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
Goods and Services Tax
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
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

Joint business objectives will vary based
Product, range, line, or category performance requirements
Objectives such as those for price, profit, brand share, market share

Supply arrangements may include
Delivery of products
Provision of services
Maintenance and support agreements
Leasing agreements/ consultancies
Research and development

Business relationships and trading terms may be influenced by
Due diligence requirements
Value for money
Risk sharing
Market position
Planning cycles and the time of the year
Cost/ Price analysis
Terms and conditions agreed
Intellectual property and technology rights
Value management
Continuous improvement
Supply chain management
Infrastructural and capital outlay requirements
Organisational systems integration and compatibility

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

Evaluation of options may include
Stakeholder consultation
Confirmation that a procurement process is necessary
Development of a business case
Comparison of internal versus outsourced provision
Whether to buy or lease

Performance indicators for suppliers may include
Price
Quality
Performance
Supply reliability
Merchandise

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:
Correctly use business technology to communicate with suppliers
Consistent application of correct and ethical communication and relationships with suppliers
Maintenance of supplier interface over time, across a range of customer relationships that promote business outcomes
Evidence of observed, satisfactory, timely and accurate telephone and written task completion during performance of telemarketing activities
Accurate and timely responsiveness to customer enquiries
Ability to secure customers using telemarketing techniques and approaches
Accurate processing of customers using agreed business procedures and technology

Interdependent assessment of units
This unit may be assessed independently or in conjunction with unit
WRWI301A Monitor inventory capacity to meet demand.

Underpinning knowledge and skills
Display knowledge in terms of job role or function:
Routine problem solving
Pertinent legal requirements
Organisation and referral mechanisms for facilitating problem-solving, advice to suppliers and resolution of enquiries
Relationship arrangements with suppliers to facilitate identification and resolution of problems and enquiries
Customer service measurement options
Legal, administrative and business supply requirements
Communication processes with suppliers
Dealing with potential barriers to supplier relationships
Understanding associations with internal suppliers
Occupational health and safety aspects of job

Display skills in terms of job role or function, including the ability to:
Determine nature and effectiveness of relationships with a range of suppliers
Check product labelling to ensure compliance
Detail and apply correct relationships with external suppliers
Conduct interface with suppliers in a effective manner
Explain the process for resolving a supplier's enquiry
Confirm understandings of ethical conduct in relation to suppliers
Explain legal, legislative and business requirements

Resource Implications
Access to required assessment evidence, additional time spent with assessee in assessment because of oral nature of assessment tasks, 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.