22981 version 1
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Analyse customers’ complaints and take corrective actions in wood
manufacturing
Level
4
Credits
10
Purpose
People credited with this unit standard are able to: receive and analyse
customers’ complaints; meet with customers to determine corrective actions
to resolve the complaint; and take corrective actions on customers'
complaints in wood manufacturing.
This unit standard is for people involved in the production of wood products,
who are required to respond to customer complaints as part of their role.
Subfield
Wood Manufacturing - Generic Skills
Domain
Wood Manufacturing Coordination
Status
Registered
Status date
18 December 2006
Date version published
18 December 2006
Planned review date
31 December 2011
Entry information
Open.
Accreditation
Evaluation of documentation and visit by NZQA and
industry.
Standard setting body (SSB)
Competenz
Accreditation and Moderation Action Plan (AMAP) reference
0173
This AMAP can be accessed at http://www.nzqa.govt.nz/framework/search/index.do.
 New Zealand Qualifications Authority 2016
22981 version 1
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Special notes
1
The following apply to the performance of all elements of this unit standard:
a
All work practices must meet recognised codes of practice and documented
worksite health and safety and environmental procedures (where these exceed
the code) for personal, product, and worksite health and safety, and must meet
the obligations required under current legislation, including the Health and
Safety in Employment Act 1992, the Resource Management Act 1991,
Consumer Guarantees Act 1993, Fair Trading Act 1986, Privacy Act 1993,
Sales of Goods Act 1908, and their subsequent amendments.
b
All work practices must meet documented worksite operating procedures. This
includes the recording (by electronic or non-electronic means) of activities,
events, and decisions.
c
All evidence of communications gathered in relation to this unit standard must
be in accordance with worksite procedures for content, recipient, timing, and
method.
2
Definitions
Wood manufacturing refers to solid wood, pulp and paper, wood panels, or wood
product manufacturing.
Worksite documentation refers to instructions to staff on policy and procedures
(including the application of legislation to worksite situations) which are formally
documented, and are available for reference at the worksite. Examples are standard
operating procedures, specifications, manuals, and manufacturer's information.
3
Evidence is required of the completion of at least five customer complaints.
Elements and performance criteria
Element 1
Receive and analyse customers’ complaints in wood manufacturing.
Performance criteria
1.1
Wood manufacturing customer complaint documentation is received and logged
in accordance with worksite documentation.
1.2
Relevant wood manufacturing production records are located and analysed to
identify potential sources of the problems identified by the customer complaint.
1.3
Samples from the same wood manufacturing production run are sourced and
analysed to verify product quality, and product performance, against product
specifications.
1.4
The cause of the problems identified in the complaint is determined from the
complaint documentation and the data analysis, and recommendations for
improvement and complaint resolution are made, in accordance with worksite
documentation.
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1.5
Relevant wood manufacturing company representatives are informed of the
outcomes of the analysis and recommendations for improvement and complaint
resolution.
1.6
Wood Manufacturing customer background including previous order history and
complaint history is determined from company records.
1.7
Customer approach techniques are determined in consultation with relevant
wood manufacturing company representatives.
Element 2
Meet with customers to determine corrective actions to resolve the complaint.
Performance criteria
2.1
Meeting arrangements and the agenda are confirmed with the customer.
2.2
Customer complaint is heard without interruption.
2.3
Complaint is clarified, customer product samples are inspected, and outcomes
are agreed with the customer.
2.4
Results of the worksite analysis are tabled, and discussed as they relate to the
complaint.
2.5
Corrective actions that would meet the customer needs are identified.
Element 3
Take corrective actions on customers' complaints in wood manufacturing.
Range
corrective actions – replace, repair, refund, as determined with customer.
Performance criteria
3.1
Explanation of organisational policy for corrective action is concise and
accurate.
3.2
Corrective action and timeframe for resolution of complaint are agreed with
customer and are recorded according to worksite documentation.
3.3
Corrective action is authorised according to worksite documentation.
3.4
Action taken if customer is not satisfied by suggested corrective action complies
with worksite documentation.
3.5
Information on rights to recourse and further advice is provided for customers
not satisfied with the response to the complaint is in accordance with worksite
documentation.
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3.6
Documentation to record the resolution of the complaint, and suggested
improvements to the wood manufacturing process to eliminate any repeat
complaint, is completed in accordance with worksite documentation
requirements.
3.7
The complaint resolution and the suggested improvements are reported to
relevant wood manufacturing company representatives for further action in
accordance with worksite documentation.
Please note
Providers must be accredited by the Qualifications Authority, or an inter-institutional body
with delegated authority for quality assurance, before they can report credits from
assessment against unit standards or deliver courses of study leading to that assessment.
Industry Training Organisations must be accredited by the Qualifications Authority before
they can register credits from assessment against unit standards.
Accredited providers and Industry Training Organisations assessing against unit standards
must engage with the moderation system that applies to those standards.
Accreditation requirements and an outline of the moderation system that applies to this
standard are outlined in the Accreditation and Moderation Action Plan (AMAP). The
AMAP 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.
Comments on this unit standard
Please contact the Competenz at info@competenz.org.nz if you wish to suggest changes
to the content of this unit standard.
 New Zealand Qualifications Authority 2016