tlia1707c - apply product knowledge to organise work operations - learner guide

TLIA1707C Apply product

knowledge to organise

work operations

Learner Guide

Contents

What this Learner’s Guide is about ........................................ 1 Planning your learning ........................................................... 2 How you will be assessed ...................................................... 5

Section 1............................................................................................. 7 How do you classify warehouse products? ............................ 7

Section 2........................................................................................... 21 How do you store products in your warehouse? .................. 21

Section 3........................................................................................... 27 How are products moved through the warehouse? ............. 27

Section 4........................................................................................... 37 Problem solving in the warehouse ....................................... 37

Additional resources....................................................................... 46

Feedback on activities .................................................................... 48

TLIA1707C Apply product knowledge to organise work operations

© Australian National Training Authority 2003 Page 1 Customised and developed by Armstrong’s Driver Education Pty Ltd May 2009 ADELG1068

What this Learner’s Guide is about

This Learner’s Guide is about product knowledge and involves the skills and knowledge to apply product. Knowledge to the organisation of work operations including: identifying and categorising projects, matching products to locations based on specified criteria and assisting individuals to solve stock identification and location problems.

Product knowledge is all about how you organise the classification, storage, identification and movement of products in your warehouse. This module will also help you to develop skills in communicating with your work team, and solving workplace problems.

The Elements of Competency from the unit TLIA1707C Apply product knowledge to organise work operations covered in this Learner’s Guide are listed below.

Identify and categorise products

Match products to locations based on specified criteria

Assist individuals to solve stock identification and location problems

Identify appropriate transport and handling requirements

Contribute to continuous improvement

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


Page 2 © Australian National Training Authority 2003 ADELG1068 Customised and developed by Armstrong’s Driver Education Pty Ltd May 2009

Planning your learning

It is important to plan your learning before you start because you may already have some of the knowledge and skills that are covered in this Learner’s Guide. This might be because:

• you have been working in the industry for some time, and/or

• you have already completed training in this area.

Together with your supervisor or trainer use the checklists on the following pages to help you plan your study program. Your answers to the questions in the checklist will help you work out which sections of this Learner’s Guide you need to complete.

This Learner’s Guide is written with the idea that learning is made more relevant when you, the learner, are actually working in the industry. This means that you will have people within the enterprise who can show you things, discuss how things are done and answer any questions you have. Also you can practise what you learn and see how what you learn is applied in the enterprise.

If you are working through this Learner’s Guide and have not yet found a job in the industry, you will need to talk to your trainer about doing work experience or working and learning in some sort of simulated workplace.



Section 1: How do you classify warehouse products?

Are you able to: Yes No

1. list twenty products stored in your warehouse?

2. explain how each product is classified?

3. describe and explain the kind of identification that is used with each of the products you have listed?

Section 2: How do you store products in your warehouse?


1. list five different ways in which products are stored?

2. explain the different storage requirements of different products?

3. explain what is meant by the words ‘pick’ and ‘range’?

Section 3: How are products moved through the warehouse?


1. list four ways products are moved within the warehouse?

2. describe the occupational health and safety regulations which apply to work in your warehouse?

3. list the documents that have to be filled in when goods are moved into and out of the warehouse?



Section 4: Problem solving in the warehouse


1. identify likely queries that team members may have about products in the warehouse?

2. list the problem solving techniques you could use in your warehouse section?

3. apply product knowledge and instructional techniques to assist team members with product inquiries?



How you will be assessed

Assessment of this Unit of Competency will include observation of real or simulated work processes using workplace procedures and questioning on underpinning knowledge and skills. It must be demonstrated in an actual or simulated work situation under supervision.

You will be required to:

• describe how goods are classified in your workhouse

• describe problem solving processes you use in the workplace

• identify and respond to problems arising in the workplace.



Section 1

How do you classify warehouse products?



Section outline

Areas covered in this section

What are your warehouse products?

How do you classify your products?

How do you identify your products?

How can you locate products in your warehouse?



What are your warehouse products?

In this section you have to consider the range of products in your warehouse. The range of products stored in your warehouse will determine the way your classification, location, storage and identification systems are set up.

When looking at the range of products stored in your warehouse you need to consider:

• size of products

• shape of products

• weight of products

• volume of products

• if products are dangerous

• high and low value items

• seasonality of sales

• frequency of pick – fast or slow moving items.



Activity 1: Products in your warehouse

Identify the main types of products stored and dispatched from your warehouse. List them below.

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Now think about some of the ways some products resemble other products – in size, for instance, or colour, or what they’re made from – wood, plastic, steel, etc.

What product characteristics influence how products are classified in your warehouse?

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



How do you classify your products?

Next you need to look carefully at how products in your warehouse are classified.

Products are classified so that:

• they are easier to find

• they are easier to store

• similar products can share similar conditions; for example, refrigerated goods can all be kept cold, dangerous goods can all be kept in a safe area.

How you classify your products will depend on what products you have and your storage system. Some common classifications include:

• size

• shape

• weight

• shelf life

• degree of danger

• when they will be sold (seasonality)

• expense; whether goods are cheap or expensive

• frequency of use; slow moving or fast moving items.



Activity 2: Classifying products

You work in a warehouse that stores and dispatches products for a major hardware chain-store. Some of the products include: • bagged cement • gardening implements • cleaning chemicals • nails, screws, bolts, etc. • crockery • cooking utensils • light bulbs • plastic washing buckets • bagged gravel • tools (hammers, screw drivers, etc.) • weed killer • small hooks for pictures, bathrobes, etc.

Describe how you might classify these things. Consider things such as: • how often they are used • how big they are • whether they break easily • if Occupational Health and Safety regulations apply to their

storage or use • whether they have a high turnover.

Discuss your suggested answers with your trainer, and add any extra suggestions they may have.




How do you identify your products?

Apart from being classified, goods have to be marked in a way that will identify them. This is important because:

• pickers need to be able to find products quickly and easily

• you need to be able to identify quickly how much of each product you have

• a good identification system will help you to keep accurate records.

Identification is very important with packaged goods. If goods are stored in packets or boxes you need some way of knowing what is inside the box or package.

Sometimes packages have labels. Sometimes they have other kinds of marking and identification, such as barcodes.

When labelling products, you should make sure that your labelling system is:

• as simple as possible

• easy to read and understand.



Activity 3: How do you identify products?

Describe the identification system currently used in your warehouse.

Does it use numbers or letters?

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Are items bar coded?

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Are items colour coded?

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Is the system easy to understand?

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Is it easy to learn?

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Discuss the following questions with your trainer and record your answers below.

Why is an identification system used in your warehouse?

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What do you think are the basic principles of good identification?

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What are some common identification systems?

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What problems could be caused by a poor identification system?

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Now think about the identification techniques used in your warehouse. Discuss the following questions with your trainer and record your answers below.

Is there something different or special about the kind of identification system used in your warehouse?

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In what way do you think the types of products stored in your warehouse affect the method of identification you use?

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Do you think this type of classification is effective?

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What are its good features?

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Are there any improvements you can suggest?

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How do you locate products in your warehouse?

It is important to know how to find the products which are stored in your warehouse.

Your stock location system

You need to have a systematic approach to locating products, so that ‘local knowledge’ is not the only way of finding things. A systematic approach to stock location will:

• cut down on distances travelled to pick orders and replenish stock

• allow workers to know the exact location of each bulk storage product

• improve the productivity and efficiency of the warehouse operation.

How should stock be located?

When allocating stock locations in your warehouse you should:

• allocate sequenced pick location numbers to every pick face and storage location

• separate fast and slow moving items

• have frequently picked materials closest to the dispatch docks

• group together products which are likely to be on the same delivery

• as much as possible group together items which are received together as this will help you in putting away

• store heavy or awkward items in accessible and suitable handling locations; the system should lock out certain products from certain areas

• separate items which are similar in appearance to reduce picking errors

• avoid grouping products with high turnover along narrow aisles.



How does your warehouse layout affect the location of stock?

The way your warehouse is layed out will influence your stock location system. If possible your warehouse layout should incorporate the following features:

• the separation of stock for:

− quarantine

− bulk or reserve stock

− picking stock

− damaged stock

− returned stock

• the separation of batches so that they can be ‘tracked’ if necessary.

Maps, signs and floor plans will also help pickers to find the goods they need quickly and efficiently.

How can you make sure that stock is rotated?

You can rotate your stock more efficiently if it is well located. Oldest stock will be used first if you:

• clearly label every pallet

• store different batches of a product in separate locations

• store all items by location number

• avoid mixed storage locations

• continually monitor shelf life.

Stock rotation can be made more difficult if you have:

• a lack of space

• storage locations which are too deep.



Activity 4: Showing where things are

In the space provided draw a simple map of your warehouse. Use a ‘key’ and indicate where products are stored. Your map will be simple and may look something like this:


Key A = aluminium B = building materials C = ceramics Ci = cisterns Ce = bagged cement G = guttering

Carpark

Offices



Section 2

How do you store products in your warehouse?



Section outline


How are products stored in your warehouse?



How are products stored in your warehouse?

Products are stored in many ways. Some, for instance, are stored in bins, on racks, stacked on pallets or in reserved floor space. Certain kinds of products – mainly foodstuffs – must be refrigerated or deep-‐frozen.

Then there are products that require constant observation. Again, these will include foodstuffs with use by dates. They will also include items such as plants which require feeding and watering.

Some chemical products have use by dates and so do medicines. There may be Occupational Health and Safety regulations which control the storage of these materials.

Special arrangements must be made for products that are very big or very small. Special storage is needed, for instance, for some very large do-‐it-‐yourself kits. Special storage is also needed for very small electronic components.

The size and the weight of products will determine the combination of bins, racks and pallets used in your warehouse.

Goods which move quickly through a warehouse may also require convenient storage. On the other hand, goods which move slowly can be placed in less accessible places.

When planning placement in a warehouse the so-‐called ‘80/20 rule’ is used. This rule says that 80% of the movement will concern 20% of the stock. In other words there will be a fraction or part of the stock that is in high demand and has high turnover.

Workers need easy access to high turnover stock.

You can decide what is high turnover stock using the ‘rule of thumb.’ This is another name for experience. The warehouse manager is expected to be able to judge which products move most quickly.

Of course, the manager will check and be familiar with turnover figures. These tell the manager how long goods usually stay in the warehouse before they are moved to some other place.



Activity 5: Locating some goods and products

Sketch a map of your warehouse. On it, indicate where the following are stored: • refrigerated goods • goods that are extremely large and heavy • goods that are very small • high demand goods • very expensive materials • perishable goods with a relatively short shelf-life • dangerous goods.

Now explain how it is made easy for workers to find products that are needed to fill out an order.

Which of these are used? (Put ticks beside the ones used in your warehouse). • overhead signs

• floor markings

• maps of the warehouse displayed prominently

• shelf labels with names and bar codes.

If any of these are not used explain why you think they’re not used.

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Do you use any other systems apart from those listed? Describe them below:

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Section 3

How are products moved through the warehouse?



Section outline






Products can be moved in various ways such as:

• Manual handling

This is used for smaller goods which are picked up and then carried to a delivery department. sometimes a basket or a trolley is used.

• Motorised vehicles like Forklifts

These are useful for larger or awkward shaped goods.

• Motorised conveyor belts

These can carry heavy items from one place to another within the warehouse.

What about Occupational Health and Safety?

Lifting and moving heavy goods can cause strains, sprains and other physical problems for workers. Because of this there are many rules that a worker must know and abide by when lifting heavy items.



Activity 6: What about Occupational Health and Safety?

Find out (from your OHS officer or your trainer) the correct procedures for lifting a heavy box, and record them below.

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There are other rules that apply to handling dangerous goods such as toxic chemicals and gases.

Regulations concerning the movement of heavy and dangerous items require that certain notices and warnings be displayed in a warehouse.

You should make sure that these notices are displayed in your warehouse, and that everyone knows what they mean.



Activity 7: Dangerous goods

What hazardous or dangerous goods must you move in your warehouse? (You may need to ask your OHS officer or trainer.) ______________________________________________________________________

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Are there any special procedures you must follow when moving these goods? ______________________________________________________________________

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Activity 8: Warnings and safety

Note the warning signs on display in your warehouse. In the following space sketch each one and explain the message it is meant to give:



Fill in the following table for five different items stored in your warehouse. In your ‘comment,’ mention why you think legislation is necessary for the movement of this particular product

(Note: you may need to approach your warehouse’s Occupational Health and Safety Officer to obtain this information).

Product name

Classification

Usual method of movement

Appropriate legislation

Comment




Despatch

Care must be taken when moving items out of a warehouse.

The first thing you need to consider is the handling of the goods.

Goods must be packed properly. They must also be made ready for quick and easy removal.

Special attention must be given to goods that are perishable as well as other goods that need special handling and storage.

Attention is also needed for record keeping. In dispatching goods, proper records must be made. Orders must be marked off to show that they have been filled and the goods dispatched. Stock records need to be changed to show that goods have left the warehouse. This way you can be sure that orders are made for the replacement of stock.

Transportation records must also be kept. Drivers collecting goods for dispatch will have delivery dockets that must be made out for them. These will show what goods they are responsible for. They will also be marked so that the driver can have them confirmed once the goods have been delivered.



Activity 9: Despatch procedures

Make a flowchart showing all the dispatch procedures for your warehouse. (If you need help in constructing this flowchart ask your trainer where you might get assistance).




Section 4

Problem solving in the warehouse



Section outline


What questions might your work team have?

Problem solving with your work team



What questions might your work team have?

When you are supervising you are dealing with workers who will need your instruction, assistance and advice. The workers will present you with problems and ask you questions.

Your work team might ask for help with:

• where a product is

• how to identify a product

• how a product is labelled

• cataloguing, microfiche or computer scanning systems.



Activity 10: Noting problems

Keep a record of all the work related questions you are asked by your work team for two days. Note when the questions were asked and who asked them.

Date Time Name Questions

List the questions that were asked more than once. ______________________________________________________________________

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If you find yourself answering the same question over and over what steps might you take to deal with this problem? (List three.) ______________________________________________________________________

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Problem solving with your work team A problem occurs when there is a difference between what should be happening in your workplace and what is actually happening. For example, as pickers fill orders, they should be able to locate items quickly and easily. If they can’t, there is a problem.

The problem solving process is explained below. It is also detailed in this flowchart.



Step 1 Problem definition

When trying to solve a problem in your workplace you must first identify what the problem is. This is known as problem definition. You should ask yourself:

• what is the problem?

• where is it?

• when did it happen?

• when was it noticed?

• how bad is the problem?

• who does it affect?

These questions will help you to get a better understanding of what the problem is, and what it is about.

Step 2 Problem solution

Having identified what the problem is and gathered some information about it you can now begin to come up with some solutions using the following techniques:

Brainstorming is a simple ideas session where everyone freely contributes as many ideas about the problem and its solutions as possible – someone might take notes

Sorting out the ideas This involves clustering ideas from your brainstorm into groups of possible solutions.

Step 3 Solution implementation

Having identified a solution you now need to be sure that it will be put into action. When implementing your solution ask yourself the following questions:

• who will be doing the work?

• what needs to be done?

• when does it need to be done by?

• how much will it cost and how much will it save the company?



Step 4 Review

Review is important in any problem situation. When a solution is put in place it must be monitored carefully to see that it works. If it doesn’t you have a new problem and you start again.



How can you give clear instructions to your work team?

It is important that the instruction and advice you give your team is clear and accurate. Without clear instructions, workers will not know what they’re doing and many mistakes can be made. Try the following steps when giving instructions:

• wherever possible, deliver your instructions face-‐to-‐face

• think through instructions before you give them; unclear or incorrect instructions are often worse than none at all

• choose the best words you can for your message

• watch for any signs that your listener does not understand what you are saying

• when you have finished, ask if your listener has any questions about what you have just said.

Note that a sign of good management is the ability to predict and anticipate problems before they occur and to have solutions ready when the problems do arise.

The ability to predict and anticipate problems comes from experience and thorough study of:

• warehouse operation and procedures

• customer activity and requirements.

Remember, too, that dealing with problems often requires the efforts of more than just one person. What this means is that your workplace will be more effective if people are able to work together, particularly in the problem-‐solving process.



Activity 11: Solving a problem

Consider the given situations and suggest how you might address these problems. • A bar code has been knocked off a box of goods that is

currently in storage. • You realise that a pallet of goods has been incorrectly labelled.

The pallet is only half filled which means that many orders have already been incorrectly picked.

• Pickers have noticed that many small items are falling through their racks and becoming damaged.

Give instructions to other team members concerning: • product features • location storage requirements • other sources of information (catalogue, microfiche, computer,

other staff).




Additional resources



Resources to support learners in this unit will be workplace based and could include:

• workplace reports

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

• flowcharts used in the workplace to describe work processes

• discussions with teams

• quality manuals, SOPs, etc.



Feedback on activities

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



Activity 1: Products in your warehouse

Answers will vary from one warehouse to another. Most warehouses carry a wide range of goods. Goods might be classified as: • large • heavy • long • of certain shapes • possibly dangerous • carrying a use by date • picked frequently.

They may have other identifying characteristics such as colour or content.

Activity 2: Classifying products

The classification characteristics from Activity 1 might be useful.

Activity 3: How do you identify products?

1. Your answers will depend on the systems used in your warehouse.

2. • Identification systems help you recognise and find various goods.

• Good identification is clear and sensible.

• Goods are identified using numbers, letters, and barcodes.

• Poor identification will mean inefficiency in the warehouse.



3. • Special features will relate to the kind of products stored in the warehouse.

• Classifications and identification systems are effective if they

help workers to find and move goods easily.

• Other answers will vary from one warehouse to another.

Activity 4: Showing where things are

Answers will vary.

You should show all areas clearly and accurately.

Activity 5: Locating some goods and products

Your sketch map needs to be accurate and note the kind of goods the warehouse carries.

Activity 6: What about Occupational Health and Safety?

When lifting heavy goods you should: • stand close to the load • bend at the knees • keep the spine straight • get a firm grip on the load • lift by straightening the legs and keeping the spine straight • keep the object close to you • take short, careful steps • avoid sudden, jarring movements.



Activity 7: Warnings and safety

1. • Note particularly if HAZCHEM signs are in use.

• NO SMOKING signs will also be used.

• Often there are signs to warn of dangerous work practices.

• Notices might explain First Aid procedures.

2. Legal provisions are sometimes covered in industry awards and agreements. Union officers will have access to these.

Activity 8: Dispatch procedures

• Your flowchart should centre on the warehouse. • You may need to refer to your warehouse’s procedures or work

instructions to do this activity.

Activity 9: Noting problems

1. Questions asked frequently might be answered: • at team meetings • by placing the answers on notices • by giving out bulletins • by giving messages over a public address system.

Activity 10: Solving a problem

• Team members must be informed of the problem. • Defective labelling and packaging must be removed or fixed. • Workers must be encouraged to report similar occurrences. • It is good policy to ask workers for suggestions on how

problems might be addressed. Questions can be asked to individual workers or the questions can be raised in team meetings.

tlia1707c - apply product knowledge to organise work operations - learner guide

Documents

warehouse products

product knowledge

products match products

ways products

work operations section

matching products

movement of products

work team