TLIA1707C - Apply Product Knowledge To Organise Work Operations - Learner Guide

TLIA1707C Apply product
knowledge to organise
work operations
Learner Guide
Contents
What this Learner’s Guide is about ........................................ 1
Planning your learning ........................................................... 2
How you will be assessed ...................................................... 5
Section 1............................................................................................. 7
How do you classify warehouse products? ............................ 7
Section 2........................................................................................... 21
How do you store products in your warehouse? .................. 21
Section 3........................................................................................... 27
How are products moved through the warehouse? ............. 27
Section 4........................................................................................... 37
Problem solving in the warehouse ....................................... 37
Additional resources ....................................................................... 46
Feedback on activities .................................................................... 48

TLIA1707C Apply product knowledge to organise work operations
What this Learner’s Guide is about
This Learner’s Guide is about product knowledge and involves the skills
and knowledge to apply product. Knowledge to the organisation of
work operations including: identifying and categorising projects,
matching products to locations based on specified criteria and
assisting individuals to solve stock identification and location
problems.
Product knowledge is all about how you organise the classification,
storage, identification and movement of products in your warehouse.
This module will also help you to develop skills in communicating with
your work team, and solving workplace problems.
The Elements of Competency from the unit TLIA1707C Apply product
knowledge to organise work operations covered in this Learner’s
Guide are listed below.
Identify and categorise products
Match products to locations based on specified criteria
Assist individuals to solve stock identification and location problems
Identify appropriate transport and handling requirements
Contribute to continuous improvement
This unit of competency is from the Transport and Logistics Training
Package (TLI07).
© Australian National Training Authority 2003 Page 1

Customised and developed by Armstrong’s Driver Education Pty Ltd May 2009 ADELG1068
Planning your learning
It is important to plan your learning before you start because you may
already have some of the knowledge and skills that are covered in this
Learner’s Guide. This might be because:
• you have been working in the industry for some time,
and/or
• you have already completed training in this area.
Together with your supervisor or trainer use the checklists on the
following pages to help you plan your study program. Your answers to
the questions in the checklist will help you work out which sections of
this Learner’s Guide you need to complete.
This Learner’s Guide is written with the idea that learning is made more
relevant when you, the learner, are actually working in the industry.
This means that you will have people within the enterprise who can
show you things, discuss how things are done and answer any
questions you have. Also you can practise what you learn and see how
what you learn is applied in the enterprise.
If you are working through this Learner’s Guide and have not yet found
a job in the industry, you will need to talk to your trainer about doing
work experience or working and learning in some sort of simulated
workplace.
Page 2 © Australian National Training Authority 2003

ADELG1068 Customised and developed by Armstrong’s Driver Education Pty Ltd May 2009
Section 1: How do you classify warehouse

products?
Are you able to: Yes No

1. list twenty products stored in your
warehouse?
2. explain how each product is classified?
3. describe and explain the kind of
identification that is used with each of the
products you have listed?
Section 2: How do you store products in your

warehouse?

1. list five different ways in which products
are stored?
2. explain the different storage requirements
of different products?
3. explain what is meant by the words ‘pick’
and ‘range’?
Section 3: How are products moved through the

warehouse?

1. list four ways products are moved within
the warehouse?
2. describe the occupational health and safety
regulations which apply to work in your
warehouse?
3. list the documents that have to be filled in
when goods are moved into and out of the
warehouse?

Section 4: Problem solving in the warehouse

1. identify likely queries that team members
may have about products in the
warehouse?
2. list the problem solving techniques you
could use in your warehouse section?
3. apply product knowledge and instructional
techniques to assist team members with
product inquiries?

How you will be assessed
Assessment of this Unit of Competency will include observation of real
or simulated work processes using workplace procedures and
questioning on underpinning knowledge and skills. It must be
demonstrated in an actual or simulated work situation under
supervision.
You will be required to:

• describe how goods are classified in your workhouse
• describe problem solving processes you use in the
workplace
• identify and respond to problems arising in the workplace.


Section 1
How do you classify warehouse

products?

Section outline
Areas covered in this section
What are your warehouse products?
How do you classify your products?
How do you identify your products?
How can you locate products in your warehouse?

What are your warehouse products?
In this section you have to consider the range of products in your
warehouse. The range of products stored in your warehouse will
determine the way your classification, location, storage and
identification systems are set up.
When looking at the range of products stored in your warehouse you
need to consider:
• size of products
• shape of products
• weight of products
• volume of products
• if products are dangerous
• high and low value items
• seasonality of sales
• frequency of pick – fast or slow moving items.

Activity 1: Products in your warehouse
Identify the main types of products stored and dispatched from your
warehouse. List them below.
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
Now think about some of the ways some products resemble other
products – in size, for instance, or colour, or what they’re made
from – wood, plastic, steel, etc.
What product characteristics influence how products are classified

in your warehouse?
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
There is feedback on this activity at the back of this Learner’s

Guide.

How do you classify your products?
Next you need to look carefully at how products in your warehouse are
classified.
Products are classified so that:

• they are easier to find
• they are easier to store
• similar products can share similar conditions; for example,
refrigerated goods can all be kept cold, dangerous goods
can all be kept in a safe area.
How you classify your products will depend on what products you
have and your storage system. Some common classifications include:
• size
• shape
• weight
• shelf life
• degree of danger
• when they will be sold (seasonality)
• expense; whether goods are cheap or expensive
• frequency of use; slow moving or fast moving items.

Activity 2: Classifying products
You work in a warehouse that stores and dispatches products for a

major hardware chain-store. Some of the products include:
• bagged cement
• gardening implements
• cleaning chemicals
• nails, screws, bolts, etc.
• crockery
• cooking utensils
• light bulbs
• plastic washing buckets
• bagged gravel
• tools (hammers, screw drivers, etc.)
• weed killer
• small hooks for pictures, bathrobes, etc.
Describe how you might classify these things. Consider things

such as:
• how often they are used
• how big they are
• whether they break easily
• if Occupational Health and Safety regulations apply to their
storage or use
• whether they have a high turnover.
Discuss your suggested answers with your trainer, and add any
extra suggestions they may have.

Guide.

How do you identify your products?
Apart from being classified, goods have to be marked in a way that will
identify them. This is important because:
• pickers need to be able to find products quickly and easily
• you need to be able to identify quickly how much of each
product you have
• a good identification system will help you to keep accurate
records.
Identification is very important with packaged goods. If goods are
stored in packets or boxes you need some way of knowing what is
inside the box or package.
Sometimes packages have labels. Sometimes they have other kinds of
marking and identification, such as barcodes.
When labelling products, you should make sure that your labelling
system is:
• as simple as possible
• easy to read and understand.

Activity 3: How do you identify products?
Describe the identification system currently used in your

warehouse.
Does it use numbers or letters?
____________________________________________________
____________________________________________________
Are items bar coded?
____________________________________________________
____________________________________________________
Are items colour coded?
____________________________________________________
____________________________________________________
Is the system easy to understand?
____________________________________________________
____________________________________________________
Is it easy to learn?
____________________________________________________
____________________________________________________
Discuss the following questions with your trainer and record your
answers below.
Why is an identification system used in your warehouse?
____________________________________________________
____________________________________________________
____________________________________________________

What do you think are the basic principles of good identification?
____________________________________________________
____________________________________________________
____________________________________________________
What are some common identification systems?
____________________________________________________
____________________________________________________
What problems could be caused by a poor identification system?
____________________________________________________
____________________________________________________
Now think about the identification techniques used in your

warehouse. Discuss the following questions with your trainer and
record your answers below.
Is there something different or special about the kind of

identification system used in your warehouse?
____________________________________________________
____________________________________________________
____________________________________________________
In what way do you think the types of products stored in your

warehouse affect the method of identification you use?
____________________________________________________
____________________________________________________
____________________________________________________
Do you think this type of classification is effective?
____________________________________________________
What are its good features?
____________________________________________________
____________________________________________________

Are there any improvements you can suggest?
____________________________________________________
____________________________________________________

Guide.

How do you locate products in your

warehouse?
It is important to know how to find the products which are stored in
your warehouse.
Your stock location system
You need to have a systematic approach to locating products, so that
‘local knowledge’ is not the only way of finding things. A systematic
approach to stock location will:
• cut down on distances travelled to pick orders and
replenish stock
• allow workers to know the exact location of each bulk
storage product
• improve the productivity and efficiency of the warehouse
operation.
How should stock be located?
When allocating stock locations in your warehouse you should:

• allocate sequenced pick location numbers to every pick
face and storage location
• separate fast and slow moving items
• have frequently picked materials closest to the dispatch
docks
• group together products which are likely to be on the
same delivery
• as much as possible group together items which are
received together as this will help you in putting away
• store heavy or awkward items in accessible and suitable
handling locations; the system should lock out certain
products from certain areas
• separate items which are similar in appearance to reduce
picking errors
• avoid grouping products with high turnover along narrow
aisles.

How does your warehouse layout affect the

location of stock?
The way your warehouse is layed out will influence your stock location
system. If possible your warehouse layout should incorporate the
following features:
• the separation of stock for:
− quarantine
− bulk or reserve stock
− picking stock
− damaged stock
− returned stock
• the separation of batches so that they can be ‘tracked’ if
necessary.
Maps, signs and floor plans will also help pickers to find the goods they
need quickly and efficiently.
How can you make sure that stock is rotated?
You can rotate your stock more efficiently if it is well located. Oldest
stock will be used first if you:
• clearly label every pallet
• store different batches of a product in separate locations
• store all items by location number
• avoid mixed storage locations
• continually monitor shelf life.
Stock rotation can be made more difficult if you have:
• a lack of space
• storage locations which are too deep.

Activity 4: Showing where things are
In the space provided draw a simple map of your warehouse. Use a

‘key’ and indicate where products are stored. Your map will be
simple and may look something like this:
Key
Carpark A = aluminium
B = building materials
C = ceramics
Ci = cisterns
Ce = bagged cement
G = guttering
Offices

Guide.


Section 2
How do you store products in

your warehouse?

Section outline

How are products stored in your warehouse?

How are products stored in your warehouse?
Products are stored in many ways. Some, for instance, are stored in
bins, on racks, stacked on pallets or in reserved floor space. Certain
kinds of products – mainly foodstuffs – must be refrigerated or deep-‐
frozen.
Then there are products that require constant observation. Again,

these will include foodstuffs with use by dates. They will also include
items such as plants which require feeding and watering.
Some chemical products have use by dates and so do medicines.
There may be Occupational Health and Safety regulations which
control the storage of these materials.
Special arrangements must be made for products that are very big or
very small. Special storage is needed, for instance, for some very large
do-‐it-‐yourself kits. Special storage is also needed for very small
electronic components.
The size and the weight of products will determine the combination of
bins, racks and pallets used in your warehouse.
Goods which move quickly through a warehouse may also require

convenient storage. On the other hand, goods which move slowly can
be placed in less accessible places.
When planning placement in a warehouse the so-‐called ‘80/20 rule’ is
used. This rule says that 80% of the movement will concern 20% of the
stock. In other words there will be a fraction or part of the stock that
is in high demand and has high turnover.
Workers need easy access to high turnover stock.
You can decide what is high turnover stock using the ‘rule of thumb.’
This is another name for experience. The warehouse manager is
expected to be able to judge which products move most quickly.
Of course, the manager will check and be familiar with turnover
figures. These tell the manager how long goods usually stay in the
warehouse before they are moved to some other place.

Activity 5: Locating some goods and products
Sketch a map of your warehouse. On it, indicate where the

following are stored:
• refrigerated goods
• goods that are extremely large and heavy
• goods that are very small
• high demand goods
• very expensive materials
• perishable goods with a relatively short shelf-life
• dangerous goods.
Now explain how it is made easy for workers to find products that
are needed to fill out an order.
Which of these are used? (Put ticks beside the ones used in your
warehouse).
• overhead signs 
• floor markings 
• maps of the warehouse displayed prominently 
• shelf labels with names and bar codes. 
If any of these are not used explain why you think they’re not used.
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

Do you use any other systems apart from those listed? Describe
them below:
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________
____________________________________________________

Guide.


Section 3
How are products moved through

the warehouse?

Section outline

How are products moved through the warehouse?

How are products moved through the

warehouse?
Products can be moved in various ways such as:

• Manual handling
This is used for smaller goods which are picked up and then carried to
a delivery department. sometimes a basket or a trolley is used.
• Motorised vehicles like Forklifts
These are useful for larger or awkward shaped goods.

• Motorised conveyor belts
These can carry heavy items from one place to another within the
warehouse.
What about Occupational Health and Safety?
Lifting and moving heavy goods can cause strains, sprains and other
physical problems for workers. Because of this there are many rules
that a worker must know and abide by when lifting heavy items.

Activity 6: What about Occupational Health and Safety?
Find out (from your OHS officer or your trainer) the correct
procedures for lifting a heavy box, and record them below.
______________________________________________________________________
______________________________________________________________________
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______________________________________________________________________
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______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
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Guide.

There are other rules that apply to handling dangerous goods such as
toxic chemicals and gases.
Regulations concerning the movement of heavy and dangerous items

require that certain notices and warnings be displayed in a warehouse.
You should make sure that these notices are displayed in your
warehouse, and that everyone knows what they mean.

Activity 7: Dangerous goods
What hazardous or dangerous goods must you move in your

warehouse? (You may need to ask your OHS officer or trainer.)
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Are there any special procedures you must follow when moving
these goods?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

Activity 8: Warnings and safety
Note the warning signs on display in your warehouse. In the

following space sketch each one and explain the message it is
meant to give:

Fill in the following table for five different items stored in your
warehouse. In your ‘comment,’ mention why you think legislation is
necessary for the movement of this particular product
(Note: you may need to approach your warehouse’s Occupational

Health and Safety Officer to obtain this information).
Product Classification Usual Appropriate Comment

name method of legislation
movement

Guide.

Despatch
Care must be taken when moving items out of a warehouse.
The first thing you need to consider is the handling of the goods.
Goods must be packed properly. They must also be made ready for
quick and easy removal.
Special attention must be given to goods that are perishable as well as
other goods that need special handling and storage.
Attention is also needed for record keeping. In dispatching goods,
proper records must be made. Orders must be marked off to show
that they have been filled and the goods dispatched. Stock records
need to be changed to show that goods have left the warehouse. This
way you can be sure that orders are made for the replacement of
stock.
Transportation records must also be kept. Drivers collecting goods for
dispatch will have delivery dockets that must be made out for them.
These will show what goods they are responsible for. They will also be
marked so that the driver can have them confirmed once the goods
have been delivered.

Activity 9: Despatch procedures
Make a flowchart showing all the dispatch procedures for your

warehouse. (If you need help in constructing this flowchart ask
your trainer where you might get assistance).

Guide.

Section 4
Problem solving in the warehouse

Section outline
What questions might your work team have?
Problem solving with your work team

What questions might your work team have?
When you are supervising you are dealing with workers who will need
your instruction, assistance and advice. The workers will present you
with problems and ask you questions.
Your work team might ask for help with:

• where a product is
• how to identify a product
• how a product is labelled
• cataloguing, microfiche or computer scanning systems.

Activity 10: Noting problems
Keep a record of all the work related questions you are asked by
your work team for two days. Note when the questions were asked
and who asked them.
Date Time Name Questions
List the questions that were asked more than once.
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
If you find yourself answering the same question over and over
what steps might you take to deal with this problem? (List three.)
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

Guide.

Problem solving with your work team

A problem occurs when there is a difference between what should be
happening in your workplace and what is actually happening. For
example, as pickers fill orders, they should be able to locate items
quickly and easily. If they can’t, there is a problem.
The problem solving process is explained below. It is also detailed in
this flowchart.

Step 1 Problem definition
When trying to solve a problem in your workplace you must first
identify what the problem is. This is known as problem definition. You
should ask yourself:
• what is the problem?
• where is it?
• when did it happen?
• when was it noticed?
• how bad is the problem?
• who does it affect?
These questions will help you to get a better understanding of what
the problem is, and what it is about.
Step 2 Problem solution
Having identified what the problem is and gathered some information
about it you can now begin to come up with some solutions using the
following techniques:
Brainstorming is a simple ideas session where everyone freely

contributes as many ideas about the problem and its solutions as
possible – someone might take notes
Sorting out the ideas

This involves clustering ideas from your brainstorm into groups of
possible solutions.
Step 3 Solution implementation
Having identified a solution you now need to be sure that it will be put
into action. When implementing your solution ask yourself the
following questions:
• who will be doing the work?
• what needs to be done?
• when does it need to be done by?
• how much will it cost and how much will it save the
company?

Step 4 Review
Review is important in any problem situation. When a solution is put in
place it must be monitored carefully to see that it works. If it doesn’t
you have a new problem and you start again.

How can you give clear instructions to your

work team?
It is important that the instruction and advice you give your team is
clear and accurate. Without clear instructions, workers will not know
what they’re doing and many mistakes can be made. Try the following
steps when giving instructions:
• wherever possible, deliver your instructions face-‐to-‐face
• think through instructions before you give them; unclear
or incorrect instructions are often worse than none at all
• choose the best words you can for your message
• watch for any signs that your listener does not understand
what you are saying
• when you have finished, ask if your listener has any
questions about what you have just said.
Note that a sign of good management is the ability to predict and
anticipate problems before they occur and to have solutions ready
when the problems do arise.
The ability to predict and anticipate problems comes from experience
and thorough study of:
• warehouse operation and procedures
• customer activity and requirements.
Remember, too, that dealing with problems often requires the efforts
of more than just one person. What this means is that your workplace
will be more effective if people are able to work together, particularly
in the problem-‐solving process.

Activity 11: Solving a problem
Consider the given situations and suggest how you might address
these problems.
• A bar code has been knocked off a box of goods that is
currently in storage.
• You realise that a pallet of goods has been incorrectly labelled.
The pallet is only half filled which means that many orders have
already been incorrectly picked.
• Pickers have noticed that many small items are falling through
their racks and becoming damaged.
Give instructions to other team members concerning:

• product features
• location storage requirements
• other sources of information (catalogue, microfiche, computer,
other staff).

Guide.

Additional
resources

Resources to support learners in this unit will be workplace based
and could include:
• workplace reports
• issues arising from meetings and day-‐to-‐day work
• flowcharts used in the workplace to describe work processes
• discussions with teams
• quality manuals, SOPs, etc.

Feedback on
activities
The responses provided in this section are suggested responses.
Because every workplace is different, your responses may vary
according to your specific workplace procedures, the equipment
available and the nature of the business.

Activity 1: Products in your warehouse
Answers will vary from one warehouse to another. Most

warehouses carry a wide range of goods.
Goods might be classified as:

• large
• heavy
• long
• of certain shapes
• possibly dangerous
• carrying a use by date
• picked frequently.
They may have other identifying characteristics such as colour or

content.
Activity 2: Classifying products
The classification characteristics from Activity 1 might be useful.
Activity 3: How do you identify products?
1. Your answers will depend on the systems used in your

warehouse.
2. • Identification systems help you recognise and find various

goods.
• Good identification is clear and sensible.
• Goods are identified using numbers, letters, and barcodes.
• Poor identification will mean inefficiency in the warehouse.

3. • Special features will relate to the kind of products stored in

the warehouse.
• Classifications and identification systems are effective if they

help workers to find and move goods easily.
• Other answers will vary from one warehouse to another.
Activity 4: Showing where things are
Answers will vary.
You should show all areas clearly and accurately.
Activity 5: Locating some goods and products
Your sketch map needs to be accurate and note the kind of goods
the warehouse carries.
Activity 6: What about Occupational Health and Safety?
When lifting heavy goods you should:

• stand close to the load
• bend at the knees
• keep the spine straight
• get a firm grip on the load
• lift by straightening the legs and keeping the spine straight
• keep the object close to you
• take short, careful steps
• avoid sudden, jarring movements.

Activity 7: Warnings and safety
1. • Note particularly if HAZCHEM signs are in use.
• NO SMOKING signs will also be used.
• Often there are signs to warn of dangerous work practices.
• Notices might explain First Aid procedures.
2. Legal provisions are sometimes covered in industry awards and

agreements. Union officers will have access to these.
Activity 8: Dispatch procedures
• Your flowchart should centre on the warehouse.

• You may need to refer to your warehouse’s procedures or work
instructions to do this activity.
Activity 9: Noting problems
1. Questions asked frequently might be answered:

• at team meetings
• by placing the answers on notices
• by giving out bulletins
• by giving messages over a public address system.
Activity 10: Solving a problem
• Team members must be informed of the problem.

• Defective labelling and packaging must be removed or fixed.
• Workers must be encouraged to report similar occurrences.
• It is good policy to ask workers for suggestions on how
problems might be addressed. Questions can be asked to
individual workers or the questions can be raised in team
meetings.


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TLIA1707C Apply product

Additional resources ....................................................................... 46

Feedback on activities .................................................................... 48

What this Learner’s Guide is about

Identify and categorise products

Match products to locations based on specified criteria

Assist individuals to solve stock identification and location problems

Identify appropriate transport and handling requirements

Contribute to continuous improvement

© Australian National Training Authority 2003 Page 1

Planning your learning

Page 2 © Australian National Training Authority 2003

Section 1: How do you classify warehouse

Are you able to: Yes No

Section 2: How do you store products in your

Are you able to: Yes No

Section 3: How are products moved through the

Are you able to: Yes No

© Australian National Training Authority 2003 Page 3

Section 4: Problem solving in the warehouse

Are you able to: Yes No

Page 4 © Australian National Training Authority 2003

How you will be assessed

You will be required to:

© Australian National Training Authority 2003 Page 5

Page 6 © Australian National Training Authority 2003

How do you classify warehouse

© Australian National Training Authority 2003 Page 7

Areas covered in this section

What are your warehouse products?

How do you classify your products?

How do you identify your products?

How can you locate products in your warehouse?

Page 8 © Australian National Training Authority 2003

What are your warehouse products?

© Australian National Training Authority 2003 Page 9

Activity 1: Products in your warehouse

What product characteristics influence how products are classified

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

Page 10 © Australian National Training Authority 2003

How do you classify your products?

Products are classified so that:

© Australian National Training Authority 2003 Page 11

Activity 2: Classifying products

You work in a warehouse that stores and dispatches products for a

Describe how you might classify these things. Consider things

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

Page 12 © Australian National Training Authority 2003

How do you identify your products?

© Australian National Training Authority 2003 Page 13

Activity 3: How do you identify products?

Describe the identification system currently used in your

Does it use numbers or letters?

Are items bar coded?

Are items colour coded?

Is the system easy to understand?

Why is an identification system used in your warehouse?

Page 14 © Australian National Training Authority 2003

What do you think are the basic principles of good identification?

What are some common identification systems?

What problems could be caused by a poor identification system?

Now think about the identification techniques used in your