TLIA1807C

TLIA1807C
Organise despatch operations
MC
Armstrong’s Driver Education

Learner Guide
TLIA1807C Organise despatch operations
Page 2 © Australian National Training Authority 2003

ADELG1072 Customised and developed by Armstrong’s Driver Education Pty Ltd July 2009
Contents
What this Learner’s Guide is about ........................................ 5
Planning your learning ........................................................... 6
How you will be assessed ...................................................... 9
Section 1........................................................................................... 11
Organising despatch ............................................................ 11
Section 2........................................................................................... 35
How do you keep accurate storage records?....................... 35
Section 3........................................................................................... 47
Despatch problems .............................................................. 47
Additional resources ....................................................................... 53
Feedback on activities .................................................................... 55
© Australian National Training Authority 2003 Page 3

Customised and developed by Armstrong’s Driver Education Pty Ltd July 2009 ADELG1072

What this Learner’s Guide is about
This Learner’s Guide is about businesses depending on being able to
obtain and supply goods and services. In this Learner’s Guide you will
look at the kinds of things you need to know and understand when
you are dealing with getting and supplying services.
A key to the effective supply of goods is warehouse management.
Unless the warehouse operates efficiently the business cannot
operate efficiently. For this reason, well-‐trained and efficient
warehouse employees are very important members of the business
team.
The Elements of Competency from the unit TLIA1807C Organise

despatch operations covered in this Learner’s Guide are listed below.
Plan and organise despatch operations
Organise the storage and despatch of stock
This unit of competency is from the Transport and Logistics Training
Package (TLI07).

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: Organising despatch
Are you able to: Yes No

1. identify the despatch areas in your
warehouse?  
2. list the types of equipment needed in
despatch areas during both normal and
unusual work periods?  
3. list the documents that are used in the
despatch of freight?  
4. explain the quality control procedures for
despatching?  
5. explain the safety regulations and standard
operating procedures for despatching
stock?  
Section 2: Keeping accurate storage records

1. give three reasons why accurate records
are essential to any business?  
2. explain what an inventory is?  
3. explain how receipts alter the inventory,
and what reports are used?  
4. explain how discrepancies are identified
and the procedures used to validate
adjustments?  
5. explain what stocktaking is and list the
steps taken during a stocktake?  
6. give an example of an appropriate record
keeping technique used in both paper
based and computerised systems?  

Section 3: Despatch problems

1. list three routine problems that might
occur in the despatch of warehouse
goods?  
2. explain what is meant by a ‘non-‐routine’
problem?  
3. give an example of a non-‐routine problem
occurring in the despatch of goods?  
4. report despatch problems to the
appropriate people?  
5. explain what procedures are used to report
despatch problems?  
6. describe ways of solving workflow
problems and improving despatch
processes?  

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:

• state how often and how complete stocktakes are in your
workplace
• identify problems that can occur when despatching goods
and suggest ways to address these problems
• prepare, package and arrange transport of an unusually
shaped package.


Section 1
Organising despatch

Section outline
Areas covered in this section
Despatch areas of your workplace
Safety regulations and procedures for despatching stock
Despatch documentation
Working with fellow team members to see that materials move
efficiently through despatch areas
Quality control procedures for despatching stock

How well do you know the despatch areas?
When despatching, the warehouse becomes involved in a relationship

between the supplier and carrier.
It is important that the quality of the goods to and from despatch
areas meet acceptable standards. In particular the despatch staff must
understand the recording procedures that note all stock deliveries and
movement within the warehouse.
The receipt process involves:

• the use of human resources
• the use of equipment
• the use of facilities
• accounting processes
• product handling and security.
All of these have to be managed at a high level of quality and be
subject to quality control.
Despatch
Despatch occurs when goods are delivered to or from your
warehouse. During this process, you and your team have to make sure
that:
• goods are handled properly
• goods are taken to the right storage area promptly and
efficiently
• no-‐one is hurt while the goods are being moved
• all necessary records are kept; you may, for instance, have
to fill in forms or you might have to type or scan
information into a computer.

Activity 1: The despatch areas
In the following space make a sketch of the floor plan of your

warehouse. On your sketch show:
• the despatch areas
• three main areas where goods despatched will need to be
taken.
Now ask your health and safety officer to help you answer these
questions.
What is the heaviest weight you can be asked to lift?
_____________________________________________________
What weight can two people working together be asked to lift?
_____________________________________________________
Are there differences between what men and women can be asked
to lift? If so, what are they?
_____________________________________________________
_____________________________________________________
If an accident happens:
• who should you tell?
________________________________________________
________________________________________________
• what records must be made?
________________________________________________
_________________________________________________
If you are using a trolley, what precautions do you need to take?
_____________________________________________________
_____________________________________________________

If you are using a knife, what precautions do you need to take?
_____________________________________________________
_____________________________________________________
If a Forklift is needed, who is allowed to drive it?
_____________________________________________________
_____________________________________________________
There is feedback on this activity at the back of this Learner’s

Guide.

What are standard operating procedures?
When goods are handled within your warehouse a set of standard
operating procedures will be used. Standard operating procedures
outline the usual way that things should be done. Generally they are
written down in a manual and often they are displayed on special
notices around the warehouse.
Usually these things will happen when deliveries are made and goods
are despatched:
• notice is given, usually by a supplier or transport company,
that a delivery is to be made
• correct staff and equipment are organised so that loading
or unloading can take place
• a truck will pass through security
• security will telephone the warehouse
• a supervisor at the warehouse will see that the staff and
equipment needed for despatch are available and
prepared
• goods will be checked to see that the right numbers are
present and that they are not damaged or unacceptable
for any other reason
• the supervisor will sign the relevant documentation and
keep a copy of this documentation
• a copy of the driver’s documentation will be filed
• other despatch documents will be prepared, either using
despatch books or a computer
• despatch documents will be sent to a number of offices
and departments; this might be done by hand delivery or
by computer
• materials despatched will be removed to the correct
storage area; by hand, by trolley, by motorised trolley, or
by Forklift.

Activity 2: Your warehouse procedures
What procedures listed above are used at your warehouse? (If you
are not sure ask one of your trainers to help you find out what they
are.)
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
List those which are not used and explain why you think they are
not used.
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________

Guide.

What records and documents are used for

despatch?
When goods are despatched at a warehouse it involves what people
often call ‘paperwork’ or ‘documentation.’
In the despatch area, dealing with paperwork often causes delay,

especially if goods are delivered with incorrect or missing paperwork.
Documentation can be of two kinds – manual or electronic.

• Manual documentation involves handling pieces of paper,
writing information on them, storing papers appropriately,
and seeing that the papers are passed on to the right
people and places.
• With electronic documentation most of the processes
involved in manual documentation take place. Records are
made, transmitted and kept, however, in this case this is
done by computer.
Today automation and the use of computers means that information
can be recorded and sent quickly to the right people and places. With
computers, sending information and records is something that is done
in seconds.
This happens because:

• working areas are linked using computer networks
• barcoding and scanners help in the checking of goods
• computer terminals are available at loading and unloading
docks.

How do you handle despatch documentation?
Many documents are used in the despatch of goods. The main ones
are:
• re-‐order notification
• purchase order – stores copy
• advice note
• delivery note
• consignment note
• internal packing note.
Re-order notification
The re-‐order notification is usually issued by the stock record section,
and a copy is sent to the purchasing department who will place an
order with the supplier. The stores department will now know that a
delivery will take place.

Purchase order – stores copy
The purchasing department is responsible for issuing stores orders and
seeing that a copy comes to the stores department or warehouse. The
purchase order – stores copy is usually a carbon copy of the order
placed on the supplier. This copy is kept on file in the store and is used
when deliveries have to be checked.
Below is an example of a typical purchase order.

Advice note
The advice note is issued by the supplier of the goods ordered by the
purchasing department. It is usually issued when goods are
despatched by the supplier and will show:
• that the order will be delivered
• when the delivery is to be made
• how it will be delivered.
An example of an advice note is shown below.

Delivery note
The delivery note usually comes with the goods when they are
delivered. It usually tells what the supplier has actually delivered to
the store. The delivery note is probably the most important receipt
document of all, and it is the store manager who must see that he or
she, or someone he or she delegates, checks goods against the list on
the delivery note.
Consignment note
The consignment note is issued by the carrier of the delivery. The
consignment note is written out when the delivery is contracted out to
a third party for delivery, for example rail, post or a carrying company.
Consignment notes will vary from warehouse to warehouse, but an
example is given below:

Internal packing note
An internal packing note is used when you carry out a more detailed
check of the stock delivered. You make this check after you remove
the goods from their outer containers such as cartons, drums or
boxes, or you unload them from pallets.
The internal packing note lists what is actually within each unit
delivered. It should give specific information about:
• quantity
• types
• sizes
• specifications
• colours
• other identifying features.
On the following page is an example of a packing note.


Activity 3: Despatch records
List records (apart from the delivery docket) that are used at your
warehouse when goods are despatched.
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
If you can, get a copy of each of the various kinds of forms that are
used and attach them to this page.

Guide.

How are internal movements and records

managed?
The receiving area provides the greatest opportunity for error,

pilferage and theft. Set routines are used to help deal with these
problems.
The following is an example of a set routine for receiving material into
a warehouse:
• set time slot for receiving goods (avoid receiving
unannounced goods, if possible)
• allocate the arriving vehicle to an unloading point
• brace the trailer before unloading for safety and security
• check load seals, record their numbers and note any that
have been tampered with
• unload
• check numbers carefully while unloading
• see that numbers tally with the shippers notes (sometimes
you will also have to tally against purchase orders, delivery
notes or advance notices)
• record discrepancies and note if numbers are over or
under and tell if, and how many goods are damaged
• photograph anything that looks suspicious
• carry out appropriate quality control checks
• assign stock to appropriate place or places.
Above all it is essential that you always count twice before signing
once.
This example might be used with either a manual or a semi-‐automated
despatch system.

Activity 4: Controlling loss and other problems
Explain the differences between a manual and a computerised

system.
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
Explain what procedures you could put in place to see that loss,
pilferage, theft and damage are kept to a minimum.
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________

Guide.

How do you record damage and shortage?
A damage report must record any disposal method used with proof
that an authorised person or persons has instructed this disposal.
A damage or shortage report is raised when:

• goods arrive damaged
• a shortage occurs in delivery
• goods fail to arrive when they’re supposed to.
If goods do not arrive it is important that the carrier be told
immediately and in writing. Send a message by fax or email and
confirm it with a letter.
If you do not do this the carrier may not accept responsibility.
The damage or shortage report is filled out in quadruplicate (that is, an
original with three copies). Copies should go to the carrier, the
supplier, the invoice department and one copy stays in the warehouse.

What is the stock handling cycle?
The way goods are dealt with when they are despatched is called a
stock despatch procedure.
Stock despatch
Despatching goods is called stock despatch. A normal stock despatch

cycle would be like this:

Let us take a closer look at each step in the stock receipt cycle.

Notification of despatch requirements
Orders will be received by mail, phone, fax, email or similar method
listing requirements such as:
• order number
• product code
• condition (saleable, unsaleable, quarantine, or damaged)
• quantity
• delivery date/time
• delivery address
• special instructions.
Transport planned
Once the order has been received it is usually advisable to give as
much notice as possible to the transport company about the size of
the load, loading time, delivery instructions, time slot, etc.
Raise picking slip
The details listed in the Notification of despatch requirements are
entered into the computer to raise a picking slip which is then printed
and sent to the warehouse.
The picking slip will list the allocations in the warehouse that the
storeperson must select the stock from.
Upon receiving the picking slip in the warehouse the storeperson then
picks the quantity of goods from the warehouse locations which are
both detailed in the picking slip. Depending on the size of the
warehouse, a picking slip may have full pallet quantities to be selected
from the bulk area, cartons to be selected from the order picking or
lose ‘inners’ to be picked from a split case area. Alternatively a picking
slip can be divided up into the various areas of the warehouse.

Pick or pack details listed by the storeperson
As mentioned above, the storeperson may have a combination of full

pallets, cartons and loose items to be packed. The storeperson would
normally make notes on the picking slip confirming what they have
picked. There is usually provisions on the picking slip to write:
• the balance of goods left in a part pallet location (as a
double check on stock accuracy)
• which pallets have been stretch wrapped
• which loading bay goods have been placed in for checking
and despatch
• any other useful comments.
Goods checked
At this point the goods are checked by a checker or trainer. This
process is much the same as for incoming freight which is checked for:
• correct product
• correct quantity
• correct condition
• no damages, wet goods, spillages
• correctly stacked for transport
• correctly branded.
Confirmation of picking slip, checked onto vehicle

and delivery note raised
Once goods have been checked they are loaded onto the transport
vehicle and the picking slip is confirmed. Upon confirming all details
on the picking slip this will automatically adjust the stock records and a
delivery note is printed which lists all of the details that appeared on
the picking slip as well as the transport company’s name, times, etc.
Goods delivered by truck
The goods are delivered by the transport company to the destination
and within the time frame noted on the delivery note. It is the driver’s
responsibility to ensure that goods are delivered in good condition and
to obtain a legible signature from the receiver to confirm this.

What else do you need to know about

despatch?
Special deliveries
Sometimes goods are delivered at unusual times or in unusual ways.
For example, large items might require a special kind of truck which
can only be on the road at certain times. When something like this
happens you will have to make special arrangements.
Chemicals, petroleum products, unusual sizes, weights or dimensions

of materials or goods are other examples of where special delivery
arrangements might be necessary.
Special handling
Some products, because they are big, heavy or potentially dangerous,
require special and expert handling. Chemicals and explosives, for
instance, will require special attention.
Internal transfers
Internal transfer is the term used for moving stock from one location
to another within the warehouse. Each transfer must have the
following details recorded in the stock control system as a means of
controlling all movements:
• transfer reference number
• date of transfer
• product code
• product description
• product date
• where it is from
• where it is going
• quantity on pallet.
The internal transfer is the standard document used to transfer stock.
An example of an internal transfer sheet is shown on the next page.

Like all warehouse forms this one will be numbered and dated and will
probably also note the delivery time.


Section 2
How do you keep accurate

storage records?

Section outline
Inventories
Stock control

Inventory systems
Inventory, which is also known as a database or a stock record, is a
record of all goods kept in a particular place.
An inventory lists the stock that is in store and available for sale and
despatch. For efficient operation of any warehouse the inventory
must be accurate and up to date.
Systems for adding to or removing from an inventory must be in place.
Similarly there must be systems for checking the accuracy of the
inventory.
Inventories can be kept manually. In most businesses, however, it is
now much more common for inventories to be kept within computer
systems which are linked to accounts and sales departments some
distance from the warehouse.
Using a computer system it is now possible for sales staff to check the
availability of some products in several different warehouses. They
can tell where a product is stored and place an order with the nearest
appropriate supply depot. The computer system can then make sure
that everybody, the despatch staff at the warehouse, the carrier, the
accounts department and so on, is informed. The computer system
also generates all the appropriate documentation such as picking slips,
consignment notes and invoices.
The computer system will also be programmed to look for things that
might have gone wrong. If an order cannot be completed because a
product isn’t where the inventory says it should be, an operator in the
warehouse will record this into the computer, and the computer
system will notify everyone who needs to know including the ordering
department and, if necessary, the security section.

Activity 5: Using computers for record keeping
Does your warehouse use computers for:

• recording when stock is despatched?
__________________________________________________
• recording who was in charge of checking a particular shipment?
__________________________________________________
__________________________________________________
• recording what stock was on the shipment?
__________________________________________________
__________________________________________________
• recording if the goods were despatched in good condition?
__________________________________________________
__________________________________________________
What other information is recorded on computer?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________

Guide.

Input information
In maintaining an inventory there has to be a system in place to allow
for the accurate addition of new information.
In a manual stock control system all receival and despatch documents

must be kept. By comparing these documents at any time you can
work out what the differences are and these differences will represent
the stock in hand. This, in turn, will be the inventory.
All this is true unless, for some reason, the stock counts made on
receipt and despatch have been inaccurate.
To deal with this situation, businesses organise actual counting of the
products held in a warehouse or storage depot. This counting is called
stocktaking and will be carried out regularly. Some businesses
stocktake yearly, some stocktake monthly, while others stocktake
even more regularly and may even do daily stocktakes.
Stocktakes can be either full stocktakes, when everything in the
warehouse is counted and checked against the inventory, or partial
when only the items in one section of a warehouse are counted and
checked against the inventory.

Activity 6: The inventory
What is an inventory, and what kinds of things are recorded in an

inventory?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
What are the advantages of keeping a computerised inventory

system?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
What are the disadvantages of a computerised inventory?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
Explain what precautions might be necessary if you were

organising a stocktake.
_____________________________________________________
_____________________________________________________
_____________________________________________________

Guide.

Extract information
Extracting information from an inventory is simply a matter of

inspecting records. You can do this by actually checking an inventory
or a stock book. You can also conduct a visual check by walking along
the rows of warehouse shelving and noting precisely what is stored
there.
Extracting information from an inventory is generally simpler when the
inventory is on computer.
Nowadays most people can be trained very quickly to use
computerised inventory systems which they can access in a number of
ways. They can, for instance, refer to a product by name, or they can
refer to it by a catalogue number, or bar code.
No matter how effective the computer program, there will be times
when visual inspections are appropriate. This is certainly true when
theft or pilferage is suspected. It is also necessary to check that
accurate information has been entered into the computer.
A computer cannot tell, for instance, if a container actually does

contain items. All the computer knows is what it has been told is in the
container.
Any inventory program will then immediately provide this kind of
information about:
• where a product is
• what numbers there are of the product.
Attached to the inventory program there will be an order program
which can be used to have the product made available for immediate
delivery.

Identifying stock discrepancies
The stocktake is the means of identifying stock discrepancies and must
be undertaken under carefully controlled conditions.
For an effective stocktake the following rules should be followed.
• Appoint teams of two to stocktake various areas within
the warehouse – make sure that at least one member from
each team is from another area or department.
• Get appropriate stock records and make sure they are
given to the appropriate teams.
• Bring teams together to give them instructions on how
they are to stocktake.
• Stress that goods must be seen to be counted.
• Use inspection sheets.
• Do not allow outsiders into areas where a stocktake is
being undertaken.
• Persons engaged in a stocktake must sign all sheets at the
conclusion of the stocktake.
• All discrepancies must be recorded and reported.
• Notes must be made of all damaged or spoiled goods.
Produce reports
After a stocktake:
• the inventory must be updated
• investigations must be launched if criminal activity is
suspected.
The person responsible for the stocktake must report to management
on all irregularities. He or she should also be able to suggest
appropriate ways for dealing with any difficulties that emerge.

Auditors’ checks
All businesses may have their management, accounts and inventory

examined. This examination is known as an audit. Audits are carried
out by a specialist accountant known as an auditor.
Auditors have the right to ask to see any record, any piece of
equipment or any goods belonging to a business. Part of an audit will
always be a check of materials held in store and this is usually done on
a random or spot check basis. The auditor, for instance, might note
that the inventory says there are twenty-‐four boxes of a particular
product in a store and will ask to be shown these boxes.
An auditor can also ask to have a shipping container opened in order
to check that it contains the goods the inventory says it contains.
If the auditor is not satisfied with the results of these spot checks he or
she can demand a full and closely controlled stocktake. The auditor
may also demand that outside stocktaking clerks are brought in to
work on the stocktake.

Activity 7: The inventory, stocktaking and auditing
Write brief notes to answer the following questions. For help refer
to the text.
Why is a computerised inventory system valuable?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
When might it be unnecessary to have a computerised inventory

system?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
Why are checks on an inventory necessary?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________

What is a stocktake?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
What powers does an auditor have?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________

Guide.


Section 3
Despatch problems

Section outline
Despatch problems
How to report problems and improve these processes

Stock despatch problems
Incorrect order picking
Staff who lack the appropriate skills can sometimes have trouble
identifying the products that are needed to fill an order. If they are
without suitable supervision, they can pick wrong products, and again,
if there is not controlled supervision, orders can be packaged and
despatched without anyone noticing that mistakes have been made.
The answer here is plainly to make sure that proper training takes
place, and that there is adequate supervision.
Human resource shortage
Despatches have to be made and there are not enough workers
available to carry out the work. This can occur for a number of
reasons. Illness is one. Another might be that for some reason such as
training, workers have left the job.
Stock shortage
Stock shortage is a common despatch problem. Orders come in and
there is not enough stock on hand. There can be many reasons for
this. Deliveries may have been delayed because of weather, because
of transportation problems or industrial action.
Then there may be stock shortage following an unexpected rush on a
certain product. You can probably think of examples from recent
experience in your warehouse.
Equipment breakdown and shortages
Equipment breakdowns can also interfere with the supply of goods.
Computer breakdowns, though not common, do occur and cause
major problems. The breakdown of other equipment can also cause
despatch problems. Again you will probably be able to remember
cases that have happened recently in your own warehouse.

Backlogs
Despatch problems of all kinds cause unfinished work or are called
‘backlogs’.

Activity 8: Despatch problems
Make a list of the major despatch problems you have noted in your
warehouse over the past two weeks.
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
Discuss these with your trainer
Which problems on your list could have been avoided?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
What steps might be taken to see that difficulties like the ones
you’ve talked about are handled efficiently if they happen again?
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________
_____________________________________________________

Guide.


Additional
resources

Paper based:
• 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: The despatching areas
You should be able to find the answers for 1, 2 and 3 in

Occupational Health and Safety documents in your workplace or in
your company’s procedure manuals. Check with your OHS officer.
If an accident happens:
- who should you tell?
- what records must be made?
Procedures for dealing with accidents should be displayed in your

workplace. They will involve taking first-aid steps, calling for
qualified help, reporting orally to a supervisor and preparing a
written report, or filling in an accident report form.
If you are using a trolley, what precautions do you need to

take?
Check that the trolley is in good order and use it with proper care.
If you are using a knife, what precautions do you need to take?
Knives must be sheathed when not in use. You should always cut
away from your body.
If a Forklift is needed, who is allowed to drive it?
Only licensed Forklift drivers.
Activity 2: Your warehouse procedures
Answers will vary although most of the listed procedures will be

relevant:
sometimes Forklifts might not be used
sometimes mobile picker’s chairs will be used
sometimes there will not be computers
sometimes security will be more or less strict.

Activity 3: Despatch records
Most of the records listed on the previous pages will be used in

most warehouses.
Activity 4: Controlling loss and other problems
In general, procedures would be slower with a manual system.

You may have listed some specified differences based on manual
systems and computer systems you have experienced.
Activity 5: Using computers for record keeping
The ‘answers to all sections will probably be ‘Yes’.
Computers may also record staffing details, details of stock

location, etc.
Activity 6: The inventory
An inventory is a list of goods and equipment.
Computerised inventories are more efficient. They can be checked

and kept up to date more easily.
They may be too accessible (and too easy to make changes to).
Have stocktakers work in pairs with one always from another area
or department.
Make stocktake area free from outsiders, friends, spectators, etc.
Activity 7: The inventory, stocktaking and auditing
it is efficient, saves time and is more easily managed than a

manual system
for small stores with limited stock range
to protect against loss, theft and damage
account of products actually held so you can compare this with

inventory records

auditors can demand to see any item in an inventory or check any

stock record.
Activity 8: Despatch problems
Problems will vary but probably relate to such things as delays in

despatching goods, incorrect orders, human resource shortages,
equipment shortages and breakdowns.
Theoretically, all problems can be avoided (or at least minimised)

by applying well thought-out procedures.
Your answers will depend on the problems you identified but may
include:
training
supervision
better rostering of staff
checking and maintenance of equipment
better communication
changes to procedures/new procedures.


TLIA1807C - Organise Despatch Operations - Learner Guide

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Organise despatch operations

Page 2 © Australian National Training Authority 2003

Additional resources ....................................................................... 53

Feedback on activities .................................................................... 55

© Australian National Training Authority 2003 Page 3

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What this Learner’s Guide is about

The Elements of Competency from the unit TLIA1807C Organise

Plan and organise despatch operations

Organise the storage and despatch of stock

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Planning your learning

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Section 1: Organising despatch

Are you able to: Yes No

Section 2: Keeping accurate storage records

Are you able to: Yes No

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Section 3: Despatch problems

Are you able to: Yes No

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How you will be assessed

You will be required to:

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Areas covered in this section

Despatch areas of your workplace

Safety regulations and procedures for despatching stock

Quality control procedures for despatching stock

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How well do you know the despatch areas?

When despatching, the warehouse becomes involved in a relationship

The receipt process involves:

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Activity 1: The despatch areas

In the following space make a sketch of the floor plan of your

What is the heaviest weight you can be asked to lift?

What weight can two people working together be asked to lift?

• who should you tell?

• what records must be made?

If you are using a trolley, what precautions do you need to take?

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If you are using a knife, what precautions do you need to take?

If a Forklift is needed, who is allowed to drive it?

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

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What are standard operating procedures?

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Activity 2: Your warehouse procedures

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

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What records and documents are used for

In the despatch area, dealing with paperwork often causes delay,

Documentation can be of two kinds – manual or electronic.

This happens because:

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How do you handle despatch documentation?

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Purchase order – stores copy

Below is an example of a typical purchase order.

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