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STANDARD KEMAHIRAN PEKERJAAN KEBANGSAAN (NATIONAL OCCUPATIONAL SKILL STANDARD)
LOGISTICS OPERATION ADMINISTRATION LEVEL 4
JPK
Jabatan Pembangunan Kemahiran Kementerian Sumber Manusia, Malaysia
1
TABLE OF CONTENTS
1. INTRODUCTION 1
2. EXISTING OCCUPATIONAL STRUCTURE 3
3. DEFINITION OF COMPETENCY LEVELS 4
4. AWARD OF CERTIFICATE 5
5. JOB COMPETENCIES 5
6. WORKING CONDITIONS 5
7. EMPLOYMENT PROSPECTS 5
8. CAREER ADVANCEMENT 6
9. SOURCES OF ADDITIONAL INFORMATION 6
10. ACKNOWLEDGEMENT 6
11. COMMITTEE MEMBERS FOR DEVELOPMENT OF STANDARD PRACTICE (SP), COMPETENCY
PROFILE CHART (CPC), COMPETENCY PROFILE (CP)AND CURRICULUM of COMPETENCY
UNIT (CoCU) 11
COMPETENCY PROFILE CHART (CPC) 12
COMPETENCY PROFILE (CP) 13
CURRICULUM of COMPETENCY UNIT (CoCU) 33
1. LOGISTICS CUSTOMER RELATIONS MANAGEMENT 33
2. LOGISTICS RESOURCES MANAGEMENT 42
3. CARGO DISTRIBUTION MANAGEMENT 52
4. TRACKING & TRACING SYSTEM OPERATION MANAGEMENT 60
5. WAREHOUSE INVENTORY MANAGEMENT 65
6. LOGISTICS SAFETY & SECURITY MANAGEMENT 73
7. CARGO CONSOLIDATION MANAGEMENT 84
TRAINING HOURS SUMMARY 91
ABBREVIATIONS 92
1
STANDARD PRACTICE
NATIONAL OCCUPATIONAL SKILLS STANDARD (NOSS) FOR
LOGISTICS OPERATION ADMINISTRATION
LEVEL 4
1. INTRODUCTION
Logistics can be defined as the process of planning, implementing, and controlling
procedures for the efficient and effective transportation and storage of goods including
services, and related information from the point of origin to the point of consumption for
the purpose of conforming to customer requirements. This definition includes inbound,
outbound, internal, and external movements.1
The functional areas of logistics services include a diverse range that extend from
transport, handling and storage of products through standardized courier, express and
parcel services to customer-specific logistics solutions. As a result of these activities,
goods can be delivered directly to a customer in precisely the required order and at
exactly the right time. Globally networked logistics service providers also offer first class
specialized solutions for the logistics of large events or for the temperature-controlled
shipments of exotic fruits and pharmaceutical products.
The Malaysian logistic industry encompasses mainly two primary sub sectors which are
transport service providers and logistic service providers. The transport service
providers include transport operators of air, sea, road and rail, multimodal operators,
and terminal operators. Logistic service providers, on the other hand, consist of
facilitation services (such as freight forwarders, customs brokers, ship brokers, shipping
agents, consolidators, and non-vessel operating common carriers), distribution services
(warehousing and transportation, inventory management, and domestic and regional
distribution and courier companies), integrated logistic services (third party logistic
providers and lead logistic providers (4PLs)), and business support services (ICT
service providers, banking and insurance, education and training, equipment handling,
maintenance and repairs, and security).
Logistics has been identified as one of the eight strategic services sub-sectors for
Malaysia to attain global competitiveness in the Industrial Master Plan (2006 - 2020).
The plan targets to achieve an overall growth of 8.6% during the plan’s period,
contributions to GDP of 12.1% by 2020 along with the focus to increase the volume of
total marine cargo, air cargo trade and land cargo volume by 2020.2 Malaysia has
developed logistic initiatives to make the country a logistic hub in the region such as the
setting up of the Malaysia Logistics Council (MLC) in February 2007 and various tax
exemption incentives. The council acts as a focal point for the overall coordination of
strategies, policies, rules and regulations for the logistic sector.
The demand drivers for logistics services and facilities in Malaysia such as industrial
parks, free zones and warehouses/depots are manifold. In essence, the demand stems
1 CSCMP glossary http://cscmp.org/sites/default/files/user_uploads/resources/downloads/glossary-2013.pdf 2Third Industrial Master Plan (2006 – 2020)
2
The demand drivers for logistics services and facilities in Malaysia such as industrial
parks, free zones and warehouses/depots are manifold. In essence, the demand stems
from the need for companies to be competitive and thrive in their marketplace by
delivering the right products, in the right quantity, to the right place, at the right time, and
at the lowest cost possible. Thus, logistics service providers play a crucial role in
enabling the smooth, safe and cost efficient movement of goods and resources along
this ecosystem.
Despite having good transport infrastructures which include excellent ports, airports and
highways to support logistic industry, Malaysia needs to enhance and improve in many
areas to realise the initiative of making the country a logistic hub. The primary need of
the industry is adequate supply of highly competent workforce who can serve higher-
end clients by introducing new services and bringing innovative solutions. To this end, it
is important for the industry players to pay attention to invest in human resource
development as one of the key areas in their business expansion. To attract the best
minds and skilled talents, the level of professionalism in the industry should be
enhanced.
1.1 Occupational Overview
Logistics Operation Administration (Level 4) personnel manage customer relation,
resources, cargo distribution, tracking & tracing system, warehouse inventory control
and cargo consolidation. All these functional areas are carried out in accordance with
customs regulatory requirements and in adherence to safety and security requirements.
1.2 Justification and Rationale for NOSS Development
NOSS for the areas of Forwarding Operations, Warehousing and Distribution as well as
Courier Operations have been developed. This NOSS integrates all these job areas into
a single NOSS to specify the competencies required for personnel involved in providing
integrated logistics services. Logistics Administration Level 4 specifies competencies
which are one level higher than Logistics Operation Supervision Level 3 in the
Occupational Area Structure.
The demands for qualified and experienced Logistics Operations personnel are
presently high and may increase in the near future. Thus, the development of this NOSS
is essential for the industry to have specific guidelines and standards based on the level
of competencies that have been set by the industrial experts in this field.
1.3 Regulatory Requirements
The main regulatory requirements governing logistics operation in Malaysia are
stipulated in the Customs Act 1967 and Customs Regulations 1977. Other than these
regulatory legislations, logistics operation has to abide by other international regulations
such as IATA Dangerous Goods Regulations (DGR), Customs-Trade Partnership
Against Terrorism (C-TPAT) requirements, International Maritime Organisation (IMO)
Code and Food Defence Guidelines depending on the country of origin or destination
3
2. EXISTING OCCUPATIONAL STRUCTURE
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR
INTEGRATED LOGISTIC SERVICES PROVIDER
JOB AREA Forwarding
Warehouse & Transportation
Inventory Management
Domestic & Regional
Distribution
Courier Services
L5 Forwarding Operations Manager
Logistics Manager
Inventory Manager
Distribution Manager
Courier Services Manager
L4 Forwarding Operations Executive
Logistics Executive
Inventory Executive
Distribution Executive
Courier Services Executive
L3 Forwarding Operations Supervisor
Logistics Supervisor
Inventory Supervisor
Distribution Supervisor
Courier Services
Supervisor
L2 Forwarding Operations Coordinator
Logistics Technician
Data Inventory
Clerk
Distribution Senior Clerk
Dispatch Senior Clerk
L1 Forwarding Operations
Clerk Material Handler
Fig. 1.1 Existing Occupational Structure for Integrated Logistics Services Provider Sub-sector in Malaysia
Proposed Occupational Area Structure
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR
INTEGRATED LOGISTIC SERVICES PROVIDER
JOB AREA Forwarding
Warehouse & Transportation
Inventory Management
Domestic & Regional
Distribution
Courier Services
Logistics
L5 Forwarding
Operations & Management
Warehouse & Distribution Service Management
Courier Service
Operation Management
Logistics Operation
Management
L4 Forwarding Operations
Warehouse & Distribution Operation Management
Courier Service
Operation Management
Logistics Operation
Administration
L3 Forwarding Operations
Warehouse & Distribution Operation Courier Service
Operation
Logistics Operation
Supervision
L2 Forwarding Operations
No Level No Level Logistics Operation
L1 No Level No Level No Level No Level
Fig. 1.1 Occupational Area Structure (OAS) for Integrated Logistics Services Provider Sub-sector in Malaysia
4
3. DEFINITION OF COMPETENCY LEVELS
The NOSS is developed for various occupational areas. Candidates for certification
must be assessed and trained at certain levels to substantiate competencies. Below is a
guideline of each NOSS Level as defined by the Department of Skills Development,
Ministry of Human Resources, Malaysia.
Level 1
Competent in performing a range of varied
work activities, most of which are routine and
predictable.
Level 2
Competent in performing a significant range
of varied work activities, performed in a
variety of contexts. Some of the activities are
non-routine and required individual
responsibility and autonomy.
Level Competent in performing a broad range of
varied work activities, performed in a variety
of contexts, most of which are complex and
non-routine. There is considerable
responsibility and autonomy and control or
guidance of others is often required.
Level 4
Competent in performing a broad range of
complex technical or professional work
activities performed in a wide variety of
contexts and with a substantial degree of
personal responsibility and autonomy.
Responsibility for the work of others and
allocation of resources is often present.
Level 5 Competent in applying a significant range of
fundamental principles and complex
techniques across a wide and often
unpredictable variety of contexts. Very
substantial personal autonomy and often
significant responsibility for the work of
others and for the allocation of substantial
resources features strongly, as do personal
accountabilities for analysis, diagnosis,
planning, execution and evaluation.
5
4. AWARD OF CERTIFICATE
Candidates, after being assessed and verified as having fulfilled the Malaysian Skills
Certification requirements, shall be awarded with Sijil Kemahiran Malaysia (SKM) for
Logistics Operation Level 3.
5. JOB COMPETENCIES
Logistics Operation personnel Level 2 are competent in the following core competencies:
Logistics Customer Relation Management
Logistics Resources Management
Cargo Distribution Management
Tracking & Tracing System Operation Management
Warehouse Inventory Management
Logistics Safety & Security Management
Cargo Consolidation Management
6. WORKING CONDITIONS
Generally, Logistics Operations personnel work according to normal working hours from
morning to evening depending on the organisation’s nature of business. They may be
required to work extra hours to fulfil internal and external requirements. They may also
be needed to work in shift to accommodate work requirements and to cater to the time
difference in global counterpart scheduling. Logistics operation personnel work
individually or in a modular group in different working environment depending on the
type of logistic operation activities. They may work in conducive air-conditioned offices,
in warehouses or on site at the customs or port location. In addition, safety and security
measures have to be applied in carrying out the various logistics operation activities
such as warehousing and transport movement coordination.
7. EMPLOYMENT PROSPECTS
The demands for qualified and experienced Logistics Operations personnel are
presently high and may increase in the near future. The introduction of several
initiatives such as the Government Transformation Programme and the Economic
Transformation Programme provided a business environment which is conducive for the
logistics market
Thus there are excellent employment prospects in the logistics services industry both in
the private and public sectors. The industry also has very good job market potential
abroad for skilled personnel due to a shortage of such highly skilled personnel in this
region. Among the industries with excellent prospects in relation to logistics operation
are Supply Chain, Distribution and Transportation, Industrial Manufacturing,
Forwarding, Warehousing and Courier.
Related occupations with respect to employment opportunities are:
Logistics Executive
Courier Service Executive
6
Forwarding Executive
Distribution Executive
Other related industries with respect to employment opportunities are:
Electrical and Electronics
Automotive
Machinery and Equipment
Pharmaceutical
Business and Professional
Third Party & Fourth Party Logistics Service Providers
8. CAREER ADVANCEMENT
Candidates are trained in both public and private training institutions. The basic
qualifications for Logistics Operation Supervision personnel are those who have
completed SKM Level 3. Candidates who have completed Level 3 are eligible to
continue to Level 4.
The capabilities of the workforce can be enhanced through among others, re-training
and life-long learning of the personnel, to meet short and long term needs of the
industry in specific areas of technical, commercial and operational skills
9. SOURCES OF ADDITIONAL INFORMATION
9.1 NATIONAL
MINISTRY OF INTERNATIONAL TRADE AND INDUSTRY (MITI)
Block 10, Government Offices Complex,
Jalan Duta, 50622 Kuala Lumpur, Malaysia
Tel: +603-6200 0000
Fax: +603-6201 2337
Email: [email protected]
Website: www.miti.gov.my
MALAYSIA INSTITUTE OF TRANSPORT (MITRANS)
Universiti Teknologi Mara (UITM)
40450 Shah Alam
Selangor
TEL : 03-5544 2343/2348/2351
FAX : 03-5544 2344
EMAIL: [email protected]
FEDERATION OF MALAYSIAN FREIGHT FORWARDERS (FMFF)
No. 23 Jalan Cemerlang,
42000 Port Klang, Selangor Darul Ehsan.
Tel : +603-3165 3082 Fax : +603-3165 3081 Website: www.fmff.net
7
ROYAL MALAYSIAN CUSTOMS DEPARTMENT
Kompleks Kementerian Kewangan
No. 2, PersiaranPerdana, Presint 3
62596 Putrajaya
Tel: +603-8882 2100
Website: www.customs.gov.my
Mail PORT KLANG AUTHORITY
Bag Service 202,
Jalan Pelabuhan Utara,
42005 Port Klang
Call Centre: +603 - 3168 8211,
Fax: +603 - 3168 7626
Website: www.pka.gov.my
MINISTRY OF TRANSPORT
Blok D5, Kompleks D,
Pusat Pentadbiran Kerajaan Persekutuan
62616 Putrajaya, Malaysia.
Tel: +603-8886 6000,
Fax: +603-8889 1569
Website: www.mot.gov.my
ASSOCIATION OF MALAYSIAN HAULIERS (AMH)
c/o Konsortium Logistik Berhad
Lot 6, Jalan Sultan Mohamed 3,
Kawasan Perindustrian, Bandar Sultan Suleiman,
42000 Pelabuhan Klang, Selangor Darul Ehsan.
Tel : +603-3176 3676,
Fax : +603-3176 4676
Email : [email protected]
Website: www.amh.org.my
FEDERATION OF MALAYSIAN PORT OPERATING COMPANIES (FMPOC)
c/o Northport (Malaysia) Bhd
JalanPelabuhan Utara Pelabuhan Utara
42000 Port Klang
Tel: +603-3169 8888
Fax: +603-3169 8793
Website: www.malaysianports.com.my
8
AIRFREIGHT FORWARDERS ASSOCIATION OF MALAYSIA (AFAM)
16B, 2nd Floor, Jalan Kemuja Bangsar Utama, 59000 Kuala Lumpur, Malaysia Tel : +603 - 2284 2000 Fax: +603 - 2287 2592 Website: www.afam.org.my
LAND PUBLIC TRANSPORT COMMISSION (SPAD)
Level 19, 1 Sentral, Jalan Travers,
Kuala Lumpur Sentral,
50470, Kuala Lumpur, Malaysia.
Tel: +603 - 2268 5782,
Fax: +603 - 2272 3744
Website: www.spad.gov.my
9.2 INTERNATIONAL
WORLD CUSTOMS ORGANIZATION
Rue du Marché, 30
B-1210 Brussels
Belgium
Tel : +32 (0)2 209 92 11
Fax :: +32 (0)2 209 92 62
Website: www.wcoomd.org
INTERNATIONAL ASSOCIATION OF LOGISTICS PROFESSIONAL
Room 10-22, Qijiayuan Diplomatic Apartment,
9 Jiangguomenwai Avenue, Beijing, China
Post Code: 100060
Tel: 86 10-8681 6666
Fax: 86 10-8532 5545
Email: [email protected]
Website: www.enterlogistics.org
INTERNATIONAL WAREHOUSE LOGISTIC ASSOCIATION (IWLA)
2800 S River Rd # 260 Des Plaines,
IL 60018, United States
Tel: (847) 813-4699
Website: www.iwla.com
INTERNATIONAL ASSOCIATION OF REFRIGERATED WAREHOUSES
1500 King Street #201
Alexandria, VA 22314, United States
Tel: +1 703-373-4300
Website: www.iarw.org
9
INTERNATIONAL SOCIETY OF LOGISTIC (SOLE)
14625 Baltimore Avenue, Suite 303
Laurel, Maryland 20707-4902 USA
Tel: (301) 459-8446
Fax: (301) 459-1522
Email: [email protected]
Web: www.sole.org
GLOBAL LOGISTICS ASSOCIATES (GLA) – EBC
(A Global Network of International Freight Forwarders)
Elektroweg 11, 2nd Floor, unit V/36
P.O Box 73033, 3005 LA Rotterdam
The Netherlands
Tel: +31 10 422 9370
Fax: +31 10 422 9854
Email: [email protected]
Website: www.glanetwork.com
COUNCIL OF SUPPLY CHAIN MANAGEMENT PROFESSIONALS
333 East Butterfield Road, Suite 140
Lombard, Illinois 60148
United States
Tel: +16305740985
Fax: +16305740989
Email: [email protected]
Website: www.cscmp.org
INTERNATIONAL AIR TRANSPORT ASSOCIATION (IATA)
ATA Regional Office for Asia/Pacific,
Triple One Somerset, 111 Somerset Road,
14th Floor, Unit 5,
Singapore - 238164
Tel: +65 6438 4555
Fax : +65 6438 4666
Website: www.iata.org.
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10. ACKNOWLEDGEMENT
The Director General of DSD would like to extend his appreciation to the organisations
and individuals who have been involved in developing this standard; especially
members of the Standard Technical Evaluation Committee (STEC) for validating this
document.
STANDARD TECHNICAL EVALUATION COMMITTEE
LOGISTICS OPERATION ADMINISTRATION LEVEL 4
1. Ahmad Nazim bin Jamaludin Logistics Manager Schenker Logistics (Malaysia) Sdn Bhd
2. En. Jookaplee Bin Shaaibon Yamato Transport (M) Sdn. Bhd.
CHAIRMAN
1. En Abd Halim bin Hasan Principal Assistant Directpr DSD, Cyberjaya, Selangpr
STEC OFFICER
1. Puan Zeti Akhtar binti Mohamad Skills Development Officer DSD, Cyberjaya, Selangor
11
11. COMMITTEE MEMBERS FOR DEVELOPMENT OF STANDARD PRACTICE (SP), COMPETENCY PROFILE CHART (CPC), COMPETENCY PROFILE (CP) AND CURRICULUM of COMPETENCY UNIT (CoCU)
LOGISTICS OPERATION ADMINISTRATION – LEVEL 4
PANEL
1. Mahanom binti Jailani Coordinator Freight Resources Services
2. Darleena Abdullah General Logistic & Forwarding Operation Manager Freight Resources & Services (M) Sdn Bhd
3. Julian Simon Koenen Logistic Senior Manager Panalpina Transport (Malaysia) Sdn Bhd
4. Shaifful Bahari b Bahar Logistic Operation Manager Richbill Freight Services Sdn Bhd
5. Vijaisvarian Subramaniam Director Shimetsu -F- Express (M) Sdn Bhd
6. Lau Keng Sin Logistic General Manager Infinity Logistic & Transport Sdn Bhd
7. Zainuddin Anuar Senior Logistic Executive JIM Project & Expo Logistic (M) Sdn Bhd
8. Nurashikin Ahmad Logistic Department Head YCH Distripark Sdn Bhd
9. Salmah Leman Forwarding Manager Schenker Logistics Malaysia Sdn Bhd
FACILITATOR
1. Pn Nabilah Ooi Abdullah Edusure Sdn Bhd
12
COMPETENCY PROFILE CHART (CPC)
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR INTEGRATED LOGISTICS SERVICES PROVIDER
JOB AREA LOGISTICS
NOSS TITLE LOGISTICS OPERATION ADMINISTRATION
JOB LEVEL FOUR (4) NOSS CODE
COMPETENCY COMPETENCY UNIT
CORE
LOGISTICS CUSTOMER RELATION
MANAGEMENT
LOGISTICS RESOURCES
MANAGEMENT
CARGO DISTRIBUTION MANAGEMENT
TRACKING & TRACING SYSTEM
OPERATION MANAGEMENT
IL-013-4:2014-C01 IL-013-4:2014-C02 IL-013-4:2014-C03 IL-013-4:2014-C04
WAREHOUSE INVENTORY
MANAGEMENT
LOGISTICS SAFETY & SECURITY
MANAGEMENT
CARGO CONSOLIDATION
MANAGEMENT
IL-013-4:2014-C05 IL-013-4:2014-C06 IL-013-4:2014-C07
13
COMPETENCY PROFILE (CP)
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR INTEGRATED LOGISTICS SERVICES PROVIDER
JOB AREA LOGISTICS
NOSS TITLE LOGISTICS OPERATION ADMINISTRATION
LEVEL FOUR (4) NOSS CODE
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
1. Logistics Customer Relations Management
IL-013-4:2014-C01
Logistics Customer Relations Management describes the competencies required to provide logistics services that optimise customers’ satisfaction and establish relationship that impacts customer retention level. The person who is competent in this CU shall be able to assess customer needs, design logistics solution, present logistics solution, offer potential logistics services, resolve customer complaints and evaluate customer relation services effectiveness. The outcome of this competency is the delivery of outstanding customer services which helps to build long term customer loyalty and ensure business profitability.
1. Assess customer needs
2. Design logistics solution
1.1 Customer information and details accessed from database according to company guidelines
1.2 Customer enquires attended in an appropriate manner according to company customer charter
1.3 Customer requirements and preference determined and assessed to assist in designing logistics solution
1.4 Effective communication skills (such as listening and questioning skills) applied to determine customer needs
. 2.1 Variety of company logistics
services considered and assessed to meet customer’s needs
2.2 Key features and advantages of logistics solutions identified in
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
3. Propose logistics solution
4. Offer potential logistics services
relation to customer’s needs 2.3 Most effective solution
selected to achieve quality, time and cost specifications of customer
2.4 Quotation prepared in an accurate and timely manner
3.1 Logistics solutions and
alternatives reviewed to ensure familiarity and accuracy
3.2 Presentation aids identified, organised and utilised to enhance customer’s understanding of how proposed solution is aligned with identified needs
3.3 Appropriate verbal and non-verbal language applied to create positive rapport with customers
3.4 Presentation adjusted to meet needs and preferences of customers, if applicable
3.5 Key features and advantages of logistics solutions explained in relation to identified customer’s needs
4.1 Opportunity to promote
other potential services to customer assessed
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
5. Resolve customer complaints
according to customer’s needs and records evaluation
4.2 Potential company logistics services identified and assessed
4.3 Potential logistics services information communicated clearly to customer in a convincing manner.
5.1 Type (such as delay in customs clearance and delivery, missing documents) and cause of customer complaints identified according to SOP.
5.2 Customer complaints evaluated and investigated using analytical methods
5.3 Customer complaints handling monitored according to company guidelines
5.4 Solutions proposed and implemented to resolve complex customer complaints according to company guidelines, if applicable
5.5 Customer updated on actions taken and status in a timely manner
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
6. Evaluate customer relation services
effectiveness
6.1 Appropriate method of measuring customer service effectiveness used according to company guidelines
6.2 Customer’s feedback, satisfaction level and response time analysed and recorded for improvement in providing customer service
6.3 Recommendations proposed to enhance customer service and to prevent recurrence of customer complaints
6.4 Advice and guidance provided to supervisors and subordinates to improve service quality
6.5 Training needs to enhance supervisors and subordinates’ competency level submitted to HR for further action
6.6 Customer relation management report prepared in an accurate and timely manner
2. Logistics Resources Management
IL-013-4:2014-C02
Logistics Resources Management describes the competencies required to manage resources in accordance with planned business strategies. It includes analysing, planning, allocating
1. Analyse logistics resources requirements
1.1 Type of logistics services offered determined to assist in resources planning
1.2 Regulatory requirements and industry standards confirmed to ensure
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
and monitoring resources mobility to ensure optimum resource deployment. Resources include manpower, tools, equipment and materials and financial resources. . The person who is competent in this CU shall be able to analyse logistics resources requirements, prepare and execute resources plan, and evaluate resources plan effectiveness. The outcome of this competency is efficient and effective deployment of resources to ensure business sustainability and profitability.
2. Prepare resources plan
compliance 1.3 Transport and equipment
requirements analysed based on types of logistic services offered and customer requirements
1.4 Warehouse requirements (including location and capacity) analysed based on logistics services offered and customer requirements
1.5 Competent workforce requirements analysed based on types of logistics services and customer requirements
1.6 Operational budget analysed to assist in resources planning
1.7 Opportunities for sharing resources across business units identified to ensure optimal use of resources
2.1 Adequacy of operational
budget ascertained to ensure feasibility of resource plan
2.2 Breakdown cost for all resources required finalised based on allocation in operational budget
2.3 Internal resourcing capabilities and external outsourcing requirements
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
3. Execute resources plan 4. Evaluate resources plan effectiveness
identified according to company guidelines
2.4 Procurement requirements ascertained according to company guidelines
2.5 Approval for resource plan obtained from senior management prior to implementation
3.1 Procurement executed
according to company standard operating procedure
3.2 Resources delegated and transferred in accordance with resource plan
3.3 Monitoring system established and implemented to enable timely and accurate monitoring and review of resources usage
3.4 Setbacks in delegation and transfer of resources resolved according to company standard operating procedure
3.5 Efficient use of technology incorporated into resources management practices
4.1 Procedures to review
resource allocation against resource plan and business
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
unit objectives developed and implemented according to company standard operating procedure
4.1 Compliance with resource plan and business unit objectives monitored
4.2 Variances from resource plan investigated to identify root cause
4.3 Corrective actions recommended and initiated, if applicable, to ensure business target and customer requirements are met
4.4 Resources management reports prepared in an accurate and timely manner
3. Cargo Distribution Management
IL-013-4:2014-C03
Cargo Distribution Management describes competencies required to manage inbound and outbound cargo distribution activities starting from cargo movement notification until proof of delivery. Efficient and effective management ensures that all cargo will be delivered to the destination as per customer requirements. The person who is competent in this CU shall be able to prepare cargo distribution plan,
1. Prepare cargo distribution plan
1.1 Inbound cargo information (such as weight, volume, place of delivery) determined as per shipping documents
1.2 Pre-alert received from overseas associates acknowledged and informed to related parties
1.3 Outbound cargo information (such as weight, volume, place of delivery) determined as per goods movement notification/ distribution instructions received from customer/ shipping
20
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
coordinate cargo distribution and evaluate cargo distribution effectiveness. The outcome of this competency is efficient inbound and outbound cargo distribution in accordance with regulatory requirements and company’s Standard Operating Procedure (SOP)
2. Coordinate cargo distribution
department 1.4 Transport capacity required
determined based on cargo information
1.5 Cargo special requirements (such as racking, cold room, refrigeration, cage and security room), determined according to type of cargo
1.6 Loading capacity optimised to minimise cost
1.7 Transport type determined as per shipping details
1.8 Distribution route mapped and scheduled to maximise delivery efficiency
1.9 Cargo space allocated according to cargo requirements
2.1 Cargo distribution briefing
conducted in a professional manner according to company standard operating procedures
2.2 Customer pre-alerted regarding distribution details
2.3 Cargo distribution activities monitored for compliance with distribution plan
2.4 Cargo distribution setback identified and resolved, if applicable, according to standard operating procedures
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
3. Evaluate cargo distribution
effectiveness
2.5 Cargo distribution activities monitored for compliance with safety and security regulatory requirements and industry standards
2.6 Guidance and assistance provided, if applicable, according to company guidelines
3.1 Cargo distribution
effectiveness measured according to standard operating procedures
3.2 Non-compliance investigated, if applicable, to identify root causes
3.3 Corrective actions recommended to rectify non-compliance
3.4 Cargo distribution management report prepared in an accurate and timely manner
4. Tracking & Tracing System Operation Management
IL-013-4:2014-C04
Tracking & Tracing System Operation Management describes the competencies required to manage the process of monitoring cargo movement by using technology that enables cargo delivery status to be determined. Efficient tracking & tracing enable corrective actions to be taken in cases of
1. Identify cargo tracking & tracing system operation requirements
1.1 Shipping documents completeness verified according to checklist
1.2 Cargo tracking and tracing system and devices determined according to safety and security regulatory requirements and company guidelines
22
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
discrepancies. It also enhances customer’s confidence in engaging the company as a logistics service provider. The person who is competent in this CU shall be able to identify cargo tracking & tracing system operation requirements, monitor cargo tracking & tracing activities, analyse tracking & tracing data records and • implement tracking & tracing improvement opportunities. The outcome of this competency is to ensure efficient tracking and traceability of cargo movement from receiving point until successful delivery. I
2. Monitor cargo tracking & tracing operation
3. Analyse tracking & tracing data records
4. Implement tracking & tracing improvement opportunities
2.1 Tracking and tracing activities monitored according to customer requirements and company standard operating procedures
2.2 Problems during transit identified and appropriate actions initiated to address the problems according to standard operating procedures
2.3 Customer updated on shipment progress and any action taken to address unexpected discrepancies
3.1 Tracking & tracing data
analysed to identify trends 3.2 Major tracking and tracing
improvement opportunities identified for continual improvement
3.3 Tracking & tracing system efficiency and effectiveness evaluated and documented for future planning
4.1 Improvement
opportunities prioritised and feedback from stakeholders obtained as input for action plan
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CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
4.2 Improvement opportunities executed according to action plan
4.3 Effectiveness of improvement opportunities evaluated to assist in future planning
5. Warehouse Inventory Management
IL-013-4:2014-C05
Warehouse Inventory Management describes the competencies required to manage practices and processes employed to safeguard and control inventory level in the warehouse of a logistics company. Personnel in charge shall ensure sound inventory management principles such as goods issued from warehouse are based on “First In First Out” basis and different classes or type of goods are stored according to their respective classifications. The person who is competent in this CU shall be able to plan warehouse inventory management activities, assess warehouse stock status, organise warehouse inventory stock check, reconcile inventory data and prepare inventory management report. The outcome of this competency
1. Plan warehouse inventory management activities
2. Assess warehouse stock status
1.1 Warehouse space organised to optimise storage capacity
1.2 Warehouse personnel roles and responsibilities clearly defined and communicated
1.3 Work instruction and standard operating procedures established to ensure smooth and efficient warehouse operations
1.4 Proper segregation of duties and effective internal control system established
2.1 Inventory count criteria
determined according to inventory guidelines
2.2 Stock listing verified according to inventory audit procedure.
2.3 Current warehouse inventory status verified against inventory records
24
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
is to ensure efficient warehouse inventory control operation that will enhance service levels for internal and external customers as well as safeguard the integrity of the goods in accordance with company Standard Operating Procedure (SOP).
3. Organise warehouse inventory stock
check
2.4 Inventory stock records analysed to determine stock records accuracy and discrepancy level
2.5 Stock discrepancy investigated to identify causes
2.6 Recommendations to address discrepancy proposed to management for further actions
2.7 Stock ageing report extracted from warehouse management system
2.8 Inventory management system and technology used according to company guidelines
3.1 Type of stock check (such
as periodic cycle count, stock check with partially provided information, blind count) determined according to company inventory schedule
3.2 Warehouse resources (equipment and manpower) organised and inventory stock check schedule prepared according to company procedures
3.3 Warehouse staff assigned according to competency
25
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
4. Reconcile inventory data
level and job description 3.4 Stock check briefing
(covering cut off documents, segregation of third party stocks, segregation of damaged or rejected stocks, counter and recorder responsibilities, stock re-count and reconciliation) carried out to ensure efficient stock check operation
3.5 Stock check activities monitored to ensure compliance with inventory procedures and regulatory requirements
4.1 Stock inventory reports
reviewed periodically as per standard operating procedures
4.2 Stock ageing report reviewed and customer advised of any slow moving stock on stock shelf life expiry and deterioration in quality
4.3 Stock in-hand cross matched against inventory records and related documents (such as delivery order) to determine stock accuracy and
26
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
5. Prepare warehouse inventory management report
discrepancy 4.4 Discrepancies investigated
to identify causes, if applicable and suggestion recommended to rectify discrepancies
4.5 Inventory data adjusted to reconcile inventory records upon management approval according to inventory control procedures
5.1 Updated warehouse
inventory status verified according to standard operating procedure
5.2 Inventory management performance effectiveness documented and reported for continual improvement
5.3 Warehouse inventory operation report produced and submitted in an accurate and timely manner
5.4 Warehouse management system utilised according to company procedure
6. Logistics Safety & Security Management
IL-013-4:2014-C06
Logistics Safety & Security Management describes the competencies required to plan and implement safety & security measures in compliance with regulatory requirements such as
1. Identify cargo safety & security requirements
1.1 Records of past safety and security incidents reviewed to assist in identifying safety and security requirements
1.2 Types of potential risks to
27
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
OSHA and government authority regulations. The main aim is to ensure workforce safety and, successful cargo delivery according to customer and regulatory requirements. The person who is competent in this CU shall be able to identify logistics safety & security requirements, coordinate safety & security measures implementation, enforce safety & security compliance and prepare safety & security management report. The outcome of this competency is to the creation of safe premise sand safe working environment by practising occupational safety & security procedure in accordance with company Standard Operating Procedure (SOP) and regulatory requirements.
2. Coordinate safety & security measures implementation
the safety and security of cargo, personnel, facilities and equipment assessed according to hazards and risks assessment and control guidelines (such as HIRARC guidelines) and logistics security standards
1.3 Existing safety and security measures assessed and improvement proposed, if applicable
1.4 Safety & security plan and checklist prepared according to hazards and risks assessment and control guidelines (such as HIRARC guidelines) and logistics security standards
2.1 Safety & security measures
communicated to supervisor and personnel involved in a clear and concise manner
2.2 Training and awareness programmes for employees related to safety & security organised according to company training guidelines
2.3 Equipment and facilities allocated according to safety and security plan
2.4 Outsourcing arrangements
28
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
3. Enforce safety & security compliance
4. Prepare logistics safety & security
management report
with external safety and security providers organised according to company procedures
3.1 Safety & security
compliance monitored according to regulatory requirements
3.2 Safety and security issues identified and corrective actions taken according to standard operating procedures.
3.3 Incidents and accidents (if applicable) investigated to identify root cause according to standard operating procedures
3.1 Corrective actions (if applicable) proposed and execution monitored according to regulatory requirements
4.1 Information to be included
in report compiled and presented in a logical and sequential manner
4.2 Trends in safety and security incidents identified to assist in future planning
4.3 Recommendations proposed for continual improvements in safety &
29
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
security management 4.4 Report written in a manner
that is readily understood (in terms of language, expression, format) by target audience
4.5 Report completed and submitted in a timely manner
7. Cargo Consolidation Management
IL-013-4:2014-C07
Cargo Consolidation Management describes the competencies required to manage the process of consolidating smaller or separate shipments to take advantage of better freight rates and cargo security. Consolidation activities require efficient planning to optimise resources utilisation. The person who is competent in this CU shall be able to identify cargo consolidation requirements, prepare and monitor execution of cargo consolidation plan and prepare consolidation revenue report. The outcome of this CU is efficient cargo consolidation to ensure customer satisfaction and company profitability.
1. Identify cargo consolidation requirements
2. Prepare cargo consolidation plan
1.1 Type of consolidation determined according to shipment and customer requirements
1.2 Shipment information (such as weight, volume, cargo description, packing requirements, place of delivery) determined as per shipping documents
1.3 Cargo consolidation requirements determined according to shipment and customer requirements
2.1 Mode of transport
ascertained according to shipment requirements
2.2 Collection, delivery and transport schedule determined to assist in planning cargo consolidation
2.3 Logistics arrangement for
30
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
export (such as repacking, relabeling, customs documentation, payment) confirmed according to shipping requirements
2.4 Logistics arrangement for import (document distribution, break bulking, customs documentation, payment) confirmed according to shipping requirements
2.5 Resources (including manpower and equipment) confirmed and coordinated to ensure effective cargo consolidation
2.6 Options to optimise resources considered to enhance cost effectiveness
2.7 Cargo consolidation activities monitoring procedures established according to company standard operating procedures
2.8 Cargo consolidation costing prepared according to company costing procedures
2.9 Cargo consolidation plan prepared and submitted for approval from superior prior to execution
31
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
3. Monitor execution of cargo consolidation plan
4. Prepare cargo consolidation revenue report
3.1 Cargo consolidation plan communicated clearly to supervisor for execution
3.2 Cooperation maintained with other service providers to optimise resources, if applicable
3.3 Customer updated on cargo consolidation status according to company customer relations guidelines
3.4 Cargo consolidation activities(such as export and import consolidation activities) monitored according to cargo consolidation plan
3.5 Discrepancies resolved, if applicable, according to company standard operating procedures
4.1 Actual cost for cargo
consolidation determined and compared with estimated costing
4.2 Cargo consolidation revenue calculated and gross profit determined
4.3 Profit & loss statement and cargo consolidation revenue report prepared in an accurate and timely manner
32
CU Title CU Code CU Descriptor CU Work Activities Performance Criteria
4.4 Recommendations for continual improvement initiated according to company quality procedures
33
CURRICULUM of COMPETENCY UNIT (CoCU) 1. LOGISTICS CUSTOMER RELATIONS MANAGEMENT
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR INTEGRATED LOGISTICS SERVICES PROVIDER
JOB AREA LOGISTICS
NOSS TITLE LOGISTICS OPERATION ADMINISTRATION
COMPETENCY UNIT TITLE LOGISTICS CUSTOMER RELATIONS MANAGEMENT
LEARNING OUTCOME
The person who is competent in this competency unit shall be able to manage strategies that optimise customer’s satisfaction and establish relationship that impacts customer retention.
Upon completion of this competency unit, trainees will be able to:-
assess customer needs
design logistics solution
propose logistics solution
offer potential logistics services
manage customer complaints
evaluate customer relation services effectiveness
PRE-REQUISITE (if applicable)
COMPETENCY UNIT ID IL-013-4:2014-C01 LEVEL 4 TRAINING DURATION
240 HOURS
SKILL CREDIT
24
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
1. Assess customer needs
i. Customer information, such as
Type of customer
Type of shipment commodities
Type of logistics services required
ii. Type of logistics
i. Access customer information and details from database
ii. Attend to customer enquiries in an appropriate manner
iii. Apply effective interpersonal skills
Attitude: i. Positive and
courteous in responding to customers’ requirements
ii. Pay attention to details
6
24
Lecture Discussion Problem-based Learning Demonstration
i. Customer information and details accurately accessed from database
ii. Customer enquiries
34
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
services provided, such as
Air & sea freight import
Air & sea freight export
Trucking o Bonded o Non-Bonded
Packaging & removal
Warehousing o Bonded o Non-bonded
Courier
Exhibition
Projects iii. Regulatory
requirements, such as
Food & Drugs Administration (FDA) guidelines
Good Manufacturing Practices (GMP)
Good Delivery Practices (GDP)
Food Safety/Food Defence
Occupational Safety & Health Act (OSHA) requirements
Environmental
iv. Apply effective questioning techniques
v. Determine customer requirements and preference
vi. Use communication technology
Safety: i. Aware of safety,
security and health concerns in logistics
Environmental: i. Aware of
environmental concerns in logistics
Role Play Project
attended in an appropriate manner
iii. Effective interpersonal skills demonstrated
iv. Effective questioning techniques applied
v. Customer requirements and preference determined
vi. Communication technology used
vii. Regulatory requirements explained
35
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Quality Act (EQA) requirements
iv. Interpersonal skills v. Communication skills vi. Types of
communication system, such as
Enterprise Resources Planning (ERP)
Phone
2. Design logistics solution
i. Types of logistics services such as
Air & sea freight import
Air & sea freight export
Trucking o Bonded o Non-Bonded
Packaging & removal
Warehousing o Bonded o Non-bonded
Courier
Exhibition
Projects ii. Key features of
logistics services iii. Advantages of logistics
services iv. Disadvantages of
logistics services
i. Identify types of logistics services
ii. Assess key features and advantages of logistics services
iii. Prepare costs estimation
iv. Justify cost effectiveness of proposed logistics solution
v. Select most effective logistics solution
vi. Prepare quotation
Attitude: i. Pay attention to
details ii. Emphasize
accuracy in cost calculation
iii. Demonstrate integrity in designing solution
Safety: i. Emphasise
compliance with safety, security and health regulatory requirements
Environmental: i. Practise
environmentally friendly culture
6
24
Lecture Discussion
Problem-based Learning
Demonstration Role Play
Project
i. Types of logistics services identified
ii. Key features and advantages of logistics services assessed
iii. Costs estimation prepared
iv. Cost effectiveness of proposed logistics solution justified
v. Most effective logistics solution
36
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
v. Logistics services cost estimation
selected vi. Quotation
prepared accurately
3. Propose logistics solution
i. Types of logistics services such as
Air & sea freight import
Air & sea freight export
Trucking
Bonded
Non-Bonded
Packaging & removal
Warehousing
Bonded
Non-bonded
Courier
Exhibition
Projects ii. Types of presentation
aids and equipment
Company profile
Power points slides
Laser pointer iii. Presentation skills and
techniques vi. Key features of
logistics services vii. Advantages of logistics
services viii. Disadvantages of
i. Select presentation aids
ii. Organise presentation contents
iii. Align proposed solution with identified needs
iv. Apply verbal and non-verbal communication
v. Explain key features and advantages of logistics solutions
vi. Provide relevant answers to queries
Attitude: i. Systematic in
preparing presentation
ii. Creative and positive in presenting logistics solution
iii. Demonstrate integrity in presentation
Safety: i. Emphasise
compliance with safety, security and health regulatory requirements
Environmental: i. Practise
environmentally friendly culture
6
24
Lecture Discussion Problem-based Learning Demonstration Role Play Project
i. Appropriate presentation aids selected
ii. Presentation contents organised in a logical and sequential manner
iii. Proposed solution aligned with identified needs
iv. Verbal and non-verbal communication applied effectively
v. Key features and advantages of logistics solutions explained
vi. Relevant answers provided in response to queries
37
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
logistics services ix. Interpersonal and
communication skills
4. Offer potential logistics services
i. Types of logistics services such as
Air & sea freight import
Air & sea freight export
Trucking o Bonded o Non-Bonded
Packaging & removal
Warehousing o Bonded o Non-bonded
Courier
Exhibition
Projects
etc ii. Types of value added
services
Re-packing
Re-labelling
Fumigation services
Obtaining permit and approval from various government departments
Documentation processing
i. Identify opportunity to offer potential services
ii. Select potential logistics services to be offered
iii. Apply effective communication skills
iv. Explain potential and value added logistics services to be offered
Attitude: i. Sharp in identifying
business opportunity
ii. Quick in responding iii. Demonstrate
integrity in offering logistics services
iv. Convincing in explaining services offered
Safety: i. Emphasise
compliance with safety, security and health regulatory requirements
Environmental: i. Practise
environmentally friendly culture
6
24
Lecture Discussion Problem-based Learning Demonstration Role Play Project
i. Opportunity to offer potential services identified
ii. Potential logistics services to be offered selected according to identified needs
iii. Communication skills applied effectively
iv. Potential and value added logistics services to be offered explained
38
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
x. Key features of logistics services
xi. Advantages of logistics services
xii. Disadvantages of logistics services
xiii. Logistics services cost estimation
xiv. Communication skills xv. Interpersonal skills
5. Manage customer complaints
i. Types of customer complaints
Discrepancies (damage, shortage, excess, delay, miss-schedule, etc)
Non-compliance to contracts (inaccuracy, legal requirements, SOP, etc)
Billing issues
Customer services ii. Causes of service
failure
Negligence
Sabotage
Hijack
Machinery and equipment breakdown
Production delay
Maintenance
Staff attitude
i. Identify types of customer complaint
ii. Investigate cause of customer complaint
iii. Handle customer complaints
iv. Propose solutions to resolve customer complaints
v. Monitor handling of customer complaints
vi. Update customer on actions taken
Attitude: i. Positive and
courteous in managing customer complaints
ii. Respond in a timely manner
Safety: i. Comply with safety,
security and health regulatory requirements
Environmental: i. Practise
environmentally friendly culture
6
24
Lecture Discussion Problem-based Learning Demonstration Role Play Project
i. Types of customer complaint identified
ii. Cause of customer complaint investigated
iii. Customer complaints handled according to standard operating procedures
iv. Appropriate solutions proposed
v. Handling of customer complaints monitored
vi. Updates on actions taken
39
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Communication & system breakdown
iii. Corrective action process, such as
5-why
4W1H
8-D iv. Customer complaints
handling procedure v. Communication skills vi. Interpersonal skills
provided vii. Communicati
on and interpersonal skills applied effectively
6. Evaluate customer relation services effectiveness
i. Evaluating customer service effectiveness
In-house
outsource ii. Respondents selection
criteria
Volume
Geographical area
Business product segment o Warehousing o Transportation o Forwarding o Packing
iii. Methods of obtaining customer feedback
Survey
Interview iv. Survey contents
Response time
Fulfilment
Satisfaction level
Initiative and
i. Develop survey questionnaire
ii. Select respondents iii. Conduct survey within
timeline iv. Analyse survey input v. Propose
recommendations to enhance customer service and to prevent recurrence of customer complaints
vi. Provide advice and guidance to improve service quality
vii. Prepare customer relation management report
Attitude: i. Open to feedback ii. Analytical in
evaluating effectiveness
iii. Accurate in preparing report
Safety: i. Emphasise
compliance with safety, security and health regulatory requirements
Environmental: i. Practise
environmentally friendly culture
6
24
Lecture Discussion Problem-based Learning Demonstration Role Play Project
i. Relevant items developed for survey questionnaire
ii. Respondents selected according to specified selection criteria
iii. Survey conducted within timeline
iv. Survey input analysed
v. Recommendations proposed to enhance customer service and to prevent
40
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
innovation
Cost vs Service
Competency level of customer service personnel
v. Analysis of survey input against company quality policy and objectives
vi. Report writing skills
recurrence of customer complaints
vi. Advice and guidance provided to improve service quality
viii. Customer relation management report prepared in a timely and accurate manner
Employability Skills
Core Abilities Social Skills
04.08 Develop and negotiate staffing plans
04.09 Prepare work plan
04.10 Utilise science and technology to achieve goal
05.03 Allocate and record usage of financial and physical resources
05.04 Delegate responsibilities and/or authority
05.05 Coordinate contract and tender activities
06.08 Identify and analyse effect of technology on the environment
1. Communication skills
2. Conceptual skills
3. Interpersonal skills
4. Learning skills
5. Leadership skills
6. Multitasking and prioritising
7. Self-discipline
8. Teamwork
41
Tools, Equipment and Materials (TEM)
ITEMS RATIO (TEM : Trainees)
1. Sample client charter
2. Marketing kit – product catalogues and flyers
3. Customer complaint report format
4. Customer Service Guidelines
5. Sample of Customer Service Survey Questionnaire
6. Sample of customer database
1:1
1:1
1:1
1:1
1:1
1:1
REFERENCES
1. AKTA Malaysia (2010). Customs Act 1967. Malaysia. Penerbitan AKTA. ISBN 9789834493578
2. Strategic Trade Act 2010. MDC Publishers. ISBN 9789677013414
3. International Chamber of Commerce (2010). INCOTERMS 2010 : ICC Rules for the Use of Domestic and International Trade Terms .ICC
Publishing S.A. 978-9284200801.
4. David J. Bloomberg, Stephen B. LeMay, Joe B. Hanna. (2001). Logistics (1st Edition). Prentice Hall. ISBN-13: 978-0-13-010194-5
5. Janelle Barlow, Paul Stewart (2006). Branded Customer Service: The New Competitive Edge. Berrett-Koehler Publishers. ISBN-13: 978-1-
57675-404-7
6. Pattie Gibson (2011). The World of Customer Service (3rd Edition). South-Western Pub. ISBN-13: 978-0-8400-6424-0
7. Pattie Gibson-Odgers (2007). The World of Customer Service (2nd Edition). South-Western Pub. ISBN-13: 978-0-538-73046-4
8. Robert W Lucas (2011) . Customer Service Skills for Success (Connect, Learn, Succeed) (5th Edition). Mcgraw-Hill Humanities/Social
Sciences/Languages. ISBN-13: 978-0-07-339711-5
9. Robert W Lucas (2004). Customer Service: Building Successful Skills for the Twenty-First Century (3rd Edition Career Education. ISBN-13: 978-
0-07-293805-0, ISBN: 0-07-293805-6
10. David J. Bloomberg, Stephen B. LeMay, Joe B. Hanna. (2001). Logistics (1st Edition). Prentice Hall. ISBN-13: 978-0-13-010194-5
11. Janelle Barlow, Paul Stewart (2006). Branded Customer Service: The New Competitive Edge. Berrett-Koehler Publishers. ISBN-13: 978-1-57675-
404-7
12. Dean L. Gano (2005), Apollo Root Cause Analysis: A New Way of Thinking ISBN: 978-0-00-112711-1
42
CURRICULUM of COMPETENCY UNIT (CoCU) 2. LOGISTICS RESOURCES MANAGEMENT
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR INTEGRATED LOGISTICS SERVICES PROVIDER
JOB AREA LOGISTICS
NOSS TITLE LOGISTICS OPERATION ADMINISTRATION
COMPETENCY UNIT TITLE LOGISTICS RESOURCES MANAGEMENT
LEARNING OUTCOME
The person who is competent in this competency unit shall be able to manage optimum deployment of resources in accordance with operation plan and strategies.
Upon completion of this competency unit, trainees will be able to:-
analyse logistics resources requirements
prepare resources plan
execute resources plan
evaluate resources plan effectiveness.
PRE-REQUISITE (if applicable)
COMPETENCY UNIT ID IL-013-4:2014-C02 LEVEL 4 TRAINING DURATION
160 HOURS
SKILL CREDIT
16
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
1. Analyse logistics resources requirements
i. Type of logistics services provided such as
Air & sea freight import
Air & sea freight export
Trucking o Bonded o Non-Bonded
i. Ascertain adequacy of operational budget
ii. Assess transport requirements
iii. Assess equipment requirements
iv. Assess warehouse requirements
v. Assess competent workforce
Attitude: i. Pay attention to
details ii. Prudent in
determining resource requirements
16
24
Lecture Discussion Problem-based Learning Demonstration Project
i. Adequacy of operational budget ascertained
ii. Transport requirements assessed
iii. Equipment requirements assessed
43
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Packaging & removal
Warehousing o Bonded o Non-bonded
Courier
Exhibition
Projects ii. Regulatory
requirements
International Air Transport Association (IATA) requirements
IATA Dangerous Goods Requirements (DGR)
International Maritime Dangerous Goods Requirements (DGR)
International Maritime Organisation (IMO) requirements
International Maritime Consultative Organisation (IMCO) requirements
Customs Act,1967 regulations
requirements vi. Determine regulatory
requirements vii. Determine industry
standards viii. Identify opportunities
for sharing resources across business units
Safety: i. Comply with safety
and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
iv. Warehouse requirements assessed
v. Competent workforce requirements assessed
vi. Regulatory requirements determined
vii. Industry standards determined
viii. Opportunities for sharing resources across business units identified
ix. Relevant health, safety and environmental regulatory requirements adhered
44
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Food & Drugs Administration (FDA) requirements
Good Manufacturing Practices (GMP)
Good Delivery Practices (GDP)
Food Safety/Food Defence
Occupational Safety & Health Act (OSHA) requirements
Strategic Trade Act 2010 (STA) regulations
Environmental Quality Act (EQA) regulations
iii. Industry Standards
Transport Asset Protection Association (TAPA) requirements
Customs Trade Partnership Against Terrorism (C-TPAT) programme requirements
International Organisation of
45
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Standards (ISO) requirements
iv. Manpower requirements
Skilled
Semi-skilled v. Tools, Equipment and
Materials
Lifting equipment
Strapping equipment
Barcode scanner
Weighing and measuring tools
Checking tools (torch light, gauge)
Packing materials (carton boxes, pallets, bubble wrap, adhesive tapes, labels)
vi. Warehouse facilities
Racking system
Cold room
Strong room
Open yard
Cage vii. Transport
Truck o Open truck o Bonded truck o Low bed truck o Side loader o Crane truck
46
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
o Tail gate truck o Reefer truck
Prime movers
Trailer viii. Related technology
in logistics
EDI/SMK/EFT
e-airway bill
e-DO
e-permits
e-manifest
e-tracking ix. Operational budget
2. Prepare resources plan
i. Types of cost
Human resource cost
Capital investment cost
Fixed cost
Upkeep and maintenance cost
Administration and finance cost
Operating cost ii. Resource Planning
Manpower
Tools, equipment and materials
Warehouse
Transport
Technology iii. Analytical Methods
Make or buy decision
i. Ascertain adequacy of operational budget
ii. Finalise breakdown cost
iii. Identify internal resourcing capabilities
iv. Identify external outsourcing requirements
v. Identify procurement requirements
vi. Allocate resources
Attitude: i. Pay attention to
details ii. Prudent in resource
planning
Safety: ii. Comply with health,
safety and security regulatory requirements
Environmental: ii. Comply with
environmental regulatory requirements
16
24
Lecture Discussion Problem-based Learning Demonstration Project
i. Adequacy of operational budget ascertained
ii. Breakdown cost finalised
iii. Internal resourcing capabilities identified
iv. External outsourcing requirements identified
v. Procurement requirements identified
vi. Resources allocated according to business requirements
47
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Cost-benefit analysis
iv. Resource Planning Software
Enterprise Resource Planning (ERP)
vii. Relevant health, safety and environmental regulatory requirements adhered
3. Execute resources plan
i. Procurement procedures
ii. Delegation and transfer of resources
iii. Time management iv. Problem solving skills
i. Procure resources ii. Delegate and transfer
resources iii. Monitor compliance
with resource mobility plan
iv. Resolve delegation and transfer of resources setbacks
Attitude: i. Systematic in
delegation and transfer of resources
ii. Confident in resolving setbacks
iii. Resourceful and creative in finding solutions
Safety: i. Comply with health,
safety and security regulatory requirements
16
24
Lecture Discussion Problem-based Learning Demonstration Project
vii. Resources procured according to standard operating procedures
viii. Resources delegated and transferred according to resources mobility plan
ix. Resources delegation and transfer
48
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Environmental: i. Comply with
environmental regulatory requirements
setbacks resolved
x. Relevant health, safety and environmental regulatory requirements adhered
4. Evaluate resources plan effectiveness
i. Cost management ii. Analytical methods
4W1H
8-D
5-why iii. Resources
management report content
Resources utilisation efficiency
Cost management
Corrective actions
Continual improvement
iv. Report writing skills v. Communication skills
i. Measure cost effectiveness
ii. Investigate variances, if applicable
iii. Recommend corrective actions, if applicable, to rectify variance
iv. Prepare resources management reports
Attitude: i. Analytical in
evaluating effectiveness
ii. Accurate in preparing reports
Safety: i. Comply with health,
safety and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
16
24
Lecture Discussion Problem-based Learning Demonstration Project
i. Cost effectiveness measured
ii. Variances investigated
iii. Corrective actions recommended to rectify variance
iv. Analytical methods applied
v. Resources management reports prepared in an accurate and timely manner
vi. Relevant health, safety and environment
49
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
al regulatory requirements adhered
Employability Skills
Core Abilities Social Skills
04.08 Develop and negotiate staffing plans
04.09 Prepare work plan
04.10 Utilise science and technology to achieve goal
05.03 Allocate and record usage of financial and physical resources
05.04 Delegate responsibilities and/or authority
05.05 Coordinate contract and tender activities
06.08 Identify and analyse effect of technology on the environment.
1. Communication skills
2. Conceptual skills
3. Interpersonal skills
4. Learning skills
5. Leadership skills
6. Multitasking and prioritising
7. Self-discipline
8. Teamwork
Tools, Equipment and Materials (TEM)
ITEMS RATIO (TEM : Trainees)
1. Sample resource plan template 2. Tools, Equipment and Materials such as
Lifting equipment
Strapping equipment
Barcode scanner
Weighing and measuring tools
Checking tools (torch light, gauge)
Packing materials (carton boxes, pallets, bubble wrap, adhesive tapes, labels)
1:1 1:10
50
3. Warehouse facilities such as
Racking system
Cold room
Strong room
Open yard
Cage 4. Transport such as
Truck o Open truck o Bonded truck o Low bed truck o Side loader o Crane truck o Tail gate truck o Reefer truck
Prime movers
Trailer 5. Technology such as
EDI/SMK/EFT
e-airway bill
e-DO
e-permits
e-manifest
e-tracking
1:25 1:25 1:25
51
REFERENCES
1. AKTA Malaysia (2010). Customs Act 1967. Malaysia. Penerbitan AKTA. ISBN 9789834493578
2. Strategic Trade Act 2010. MDC Publishers. ISBN 9789677013414
3. International Chamber of Commerce (2010). INCOTERMS 2010 : ICC Rules for the Use of Domestic and International Trade Terms .ICC
Publishing S.A. 978-9284200801.
4. Alan Rushton, Phil Croucher, Peter Baker (2010) The Handbook of Logistics and Distribution Management (4th Edition). Kogan Page Limited.
ISBN-13: 978-0-7494-5714-3
5. Bernhard Fleischmann, Andreas Klose. (2005). Distribution Logistics: Advanced Solutions To Practical Problems (1st Edition). Springer Verlag.
ISBN-13: 978-3-540-22100-5
6. David J. Bloomberg, Stephen B. LeMay, Joe B. Hanna. (2001). Logistics (1st Edition). Prentice Hall. ISBN-13: 978-0-13-010194-5
7. Harmon, Roy L (1993). Reinventing the Warehouse : World Class Distribution Logistics Free Press. ISBN-13: 978-0-02-913863-2
8. John Mangan, Chandra Lalwani, Tim Butcher (2008). Global Logistics and Supply Chain Management. Wiley. ISBN-13: 978-0-470-06634-8
9. Kunal Sharma. (2009). logistic Management: A Competitive Advantage for the New Millennium. Global India Pubns.
10. Paolo Brandimarte, Giulio Zotteri (2007). Introduction to Distribution Logistics. John Wiley & Sons. ISBN-13: 978-0-471-75044-4
11. Philip Obal. (2002). Warehouse and Logistics Software Directory, WMS : Logistics Execution System, Supply Chain Execution Software Directory
(7th Edition). Industrial Data & Information. ISBN-13: 978-0-9669345-1-9
12. Satish C Ailawadi, Rakesh Singh. (2005). Logistics Management. Phi Learning Pvt. Ltd. ISBN-13: 978-81-203-2780-1
13. Stuart Emmett (2005). Excellence in Warehouse Management: How to Minimise Costs and Maximise Value (1st Edition). Wiley
14. Timm Gudehus, Herbert Kotzab. (2009). Comprehensive logistics (1st Edition). Springer Verlag. ISBN-13: 978-3-540-30722-8
15. Catherine Stenzel, Joe Stenzel.(2003). Essentials of Cost Management. John Wiley & Sons. New Jersey.
52
CURRICULUM of COMPETENCY UNIT (CoCU) 3. CARGO DISTRIBUTION MANAGEMENT
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR INTEGRATED LOGISTICS SERVICES PROVIDER
JOB AREA LOGISTICS
NOSS TITLE LOGISTICS OPERATION ADMINISTRATION
COMPETENCY UNIT TITLE CARGO DISTRIBUTION MANAGEMENT
LEARNING OUTCOME
The person who is competent in this competency unit shall be able to manage inbound and outbound cargo distribution activities to ensure that all cargo are delivered to the destination as per customer requirements... Upon completion of this competency unit, trainees will be able to:-
prepare cargo distribution plan
coordinate cargo distribution
evaluate cargo distribution effectiveness
PRE-REQUISITE (if applicable)
COMPETENCY UNIT ID IL-013-4:2014-C03 LEVEL 4 TRAINING DURATION
120 HOURS
SKILL CREDIT
12
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
1. Prepare cargo distribution plan
i. Types of cargo distribution arrangement
Inbound
Outbound
Transhipment
Domestic ii. Cargo information
Cargo distribution arrangement
Type of cargo
Quantity
i. Interpret cargo information
ii. Interpret distribution instructions
iii. Determine required transport capacity
iv. Determine special cargo distribution requirements
v. Optimise loading capacity
vi. Select transport type
Attitude: i. Pay attention to
details ii. Systematic in
planning iii. Adhere to
distribution instructions
Safety: i. Comply with health,
safety and security
16
24
Lecture Discussion Problem-based Learning Demonstration Project
i. Cargo information interpreted accurately
ii. Distribution instructions interpreted accurately
iii. Required transport capacity determined
53
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Weight/Volume
Place and time of delivery
iii. Cargo distribution instructions
iv. Pre-alert delivery / collection notification
v. Allocation of cargo space for
storing
staging
loading
unloading
re-packing
re-labelling vi. Types of transport
Sea o Full Container
Load (FCL) o Loose
Container Load (LCL)
o Bulk
Air o Main deck o Lower deck o Bulk o Unit Load
Device (ULD)
Land such as o Full Truck
Load (FTL) / Chartered truck
o Loose Truck
vii. Map distribution route viii. Schedule distribution
route ix. Allocate cargo space
regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
iv. Special cargo distribution requirements determined
v. Loading capacity optimised
vi. Transport type selected
vii. Distribution route mapped out
viii. Distribution route scheduled
ix. Cargo space allocated
54
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Load (LTL) / Consolidated Cargo
o Bonded / Non bonded
vii. Distribution routes mapping criteria
Types of cargo o Special cargo o Oversize cargo
Regulatory / industry standard requirements
viii. Loading capacity optimisation
2. Coordinate cargo distribution
i. Cargo distribution procedures
ii. Regulatory / industry standard requirements
iii. Types of cargo distribution discrepancies
Missing cargo
Damaged cargo
Mishandled cargo
Short landed cargo
Incorrect cargo iv. Causes of cargo
distribution discrepancies
Negligence
Sabotage
Hijack
Machinery and equipment
i. Conduct cargo distribution briefing
ii. Pre-alert customer iii. Monitor cargo
distribution activities iv. Identify and resolve
cargo distribution setback
v. Investigate cargo distribution setback
vi. Monitor compliance of safety, security, regulatory requirements and industry standards/ company SOP
vii. Provide assistance and guidance
Attitude: i. Pay attention to
details ii. Adhere to cargo
distribution plan iii. Positive and
confident in resolving setbacks
Safety: i. Comply with safety
and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
16
24
Lecture Discussion Problem-based Learning Demonstration Project
i. Cargo distribution briefing conducted
ii. Customer pre-alerted
iii. Cargo distribution activities monitored to ensure compliance
iv. Cargo distribution discrepancies identified and resolved
v. Cargo distribution setback
55
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
breakdown
Production delay
Maintenance
Staff attitude
Communication & system breakdown
v. Communication skills vi. Interpersonal skills vii. Problem solving skills viii. Analytical methods
Root cause analysis
8D
5-why ix. Decision making skills
investigated to find root cause
vi. Compliance of safety, security, regulatory requirements and industry standards/ company SOP monitored
vii. Assistance and guidance provided to ensure efficient cargo distribution
viii. Communication and interpersonal skills applied effectively
ix. Regulatory requirements adhered
3. Evaluate cargo distribution effectiveness
i. Indicators of cargo distribution effectiveness
On-time delivery
Turn-around time
i. Measure cargo distribution effectiveness
ii. Investigate reasons for non-compliance, if
Attitude: i. Analytical and
honest in evaluating effectiveness
ii. Accurate in
16
Lecture Discussion Problem-based Learning
i. Cargo distribution effectiveness measured
ii. Reasons for
56
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Complete delivery
Cargo quality preservation
Compliance of delivery instructions /regulatory/ industry standards compliance
ii. Analytical methods
4W1H
8-D
5-why iii. Cargo distribution
performance report content
KPI fulfilment
Contract compliance
Safety compliance
Discrepancies report
Corrective actions
Recommendations for continual improvement
iv. Report writing skills v. Communication skills
applicable iii. Recommend
corrective actions, if applicable, to rectify non-compliance
iv. Prepare cargo distribution management report
preparing reports Safety: i. Comply with health,
safety and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
24
Demonstration Project
non-compliance investigated
iii. Corrective actions recommended to rectify non-compliance
iv. Cargo distribution management report prepared in an accurate and timely manner
v. Regulatory requirements adhered
57
Employability Skills
Core Abilities Social Skills
04.08 Develop and negotiate staffing plans
04.09 Prepare work plan
04.10 Utilise science and technology to achieve goal
05.03 Allocate and record usage of financial and physical resources
05.04 Delegate responsibilities and/or authority
05.05 Coordinate contract and tender activities
06.08 Identify and analyse effect of technology on the environment
1. Communication skills
2. Conceptual skills
3. Interpersonal skills
4. Learning skills
5. Leadership skills
6. Multitasking and prioritising
7. Self-discipline
8. Teamwork
Tools, Equipment and Materials (TEM)
ITEMS RATIO (TEM : Trainees)
1. Sample Cargo Distribution Instructions 2. Sample Distribution Route 3. Various types of cargo 4. Tools, Equipment and Materials such as
Lifting equipment
Strapping equipment
Barcode scanner
Weighing and measuring tools
Checking tools (torch light, gauge)
Packing materials (carton boxes, pallets, bubble wrap, adhesive tapes, labels)
5. Warehouse facilities such as
Racking system
Cold room
Strong room
Open yard
Cage 6. Transport such as
1:1 1:1 1:25 1:25 or as required 1:25 1:25
58
ITEMS RATIO (TEM : Trainees)
Truck o Open truck o Bonded truck o Low bed truck o Side loader o Crane truck o Tail gate truck o Reefer truck
Prime movers
Trailer 7. Technology such as
EDI/SMK/EFT
e-airway bill
e-DO
e-permits
e-manifest
e-tracking
1:25
REFERENCES
1. AKTA Malaysia (2010). Customs Act 1967. Malaysia. Penerbitan AKTA. ISBN 9789834493578
2. Strategic Trade Act 2010. MDC Publishers. ISBN 9789677013414
3. International Chamber of Commerce (2010). INCOTERMS 2010 : ICC Rules for the Use of Domestic and International Trade Terms .ICC
Publishing S.A. 978-9284200801.
4. Alan Rushton (Editor), Phil Croucher (Editor), Peter Baker (Editor). (2010). The Handbook of Logistics and Distribution Management (Fourth
Edition). Kogan Page. ISBN-13: 978-0-7494-5714-3
5. Frank A. Tillman, Deandra T. Cassone,9. (2012). Developing a Warehouse and Inventory Level Optimization System. Ft Press. ISBN-13: 978-0-
13-298201-6
Gwynne Richards (2011). Warehouse Management: A Complete Guide to Improving Efficiency and Minimizing Costs in the Modern Warehouse.
59
REFERENCES
Kogan Page. ISBN-13: 978-0-7494-6074-7
6. James Jones (2006). Integrated Logistics Support Handbook (McGraw-Hill Logistics Series) (3rd Edition). Mcgraw-Hill Professional ISBN-13: 978-
0-07-147168-8
7. John J. Coyle, C. John Langley, Brian Gibson, Robert A. Novack, Edward J. Bardi. (2008). Supply Chain Management: A Logistics Perspective
(8th Edition). South-Western Pub. ISBN-13: 978-0-324-37692-0
8. J.P. Saxena (2010). Warehouse Management and Inventory Control. Vikas Publishing House (P) Ltd. ISBN-13: 978-81-259-1210-1
9. Paolo Brandimarte, Giulio Zotteri (2007). Introduction to Distribution Logistics. John Wiley & Sons. ISBN-13: 978-0-471-75044-4
10. Philip M. Price, Natalie J. Harrison, (2007). Warehouse Management and Inventory Control. ISBN-13: 978-1-934231-02-9
11. U.S. International Trade Commission (2005). Logistic Services: An Overview of the Global Market and Potential Effects of Removing Trade
Impediments, Inv. 332-463. ISBN-13: 978-1-4578-1985-8
12. Art Liebeskind (2005). How to Optimize Your Warehouse Operations : 150 Time Tested Ways to Reduce Handling and Increase Productivity.
Industrial Data & Information Inc. ISBN-13: 978-0-9669345-6-4
13. David J. Bloomberg, Stephen B. LeMay, Joe B. Hanna. (2001). Logistics (1st Edition). Prentice Hall. ISBN-13: 978-0-13-010194-5
60
CURRICULUM of COMPETENCY UNIT (CoCU) 4. TRACKING & TRACING SYSTEM OPERATION MANAGEMENT
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR INTEGRATED LOGISTICS SERVICES PROVIDER
JOB AREA LOGISTICS
NOSS TITLE LOGISTICS OPERATION ADMINISTRATION
COMPETENCY UNIT TITLE TRACKING & TRACING SYSTEM OPERATION MANAGEMENT
LEARNING OUTCOME
The person who is competent in this competency unit shall be able to manage cargo tracking and system operation to ensure that cargo movement and delivery status can be determined efficiently.
Upon completion of this competency unit, trainees will be able to:-
Identify cargo tracking & tracing system operation requirements
monitor cargo tracking & tracing activities
analyse tracking & tracing data records
implement tracking & tracing improvement opportunities
PRE-REQUISITE (if applicable)
COMPETENCY UNIT ID IL-013-4:2014-C05 LEVEL 4 TRAINING DURATION
160 HOURS
SKILL CREDIT
16
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
4. Identify cargo tracking and tracing system operation requirements
i. Types of shipping documents
ii. Difference between tracking and tracing
iii. Type of tracking and tracing system
manual
online tracking iv. Manual tracking and
tracing system
i. Verify completeness of shipping documents
ii. Determine type of tracking and tracing system
iii. Determine types of tracking and tracing devices
Attitude: i. Meticulous in
verifying documents
ii. Comply with contract requirements
16
24
Lecture Discussion Problem-based Learning Demonstration Simulation Project
i. Completeness of shipping documents verified
ii. Type of tracking and tracing system determined
iii. Types of
61
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
operation principles v. Online tracking and
tracing system operation principles
vi. Tracking and tracing system devices
Radio Frequency Identification Devices (RFID) o Active/passive o Temperature/
elements
Barcode scanner
Global Positioning System (GPS)
vii. Types of barcodes
linear barcodes
continuous barcodes
Safety: i. Comply with cargo
safety and security regulatory requirements
Environmental:
i. Comply with
environmental regulatory requirements
tracking and tracing devices determined
5. Verify cargo tracking & tracing activities
i. Type of tracking and tracing system
manual
online tracking ii. Manual tracking
methods
Job report
Telephone
Site update
Manual record
email iii. Security and non-
disclosure of cargo movement
iv. Type of shipment
i. Monitor cargo movement
ii. Initiate appropriate actions to address discrepancies related to shipment
iii. Update information on shipment progress to customer
Attitude: i. Meticulous in
verifying tracking & tracing activities
ii. Alert in monitoring cargo movement
iii. Positive and confident in resolving discrepancies
iv. Quick in responding v. Comply with
contract requirements
16
24
Lecture Discussion Problem-based Learning Demonstration Simulation Project
i. Cargo movement monitored
ii. Appropriate actions taken to address discrepancies related to shipment
iii. Information on shipment progress updated in a timely manner
62
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
related discrepancies
Damage
Shortage
Excess
Delay
miss-schedule v. Types of tracking &
tracing status
Handed over
Accepted
Advised
Held vi. Generation of tracking
& tracing status
Safety: i. Comply with health,
safety and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
6. Analyse tracking & tracing data records
i. Generation of tracking & tracing data:
Manual
E-Tracking ii. Analysis methods
ABC analysis
Pareto analysis
Fish-bone analysis
i. Evaluate tracking & tracing data trends
ii. Identify major tracking & tracing improvement opportunities
iii. Evaluate tracking and tracing system efficiency and effectiveness
Attitude: i. Sharp in identifying
trends ii. Emphasise quality
work and continual improvement
Safety: i. Comply with health,
safety and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
:
16
24
Lecture Discussion Problem-based Learning Demonstration Simulation Project
i. Tracking & tracing data trends evaluated
ii. Major tracking & tracing improvement opportunities identified
iii. Tracking and tracing system efficiency and effectiveness evaluated
63
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
7. Implement tracking & tracing improvement opportunities
i. Change management ii. Project management
skills iii. Communication skills iv. Cost and operation
benefit analysis
i. List improvement opportunities
ii. Enlist stakeholders for input
iii. Prepare action plan iv. Execute improvement
opportunities v. Evaluate effectiveness
of improvement opportunities
Attitude: i. Open to feedback ii. Emphasise quality
work and continual improvement
Safety: i. Comply with health,
safety and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
:
16
24
Lecture Discussion Problem-based Learning Demonstration Simulation Project
i. Improvement opportunities listed
ii. Stakeholders input obtained
iii. Action plan prepared
iv. Improvement opportunities executed
v. Effectiveness of improvement opportunities evaluated
vi. Communication and interpersonal skills applied effectively
64
Employability Skills
Core Abilities Social Skills
04.08 Develop and negotiate staffing plans
04.09 Prepare work plan
04.10 Utilise science and technology to achieve goal
05.03 Allocate and record usage of financial and physical resources
05.04 Delegate responsibilities and/or authority
05.05 Coordinate contract and tender activities
06.08 Identify and analyse effect of technology on the environment
1. Communication skills
2. Conceptual skills
3. Interpersonal skills
4. Learning skills
5. Leadership skills
6. Multitasking and prioritising
7. Self-discipline
8. Teamwork
Tools, Equipment and Materials (TEM)
ITEMS RATIO (TEM : Trainees)
1. Tracking & Tracing System Software 2. Tracking and tracing system devices
Radio Frequency Identification Devices (RFID) o Active/passive o Temperature/ elements
Barcode scanner
Global Positioning System (GPS)
1:1 1:10
REFERENCES
1. AKTA Malaysia (2010). Customs Act 1967. Malaysia. Penerbitan AKTA. ISBN 9789834493578
2. Strategic Trade Act 2010. MDC Publishers. ISBN 9789677013414
3. International Chamber of Commerce (2010). INCOTERMS 2010 : ICC Rules for the Use of Domestic and International Trade Terms .ICC
Publishing S.A. 978-9284200801.
4. Weihua Gan, Yuwei Zhu, Tingting Zhang (2011). On RFID Application in the Tracking and Tracing System of Agricultural Product Logistics. IFIP
Advances in Information and Communication Technology Volume 345
5. John Tiffin; Chris Kissling. 2007. Transport Communications. Kogan Page. ISBN 9780749450700
65
CURRICULUM of COMPETENCY UNIT (CoCU) 5. WAREHOUSE INVENTORY MANAGEMENT
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR INTEGRATED LOGISTICS SERVICES PROVIDER
JOB AREA LOGISTICS
NOSS TITLE LOGISTICS OPERATION ADMINISTRATION
COMPETENCY UNIT TITLE WAREHOUSE INVENTORY MANAGEMENT
LEARNING OUTCOME
The person who is competent in this competency unit shall be able to employ inventory practices and processes that safeguard and control inventory level in the warehouse of a logistics company.
Upon completion of this competency unit, trainees will be able to:-
plan warehouse inventory management activities
assess warehouse stock status
organise warehouse inventory stock check
reconcile inventory data
prepare warehouse inventory management report .
PRE-REQUISITE (if applicable)
COMPETENCY UNIT ID IL-013-4:2014-C05 LEVEL 4 TRAINING DURATION
190 HOURS
SKILL CREDIT
19
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
1. Plan warehouse inventory management activities
i. Warehouse management system
ii. Types of cargo in warehouse
General cargo
Dangerous goods (DG)
Perishable
Valuable
i. Determine warehouse storage capacity
ii. Organise warehouse space
iii. Define warehouse personnel roles and responsibilities
iv. Establish work instruction and
Attitude: i. Meticulous and
systematic in planning inventory control activities
Safety:
16
24
Lecture Demonstration & Observation
i. Warehouse storage capacity determined
ii. Warehouse space organised for various types of
66
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Fragile
Sensitive
Weapon
Vulnerable
Human remains iii. Inventory operation
procedures iv. Customer contract
requirements v. Regulatory
requirements/ safety and security requirements /industry standards
vi. Organisational structure
Staff title,
Staff experience and competencies (including soft skills)
Warehouse personnel roles and responsibilities
standard operating procedures
v. Establish segregation of duties and effective internal control system
i. Comply with cargo safety and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
cargo iii. Warehouse
personnel roles and responsibili-ties defined
iv. Work instruction and standard operating procedures established
v. Segregation of duties and effective internal control system established
2. Assess warehouse stock status
i. Warehouse management system
ii. Inventory audit procedure
iii. Inventory count criteria
High risk items
Fast moving high value items
Short expiry items iv. Types of stock check
i. Determine inventory count criteria
ii. Verify stock listing iii. Verify current
warehouse inventory status against inventory stock records
iv. Analyse inventory stock records
Attitude: i. Meticulous in
assessing stock status
ii. Analytical and objective in investigating discrepancies
Safety:
16
24
Lecture Demonstration & Observation
i. Inventory count criteria determined
ii. Stock listing verified
iii. Current warehouse inventory status verified
67
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Random stock check
Perpetual stock check
periodic cycle count
stock check with partially provided information
blind count v. Stock aging report vi. Stock discrepancies
Damage
Shortage
Excess vii. Causes of stock
discrepancies
Negligence
Sabotage
Hijack
Machinery and equipment breakdown
Production delay
Maintenance
Staff attitude
Communication & system breakdown
viii. Calculation of stock discrepancy value
ix. Analysis methods
v. Determine stock discrepancy level
vi. Investigate stock discrepancy causes
vii. Calculate stock discrepancy value
viii. Propose recommendations to address discrepancy
ix. Extract stock ageing report
x. Use warehouse management system
i. Comply with cargo safety and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
against inventory stock records
iv. Inventory stock records analysed
v. Stock discrepancy level determined
vi. Causes of stock discrepancy investigated
vii. Stock discrepancy value calculated
viii. Recommendations to address discrepancy proposed
ix. Stock ageing report extracted
x. Warehouse management system used
3. Organise warehouse inventory stock
i. Types of stock check
Random stock check
i. Determine type of stock check
ii. Determine warehouse
Attitude: i. Objective and firm
in inventory stock
16
Lecture Discussion
i. Type of stock check determined
68
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
check
Perpetual stock check
Periodic cycle count
Stock check with partially provided information
Blind count ii. Stock check
scheduling iii. Types of warehouse
equipment to facilitate stock check
Forklift
Stackers
Very narrow aisle (VNA)
Counting technology
iv. Manpower competencies
Cargo knowledge
Ability to operate warehouse inventory technology
Familiarity with floor plan
Safety and security compliance
v. Stock check briefing contents:
cut off documents/ time
resources iii. Prepare inventory
stock check schedule iv. Assign warehouse staff v. Conduct briefing on
stock check vi. Monitor stock check
check ii. Fair in assigning
tasks Safety: i. Comply with cargo
safety and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
24
Demonstration Observation Project
ii. Warehouse resources determined
iii. Inventory stock check schedule prepared
iv. Warehouse staff assigned
v. Briefing on stock check conducted
vi. Stock check monitored
69
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
location of cargo
counter and recorder responsibilities
counting using technology tools
stock re-count and reconciliation
4. Reconcile inventory data
i. Warehouse management system
ii. Stock ageing iii. Type of stock
Slow moving stock
Fast moving stock
Stock with shelf life iv. Types of stock records
discrepancies
Damage
Shortage
Excess v. Analysis methods
Root cause analysis methods
vi. FIFO/ FEFO policy vii. Inventory
discrepancies reconciliation procedures
i. Review stock inventory reports
ii. Review stock ageing report
iii. Provide information on stock status
iv. Cross match stock in hand against inventory records and related documents
v. Determine stock accuracy and discrepancy
vi. Investigate discrepancies to identify causes
vii. Recommend proposals to rectify the problem causing the discrepancy
viii. Adjust inventory data to reconcile inventory records
Attitude: i. Sharp in identifying
discrepancy ii. Astute in reconciling
inventory data Safety: i. Comply with cargo
safety and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements:
16
24
Lecture Discussion Demonstration Observation Project
i. Stock inventory reports reviewed
ii. Stock ageing report reviewed
iii. Information on stock status provided
iv. Stock in hand against inventory records and related documents cross matched
v. Stock accuracy and discrepancy determined
vi. Discrepancies determined to identify
70
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
causes vii. Proposals
recommended to rectify the problem causing the discrepancy
viii. Inventory data adjusted to reconcile inventory records
5. Prepare inventory management report.
i. Inventory management system
ii. Inventory management KPI
Contract requirements
Company policy iii. Report writing skills iv. Inventory management
report contents
KPI fulfilment
Corrective actions taken
Discrepancy reconciliation
i. Use warehouse management system
ii. Verify updated warehouse inventory status
iii. Present inventory management performance effectiveness
Attitude: i. Analytical and
accurate in preparing report
Safety: i. Comply with cargo
safety and security regulatory requirements
Environmental:
i. Comply with
environmental regulatory requirements
1
18
Lecture Discussion Demonstration Observation Project
i. Warehouse management system used
ii. Updated warehouse inventory status verified
iii. Inventory management performance effectiveness presented
Employability Skills
Core Abilities Social Skills
71
04.08 Develop and negotiate staffing plans
04.09 Prepare work plan
04.10 Utilise science and technology to achieve goal
05.03 Allocate and record usage of financial and physical resources
05.04 Delegate responsibilities and/or authority
05.05 Coordinate contract and tender activities
06.08 Identify and analyse effect of technology on the environment
1. Communication skills
2. Conceptual skills
3. Interpersonal skills
4. Learning skills
5. Leadership skills
6. Multitasking and prioritising
7. Self-discipline
8. Teamwork
Tools, Equipment and Materials (TEM)
ITEMS RATIO (TEM : Trainees)
1. Inventory list
2. Inventory card
3. Tagging machine
4. Sample of cargo distribution notification note
5. Barcode scanner
6. Weighing machine
7. Measuring tape
8. Inventory schedule
9. Inventory management report format
10. Inventory management software
1:1
1:1
1:5
1:1
1:25
1:10
1:10
1:1
1:1
1:1
REFERENCES
72
REFERENCES
1. AKTA Malaysia (2010). Customs Act 1967. Malaysia. Penerbitan AKTA. ISBN 9789834493578
2. Strategic Trade Act 2010. MDC Publishers. ISBN 9789677013414
3. International Chamber of Commerce (2010). INCOTERMS 2010 : ICC Rules for the Use of Domestic and International Trade Terms .ICC Publishing
S.A. 978-9284200801.
4. Alan Rushton (Editor), Phil Croucher (Editor), Peter Baker (Editor). (2010). The Handbook of Logistics and Distribution Management (Fourth Edition).
Kogan Page. ISBN-13: 978-0-7494-5714-3
5. Frank A. Tillman, Deandra T. Cassone,9. (2012). Developing a Warehouse and Inventory Level Optimization System. Ft Press. ISBN-13: 978-0- 13-
298201-6
6. Gwynne Richards (2011). Warehouse Management: A Complete Guide to Improving Efficiency and Minimizing Costs in the Modern Warehouse.
Kogan Page. ISBN-13: 978-0-7494-6074-7
7. James Jones (2006). Integrated Logistics Support Handbook (McGraw-Hill Logistics Series) (3rd Edition). Mcgraw-Hill Professional ISBN-13: 978-0-
07-147168-8
8. John J. Coyle, C. John Langley, Brian Gibson, Robert A. Novack, Edward J. Bardi. (2008). Supply Chain Management: A Logistics Perspective (8th
Edition). South-Western Pub. ISBN-13: 978-0-324-37692-0
9. J.P. Saxena (2010). Warehouse Management and Inventory Control. Vikas Publishing House (P) Ltd. ISBN-13: 978-81-259-1210-1
10. Paolo Brandimarte, Giulio Zotteri (2007). Introduction to Distribution Logistics. John Wiley & Sons. ISBN-13: 978-0-471-75044-4
11. Philip M. Price, Natalie J. Harrison, (2007). Warehouse Management and Inventory Control. ISBN-13: 978-1-934231-02-9
12. Stuart Emmett (2005). Excellence in Warehouse Management: How to Minimise Costs and Maximise Value (1st Edition). Wiley
73
CURRICULUM of COMPETENCY UNIT (CoCU) 6. LOGISTICS SAFETY & SECURITY MANAGEMENT
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR INTEGRATED LOGISTICS SERVICES PROVIDER
JOB AREA LOGISTICS
NOSS TITLE LOGISTICS OPERATION ADMINISTRATION
COMPETENCY UNIT TITLE LOGISTICS SAFETY & SECURITY MANAGEMENT
LEARNING OUTCOME
The person who is competent in this competency unit shall be able to plan and implement safety and security measures in compliance with regulatory requirements.
Upon completion of this competency unit, trainees will be able to:-
identify logistics safety & security requirements
coordinate safety & security measures implementation
enforce safety & security compliance
prepare logistics safety & security management report.
PRE-REQUISITE (if applicable)
COMPETENCY UNIT ID IL-013-4:2014-C06 LEVEL 4 TRAINING DURATION
150 HOURS
SKILL CREDIT
15
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
1. Identify logistics safety & security requirements
i. Hazard Identification, Risk Assessment and Risk Control (HIRARC)
Definition
Basic Concepts
Planning and Conduct of HIRARC
ii. Logistics safety and security requirements
i. Review records of past safety and security incidents
ii. Assess types of potential risks to the safety and security of cargo, personnel, facilities and equipment
iii. Assess existing safety
Attitude: i. Precise in
interpreting logistics safety and security requirements
ii. Detail in preparing logistics safety and security checklist
16
24
Lecture Discussion Problem-based learning Demonstration Project
i. Logistics safety requirements interpreted accurately
ii. Logistics security requirements interpreted accurately
74
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Related OSHA requirements
ISO 26000
Customs Trade Partnership Against Terrorism (C-TPAT) programme requirements
Strategic Trade Act 2010 regulations
Transport Asset Protection Association (TAPA) certificate
International Air Transport Association (IATA) requirements
IATA Dangerous Goods Requirements (DGR)
International Maritime Dangerous Goods Requirements (DGR)
International Maritime Organisation (IMO) guidelines
International Maritime Consultative
and security measures assessed
iv. Propose improvement v. Prepare safety &
security plan and checklist
Safety: ii. Comply with safety
regulatory requirements
Environmental: ii. Comply with
environmental regulatory requirements
iii. Logistics safety checklist prepared with adequate details
iv. Logistics security checklist prepared with adequate details
75
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Organisation (IMCO) guidelines
Food Defence guidelines
Environment Quality Act (EQA) regulations
iii. Logistics Safety Requirements
Compliance with OSHA requirements o Usage of PPE o Cargo safety o Safe Working
area o Emergency
Response Team (ERT)
o Safety Committee
o Safe equipment handling
Compliance with regulatory requirements and industry standards
Compliance with airline, shipping line and transporter standards
iv. Logistics Security Requirements
76
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Cargo security
Premise security
Escorts
GPS Tracking v. Safety checklist
Nearest hospital & paramedic contact no.
Nearest Fire and Rescue Department contact no.
Health and Safety equipment o Fire
extinguisher o PPE o Signage
Safety requirements o Forklift driving
licence o Fire Drill o Material
handling training
o Lockout/Tagout vi. Security checklist
Daily, weekly, monthly record o CCTV records
Security personnel
Nearest police station & contact number
77
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
2. Coordinate safety & security measures implementation
i. Safety and security measures for cargo
Proper packing
Storage and location
Proper labelling
Proper handling
Adequate documentation and certification o MSDS/ SDS/
CSDS o Fumigation
certificate o Health certificate
ii. Safety and security measures for premises
Proper signage
Certificate of Fitness (CF)
Compliance with relevant local authority requirements
Display of licence and approval
Functioning security equipment
ERT and first aid kit
Fire Sprinkler
Smoke detector
Security personnel iii. Safety and security
i. Implement safety and security measures
ii. Organise meeting with safety and security providers
iii. Monitor safety and security compliance
iv. Identify safety and security issues
v. Execute action plan to address safety and security issues
Attitude: i. Firm in monitoring
compliance with safety and security regulatory requirements
Safety: i. Comply with safety
and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
16
24
Lecture Discussion Problem-based learning Demonstration Project
i. Safety and security measures implemented as per standard operating procedures
ii. Meeting organised with safety and security providers
iii. Safety and security compliance monitored
iv. Safety and security issues identified
v. Action plan executed to address safety and security issues
vi. Safety and security regulatory requirements adhered
78
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
measures for personnel
PPE
Competent in operating safety and security equipment
iv. Safety and security measures for transport
Proper maintenance of vehicles
Cleanliness of vehicles
GPS installation
Maintenance of movement records
Qualified, disciplined and skilled drivers
v. Logistics safety issues such as:
Accidents
Near miss
Spillage
Contamination vi. Logistics security
issues, such as:
Loss
Damage
Pilferage
Hijack
Sabotage
Inefficiency of
79
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
security guard
Security equipment malfunction
vii. Safety and security action plan
Preventive
Corrective
3. Enforce safety & security compliance
i. Logistics safety and security requirements
Related OSHA requirements
ISO 26000
Customs Trade Partnership Against Terrorism (C-TPAT) programme requirements
Strategic Trade Act 2010 regulations
Transport Asset Protection Association (TAPA) certificate
International Air Transport Association (IATA) requirements
IATA Dangerous Goods Requirements (DGR)
International Maritime
i. Organise safety and security training and awareness programme
ii. Carry out compliance of safety & security procedures
iii. Investigate root cause of incidents and accidents
iv. Initiate corrective actions related to logistics safety and security issues
Attitude: i. Systematic in
organising training and awareness programmes
ii. Firm in enforcing safety & security compliance
iii. Analytical in investigating root cause.
iv. Resourceful in suggesting corrective actions
v. Supportive in providing assistance in guidance
Safety: i. Comply with safety
& security regulatory requirements
Environmental: i. Comply with
16
24
Lecture Discussion Problem-based learning Demonstration Project
i. Safety and security training and awareness programme organised
ii. Compliance of safety & security procedures carried out
iii. Root cause of incidents and accidents investigated using analytical methods
iv. Corrective actions related to logistics safety and security issues taken
80
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Dangerous Goods Requirements (DGR)
International Maritime Organisation (IMO) guidelines
International Maritime Consultative Organisation (IMCO) guidelines
Food Defence guidelines
Environment Quality Act (EQA) regulations
ii. Logistics Safety Requirements
Usage of PPE
Cargo safety
Safe Working area
Emergency Response Team (ERT)
Safety Committee
Safe equipment handling
Compliance with regulatory requirements and industry standards
Compliance with airline, shipping
environmental regulatory requirements
81
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
line and transporter standards
iii. Training and awareness programmes
Fire drill
Handling of hazardous cargo
Proper PPE usage
Usage of security equipment
iv. Analytical methods
4W1H
8-D
5-why v. Managerial skills
Coaching
Delegating
Monitoring
Coordinating
4. Prepare safety & security management report
i. Report writing skills ii. Report contents
Number of accidents
Number of mishandled cargo
Number of equipment breakdown
Injury production time loss
Corrective actions
i. Identify issues to be highlighted in the report:
Number of accidents
Action plan
Updated logistics safety and security checklist
ii. Propose recommendations for continual
Attitude: i. Transparent in
recording and preparing weekly / monthly safety report
Safety:
i. Comply with safety & security regulatory requirements
12
18
Lecture Discussion Problem-based learning Demonstration Project
i. Issues to be highlighted in the report identified
ii. Recommendations for continual improvement proposed
iii. Safety and security weekly / monthly report
82
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
taken
Recommendations for continual improvement
Updated logistics safety and security checklist
iii. Report format iv. Communication skills
improvement iii. Prepare safety and
security weekly / monthly report
Environmental: i. Minimise wastage
Employability Skills
Core Abilities Social Skills
04.08 Develop and negotiate staffing plans
04.09 Prepare work plan
04.10 Utilise science and technology to achieve goal
05.03 Allocate and record usage of financial and physical resources
05.04 Delegate responsibilities and/or authority
05.05 Coordinate contract and tender activities
06.08 Identify and analyse effect of technology on the environment
.
1. Communication skills
2. Conceptual skills
3. Interpersonal skills
4. Learning skills
5. Leadership skills
6. Multitasking and prioritising
7. Self-discipline
8. Teamwork
83
Tools, Equipment and Materials (TEM)
ITEMS RATIO (TEM : Trainees)
1. Safety and security standards
2. Safety checklist
3. Security checklist
4. Safety equipment
5. Security equipment
6. Sample documentation and certification
MSDS/ SDS/ CSDS
Fumigation certificate
Health certificate
1:1
1:1
1:1
1:25
1:25
1:1
REFERENCES
1. AKTA Malaysia (2010). Customs Act 1967. Malaysia. Penerbitan AKTA. ISBN 9789834493578
2. Strategic Trade Act 2010. MDC Publishers. ISBN 9789677013414
3. International Chamber of Commerce (2010). INCOTERMS 2010 : ICC Rules for the Use of Domestic and International Trade Terms .ICC
Publishing S.A. 978-9284200801.
4. Laws of Malaysia. Occupational Safety and Health Act (0SHA) 1994
5. DOSH. 2008. Guidelines for Hazard Identification, Risk Assessment and Risk Control (HIRARC)
6. George, Swartz. 1999. Warehouse Safety: A Practical Guide to Preventing Warehouse Incidents and Injuries. ISBN 978-0865876477
7. Alan Rushton (Editor), Phil Croucher (Editor), Peter Baker (Editor). (2010). The Handbook of Logistics and Distribution Management (Fourth
Edition). Kogan Page. ISBN-13: 978-0-7494-5714-3
8. James Jones (2006). Integrated Logistics Support Handbook (McGraw-Hill Logistics Series) (3rd Edition). Mcgraw-Hill Professional ISBN- 13: 978-
0-07-147168-8
84
CURRICULUM of COMPETENCY UNIT (CoCU) 7. CARGO CONSOLIDATION MANAGEMENT
SECTOR INTEGRATED LOGISTICS SERVICES
SUB SECTOR INTEGRATED LOGISTICS SERVICES PROVIDER
JOB AREA LOGISTICS
NOSS TITLE LOGISTICS OPERATION ADMINISTRATION
COMPETENCY UNIT TITLE CARGO CONSOLIDATION MANAGEMENT
LEARNING OUTCOME
The person who is competent in this competency unit shall be able to manage the process of consolidating smaller or separate shipments to take advantage of better freight rates and cargo security. Upon completion of this competency unit, trainees will be able to:-
identify cargo consolidation requirements
prepare cargo consolidation plan
monitor execution of cargo consolidation plan
prepare consolidation revenue report
PRE-REQUISITE (if applicable)
COMPETENCY UNIT ID IL-013-4:2014-C07 LEVEL 4 TRAINING DURATION
150 HOURS
SKILL CREDIT
15
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
1. Identify cargo consolidation requirements
i. Purpose for consolidation
Cost effectiveness
Control of shipments
Effective follow-up and monitoring
Zero storage/ demurrage/ detention
ii. Types of consolidation
Air import / export
i. Determine types of consolidation
ii. Interpret shipment information
iii. Establish import/ export routing order
iv. Ascertain transhipment logistics requirements
Attitude: i. Meticulous in
identifying cargo consolidation requirements
Safety: i. Comply with safety
and security regulatory requirements
16
24
Lecture Discussion Problem-based Learning Demonstration Project
i. Types of consolidation determined
ii. Shipment information interpreted
iii. Import/ export routing order established
iv. Transhipmen
85
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
/transhipment consolidation
Sea import/export / transhipment consolidation
Trucking domestic/ international consolidation
Rail domestic/ international consolidation
Courier consolidation
iii. Shipment information
Type of cargo o General cargo o Dangerous
goods (DG) o Perishable o Valuable o Fragile o Sensitive o Weapon o Vulnerable o Human remains
Cargo volume/ weight
Origin/ Destination
INCOTERMS
Delivery / collection time and date
Shipping instructions
iv. Import/export routing order
Environmental: i. Comply with
environmental regulatory requirements
t logistics requirements ascertained
86
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Direct / transhipment route
v. Types of cargo restricted for consolidation
Dangerous cargo
Perishable cargo
Valuable / vulnerable cargo
Live stock
2. Prepare cargo consolidation plan
i. Mode of transport
Sea o Full Container
Load (FCL) o Loose Container
Load (LCL) o Bulk
Air o Main deck o Lower deck o Bulk o Unit Load
Device (ULD)
Land o Full Truck Load
(FTL) / Chartered truck
o Loose Truck Load (LTL) / Consolidated Cargo
o Bonded / Non bonded
ii. Transport schedule
Airline schedule
i. Ascertain mode of transport
ii. Determine transport schedule
iii. Plan and coordinate resources required for cargo consolidation
iv. Identify options to optimise resources
v. Plan breakbulk activities
vi. Prepare outbound cargo consolidation manifest
vii. Calculate cargo consolidation cost
viii. Establish cargo consolidation activities monitoring procedures
Attitude: i. Meticulous and
systematic in preparing plan
Safety: i. Comply with safety
and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
16
24
Lecture Discussion Problem-based Learning Demonstration Project
i. Mode of transport ascertained
ii. Transport schedule determined
iii. Resources required for cargo consolidation planned and coordinated
iv. Options to optimise resources identified
v. Breakbulk activities planned
vi. Outbound cargo consolidation manifest prepared
vii. Cargo
87
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
Sailing schedule
Rail schedule
Trucking schedule iii. Types of resources
Manpower
Inland transportation (copy types of trucks)
Containers (sea/air/pallets)
Tools, equipment and materials o Handling
equipment o Packing
materials iv. Cargo consolidation
manifest v. Breakbulk activities
Cargo segregation according to INCOTERMS/ final destination
Cargo distribution
Collection of freight/ breakbulk charges
vi. Consolidation rates calculation
vii. Cargo consolidation activities monitoring procedures
consolidation cost calculated
viii. Cargo consolidation activities monitoring procedures established
88
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
3. Monitor execution of cargo consolidation plan
i. Communication skills ii. Interpersonal skills iii. Negotiation skills iv. Cargo consolidation
monitoring methods
Cargo tracking website
GPS v. Types of discrepancies
related to cargo consolidation
Damaged cargo
Missing cargo
Mishandled cargo
Roll over cargo
Shut out / offload
Partial shipment vi. Problem solving skills vii. Crisis management
i. Conduct briefing on cargo consolidation activities
ii. Liaise with other service providers to optimise resources
iii. Provide information on cargo consolidation status
iv. Monitor cargo consolidation activities
v. Resolve discrepancies related to cargo consolidation
Attitude: i. Objective and
systematic in monitoring execution of plan
ii. Resourceful and creative in problem solving
Safety: i. Comply with safety
and security regulatory requirements
Environmental: i. Comply with
environmental regulatory requirements
16
24
Lecture Discussion Problem-based Learning Demonstration Project
i. Briefing on cargo consolidation activities conducted
ii. Cooperation with other service providers performed to optimise resources
iii. Information on cargo consolidation status provided
iv. Cargo consolidation activities monitored
v. Discrepancies related to cargo consolidation resolved
4. Prepare cargo consolidation revenue report
i. Buying and selling freight rate
ii. Related costs in consolidation
Transport cost
Manpower cost iii. Profit sharing with
consolidation partners iv. Profit and loss
i. Prepare profit and loss statement
ii. Produce cargo consolidation revenue report
iii. Review cargo consolidation process and procedures
iv. Analyse cargo
Attitude: i. Meticulous and
systematic in preparing revenue report
Safety: i. Comply with safety
and security
12
18
Lecture Discussion Problem-based Learning Demonstration Project
i. Profit and loss statement prepared
ii. Cargo consolidation revenue report prepared
89
Work Activities Related Knowledge Related Skills Attitude/Safety/ Environmental
Training Hours
Delivery Mode
Assessment Criteria
statement v. Cargo consolidation
revenue report vi. Continual
improvement initiatives
Cargo consolidation process and procedures review
vii. Cargo consolidation market trends
consolidation market trends
v. Initiate cargo consolidation continual improvement
regulatory requirements
Environmental: i. Minimise wastage
iii. Cargo consolidation process and procedures reviewed
iv. Cargo consolidation market trends analysed
v. Cargo consolidation continual improvement initiated
Employability Skills
Core Abilities Social Skills
04.08 Develop and negotiate staffing plans
04.09 Prepare work plan
04.10 Utilise science and technology to achieve goal
05.03 Allocate and record usage of financial and physical resources
05.04 Delegate responsibilities and/or authority
05.05 Coordinate contract and tender activities
06.08 Identify and analyse effect of technology on the environment
1. Communication skills
2. Conceptual skills
3. Interpersonal skills
4. Learning skills
5. Leadership skills
6. Multitasking and prioritising
7. Self-discipline
8. Teamwork
90
Tools, Equipment and Materials (TEM)
ITEMS RATIO (TEM : Trainees)
1. Sample cargo consolidation plan
2. Various types of cargo
3. Tools, equipment and materials
Handling equipment
Packing materials
4. Sample profit & loss statement
5. Sample revenue report
1:1
As required
1:25
1:1
1:1
REFERENCES
6. AKTA Malaysia (2010). Customs Act 1967. Malaysia. Penerbitan AKTA. ISBN 9789834493578
7. Strategic Trade Act 2010. MDC Publishers. ISBN 9789677013414
8. International Chamber of Commerce (2010). INCOTERMS 2010 : ICC Rules for the Use of Domestic and International Trade Terms .ICC
Publishing S.A. 978-9284200801.
9. Ho Chee Mun. The Practitioner’s Definitive Guide: Airfreight Forwarding. Singapore Logistics Association.ISBN 9789812466253
10. Alan Rushton (Editor), Phil Croucher (Editor), Peter Baker (Editor). (2010). The Handbook of Logistics and Distribution Management (Fourth
Edition). Kogan Page. ISBN-13: 978-0-7494-5714-3
11. James Jones (2006). Integrated Logistics Support Handbook (McGraw-Hill Logistics Series) (3rd Edition). Mcgraw-Hill Professional ISBN-13: 978-
0-07-147168-8
12. John J. Coyle, C. John Langley, Brian Gibson, Robert A. Novack, Edward J. Bardi. (2008). Supply Chain Management: A Logistics Perspective
(8th Edition). South-Western Pub. ISBN-13: 978-0-324-37692-0
13. Paolo Brandimarte, Giulio Zotteri (2007). Introduction to Distribution Logistics. John Wiley & Sons. ISBN-13: 978-0-471-75044-4
14. U.S. International Trade Commission (2005). Logistic Services: An Overview of the Global Market and Potential Effects of Removing Trade
Impediments, Inv. 332-463. ISBN-13: 978-1-4578-1985-8
15. David J. Bloomberg, Stephen B. LeMay, Joe B. Hanna. (2001). Logistics (1st Edition). Prentice Hall. ISBN-13: 978-0-13-010194-5
91
TRAINING HOURS SUMMARY
SECTOR : INTEGRATED LOGISTICS SERVICES
SUB SECTOR : INTEGRATED LOGISTICS SERVICES PROVIDER
JOB AREA : LOGISTICS
NOSS TITLE : LOGISTICS OPERATION ADMINISTRATION
JOB LEVEL : FOUR (4)
CU ID
COMPETENCY UNIT
TRAINING DURATION
HOURS
LOGISTICS CUSTOMER RELATION MANAGEMENT 240
LOGISTICS RESOURCES MANAGEMENT 160
CARGO DISTRIBUTION MANAGEMENT 120
TRACKING & TRACING SYSTEM OPERATION MANAGEMENT
160
WAREHOUSE INVENTROY MANAGEMENT 190
LOGISTICS SAFETY & SECURITY MANAGEMENT 150
CARGO CONSOLIDATION MANAGEMENT 150
Total Training Duration (Core Competency Units)
1170
92
ABBREVIATIONS
AFAM Airfreight Forwarders Association of Malaysia AFAM Airfreight Forwarders Association of Malaysia AFTA ASEAN Free Trade Area AFTA ASEAN Free Trade Area AP Approved Permit ASEAN Association of Southeast Asian Nations AWB Airway bill BL Bill of Lading CAR Corrective Action Report CBM Cubic Metre CoCU Curriculum of Competency Unit COD Cash On Delivery CP Competency Profile CPC Competency Profile Chart C-TPAT Customs Trade Partnership Against Terrorism CU Competency Unit DAP Delivery At Place DCA Department of Civil Aviation DDP Delivery Duty Paid DG Dangerous Goods DID Drainage and Irrigation Department DKM Diploma Kemahiran Malaysia DLKM Diploma Lanjutan Kemahiran Malaysia DOA Department Of Agriculture DOE Department of Environment DOP Department Of Pharmacy DOSH Department of Occupational Safety and Health DSD Department of Skills Development EDI Electronic Data Interchange EFT Electronic Fund Transfer EQA Environment Quality Act ERP Enterprise Resource Planning ETA Expected Time of Arrival ETD Expected Time of Departure FCL Full Container Load FCZ Free Commercial Zone FDA Food & Drugs Administration FEFO First Expired First Out FIATA International Federation of Freight Forwarders Associations FIFO First In First Out FMFF Federation of Malaysia Freight Forwarders FTZ Free Trade Zone GDP Good Delivery Practices GMP Good Manufacturing Practices GPS Global Positioning System GST Government Service Tax HBL House Bill of Lading HIRARC Hazard Identification, Risk Assessment and Risk Control HR Human Resource HS CODE Harmonized Commodity Description and Coding System IATA International Air Transport Association IMO International Maritime Organisation INCO International Maritime Consultative Organisation
93
INCOTERM International Commercial Terms ISO Standards of International Organization ISPM International Standards for Phytosanitary Measures JBE Jabatan Bekalan Elektrik JD Job Description JPK Jabatan Pembangunan Kemahiran JPTS Jawatankuasa Teknikal Penilaian Standard KLAS Kuala Lumpur Airport Service KPI Key Performance Indicator KTM Keretapi Tanah Melayu LCL Less than Container Load LIFO Last In First Out LMW License Manufacturing Warehouse MAS Malaysia Airlines MAWB Master Airwaybill MBL Master Bill of Lading MITI Ministry of International Trade and Industry MOF Ministry Of Finance MPKK Majlis Pembangunan Kemahiran Kebangsaan MSDS Material Safety Data Sheet NOA Notice-Of-Arrival NOSS National Occupational Skills Standard OAS Occupational Area Structure OGA Other Government Agencies OS Occupational Structure OSHA Occupational Safety & Health Act PC Performance Criteria PDCA Plan Do Check Action POD Proof Of Delivery SAP Systeme, Andwendungen, Produkte SKM Sijil Kemahiran Malaysia SMK Sistem Maklumat Kastam SOP Standard Operating Procedure SP Standard Practice STA StrategicTrade Act STC Standard Trading Conditions SWOT Strength, Weakness, Opportunity Threat