CONTRIBUTE TO GOOD HOUSEKEEPING

Transcription

1 UNIT 1 CONTRIBUTE TO GOOD HOUSEKEEPING This unit is about: The routine maintenance of the workplace, carrying out basic, non-specialist checks of hand tools and equipment, cleaning the work area and using resources economically. Performance evidence you will need to provide for this unit: You must: produce evidence to show you meet all of the performance objectives consistently. produce evidence to show that you possess all the knowledge required. produce performance evidence resulting from work that you carried out in your normal workplace which demonstrates that you cover all of the range of applications specified be observed, by a qualified assessor, carrying out work in: your normal workplace an approved realistic working environment, or a combination of both. produce performance evidence of contributing to good housekeeping when working on one or a combination of vehicle classifications i.e. either light vehicles, heavy vehicles, or motorcycles, mopeds and scooters. NOTE: Your evidence must include at least 3 instances of you cleaning the part of the work area for which you are responsible, and at least 3 instances of you checking all the types of tools and equipment specified, within your normal workplace. Your performance must cover the following applications or contexts: PORTFOLIO REFERECE NUMBER (PRN) a. Produce evidence of cleaning the part of the work area for which you are responsible on 3 separate occasions. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/031

2 UNIT 1 CONTRIBUTE TO GOOD HOUSEKEEPING Produce evidence of undertaking basic, routine checks of all of the following types of tools and equipment on 3 separate occasions: b. hand c. electrical d. mechanical e. pneumatic f. hydraulic. Your assessor must observe you cleaning the part of the work area for which you are responsible on at least 1 occasion and checking all the types of tools and equipment specified above on at least 1 occasion. In the box indicate the PRN of the observations (a) (b) (c) (d) (e) (f) Note: Evidence from simulated activities is not acceptable for this unit. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/032

3 UNIT 1 CONTRIBUTE TO GOOD HOUSEKEEPING Performance Objectives To be competent you must ensure that: a. you select and use tools and equipment when carrying out workplace cleaning and maintenance activities which are: of the right type and suitable for the task b. you use resources economically and for their intended purpose only, following manufacturers instructions and workplace procedures. c. you follow workplace policies, schedules and manufacturers' instructions when cleaning and maintaining hand tools and equipment d. you clean the work area(s), for which you are responsible, at the specified time and frequency. e. you carry out housekeeping activities safely and in a way which minimises inconvenience to customers and staff. f. you follow the manufacturer's instructions when using cleaning and sanitising agents. g. your housekeeping activities ensure that your work area is clean and free from debris and waste materials. h. your maintenance activities ensure that your hand tools and equipment are fit for purpose i. you dispose of used cleaning agents, materials and debris to comply with legal and workplace requirements j. you store your hand tools and equipment in a safe manner which permits ease of access and identification for use k. you wear suitable personal protective equipment throughout all housekeeping activities. l. you report any faulty or damaged tools and equipment to the relevant person(s) clearly and promptly. m. you report any anticipated delays in completion to the relevant person(s) promptly. Range of Applications None specified for this unit Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/033

4 UNIT 1 CONTRIBUTE TO GOOD HOUSEKEEPING Knowledge evidence required for this unit: You will need to know how to: I. select and use the hand tools and equipment needed for cleaning and basic hand tool maintenance activities. ii. use resources economically ii use work area cleaning materials and agents iv v vi vii viii clean and maintain the equipment and work areas for which you are responsible. dispose of unused cleaning agents, materials and debris. store hand tools safely and accessibly. report faulty or damaged tools and equipment. work safely when cleaning and maintaining tools and equipment. Remainder of knowledge evidence You will need to understand iii. the scope of your job responsibilities for the use and maintenance of hand tools, equipment and your work area. iv. workplace policies and schedules for the work area cleaning and the maintenance of hand tools and equipment v. the manufacturer s requirements for the cleaning and general, non-specialist maintenance of the tools and equipment for which you are responsible. vi. the properties and hazards associated with the use of cleaning agents and materials. vii. the regulations and information sources applicable to workshop cleaning and maintenance activities for which you are responsible viii. the importance of wearing personal protective equipment ix. the importance of reporting faults quickly to the relevant person. x. the importance of using resources economically and for their intended purpose only. xi. the importance of reporting anticipated delays to the relevant person(s) promptly. PRN PRN Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/034

5 UNIT 1 CONTRIBUTE TO GOOD HOUSEKEEPING OBSERVATION CHECKLIST The candidate has been observed carrying out the following activity: Contributing to good housekeeping Venue: The candidate has been observed: Yes Comments a. Selecting and using suitable tools and equipment of the right type for the task when carrying out workplace cleaning and maintenance activities b. Using resources economically and for their intended purpose only, following manufacturers instructions and workplace procedures. c. Following workplace policies, schedules and manufacturers' instructions when cleaning and maintaining hand tools and equipment d. Cleaning work area(s), candidate is responsible for, at the specified time and frequency. e. Carrying out housekeeping activities safely and in a way that minimises inconvenience to customers and staff. f. Following the manufacturer's instructions when using cleaning and sanitising agents. g. Undertaking housekeeping activities that ensured that the work area was clean and free from debris and waste materials. h. Undertaking maintenance activities that ensured hand tools and equipment were fit for purpose i. Disposing of used cleaning agents, materials and debris to comply with legal and workplace requirements j you store your hand tools and equipment in a safe manner which permits ease of access and identification for use k you wear suitable personal protective equipment throughout all housekeeping activities. l you report any faulty or damaged tools and equipment to the relevant person(s) clearly and promptly. m you report any anticipated delays in completion to the relevant person(s) promptly. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/035

6 UNIT 1 CONTRIBUTE TO GOOD HOUSEKEEPING Candidate name..candidate Signature....Date Assessor name...assessor Signature...Date Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/036

7 UNIT 1 CONTRIBUTE TO GOOD HOUSEKEEPING KEY WORDS AND PHRASES The following definitions and illustrations apply to this unit: Products and Services: Examples include parts, accessories, consumables and related support or add on services which may be available. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/037

8 UNIT 2 ENSURE YOUR OWN ACTIONS REDUCE RISKS TO HEALTH AND SAFETY This unit has been imported from a suite of units created by the Employment NTO. Fundamental to this unit is an understanding of the terms hazard and risk. They have been defined below and it is very important that they are understood before undertaking the unit. This unit is about: the health and safety duties for everyone in the workplace. It describes the competencies required to ensure that: - your own actions do not create any health and safety risks - you do not ignore significant risks in your workplace - you take sensible action to put things right, including reporting situations which pose a danger to people in the workplace and seeking advice. The use of air bags in an increasing number of vehicles and the potential for explosion of replacement air bags is a hazard that should be particularly noted by those in parts and workshop environments. Performance evidence you will need to provide for this unit: You must: produce evidence to show you meet all of the performance objectives consistently. produce evidence to show that you possess all the knowledge required. produce evidence that demonstrates that you cover all of the range of applications specified. be observed, by a qualified assessor, carrying out work in your normal workplace. Collect all your evidence from your normal workplace Because of the nature of this unit and the associated health and safety dangers, candidates may provide some of their evidence from simulated activities Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/031

9 UNIT 2 ENSURE YOUR OWN ACTIONS REDUCE RISKS TO HEALTH AND SAFETY NOTE: SPECIFIC PERFORMANCE EVIDENCE Evidence must be provided to demonstrate competence in identifying hazards with reference to working activities or aspects of the workplace and acting upon your decisions as to whether the hazard presents a high or low risk You must: Identify risks which may result from at least 2 of the items listed below: PORTFOLIO REFERECE NUMBER (PRN) the use and maintenance of machinery or equipment the use of materials or substances Working practices which do not conform to laid down policies unsafe behaviour accidental breakages and spillages environmental factors. Produce evidence of following at least 4 of the workplace policies listed below: the use of safe working methods and equipment the safe use of hazardous substances Smoking, eating, drinking and drugs what to do in the event of an emergency personal presentation. Your assessor must observe following workplace policies on at least 2 occasions. In the box indicate the PRN of the observations Note: Evidence from simulated activities is not acceptable for this unit. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/032

10 UNIT 2 ENSURE YOUR OWN ACTIONS REDUCE RISKS TO HEALTH AND SAFETY Performance Objectives To be competent you must ensure that: a. you name correctly and locate the persons responsible for health and safety in the workplace. b. you identify which workplace policies are relevant to your working practices. c. you identify those working practices in any part of your job role which could harm yourself or other persons. d. you identify those aspects of the workplace which could harm yourself or other persons. e. you evaluate which of the potentially harmful working practices and the potentially harmful aspects of the workplace are those with the highest risk to you or to others. f. you report those hazards which present a high risk to the persons responsible for health and safety in the workplace. g. you deal with hazards with low risks in accordance with workplace policies and legal requirements. h. you carry out your working practices in accordance with legal requirements. i. you follow the most recent workplace policies for your job role. j. you rectify those health and safety risks within your capability and the scope of your job responsibilities. k. you pass on any suggestions for reducing risks to health and safety within your job role to the person(s) responsible l. your personal conduct in the workplace does not endanger the health and safety of yourself or other persons. m. you follow the workplace policies and suppliers' or manufacturers instructions for the safe use of equipment, materials and products. n. you report any differences between workplace policies and suppliers' or manufacturers' instructions as appropriate o. your personal presentation at work: ensures the health & safety of yourself and others, meets any legal duties & is in accordance with workplace policies. Range of Applications None specified for this unit Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/033

11 UNIT 2 ENSURE YOUR OWN ACTIONS REDUCE RISKS TO HEALTH AND SAFETY Knowledge evidence required for this unit: To ensure that your own actions reduce risks to health and safety you should know and understand the following aspects of health and safety legislation: i your legal duties for health and safety in the workplace as required by the Health and Safety at Work Act ii your duties for health and safety as defined by any specific legislation covering your job role PRN Remainder of knowledge evidence: You will need to understand iii. what hazards may exist in your workplace iv. the particular health and safety risks which may be present in your own job role and the precautions you must take. v. the importance of remaining alert to the presence of hazards in the whole work place. vi. the importance of dealing with or promptly reporting risks. vii. the requirements and guidance on the precautions. viii. agreed workplace policies relating to controlling risks to health and safety. ix. responsibilities for health and safety in your job description. x. the responsible persons to whom to report health and safety matters xi. the specific workplace policies covering your job role. xii suppliers and manufacturers instructions for the safe use of equipment, materials and products. xiii safe working practices for your own job role xiv the importance of personal presentation in maintaining health and safety in the workplace xiv the importance of personal conduct in maintaining the health and safety of yourself and others. xv your scope and responsibility for rectifying risks xvi workplace procedures for handling risks which you are unable to deal with PRN Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/034

12 UNIT 2 ENSURE YOUR OWN ACTIONS REDUCE RISKS TO HEALTH AND SAFETY OBSERVATION CHECKLIST The candidate has been observed carrying out the following activity: Venue: The candidate has been observed: Yes Comments a Naming correctly and locating the persons a responsible for health and safety in the workplace b Identifying which workplace policies are relevant to the working practices b c d e f g h Identifying those working practices in any part of the job role which could harm themselves or other persons Identifying those aspects of the workplace which could harm themselves or other persons Evaluating which of the potentially harmful working practices and the potentially harmful aspects of the workplace are those with the highest risk to themselves or to others Reporting those hazards which present a high risk to the persons responsible for health and safety in the workplace Dealing with hazards with low risks in accordance with workplace policies and legal requirements Carrying out their working practices in accordance with legal requirements c d e f g h Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/035

13 UNIT 2 ENSURE YOUR OWN ACTIONS REDUCE RISKS TO HEALTH AND SAFETY i j Following the most recent workplace policies for their job role Rectifying those health and safety risks within their capability and the scope of their job responsibilities. i j k l m n o Passing on any suggestions for reducing risks to health and safety within their job role to the person(s) responsible. Ensuring that personal conduct in the workplace does not endanger the health and safety of themselves or other persons. Following the workplace policies and suppliers' or manufacturers instructions for the safe use of equipment, materials and products. Reporting any differences between workplace policies and suppliers' or manufacturers' instructions as appropriate That their personal presentation at work: ensures the health and safety of themselves and others meets any legal duties is in accordance with workplace policies k l m n a Candidate name..candidate Signature....Date Assessor name...assessor Signature...Date Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/036

14 UNIT 2 ENSURE YOUR OWN ACTIONS REDUCE RISKS TO HEALTH AND SAFETY KEY WORDS AND PHRASES The following definitions and illustrations apply to this unit: Products and Services: Examples include parts, accessories, consumables and related support or add on services which may be available. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/037

15 UNIT 3 MAINTAIN POSITIVE WORKING RELATIONS This unit is about: This unit is about maintaining good working relationships with all colleagues in the working environment by using effective communication and support skills. Performance evidence you will need to provide for this unit: You must: Produce evidence to show that you meet all of the performance objectives consistently Produce evidence that you posses all the knowledge required Produce evidence which demonstrates that you cover ALL the range of applications specified Be observed, by a qualified assessor, carrying out work in you normal place of work Collect ALL of your evidence from your normal place of work You must: Produce evidence to show that you have maintained positive working relationships on 4 occasions comprising of at least 2 occasions in a one to one situation and 2 occasions in a team situation Your evidence must include at least 4 instances of you maintaining positive working relationships within your normal workplace. Your performance must cover the following applications or contexts: PORTFOLIO REFERECE NUMBER (PRN) 2 occasions in a one to one situation 2 occasions in a team situation. Your assessor must observe you maintaining positive working relationships on at least 2 occasions, including at least once for each of the situations specified above. In the box indicate the PRN of the observations Your evidence you maintaining positive working relationships must be sourced from within your normal workplace. Note: Evidence from simulated activities is not acceptable for this unit. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/031

16 UNIT 3 MAINTAIN POSITIVE WORKING RELATIONS Performance Objectives To be competent you must ensure that: a. you contribute actively to team working by initiating ideas and co-operating with colleagues. b. you respond promptly and willingly to requests for assistance which fall within the limits of your own job responsibilities and capabilities. c. where requests fall outside your responsibility and capability, you refer colleagues to the relevant person(s). d. you give colleagues sufficient, accurate information and support to meet their work needs. e. you make requests for assistance clearly and courteously. f. you use methods of communication which meet the needs of colleagues. g. you treat colleagues in a way which shows respect for their views and opinions and promotes goodwill. h. you make undertakings which are achievable within existing commitments. i. you honour undertakings made to colleagues within the agreed timescale. RANGE OF APPLICATIONS None specified for this unit Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/032

17 UNIT 3 MAINTAIN POSITIVE WORKING RELATIONS Knowledge evidence required for this unit: You will need to know how to: i ii ii to use suitable and effective spoken communication skills when responding to and interacting with others. to adapt written and spoken communication methods to satisfy the needs of colleagues. to report problems using written and spoken methods of communication. PRN Remainder of knowledge evidence You will need to understand iii. the importance of developing positive working relationships with colleagues the effect on morale, productivity, & company image. iv. the importance of accepting other peoples views and opinions. v. the importance of making and honouring realistic commitments to colleagues. vi. lines of communication within your workplace vii. your own and your colleague s job role and limits of responsibility for giving advice and support. viii. the operational constraints which may affect interaction with colleagues. ix. the importance of personal conduct in maintaining the health and safety of others x. your scope and responsibility for rectifying risks xi. workplace procedures for handling risks which you are unable to deal with xii. the importance of developing positive working relationships with colleagues the effect on morale, productivity, & company image. PRN Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/033

18 UNIT 3 MAINTAIN POSITIVE WORKING RELATIONS OBSERVATION CHECKLIST The candidate has been observed Maintaining positive working relationships in: (delete as appropriate) in a one to one situation in a team situation Venue: The candidate has been observed: Yes Comments a. contributing actively to team working by initiating ideas and co-operation with colleagues b. responding promptly and willingly to requests for assistance, which fall within the limits of their own job responsibilities and capabilities c. where requests fall outside their responsibility and capability, the candidate referred to the relevant person(s) d. when necessary, giving colleagues sufficient, accurate information and support to meet their work needs e. making requests for assistance clearly and courteously f. using methods of communication, which meet the needs of colleagues g. treating colleagues in a way that shows respect for their views and opinions and promotes goodwill h. making undertakings, which are achievable within existing commitments Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/034

19 UNIT 3 MAINTAIN POSITIVE WORKING RELATIONS i. honouring undertakings made to colleagues within the agreed timescale j. informing colleagues of any problems or information likely to affect their own work promptly. k. using methods of communication, which meet the needs of colleagues l. treating colleagues in a way that shows respect for their views and opinions and promotes goodwill m. making undertakings, which are achievable within existing commitments n. honouring undertakings made to colleagues within the agreed timescale o. informing colleagues of any problems or information likely to affect their own work promptly. Candidate name..candidate Signature....Date Assessor name...assessor Signature...Date Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/035

20 UNIT 3 MAINTAIN POSITIVE WORKING RELATIONS KEY WORDS AND PHRASES The following definitions and illustrations apply to this unit: Products and Services: Examples include parts, accessories, consumables and related support or add on services which may be available. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/036

21 UNIT 37 This unit is about: GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION Communicating with customers and giving a positive impression of yourself whenever you deal with a customer. By doing this you will also be giving a positive impression of your organisation and the customer service it provides. Performance evidence you will need to provide for this unit: You must: Produce evidence to show that you meet all of the performance objectives consistently. Produce evidence to show that you possess all the knowledge required. Produce evidence, which demonstrates that you cover all of the range of applications specified. Be observed, by a qualified assessor, carrying out work in your normal workplace. Collect all your evidence from your normal workplace. NOTE: Prove that you have worked to give customers a positive impression of yourself and your organisation. Produce evidence that you have done this over a period of time with different customers on difference occasions Produce performance evidence that shows you have covered all the range of applications specified. Your performance must cover the following applications or contexts: PORTFOLIO REFERECE NUMBER (PRN) 1. Customers are those: a. who have different needs and expectations b. who appear angry c. who may be confused 2. Performance must be demonstrated in: a. very busy periods b. quiet periods c. periods when you are working under pressure Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/031

22 UNIT 37 GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION 3. Communication must show: a. appropriate spoken or written language b. application of the rules and procedures suitable for the method of communication chosen Your assessor must observe you giving a positive impression of yourself and your organisation to different customers on at least 3 different occasions. These observations must cover at least tow situations from each of the range of applications. In the box indicate the PRN of the observations Note: Evidence from simulated activities is not acceptable for this unit. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/032

23 UNIT 37 GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION Performance Objectives To be competent you must ensure that: a. you meet your organisation s standards for appearance and behaviour. b. you greet your customers in a way that is appropriate to their needs. c. you communicate with your customers in a way that makes them feel valued and respected. d. you identify and confirm the needs and expectations of your customers. e. you treat your customers courteously and helpfully even when you are working under pressure. f. you maintain communication with your customers to ensure that they are kept informed and reassured. g. you adapt your behaviour to respond effectively to different customer behaviour. To be competent you must ensure that: h. you respond appropriately to customers who indicate that they need or want your attention. i. you select an appropriate way of communication with your customers to suit they individual needs. j. you respond promptly and positively to your customers questions and comments. k. you allow your customers time to consider your response and give further explanation when appropriate. l. you check with your customers that you have fully understood their needs and expectations. Performance Objectives - Communicate information to customers To be competent you must ensure that: m. you quickly locate information that will help your customers. n. you give your customers the information they need about the products or services offered by your organisation. o. you recognise information that your customers might find complicated and check whether they fully understand. p. you explain clearly to your customer any reasons why their needs or expectations cannot be met. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/033

24 UNIT 37 GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION Range of Applications Performance in this unit relates to the following applications or contexts: 1. Customers are those: who have different needs and expectations who appear angry who any be confused. 2. Performance must be demonstrated in: very busy periods quiet periods periods when you are working under pressure. 3. Communication must show: appropriate spoken or written language application of the rules and procedures suitable for the method of communication chosen. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/034

25 UNIT 37 GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION Knowledge evidence required for this unit: You will need to know how to: I. communicate in a clear, polite, confident way and understand why this is important. ii. recognise when a customer is angry and/or confused. Remainder of knowledge evidence You will need to understand iii. what your customers rights are and how these rights limit what you are able to do for your customer. iv. the specific aspects of: health and safety data protection equal opportunities disability discrimination legislation and regulations that affect the way the products or services you deal with can be delivered to your customers. v. industry, organisational and professional codes of practice and ethical standards that affect the way the products or services you deal with can be delivered to your customers. vi. any contractual agreements that your customers have with your organisation. vii. the products or services of your organisation relevant to your customer service role. viii. they guidelines laid down by your organisation that limit what you can do within your job. ix. the limits of your own authority and when you need to seek agreement with or permission from others. x. any organisational targets relevant to your job, your role in meeting them and the implications for your organisation if those targets are not met. xi. your organisation s standards for appearance and behaviour. xii. your organisation s guidelines for recognising customers needs and expectations and responding positively to them. xiii. the rules and procedures regarding the methods of communications you use. PRN PRN Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/035

26 UNIT 37 GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION OBSERVATION CHECKLIST The candidate has been observed giving customers a positive impression of yourself and your organisation Venue: The candidate has been observed: Yes Comments a. meeting organisation s standards for appearance and behaviour. b. greeting customers in a way that is appropriate to their needs. c. communicating with customers in a way that makes them feel valued and respected. d. identifying and confirming the needs and expectations of customers. e. treating customers courteously and helpfully even when working under pressure. f. maintaining communication with customers to ensure that they are kept informed and reassured. g. adapting behaviour to respond effectively to different customer behaviour. h. responding appropriately to customers who indicate that they need or want attention. i. selecting an appropriate way of communication with customers to suit their individual needs. j. responding promptly and positively to customers questions and comments. k. allowing customers time to consider response and give further explanation when appropriate. l. checking with customers that you have fully understood their needs and expectations. m. quickly locating information that will help your customers. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/036

27 UNIT 37 GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION n. giving customers the information they need about the products or services offered by the organisation. o. recognising information that customers might find complicated and check whether they fully understand. p. explaining clearly to customer any reasons why their needs or expectations cannot be met. Candidate name..candidate Signature....Date Assessor name...assessor Signature...Date Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/037

28 UNIT 37 GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION KEY WORDS AND PHRASES The following definitions and illustrations apply to this unit: Products and Services: Examples include parts, accessories, consumables and related support or add on services which may be available. Unit 37 Give Customers a Positive Impression of Yourself and Your Organisation - 05/02/038

29 UNIT 38 HELP TO KEEP THE WORKPLACE SECURE This unit is about: How you contribute to keeping your workplace secure form potential theft and security threats. Performance evidence you will need to provide for this unit: You must: Produce evidence to show that you meet all of the performance objectives consistently. Produce evidence to show that you possess all the knowledge required. Produce evidence, which demonstrates that you cover all of the range of applications specified. Be observed, by a qualified assessor, carrying out work in your normal workplace. Collect all your evidence from your normal workplace. NOTE: Produce evidence of dealing with security threats on at least 3 occasions. Each occasion must relate to a different security threat as specified in the range. You must report the threats to at least 1 of the people specified in the range and include both verbal and written reports. Produce evidence of you following procedures for protection people, stock and premises on at least 3 separate occasions. Your performance must cover the following applications or contexts: PORTFOLIO REFERECE NUMBER (PRN) 1. Security threats are: a. people in locations they are not authorised to be in. b. violent and abusive behaviour c. unattended items d. theft 2. Action is to: a. report to a relevant person b. implement emergency procedures c. make enquiries about unattended items 3. Relevant person is: a. line manager b. security staff c. police Unit 38 Help to Keep the Workplace Secure - 05/02/03 1

30 UNIT 38 HELP TO KEEP THE WORKPLACE SECURE 4. Stock which is: a. on display b. being moved c. in storage 5. Reports are: a. verbal b. written Your assessor must observe you following security procedures on at least 2 occasions In the box indicate the PRN of the observations Note: Because of the nature of this unit, candidates may provide some of their evidence from simulated activities. Performance Objectives To be competent you must ensure that: a. you take notice of the way people behave and identify potential security threats accurately. b. you identify security threats accurately and take action that is most likely to reduce the risk and protect people, premises and stock. c. you report risks to security to a relevant person promptly. d. you keep to approved procedures for protecting people, premises and stock. e. you note where stock may have been stolen and report the theft to the relevant person. f. you make sure your reports of incidents are accurate. g. you act within the boundaries of the law when dealing with suspected thieves. Unit 38 Help to Keep the Workplace Secure - 05/02/03 2

31 UNIT 38 HELP TO KEEP THE WORKPLACE SECURE Range of Applications Performance in this unit relates to the following applications or contexts: 1. Security threats are: people in locations they are not authorised to be in. violent and abusive behaviour unattended items theft 2. action is to: report to a relevant person implement emergency procedures make enquiries about unattended items. 3. Relevant person is: line manager security staff police 4 Stock which is: on display being moved in storage areas 5. Report are: verbal written 6. Report are: verbal written Unit 38 Help to Keep the Workplace Secure - 05/02/03 3

32 UNIT 38 HELP TO KEEP THE WORKPLACE SECURE Knowledge evidence required for this unit: You will need to know how to: I. identify suspicious behaviour and note potential theft. Remainder of knowledge evidence You will need to understand ii. when and by whom people might be physically attacked. iii. how and when stock could be stolen or deliberately damaged. iv. how and when cash could be stolen v. the definition of suspicious behaviour. vi. what the procedures are for keeping stock, premises and cash secure. vii. who to report security risks to. viii. who to ask for help. ix. what actions you can safely and legally take to prevent or stop violent behaviour. x. who to tell about your suspicions. xi. what action to take if you see someone stealing. xii. what the laws are relating to dealing with theft. PRN PRN Unit 38 Help to Keep the Workplace Secure - 05/02/03 4

33 UNIT 38 HELP TO KEEP THE WORKPLACE SECURE OBSERVATION CHECKLIST The candidate has been observed helping to keep the workplace secure. Venue: The candidate has been observed: Yes Comments a. taking notice of the way people behave and identify potential security threats accurately. b. identifying security threats accurately and take action that is most likely to reduce the risk and protect people, premises and stock. c. reporting risks to security to a relevant person promptly. d. keeping to approved procedures for protecting people, premises and stock. e. noting where stock may have been stolen and report the theft to the relevant person. f. making sure reports of incidents are accurate. g. acting within the boundaries of the law when dealing with suspected thieves. Candidate name..candidate Signature....Date Assessor name...assessor Signature...Date Unit 38 Help to Keep the Workplace Secure - 05/02/03 5

34 UNIT 38 HELP TO KEEP THE WORKPLACE SECURE KEY WORDS AND PHRASES The following definitions and illustrations apply to this unit: Relevant Person: Examples include a more senior member of staff, your line manager and security staff. Unit 38 Help to Keep the Workplace Secure - 05/02/03 6

35 UNIT 39: CONTRIBUTE TO A SECURE WORKPLACE This unit is about: Keeping the parts operation secure by being alert to security risks and following procedures for dealing with and reporting security risks. Performance evidence you will need to provide for this unit: You must: Produce evidence to show that you meet all of the performance objectives consistently. Produce evidence to show that you possess all the knowledge required. Produce evidence which demonstrates that you cover all of the range of applications specified, Be observed, by a qualified assessor, carrying out work in your normal workplace. Collect all your evidence from your normal workplace. NOTE: Your evidence must include identifying and reporting security risks on at least 3 occasions. Each occasion must relate to a different security risk as specified in the range. You must report the risks to at least 1 of the people specified in the range and include both verbal and written reports Your performance must cover the following applications or context: 1. Security risks are: PORTFOLIO REFERECE NUMBER (PRN) a. people in locations they are not authorised to be in b. violent and abusive behaviour c. handling of goods and materials d. handling and placing of items e. unattended items f. theft 2. Relevant person is: a. manager b. security staff c. police Unit 39 Contribute to a secure workplace - 05/02/03 1

36 UNIT 39: CONTRIBUTE TO A SECURE WORKPLACE 3. Stock which is: a. on display b. being moved c. in storage areas 4. Action is to: a. report to an appropriate authority b. implement emergency procedures c. make enquiries about unattended items 5. Reports are: a. verbal b. written Your assessor must observe you following security procedures on at least 2 occasions In the box indicate the PRN of the observations Note: Because of the nature of this unit, candidates may provide some of their evidence from simulated activities. Performance Objectives To be competent you must ensure that: a. you check how people are behaving and notice when their behaviour is a security risk. b. you notice when unlocked or unattended areas or items pose a security risk. c. you tell the relevant person about the security risk promptly. To be competent you must ensure that d. you follow procedures for securing premises, stock and cash e. you follow procedures for dealing with violent behaviour. f. you note where theft may have occurred and report it to the relevant person. g. you notice security risks and take action to minimise risk and maximise protection. h. you make sure your reports of incidents are accurate and clear. i. you act within the boundaries of the law when dealing with suspected thieves. Unit 39 Contribute to a secure workplace - 05/02/03 2

37 UNIT 39: CONTRIBUTE TO A SECURE WORKPLACE Range of Applications Performance in this unit relates to the following applications or context: 1. Security risks are: people in locations they are not authorised to be in violent and abusive behaviour handling of goods and materials handling and placing of items unattended items theft 2. Relevant person is: manager security staff police Range of Applications - Continued Performance in this unit relates to the following applications or context: 3. Stock which is: on display being moved in storage areas 4. Action is to: report to an appropriate authority implement emergency procedures make enquiries about unattended items Unit 39 Contribute to a secure workplace - 05/02/03 3

38 UNIT 39: CONTRIBUTE TO A SECURE WORKPLACE Knowledge evidence required for this unit: You will need to know how to: I prevent or stop violent behaviour safely and legally. Remainder of knowledge evidence You will need to understand ii when and by whom people might be physically attacked iii how and when stock could be stolen or deliberately damaged. iv how and when cash could be stolen. v what the procedures are for keeping stock, premises and cash secure. vi who to report security risks to. vii who to ask for help viii who to tell about your suspicions ix what to do if you see someone stealing. PRN PRN Unit 39 Contribute to a secure workplace - 05/02/03 4

39 UNIT 39: CONTRIBUTE TO A SECURE WORKPLACE OBSERVATION CHECKLIST The candidate has been observed contributing to a secure workplace. Venue: The candidate has been observed: Yes Comments a. checked people behaving and noticed when their behaviour was a security risk. b. noticed when unlocked or unattended areas or items posed a security risk. c. told the relevant person about the security risk promptly. d. followed procedures for securing premises, stock and cash e. followed procedures for dealing with violent behaviour. f. noted where theft may have occurred and reported it to the relevant person. g. noticed security risks and took action to minimise risk and maximise protection. h. made sure reports of incidents were accurate and clear. i. acted within the boundaries of the law when dealing with suspected thieves. Candidate name..candidate Signature....Date Assessor name...assessor Signature...Date Unit 39 Contribute to a secure workplace - 05/02/03 5

40 UNIT 39: CONTRIBUTE TO A SECURE WORKPLACE KEY WORDS AND PHRASES The following definitions and illustrations apply to this unit: Relevant Person: Examples include a more senior member of staff, your line manger and security staff. Unit 39 Contribute to a secure workplace - 05/02/03 6

41 UNIT 41: This unit is about: PICK VEHICLE PARTS AND ASSEMBLE ORDERS FOR DESPATCH Picking vehicle parts, packing and assembling orders for individual customers. Completion of the relevant despatch documentation is also involved. Performance evidence you will need to provide for this unit: You must: Produce evidence to show that you meet all of the performance objectives consistently. Produce evidence to show that you possess all the knowledge required. Produce evidence, which demonstrates that you cover all of the range of applications specified. Be observed, by a qualified assessor, carrying out work in your normal workplace. Collect all your evidence from your normal workplace. NOTE: You must produce evidence of picking vehicle parts, packing and assembling orders on at least 3 separate occasions. These orders must cover: mixed items, on at least 2 occasions single items, on at least 1 occasion. Your performance must cover the following applications or contexts: 1. Orders a. single items b. mixed items PORTFOLIO REFERECE NUMBER (PRN) Your assessor must observe you picking vehicle parts, packing and assembling orders on at least 2 separate occasions. These orders must cover: mixed items, on at least 1 occasion single items, on at least 1 occasion In the box indicate the PRN of the observations Note: Evidence from simulated activities is not acceptable for this unit. Unit 41 Pick Vehicle Parts and Assemble Orders for Despatch - 05/02/03 1

42 UNIT 41: PICK VEHICLE PARTS AND ASSEMBLE ORDERS FOR DESPATCH Performance Objectives To be competent you must ensure that: a. you wear suitable personal protective equipment when picking and assembling orders. b. you identify and remove only the required items from stock. c. you assemble and pack parts orders securely in a way suitable for the particular part(s) and to minimise the risk of damage in transit. d. you despatch only those parts that are in a visibly saleable condition e. you label all orders clearly and accurately. f. you place all orders for delivery in the correct location for despatch. g. you report any problems with picking and assembling orders to the relevant person promptly. h. you complete all necessary order and despatch documentation accurately, legibly and forward it to the relevant person promptly. Range of Applications Performance in this unit relates to the following applications or contexts: 1. Orders: single items mixed items Unit 41 Pick Vehicle Parts and Assemble Orders for Despatch - 05/02/03 2

43 UNIT 41: PICK VEHICLE PARTS AND ASSEMBLE ORDERS FOR DESPATCH Knowledge evidence required for this unit: You will need to know how to: I. locate parts in your organisation s parts storage areas. ii. visually check parts for damage and discrepancies. iii. assemble and pack parts orders to minimise the risk of damage. iv. complete order despatch documentation. PRN Remainder of knowledge evidence: You will need to understand: v. the requirements for and the importance of, wearing personal protective equipment when picking and assembling orders. vi how the parts storage system in your organisation operates and where to locate parts. vii. how parts stock control information is updated. viii. what the customer s requirements are. ix. what information to include with an order. x. what order documentation to use, its purpose and its distribution. xi. the importance of speed, accuracy and consistency in the picking process to the business and its customers. xii. the importance of visually checking that all parts picked are in a saleable condition. xiii. the types of part or areas of parts particularly susceptible to damage. xiv. the types of packaging materials available and where they are used. PRN Unit 41 Pick Vehicle Parts and Assemble Orders for Despatch - 05/02/03 3

44 UNIT 41: PICK VEHICLE PARTS AND ASSEMBLE ORDERS FOR DESPATCH OBSERVATION CHECKLIST = The candidate has been observed: Yes Comments a. wearing suitable personal protective equipment when picking and assembling orders. b. identifying and removing only the required items from stock. c. assembling and packing parts orders securely in a way suitable for the particular part(s) and to minimise the risk of damage in transit. d. despatching only those parts that are in a visibly saleable condition e. labelling all orders clearly and accurately. The candidate has been observed picking vehicle parts and assembling orders for despatch. Venue: f. placing all orders for delivery in the correct location for despatch. g. reporting any problems with picking and assembling orders to the relevant person promptly. h. completing all necessary order and despatch documentation accurately, legibly and forward it to the relevant person promptly. Candidate name..candidate Signature....Date Assessor name...assessor Signature...Date Unit 41 Pick Vehicle Parts and Assemble Orders for Despatch - 05/02/03 4

45 UNIT 41: PICK VEHICLE PARTS AND ASSEMBLE ORDERS FOR DESPATCH KEY WORDS AND PHRASES The following definitions and illustrations apply to this unit: Despatch Documentation: May be generated by manual and/or computer based system Discrepancies: Examples include incorrect labelling, unit of issue or pack quality variances and incorrect location. Parts: These are vehicle parts, any accessories and consumables. Personal Protective Equipment: Examples include overalls, safety shoes, gloves, goggles and barrier cream. Relevant Person: Examples include your line manager and other senior colleagues. Unit 41 Pick Vehicle Parts and Assemble Orders for Despatch - 05/02/03 5

46 UNIT 42: LOAD PARTS This unit is about: loading customer orders for parts into small delivery vehicles without the use of specialist handling equipment. Performance evidence you will need to provide for this unit: You must: Produce evidence to show that you meet all of the performance objectives consistently. Produce evidence to show that you possess all the knowledge required. Produce evidence, which demonstrates that you cover all of the range of applications specified. Be observed, by a qualified assessor, carrying out work in your normal workplace. Collect all your evidence from your normal workplace. NOTE: You must produce evidence of loading delivery vehicles on at least 3 separate occasions. This evidence must cover: normal loads, on at least 2 occasions abnormal loads, on at least 1 occasion Your performance must cover the following applications or contexts: PORTFOLIO REFERECE NUMBER (PRN) 1. Loading covers: a. normal loads b. abnormal loads Your assessor must observe you loading delivery vehicles on at least 2 separate occasions. In the box indicate the PRN of the observations Note: Evidence from simulated activities is not acceptable for this unit. Unit 42 Load Parts - 05/02/03 1

47 UNIT 42: LOAD PARTS Performance Objectives To be competent you must ensure that: a. you wear suitable personal protective equipment throughout all loading activities. b. the type and quantity of parts loaded match those listed on your documentation. c. you load only those parts that are in a visibly saleable condition. d. you refer any discrepancies and or queries to the relevant person promptly. e. you load parts on to the correct vehicle: using safe handling techniques in away that prevents damage to goods in the specified sequence to meet weight distribution requirements. f. you carry out loading activities to comply with your organisation s security requirements at all times. g. you complete all loading activities in the time scale required. h. any documentation for which you are responsible is accurate, complete and passed to the relevant person promptly, Range of Applications Performance in this unit relates to the following applications or contexts: 1. loading covers: normal loads abnormal loads Unit 42 Load Parts - 05/02/03 2