Unit of competency Outline

Date retreived
22/07/2026 8:06 AM AWST

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Implement quality systems and procedures in a dangerous goods workplace

Implement quality systems and procedures in a dangerous goods workplace

Unit of competency
National Code
TLIJ4010
State Code
AWL96
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
1.00
Current Release Date
29/02/2016
View on TGA
State Implementation and Classification
Approved Date
04/08/2016
Field of Education
080317 - Quality Management
Original Release Date
04/08/2016
Nominal Hours
40
Description
This unit involves the skills and knowledge required to implement quality systems and procedures to meet customer needs in a dangerous goods (DG) workplace, in accordance with all relevant regulatory requirements, standards and workplace procedures including the current Australian Dangerous Goods (ADG) Code.It includes delivering a quality service to customers (by maintaining services and operations, and dealing with customer complaints), presenting a professional image and presenting a positive company image, in accordance with organisational procedures and requirements.This unit applies to those working in the heavy recovery industry. It does not include salvage operations.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1 Deliver service to customers
  • 1.1 Customer service is provided promptly to meet customer needs, in accordance with organisational procedures
  • 1.2 Suggestions and complaints are treated positively and politely
  • 1.3 Opportunities to enhance service quality are identified and used
2 Provide effective customer service on customer site
  • 2.1 Site procedures are carried out in a timely and professional manner in accordance with organisational requirements
  • 2.2 Alternative arrangements are negotiated with customers where previously arranged commitments cannot be met, in accordance with organisational requirements
  • 2.3 Operations and services are provided to satisfy customer delivery, quantity and cost requirements
3 Maintain services and operations
  • 3.1 Accurate information and advice is given in accordance with organisational procedures
  • 3.2 Information that impacts on customers and efficiency of operations and services, is passed to appropriate people
  • 3.3 Factors that may disrupt operations and services are noted and appropriate measures are taken to minimise their effect
  • 3.4 Systems to monitor quantity, quality, cost and time specification for service product delivery are correctly implemented and maintained
  • 3.5 Information relating to work activities is confirmed or clarified with appropriate people as required
4 Deal with difficult customer situations
  • 4.1 Customer complaints are handled courteously in accordance with organisational procedures
  • 4.2 Nature and details of customer complaint are established and agreed on
  • 4.3 Action to resolve customer complaint is undertaken in accordance with organisational procedures
  • 4.4 Unresolved customer complaints are referred to a higher authority
  • 4.5 Documentation is completed in accordance with organisational procedures
5 Maintain personal presentation standards and present a professional image
  • 5.1 Company uniform is maintained to present an appropriate image in accordance with organisational requirements
  • 5.2 Specific presentation requirements are maintained in accordance with organisational requirements
  • 5.3 Truck and equipment are kept clean, tidy and uncluttered in accordance with organisational requirements
6 Present a positive company image using effective communication techniques
  • 6.1 Professional ethics are maintained to enhance customer commitment
  • 6.2 Image and good standing are maintained by taking timely actions with customers in accordance with organisational requirements
  • 6.3 Effective service environment is created through appropriate communication techniques
  • 6.4 Communications equipment is used effectively and efficiently in accordance with organisational procedures
No information
No information
Replaces
State Code National Code Title Type
S8309 TLIJ4010A Implement quality systems and procedures in a dangerous goods workplace Unit of competency
State Code National Code Title Type
BFE1 TLI40119 Certificate IV in Driving Operations Qualification
AZQ4 TLI42116 Certificate IV in Driving Operations Qualification