NZQA Expiring unit standard
23746 version 2
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Title
Manage dairy customer interactions and transactions for a global
dairy supply chain
Level
3
Credits
15
Purpose
People credited with this unit standard are able to: process
customer complaints and process transactions required for a
global dairy supply chain; manage global interactions for a
global dairy supply chain; and manage contracts and contract
consumption for a global dairy supply chain.
Classification
Dairy Manufacturing > Dairy Supply Chain
Available grade
Achieved
Entry information
Critical health and
safety prerequisites
Open.
Explanatory notes
1
Definitions
Contract consumption refers to the process of reducing a customer’s contract by the
quantity specified in a sales order. One contract can have one or more sales orders
drawing off the contracted quantity until there is no quantity remaining in the contract,
ie the contract is consumed;
Global dairy supply chain refers to the process of manufacturing, sourcing, and supplying
dairy products internationally;
Manage customer activities refers to the process of managing activities on a daily basis to
ensure that customers’ orders and enquiries are processed within the organisation’s
agreed time-frames;
Organisational requirements refer to instructions to staff on policy and procedures, which
are documented in memo and/or manual format and are available in the workplace.
These include but are not limited to – site-specific and company standard operating
procedures, occupational health and safety requirements, food safety and quality
management requirements, specifications, export requirements, production
schedules and instructions, manufacturer’s advice, standard forms, and reports;
Transactions include financial, communications, and inventory management actions
required by the global dairy supply chain system.
2
Legislation relevant to this unit standard includes but is not limited to – Health and
Safety in Employment Act 1992; Animal Products Act 1999; and Animal Products
(Dairy) Regulations 2005.
Primary Industry Training Organisation
SSB Code 101558
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
23746 version 2
Page 2 of 4
Outcomes and evidence requirements
Outcome 1
Process customer complaints and process transactions required for a global dairy supply
chain.
Range
evidence is required for a specific organisation.
Evidence requirements
1.1
Customer complaints for a global dairy supply chain are processed in
accordance with organisational requirements.
Range
1.2
processing includes but is not limited to – analysing complaints,
responding to the complaint, assigning a priority.
Transactions required for a global dairy supply chain are processed in
accordance with organisational requirements.
Range
processing includes but is not limited to – credit and debit memos,
making adjustments to customer requirements;
may include but is not limited to – change of quantities, change of
location, change of price, change of product type.
Outcome 2
Manage global interactions for a global dairy supply chain.
Range
global interactions may include but are not limited to – multiple languages,
multiple time zones, product availability, source markets, cost, supply, shipping,
international currencies;
evidence is required for a minimum of three different global interactions.
Evidence requirements
2.1
Global interactions are identified in terms of their types and methods used.
Range
2.2
Emails and faxes are processed and managed in accordance with
organisational requirements.
Range
2.3
includes but is not limited to – phone calls, emails, faxes.
includes but is not limited to – in-bound and out-bound
interactions.
In-bound and out-bound phone interactions are managed in accordance with
organisational requirements.
Range
evidence is required for a minimum of three different phone
interactions.
Primary Industry Training Organisation
SSB Code 101558
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
2.4
23746 version 2
Page 3 of 4
Outstanding customer interactions are managed in accordance with
organisational requirements.
Range
includes but is not limited to – classifying into categories,
assigning to people and/or teams for action, processing,
completing or reassigning.
Outcome 3
Manage contracts and contract consumption for a global dairy supply chain.
Range
evidence is required for a specific organisation.
Evidence requirements
3.1
The purpose and function of contract consumption for a global dairy supply
chain is explained in accordance with organisational requirements.
Range
3.2
Contract consumption is managed in accordance with organisational
requirements.
Range
3.3
includes but is not limited to – interpreting contract consumption
reports, managing customer requests for changes, managing
contract cancellations, reporting remainders, monitoring
forecasted amounts, managing remaining volume.
The contract process, providing a quotation, and making an offer are described
in accordance with organisational requirements.
Range
3.4
includes but is not limited to – contract consumption reporting.
includes but is not limited to – validity period, price build-up,
output;
evidence is required for three different global dairy supply chain
situations where a contract is used.
Quotations and contracts are processed in accordance with organisational
requirements.
Range
includes but is not limited to – accessing information, selecting
sales order type, running reports.
This unit standard is expiring. Assessment against the standard must take place by
the last date for assessment set out below.
Primary Industry Training Organisation
SSB Code 101558
 New Zealand Qualifications Authority 2016
NZQA Expiring unit standard
23746 version 2
Page 4 of 4
Status information and last date for assessment for superseded versions
Process
Version Date
Last Date for Assessment
Registration
1
22 August 2008
31 December 2017
Review
2
15 October 2015
31 December 2017
Consent and Moderation Requirements (CMR) reference
0022
This CMR can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
Please note
Providers must be granted consent to assess against standards (accredited) by NZQA,
before they can report credits from assessment against unit standards or deliver courses
of study leading to that assessment.
Industry Training Organisations must be granted consent to assess against standards by
NZQA before they can register credits from assessment against unit standards.
Providers and Industry Training Organisations, which have been granted consent and
which are assessing against unit standards must engage with the moderation system that
applies to those standards.
Requirements for consent to assess and an outline of the moderation system that applies
to this standard are outlined in the Consent and Moderation Requirements (CMR). The
CMR also includes useful information about special requirements for organisations wishing
to develop education and training programmes, such as minimum qualifications for tutors
and assessors, and special resource requirements.
Primary Industry Training Organisation
SSB Code 101558
 New Zealand Qualifications Authority 2016