ESSENTIAL SKILLS PROFILE WAREHOUSE SUPERVISOR/ SHIFT MANAGER

Transcription

1 ESSENTIAL SKILLS PROFILE WAREHOUSE SUPERVISOR/ SHIFT MANAGER

2 TABLE OF CONTENTS Essential Skills are the skills people need for work, learning and life. Human Resources and Skills Development Canada have identified nine essential skills that are the foundation to success in today s workplace. They provide the foundation for learning all other skills and enable Gaming employees to evolve in their jobs and adapt to workplace change. Without adequate levels of Essential Skills, employees productivity, training and career options in Gaming may be limited. Essential Skills are critical to the Gaming Industry. HIT THE JACKPOT BET ON A CAREER IN GAMING INTRODUCTION 1 READING TEXT 2 USE OF DOCUMENTS 3 WRITING 4 NUMERACY 5 ORAL COMMUNICATION 7 THINKING SKILLS 9 1. Problem Solving 9 2. Decision Making 9 3. Job Task Planning and Organizing 9 4. Significant Use of Memory Finding Information 10 WORKING WITH OTHERS 11 COMPUTER USE 12 CONTINUOUS LEARNING 13 OTHER INFORMATION 14 Physical Aspects 14 Attitudes 14 Future Trends Affecting Essential Skills 14 Notes 14 Canadian Gaming Centre of Excellence

3 WAREHOUSE SUPERVISOR INTRODUCTION The most important Essential Skills for Warehouse Supervisors are: Document Use Warehouse Supervisors oversee staff in the Loading and Delivery area, ensure reliable inventory control and documentation of goods arriving and leaving the Casino. Warehouse Supervisors are also known as: Warehouse Shift Managers Oral Communication Computer Use Canadian Gaming Centre of Excellence 1

4 WAREHOUSE SUPERVISOR - READING TEXT A. READING TEXT READING TEXT Tasks Typical Most Complex 2 2 read requests and memos from other departments. (2) read memos from manager about changes in procedures. (2) read Fire Safety manual and other safety procedures. (2) Refers to reading memos, schedules and procedure manuals. Reading Text is an Essential Skill that all Casino employees Read bulletin boards for memos, job openings, general announcements and training opportunities Read procedure manuals, maintenance manuals and MSD sheets Read casino entertainment and special event information to pass along to customers Reading Profile Type of Text Purpose for Reading To scan for specific information/ To locate information. To skim for overall meaning, to get the gist. To read the full text to understand or to learn. Forms >> >> >> Labels >> >> >> Notes, Letters, Memos Manuals, Specifications, Regulations Reports, Books, Journals > > >> >> >> >> To read the full text to critique or to evaluate. Canadian Gaming Centre of Excellence 2

5 WAREHOUSE SUPERVISOR - DOCUMENT USE B. USE OF DOCUMENTS DOCUMENT USE Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Document Use is an Essential Skill that all Casino employees Scan flow charts to learn sequencing of simple tasks and processes Complete forms, procedural checklists and end-of-day reports Identify WHMIS and other casino workplace symbols, icons and directional signs Tasks Typical Most Complex Document Use Profile >> read signs, labels or lists. prepare a daily schedule sheet. (1) write a supervisor s log recording observations about the staff during the day, incidents related to deliveries, or information for other supervisors. (2) oversee the shipping/receiving, and courier logs. (2) create and maintain attendance tracking spreadsheet and payroll spreadsheet in Excel. (2) maintain an individual employee files. (2) keep a binder of ed requests. (1) keep carbon copies in dispatch log (pad with tear-off, top copy) recording anything that arrives containing the signature of the addressee. (2) read and compare details on invoices and packing slips. (2) read receiving copies of standing purchase orders, determine whether the order is complete or not, and forward information to the addressee. (2) keep an updated inventory of stock. May use WIMS (Warehouse Inventory Management System) or inventories on a printed spreadsheet. (3) >> complete forms by marking check boxes, recording numerical information or entering words, phrases, sentences or texts of a paragraph or more. >> read completed forms containing check boxes, numerical entries, phrases, addresses, tables. For example, invoices and packing slips. >> schedules and other table-like text. For example, read work shift schedules, or schedule board. > create tables, schedules and other table-like text. For example, attendance spreadsheets. >> enter information on tables, schedules or other table-like text. For example, inventory spreadsheets. > read assembly drawings. For example, office furniture. > make sketches. For example, distribution of tables in a room. Canadian Gaming Centre of Excellence 3

6 WAREHOUSE SUPERVISOR - WRITING C. WRITING WRITING Refers to understanding documents that have a combination of words, numbers, symbols, colors and shapes together. Document Use is an Essential Skill that all Casino employees Tasks Typical Most Complex communicates with manager and co-workers by . (2) writes or forwards memos to the staff. (2) record changes (absences, lateness, shift switches) in payroll report. (1) write employee evaluations based on employee records and observation. (3) write incident reports on unusual occurrences. (2) maintains a daily log giving a summary of daily events. (2) write requests to other departments. For example, to Buildings and Grounds or to Computer Technical Services, including the reason for the request. (1) may write purchase orders and justify the need for new equipment for manager s approval. (2) may contribute to the writing and editing of policies and procedures. (3) Scan flow charts to learn sequencing of simple tasks and processes Complete forms, procedural checklists and end-of-day reports Identify WHMIS and other casino workplace symbols, icons and directional signs Writing Profile Length Texts requiring less than one paragraph of new text Purpose for Writing To organize/ To remember To keep a record/ To document To inform/ To request information To persuade/ To justify a request >> >> >> >> To present an analysis or comparison To present an evaluation or critique To entertain Texts rarely requiring more than one paragraph Longer texts >> >> Canadian Gaming Centre of Excellence 4

7 WAREHOUSE SUPERVISOR - NUMERACY D. NUMERACY NUMERACY Refers to using numbers and thinking in quantitative terms. (counting cash, calculating winnings) Numeracy is an Essential Skill that all Casino employees Calculate winnings according to placement of chips, betting odds and values assigned to chips Count cash in opening and closing balances and customer transactions Estimate time required to complete tasks Estimate crowd flow Measure, calculate and use ratios to mix cleaning solutions and compounds Tasks >> Money Math >> Scheduling or Budgeting/ Accounting Math >> Measurement and Calculation Math >> Data Analysis Math >> Numerical Estimation Math Skills Profile a. Mathematical Foundations Used do not handle cash. 3 maintain warehouse inventory and oversee warehouse counts. (3) 1-2 estimate the space needed to get packages through doorways or into office space. (1) measure space to calculate distribution of tables and chairs. (2) 2 may make use of some of the data analysis capacities of WIMS (Workplace Inventory Management System) particularly to track differences in inventory. (2) 1 estimate weight of out-going packages. (1) Number Concepts: Whole Numbers >> read and write, count, round off, add or subtract, multiply or divide whole numbers. For example, to compare and verify counts. Integers > read and write, count, round off, add or subtract, multiply or divide integers. For example, record issuing materials on inventory software are calculated as a minus. Rational Numbers - Decimals > read and write, round off, add or subtract decimals, multiply or divide by a decimal, multiply or divide decimals. For example, record dollar value of an order. Canadian Gaming Centre of Excellence 5

8 WAREHOUSE SUPERVISOR - NUMERACY (continued) Shape and Spatial Sense: Areas, Perimeters, Volumes >> calculate areas, calculate perimeters. For example, to determine how furniture will fit into a given space. See Use of Documents for information on: recognizing common angles. drawing, sketching or forming common forms and figures. Statistics and Probability: Summary Calculations > calculate averages, calculate rates other than percentage, calculate proportions or ratios. For example, may use the options offered by WIMS (Workplace Inventory Management System). See Use of Documents for information on: using tables, schedules or other table-like text. using graphical presentations. b. How Calculations Are Performed Warehouse Supervisors make calculations: > in their head. > using a calculator. > using a computer c. Measurement Instruments Used Warehouse Supervisors measure: >> time using a clock. >> distance or dimension using a measuring tape >> weight estimating or using a scale > angles using estimation > power using the power bar on the fork lift. They use: >> the metric measurement system. >> the Imperial measurement system. Canadian Gaming Centre of Excellence 6

9 WAREHOUSE SUPERVISOR - ORAL COMMUNICATION E. ORAL COMMUNICATION ORAL COMMUNICATION Refers to talking to exchange information. (explaining Gaming rules and Casino information to customers. Oral Communication is an Essential Skill that all Casino employees Educate customers about responsible gaming and ensuring anyone who is having difficulty gets the assistance that they need Explain casino information, services, gaming products and gaming rules to customers Ask questions to clarify job tasks and expectations Speak respectfully to customers and co-workers when dealing with complex issues or resolving conflicts Tasks Typical Most Complex Modes of Communication Used: Warehouse Supervisors communicate: >> in person > using the telephone. > may use two-way radios in the future. Environmental Factors Impacting Communication: None were mentioned. communicate distribution of tasks to staff and make changes to schedule as needed. (2) settle staff disputes.. (3) coach and advise staff on appropriate behaviour and procedures. (3) communicate with all departments to clarify requests or respond to questions.(2) participate in meetings with manager and staff. (2) Canadian Gaming Centre of Excellence 7

10 WAREHOUSE SUPERVISOR - ORAL COMMUNICATION (continued) Oral Communication Profile Purpose for Oral Communication Type To greet To take messages To provide/ receive information, explanation, direction To seek, obtain information To co ordinate work with that of others To reassure, comfort To discuss (exchange information, opinions) To persuade To facilitate, animate To instruct, instil understanding, knowledge To negotiate, resolve conflict To entertain Listening (little or no interaction) Speaking (little or no interaction) Interact with co-workers Interact with those you supervise or direct Interact with supervisor/ manager Interact with customers/ clients/ public Interact with suppliers, servicers Participate in group discussion Present information to a small group Present information to a large group >> >> >> >> >> >> > > >> >> >> >> >> >> >> > Canadian Gaming Centre of Excellence 8

11 WAREHOUSE SUPERVISOR - THINKING SKILLS F. THINKING SKILLS 1. Problem Solving THINKING SKILLS Refers to the process of evaluating ideas or information to reach a rational decision. Thinking Skills includes problem solving, decision making, job task planning and organizing, significant use of memory and finding information from text, people and computerized databases. Tasks Typical Most Complex 2. Decision Making Tasks Typical Most Complex track missing items by reviewing paper work, conducting searches, determining if it has been taken but not recorded. (2) find and deliver materials urgently needed. (3) make decisions about the deployment of staff considering who will be best for the job and who might enjoy doing it. (2) Thinking Skills are Essential Skills that all Casino employees Assess a situation and react appropriately Evaluate if currency seems suspicious Prioritize the order in which tasks are completed by considering deadlines and resources 3. Job Task Planning and Organizing 2 Description handle several tasks at a time and manage their time effectively. They prioritize deliveries based on which will affect people s work most, or on the importance and value of the delivery. For example, cash deliveries will be given loading space immediately. Canadian Gaming Centre of Excellence 9

12 WAREHOUSE SUPERVISOR - THINKING SKILLS (continued) 4. Significant Use of Memory remember requests that are last minute at moments when they cannot record them. remember when orders were placed/delivered and where the material ended up. 5. Finding Information 2-3 get most of their information from their own meticulous records of all the materials going through their hands. They are then able to follow the paper trail when questions arise. (2) may access computer manuals and while learning to use new programs. (3) from WHMIS (Warehouse Hazardous Materials Information System) and MSDS (Material Safety Data Sheets). (rarely) (2) Canadian Gaming Centre of Excellence 10

13 WAREHOUSE SUPERVISOR - WORKING WITH OTHERS G. WORKING WITH OTHERS Warehouse Supervisors are concerned with the deployment of their staff and with overseeing the maintenance of records in the delivery area. They are in constant contact with all departments, delivering mail and goods, or providing storage. Participation in Supervisory or Leadership Activities WORKING WITH OTHERS Refers to employees working together to carry out tasks. Working with Others is an Essential Skill that all Casino employees Co-operatively work with others to exceed casino service standards Coach and mentor new employees Make suggestions on improving teamwork and casino service (break schedules, shift times) Co-operatively work with others to repair casino equipment >> participate in formal discussions about work processes or product improvement. >> participate in formal discussions concerning the allocation of responsibilities within own group or appropriate goals for the work group or methods for achieving goals. >> have opportunities to make suggestions on improving work processes. >> monitor and evaluate the work performance of others. >> inform other workers or demonstrate to them how tasks are performed. >> orient new employees. > make hiring recommendations. >> assign routine tasks to other workers. >> assign new or unusual tasks to other workers. >> identify training that is required by, or would be useful for, other workers. >> deal with other workers complaints. Canadian Gaming Centre of Excellence 11

14 WAREHOUSE SUPERVISOR- COMPUTER USE H. COMPUTER USE COMPUTER USE Refers to the variety and complexity of computer use within the employees position. Computer Use is an Essential Skill that all Casino employees Enter data into various computerized tracking systems and databases Use to communicate with others Use document and spreadsheet software to prepare, edit, manipulate and analyze Information Manage department electronic files Use a variety of electronic devices and resolve basic technical difficulties 1-3 Computer Use Profile On one site, the warehousing inventory is computerized. This means that the supervisor s role in maintaining the inventory involves fairly complex use of computer skills. Computer Use may use Warehouse Inventory Management System (WIMS) to track inventories in on and off site warehouses. (3) use to receive and respond to requests and to circulate memos. (2) use word processing to write evaluations, incident reports, and messages. (2) create tables for specific department purposes using Excel. For example, attendance and payroll spreadsheets. (3) >> use word processing. For example, to write reports. > use a database. For example, (WIMS) Warehouse Inventory Management System. >> use a spreadsheet. For example, to do physical counts to verify inventory. > use statistical analysis software. For example, use the options provided by WIMS >> use communication software. For example, in Outlook. The symbols > and >> are explained in the Notes section. Canadian Gaming Centre of Excellence 12

15 WAREHOUSE SUPERVISOR - CONTINUOUS LEARNING I. CONTINUOUS LEARNING How the Learning Occurs CONTINUOUS LEARNING Refers to the ongoing process of acquiring new skills and knowledge and applying them in the workplace. Learning may be acquired: > by applying previous experience as a supervisor. >> as part of regular work activity. > from co-workers. >> through training offered in the workplace: computer training on Outlook, Word and Excel. Warehouse Inventory Management System (WIMS) training. Continuous Learning is an Essential Skill that all Casino employees Identify training opportunities that are available Learn about new casino equipment, products, services and procedures Identify and understand skill strengths and the areas where improvement is needed to become successful in other casino positions Use newly learned skills and knowledge to improve work Canadian Gaming Centre of Excellence 13

16 WAREHOUSE SUPERVISOR - OTHER INFORMATION J. OTHER INFORMATION In addition to collecting information for this Essential Skills Profile, our interviews with Warehouse Supervisors also asked about the following topics. Physical Aspects Attitudes Future Trends Affecting Essential Skills The Warehouse Supervisors interviewed mentioned these physical aspects of their jobs. stand, twist, turn and bend. They frequently do heavy lifting. drive a delivery vehicle or operate a forklift requiring motor skills. They also operate computers requiring manual dexterity. Warehouse Supervisors think of themselves as the face of the department and therefore are personable and approachable. They are patient and understanding with their staff but are also practical and organized. Warehouse Supervisors look forward to getting a computerized inventory, or, where this already exists, more training on various functions to make tracking more efficient. Notes Throughout this document, the following codes have been used: >>> indicates that most respondents use that skill >> indicates that some respondents use that skill > indicates that few respondents use that skill indicates that none of the respondents use that skill Canadian Gaming Centre of Excellence 14