supply of timber and timber-based materials and products Page 22 of 42

23 CARRYING OUT OPERATIONS IN A TIMBER AND TIMBER BASED PRODUCTS COMMERCIAL ENVIRONMENT PIABC Unit No:MST203 Guided Learning Hours: 57 Qualification Accreditation No: J/503/8087 Unit Credits: 10 Unit Level: 2 Assessment Guidance This unit must be assessed in a work environment and in accordance with: the Additional Requirements for Qualifications using the title NVQ in QCF the Proskills QCF Assessment Strategy Workplace evidence of skills cannot be simulated. Learning Outcomes and Assessment Criteria Learning Outcome 1. Receive timber and timber based products 2. Know how to receive timber and timber based products 1.1 Identify the main types of timber and timber based products likely to be received 1.2 Comply with the company procedures for receiving timber and timber based products in terms of health safety and security personal protective equipment environmental factors 1.3 Check suitability of the storage area for the receipt of timber and timber based products safety and hazards ease of access ease of movement 1.4 Check the documentation accompanying the timber and timber based products against the requisition order 1.5 Check that the timber and timber based products matches that shown on the documentation 1.6 Check for any defects or deficiencies in order 1.7 Comply with company procedures for accepting, rejecting or reporting defects 1.8 Complete all documentation accurately and legibly 2.1 Describe job role including levels of responsibility, accountability, line management and reporting procedures 2.2 Describe how at least 6 different types of timber and timber based products can be identified and recognised 2.3 Name at least 3 species of timber and describe their characteristics 2.4 Explain the difference between untreated and treated timber including the main methods of treatment 2.5 Describe the features of a storage area suitable for receiving timber and timber based products Page 23 of 42

24 Learning Outcome 3. Handle and store timber and timber based products 2.6 Explain policies and procedures related to the receipt of timber and timber based products in relation to health, safety and security personal protective equipment environmental factors chain of custody certification 2.7 Describe the procedures for checking the documentation against a requisition timber and timber based products 2.8 Explain why it is necessary to check the timber and timber based products 2.9 Identify the main defects and show how these could be recognised 2.10 Describe the purpose of Chain of Custody (CoC) and explain why this is important 2.11 Describe the purpose of the CE Mark and explain why this is important 2.12 Explain how company procedures are used to accept, reject or report defects 2.13 Identify the company documentation/computer systems and describe how these are completed and used 3.1 Check that the work area is free from hazards and suitable for moving and handling timber and timber based products 3.2 Use safety and lifting equipment correctly to move timber and timber based products 3.3 Stack and store timber and timber based products correctly and safely 3.4 Ensure that timber and timber based products are stored and segregated in accordance with company requirements 3.5 Ensure that the surrounding property and structures are protected from damage 3.6 Maintain appropriate health and safety during moving, handling and storage 3.7 Identify and deal with problems correctly within the limits of your responsibility 3.8 Reportpotentially hazardous features/occurrences to all appropriate people 3.9 Complete any documentation or labelling accurately and legibly 4. Know how to handle and store timber and timber based 4.1 List the type of hazards likely to be found when handling and storing timber and timber based products and say Page 24 of 42

25 Learning Outcome products how the risks from these are minimised 4.2 Describe how at least 4 timber and timber based products are moved and handled 4.3 Describe the procedures for loading, moving and unloading timber and timber based products 4.4 List the types of safety and lifting equipment used to carry out operations and describe how these are used 4.5 Explain how and why particular methods are used for stacking and storing timber and timber based products 4.6 Explain the importance of segregating certificated and non certificated timber and timber based products and the consequences of not doing so 4.7 Relate the health and safety procedures to the activities taking place 4.8 List the most common problems associated with handling and storing timber and timber based products and describe how these are dealt with 4.9 Describe the procedures for reporting potentially hazardous occurrences 4.10 Describe how and when documentation or labelling needs to be completed Page 25 of 42

26 COMMUNICATE USING CUSTOMER SERVICE LANGUAGE PIABC Unit No:MST204 Guided Learning Hours: 30 Qualification Accreditation No: F/601/1609 Unit Credits: 4 Unit Level: 1 Learning Outcomes and Assessment Criteria Learning Outcome 1. Identify customers and their characteristics and expectations 2. Identify their organisation s services and products 3. Know how to communicate using customer service language 1.1 Recognise typical customers and their expectations 1.2 Discuss customer expectations with colleagues using recognised customer service language 1.3 Follow procedures through which they and their colleagues deliver effective customer service 2.1 Outline their organisation s services and products to customers 2.2 Greet customers politely and positively 2.3 List the information they need to deliver effective customer service and where that information can be found 3.1 Identify the differences between an internal customer and an external customer 3.2 List their organisations services or products 3.3 Describe the connection between customer expectations and customer satisfaction in customer service 3.4 Describe why organisation procedures are important to good customer service 3.5 Explain why teamwork is central to good customer service 3.6 Identify the service offer of their organisation 3.7 Identify the part they play in delivering customer service 3.8 Identify who are their customers 3.9 Describe the main characteristics of typical customers that they deal with 3.10 Identify what impresses their customers and what annoys their customers 3.11 Identify who s who and who does what to deliver customer service in their organisation 3.12 Describe the kinds of information they need to give good customer service to customers 3.13 Explain how to find information about their organisation s services or products 3.14 List typical customer service problems in their work and who should be told about them 3.15 Explain how the way they behave affects their customer s service experience Page 26 of 42

27 FOLLOW THE RULES TO DELIVER CUSTOMER SERVICE PIABC Unit No:MST205 Guided Learning Hours: 30 Qualification Accreditation No: L/601/1614 Unit Credits: 4 Unit Level: 2 Learning Outcomes and Assessment Criteria Learning Outcome 1. Follow their organisation s 1.1 Follow organisational practices and procedures that relate customer service practices and to their customer service work procedures 1.2 Recognise the limits of what they are allowed to do when delivering customer service 1.3 Refer to somebody in authority when they need to 1.4 Work in a way that protects the security of customers and their property 1.5 Work in a way that protects the security of information about customers 2. Know how to follow the rules to deliver customer service 2.1 Describe organisational practices and procedures that relate to their customer service work 2.2 Identify the limits of what they are allowed to do when delivering customer service 2.3 Explain when and how they should refer to somebody in authority about the rules for delivering customer service 2.4 Explain how they protect the security of customers and their property 2.5 Explain how they protect the security of information about customers 2.6 Describe their health and safety responsibilities as they relate to their customer service work 2.7 Explain their responsibilities to deliver customer service treating customers equally 2.8 Explain why it is important to respect customer and organisation confidentiality 2.9 List the main things they must do and not do in their job under legislation that affects their customer service work 2.10 List the main things that they must do and not do in their job under external regulations that affect their customer service work Page 27 of 42

28 GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION PIABC Unit No:MST206 Guided Learning Hours: 33 Qualification Accreditation No: L/601/0933 Unit Credits: 5 Unit Level: 2 Learning Outcomes and Assessment Criteria Learning Outcome 1. Establish rapport with customers 2. Respond appropriately to customers 3. Communicate information to customers 4. Understand how to give customers a positive impression of themselves and the organisation 1.1 Meet their organisation s standards of appearance and behaviour 1.2 Greet their customer respectfully and in a friendly manner 1.3 Communicate with their customer in a way that makes them feel valued and respected 1.4 Identify and confirm their customer s expectations 1.5 Treat their customer courteously and helpfully at all times 1.6 Keep their customer informed and reassured 1.7 Adapt their behaviour to respond to different customer behaviour 2.1 Respond promptly to a customer seeking help 2.2 Choose the most appropriate way to communicate with their customer 2.3 Check with their customer that they have fully understood their expectations 2.4 Respond promptly and positively to their customer s questions and comments 2.5 Allow their customer time to consider their response and give further explanation when appropriate 3.1 Quickly find information that will help their customer 3.2 Give their customer information they need about the services or products offered by their organisation 3.3 Recognise information that their customer might find complicated and check whether they fully understand 3.4 Explain clearly to their customers any reasons why their expectations cannot be met 4.1 Describe their organisation s standards for appearance and behaviour 4.2 Explain their organisation s guidelines for how to recognise what their customer wants and respond appropriately 4.3 Identify their organisation s rules and procedures regarding the methods of communication they use 4.4 Explain how to recognise when a customer is angry or confused 4.5 Identify their organisation s standards for timeliness in responding to customer questions and requests for information Page 28 of 42

29 PROMOTE ADDITIONAL SERVICES OR PRODUCTS TO CUSTOMERS PIABC Unit No:MST207 Guided Learning Hours: 40 Qualification Accreditation No: D/601/0936 Unit Credits: 6 Unit Level: 2 Learning Outcomes and Assessment Criteria Learning Outcome 1. Identify additional services or products that are available 2. Inform customers about additional services or products 3. Gain customer commitment to using additional services or products 4. Understand how to promote additional services or products to customers 1.1 Update and develop their knowledge of their organisation s services or products 1.2 Check with others when they are unsure about new service or product details 1.3 Identify appropriate services or products that may interest their customer 1.4 Spot opportunities for offering their customer additional services or products that will improve the customer experience 2.1 Choose the best time to inform their customer about additional services or products 2.2 Choose the best method of communication to introduce their customer to additional services or products 2.3 Give their customer accurate and sufficient information to enable them to make a decision about the additional services or products 2.4 Give their customer time to ask questions about the additional services or products 3.1 Close the conversation if the customer shows no interest 3.2 Give information to move the situation forward when their customer shows interest 3.3 Secure customer agreement and check customer understanding of the delivery of the service or product 3.4 Take action to ensure prompt delivery of the additional services or products to their customer 3.5 Refer their customer to others or to alternative sources of information if the additional services or products are not their responsibility 4.1 Describe the organisation s procedures and systems for encouraging the use of additional services or products 4.2 Explain how additional services or products will benefit their customers 4.3 Explain how their customer s use of additional services or products will benefit their organisation 4.4 Identify the main factors that influence customers to use their services or products 4.5 Explain how to introduce additional services or products to customers outlining their benefits, overcoming reservations and agreeing to provide the additional services or products 4.6 State how to give appropriate, balanced information to customers about services or products Page 29 of 42