Rita Charitable Trust

Perishable Product Handling Specialist 1 years diploma

Perishable Product Handling Specialist click here

Brief Job Description: The individual at work monitors technical functioning of the
plant to ensure the required storage parameters specific to product and ensures
the plant operating parameters matches the product requirements, in the event

Perishable Product Handling Specialist 1 years diploma
Perishable Product Handling Specialist 1 years diploma


of change in environmental conditions/variations in external conditions.
Additionally he/she administers activities in grading line, pre-cooling unit and
ripening chamber until they are packaged and ready for dispatch

Qualifications Pack For Perishable Product Handling Specialist

Electives

Elective 1: Grading line operations
This unit is about administering sorting, grading, washing and drying for those
goods that have been inspected and which adhere to quality specifications and
requirements


Elective 2: Ripening Chamber Operations
This unit is about management and supervision of goods from the time they enter
the ripening chamber till the time they complete the ripening cycle and are
transferred to cold storage


Elective 3: Product Protection and Packaging
This unit is about executing final quality checks and overseeing product packaging
operations before they are dispatched from the cold storage facility


Personal Attributes: The job requires the individual to have: attention to details,
ability to work in low temperature conditions, good eye sight, arm-hand
steadiness and ability to withstand changing temperature conditions from one
facility to another.

Description
Core Skills/Generic
Skills

Core Skills or Generic Skills are a group of skills that are key to learning and
working in today’s world. These skills are typically needed in any work
environment. In the context of the NOS, these include communication related
skills that are applicable to most job roles.


Function
Function is an activity necessary for achieving the key purpose of the sector,
occupation, or area of work, which can be carried out by a person or a group
of persons. Functions are identified through functional analysis and form the
basis of NOS.


Job role Job role defines a unique set of functions that together form a unique
employment opportunity in an organization.


Knowledge and Understanding
Knowledge and Understanding are statements which together specify the
technical, generic, professional and organizational specific knowledge that an
individual needs in order to perform to the required standard.


National Occupational
Standards (NOS) NOS are Occupational Standards which apply uniquely in the Indian context
Occupation Occupation is a set of job roles, which perform similar/related set of functions
in an industry.


Organisational Context
Organisational Context includes the way the organization is structured and
how it operates, including the extent of operative knowledge managers have
of their relevant areas of responsibility.
Performance Criteria Performance Criteria are statements that together specify the standard of
performance required when carrying out a task.


Qualifications
Pack(QP)

Qualifications Pack comprises the set of NOS, together with the educational,
training and other criteria required to perform a job role. A Qualifications
Pack is assigned a unique qualification pack code.
Qualifications Pack
Code


Qualifications Pack Code is a unique reference code that identifies a
qualifications pack.
Scope
Scope is the set of statements specifying the range of variables that an
individual may have to deal with in carrying out the function which have a
critical impact on the quality of performance required.


Sector
Sector is a conglomeration of different business operations having similar
businesses and interests. It may also be defined as a distinct subset of the
economy whose components share similar characteristics and interests.
Sub-Sector Sub-sector is derived from a further breakdown based on the characteristics
and interests of its components.


Sub-functions Sub-functions are sub-activities essential to fulfil the achieving the objectives
of the function.


Technical Knowledge Technical Knowledge is the specific knowledge needed to accomplish specific
designated responsibilities.

Keywords /Terms Description
NSQF National Skills Qualifications Framework
QP Qualifications Pack
OS Occupational Standards
OH&S Occupational Health and Safety
PPE Personal Protective Equipment
HR Human Resources

Supervise loading and unloading operations
Description This OS unit is about verification of vehicle details and ensuring proper loading and
unloading of perishable goods when the truck arrives at the cold storage facility.
Scope This unit/task covers the following:
• Conduct manpower planning for deploying workers for loading or unloading
• Verify vehicle details
• Supervise proper handling of goods by unloaders


Range: Platform elevators, cranes, gantries, hand-stacking equipment, fork lift trucks,
mechanised stacking equipment


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Conducting
manpower planning
for deploying
workers for loading
or unloading


To be competent, the user/ individual must be able to:
PC1. get details of quantity and type of goods to be loaded or unloaded
PC2. decide the number of workers to be deployed for loading or unloading based
on the quantity and specification details


PC3. ensure appropriate work allocation to workers so that they are available at
the time of loading or unloading
PC4. ensure workers are given prior information about the truck arrival and
dispatch timing


Verifying vehicle details
To be competent, the user/ individual must be able to:
PC5. get vehicle details from route controller and truck coordinator
PC6. verify vehicle details with the details received from route controller
PC7. ensure truck details are entered by data entry operator
PC8. update truck coordinator and procurement head in case of discrepancy


Supervising proper handling of goods by unloaders
To be competent, the user/ individual must be able to:
PC9. make space to unload inbound goods
PC10. understand what handling requirements are appropriate for what types of
goods. For eg: Some marine products are richer in aroma and thus should be
handled properly to ensure that aroma doesn’t spread to other products


through hands or other tools used while handling. Baking soda can be used to
absorb any odors. Similarly, fish must not be exposed to direct sunlight while
unloading and handling of vaccines and other liquids must be done with care
to avoid spillage


PC11. ensure workers qualified to handle the goods are deployed for unloading
PC12. supervise and direct workers for proper handling as per requirements
PC13. ensure proper stacking is done in order to facilitate inspection
PC14. ensure unloading area is properly shaded and clean to avoid any further
damage to goods


Knowledge and Understanding (K)

A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The individual on the job needs to know and understand:
KA1. company’s reporting structure
KA2. individual’s role in cold chain process flow
KA3. occupational health and safety standards


KA4. quality control standards for perishable products
KA5. company’s work instructions on quality standards
KA6. company’s policies, standard operating procedures and governance structure
KA7. risk and impact of not following defined procedures/work instructions
KA8. company’s personnel management and incentives rules


KA9. clients and suppliers of the company
KA10. transport logistics service providers used by the company


B. Technical Knowledge
The individual on the job needs to know and understand:
KB1. types of goods in which the company deals
KB2. characteristics of the products being handled – odour, texture, size, weight,
stickiness etc. This would help to understand if the odour of the product


spreads to other products (as for fish, other marine products, etc.), if there is
possibility of spillage (as for milk products, vaccines, ice creams etc.), whether
it should be handled manually or mechanically, for eg: using bucket elevators
for grain and fish etc.


KB3. product specific quality control and assurance standards
KB4. loading methods that can be used for different types of goods
KB5. operational understanding of the safety precautions to be taken for product
specific handling techniques


KB6. appropriate Material Handling Equipment (MHE) to be used according to the
size and quantity of goods for efficient loading
KB7. types of workplace hazards that one can encounter in product handling
KB8. steps and remedial measures to be taken in case of injury or hazard caused
due to improper product handling


Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/individual on the job needs to know and understand how to:
SA1. read codes used to label goods


SA2. read instructions on workplace hazards and handling requirements for goods
SA3. read and verify vehicle details
SA4. read and understand quality control standards of goods


Writing Skills
The user/individual on the job needs to know and understand how to:
SA5. maintain quantity details of goods unloaded
SA6. write appropriate product codes and specifications of goods unloaded


Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA7. give clear instructions to unloaders for proper product handling
SA8. coordinate with other supervisors and peers in english or accepted workplace
language

SA9. communicate with vehicle operators, drivers and helpers
SA10. clearly communicate types of workplace hazards, safety precautions and
remedial measures to be taken by unloaders


B. Professional Skills Decision Making
The user/individual on the job needs to know and understand how to:
SB1. take non conformance decision on health and safety of loaders and unloaders
SB2. decide appropriate unloading container and technique to be used
SB3. ensure appropriate stacking to facilitate inspection


Plan and Organize
The user/individual on the job needs to know and understand how to:
SB4. prioritize and execute tasks in an efficient manner
SB5. manage space for unloading goods
SB6. coordinate time with procurement head and route controller for exchange of
details


Customer Centricity
The user/individual on the job needs to know and understand how to:
SB7. customer requirements with respect to quality expectations
SB8. goods that are in high demand in market
SB9. goods for which high demand is expected to increase in future


Problem Solving
The user/individual on the job needs to know and understand how to:
SB10. execute remedial measures in case of injury or hazard in handling technique
SB11. take appropriate action in case vehicle details do not match
SB12. make space arrangement in case delivery of goods is delayed


Analytical Thinking
The user/individual on the job needs to know and understand how to:
SB13. understand schedule and number of trucks to be used
SB14. assess protective equipment to be used based on weather conditions


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB15. take decision on number of workers to be allocated across loading and
unloading in case truck arrival and dispatch is scheduled at the same time
SB16. balance loading and unloading work based on arrival schedules

Oversee inspection of goods at the time of arrival

Description This OS unit is about overseeing inspection of goods with respect to quality, quantity
and extent of spoilage before they enter into the cold chain facility
Scope This unit/task covers the following:
• Inspect the goods for extent of spoilage
• Inspect the goods w.r.t quality specifications


• Inspect the goods w.r.t quantity requirements
• Liaison with procurement head for details of goods and outcome of inspection
• Ensure goods are properly transferred to grading line after inspection, without
undue spoilage


Range: Platform elevators, cranes, gantries, hand-stacking equipment, fork lift trucks,
mechanised stacking equipment


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Inspecting the goods
for extent of spoilage


To be competent, the user/ individual must be able to:
PC1. supervise and direct workers in separating spoiled goods from unspoiled
goods


PC2. analyze if the extent of spoilage is within acceptable limits
PC3. take non-conformance decision and reject purchase in case of unhygienic
conditions, temperature abuse or any adverse factors that may affect the
safety and quality of goods received


PC4. ensure non-conforming goods are properly segregated from conforming
goods
Inspecting the goods
w.r.t quality
specifications


To be competent, the user/ individual must be able to:
PC5. obtain details from quality in charge about criteria of quality specifications
such as permissible level of moisture content for eg: pepper should ideally
have moisture content between 10 and 11 %, Nitrite radical level for fish


paste products (fish sausage and ham) should be according to the food
sanitation laws of the respective countries. For eg: it should be 0.05 g/kg or
less as per Food Sanitation Law, Japan etc.


PC6. ensure proper quality check is carried out by quality chemists based on
quality standard/criteria decided for each product. For eg: for marine
products the criteria could be viable bacteria count, nitrite radical level,
moisture level, permissible temperature etc.


PC7. get details about quality specifications of received goods after they are
reviewed by quality chemists.
PC8. understand the extent to which quality of received goods meets the
specifications criteria and permissible level details specified by quality in
charge

PC9. if quality requirements do not conform, update the same to quality assurance
department and procurement head
Inspecting the goods
w.r.t quantity
requirements


To be competent, the user/ individual must be able to:
PC10. get the purchase order from procurement head
PC11. supervise physical count of inventory done by workers


PC12. verify quantity received with the quantity ordered
PC13. ensure the inventory count is communicated to storekeeper
PC14. ensure data entry operator maintains records of goods in and out
Liaising with


procurement head
for details of goods
and outcome of
inspection


To be competent, the user/ individual must be able to:
PC15. get the purchase order and other documents from procurement head
PC16. update procurement head for rejection of goods in case of spoilage due to
temperature abuse or unhygienic conditions during transit


PC17. communicate/update the procurement head about outcome of inspection
PC18. ensure the deviations from specifications and requirements are properly
communicated by procurement head to vendors
PC19. follow up with procurement head for update in cases of discrepancy
Ensuring goods are


properly transferred
to grading line after
inspection, without
undue spoilage
To be competent, the user/ individual must be able to:
PC20. make note of quantity of goods transferred to grading line once inspection is
completed


PC21. ensure quantity details are recorded by data entry operator
PC22. ensure sufficient number of workers are available for transferring goods to
grading line at required time
PC23. ensure proper handling of goods while transferring to crates for grading line
operations


Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The individual on the job needs to know and understand:
KA1. company’s reporting structure
KA2. individual’s role in cold chain process flow
KA3. occupational health and safety standards


KA4. quality control standards for perishable products
KA5. company’s work instructions on quality standards
KA6. company’s policies, standard operating procedures and governance structure
KA7. risk and impact of not following defined procedures/work instructions
KA8. company’s personnel management and incentives rules
KA9. clients and suppliers of the company


B. Technical
Knowledge
The individual on the job needs to know and understand:
KB1. criteria for acceptability of goods
KB2. units of the criteria used for measurement and evaluation of quality of
products


KB3. changes in spoiled goods with respect to colour, dehydration and protein
content
KB4. latest techniques for conducting quality checks
KB5. codes and specifications used for quality checks
KB6. units used for measurement and evaluation of quantity of goods received
KB7. inventory management recording system and procedures

KB8. measurement units used for recording quantity details of goods
KB9. characteristics of goods to be inspected
KB10. which crate/ container is appropriate for transferring goods to the grading
line


Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/individual on the job needs to know and understand how to:
SA1. read quality control standards
SA2. read product codes, quantity and specifications provided


SA3. check reports for quality, quantity and weight
SA4. read forms, inspection checklists pertaining to the inbound deliveries


Writing Skills
The user/individual on the job needs to know and understand how to:
SA5. write down details of goods received for inspection
SA6. maintain records of goods that qualified to enter the grading line operations
after inspection


SA7. mention details of rejected goods, along with reason for rejection
Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA8. communicate to supervisors about the outcome of inspection
SA9. coordinate with peers such as procurement head and quality incharge in case
of discrepancy


SA10. clearly and precisely communicate to subordinate regarding criteria for
acceptance and rejection of goods


B. Professional Skills Decision Making
The user/individual on the job needs to know and understand how to:
SB1. take non conformance decision for rejection of goods
SB2. decide number of people to be deployed for inspection


Plan and Organize
The user/individual on the job needs to know and understand how to:
SB3. segregate conforming goods from non conforming goods
SB4. plan the placement and stacking of goods in open space to facilitate inspection


Customer Centricity
The user/individual on the job needs to know and understand how to:
SB5. customer requirements with respect to quality expectations
SB6. enforce hygienic conditions as per product handling requirements


Problem Solving
The user/individual on the job needs to know and understand how to:
SB7. take appropriate action if conforming goods get mixed with non conforming
goods
SB8. handle day to day problems like delays, staffing shortage etc.


Analytical Thinking
The user/individual on the job needs to know and understand how to:

SB9. the observation and inspection outcome provided by quality chemists
SB10. the proportion of goods that do not conform to quality requirements


Critical Thinking
The user/individual on the job needs to know and understand how to:
SB11. evaluate if the extent of spoilage is within acceptable limits
SB12. allocate staff across departments and activities

Administer grading line operations
Description This OS unit is about administering sorting, grading, washing and drying for those goods
that have been inspected and which adhere to quality specifications and requirements
Scope This unit/task covers the following:
• Supervise sorting and grading of goods
• Supervise washing and drying of goods
• Schedule and monitor activities and progress through the grading line


Range: Platform elevators, cranes, gantries, hand-stacking equipment, fork lift trucks,
mechanized stacking equipment


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Supervising sorting
and grading of goods


To be competent, the user/ individual must be able to:
PC1. supervise primary sorting of goods for removal of spilled over, improperly sized,
severely damaged, over mature or deformed units
PC2. ensure appropriate disposal of rejected goods


PC3. decide the criteria for grading of goods based on end user requirements- by
quality, shelf-life, weight or market value, etc.
PC4. ensure workers are well educated about the categories in which the goods have
to be sorted/graded


PC5. ensure the graded units are properly separated as per grades
Supervising washing
and drying of goods
To be competent, the user/ individual must be able to:
PC6. ensure washing facility is clean and hygienic
PC7. ensure water used for washing is appropriately chlorinated and is of good
quality


PC8. ensure water temperature is appropriate relative to farm produce being
washed
PC9. supervise waste water disposal is done in proper manner
PC10. ensure excessive drying of goods is avoided to prevent wilting, shrinking and
water loss


Scheduling and
monitoring activities
and progress through
the grading line
To be competent, the user/ individual must be able to:
PC11. plan the appropriate number of workers to be deployed in grading line
operations


PC12. ensure areas are properly covered and clean
PC13. ensure proper positioning and posture of workers while working on the
conveyor belt
PC14. execute sample inspections/checks of the graded/sorted units
PC15. ensure movement of goods from one stage to another is as per the planned
schedule


PC16. take corrective action in case of discrepancy

Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The user/individual on the job needs to know and understand:
KA1. company’s reporting structure
KA2. individual’s role in cold chain process flow
KA3. occupational health and safety standards


KA4. quality control standards for perishable products
KA5. company’s work instructions on quality standards
KA6. company’s policies, standard operating procedures and governance
structure


KA7. risk and impact of not following defined procedures/work instructions
KA8. company’s personnel management and incentives rules
KA9. clients and suppliers of the company


B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. appropriate grading criteria for goods
KB2. extent of chlorination required for washing of fruits


KB3. technique for measurement of hydration levels
KB4. identification of goods based on grading categories
KB5. appropriate oxygen and carbon-dioxide levels to be maintained in the
grading line facility


KB6. appropriate water temperature used for washing, for eg: it is recommended
that fruit temperature is at least 5 °c lower than liquid
KB7. waste water recycling, reuse and disposal procedure
KB8. time for which washed goods should be dried, in order to avoid shrinking
and water loss


KB9. appropriate time required for each stage of grading line operations
KB10. correct posture and positioning of workers to ensure efficient execution of
activities
Skills (S)
A. Core Skills/
Generic Skills
Reading Skills


The user/ individual on the job needs to know and understand how to:
SA1. read product codes, quantity and specifications provided
SA2. read instructions for safety precautions and material handling


Writing Skills
The user/ individual on the job needs to know and understand how to:
SA3. maintain records of goods passing through each stage of grading line
SA4. mention details of rejected goods, along with reason for rejection


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. communicate clear instructions to workers about handling techniques
SA6. give instructions about the identification of goods for different categories


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:

SB1. decide criteria for grading of goods, whether based on market value, weight
etc.
SB2. dispose waste water after washing of goods


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB3. time schedule for activities in each stage of grading line
SB4. re-schedule and re-allocate workers across activities in case of requirement


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB5. customer requirements with respect to quality expectations
SB6. enforce hygienic conditions as per product handling requirements
SB7. segregate goods as per customer requirements


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB8. handle delays in one stage of grading line operations so that it doesn’t affect
the other stage
SB9. handle the situation if units of one grade get mixed with units of other grade


Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB10. plan the appropriate number of workers to be deployed in grading line
operations


SB11. make changes in grading line temperature conditions based on climatic
changes
SB12. decide appropriate time period for which goods should be dried in order to
avoid excessive water loss


Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB13. decide extent of chlorination required in water used for washing
SB14. treat the waste water after washing; whether it should be disposed or
recycled or reused

Supervise pre-cooling operations
Description This OS unit is about overseeing product placement, storage conditions and space
management within the pre-cooling unit
Scope This unit/task covers the following:
• Maintain proper storage conditions in the pre-cooling unit
• Supervise placement of goods in pre-cooling chambers


• Manage space efficiently within the pre-cooling unit
Range: Platform elevators, cranes, gantries, hand-stacking equipment, fork lift trucks,
mechanised stacking equipment


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Maintaining proper
storage conditions in
the pre-cooling unit


To be competent, the user/ individual must be able to:
PC1. ensure appropriate pre-cooling technology is used for the products
PC2. ensure use of insulated panels suitable for pre-cooling temperature
PC3. ensure doors are leak proof


PC4. ensure electrical control panel for refrigeration rack system is working properly
Supervising
placement of goods
in pre-cooling
chambers


To be competent, the user/ individual must be able to:
PC5. ensure goods of different grades are properly segregated in pre cooling
chamber
PC6. ensure goods requiring lesser pre-cooling time should be placed in the front of
the chamber
PC7. oversee proper placement and stacking of goods so as to ensure uniform precooling of each stored unit


Managing space
efficiently within the
pre-cooling unit
To be competent, the user/ individual must be able to:
PC8. ensure timely removal of goods from pre-cooling unit to temporary staging
space in order to free the space for sequential batch of harvested produce
PC9. ensure staging area is clean


PC10. ensure proper handling of goods in order to avoid undue spoilage
Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The user/individual on the job needs to know and understand:
KA1. company’s reporting structure
KA2. individual’s role in cold chain process flow
KA3. occupational health and safety standards


KA4. quality control standards for perishable products
KA5. company’s work instructions on quality standards
KA6. company’s policies, standard operating procedures and governance
structure


KA7. risk and impact of not following defined procedures/work instructions
KA8. company’s personnel management and incentives rules

KA9. clients and suppliers of the company


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. different types of pre-cooling techniques. for eg: a pre cooling unit can be in
the form of forced-air cooling, hydro cooling, vacuum cooling, room cooling,
icing, etc.


KB2. safety and security precautions required in each type of pre-cooling
technique
KB3. time required for each type of pre-cooling technique
KB4. which pre-cooling technique is appropriate for which types of goods
KB5. correct pre-cooling temperature based on maturity level of goods. for eg:
grapes are cooled to 1-4°c, potato to 5–9°c etc.


KB6. velocity of refrigerating medium
KB7. appropriate humidity levels in the air used for pre-cooling, in order to avoid
excessive water loss
KB8. cost and expenditure involved in the pre-cooling techniques
KB9. adjustment required in pre-cooling conditions based on climatic changes
KB10. appropriate time gap between harvesting of produce and pre-cooling


Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/ individual on the job needs to know and understand how to:
SA1. read instructions on handling requirements


SA2. read details of goods entering the pre-cooling unit
SA3. read quality control and assurance standards


Writing Skills
The user/ individual on the job needs to know and understand how to:
SA4. maintain details of goods placed inside the pre-cooling unit
SA5. make improvements to instructions based on requirements and climatic
changes


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA6. interface effectively with internal team across departments
SA7. work as a team and deliver frame to next work process on time resolve
customer’s concerns satisfactorily within timeframe stipulated by the
company or as agreed with customer or colleague


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. take decision on appropriate temperature for pre-cooling of goods
SB2. take decision on number of workers to be deployed in pre-cooling unit and
fitness levels of workers


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB3. appropriate placement and stacking of goods to ensure uniform pre-cooling
SB4. pre-cooling conditions to be maintained for appropriate duration

Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB5. customer demand and quality requirements
SB6. maintain quality and hygienic conditions to the extent expected by customers


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB7. resolve basic problems in walls, roofing etc.
SB8. take action in case of injury or workplace hazard


Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB9. analyze situation in case of over-cooling or under cooling of goods
SB10. assess whether the product meets the required specification


Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB11. spot process disruptions and delays
SB12. appropriate pre-cooling technique to be used based on product
characteristics, time and expenditure involved in each technique

Administer ripening chamber operations
Description This OS unit is about management and supervision of goods from the time they enter
the ripening chamber till the time they complete the ripening cycle and are transferred
to cold storage


Scope This unit/task covers the following:
• Ensure placement of goods in the ripening chamber
• Supervise chamber conditions during the ripening cycle
• Ensure space management in the ripening chamber
Range: Platform elevators, cranes, gantries, hand-stacking equipment, fork lift trucks,
mechanised stacking equipment


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Ensuring placement
of fruits in the
ripening chamber
To be competent, the user/ individual must be able to:
PC1. ensure ripening gas level (ethylene) is maintained at appropriate level
PC2. ensure appropriate level of oxygen and carbon d-oxide are maintained (low
oxygen and high carbon di-oxide levels slow the ripening process, stop the


development of some storage disorders such as scald in apples, and slows the
growth of decay organisms)
PC3. supervise air path control mechanism for even distribution of chilled air
PC4. supervise temperature maintenance inside the ripening chamber
PC5. ensure exhaust fans are working properly


PC6. ensure ripening chamber operator is aware of changes required to be made
to chamber conditions over the ripening cycle
Supervising chamber
conditions during the
ripening cycle


To be competent, the user/ individual must be able to:
PC7. supervise measurement and evaluation of maturity stage of goods
PC8. ensure products of appropriate maturity are transferred to ripening chamber
PC9. ensure produce is loaded into the refrigerated room or transportation truck
without undue spoilage


PC10. supervise maintenance of pre-engineered building panels for walls and
roofing, material handling equipments and refrigeration system
PC11. ensure appropriate crates are used to ensure uniform ripening
Ensure space
management in the
ripening chamber


To be competent, the user/ individual must be able to:
PC12. ensure refrigerated fans are appropriately placed to ensure uniform
circulation of cold air within the room and around the produce
PC13. identify appropriate number of days for which goods should be kept in
ripening chambers
PC14. ensure alternate use of ripening chamber is done in case of availability of
space


Knowledge and Understanding (K)

A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The user/individual on the job needs to know and understand:
KA1. company’s reporting structure
KA2. individual’s role in cold chain process flow
KA3. occupational health and safety standards


KA4. quality control standards for perishable products
KA5. company’s work instructions on quality standards
KA6. company’s policies, standard operating procedures and governance
structure


KA7. risk and impact of not following defined procedures/work instructions
KA8. company’s personnel management and incentives rules
KA9. clients and suppliers of the company


B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. appropriate level of ethylene or any other ripening gas required based on
ripening maturity


KB2. units used for measurement and identification of maturity level, for eg: brix
is the unit used to measure sugar content and ripening maturity of fruits
KB3. appropriate maturity level at which fruits should enter the ripening chamber
KB4. changes required in the temperature, humidity and gas level over the
ripening cycle


KB5. variations in the duration of ripening cycle across varieties of products. For
eg: for fruits, the ripening cycle is of 4-6 days
KB6. which crates are suitable to enable uniform ripening
KB7. proper placement of refrigeration fans to ensure air circulation throughout
the chamber


KB8. basic engineering requirements for walls and roofing, material handling
equipments and refrigeration system
KB9. proper height of stack of crates to be maintained for proper ripening.
Skills (S)
A. Core Skills/
Generic Skills
Reading Skills


The user/ individual on the job needs to know and understand how to:
SA1. instructions on handling requirements
SA2. details of goods entering the ripening chamber


Writing Skills
The user/ individual on the job needs to know and understand how to:
SA3. maintain details of goods placed inside the ripening chamber
SA4. record details of goods transferred out of the ripening chamber


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. interface effectively with internal team across departments
SA6. negotiate time frame and deliver goods to next work process on time


B. Professional Skills Decision Making
The user/individual on the job needs to know and understand how to:
SB1. take decision of ripening maturity of goods

SB2. take decision on number of workers to be deployed in ripening chamber and
fitness levels


Plan and Organize
The user/individual on the job needs to know and understand how to:
SB3. appropriate placement and stacking of goods to ensure uniform ripening
SB4. chamber conditions to be maintained in every stage of ripening cycle for
required duration


Customer Centricity
The user/individual on the job needs to know and understand how to:
SB5. customer demand and quality requirements
SB6. maintain quality and hygienic conditions to the extent expected by customers


Problem Solving
The user/individual on the job needs to know and understand how to:
SB7. resolve basic problems in walls, roofing etc.
SB8. take action in case of over ripening or under ripening of goods


Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB9. estimate the value of the delivered goods
SB10. assess whether the product meets the required specification


Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB11. spot process disruptions and delays
SB12. make variations with every passing stage of ripening cycle

Manage placement of goods in controlled conditions
Description This OS unit is about administering safe movement of goods and overseeing proper
storage within the cold room facility


Scope This unit/task covers the following:
• Ensure maintenance of safety conditions inside the cold storage
• Supervise appropriate placement and stocking of goods
• Oversee movement of goods in trolley in the cold store


Range: Platform elevators, cranes, gantries, hand-stacking equipment, fork lift trucks,
mechanised stacking equipment
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Ensuring
maintenance of
safety conditions
inside the cold
storage


To be competent, the user/ individual must be able to:
PC1. identify appropriate temperature, humidity and refrigerant conditions at
which the goods should be stored
PC2. ensure that storage conditions are maintained and adjusted based on climatic
changes


PC3. ensure that access to the cold store is restricted to authorised, trained
persons only
PC4. supervise handling operations and fitness levels of workers deployed for cold
storage operations


PC5. ensure that any work on the system where there is a potential for gas leaks or
any other danger is allocated to appropriate workers under supervision of a
senior and experienced worker
PC6. execute monthly checks on vapour detectors and alarms
PC7. ensure appropriate PPE such as jacket, gloves, caps, shoes, etc is worn by cold
room operators


Supervising
appropriate
placement and
stocking of goods


To be competent, the user/ individual must be able to:
PC8. chart a layout plan for palletization to control stock placement
PC9. ensure racking selected is according to the operating temperature and is to
SEMA (Storage Equipments Manufacturers Association) standard


PC10. supervise appropriate placement of fans to ensure sufficient circulation of air
PC11. coordinate with storekeeper for stock rotation in case required
PC12. ensure stacking follows exactly the layout prescribed, respecting loading
limits and allowing space between the stacks and walls, and below the pallets
Overseeing


movement of goods
in trolley in the cold
store
To be competent, the user/ individual must be able to:
PC13. ensure walkways are clearly marked by yellow lines, railings, etc
PC14. ensure proper instructions are available for pedestrians to keep away from
moving trolleys


PC15. ensure the cold store is well lit and has mirrors at the end of aisles

Manage placement of goods in controlled conditions

PC16. supervise selection of vehicles to minimise risk for movement of goods within
the cold room
PC17. ensure all trolley operators are trained and follow daily pre-use vehicle checks

Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The user/individual on the job needs to know and understand:
KA1. company’s reporting structure
KA2. individual’s role in cold chain process flow
KA3. occupational health and safety standards


KA4. quality control standards for perishable products
KA5. company’s work instructions on quality standards
KA6. company’s policies, standard operating procedures and governance
structure


KA7. risk and impact of not following defined procedures/work instructions
KA8. company’s personnel management and incentives rules
KA9. clients and suppliers of the company


B. Technical Knowledge
The user/individual on the job needs to know and understand:
KB1. appropriate PPE such as jacket, gloves, cap, shoes etc to be worn by
operators


KB2. areas of potential gas leaks within the cold storage
KB3. how to operate and read vapour detectors and alarms
KB4. different types of trolleys used within the cold storage facility. for eg: trolleys


can be of following types two-wheeled trolleys – manual platform trolleys,
self-propelled platform trolleys, manual or self-propelled pallet trucks, belt,
chain or roller conveyors, either gravity or self-propelled.


KB5. equipments used for vehicle handling, namely platform elevators, cranes,
gantries, hand-stacking equipment, fork lift trucks, various types of
mechanized stacking equipment etc.


KB6. maintenance schedule and functional understanding of equipments
KB7. appropriate size of packages or blocks that can be readily palletized
KB8. requirements laid down in national codes of practice, insurance companies,
as well as international recommendations (ISO R1662) (BS 4434 1989/) etc
that the refrigeration equipment should comply to


KB9. precautionary measures and safety standards to be followed inside cold
room facility
KB10. product characteristics and appropriate placement on racks so that they are
not crushed


KB11. appropriate stack alignment and positioning of stacks, for eg: in a partly filled
room the stack alignment must be perpendicular to the direction of air
movement and the stacks placed close to the cooler, fans must be operating


when the refrigeration system is running and it is advisable to stop them
only during the defrosting period. two-speed fans should be used to adjust
to air circulation needs in the room
Skills (S)
Reading Skills

A. Core Skills/
Generic Skills
The user/ individual on the job needs to know and understand how to:
SA1. read workplace instructions, safety hazards and operating procedures
SA2. read details of goods stored in the cold room, and records maintained by
storekeeper


Writing Skills
The user/ individual on the job needs to know and understand how to:
SA3. write details of goods entering the cold storage
SA4. make corrections and improvements in workplace instructions based on
technological requirements


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA5. maintain effective relationships and communicate clearly and precisely with
sub ordinate


SA6. obtain information and grasp its meaning
SA7. discuss issues, clarify doubts and seek solutions


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. placement of goods in the cold room based on product characteristics
SB2. stack alignment and palletization pattern


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB3. rectify on use of hazardous materials and do continuous checks
SB4. worker allocation based on areas of potential gas leaks


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB5. customer demand and quality requirements
SB6. maintain quality and hygienic conditions to the extent expected by customers


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB7. correct issues with vapour detector and alarms
SB8. solve workplace issues with respect to delays in trolley transport and storage
SB9. resolve issues related to leakages and temperature abuse within the cold
storage
SB10. initiate action in case of injury or hazard


Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB11. analyze the storage space based on average duration of storage, nature of
goods, stacking height, product movement on trolleys etc.
SB12. coordinate activities based on size of the room, number of door openings,
protection of door openings, traffic through the doors, cold and warm air
temperatures and humidity


Critical Thinking

The user/ individual on the job needs to know and understand how to:
SB13. decide the appropriate cold room temperature and humidity conditions
based on climatic changes
SB14. appropriate vehicle to be used for movement of goods within the cold room

Supervise product protection and packaging
Description This OS unit is about executing final quality checks and overseeing product packaging operations


before they are dispatched from the cold storage facility
Scope This unit/task covers the following:
• Execute final inspection of QC/QA checks
• Supervise packaging activities and tools used
• Execute Pre dispatch QC check


Range: Platform elevators, cranes, gantries, hand-stacking equipment, fork lift trucks,
mechanised stacking equipment
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Executing final
inspection of QC/QA
checks


To be competent, the user/ individual must be able to:
PC1. supervise passage of goods through metal detector
PC2. inspect samples to check for conformance to quality standards
PC3. discard non conforming units
PC4. supervise physical count of units to be packaged
PC5. update packaging in charge with final number of units to be packaged
Supervising
packaging activities
and tools used


To be competent, the user/ individual must be able to:
PC6. ensure appropriate packaging material is used by pack-house incharge based
on product specifications and end user requirement
PC7. ensure packaging is appropriate to allow ease of loading, unloading and sales
PC8. supervise container sterilization, filling and closing
PC9. ensure sufficient stock of packing material is maintained
Executing Pre


dispatch QC check
To be competent, the user/ individual must be able to:
PC10. ensure packaging is strong enough to protect and carry the produce
PC11. supervise weighing, sealing and labelling of cartons
PC12. supervise online numbering of cartons
PC13. ensure stock maintenance register is updated


Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The user/individual on the job needs to know and understand:
KA1. company’s reporting structure
KA2. individual’s role in cold chain process flow
KA3. occupational health and safety standards


KA4. quality control standards for perishable products
KA5. company’s work instructions on quality standards
KA6. company’s policies, standard operating procedures and governance
structure


KA7. risk and impact of not following defined procedures/work instructions
KA8. company’s personnel management and incentives rules
KA9. clients and suppliers of the company

B. Technical
Knowledge
The user/individual on the job needs to know and understand:
KB1. different types of packaging material available


KB2. inspection checks to be conducted at the pre-dispatch stage
KB3. how to operate metal detector and other inspection equipments
KB4. customer quality requirements with respect to packaging
KB5. characteristics of packaging material used. For eg: it’s susceptibility to
corrosion, breakage, wear and tear etc.


KB6. characteristics of the products being packaged. For eg: the product’s texure,
size, odor, susceptibility to corrosion, effect of exposure to low temperature,
water etc.


KB7. appropriate packaging material to be used based on product characteristics,
for eg: the materials used for the package must be new, clean and of such a
quality as to avoid causing any external or internal damage to the produce
KB8. procedure for weighing, sealing and labelling of goods


KB9. codes, standards and symbols used for weighing and labeling
KB10. the instructions and readings on equipment’s used for weighing and labeling
and sealing


Skills (S)
A. Core Skills/
Generic Skills
Reading Skills


The user/ individual on the job needs to know and understand how to:
SA1. read instructions on handling requirements and packaging materials
SA2. read details of goods required to be packed
SA3. read quality control and assurance standards
SA4. read labels and product codes mentioned on the packages


Writing Skills
The user/ individual on the job needs to know and understand how to:
SA5. maintain details of goods received and goods dispatched
SA6. make records of outcome of inspection done before dispatch


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA7. maintain effective relationships and communicate clearly and precisely with
sub ordinate
SA8. discuss issues, clarify doubts and seek solutions


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. take non conformance decision in case the goods do not qualify inspection
checks
SB2. what material is suitable for packaging the goods


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB3. appropriate placement and stacking of goods to ensure packaging is safe until
dispatch
SB4. space required to carry out packaging activities and stacking of goods when
they are ready for dispatch

Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB5. customer demand and quality requirements in terms of packaging quality
SB6. maintain quality and hygienic conditions to the extent expected by customers


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB7. take action if enough stock of packaging material is not maintained
SB8. take action if packaging is destroyed while handling


Analytical Thinking
The user/ individual on the job needs to know and understand how to:
SB9. analyze if the packaging material purchased is as per required specification
SB10. analyze process disruptions and delays


Critical Thinking
The user/ individual on the job needs to know and understand how to:
SB11. appropriate packaging material based on changing climatic conditions
SB12. check if the metal detectors and other electronic devices are working
properly

Maintain food and personnel safety, health and hygiene in cold storage plant
Description This OS unit is about complying with safety, health and hygiene at the workplace to
have a hazard-free environment and avoid downtime
Scope This unit/task covers the following:


• Take precautionary measures to avoid work hazards
• Follow standard health, safety and hygiene procedures


Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Taking precautionary
measures to avoid
work hazards


To be competent, the user/ individual must be able to:
PC1. assess the various health, safety and environmental hazards in the cold storage
PC2. take necessary steps to eliminate or minimize the hazards
PC3. analyze the causes of accidents at the workplace


PC4. take preventive measures to avoid risk of cold burns and other injury due to
contact with hot surfaces, gas, fire, hot fluids/ liquids, etc.
PC5. ensure the employees have access to first aid kit when needed


PC6. ensure to use personal protective equipment and safety gear such as gloves,
jacket, footwear etc. for loading and unloading material in cold rooms to
protect themselves from hypothermia, frostbite etc
PC7. ensure to display safety signs at places where necessary for people to be
cautious


PC8. use rubber mats in the places where floors are constantly wet
PC9. ensure electrical precautions such as insulated clothing, adequate equipment
insulation, dry work area, switch off the power supply when not required, etc


PC10. display emergency exit plan at prominent places and have emergency assembly
area earmarked as a grid for easy counting of on duty associates and workers.
PC11. unplug the control panel, compressor, condensor etc before performing
maintenance


PC12. report to the superior on any problems and hazards identified
PC13. install fire alarms (electrical/manual) in cold store/deep freeze and keep other
safety devices like hammer/mallet in the storage area


Following standard
health, safety and
hygiene procedures
To be competent, the user/individual must be able to:
PC14. maintain appropriate ventilation in the cold rooms to avoid unacceptable
accumulation of heat, condensation or odours


PC15. check and review the cold storage areas frequently
PC16. stack items in an organized way and use safe lifting techniques to reduce risk
of injuries from handling procedures at the storage areas
PC17. ensure no sign of pest infestation and install rodent traps, fly glues and
insectocutors wherever needed

PC18. follow hygiene & sanitation standards of Government bodies like FSSAI, APEDA
and /or EIA or importing countries like FAO, EU standards after PC 20
PC19. use effective loading and unloading systems
PC20. proper stock rotation (First in First out) to be practised


PC21. segregate damaged/ non-conforming products from other products to
designate area for appropriate disposition
PC22. fumigate containers depending upon product and contamination or as per
customers’ requirement


PC23. avoid smoking, spitting, eating etc near food storage area
PC24. ensure reefers are covered, clean, free from pest infestation & other
contaminants
PC25. dispose cold storage plant waste in the designated areas safely as per
company’s policies and rules


PC26. ensure to be safe while handling machines(generator, compressor, condensor
etc), gas (ammonia) and chemicals(ethylene, refrigerants etc)
PC27. keep the floors free from oil, water and grease to avoid slippery surface
PC28. cut nails regularly and avoid applying nail paint. Avoid wearing bangles, rings,
and chains in cold storage


PC29. wash hands with soap solution and dry under a dryer as they enter for duty or
after using wash room
PC30. periodic examination of protective devices, pressure vessels and pipelines, and
parts of pipework by a competent person to prevent defect that may give rise
to danger


PC31. ensure workers suffering from abscess, boils etc should be relieved from food
handling
PC32. develop personal hygiene habits like brushing teeth, taking shower everybody,
wearing clean and tidy clothes after ironing etc


Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The individual on the job needs to know and understand:
KA1. company’s HR policies on personnel management
KA2. company’s reporting structure
KA3. occupational health and safety standards
KA4. cold storageplant inspection checklist


KA5. company’s sanitary standard operating procedures
KA6. procedures to follow during emergency maintenance issues
KA7. technical standards for design and construction of cold storages: Bureau of
Indian standards(BIS), International standard(ISO) etc


B. Technical
Knowledge
The individual on the job needs to know and understand:
KB1. the purpose and usage of protective gears such as gloves , jackets etc. while
working
KB2. use of first aid at workplace
KB3. cold storage order 1980

KB4. food safety and standards act 2006
KB5. reporting procedure or heirarchy for signs of damage and potential hazards
KB6. methods to minimize accidental risks
KB7. safe storage and handling of chemicals like refrigerants, ammonia, ethylene
etc


KB8. loading and unloading systems
KB9. standard operating procedure for safety drills and equipment maintenance
KB10. operation of machines: compressor, condensor, evaporator etc
KB11. emergency procedures to be followed in case of an mishap such as fire,
accidents, etc. and communication of safety instructions to subordinate
staff


KB12. emergency responses in case of malfunctioning of refrigeration equipment as
a whole or its components like evaporator, condenser or compressor
KB13. solid, liquid and gaseous waste disposal, treatment norms and equipment
KB14. necessary action to be taken for the hazards identified
KB15. knowledge of Quality systems like BRC, FSSAI, ISO, FSSC, HACCP etc


Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/individual on the job needs to know and understand how to:
SA1. read and interpret the relevant organisation policies, procedures and


diagrams that identify health, safety and safe environmental practices.
SA2. read job sheets, company policy documents and information displayed at the
workplace for health, safety and environment.
SA3. read notes/comments from the senior


Writing Skills
The user/individual on the job needs to know and understand how to:
SA4. fill up documentation related to health, safety and environmental standards,
if required


Oral Communication (Listening and Speaking skills)
The user/individual on the job needs to know and understand how to:
SA5. verbally report health, safety and environmental hazards and poor
organisation practice.


SA6. communicate to the supervisor about the work health, safety and
environmental issues
SA7. receive instructions from supervisor on minimizing the risks
SA8. communicate with co-workers about the precautions to be taken for hazards
free work


B. Professional Skills Decision Making
The user/individual on the job needs to know and understand how to:
SB1. take preventive measures for the identified hazards
SB2. select appropriate hand tools and personal protection equipment
SB3. identify first aid needs in case of an injury

Plan and Organize
The user/individual on the job needs to know and understand how to:
SB4. formalize and display evacuation plan at strategic locations


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB5. ensure targeted product delivery by practicing stipulated standards of
occupational health safety and environmental measures


Problem Solving
The user/individual on the job needs to know and understand how to:
SB6. take care of personal and equipment protection
SB7. identify the hazards and suggest possible solutions


Analytical thinking
The user/individual on the job needs to know and understand how to:
SB8. use safety equipment such as fire extinguisher during fire accidents
SB9. store tools in a safe way
SB10. analyse the seriousness of the hazards


Critical thinking
The user/individual on the job needs to know and understand how to:
SB11. evolve smooth workflow by avoiding hazards at workplace
SB12. evaluate and apply the possible solutions for the hazards, as necessary

Communicate effectively with colleagues and clients
Description This OS unit is about coordinating and communicating effectively with seniors,
colleagues and clients to achieve a smooth workflow
Scope This unit/task covers the following:


• Interact with seniors
• Communicate with colleagues
• Communicate effectively with clients
Performance Criteria(PC) w.r.t. the Scope
Element Performance Criteria
Interacting with
seniors


To be competent, the user/ individual must be able to:
PC1. understand the work output requirements, targets, performance indicators and
incentives


PC2. deliver quality work on time and report any anticipated reasons for delays
PC3. escalate unresolved problems or complaints to the relevant superior
PC4. communicate project progress proactively to the superior
PC5. receive feedback on work standards
PC6. document the completed work schedule and handover to the superior


Communicating with colleagues
To be competent, the user/ individual must be able to:
PC7. exhibit trust, support and respect to all the colleagues in the workplace
PC8. aim to achieve hassle free cold chain operation


PC9. help and assist colleagues with information and knowledge
PC10. seek assistance from the colleagues when required
PC11. identify the potential and existing conflicts with the colleagues and resolve
PC12. pass on essential information to other colleagues on timely basis
PC13. maintain the etiquette, use polite language, demonstrate responsible and
disciplined behaviors to the colleagues


PC14. interact with colleagues from different departments: ripening chamber, cold
storage, transport, packhouse etc to effectively carry out the work among the
team and understand the nature of their work
PC15. put team over individual goals and multi task or share work where necessary
supporting the colleagues


PC16. highlight any errors of colleagues, help to rectify and ensure quality output
PC17. work with cooperation, coordination, communication and collaboration, with
shared goals and supporting each others performance


Communicating
effectively with
clients
To be competent, the user/ individual must be able to:
PC18. ask relevant questions to the client and identify their needs
PC19. possess strong knowledge on market and cold chain operation
PC20. brief the client clearly on potential costs and challenges involved in the cold
chain industry


PC21. communicate with the client in a polite, professional and friendly manner
PC22. build effective but impersonal relationship with the client
PC23. ensure the appropriate language and tone are used with clients

PC24. listen actively and have a two way communication
PC25. be sensitive to the gender, cultural and social differences such as modes of
greeting, formality, etc.


PC26. understand the client expectations correctly and provide the appropriate
products and services
PC27. understand the client dissatisfaction and address or escalate their complaints
effectively


PC28. maintain a positive, sensible and cooperative manner all time
PC29. ensure to maintain a proper body language, dress code, gestures and etiquettes
towards the client


PC30. avoid interrupting the client while they talk
PC31. ensure to avoid negative questions and statements to the client
PC32. inform the client on any issues or problems before hand and also on the
developments involving them


PC33. ensure to respond back to the client immediately for their voice messages, emails, apps, etc.
PC34. develop good rapport with the client and promote other products and services
PC35. seek feedback from the client on their understanding to what was discussed
PC36. explain the terms and conditions clearly


Knowledge and Understanding (K)
A. Organizational
Context
(Knowledge of the
company /
organization and
its processes)


The individual on the job needs to know and understand:
KA1. vision, mission and values of the company
KA2. business and performance of the company
KA3. company’s policies on personnel management, effective team work at
workplace


KA4. company’s HR policies
KA5. company’s reporting structure
KA6. company’s documentation policy
KA7. company’s customer profile


KA8. occupational health and safety standards
KA9. company’s policy on business ethics and code of conduct


B. Technical Knowledge

The individual on the job needs to know and understand:
KB1. methods for effective communication with various categories of people and
the different departments in the organization
KB2. significance of team coordination and productivity targets of the organisation
KB3. how to record the job activity as required on various types of documents
KB4. how to use computer or smartphone to communicate effectively and
productively


KB5. significance of helping colleagues with specific issues and problems
KB6. importance of meeting quality and time standards as a team
KB7. how to practice effective listening and talking
KB8. effective use of voice tone and pitch for communication
KB9. how to demonstrate ethics and convey discipline to the clients

KB10. how to build effective working relationship with mutual trust and respect
within the team
KB11. importance of dealing with grievances effectively and in time


Skills (S)
A. Core Skills/
Generic Skills
Reading Skills
The user/ individual on the job needs to know and understand how to:
SA1. read job sheets, company policy documents and information displayed at the
workplace


SA2. read notes/comments from the senior
Writing Skills
The user/ individual on the job needs to know and understand how to:
SA3. fill up documentation pertaining to job requirement


Oral Communication (Listening and Speaking skills)
The user/ individual on the job needs to know and understand how to:
SA4. interact with team members to work efficiently


SA5. communicate effectively with senior to achieve smooth workflow
SA6. communicate effectively with the clients to build a good rapport with them
SA7. use language that the client or colleague understands


SA8. use the communication systems of the company, e.g., telephone, fax, public
announcement systems
SA9. E-mail and use Internet for communicating
SA10. use of audio-visual aids to communicate complex issues


B. Professional Skills Decision Making
The user/ individual on the job needs to know and understand how to:
SB1. spot and communicate potential areas of disruptions to work process and
report the same


SB2. report to supervisor and deal with a colleague individually, depending on the
type of concern


Plan and Organize
The user/ individual on the job needs to know and understand how to:
SB3. plan communication strategy in order to avoid conflicts and work disruption


Customer Centricity
The user/ individual on the job needs to know and understand how to:
SB4. practice patient listening, careful talking and paraphrasing in order to avoid
misunderstanding


Problem Solving
The user/ individual on the job needs to know and understand how to:
SB5. coordinate with different departments and multi-task as necessary
SB6. contribute to quality of team work and achieve smooth workflow
SB7. share work load as required
SB8. delegate work in consultation with senior or as necessary instead of allowing
work to pile up


Analytical thinking

The user/ individual on the job needs to know and understand how to:
SB9. resolve recurring inter-personal conflicts by clear and two-way dialogue


Critical thinking
The user/ individual on the job needs to know and understand how to:
SB10. improve work processes by interacting with others and adopting best
practices