Elements and Performance Criteria

The Range of Variables statement provides details of the scope of the Elements and Performance Criteria to allow for differences within enterprises and workplaces, including practices, knowledge and requirements. The Range of Variables also provides a focus for assessment and relates to the unit as a whole. The variables listed should be considered indicative rather than exhaustive and should be used as applicable to the job role or function.

General Contexts may include but are not limited to
Type of products and services provided
Business policy and procedures with regard to the acquisition and sale of products and services
Size, type and location of business
Business merchandise range
Strategic measurement and evaluation systems and processes
Characteristics of the specific product(s) or service(s)
Management structure and communication relationships
Business service range
Customers including other businesses or end consumers serviced through business customers or directly
Varying levels of staff training
Worksite specific context, variations and environments

Workplace Contexts may include but are not limited to
Workplace-specific guidelines, policies and practices
Conditions of service, legislation and industrial agreements
Consultative processes may involve
Staff members
Teams
Management
Union representatives
Industrial relations, Occupational Health & Safety specialists
Other professional or technical staff
Relevant personnel may vary with context, level of employment, ascribed duties, nature of enquiry or response required.

Applicable State/ Territory/ Commonwealth regulations and legislation may include but are not limited to
Occupational Health and Safety
Workplace relations
Workers compensation
Industry codes of practice
License, patent or copyright arrangements
Environmental protection legislation
Equal Employment Opportunity and anti-discrimination law
Emergency procedures
Transport, storage and handling of goods
Food safety
Australian Competition and Consumer Commission provisions
Trade Practices Act

Sources of information may include but are not limited to
Legislation and regulations
Work procedures and internal manuals
Company operating procedures and instructions
Manufacturer's specifications
Supplier and/ or customer instructions
Manifests
Codes of practice
Quality assurance systems, procedures and policies
Awards, workplace agreements, and other industrial arrangements
Oral/ verbal communication including face to face, telephone, Internet, radio, and such like
Written instructions and communication such as data exchange, letters, e-mails
Non-verbal communication
Feedback
Safety instructions and workplace signage
Direct or indirect
Electronic or hard copy
Policy and protocols

Work site environment factors may include but are not limited to
Key elements of a recall strategy may include
Timing
Warnings
Insurance issues
Consultation with key stakeholder
Organising logistics
Reporting compliance
Claim procedures on recalled products
Legal requirements
Approvals obtained
Impact on business relationships and contractual arrangements

Product recall bodies and committees may include
Recall Coordinating Committee, manufacturer or industry recall committee, Australian and New Zealand Food Authority, Australian Food Council, Grocery Manufacturers of Australia, wholesale and distribution bodies, and/ or state and territory government bodies including those responsible for health, consumer affairs, and Industry, Science and Tourism.

Types of standards, performance benchmarks or specifications may include
Australian Standards
International Standards
Professional standard
Industry standards
Performance indicators
Quality measures and criteria
Planning milestones and timeframes
Design brief
Manufacturers' and suppliers' standards

Recall procedures and standards include
Those outlined by the Australian & New Zealand Food Authority and Trade Practices Legislation and procedure manuals.
Business operating procedures.
Relevant Australian Standards for product manufacturer, maintenance, storage, transportation, handling or sale.

Reports may include
Risk Assessment report
Customer Complaint
Nature of contamination
Nature of complain
Characteristics of product - fresh food, long life, grocery, general merchandise, chilled, packaged, unpackaged
Police report

Suppliers may be
Commercial companies
Public agencies or organisations
Governments
Community and not-for-profit organisations
Internal

The following components of the Evidence Guide relate directly to the Performance Criteria and the Range of Variables for the unit of competency and will inform and provide guidance for assessment of the unit in the workplace and/or training program. This Evidence Guide must be read in conjunction with the Assessment Guidelines for the National Wholesale Training Package.

Critical aspects of evidence
Assessment requires evidence of the following be collected:
Responsiveness to customer complaints
Able to maintain confidentiality and security of initial complaint and potential risk
Able to manage recall process for a work site/ recall activity
Demonstrated ability to organise, plan or complete recall and withdrawal procedures to business, manufacturer or government initiated recall notice
Evidence for consistency judged by satisfactory and timely task performance over time
High order communication skills including interpersonal communication with staff, external stakeholders and business customers
Planning and organising activities evidenced through verbal and written documents that identify plans, clarity of instructions and implementation of agreed actions

Interdependent assessment of units
This unit may be assessed in conjunction with other units that form part of a job role or function.

Underpinning knowledge and skills
Display knowledge in terms of job role or function:
Processing customer complaints dealing with potential risk to public health and safety
Correct reporting procedures
Reporting and recording all actions
Recall process
Public liability obligations
Implications of differing contract types and contexts
Consumer groups and representative bodies
Relevant government agencies at all tiers of government
Relevant commercial law and legislation
Trade practices law
Rights and responsibilities of all parties
Transport, storage and disposal of recalled products
Australian Competition and Consumer Commission provisions
Information sources on product and supply arrangements for customers
Business policy and procedures impacting job role or function
Occupational health and safety aspects of job

Display skills in terms of job role or function, including the ability to:
Map Australian Standards/ Australia & New Zealand Food Authority requirements for product recall procedures
Secure, prepare and review product recall practices and procedures
Analytical and decision making skills
Planning and organisational skills
Communication skills including internally within the company and with external parties including consumer groups, media, government bodies, business customers and suppliers, and individual consumers.

Resource Implications
Access to required assessment evidence, time spent with assessee in assessment, competency outcomes and appropriate assessment facilities.

Consistency in performance
The assessment method should be conducted over time to cover all elements and performance criteria, across a range of variables.
Work practices should be completed in accordance with safe operating procedures to minimise the risk of injury to self or others or damage to goods, equipment or products.

Context for assessment
Assessment may occur on the job, or off-the-job.