Department of Education and Training
Western Australia
RPL Assessment Tool Kit
TLI30107
Certificate III in Transport and
Logistics (Warehousing and Storage)
Customer Service Cluster
First published 2009
ISBN 978-1-74205-380-6
© Department of Education and Training
All rights reserved.
Western Australian Department of Education and Training materials, regardless of format, are
protected by copyright law.
Permission, however, is granted to Trainers, Assessors, and Registered Training Organisations
to use, reproduce and adapt the material (third party material excluded) for their Recognition of
Prior Learning (RPL) assessment activities.
This permission is subject to the inclusion of an acknowledgement of the source. Permission
does not extend to the making of copies for hire or sale to third parties, and provided it is not
used for commercial use or sale. Reproduction for purposes other than those indicated above
requires the prior written permission of the Western Australian Department of Education and
Training.
Published by and available from
WestOne Services
1 Prospect Place
WEST PERTH WA 6005
Tel: (08) 9229 5200 Fax: (08) 9227 8393
Email: sales.westone@det.wa.edu.au
Website: www.westone.wa.gov.au
Acknowledgements
This resource contains ‘Units of Competencies’ from TLI07: Transport and Logistics Training
Package – TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage), ©
Commonwealth of Australia 2007 Department of Education Science and Training (DEST), used
under the AEShareNet-FfE licence.
Disclaimer
Whilst every effort has been made to ensure the accuracy of the information contained in
this RPL Assessment Tool Kit, no guarantee can be given that all errors and omissions have
been excluded. No responsibility for loss occasioned to any person acting or refraining from
action as a result of the material in this RPL Assessment Tool Kit can be accepted by
the Western Australian Department of Education and Training.
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Contents
Units of competency covered by this Assessment Tool .................................................5
Information for RPL Assessors ......................................................................................6
Self-Assessment Information .........................................................................................7
Self-Assessment Checklist ............................................................................................8
Interview Question Bank and Recording Documents – Customer Service Cluster 1 .... 13
Mapping of Assessment Tool – Customer Service Cluster 1 ....................................... 17
Interview Question Bank and Recording Documents – Customer Service Cluster 2 .... 23
Mapping of Assessment Tool – Customer Service Cluster 2 ....................................... 27
Third Party Evidence Report (Customer Service clusters) ........................................... 33
Page 3 of 36
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
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© Department of Education and Training 2016
Version 1, March 2016
Page 4 of 36
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Units of competency covered by this Assessment Tool
TLI30107 Certificate III in Transport and Logistics (Warehousing and Storage)
Customer Service clusters
Unit Code
Unit Title
Cluster 1
TLIA1207C
Pick and process orders
TLIE307C
Participate in basic workplace communication
TLIG707B
Work in a socially diverse environment
TLII207D
Apply customer service skills
Cluster 2
TLIA1707C
Apply product knowledge to organise work operations
TLIJ107C
Apply quality procedures
TLIJ207C
Apply quality systems
Page 5 of 36
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Information for RPL Assessors
The Assessment Tools contained in this document include:
1.
Self-Assessment Information and Checklist
2.
Interview Question Bank and Recording Documents – Customer Service Cluster 1
3.
Mapping of assessment tools – Customer Service Cluster 1
4.
Interview Question Bank and Recording Documents – Customer Service Cluster 2
5.
Mapping of assessment tools – Customer Service Cluster 2
6.
Third Party Evidence Report.
© Department of Education and Training 2016
Version 1, March 2016
Page 6 of 36
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Self-Assessment Information
The purpose of this self-assessment is to enable candidates who feel they already have the
required competencies to assess their skills and knowledge against the qualification
requirements.
To complete the self-assessment, answer all the following questions by placing a  in the
column (Always, Sometimes, Never) that best reflects your current level of skills and knowledge.
As you answer each question, make a note of any evidence you have that could be used to
verify your skills. For example, if you claim to be able to work collaboratively with others when
conducting workplace activities, you need to be able to provide examples of this.
Some examples of different types of evidence that you could provide include:

job cards

a résumé describing where you have worked and the duties you have performed

work meeting records

testimonials from clients or other staff you have worked with

job descriptions and references

photographs, samples of work

records of formal or informal training you may have done on the job

discussion of the work you have done and where you have done the work with an
assessor

demonstration of the task to an assessor (either in the workplace or at a training facility).
Assessment appeals
Candidates must be informed of their right to appeal an assessment decision and be made
aware of the RTO’s appeals process. The grounds for appeal may be:

the judgement has been made incorrectly

the judgement has not been made in accordance with the assessment plan.
Candidates should discuss their concerns with their RPL assessor initially. If the situation is not
resolved, then an official appeal may be lodged following the RTO’s appeals process.
Page 7 of 36
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Self-Assessment Checklist
Place a  in the column (Yes, No, Unsure) that best reflects your current level of skills and knowledge.
These questions relate to your
knowledge and experience
Yes
No
Unsure
Q1
Do you know which Australian Codes/Regulations are
used in your workplace?



Q2
Do you know the appropriate actions and solutions to use
when solving typical communication problems, or picking
and processing orders?



Q3
Do you know your work place policies and procedures for
identified, handling and storage requirements of different
products in your workplace?



Q4
Can you identify the various work stations/areas/divisions
and equipment in the workplace for different types of
goods.



Q5
Do you know where to access HAZCHEM and MSDS
information?



Q6
Can you identify and interpret three forms of workplace
documentation ie: OHS, stock identification, MSDS,
Organisational structure damaged and contaminated
goods.



Q7
Do you understand the principles of operation and
functions of the Stocktake system, monitoring of the
storage area with continuous improvement initiatives.



Q8
Do you know the housekeeping procedures and
equipment in the workplace?



© Department of Education and Training 2016
Version 1, March 2016
Page 8 of 36
What evidence can you provide?
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
These questions relate to your
knowledge and experience
Q9
Do you know the reporting procedures, incident, accident,
evacuation, emergency situations and personal wellbeing for your workplace ie: sexual harassment, fatigue
management policies?
Q10 Do you understand the basic principles of effective
communication when working with multilingual people?
These questions relate to your
skills and experience
Yes
No
Unsure






Yes
No
Unsure
Q1
Do you communicate effectively when conducting
workplace activities?



Q2
Can you identify any workplace activity that requires
documentation to be completed?



Q3
Can you identify three workplace activities where you
need to work together (with others from various cultural
backgrounds)?



Q4
How often does your workplace receive containers/goods
with Australian Dangerous Goods (ADG) or International
Maritime Dangerous Goods (IMDG) coding (where
applicable).



Do you know the process for reporting and rectifying,
identified problems when conducting workplace activities?



Q5
Page 9 of 36
What evidence can you provide?
What evidence can you provide?
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
These questions relate to your
skills and experience
Yes
No
Unsure
Q6
Can you apply precautions and required action to
minimise, control or eliminate hazards in your workplace?



Q7
Could you change workplace activities based upon
environmental, unplanned events in your workplace
(ie change in weather, lack of equipment, change of
environment)?



Q8
Do you meet the workplace productivity targets by
working effectively ie without damage or injury to self or
others?



Q9
Are you able to adapt to different workplace activities
when required ie urgent orders, stock take preparation,
special consignments?



Q10 How often would you use three types of workplace
technology?



Q11 How often would you use required PPE, in your
workplace?



Q12 Do you plan, schedule, monitor, organise and estimate
the size, shape, special requirements of products/goods
and or loads in your workplace?



Q13 Could you change workplace activities based on
unplanned events ie change in the weather, severe
storm, lack of equipment?



© Department of Education and Training 2016
Version 1, March 2016
Page 10 of 36
What evidence can you provide?
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
These questions relate to your
skills and experience
Yes
No
Unsure
Q14 Do you plan, schedule, monitor, organise and estimate
the size and shape, special requirements of
products/goods and or loads in line with workplace
procedures. Either for all workplace tasks or individual
tasks?



Q15 Are you able to implement contingency plans for
unplanned events or, different equipment?



What evidence can you provide?
Is there anything else you have achieved/delivered or are qualified in, which has not been identified here? If so, please provide details.
__________________________________________________________________________________________________________________
__________________________________________________________________________________________________________________
Page 11 of 36
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
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© Department of Education and Training 2016
Version 1, March 2016
Page 12 of 36
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Customer Service Cluster 1
Units of competency
TLIA1207C
Pick and process orders
TLIE307C
Participate in basic workplace communication
TLIG707B
Work in a socially diverse environment
TLII207D
Apply customer service skills
Note to the assessor
It is not mandatory for you to ask the candidate all the questions in this question bank. The candidate may have provided sufficient information to
demonstrate competence based on their self-assessment and documentary evidence. You will need to use your professional judgement as to which
questions you focus on at this stage of the assessment. You may choose to discuss a work task topic rather than ask a series of direct questions.
Record of interview
Candidate’s name
Assessor’s name
Interview only
How/where interview was
conducted
At an RTO’s premises
Demonstration/theory assessment
In the workplace
Page 13 of 36




Name: _________________________________
Name: _________________________________
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Interview Question Bank Customer Service Cluster 1 (knowledge-based questions)
Can the candidate satisfactorily answer and demonstrate the following?
Yes
No
Assessor’s
reference to
mapping document
Q1
List the OHS, environmental, Australian codes and/or regulations used in the
workplace.


K1, K2
Q2
Identify the workplace policies and procedures relevant to the application of product
knowledge.


K3, K18
Q3
Identify the various work systems/equipment/management and site operating areas for
picking and processing orders.


K4, K9, K17, K19
Q4
Discuss the basic principles of effective communication.


K5, K6
Q5
Discuss the protocols and procedures for communicating with people who have a
limited ability to speak or understand English.


K6, K7, K8, K12
Q6
Discuss the appropriate actions and solutions to use when solving typical
communication problems when picking and processing orders.


K9, K12
Q7
Describe the workplace OHS and housekeeping standards and procedures.


K10
Q8
Discuss the impact on your job performance in the workplace.


K11
Q9
Identify, interpret and complete three types of workplace documentation and/or record
requirements.


K13, K14, K20


K15, K16, K17
Q10 Recognise and acknowledge the various cultural groups within the workplace.
© Department of Education and Training 2016
Version 1, March 2016
Page 14 of 36
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Interview Question Bank Customer Service Cluster 1 (skill-based questions)
Can the candidate satisfactorily answer and demonstrate the following?
Yes
No
Assessor’s
reference to
mapping document
Q1
Explain three effective methods of communication used in the workplace with an
individual, team or group.


S1, S2, S3,
Q2
Identify three workplace activities that require documentation to be completed.


S1, S4
Q3
Change workplace activities to meet quality assurance procedures depending on
differing operational contingencies, risk situations and environments.


S5
Q4
Work systematically with required attention to detail without injury to self or others, or
damage to goods or equipment.


S6
Q5
Detail the process for reporting and rectifying identified problems when conducting
planned work activities.


S7, S8
Q6
Apply precautions and follow required action to minimise, control and eliminate
hazards, within your abilities.


S8
Q7
Change workplace activities based upon unplanned events, eg change in the weather,
storms, lack of equipment.


S9
Q8
Work productively without injury to self or others.


S10
Q9
Adapt to different workplace activities when required, eg urgent orders, stocktake
preparation, special consignments.


S11
Q10 Use workplace technology by giving three examples and discussing the process behind
each piece of equipment.


S12
Page 15 of 36
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Yes
No
Assessor’s
reference to
mapping document
Q11 Explain when personal protective equipment (PPE) would be used and give three
examples.


S13
Q12 Plan, schedule, monitor, organise and estimate the size and shape and special
requirements of products and/or loads in line with workplace procedures. Either for all
workplace tasks or individual tasks.


S14, S15, S16
Q13 Implement contingency plans for unplanned events and for different equipment in the
workplace.


Can the candidate satisfactorily answer and demonstrate the following?
Comments/observations
Assessor’s signature
Date
Candidate’s signature
Date
© Department of Education and Training 2016
Version 1, March 2016
Page 16 of 36
S12
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Mapping of Assessment Tool – Customer Service Cluster 1
This matrix is a reference to see how units of competency and their elements are assessed within this Assessment Tool. All the elements,
performance criteria, essential knowledge, essential skills and critical aspects of evidence within the competency units are cross-matched in this
matrix.
Units of competency – Customer Service Cluster 1
TLIA1207C Pick and process orders
The skills and knowledge required to pick and process orders in accordance with workplace requirements including, identifying workplace order
picking processes, policies and procedures, picking and dispatching orders, and recording stock levels.
TLIE307C Participate in basic workplace communication
The skills and knowledge required to participate effectively in basic workplace communication including, communicating information about routine
tasks, processes, event or skills, participating in group discussions to achieve appropriate work outcomes and representing views of a group to
others.
TLIG707B Work in a socially diverse environment
The skills and knowledge required to work in a socially diverse environment, including the development and application of the cultural awareness that
is required by all people working in the transport and logistic industry. It includes the cultural awareness required for serving customers and working
with colleagues from diverse backgrounds.
TLII207D Apply customer service skills
The skills and knowledge required to apply routine customer service skills to relevant workplace operations including, dealing with customer inquiries,
monitoring customer satisfaction and taking appropriate action to satisfy customer needs.
Page 17 of 36
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Related
question in
question
bank
Required knowledge
K1
Performance criteria for units of competency
as matched to the required skills and
knowledge
TLIA1207C TLIE307C TLIG707B TLII207D
Regulations relevant to the picking and processing of orders,
including bond, quarantine or other legislative requirements and
responsibilities.
Q1
1.1, 1.3
2.5–2.8
3.1–3.2
K2
Relevant OH&S and environmental protection procedures and
guidelines.
Q1
1.3
2.4–2.8
K3
Workplace procedures and policies for the picking and processing of
orders.
Q2
1.1–1.3
2.1, 2.8
3.1–3.2
K4
The operation of work systems, equipment, management and
site-operating systems for the picking and processing of orders.
Q3
1.2
2.1, 2.2, 2.4
3.1–3.2
K5
Basic principles of effective communication.
Q4
3.2
K6
Protocols and procedures for communicating effectively with persons
who have a limited ability to speak or understand English.
K7
Typical communication problems and appropriate action and
solutions.
K8
Principles of equal employment opportunities (EEO) and antidiscrimination legislation as they apply to individual employees.
© Department of Education and Training 2016
Version 1, March 2016
1.3, 1.4,
1.5
2.2, 2.4
1.1–1.7
2.1–2.3
3.1
1.1–1.4
1.1–1.5
2.1–2.4
Q4, Q5
1.1–1.7
2.1–2.3
3.1
1.1–1.4
2.1–2.5
1.1–1.4
2.1–2.4
Q5
2.1–2.3
1.2, 1.3
2.1–2.5
1.2–1.4
3.1
1.1, 1.3,
1.4
1.1, 1.5
2.3, 2.4
Q5
Page 18 of 36
1.1–1.7
2.1–2.3
3.1
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Related
question in
question
bank
Required knowledge
K9
Equipment used during picking and processing operations and the
precautions and procedures that should be followed.
Performance criteria for units of competency
as matched to the required skills and
knowledge
TLIA1207C TLIE307C TLIG707B TLII207D
Q3, Q5, Q6
1.3
2.1
K10 Housekeeping standards and procedures required in the workplace.
Q7
3.1
K11 Site layout and obstacles.
Q8
2.2, 2.3
K12 Basic communication techniques, including barriers to effective
communication and how to overcome them.
1.3,1.7
1.1–1.7
3.1
Q5, Q6
K13 Problems that may occur when picking and processing orders and
appropriate action to resolve these.
Q9
3.1–3.2
1.3, 1.4,
1.6
K14 Documentation and recording requirements when picking and
processing an order.
Q9
1.1
1.6
K15 Awareness of different cultural groups within Australia.
Q10
K16 Principles of being ‘culturally aware’.
Q10
K17 Typical cross-cultural misunderstandings and problems that can occur
in the workplace and appropriate ways of dealing with them.
3.1
1.3
2.1–2.3
3.1
Q3, Q10
K18 Products and/or services provided by the workplace.
Q2
1.1–1.3
2.1–2.8
K19 Types of operations carried out in the workplace.
Q3
2.1, 2.4
Page 19 of 36
1.1–1.4
2.2
1.1–1.5
2.3
1.1, 1.3,
1.4
2.3
1.4
2.3
2.1–2.5
1.2–1.3
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Related
question in
question
bank
Required knowledge
K20 Sources of information and documentation needed for workplace
operations.
Q9
Related
question in
question
bank
Required skills
S1
Communicating effectively and/or collaboratively with others when
dealing with customer queries and complaints, and picking orders in a
socially-diverse workplace.
Performance criteria for units of competency
as matched to the required skills and
knowledge
TLIA1207C TLIE307C TLIG707B TLII207D
1.1
3.2
1.7
Performance criteria for units of competency
as matched to the required skills and
knowledge
TLIA1207C TLIE307C TLIG707B TLII207D
Q1, Q2
1.1
2.2
Reading, interpreting and following operational instructions,
procedures, information and labels relevant to the provision of
customer service and prioritising work.
Q1
2.1–2.8
3.1–3.2
S3
Completing documentation and reports of enquiries related to the
provision of customer service.
Q1
3.2
S4
Operating electronic communication equipment to required protocol.
Q2
1.1
S5
Adapting appropriately to cultural differences in the workplace,
including modes of behaviour and interactions with others.
Q3
3.1
S2
© Department of Education and Training 2016
Version 1, March 2016
Page 20 of 36
1.2–1.4
1.1–1.7
2.1–2.3
1.1–1.4
1.1–1.5
2.1–2.4
1.4
1.1,1.6
1.4
1.4
1.5
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Related
question in
question
bank
Required skills
S6
Performance criteria for units of competency
as matched to the required skills and
knowledge
TLIA1207C TLIE307C TLIG707B TLII207D
Promptly reporting and/or rectifying any identified problems that may
arise when providing customer service and picking and processing
orders in accordance with regulatory requirements and workplace
procedures.
Q4
S7
Monitoring work activities in terms of a planned schedule.
Q5
2.8
S8
Modifying activities depending on differing operational contingencies,
risk situations and environments.
Q5, Q6
2.4–2.6
S9
Working systematically and applying precautions and required action
to minimise, control or eliminate hazards that may exist during work
activities, paying attention to detail without injury to self or others, or
damage to goods or equipment.
Q7
2.1–2.8
S10 Identifying relevant stock and goods coding and labelling, including
ADG and IMDG markings.
Q8
1.2
2.5
S11 Adapting appropriately to cultural differences in the workplace,
including modes of behaviours and interactions with others.
Q9
S12 Implementing contingency plans for unplanned events.
2.1–2.5
Q10, Q13
2.4
S13 Applying precautions and required action to minimise, control or
eliminate hazards that may exist.
Q11
1.3
2.1, 2.2, 2.3
S14 Operating and adapting to differences in equipment in accordance
with standard operating procedures.
Q12
1.3
Page 21 of 36
1.2–1.5
2.2–2.4
3.1
1.1–1.4
1.7
1.4
1.1–1.5
2.3
1.4
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Related
question in
question
bank
Required skills
Performance criteria for units of competency
as matched to the required skills and
knowledge
TLIA1207C TLIE307C TLIG707B TLII207D
S15 Selecting and using relevant equipment (including personal protective
equipment), and communications conforming to industry and OH&S
standards.
Q12
1.3
S16 Estimating the size, shape and special requirements of goods/loads.
Q12
2.5–2.8
© Department of Education and Training 2016
Version 1, March 2016
Page 22 of 36
1.3, 1.4
1.7, 2.3
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Interview Question Bank and Recording Documents – Customer Service Cluster 2
Units of competency
TLIA1707C
Apply product knowledge to organise work operations
TLIJ107C
Apply quality procedures
TLIJ207C
Apply quality systems
Note to the assessor
It is not mandatory for you to ask the candidate all the questions in this question bank. The candidate may have provided sufficient information to
demonstrate competence based on their self-assessment and documentary evidence. You will need to use your professional judgement as to which
questions you focus on at this stage of the assessment. You may choose to discuss a work task topic rather than ask a series of direct questions.
Record of interview
Candidate’s name
Assessor’s name
Interview only
How/where interview was
conducted
At an RTO’s premises
Demonstration/theory assessment
In the workplace
Page 23 of 36




Name: __________________________________
Name: __________________________________
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Interview Question Bank Customer Service Cluster 2 (knowledge-based questions)
Can the candidate satisfactorily answer and demonstrate the following?
Yes
No
Assessor’s
reference to
mapping document
Q1
List the Australian codes and/or regulations used in the workplace.


K1
Q2
Identify the OH&S and EPA procedures and guidelines used in the workplace.


K2
Q3
Discuss the workplace policies and procedures relevant to the application of product
knowledge.


K3
Q4
Identify the various work stations/areas/divisions and equipment within the workplace.


K4, K7, K9
Q5
Discuss where to access information on the various categories of products, including
their key characteristics and hazards and the special handling, stocking and storage
requirements.


K5, K6
Q6
Describe the documentation, inventory and record system for reordering and the
principles of just-in-time planning.


K7, K8
Q7
Describe the housekeeping standards and procedures, workplace layout and obstacles
in the workplace.


K9
Q8
Describe the workplace quality assurance and improvement principles.


K10
Q9
Who would you discuss the impact on your job performance in the workplace?


K11, K12
© Department of Education and Training 2016
Version 1, March 2016
Page 24 of 36
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Interview Question Bank Customer Service Cluster 1 (skill-based questions)
Can the candidate satisfactorily answer and demonstrate the following?
Yes
No
Assessor’s
reference to
mapping document
Q1
Explain three effective methods of communication used in the workplace with an
individual, team or group.


S1, S2, S3
Q2
Identify three workplace activities that require documentation to be completed.


S1, S4
Q3
Modify workplace activities to meet the quality assurance procedures depending on
differing operational contingencies, risk situations and environments.


S5
Q4
Work systematically with required attention to detail without injury to self or others, or
damage to goods or equipment.


S6
Q5
Follow the process for reporting and rectifying identified problems when conducting
workplace activities.


S7
Q6
Apply precautions and follow required action to minimise, control or eliminate hazards
in the workplace.


S8
Q7
Change workplace activities based upon unplanned events, eg change in the weather,
storms, lack of equipment.


S9
Q8
Work productively without injury to self or others.


S10
Q9
Adapt to different workplace activities when required, eg urgent orders, stocktake
preparation, special consignments.


S11
Q10 Use workplace technology by giving three examples and discussing the process behind
each piece of equipment.


S12
Page 25 of 36
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Yes
No
Assessor’s
reference to
mapping document
Q11 Explain when personal protective equipment (PPE) would be used and give three
examples.


S13
Q12 Plan, schedule, monitor, organise and estimate the size and shape and special
requirements of products and/or loads in line with workplace procedures.


S14
Q13 Apply fatigue management knowledge and techniques to workplace activities.


S15
Can the candidate satisfactorily answer and demonstrate the following?
Comments/observations
Assessor’s signature
Date
Candidate’s signature
Date
© Department of Education and Training 2016
Version 1, March 2016
Page 26 of 36
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Mapping of Assessment Tool – Customer Service Cluster 2
Units of competency – Customer Service Cluster 2
This matrix is a reference to see how units/elements of competency are assessed within this assessment tool. All the elements, performance criteria,
essential knowledge, essential skills and critical aspects of evidence within the competency units are cross-matched in this matrix.
TLIA1707C Apply product knowledge to organise work operations
The skills and knowledge required to apply product knowledge to the organisation of work operations, including identifying and categorising products,
matching products to locations based on specified criteria, and assisting individuals to solve stock identification and location problems.
TLIJ107C Apply quality procedures
The skills and knowledge required to apply quality procedures within work activities, including applying quality concepts to work planning and trialling
improvements in work processes and implementing improvements confirmed through the trials.
TLIJ207C Apply quality systems
The skills and knowledge required to apply quality systems in workplace operations, including working within a quality improvement system and using
quality improvement systems, tools and techniques in accordance with enterprise procedures.
Related
question in
question bank
Required knowledge
Performance criteria for units of
competency as matched to the
required skills and knowledge
TLIA1707C
K1
Australian codes and regulations relevant to workplace activities.
Q1
1.1, 2.1
3.1–3.4
4.1, 4.3, 4.4
K2
Relevant OH&S and environmental protection procedures and
guidelines.
Q2
1.1
2.1
4.1, 4.4
Page 27 of 36
TLIJ107C
TLIJ207C
1.2–1.3
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Related
question in
question bank
Required knowledge
K3
Workplace procedures and policies relevant to the application of product
knowledge and workplace operations.
K4
The operation of work systems, types of equipment, and storage areas
for different types of goods, management and site-operating systems.
K5
Information on various categories or groups of products including their
key characteristics and hazards and the special handling, stacking and
storage requirements for each.
K6
Strategies to seek out product knowledge information, destinations and
potential problems.
K7
Reordering procedures and just-in-time planning principles.
K8
Requirements for workplace documentation, inventory systems and
records.
© Department of Education and Training 2016
Version 1, March 2016
Page 28 of 36
Performance criteria for units of
competency as matched to the
required skills and knowledge
TLIA1707C
TLIJ107C
Q3
1.1
2.1, 2.2
3.1–3.4
4.1–4.4
5.1, 5.2
1.2–1.3
2.1–2.2
Q4
1.1, 2.2
3.2
4.1, 4.4
5.1
1.2
Q5
1.1
2.1, 2.2
3.1–3.4
4.2–4.4
1.1
Q5
2.2
3.1–3.4
4.2–4.4
5.2, 5.3
1.1
Q4, Q6
4.3,4.4
Q6
1.1
2.2–2.2
3.1–3.4
4.1–4.4
1.2
3.2
TLIJ207C
2.1–2.4
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Related
question in
question bank
Required knowledge
Performance criteria for units of
competency as matched to the
required skills and knowledge
TLIA1707C
K9
Workplace housekeeping standards and procedures, layout and
obstacles.
TLIJ107C
TLIJ207C
2.3–2.4
Q4, Q7
4.2
5.2
K10 Workplace quality assurance and improvement principles, tools and
procedures, including potential problems.
Q8
1.1
2.1–2.2
3.1–3.4
4.3, 4.4
5.1, 5.3
1.2
2.1–2.2
3.1
K11 Typical quality-related problems that may arise in work operations and
products, and related options for action and solutions, eg quality
improvement.
Q9
5.1–5.3
2.1–2.2
K12 Impact of job on enterprise and individual performance.
Q9
5.1–5.3
Page 29 of 36
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Related
question in
question bank
Required skills
Performance criteria for units of
competency as matched to the
required skills and knowledge
TLIA1707C
S1
Communicating effectively with others, working collaboratively and
completing documentation when applying quality procedures and standards,
as well as organising workplace activities.
S2
Interpreting and following operational instructions and prioritising work.
S3
Adapting appropriately to cultural differences in the workplace, including
modes of behaviour and interactions with others.
Q1, Q2, Q12
3.1–3.4
4.1, 4.4
5.2
Q1, Q12, Q13
1.1
2.1–2.2
3.1–3.4
4.1–4.4
5.1–5.3
Q1
3.3
5.3
Q2, Q12, Q13
1.1
2.1, 2.2
5.1–5.3
2.1
Q3
5.3
2.2
S4
Monitoring work activities in terms of quality procedures and standards and
taking appropriate action where required.
S5
Modifying quality assurance activities depending on differing operational
contingencies, risk situations and environments.
S6
Working systematically with required attention to detail without injury to self
or others, or damage to goods or equipment.
Q4, Q11, Q13
S7
Identifying and using equipment, processes and procedures required within
the context of the job concerned.
Q5, Q11
4.1
S8
Accessing, reading and interpreting product information, policies and
regulatory requirements relevant to workplace operations, procedures and
Q6
1.1
2.1, 2.2
© Department of Education and Training 2016
Version 1, March 2016
Page 30 of 36
TLIJ107C
4.1
TLIJ207C
1.1–1.2
2.1–2.4
2.4
5.1
1.1, 1.3
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Related
question in
question bank
Required skills
Performance criteria for units of
competency as matched to the
required skills and knowledge
TLIA1707C
standards.
TLIJ107C
3.1, 3.4
4.1
Q7
1.1
2.1, 2.2
3.1–3.4
4.4
Q8
1.1
3.1, 3.2
4.3
2.1–2.2
Q9, Q11
4.1
3.2
S12 Applying contingency plans for unanticipated situations that may occur
during the application and implementing of quality systems.
Q10
3.3
5.2, 5.3
2.2
S13 Applying precautions and following required action to minimise, control or
eliminate hazards that may exist during the application and implementation
of quality systems.
Q13
S9
TLIJ207C
Using information on products/stock to determine, plan and organise
processes used for receival storage, goods movement, despatch, stock
levels and reordering.
S10 operating and adapting to differences in products, services and equipment
in accordance with standard operating procedures.
S11 Organising and monitoring the use of personal protective equipment,
conforming to industry and OH&S standards.
Page 31 of 36
5.3
1.1–1.2
2.3
2.1, 2.2
2.3
2.4
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
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© Department of Education and Training 2016
Version 1, March 2016
Page 32 of 36
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Third Party Evidence Report (Customer Service clusters)
TLI30107 Certificate III in Transport and Logistics (Warehousing and Storage)
Candidate’s name
Third party evidence
provided by
Relationship to candidate
Unit(s) of competency
Evidence collected
TLIA1207C
Pick and process orders
TLIE307C
Participate in basic workplace communication
TLIG707B
Work in a socially diverse environment
TLII207D
Apply customer service skills
TLIA1707C
Apply product knowledge to organise work operations
TLIJ107C
Apply quality procedures
TLIJ207C
Apply quality systems
Interview at the workplace

Interview on the telephone

Interview conducted by
Instructions
As part of the assessment for the TL30107 Certificate III in Transport and Logistics (Warehousing and Storage), evidence is sought to
support a judgement about the candidate’s competence. A letter of support from the organisation validating a range of tasks that the
candidate has successfully completed would be useful in identifying competency.
Page 33 of 36
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Third Party
Assessor Observation Comments
Does the candidate consistently:
Yes
No
NA
locate, follow and interpret the appropriate
Australian codes and regulations as applicable to
the workplace, eg OH&S, EEO, dangerous and
hazardous goods, picking and processing orders,
product knowledge?



effectively communicate with others in the
workplace, including communicating information
about routine tasks, events or skills and
participating in group discussions to achieve
appropriate work outcomes?



apply appropriate problem-solving skills and actions
that may occur, including documentation and
recording requirements using basic communication
techniques?



identify and interpret three forms of workplace
documentation, eg OH&S, stock identification,
organisational structure, damaged/contaminated
goods, customer service?




identify typical quality-related problems and follow
the housekeeping procedures in the workplace?




identify and report incident, accident, evacuation,
emergency situations and personal wellbeing
situations, eg sexual harassment, fatigue
management, bullying?







© Department of Education and Training 2016
Version 1, March 2016
Page 34 of 36
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
Third Party
Assessor Observation Comments
Does the candidate consistently:
Yes
No
NA

understand the site layout and obstacles, and the
impact of job enterprise and individual performance
within those areas?




read, interpret and follow the workplace operational
instructions, information and relevant stock and
goods coding and labelling (eg ADG and IMDG)
related to the provision of customer service
procedures, when dealing with customer queries,
complaints and product knowledge?



identify and use the appropriate communication
equipment while working systematically and apply
precautions and follow required action to minimise,
control or eliminate hazards that may exist during
work activities?



interpret, follow, modify, prioritise and monitor work
activities in terms of a planned schedule, depending
on differing operational contingencies, risk
situations and environments?





Comments
Third-party’s signature
Date
Candidate’s signature
Date
Assessor’s signature
Date
Page 35 of 36
© Department of Education and Training 2016
Version 1, March 2016
TLI30107 Certificate III in Transport and Logistics (Warehouse and Storage)
RPL Assessment Tool Kit
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© Department of Education and Training 2016
Version 1, March 2016
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