Logistics Work Book

Logistics
WORKBOOK
Contents
Orientation 9
Overview 11 Logistics Occupations 21 The Logistics Workplace 31 Workplace Law in Ontario 41 Training and Experience 51
Terminology 59
Terminology for Technology and Equipment 61 Terminology for Work Tasks 71 Communication in the Workplace 83 Health and Safety on the Job 97 Personal Plan 107 Glossary 119
Acknowledgements The Steps to Employment project was made possible with funding from Citizenship and Immigration CanadaOntario Administration of Settlement and Integration Services (CICOASIS). LCRT Consulting researched each sector, designed the curricula, conducted consultations on content, coordinated reviews by users and sector representatives and developed the materials. Many individuals and organizations were involved throughout the project. Thanks to all who provided input and support. March 2001
Katherine Babiuk Program Consultant Citizenship and Immigration Canada Ontario Administration of Settlement and Integration Services (OASIS) AlphaPlus Web Site Host Intellisearch, Toronto Public Library Media and Literature Research Kaoli Hanawa Illustrator Kathleen Doe Web Site Designer and Webmaster Kevin Cheng Graphic Designer Supercat Illustrations Louise Thomas Internet Research Alvin Ng Editor Trudy Kennell Editorial Consultant Skills for Change/HRDC Employment Resource Centre Focus Group Location Marijke Wertheim Intensive ESL Program School of Continuing Studies, University of Toronto Principal Researcher/Writer Andrea Strachan Curriculum Design/Senior Consultant LCRT Consulting Bruce Russell Curriculum Design/Senior Consultant LCRT Consulting Peggie Shek Project Manager LCRT Consulting Monika Etzler Toronto District School Board, LINC Program Outreach and Recruitment Consultant Eliza Doyle Working Skills Centre ESL Reviewer Oi-Ying Fou Skills for Change/HRDC Employment Resource Centre Focus Group Facilitator Kate Rotering Learning Innovations and Academic Development George Brown College Advisor
The information in the Steps to Employment series was researched, collected and written between 1999 and 2001 by LCRT Consulting under contract with Citizenship and Immigration Canada. Some of the information may change in time. Please consult the contacts listed for the most current information. The Steps to Employment workshop manuals are strictly for use in non-commercial, not-for-profit educational environments.
Steps to Employment in Ontario
Where do you begin? You just arrived in Ontario and want to find work in the Logistics sector. These are some of the first steps that you need to take. Know your sector employers, working conditions, and entry-level qualifications. Know your job-related traits be able to describe your skills, knowledge and interests. Know sector-specific terminology be able to discuss your occupation with others. Know what credentials are required and how to translate and evaluate your documents. Know where to get training, upgrading and help finding a job.
In this workshop you will learn about

; ; ; ; ; ; ; labour market trends in the logistics sector occupations in the logistics sector employers in the logistics sector, how they hire, and what they are looking for in their workers working conditions in the logistics sector, including wages, duties and responsibilities laws that protect workers in Ontario basic health and safety issues in logistics vocabulary for the logistics sector
You will also practise

; ; ; ; basic dialogues for conversations with colleagues and customers describing your skills and knowledge getting information from various sources pronunciation of key words for the logistics sector
and prepare
; a personal plan for your next step to employment in Ontario
Workshop introduction INTERVIEW Steps to Employment

Interview your partner
Ask your partner the following questions. Write down the answers in complete sentences. Once you have finished, prepare to introduce yourself or your partner to the group using the answers on your sheet or your partners sheet. 1. What is your name? 2. Where are you from? 3. How long have you been in Canada? 4. What is your occupation? 5. How much do you know about the logistics sector in Canada? 6. How much work experience and training have you had in this field? 7. Why are you taking this workshop? 8. What are your hopes for this workshop?
Icons used in the workbook

The following icons head exercises in the workbook. The icon indicates the type of activity intended by the exercise.
Reading Vocabulary Writing Pair Discussion Group Discussion Research Pronunciation
Orientation
Overview Logistics Occupations The Logistics Workplace Workplace Law Training and Experience
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OVERVIEW
In this unit you will learn about the logistics field in Canada regulations for this sector trends in the logistics sector
The logistics industry

The Management of Business Logistics defines logistics: ensuring the availability of the right product, in the right quantity and the right condition, at the right place, at the right time, for the right customer, at the right cost. These are also known as the seven Rs. As the quote above indicates, logistics is the many steps required to move goods or products and related information from the source of raw supply, through the producer or manufacturer, to the final point of delivery, the consumer. These goods and products can be almost anything, including clothing, electronic equipment, food or medical supplies. Logistics is what keeps the shelves stocked in supermarkets, gets your package to your sister in time for her birthday, and ensures your customers receives the goods they ordered. Logistics failures can cause anything from minor inconvenience to major financial losses for a company. Although it has existed in military operations for hundreds of years, logistics as a business discipline is relatively new. It became part of the modern business world after World War II, with the need to integrate the management of inventory, transportation and warehousing. Today, logistics is used to manage multi-firm global supply chains, from raw materials to delivery of the finished product to the consumer. Logistics is a group of functional activities that can be applied to manufacturing and service industries, with each company controlling its own logistics functions. This should not be confused with supply chain management, which is when three or more companies share information about the processes needed to move product from source to customer, efficiently and cost effectively.
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Specifically, logistics involves forecasting and planning, purchasing, inventory control, scheduling, distribution, order processing, customer service, storage and transportation, and other complex functions. It is estimated that companies spend anywhere from ten to seventy percent of their operating budget on logistics processes, which contributed to about ten percent of the GNP in 1999. In the same year, 580,000 Canadians were employed in logistics sector occupations, which include everything from truck driver to buyer, customs broker to business analyst. The Canadian Professional Logistics Institute is the main national forum for logistics professionals and practitioners, and offers professional development and certification courses. In addition, most professions within the logistics sector have their own associations.
Quote from The Management of Business Logistics, West Publishing Company, 6th edition, 1996
Activity 1: Pronunciation
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. logistics availability practitioner scheduling manufacturer integrate purchasing inconvenience
Activity 2: Vocabulary matching

Match each word to its definition by writing the corresponding letter in the blank space. 1. __ producer 2. __ ensure 3. __ manufacturer 4. __ efficient 5. __ integrate 6. __ supply chain 7. __ raw materials 8. __ effective a) a person or company that makes goods or materials b) productive with a minimum of waste c) unprocessed substance; things from which products are manufactured d) a person, company or country that makes or grows goods or materials e) useful; doing what it is intended to do f) make certain that something happens g) combine parts into a whole h) sequence of steps to get goods from the source to the customer, involving three or more companies
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Activity 3: Discussion
1. The quote at the start of the reading mentions the right condition as one of the seven Rs. What does this mean? 2. Describe a situation where a logistics failure could result in major financial loss for a company. 3. Why do you think logistics only emerged as an important business concern after World War II, and not earlier in history? 4. The reading says companies spend from ten to seventy percent of their operating budget on logistics. What types of companies would spend ten percent, and what kinds would spend seventy? 5. The reading names four logistics professions. What part of the logistics process would these jobs apply to? Can you think of any other logistics professions? 6. What is the difference between logistics and supply chain management? 7. Why is an organization like the Canadian Professional Logistics Institute useful? Are there organizations like this in other countries?
Real stories
Gateway to the U.S.
The trade in goods between Canada and the U.S. is the largest trade flow in the world, and the largest two-way trade between any two countries. Japan is the second-largest trading partner for both countries, but Canadas trade with Japan is less than one-tenth of our trade with the U.S. The Americans are our largest trading partners for both imports (66%) and exports (75%), while U.S. trade with Canada represents 20% of its imports and exports. The amount of trade and the type of goods traded, however, vary by region. In central Canada (Ontario/Quebec), 21% of GDP is exported, with U.S. trade accounting for 83% of those exports. This is the most urban and industrialized region of Canada. It is home to threefifths of the countrys total population, and provides over 65% of total GDP. Two-way trade between this region and the U.S. tends to be in manufactured goods. In the Greater Toronto Area (GTA), manufacturing accounts for one-fifth of total employment, and major industries include electronics, automotive and transportation parts and equipment, machinery, communications equipment, sheet metal products, printing and publishing, meat processing, and food and beverage processing. Other exports from the central region include wood and paper products, metals, minerals and energy. While sea and air transport are important for international trade from Canada, rail and truck modes of transport dominate the northsouth movement of freight. In the last 20 years, trucking has increased its share of export traffic to the U.S. to 58%, and its share of U.S. import traffic to 75%. At the same time, market share for rail dropped by 5% for export traffic and 3% for import. The difference is determined by the type of goods moved. Rail is better for bulk products and raw materials, which tend to be exported from Canada, while trucks are better for manufactured goods, which make up the bulk of imports.
Adapted from Canadian Logistics Journal, Vol.3, No.2, April 1996.
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. industrialized machinery determined dominate majority automotive beverage processing
Activity 5: True or false?

Read the following sentences and circle T for true statements and F for false statements. T T T T T T T T T F F F F F F F F F 1. Two-way trade means two countries import and export from each other. 2. The U.S.-Canada trade flow is larger for Canada than for the U.S. 3. 83% of central Canadas GDP is exported to the U.S. 4. More people live in cities in central Canada than in other regions of Canada. 5. 5% of people in the GTA are employed in manufacturing. 6. Industry in Ontario is an important factor in the Canadian economy in general. 7. The U.S. buys some of its power from the central Canada region. 8. Recently, rail traffic has increased at the expense of trucking. 9. Bulk products tend to be imported by rail to Canada.
Regulations
Many of the activities included in the logistics sector are subject to internal regulation by companies and external regulation by government. In storing, processing and transporting goods, Canadian distribution managers must abide by Canadian and foreign regulations, and by the terms of international agreements and conventions. These terms and regulations affect the following areas: kinds of products developed and traded must be in accordance with international product standards kinds of products developed and traded must not violate rules regarding restricted goods countries that can be dealt with and the terms of those dealings are outlined in foreign trade agreements and cannot include restricted countries terms of sale and shared responsibility with foreign buyers must agree with Incoterms modes of transport, carriers, and their activities must comply with insurance regulations, rules of fair competition, and other specific legislation documents and information required by transport companies, financial institutions and governments must be provided and properly completed costs will be affected by customs duties, exchange rates, tariffs and insurance.
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Many of the regulations affecting distribution are transport regulations. These include the Carriage by Air Act, Government Railways Act, Motor Vehicle Transport Act, National Transportation Act, and the St. Lawrence Seaway Authority Act, among many others. These acts cover rates, weights, handling, safety, and environmental concerns. In addition, many of these regulations have counterparts at the provincial level, which vary from province to province. Other regulations include customs and revenue regulations, and the Transportation of Dangerous Goods Act. This Act has a specific set of rules for each mode of transport which governs packaging, labelling, storage and handling, documentation, and accident reporting procedures. At the provincial level, legislation dealing with public warehousing covers liens on goods (including charges for storage, insurance, and labour), and the legal implications of warehouse receipts.
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. receipt lien regulations legislation carriage environmental provincial documentation

Match each word to its definition by writing the corresponding letter in the blank space. 1. __ abide by 2. __ Incoterms 3. __ dealings 4. __ lien 5. __ convention 6. __ mode 7. __ documentation 8. __ tariff 9. __ counterpart a) the right to take someone elses property because of a debt on that property b) method c) tax or duty on a particular type of import or export goods d) official or required papers e) equivalent f) transactions or business g) internationally accepted terms for transport and insurance costs used in international trade contracts h) agreement between countries i) obey
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Activity 8: Comprehension
Work with a partner to answer the following questions. 1. Is the distribution of goods in Canada governed only by Canadian legislation? 2. What kinds of legislation affect business with foreign countries? 3. What mode of transport is governed by the St. Lawrence Seaway Authority? 4. Name some of the substances you think would be covered by the Dangerous Goods Act. 5. Is this system of regulation for logistics activities similar to the ones in other countries?
Recent trends in logistics

NAFTA, deregulation, the impact of technology, and the demand for just-in-time delivery are all factors affecting the growth and development of the logistics industry. Over the past ten years, export between Canada and the U.S. has doubled. The North American Free Trade Agreement (NAFTA) has meant more movement of goods across the borders of Canada, the U.S. and Mexico. Under NAFTA, all three countries are working to set up uniform standards in weight, dimensions, licensing, etc. This is just one example of globalization and the emergence of trade blocs which have created supply chains that reach not only across the country but around the world. It is not only goods that are carried across borders. The demand for information is growing daily, and information is rapidly becoming a commodity in itself. The increase in trade, and the reduction in local and regional self-sufficiency, depends on improvements in transport and communication, and that relies on improved information flow within the economy. This flow of information has to be synchronized with the flow of goods, so information technology has become critically important to the logistics industry. Electronic technology such as monitoring of trucks by satellite and electronic tracking of shipped goods means better efficiency in delivery. This is especially important for companies who operate on justin-time rules, which in the logistics process means the right amount of goods delivered at the right time. Current trends indicate that Canadas economic health will depend even more on the logistics sector in the future. The structure of the Canadian economy focuses attention on logistics as a source of competitive advantage because of our increasingly heavy dependence on trade. In addition, the growing interdependence of companies and their suppliers and the increased sophistication of customers will continue to have an impact on the logistics field. At the same time, as companies are realizing the benefits of outsourcing, they are recognizing that they cannot cover the cost of waste caused by inefficiency by raising prices. Customers demand value for money. All this means a shift from a quantitative to a qualitative focus, and increased accountability. Sophisticated consumers demand efficient delivery of products, which in turn means the work force must be customer-oriented, whether that customer is an individual, a company or a country. All this is having an effect on corporate structure. Company decisions about production, marketing, and outsourcing are based on the quality of available information and the ability
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to interpret that data effectively. Increased competition calls for faster response time, and allows smaller margins for error. For this reason, strong network and schedule modelling skills are becoming more important and more complex. As a result, logistics is starting to be seen as a core business process that affects the entire organization, pushing logistics functions to executive levels.
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. deregulation interdependence quantitative outsourcing globalization qualitative competitive competition schedule synchronize sophistication accountability
Activity 10: Fill in the blanks

Fill in the blanks in the sentences below using the following words and terms: outsourcing sophisticated modelling synchronization accountability commodity qualitative deregulation
1. When a company or government is required to explain its actions to its shareholders or the public, this is called _________________________. 2. A ___________________ consumer is a person who is knowledgeable about the product he or she is buying. 3. Another name for creating a representation of a process or project is ____________________. 4. An example of ___________________________ is contracting a law firm to handle your legal requirements instead of having a legal department in your company. 5. Anything that can be bought and sold is a _____________________________. 6. To get bigger is a quantitative change. To get better is a ________________________ change. 7. ________________________________ is the process whereby two or more things are coordinated, usually so that they happen at the same time. 8. When the government removes restrictions on pricing and opens an industry sector to competition, this is called ________________________________.
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1. What effect do NAFTA and trade blocs in general have on the logistics process? 2. Why is information more important in a global economy? List as many reasons as you can. 3. Explain the meaning of just-in-time and how it is important in logistics. 4. How do sophisticated consumers drive change? 5. Why is logistics becoming a core business process in many companies? 6. Is the logistics sector changing in the same ways in other countries? 7. What effect will these changes have on your specific occupation?
Activity 12: Associations

1. Visit the Canadian Professional Logistics Institute Web site. What is their mandate? 2. What are the main products and services they provide? 3. Are you eligible to be an Associate Member? 4. What is available through the Logistics Gateway? 5. Visit the Web site of the association that represents your particular occupation. What is their mandate? What products and services do they provide?
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logistics associations & regulatory bodies
For more information on
The Canadian Association of Supply Chain and Logistics Management at www.infochain.org provides training and links to employment sites. The Canadian Institute of Traffic and Transportation at www.citt.ca Canadian International Freight Forwarders Association: www.ciffa.com Canadian Materials Handling and Distribution Society: cdn-mhds.org The Canadian Professional Logistics Institute develops training and certification courses, and produces a quarterly journal: www.loginstitute.ca The Canadian Society of Customs Brokers at www.cscb.ca offers education, information and licensing exams for brokers. The Council of Logistics Management: clm1.org International Warehouse Logistics Association: www.warehouselogistics.org Purchasing Management Association of Canada: www.pmac.ca
labour market trends

to find out about the future of your career, look at Ontario Job Futures: www.hrdc-drhc.gc.ca/jobfutures to find out whats going on in the logistics industry, visit Human Resources Development Canadas Sectoral Studies Division at www.hrdcdrhc.gc.ca/hrdc/hrib/hrp-prh/ssd-des/ visit the HRDC Employment Resource Centre in your community
on-line industry information and magazines

the Journal of Commerce at www.joc.com has daily news. Logistics Quarterly at www.lq.ca/issues visit logistics.about.com/industry/logistics for general logistics information and articles Materials Management & Distribution: www.mmdonline.com, a monthly magazine on supply chain management, and a biweekly e-newsletter. visit www.manufacturing.net for online reports and magazines on various logistics sectors. for news, visit www.logisticsonline.com
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LOGISTICS OCCUPATIONS
In this unit you will learn about different logistics occupations duties and responsibilities entry-level qualifications wages You will also practise how to describe duties how to describe your qualifications
Logistics occupations
According to the Canadian Professional Logistics Institute, logistics functions include: purchasing operations research, including demand forecasting, inventory control and production planning scheduling distribution, including warehousing, materials handling and packaging, shipping and loading, and storage order processing customer service transportation and traffic, including rates analysis and dispatching customs clearance international transport and freight forwarding information systems technology integrated logistics management.
This workbook will focus on five occupations drawn from a cross-section of these functions. These five occupations are: customs brokers dispatchers purchasing and inventory clerks shippers and receivers transportation managers
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Duties and responsibilities

Customs brokers Customs brokers clear goods through customs and on to their destination on behalf of importer and exporter clients. They may also act as freight forwarders. Main duties include preparing and processing import/export documents, applying correct tariff classifications on import/export goods, paying applicable duties and taxes, arranging for transportation and storage of goods, advising clients on import/export restrictions, tariffs and insurance, and acting as client representatives at meetings with government officials. Dispatchers Dispatchers relay orders to coordinate the movement of vehicles and freight. They are responsible for processing and providing information and instructions to field personnel, assigning personnel according to schedules and work orders, advising vehicle operators of problems and dealing with emergency situations, monitoring the location of personnel, and maintaining work records. Purchasing and inventory clerks Workers in these occupations process purchasing transactions and maintain inventories of goods and materials. Main duties of purchasing clerks include reviewing requisition orders, obtaining price quotes, calculating order costs, contacting suppliers to deal with problems, and maintaining files and price lists. Main duties for inventory clerks include monitoring inventory levels, compiling inventory reports using manual or computerized systems, preparing requisition orders, and maintaining stock rotation. Shippers and receivers These workers ship, receive and record the movement of goods and materials to and from an establishment. They are responsible for choosing shipping methods, preparing shipping documents, assembling and packing goods, overseeing loading and unloading of goods, inspecting and verifying goods received, unpacking and routing goods to storage, and maintaining records. Transportation managers Also known as traffic managers, workers in this occupation coordinate and monitor the transportation and movement of goods, arrange for shipping documentation and oversee the scheduling and tracking of goods in transit, negotiate with carriers, control the departmental budget, evaluate freight and inventory costs, and supervise training of new workers.
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. forecasting distribution inventory transaction requisition personnel feasible coordinate
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Occupations

Match each word or phrase to its definition by writing the corresponding letter in the blank space. 1. __ feasible 2. __ field personnel 3. __ to verify 4. __ requisition order 5. __ to compile 6. __ to monitor 7. __ crew 8. __ to oversee 9. __ price quote 10. __ cost-efficient a) stated cost b) team or group of workers c) to supervise d) money-saving e) to check that something is correct f) doable; possible to achieve g) staff who work away from the head office h) to watch and check i) j) formal written demand for something to put a large quantity of things into
Activity 3: Who does what?

Complete the sentences below using phrases from the box: goods received reports documents field personnel schedules requisition orders
1. Dispatchers advise and monitor ________________________________ . 2. Shippers and receivers inspect and verify ________________________________. 3. Customs brokers prepare and process ____________________________________. 4. Purchasing clerks review _______________________________________. 5. Transportation managers coordinate _________________________________. 6. Inventory clerks compile _____________________________________. a) Add two more half-sentences like the ones above, and ask a partner to complete them. _________________________________________________________________________ _________________________________________________________________________ b) Which occupations require workers to complete reports or maintain records? _________________________________________________________________________ _________________________________________________________________________
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Entry-level qualifications
Entry-level qualifications are the minimum requirements for workers with no previous experience in the logistics industry. Customs brokers Workers in this occupation require a high school diploma, and some post-secondary education in commerce or a related field could be helpful. On-the-job training is common and can take several years. Two levels of licensed qualification are available, both requiring substantial knowledge of Canadian policy and procedure in this field so work experience is mandatory. However, licensing is not required unless a worker wishes to progress to management level or to start a brokerage company. Dispatchers A high school diploma is usually required for dispatchers, and any previous background in communications or a related field is an asset. Depending on the field, employers may require some working knowledge of the field operators jobs; for instance, a trucking company may want its dispatchers to have worked as drivers or in some other trucking occupation. In addition, formal on-the-job training is common for dispatchers. Other requirements are a good knowledge of the geographical area and some typing skills. Purchasing and inventory clerks Workers in these occupations usually require a high school diploma. Purchasing clerks may also need community college courses in purchasing management, while it is recommended for inventory clerks to complete a two- or three-year program in materials management. Licensing and certification, however, are not required. Inventory clerks should also be able to operate a computerized inventory system. Shippers and receivers A high school diploma is usually required for shippers and receivers, but no licences or certificates are needed. Most training in these occupations is on-the-job, though some employers may prefer workers with previous experience in a related occupation or as a warehouse worker. Knowledge of regulations concerning WHMIS (Workplace Hazardous Materials Information System) and Transportation of Dangerous Goods (TDG) is an asset. Transportation managers Workers in this occupation require a high school diploma. Employers also often require several years of administrative experience related to freight traffic and, increasingly, a college diploma or university degree in business or transportation administration. Professional designation is available but not required. Experience with the relevant computer software for scheduling, as well as good knowledge of the geographic area, are essential.
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. designation certificate qualification licensing hazardous requirement background geographical
Activity 5: Vocabulary
Fill in the blanks with information from the reading. 1. What are two types of post-secondary education? ______________________________ _________________________________________________________________________. 2. What are two other words for experience? ___________________________________ _________________________________________________________________________. 3. What is another word for require? _________________________________________ 4. What do you call something which is good to have but not a requirement? ___________ _________________________________________________________________________
Activity 6: Complete the table

For each occupation, check the boxes that are entry-level requirements for those workers. High-school diploma Customs brokers Dispatchers Inventory clerks Purchasing clerks Shippers and receivers Transportation managers College courses (specify what kind) Other (specify what)
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1. Would a knowledge of regulations concerning WHMIS and TDG be useful in other logistics occupations besides shipping and receiving? 2. Do the occupations discussed in the reading have the same entry-level requirements in other countries? 3. Can you think of any other training that could be useful in these occupations?
Wages
Salaries in the logistics sector vary greatly depending on the training requirements, level of responsibility, and amount of experience. Most of the occupations detailed in this unit provide opportunities for advancement, with a corresponding increase in salary. Dispatchers, shippers and receivers, and purchasing and inventory clerks are paid an hourly wage, although the latter may receive a salary instead. Average earning for most of these occupations are comparable to those for similar occupations in related fields. Average earnings for transportation managers are comparable to managerial positions in other sectors, but they are among the highest for the trades and transport sectors. The chart below shows average salaries for the five occupations. Where there is a range, the level depends on experience. Occupation Customs broker Dispatcher Purchasing & inventory clerk Shipper/receiver Transportation managers Salary $25,000 $40,000 $24,000 $39,000 $23,000 $30,000 $30,000 $23,000 $54,000 $10/hour $10/hour $9.00 15.00/hour Wage
1. Based on what you have read about duties and responsibilities and entry-level qualifications, why do you think customs brokers and transportation managers are paid salaries instead of hourly wages? 2. On average, what is the yearly salary for most of these occupations? 3. Do workers in these occupations receive similar rates of pay in other countries? 4. Based on what you read about the logistics sector in unit one, do you think these salary levels will increase, decrease, or stay relatively flat in future?
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Real stories
The lure of logistics
Logistics and supply chain management are key determiners of business performance for the simple reason that the ease and speed of moving goods and services along the supply chain has a big impact on profits. Furthermore, all businesses need logistics services in their day-to-day operations, and they spend a lot of resources on these activities. Nevertheless, most employers expect to have a hard time finding appropriate logistics personnel in the coming years, because while demand for entry-level and qualified people is high, supply is low. The huge growth in opportunities in this market has not been matched by an increase in college graduates from logistics programs. Yossi, the Director of the MIT Center for Transport Studies, offers potential students the following reasons for getting involved in the logistics field: 1. Its a big and growing sector of the economy, both in the U.S. and Canada. 2. Its challenging, and getting more so with the introduction of global supply networks. 3. Its important because it creates strategic business advantages. 4. It will lead to personal growth and promotion, as increasing numbers of executives will need logistics experience. 5. Its a source of crucial data through the customer service connection, which drives the supply chain. 6. Its booming, especially in the areas of contract logistics and the software those companies need to operate. 7. Its practices and methods are continuously changing. 8. You will be needed, because the demand for personnel is far greater than the supply. 9. It offers expanding and fulfilling career paths in a variety of industries. 10. And last but not least, its fun.
Adapted from Why Study Logistics? by Yosef Sheffi, www.mit.edu (MIT Center for Transport Studies).
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. potential fulfilling determiner appropriate opportunity challenging strategic crucial
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Activity 10: Comprehension and discussion

1. How does logistics affect profits? 2. Why do you think there is a shortage of students interested in studying logistics? Is this also true in other countries? 3. Some of Yossis reasons are very closely related to each other. Which ones? Regroup and summarize his main points. 4. Do you agree with all of his points? Can you think of any to add?
Activity 11: What Canadian employers need

The Conference Board of Canada has compiled a list of skills that employers consider necessary for anyone entering the Canadian workplace. Work with a partner to brainstorm two specific skills for each category in the list. These skills do not have to be specific to logistics occupations. Academic Skills Communicate Think Learn Personal Management Skills Attitudes and Behaviours Responsibility Adaptability Teamwork Skills Working with Others Specific skill Specific skill Specific skill Specific skill Specific skill Specific skill
Now visit the Conference Board of Canada Web site and look at the full list of Employability Skills. Do any of the skills you specified match the ones listed? Which of these skills do you think are particularly important for logistics sector occupations?
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Activity 12: What are your qualifications?

Use your personal skills and experience to complete the chart. Skills, knowledge, and experience Yes / No Explain how you got this qualification and give an example where appropriate.
High school diploma
College courses
Specialized training
University degree
Computer skills
Membership in a professional association
Experience in your field
Good problem-solving skills
Ability to write reports in English
Knowledge of the logistics sector in Ontario
Knowledge of logistics sector regulations for your field
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entry-level qualifications

30 Steps to
see job ads in local newspapers, on job boards and on the Internet to see what employers are looking for. look in the National Occupational Classification (NOC) Directory at your local Employment Resource Centre. Read the Essential Skills Profile for your occupation on the HRDC Web site: www15.hrdc-drhc.gc.ca
duties and responsibilities

read the description of each occupation in Ontario Job Futures. You can find this publication at any HRDC Employment Resource Centre, or at the HRDC Web site: www.on.hrdc-drhc.gc.ca/jobfutures visit the Vocational Information Centre for a description of dispatcher and shipping/receiving jobs, qualifications, salaries, and working conditions, at www.geocities.com/ResearchTriangle/Forum/7913/page38.html
workplace skills
have a look at www.worksearch.gc.ca to see what employers are looking for. Access is under How Do I Market Myself. visit the Conference Board of Canada at www.conferenceboard.ca and search for the employability skills profile. look at the requirements for logistics professionals at www.worklogic.com:81 visit the Possibilities Project at www.possibilitiesproject.com to find out about jobs skills and jobs in demand
salary expectations
look at the report on wages at www.workwave.com look at job ads in the newspaper. talk to someone who works in the logistics field.
Employment
THE LOGISTICS WORKPLACE

In this unit you will learn about employers in this sector working conditions hiring practices You will also practise describing different working conditions reading job ads
Real stories
Moving windows
Richard works as a logistics supervisor for a company that produces roof windows and accessories. The team of 20 people that services these orders includes a warehouse manager, stock controllers, warehouse workers, a truck driver and Richard. The majority of deliveries are carried out by third-party haulage companies, with more than 20 drivers regularly calling at the site. Richard worked as a stock controller and a logistics analyst before taking his current job three years ago. He enjoys his new job because each day is unpredictable, with new challenges for him to meet. What he doesnt like about it is the long hours, which can be tiring. A typical day for Richard begins by checking the computer system for orders that must be dispatched that day. This system is constantly updated during the working day as new orders are placed. Richard then groups the orders into logical delivery groups. He has to consider factors like vehicle capacity, the times of day when customers will accept deliveries, and whether they require a prearranged booking before delivery. The next step is to arrange with haulage companies for trailers of appropriate sizes to be available for loading at appropriate times. This process of reviewing outstanding orders, collating them into delivery groups and arranging for loading and dispatch continues throughout the day. At the same time, he must deal with telephone queries from the sales offices about delivery schedules. Richards day ends with a check of outstanding orders, planning two or three loads for the next morning and arranging for trailers to be available. He often doesnt finish until 6:30 or even later. Richard thinks his job could develop in future, giving him more time to analyze the performance of the warehouse and the distribution process in terms of reliability, cost and satisfying customer requirements.
From profile at Inside Careers Guide to Logistics Management www.insidecareers.co.uk/logistics
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Listen to the instructor. Mark the syllable stress in these words then practise saying each one. vehicle dispatch haulage supervisor controller reliability outstanding prearranged unpredictable

Match each word to its definition by writing the corresponding letter in the blank space. 1. __ haulage 2. __ to collate 3. __ to dispatch 4. __ outstanding 5. __ third-party 6. __ capacity 7. __ query 8. __ to service a) a company contracted to provide a service b) carrying space c) question or request d) take care of; process e) group together f) waiting to be processed; unfinished g) to send out h) trucking
Activity 3: Group discussion

1. What are the key tasks involved in Richards job? 2. What personal qualities do you think are most important for Richards job? 3. Are these same qualities important in your work? 4. Would you enjoy Richards job? Why or why not?
Where the jobs are

Most logistics jobs are full-time positions in wholesale and retail companies, brokerage firms, transport and manufacturing companies, and government agencies. Logistics occupations are typically not unionized. On the distribution side, only 1% of workers are self-employed, only 10% of workers are part-time, and 27% of workers are women. These figures are well below the national averages for all occupations. Corresponding figures for transportation managers are also below the national average. In contrast, among customs brokers and related occupations the numbers of part-time, self-employed and female workers were well above national averages.
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Human Resources Development Canada (HRDC) expects growth in employment in logistics occupations to be fair to good through 2008, depending on the type of employment. Growth in distribution-side occupations, including dispatcher, purchasing and inventory clerk, and shipper/receiver, is expected to be only fair, while the outlook for customs brokers and transportation managers is considered good. Overall, knowledge jobs, like supply chain management, which require analytical and cross-functional skills will increase, while data and information processing jobs will remain steady or decline. In general, the growth in the logistics industry indicates employment requirements across the sector should increase through 2004, with most of this work expected to be in the wholesale and retail trades. However, in the fields of distribution and transportation management, the growing use of computerized systems for inventory control and tracking means the best labour market opportunities will go to those with the best computer skills. Furthermore, with more graduates from logistics courses entering the market, HRDC expects the number of job openings to be matched by the number of job seekers for the next few years so that, despite increasing demand, finding work may be challenging. Workers in the logistics field must therefore update their skills and knowledge regularly in order to stay competitive. Employers generally hire through newspaper ads or through a college or other training institute. On-line job banks and networking (talking to people who work in or have some connection to the industry) are other good sources of job information. In some cases, volunteer work can be a foot in the door (provide access to a job).
Listen to the instructor. Mark the syllable stress in these words then practise saying each one. unionized competitive analytical networking brokerage manufacturing
Activity 5: Dictionary work

1. The article mentions a network of contacts or people. What other kinds of networks are there, and what is the common element between them all? _________________________________________________________________________ _________________________________________________________________________. 2. What is meant by cross-functional skills? _________________________________________________________________________ _________________________________________________________________________. 3. What is the difference between update and upgrade? _________________________________________________________________________ _________________________________________________________________________.
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Activity 6: True or false?

Read the following sentences and circle T for true statements and F for false statements. T T T T T T T T T T F F F F F F F F F F 1. You are most likely to get a full-time job as a transportation manager. 2. Most distribution-side workers are women. 3. More workers are self-employed in customs brokerage than in other logistics industries. 4. Customs brokers are likely to find work in the near future. 5. Knowledge jobs will be more in demand in the future. 6. It may be difficult to find work because there are more people looking for jobs than there are job openings. 7. There will be more future opportunities in the wholesale trade. 8. New computerized systems will replace existing logistics workers. 9. Experienced logistics workers may be competing for jobs with new college graduates. 10. Newspapers are the best place to look for logistics job postings.
Discuss the following questions with a partner: 1. Why do you think so few women enter the logistics workforce? 2. Based on what you learned in unit one, why do you think knowledge jobs are on the increase? 3. How does computerization affect the job market? What effect has it had on your particular occupation? 4. Is your occupation unionized in other countries? If not, can you think of any advantages to it being unionized? 5. How did you find work in other countries? 6. Do you know anyone who has found work in your occupation in Canada? How did they find a job?
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Working conditions
Vocabulary
Full-time means 40 hours a week and a regular schedule. For example, Monday to Friday, 9 to 5. Part-time means working only a few hours a week. For example, less that 25 hours a week, maybe Monday, Tuesday and Wednesday, 10 to 3. Casual part-time means that work is not steady. Sometimes it may be 10 hours a week, and sometimes 20. It depends on how much work there is. Contract work means that you are hired to do a job or a project. When the job or project is finished, so is your employment. Job security refers to the permanence of a job. Shift work is a set number of hours in a day. For example, the day shift is usually from 8 AM to 4 PM.; the afternoon shift is from 4 PM to midnight; and the night shift, also called the graveyard shift, is from midnight to 8 AM. Salary is a fixed, regular payment to employees. This could be a monthly, weekly or bi-weekly payment. Wage is the regular payments received for work or services, usually given as an hourly amount. Benefits are paid for by employers to pay for things like sick pay, dental plan and parental leave.
Customs brokers Most work is performed in offices in cities or at border crossings. Workers at border crossings often work shifts to provide 24-hour service to clients. Entry-level positions could also involve evening and/or weekend shift work. Brokers in other locations usually work regular hours during the week, although they may have to come in on weekends or in the evening to meet scheduled shipments. Customs brokers may work full-time or part-time, depending on the company and on seniority. The job is normally supervised, though brokers may work independently or as part of a team. The work is not physically demanding, but it can be stressful. Dispatchers Working conditions for this occupation vary according to the employer. Some dispatchers work in small offices with simple equipment, while others work in large call centres with complex, computerized equipment. Dispatchers work in shifts. If service runs 24 hours per day, staff may work rotating shifts or be assigned to one particular shift. Nights, holidays and weekends are part of the schedule. The work is not physically demanding, but it does involve sitting for long periods of time and it can be stressful. Purchasing and inventory clerks Working conditions in these occupations vary by employer. Clerks usually work in offices or factories, but may also work in warehouses or stock rooms that are not always climate controlled. Work on loading platforms exposes workers to all kinds of weather. They
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typically work regular hours during the week, but evening and weekend hours may be standard in some jobs, and may be required in others when large shipments are due or inventory needs to be taken. The work can be physically demanding, involving frequent standing, walking, bending and lifting. Use of material handling machinery may also be required. Shippers and receivers Most shippers and receivers work regular hours during the week, although extra hours may be required during rush periods. In larger warehouses, shift work may be the standard. Most of the work is done indoors, usually in warehouses which can be dusty, noisy, and hot or cold if the loading doors are open. Work on loading docks is done in all kinds of weather. The job is physically demanding, requiring workers to spend most of the day on their feet. Workers may also be required to routinely lift items weighing up to 25 kilograms, and to operate materials-handling equipment. In some organizations, workers are unionized. Transportation managers Transportation managers usually work in an office environment, though the size and quality of the space and equipment may vary. Most work regular hours during the week, but in large organizations shift work may be required to cover 24-hour service. Overtime is not unusual, and while the work is not physically demanding it can be stressful, requiring decisions to be made under pressure. Depending on the size and nature of the company, some travelling may be necessary to evaluate locations for new warehouses or distribution networks.
Listen to the instructor. Mark the syllable stress in these words then practise saying each one. casual frequent climate environment physically computerized
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Fill in the blanks in the sentences below using the following words and terms: rotating climate controlled shift work stressful materials-handling equipment physically demanding overtime
1. When a job requires uncomfortable positions or a lot of effort or movement we say the job is _______________________________. 2. Forklifts are used to move heavy crates and containers. These machines are an example of _________________________________________________________. 3. If you usually stop work at 5 PM but have to stay until 7 PM one day to finish a job, we say you are working ______________________. 4. An example of ________________________________ is a workday that runs from 4 PM to midnight. 5. A building that has central heating and/or air conditioning is ______________________. 6. A ______________________ job is mentally demanding, where work is performed under pressure. 7. If you work a _____________________ shift, your working hours will change on a regular basis.
Activity 10: How are they similar?

Write six sentences that compare similarities between the logistics occupations discussed in Working Conditions. Example: Both Dispatchers and Shippers/Receivers are required to/need to/have to
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Activity 11: Reading job ads

Read these ads for logistics positions and answer the questions with a partner.
Transportation Dispatcher The Transportation Group is a leading provider of Transportation and Supply Chain services to customers in North America. We are looking for an individual to serve as the liaison between our client base and the transport industry. The successful candidate will have two five years dispatch experience, strong customer service and administrative skills, proven written and verbal communication skills, and the ability to work in a Total Quality environment that stresses teamwork. Computer literacy is required. Previous experience in third party logistics transportation would be an asset. CANDIDATE MUST POSSESS: Above average communication skills Geographic knowledge of the U.S. and local Toronto (GTA) area Canada/U.S. Customs knowledge Knowledge of load planning in either an LTL or T/L environment Above average computer skills: Windows 2000, Excel, Goldmine, Load Link and PC Miler Education requirements: High School; Post Secondary an asset. This is a full-time, permanent position working the afternoon shift. Salary range: $32,000-$42,000 Forward resumes in confidence to Kathy Lee, Operations Manager at klee@abc.com.
Logistics Coordinator KL Logistics is one of the largest and fastest growing third party transportation logistics providers in North America. We offer our clients customized solutions, business growth, peace of mind, and simplicity in addressing all their transportation logistics needs. Job Description: A logistics coordinator is responsible for formulating and delivering the optimal logistical solutions for our clients by organizing the movement of freight in the most cost-effective and reliable manner possible. Other responsibilities include: Finding optimal transportation routes for our clients. Negotiating rates with carriers. Problem-solving client specific issues and ensuring the highest level of customer service. Researching and finding new carriers. Researching pricing for new and existing clients Job Requirements: This is an ideal position for a results-oriented, self-motivated individual. Excellent communication and negotiation skills are required, coupled with effective problem-solving and organizational skills. You are also a hi-energy team player with great interpersonal skills looking for career advancement. Experience in the transportation industry would be a definite asset. This is an entry-level, full-time position. Salary range: $24,000 to $36,173
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Purchasing Specialist Location: Oakville, Ontario Responsibilities: National ISO 9001 Distributor requires motivated, TEAM oriented Procurement Specialist. Identify replenishment needs through customer orders and required inventory levels, and process purchase orders. Ensure deliveries are aligned with customer and company expectations. Entry and maintenance of supplier records. Analysis and negotiation of buying as required. Ongoing contributions to achieve and support company objectives. Qualifications: Post secondary education/training in Purchasing. Minimum two years experience in a buying role with Vendor negotiations. Proven track record in continuous improvement. PC skills required with proficiency in Office 97 (Excel, Word. PowerPoint would be an asset.) Strong communication skills, verbal and written. Ideal candidate has experience in safety and/or industrial products. Salary: $ 28,000 - $ 34,000 Fax resumes to: 555-555-7382
1. Are all these jobs permanent positions? 2. Ad #1 requires the ability to work in a Total Quality environment. What is this? 3. Ad #1 uses the term liaison. What does this mean? 4. Ad #2 requires great interpersonal skills. What do you think this means and why are they important in this job? 5. Ad #3 requires a proven track record in continuous improvement. What do you think this means? 6. Are any of the requirements different from or additional to the information given in this unit? 7. Are there any similarities in working conditions or requirements between these three jobs? 8. What is ISO 9001? If you dont know, how would you find out? 9. What is the GTA? 10. What are LTL and T/L? If you dont know, how would you find out? 11. Do any of these jobs interest you? Why or why not? Do you have all the necessary qualifications? 12. Work with your partner to formulate two questions you would ask the employers who posted these ads.
Activity 12: Researching companies

Look in newspapers, on the Internet or in the Yellow Pages and find a logistics sector company that operates in your area. Do they have a Web site? If so, visit the Web site. If not, visit the company itself or go to a reference library for information. 1. Look at the companys organizational chart. Which department would your profession most likely fall under? 2. Write a 1 2 page description of the company. Does it sound like a good place to work? 3. If the company has a career centre on-line, look at the job postings. Are any of them in your area of expertise? Do you have the necessary qualifications?
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employers

40 Steps to
research business directories such as the Blue Book of Canadian Businesses and the Ontario Business Directory. They are available at any reference library and often in employment resource centres. visit Strategis at www.strategis.ic.gc.ca for information on companies in your field
working conditions
talk to people who work in the logistics field visit the HRDC Web site for a description of conditions in your job at www.hrdc-drhc.gc.ca visit the Vocational Information Centre at www.geocities.com/ResearchTriangle/Forum/7913/page38.html for a description of logistics sector jobs and working conditions, and a career centre
unions
Teamsters Canada at www.teamsters-canada.org represents a broad range of logistics workers. Canadian Labour Council at clc-ctc.ca is a federation of Canadian unions, including the Teamsters. United Food and Commercial Workers International Union (UFCW): www.ufcw.ca
job search
Work Search at www.worksearch.gc.ca Canada WorkInfoNet at www.workinfonet.ca visit www.manpowerprofessional.com for job postings many of the logistics associations have on-line career centres
self-employment
see the booklet Starting a Small Business in Ontario at the Web site www.ontario-canada.com. visit the Canada-Ontario Business Call Centre at www.cbsc.org/ontario or call toll-free at 1-800-567-2345 for the location of the nearest Small Business Self-Help Office
Employment
WORKPLACE LAW IN ONTARIO

In this unit you will learn about the laws that protect workers in Ontario employment standards human rights health and safety workers compensation
Discuss each of the following situations. 1. John had a 15-minute coffee break in the morning, and another in the afternoon for the past year. Recently his employer reduced the breaks to ten minutes each. Can the employer do this? Anne was asked to pay for the uniform that she is required to wear at work. Can the employer do this? Munir refuses to test some hazardous material delivered to the lab this week. Can he do this?
2. 3.
Laws that protect workers in Ontario

The Ontario Ministry of Labour is responsible for labour laws in Ontario. These laws describe the rights and responsibilities of employers and workers in this province. Ontarios Employment Standards Act does not apply to industries regulated by the government of Canada, such as the railways, airlines, post offices, and shipping companies that cross provincial and state borders. These employees are covered under the Canada Labour Code. As a new worker, you need to learn about these laws so that you know your rights and responsibilities in the workplace.
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Employment standards
The Employment Standards Act is the law that contains Ontarios basic rules about the minimum standards for salary, overtime, vacations, maternity benefits, termination, and more. This provincial law covers most workers in Ontario. The Act describes: Minimum wage: Employers must pay both full-time and part-time workers at least the minimum wage. Any changes are announced in newspaper ads at least a month before the change happens. Hours of work: This is the number of hours for each normal working day. The Act says that the limit for most employees is eight hours per day and 48 hours per week. Employers must pay employees overtime if they work more than the legislated hours of work. Overtime pay: Overtime pay is the wage that employers must give workers who work overtime. Overtime pay is the regular wage x 1.5, or time and a half. Meal breaks: Workers must have a meal break each working day. The length of this meal break is determined either by the law, by the employer, or by union contracts. The Act does not set coffee and rest breaks, but some employers allow coffee and rest breaks throughout the day. Public holidays: Under the law, Ontario has eight paid public holidays. Workers who qualify for paid public holidays dont have to work on these days, but are still paid their regular wages for the day. Vacation pay: Workers are entitled to a minimum number of days of paid holidays each year. The law determines how long workers must work before they are eligible for paid holidays and vacation pay. Pregnancy and parental leave and benefits: This is the time off for a new parent. While on pregnancy leave, employees can receive employment insurance maternity benefits. While on parental leave, employees can receive employment insurance parental benefits. To qualify for these benefits, the employee must have paid EI over a period of time prior to the arrival of the baby. Deductions: These are payments that employers can legally deduct from an employees paycheque. They include Employment Insurance and Canada Pension Plan payments. Termination of employment: The law determines how employees or employers end their contracts and how much termination pay must be paid.
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. vacation compensation overtime standards deduction termination minimum benefits

Test your understanding of employment standards terminology by matching the terms on the left with their definitions on the right. 1. 2. 3. 4. 5. 6. 7. 8. ___ minimum wage ___ hours of work ___ overtime pay ___ meal breaks ___ public holidays ___ vacation pay ___ deductions ___ termination of employment a) payments that employers deduct from an employees paycheque b) the wage that employers must give workers who work more than the normal hours of work in a workweek c) employers must pay at least this much to part-time and full-time employees d) firing or giving notice e) time off or the equivalent pay f) a normal working day g) time available for breakfast, lunch or dinner, depending on the work schedule h) days of rest, recreation or festivity
Real stories
Did you know? While the typical vacation for North American workers is two weeks, many European governments mandate longer vacations. French employers are required to provide 25 vacation days per year. German workers are entitled to 24 days. In Spain, workers have 22 days. Employers in Belgium, Ireland and the Netherlands provide 20 days, and in the U.K. vacation requirements are from 15 to 20 days.
Source: Society for Human Resource Management 2000
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Activity 4: Interview
Work with your partner to fill in the chart with information about Ontarios employment standards, then ask your partner about workplace law in other countries. Question 1. What is the minimum wage? 2. How many weeks vacation do most workers get each year? 3. How many public holidays are there? 4. What are the normal working hours each week? 5. What are the normal working hours each day? 6. Are employers required to pay overtime? 7. What are some deductions from paycheques? 8. Is there maternity and parental leave? How long is it? In Ontario In ______
Activity 5: Reading and completing a pay stub

Here is a pay stub for two weeks. Fill in the pay stub with this information: This person worked for 75 hours. The regularly scheduled hours were 72.5. The total pay before deductions was $915.00. Canada Pension Plan contributions were $27.45. Employment Insurance (EI) deductions were $18.30. Union dues were $12.00. Income T\tax deducted was $228.75.
O Detach Cheque Here O

EARNINGS
TIME OVERTIME GROSS PAY
DEDUCTIONS
INCOME TAX EI CPP UNION DUES NET PAY
What was the net pay?
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Human rights in the workplace

Ontario Human Rights Code The Ontario Human Rights Code is the law that ensures that all citizens in Ontario must receive equal and just treatment. The Code protects workers in Ontario from discrimination and harassment by their employers or co-workers. It also reminds all workers to treat each other with respect. The Ontario Human Rights Code forbids discrimination against a person because of race, colour, religion or sex. Employers and workers must act according to the principles described in this law. For example, it is inappropriate to continue sexual advances after someone asks you to stopthis would be called sexual harassment. It is also inappropriate to make jokes about people of different racesthis would be called harassment too. Discrimination Discrimination is being treated differently from other people. There are situations in which the employer is allowed to be selective on the basis of citizenship, age or disability. But generally it is against the law to discriminate against people because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, age, record of offences, marital status, same-sex partnership status, family status or handicap. This is why it is illegal for employers in Ontario to ask questions about an applicants marital status, number of children, age, etc. Harassment Harassment is a situation in which someone threatens or insults you. Racial harassment includes racial jokes and derogatory comments. Sexual harassment includes unwanted touching, sexual comments, sexual jokes and suggestions. Discrimination and harassment can occur in job advertisements, questions about Canadian experience, job applications, job interviews and in the way workers treat each other and how the employer treats the workers. Ontario Human Rights Commission The Ontario Human Rights Commission is the office that enforces the Ontario Human Rights Code. Anyone who has been discriminated against or harassed in the workplace should try to solve the problem with the colleagues and employer, but if this fails, the commission can help.
Brainstorm questions that an employer might ask or statements that you might see in a job ad that would be against the Human Rights Code.
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Match the terms on the left with their definitions on the right. 1. ___ ancestry 2. ___ creed 3. ___ family status 4. ___ handicap 5. ___ harassment 6. ___ marital status 7. ___ place of origin 8. ___ sexual orientation 9. ___ spouse 10. ___ discrimination a) being in a parent and child relationship b) derogatory comments and unwelcome advances c) physical or mental disability d) the person to whom you are married or with whom you live as a couple e) single, married, divorced, common law f) relatives from many generations back g) where you were born h) heterosexual (straight), homosexual (gay) i) j) being treated differently from others your beliefs, especially religious
Activity 8: Matching
Match each situation with one of the following types of discrimination or harassment: P place of origin C creed __ R race A age G - gender D - disability
1. Andy answered an advertisement for a Girl Friday. The duties of the job involved typing, filing and sorting. When he asked for an interview, he was told that the job was for girls only. 2. Ameena applied for a job as a receptionist. Ameena is from India. She speaks English very well, but she has an accent. At the job interview, the employer told her that she was not right for the job. He said that the company needed someone who spoke English with no accent. 3. Andrea speaks with a stutter. One of her co-workers makes fun of her when she stutters. He knows that this makes it harder for her to speak, but he does it anyway. 4. Nathan works in a machine shop. He is black. Most of his co-workers are white. Last week his co-workers were telling black jokes. Nathan asked them to stop, but they just laughed at him and went on with the jokes. 5. Ute has been looking for a job for almost two years. She cant understand why it is so difficult. Her friends say that it will be impossible for her to get a job because she is 52 years old. 6. Ahmed is a Muslim. He has a special prayer time every Friday. Every Friday one of his co-workers teases him: There goes Ahmed to the mosque again!
Adapted from: Discrimination and Harassment at Work, CLEO. August, 1993
__
__ __
__
__
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Health and safety

Occupational Health and Safety Act The Occupational Health and Safety Act helps to protect the health and safety of workers in the workplace. This Act is based on the idea that employers and employees must work together to create a safe and healthy workplace. Employers must do everything possible to protect workers health and safety and workers must work with employers to identify and solve safety problems in the workplace. The Act gives workers four basic rights: the right to participate in keeping their workplace safe and healthy the right to know about health and safety hazards through the Workplace Hazardous Materials Information System (WHMIS) the right to refuse work that they think is unsafe the right to stop work.
Occupational health and safety applies to all workplaces, however some workplaces will have more health and safety hazards than others. Inform yourself by contacting the Health and Safety Association for your occupation or sector.
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. hazard hazardous protect protection safe unsafe W HMIS occupational
Activity 10: Whose responsibility is it?

Circle E for employer and W for worker in front of each sentence, according to whose responsibility it is. Remember that some responsibilities are shared.
E E E E E E E E
W W W W W W W W
1. Give information, training and supervision. 2. Not work or operate equipment in a way that could be dangerous. 3. Make sure safe work procedures are followed and equipment is used properly. 4. Report any broken equipment or safety devices. 5. Keep safety equipment in good condition. 6. Use the safety equipment available in the workplace. 7. Report any health or safety violations. 8. Provide training on how to handle hazardous materials.
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Workers compensation
Workers Compensation Act The Workplace Safety and Insurance Act says that workers who are injured at work or get sick from their work can receive compensation and assistance in getting back to work. The Workplace Safety and Insurance Board (WSIB) is the office responsible for administering workers compensation. The WSIB also enforces the provincial occupational health and safety system. No injury is too small to report! All employees must be registered with the WSIB. Employers must register any new employees with the WSIB within ten days of hiring, or they can be fined. Employers must also report any injuries that occur in the workplace to the WSIB within three days of the injury. Workers must report any injury to their employer immediately. If a worker misses work because of an injury or illness, the employer must report it to the WSIB within three days after the accident. Workers must also make a claim with the WSIB within six months of their injury. Although both the employer and the employee report any injury related to their job, employees must apply for workers compensation and the WSIB decides if the law covers a worker or not.

1. Name three injuries that may affect workers in your area of the logistics sector. 2. What are some reasons for a worker not reporting an injury at work? 3. Why is it important to report every injury? 4. Use the following models to help you paraphrase the rules for Workers Compensation. Models: If you ______________, you must _________________________________. If you ______________, your employer must _________________________. If you are eligible, the WSIB will ___________________________________.
Activity 12: Research

If you need more details on Ontarios employment standards, use brochures or the Internet to find information about employment standards in Ontario. Use the For more information on page as a guide.
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employment standards
general information: contact the Ministry of Labour at 416-326-7000 or toll-free at 1-800-531-5551 visit the Ministry of Labour Web site at www.gov.on.ca/lab to view fact sheets on minimum wage, public holidays, hours of work, vacation overtime, and more
WSIB
contact the WSIB at 416-344-1013 or toll-free at 1-800-387-8638 visit the WSIB Web page at www.wsib.on.ca
health and safety regulations

contact the Ministry of Labour at 416-326-7000 or toll-free at 1-800-5315551 contact the Industrial Accident Prevention Association at www.iapa.on.ca workers in non-unionized places can contact the Occupational Health Clinics for Ontario Workers Inc. for information at www.ohcow.on.ca or call: Toronto 416-449-0009 Hamilton 1-800-263-2129 Sudbury 1-800-461-7120 Windsor 1-800-565-3185
WHMIS
call and ask for information on WHMIS and request a copy of WHMIS symbols from Occupational Health and Safety at 416-314-5421 or print a copy from www.gov.on.ca/lab/ohs/ohse.html
getting help
look up community legal clinics in the Yellow Pages visit settlement agencies in your community to seek out help search www.settlement.org or look in your telephone book under community services contact CLEO at 416-408-4420 for information on legal clinics in your area
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TRAINING AND EXPERIENCE

In this unit you will learn about assessing previous training, experience, and foreign credentials Canadian experience You will also practise describing your previous training and experience
Real stories
Lynns story
When Lynn enrolled in the Materials Management Program at Conestoga College, she was a mature student with two young daughters. In the beginning she was concerned about her age, feeling she shouldnt have made the decision to go back to school so late in life, and unsure if she could compete with her younger classmates. With children to support, it was a stressful time for her financially too. She had to make sacrifices in her lifestyle and in the amount of time she could spend with her children. When she finished the course, her daughter said she was glad because now she would see more of her mother than just her back at the computer. For Lynn, the sacrifices paid off. In addition to new professional knowledge, the course also helped her prepare for employment and taught her valuable research skills which she used to prepare for interviews and which helped her to find work. She also found that employers considered her previous work experience to be an asset. Today, Lynn works as a Materials Consultant for General Motors Die Division, handling millions of dollars worth of inventory. She describes her main responsibility as ensuring that when someone in an associate factory in another country reaches for a part, the part is there. Her work requires self-discipline, and the ability to think for yourself and to stand behind your decisions. Its exactly the kind of job Lynn dreamed of when she went back to school.
Adapted from profile in careers.ocas.on.ca
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. financially valuable associate discipline sacrifice ensure
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Match each word to its definition by writing the corresponding letter in the blank space. 1. __ to make a sacrifice 2. __ to ensure 3. __ self-discipline 4. __ mature student 5. __ to find that something is true 6. __ to enrol a) ability to control your own behaviour or actions b) to discover c) someone who goes back to school after the usual age d) register e) give up something you like or that makes your life easier f) to guarantee
1. Lynn says her sacrifices paid off. Does this mean she made money? 2. If you stand behind a decision or a colleague, do you follow them or support them? 3. Why was Lynn concerned about her age? Would you have similar concerns? 4. What sacrifices did she have to make? 5. What helped her to succeed in finding work? 6. Which skills does Lynn consider most important in her job? 7. Do you think Lynns sacrifices paid off? Why or why not?
Recognition of foreign-trained workers

Assessment and translation As a foreign-trained worker, one of the first things you will need to do when you begin your job search is to have your training and experience assessed here in Ontario. Assessment means your diplomas, certificates and employment letters will be compared to training and experience here in Canada. To do this you will need your documents translated, for a fee, by a private translator or settlement agency. These translations will also have to be notarized, which means an official must sign the translated documents and copies to certify they are true and correct. Academic credentials assessment is an important process in Ontario, since more than half of all immigrants to Canada choose to live in Ontario, and 66% of them have some postsecondary education or trades training. Because of this, the provincial government recently signed an agreement with World Education Services to provide academic credentials assessment in Ontario. The service will also help job seekers understand the gaps in their skills and knowledge which need to be filled.
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Trade certification To be employed in certain skilled trades, workers must have a Certificate of Qualification. This certificate says they have passed a provincial exam which assesses their knowledge of their trade. While not a requirement, certification, or licensing, is available in some logistics occupations. To write the exam, applicants must prove they have experience in the trade. Training consultants at Ministry of Training, Colleges and Universities apprenticeship offices help applicants gather the appropriate documents and evaluate these documents to determine if an applicant is eligible to write the exam. Many employers also want to see a Certificate of Apprenticeship as proof that a worker meets the standards of competency set by the industry. For some professions, especially those that use apprenticeship programs, experience can be more important to employers than academic qualifications. Always check requirements before spending money on translations. Prior learning assessment If you have training and experience but dont have a diploma, you may want or be required to get one here in Canada. Before entering an educational program in Ontario, you can have a prior learning assessment. This is a way to review and evaluate your learning achievements so you can be placed in an educational program in Ontario. A prior learning assessment evaluates your learning and experience, abilities, skills and understanding acquired through work and life experience.
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. academic competency achievements credentials certificate prior recognize diploma eligible
Activity 5: Understanding the requirements

Work with a partner to answer the following questions. 1. Why is the Ontario government concerned about academic credentials assessment? 2. What is the process for having your academic credentials assessed? 3. Do you have a Certificate of Qualification or Apprenticeship for your trade from another country? 4. Is certification required for all logistics occupations in Ontario? 5. Why would a new worker want a prior learning assessment? 6. Is the prior learning assessment based on a workers academic background?
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Activity 6: Certification and licensing

Search through fact sheets or the Internet to answer the following questions about certification and licensing programs. Your instructor may assign a particular occupation to research, or you may choose the one you are most interested in. 1. What are the admission requirements? Are there any exemptions? 2. How is the course offered, e.g. in a classroom, on-line, etc.? 3. Where is it offered? 4. How much does it cost? 5. What topics are covered by the course? 6. How long does it take to complete the course? 7. What designation do you receive at the end of the course? 8. What are the benefits of certification or licensing?
Canadian experience
Canadian experience can be a real barrier for newcomers to Canada. One of the main reasons employers want Canadian experience is because it means new workers will be familiar with and adapt to the workplace easily and quickly. You must be able to show that you have knowledge of the Canadian labour market, work ethic and common workplace practices. There are many ways to get this knowledge and some exposure to the Canadian workplace. Some examples are: Become a volunteer Being a volunteer provides you with the opportunity to work in a Canadian setting, and to show your commitment to the community. It also gives you a Canadian reference. To find out about volunteer jobs, call a community agency that does work in your area such as the volunteer association in your city. Ask for the volunteer coordinator to get information about volunteering. You can also check on the Internet. The Volunteer Centre in your city may have its own posting on the Web. Research the Ontario workplace Talk to a few people who have successfully adapted to the Canadian workplace. Compare the Canadian workplace with the workplace that you used to work in and find the differences. If possible, do volunteer work in your field. The HRDC Web site has information on the Ontario job market. Join a temporary placement agency Temporary placement agencies place workers in short term assignments for companies who require short term help. Unless you really like change and can afford to be without work for periods of time, this is a difficult way to make a living. However, this may be a good way to get Canadian experience. Just make sure you still have time to look for a permanent job. Many placement agencies have separate postings for jobs in technical or professional trades occupations. This is where you should start your search. Get help for your job search When you are ready to start your job search, join a job search program, a job-finding club or an assisted job search program. These will give you all the support and practice that you need. You can find information about these programs at any HRDC Employment Resource Centre.
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. volunteer temporary postings work ethic permanent commitment
Activity 8: Discussing volunteer positions

Volunteers Wanted Volunteers Wanted
Help build a playground The City of Waterloo is looking for volunteers to help build a community-designed playground with equipment for children of all abilities. It will also display artwork and other features requested by local children. The building committee needs volunteers to help with the logistics of the program: recruiting volunteers, fundraising, gathering tools, keeping a database, finding skilled and unskilled construction workers. This position entails a commitment of several hours per week for a minimum of two months. For more information, contact George at gsmith@abc.ca.
Second Harvest needs help Second Harvest, a perishable food recovery program, is looking for volunteers to help with pick-up and delivery of fresh food throughout the GTA. The position would involve either accompanying a driver or driving a Second Harvest truck and loading and unloading perishable food. Some heavy lifting is required. This is an opportunity for people with time available on a weekly basis between Monday and Friday. You would be needed to help at least once a week starting at 8:30 for a minimum of 4 hours. Please contact Ruby at 416-1234567 or email her at ruby@abc.ca.
1. Which logistics-specific skills are needed for these positions? 2. Which of the Employability Skills you researched in Unit 2 would be used in these positions?
Activity 9: Interview practice

1. 2. The volunteer positions in Activity 8 could add to your Canadian experience. How would you describe these experiences to an employer? With a partner, practise describing these experiences the way you would in a job interview. Make sure you mention the skills you identified in Questions 1 and 2 of Activity 8.
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Activity 10: Placement agencies

Look in the Yellow Pages or on the Internet and find two placement agencies that operate in your area. Call or visit them for brochures, or search their Web sites, then answer the following questions: 1. Do they have special postings for licensed workers or management? 2. Do they require workers to show certificates or other documents? 3. Do they report salary levels or wages paid to workers? 4. Are there any logistics jobs posted? 5. Are there any jobs posted that you are qualified to fill, even if they are not specific to your occupation?
Real stories
Juans story
Juan worked as a general labourer for a pre-cast concrete company for a year and a half. During that time, he was the sole support for his family. Twenty-five other men, all immigrants, worked with Juan at the company. The employer often required Juan and other key workers to work overtime, but these hours were never paid at the overtime rate. For example, in a week when Juan worked five overtime hours, he was paid for three and a half hours at the regular rate in addition to his regular pay. Juan asked his employer for overtime pay several times, but the employer said he couldnt pay that rate. Juan didnt complain because he was convinced he would lose his job if he did. Juan finally complained to the Ministry of Labour after he left the company. Juans claim was settled several months later for forty percent of the total amount the company owed him. The men who still work for the company still dont get overtime pay.
Adapted from Bad Boss Stories, Employment Standards Work Group, August 1996

Work with a partner to answer the questions. 1. Why do you think Juan stayed in this job for so long? 2. How was the employer cheating him? 3. Why do you think the employer felt confident about behaving this way? 4. In your opinion, was there anything Juan could have done to change the situation and still keep his job? 5. Would you take a job like this, just for the Canadian experience?
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What are employers looking for?

Employers are looking for proof that you have excellent customer service skills, knowledge of the logistics sector, relevant training and/or experience, and computer skills. In your resume and interview, make sure to describe any work experience and courses that you have taken that have helped you to get the skills they want. When you apply for a job in Canada, employers want to know about your work experience. You have to talk about: where you worked how long you worked there your position (job title, occupation) your duties and responsibilities Here are two examples: In Russia, I worked for a clothing importer for five years. I started as a purchasing clerk. After three years, I was promoted to warehouse manager. I did inventory control and organized shipments. I worked for a courier company here in Ontario from April until November. I was a dispatcher. I worked in a large, computerized call centre directing couriers, tracking parcels and dealing with problems.
Activity 12: Write your experience statement

Practise it and use it to tell people about your training, experience and knowledge. The more people know about you, the more they are able to tell others! Word-of-mouth is one of the best ways to get a job.
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training and upgrading

58 Steps to
for a list of Ontario Colleges of Applied Arts and Technology visit the Ministry of Education and Training Web site: www.edu.gov.on.ca. visit the HRDC Interactive Training Inventory Service for Ontario at www.trainingiti.com use the links at www.settlement.org to find out about training, volunteering, job search and employment assessment in Ontario.
volunteering
visit Volunteer Canada at www.volunteer.ca visit Charity Village at www.charityvillage.com
language training/ESL/LINC
free ESL and word processing courses are available through the catalogues for boards of education and the bulletin boards at your local library. look at the Citizenship and Immigration Web site for information on the LINC program: www.cicnet.ingenia.com/english/newcomers
translation and certification of documents

visit a settlement agency in your city and request the help of a counsellor look in the Yellow Pages under translators
assessment and evaluation of academic credentials

visit Access to Professions and Trades at www.equalopportunity.on.ca visit the Canadian Information Centre for International Credentials (CICIC) at www.cicic.ca to find out about licensing requirements for foreign-trained professionals. visit the World Education Services at www.wes.org/ca
trade certification & licensing

Canadian Institute of Traffic and Transportation (CITT) at www.citt.ca for certification and education. Canadian Society of Customs Brokers at www.cscb.ca Canadian International Freight Forwarders Association (CIFFA) at ciffa.com
Employment
Terminology
Terminology for Technology and Equipment Terminology for Work Tasks Communication in the Workplace Health and Safety on the Job Personal Plan
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TERMINOLOGY FOR TECHNOLOGY AND EQUIPMENT

In this unit you will learn about machinery and equipment logistics software You will also practise describing your experience with software describing your experience with machinery
The right tools for the job

Logistics workers are involved in many aspects of the supply chain, from sales and customer service to inventory management, warehousing and transportation. The logistics occupations discussed in this workbook include both white-collar and blue-collar workers. In the logistics industry as a whole, about two-thirds of the workers are employed in whitecollar jobs. These include purchasing agents, transportation managers, customs brokers, and shipping and receiving clerks. The remaining one-third of logistics workers are employed in blue-collar jobs, including truck drivers, material handlers and other warehouse workers. However, no matter what level of the organization they occupy, logistics workers are expected to contribute in an important way to the goals of the company, usually through teamwork and by being empowered to make decisions on issues related to their area of expertise. In order to make those important contributions, and to do the job to the best of their ability, logistics workers in all occupations need the right tools to enable them to work efficiently and effectively. For white-collar workers those tools include computer software, communications equipment, and the right office environment. For blue-collar workers modern machinery, an ample and appropriate supply of tools, and a safe, efficient working environment are key requirements.
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. machinery empowered communications expertise white-collar blue-collar
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Activity 2: Vocabulary
Work with a partner to answer the following questions. 1. Why do you think workers are called white-collar and blue-collar? In which category is your occupation? 2. What does it mean for workers to be empowered? 3. What are the advantages and/or disadvantages of empowering workers in your particular occupation?
Logistics software
As we have already seen in units one and three, computer skills are an important requirement for many logistics sector jobs. Furthermore, information technology is one of the main drivers of change in the logistics industry. The increasing use of information technology means an increase in the importance of information management tasks. The result is that logistics workers at all levels and in all sectors of the industry have to think about and operate with information supply chains that interact with goods and service supply chains. More and more, these two chains are inseparable. Some of the computerized systems now in use include inventory control, ordering and scheduling, integrated tracking and telephone systems, on-line customs submissions to Canada Customs and Revenue Agency (CCRA), customer relations management, and sales and marketing databases. All these systems are aimed at improving both cost and quality of service, and because new systems are being introduced on a regular basis, the logistics community has a learning culture. Logistics workers take an average of thirteen days per year for training. A lot of this training is voluntary and most of it is strongly supported by employers. What this means for the logistics worker is a continuing and continuous need to expand and upgrade computer skills in order to stay competitive in a rapidly changing market.
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Activity 3: Software use

Below is a list of software applications used in logistics. Which ones are you familiar with? Circle the ones that you have heard about before. Put a star beside the ones that you can use. ACCPAC MS Outlook Load Link CADEX MS Excel eTracker MS Word CoPilot Lotus 123 PC Miler Lotus WordPro FileMakerPro ProcureIT Netscape MS Power Point IntelliFLEET Quicken FASTPIC4 QuarkXpress ACROSS MS Internet Explorer MS Access Goldmine Front Office MS Front Page DrDispatch WordPerfect IntelliTrack
Activity 4: Sort the different types of software

Put the software listed in Activity 3 into the correct category below. Database Word processing Spreadsheet Communications Routing and navigation Tracking Accounting or payroll Internet-based data exchange Integrated business management
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Activity 5: Researching software

Find at least five newspaper or Internet job ads for logistics workers and make a list of the computer skills required in each ad. Then compare your list with the software applications listed in this unit and with the lists of others in your group. This will give you a list of software currently used in the industry.
Now put a check mark beside all the applications you are unfamiliar with. Using the Internet or brochures supplied by your teacher, find out what each of the applications is used for. When you have finished, add these applications to the chart in Activity 4.
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Activity 6: Describing software use

Work with a partner. Choose six of the software packages from Activities 3 and 5. Write the names in random order at the top of a piece of paper. Now write a sentence for each one that explains which category in Activity 4 that software package belongs to and what it does. But leave a blank space for the name of the package! The example below will help you. When you are finished, exchange exercises with another pair and see if you can complete each others sentences. Example: ______________ is a word processing package that is used for writing memos, letters and reports. (MS Word)
Equipment and machinery

Advances in technology are having an impact on all levels and occupations in the logistics sector. Shippers and receivers, purchasing and inventory clerks, and transportation managers are using increasingly sophisticated machinery, with computerized functions and complex engineering, for stock picking, inventory management, and material handling and tracking. Wireless mobile communications equipment is becoming more and more common for sending information from the warehouse across the supply chain, for managing purchasing and inventory in real time, and for linking drivers with the warehouse as well as the dispatcher. Experience with the latest equipment and regular training to upgrade skills and knowledge are as important in these occupations as they are for office-based workers.
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. hoist stockpicker gantry scissors pallet leveller carousel horizontal wrapper scanner wireless touchscreen
Activity 8: Warehouse machinery and equipment

Can you identify these items?
Source: www.raymondcorp.com
Compare your answers with other people in the class. How many items could you name?
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The names of the tools and equipment are listed below. Can you match them to the pictures? Write the number of the picture next to the appropriate name. __ __ swing reach truck counterbalance lift truck (orderpicker) __ end rider pallet truck (walkie) __ gantry crane
Work with a partner to explain what each of the items is used for.
Activity 9: Complete the sentences

Use the names of the tools and machinery to complete the sentences below. dock lift pallet puller stockpicker truck horizontal carousel
1. A _____________________________ is attached to one side of a wooden pallet in order to drag it for short distances. 2. You can use a ____________________________ to access inventory shelves when you only need lightweight items. It looks like a small, wheeled ladder with shelves attached to it. 3. If you need to match the height of your loading dock with various truckbed heights you would use a ________________________________. 4. A ________________________________ is used to store large quantities of parts or smaller items. It provides easy access and takes up a minimum of storage space.
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Activity 10: Communication tools

Match the name of the equipment to its description. 1. ___ hand scanner 2. ___ in-vehicle computer 3. ___ wireless computer 4. ___ touchscreen tablet a) This allows mobile and offsite workers to transmit and receive instant information about job allocations, inventory, dispatch, and delivery status from any location across the supply chain. b) This offers warehouse workers hands-free scanning of bar-codes for recording or locating inventory items that are monitored by a central computer. c) This can be placed in the warehouse or in the loading yard to allow mobile workers to make rapid decisions about receiving, inventory levels, picking, shipping, and tracking. It is operated with a pen. d) Drivers use this tool for two-way, real-time communication on job allocations, inventory, dispatch, and delivery status.
Activity 11: Finding equipment

Look on the Internet or in the Yellow Pages for logistics equipment suppliers and find out what the tools in the box below are used for. hand pallet truck hand-held mobile computer scissors lift truck leveller hands-free headset hand truck dolly chain hoist stretch wrapper
Now work with a partner and create a few sentences like the ones in Activities 9 and 10, using the names of the tools and equipment listed in the boxes above. In addition, write one sentence for a machine or piece of equipment that has not been mentioned in this unit and add its name to the box above. When you have finished, exchange exercises with another pair and see if you can complete each others sentences.
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Activity 12: Describing experience

Mix and match the information in the chart to make sentences that describe your experience with computer software. Use these sentences to compare your experience with others in the class. I am familiar with I have I know how to use I am expert at using I have a lot of experience with For example: I have never used MS Outlook. I am expert at using swing reach trucks. frequently never seldom used name of software or equipment
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logistics software

70 Steps to
use a search engine to search for the name of a particular software and visit the manufacturers Web site for information look at newspaper ads and ads on Internet job sites for logistics-sector job requirements keep up to date with developments by reading journals or newsletters published by logistics associations subscribe to a magazine devoted to the logistics industry or your sector of it in particular visit www.logisticsonline.com for news on logistics developments visit the virtual library at www.logisticsworld.com for a directory of logistics resources on-line, including news and links to software sources
machinery and equipment

visit Warehousing Management Magazine: www.warehousemag.com and do a search on companies and products use a search engine to search for the name of a particular machine or piece of equipment and visit the manufacturers Web site for information use a search engine to search for logistics equipment and follow the links for information look in a business directory or the Yellow Pages for the names of logistics equipment suppliers
terminology
the Commercial Carrier Journal has glossaries for logistics in general and particular logistics sectors at www.ccjmagazine.com logistics glossaries at businessmajors.about.com/education/businessmajors/cs/logistics visit the virtual library at www.logisticsworld.com for glossaries, and use LogQuest for answers to logistics questions
Employment
TERMINOLOGY FOR WORK TASKS

In this unit you will learn about daily operations work tasks and processes You will also practise describing tasks and processes classifying skills
Real stories...
The e-chain
The Internet has had a major effect on logistics and its influence is likely to increase in the future. Supply chain management is now largely a matter of electronic business-to-consumer (B2C) and business-to-business (B2B) commerce. This has increased pressure on companies to deliver their product in real time, and really quickly. In other words, easy access to information means an increase in customer expectations. One of the things customers expect is to know precisely and at all times where their goods are, which is possible through real time tracking systems that customers can access on-line. They also have increased delivery time expectations; a customer is not as willing to wait two weeks for something it took five minutes to order on-line. E-commerce helps companies to meet these expectations and at the same time to become more customer-driven. Using the Internet reduces data input, eliminates paper work, faxes and phone calls, and improves customer service and the speed and accuracy of delivery. This is particularly true for global supply chain management. Imagine that a key part, which is needed for a shipment going out the next day, breaks in production and there are no more in the plant. Traditionally, in that situation, a plant worker would complete a purchasing requisition form, a supervisor would approve it, and a purchasing clerk would complete and place the order. When it arrived, a receiver would accept and record it, and a stock clerk would put it in inventory. There is no way the delivery commitment could be met under this sort of paper-driven method. Using Internet technology and customized software packages, supply chain management is now an integrated management system that covers the whole delivery process from supplier to customer. For a global company, that means that employees in offices around the world have instant access to current stocks and on-line purchasing. This is what is called global sourcing and, together with global distribution and outsourcing, it is changing the face of logistics.
Adapted from Logistic Solutions 2001 Supplement to The Globe and Mail, February 2001
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. influence expectations customer-driven eliminate customized integrated

Match each word to its definition by writing the corresponding letter in the blank space. 1. __ real time 2. __ customer-driven 3. __ global sourcing 4. __ integrated 5. __ eliminate 6. __ customized 7. __ outsourcing 8. __ goods a) purchasing parts from any location in the companys supply chain b) freight or merchandise c) remove or get rid of d) made according to individual requirements e) contracting work to another company or individual f) focused on the needs of customers g) united or joined together h) immediate response; data available seconds after it is entered in a computer
Activity 3: Comprehension
Discuss these questions with a partner: 1. What has been the main effect of the Internet on logistics companies? 2. What is B2B commerce? 3. How many steps are involved in paper-driven purchasing? 4. What are the advantages for a company in going on-line? 5. Did the company you worked for in another country use Internet commerce or paperdriven methods?
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Activity 4: Warehouse management

The tasks below broadly describe the process of purchasing goods and managing inventory. Put the tasks into the most logical order, from the first step in the process to the last step, by numbering the blanks. When you have finished, compare your answers with a partner. a. ____ calculate customer bill including taxes and delivery costs b. ____ check safety codes and regulations for shipping particular goods c. ____ contact supplier to place order or obtain product information d. ____ fill out estimate for contract e. ____ verify contents of cartons to ensure they are properly labelled f. ____ negotiate price with supplier g. ____ enter item in list of goods on backorder h. ____ reprioritize schedule if expected delivery is late i. j. l. ____ calculate cost of shipping by various carriers ____ write or phone customer to clarify delivery details and confirm price quotes ____ enter goods received and/or shipped in daily log
k. ____ decide whether to give customer discount m. ____ check computer database to find quantities of a particular item in stock n. ____ discuss estimate, product information and purchasing process with co-workers o. ____ clarify specifications with customer p. ____ decide the order in which trucks load and unload at available docks q. ____ decide whether to substitute more expensive product if cheaper one is unavailable r. ____ make alternative shipping arrangements to ensure delayed product arrives on time
Which of these tasks would be performed by purchasing and inventory clerks? by shippers and receivers? Purchasing and Inventory Clerks Shippers and Receivers
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The logistics information pipeline

To be successful, logistics companies must provide prompt pickup, excellent customer service, and fast, accurate, damage-free delivery. Information technology helps to shorten cycle times and speed shipments through every phase of the logistics process. For this reason, information has become as important to the supply chain as cargo. When a driver accepts a shipment, he checks it against a paper bill of lading which contains a bar code printed by the shippers. Using a hand-held computer in his truck cab, the driver scans the bill into the computer, which then transmits the information over a radio network to a central computer at the hub, the centre of operations. These radio transmissions keep the database at the hub constantly updated. With this information, the transport manager knows at all times which goods have been picked up and delivered, and where, and whether extra people or vehicles will be needed to handle the flow. Access to the central database also enables drivers to inform customers of the status of their goods, and allows them to instantly transmit rescheduling requests to the dispatcher. In the warehouse, dock management systems deliver information to every member of the warehouse team through bar code scanning and radio frequency terminals. Inbound packages are scanned and the information is used to update the package status in the central database so that transport managers in the office know where packages are at all times. Supervisors on the loading docks can access radio frequency terminals to open, close and reassign docks for incoming shipments, and can check every package loaded against its destination, eliminating misloading. Advance notice of incoming cargo from shippers allows them to anticipate unloading and storage needs. If two loads are headed for the same terminal, consolidation may be possible, which means less handling and therefore less chance of damage. The same system provides dispatchers with constant updates on loading status, so they can anticipate exactly when a shipment will be ready to leave, eliminating costly waiting time for drivers. Yard management systems use information from dock management systems to control the movement of drivers and vehicles, optimizing the delivery of the right equipment to the right location at the right time. The system analyzes all available information from bar codes and remote access terminals to prioritize tasks and allow supervisors and transport managers to make decisions about equipment needed for unloading and maintenance, and which truck or trailer should proceed to which dock. Real time communication links drivers, dispatchers, warehouse workers and supervisors, and keeps vehicles, personnel and materials moving quickly and efficiently.
Adapted from The Logistics Pipeline at www.symbol.com
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. optimize incoming prioritize personnel frequency vehicle
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Activity 6: Comprehension and discussion

Fill in the blanks in the sentences below using the following words and terms. Then answer the questions by referring to the reading or your own experience. packing list optimize incoming prompt anticipate prioritize link cycle time
1. To ________________________________ the arrival of a shipment means to know in advance when it is coming. Why is this an advantage for the warehouse team? 2. If a delivery is ___________________________ it is quick and on time. Why is this important for a customer-driven business? 3. Each step in the logistics process is a _____________________ in the chain which connects suppliers and customers. How has information technology affected these connections? 4. A _________________ is a list of the items in a shipment. Which logistics occupation(s) would be concerned with the accuracy of this list? 5. _________________ shipments refers to goods arriving at a terminal or destination. Another word for this is inbound. What are the terms used to describe goods leaving a terminal? 6. One of the main responsibilities of many logistics workers is to _________________ tasks, putting them in order of importance. Which logistics information management system(s) helps with this responsibility? 7. ________________ refers to the amount of time it takes from ordering the package until it is received by the customer. What is the relation between this and customer service? 8. Information technology allows logistics workers to ____________________ processes, making the most effective use of personnel and equipment. Can you give an example from your own experience?
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Activity 7: Dispatching
The tasks below broadly describe the job of a dispatcher. Put the tasks into the most logical order, from the first step in the process to the last, by numbering the blanks. a. ____ plan routes b. ____ adjust schedule to accommodate special needs or a high priority shipment c. ____ accept new requests for pick-ups and deliveries over the phone or on-line d. ____ consolidate freight orders into truckloads for specific destinations e. ____ read email messages for scheduling details f. ____ assign drivers and trucks to loads and destinations g. ____ monitor driver progress and location on-line h. ____ relay destinations to drivers over two-way radio i. j. l. ____ take notes for incident report or daily log ____ find replacements for scheduled drivers who cancel at the last minute ____ draw up delivery and pick-up schedules
k. ____ consult directories or databases to verify addresses and routes m. ____ reassign work and organize reloading if a vehicle breaks down Which of these tasks might involve liaising with a transportation manager or with warehouse staff? Transportation Manager Warehouse Staff
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Activity 8: Incoterms and acronyms

Work with a partner to answer the questions. Use brochures and pamphlets provided by your teacher, or visit some of the Internet sites on the For more information onpage. 1. What are Incoterms and how many are there? Which logistics occupation(s) would need to know these terms? 2. Match the first half of the sentence on the left with the second half on the right by writing the appropriate letter in the blank space. ___ 1. EXW means the seller makes the goods available to the buyer at the sellers premises 2. FAS Toronto means 3. CFR is a price that covers cost and freight to a named port, but not insurance, while CIF 4. CPT is carriage paid to a destination, with risk of loss or damage carried by the buyer, whereas 5. DAF means 6. DES means delivered ex ship, where the seller makes the goods available to the buyer on board the ship, while DEQ 7. FOB Toronto means 8. DDP is delivered duty paid, where the seller pays all customs taxes and charges a) free on board, Toronto, which means the sellers price includes the cost of loading the goods onto the ship. b) CIP is carriage and insurance paid, where the seller is responsible for insurance. c) means delivered ex quay (duty paid), on the wharf or pier, and the seller pays import duties. d) in other words, Ex-works means the buyer is responsible for all the costs and risks involved in transporting the goods. e) means the seller also arranges marine insurance. f) DDU delivered duty unpaid means the buyer is responsible for import charges.
___ ___
___
___ ___
g) delivered at frontier, before customs clearance. h) free alongside ship, Toronto. The price includes only transport to the port, not loading, shipping and insurance.
___ ___
3. Which of these Incoterms are used for transport by ship? _______________________
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Activity 9: Acronyms
The logistics profession uses many acronyms which apply to logistics processes in general. Some of the most common acronyms are listed below. What does each acronym stand for? Give as much detail as possible about each one. JIT:
VMI:
ECR:
Activity 10: Classifying skills

Aside from the job-specific skills taught in special programs or courses, the tasks listed below require skills that are equally important for logistics workers. Classify the tasks according to the skill(s) needed to perform them. N numeracy skills W writing skills R reading comprehension C communication skills P physical skills T thinking skills
__ __ __ __ __ __ __ __ __ __
1. 2. 3. 4. 5. 6. 7. 8. 9.
Represent clients in dealings with government officials. Determine job priority, taking into consideration factors like weather, safety, and urgency. Prepare memos or email messages to inform co-workers of processes completed, problems encountered, or changes to requirements. Interact with customers to clarify procedures and answer questions. Evaluate freight costs and inventory costs associated with transit times. Lifting boxes, packages and cartons. Prepare import/export documents and sign them on behalf of clients. Schedule when and how much inventory should be available based on past amounts used and projected demand. Climb ladders to store or inspect stock on top shelves.
10. Refer to Material Safety Data Sheets to learn whether incoming goods are hazardous and how they should be handled.
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__ __ __ __ __ __ __ __ __ __ __ __ __ __ __
11. Discuss procedures or coordinate tasks with co-workers. 12. Troubleshoot problems by consulting manuals, seeking help, or relying on experience and common sense. 13. Spatial perception for visualizing space in which goods will be unloaded. 14. Discuss problems, work progress and how to complete jobs with supervisors. 15. Calculate how many trucks are needed given weight and dimension. 16. Get information from directories, maps and manuals regarding routing, scheduling and regulations. 17. Keep daily logs of what is received and sent out, including reference numbers, type of product and billing instructions. 18. Devise practical solutions for routine problems. 19. Keep up-to-date on trade and customs procedures, laws and regulations. 20. Have excellent hearing for communicating on two-way radio systems. 21. Prepare incident reports and maintain records. 22. Evaluate and handle many details at once in a timely, efficient manner. 23. Get information from trade magazines and technical manuals. 24. Quote duty and tax rates on goods and arrange for payment. 25. Remember schedules, code numbers and measurements.
Source: Essential Skills Profiles, Human Resources Development Canada, 2000
Activity 11: Matching skills and occupations

Work with a partner and match the logistics occupations listed below to the skills listed in Activity 10. Some skills may fit more than one occupation. Customs broker: Dispatcher: __________________________________________________________
_____________________________________________________________ _____________________________________________
Purchasing and inventory clerks: Shippers and receivers: Transportation managers:
____________________________________________________ ___________________________________________________
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Activity 12: Describing jobs

Match the occupations in the left column to the verbs in the right column by writing the corresponding letter(s) in the blank space. Think about all the tasks covered in this unit and in Unit 6 to help you decide. Make as many matches as possible for each verb. Example: Dispatchers liaise with (warehouse workers). a) plan b) schedule c) calculate d) consult e) liaise with f) assign g) prepare h) monitor i) negotiate j) adjust k) enter l) prioritize m) evaluate n) scan o) contact p) quote q) verify r) relay s) check t) use
1. _________________________________ 2. _________________________________ 3. _________________________________ 4. _________________________________ 5. _________________________________
customs brokers purchasing and inventory clerks dispatchers transportation managers shippers and receivers
Use the names of the machines and equipment in Unit 6, the sets of titles and verbs above, and all the information you have learned so far to make ten sentences describing everyday tasks for different logistics occupations. Example: A dispatcher uses a headset to liaise with drivers.
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Explain your daily work routine in another country to a partner, using as many as possible of the tasks and equipment listed in this unit and the previous unit. Use the space below to help you organize your thoughts before you begin.
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technology

82 Steps to
keep up-to-date with developments by reading journals or newsletters published by logistics associations subscribe to a magazine devoted to the logistics industry or your sector of it in particular visit www.logisticsonline.com for news on logistics developments visit the virtual library at www.logisticsworld.com for a directory of logistics resources on-line, including news and links to software sources
job tasks
visit Canada Career Consortium at www.careerccc.org visit the HRDC Web site to see what essential skills employers are looking for at www15.hrdc-drhc.gc.ca read Ontario Job Futures at www.hrdc-drhc.gc.ca/jobfutures visit your local library and search for occupational profiles for logistics workers. You can look for the National Occupational Classification published by HRDC, or the Career Monographs published by University of Toronto Press
terminology
the Commercial Carrier Journal has glossaries for logistics in general and particular logistics sectors at www.ccjmagazine.com logistics glossaries at businessmajors.about.com/education/businessmajors/cs/logistics visit www.loggie.com and search the site for anything to do with logistics visit the virtual library at www.logisticsworld.com for glossaries, and use LogQuest for answers to logistics questions visit the International Chamber of Commerce at www.iccwbo.org to find out about Incoterms or visit www.Itdmgmt.com
Employment
COMMUNICATION IN THE WORKPLACE

In this unit you will learn about communicating with colleagues workplace culture communicating with customers
Workplace culture
Employees in Ontario are used to workplace cultures that: value teamwork provide feedback and evaluation in order to improve performance treat people with respect in the workplace. For logistics workers, the workplace will vary depending on the profession, and even from job to job. Customs brokers and dispatchers typically work in an office environment, but the size and quality of the office may vary considerably. Transportation managers may work in a variety of locations in the course of a single day, moving from office to dispatch centre to loading dock. Purchasing and inventory clerks may also move from office to warehouse on a regular basis, while shipping and receiving clerks typically spend most of their time in the warehouse or on the loading dock. Working effectively in any of these environments means having a range of skills to draw on that may not have been part of your training. For many logistics professions, these include strong customer service skills for communicating with customers, providing information and giving explanations. When you are the only representative of the company the customer meets, the reputation of the company will rest on how courteous and professional that representation is. Some logistics professionals, like customs brokers and transportation managers, do most of their work alone, with a great deal of autonomy and very little direct supervision. However, being a good team player is important for logistics workers in all occupations and at all levels. Teamwork is involved in sharing information, coordinating tasks or analyzing problems with co-workers. It is also reflected in interaction with supervisors, for instance in mentioning someones help in solving a problem, or offering to stand in for someone who is ill or take on a job from someone who is overloaded. In addition, teamwork means the ability to ask for help with unforeseen difficulties on a job. For managers and supervisors, teamwork is about the right way to give guidance and advice, and how to work with staff in handling problems and concerns.
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. autonomy analyzing supervision representative coordination environment
Match the words to their definitions. 1. 2. 3. 4. 5. 6. 7. 8. 9. __ teamwork __ courteous __ performance appraisal __ to stand in for __ workplace culture __ high turnover __ autonomy __ unforeseen __ overloaded a) not predicted or planned for b) many changes in staff; people come and go a lot c) someone who has too much work d) working together to serve customers, solve problems in the workplace and/or develop products e) freedom or independence f) to take someones place g) a formal way for the employer to tell employees what they are doing well and what needs to be improved h) polite and considerate i) the way a company expects its employees to behave
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Activity 3: Working together

Giving and responding to advice is an important part of teamwork, and it is important to sound positive, rather than critical, when offering or replying to suggestions. Mark the phrases below as P (positive) or N (negative). Offering help or advice: 1. __ Is something the matter? 2. __ Could I make a suggestion? 3. __ Move over; Ill do it. 4. __ Have you considered? 5. __ Can I help? 6. __ Why dont you try? 7. __ You did something wrong, didnt you. 8. __ Maybe you could 9. __ Have you run into a problem? 10. __ Youd better 11. __ Is there anything I can do? 12. __ If youit might solve the problem. 13. __ You should Accepting/rejecting advice or help: 1. __ I dont need your help. 2. __ Great idea! Thanks. 3. __ I dont think thats a good idea. 4. __ Thanks, but its under control. 5. __ Interesting idea, but I think Ill try.first. 6. __ I never do it that way. 7. __ That would be great. Thanks a lot. 8. __ I never thought of that. Ill try it. 9. __ Thatll never work! 10. __ Its OK, thanks. Ill figure it out. 11. __ Im not sure that will work, but thanks anyway. 12. __ Ive never done it like that. Maybe Ill give it a shot. 13. __ Thats the dumbest thing I ever heard!
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Activity 4: Giving and receiving advice

Work with a partner and interview each other about a work-related problem. Use your past experience for examples of real problems you encountered on the job. With your partner, reconstruct the dialogue that took place in each incident, using as much language as possible from Activity 3. Try to include at least ten sentences in each dialogue. Refer to units six and seven for the correct names of equipment and tasks. Be prepared to perform the dialogue for the class. Use the space below to make notes.
Now write an account of your partners experience, making sure you report what was said. Example: His supervisor told him he should Her colleague suggested she try
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Communicating in the workplace

Logistics workers need a variety of communications skills in order to do their jobs effectively. They will be called on to convey information to supervisors, co-workers or staff, to suppliers, and to customers. They will have to take direction from supervisors or more experienced workers in regard to safety hazards, problems, work progress and how to complete jobs. They will also interact with co-workers or staff to discuss procedures, to ask or answer questions, to coordinate tasks, and to ensure jobs are done safely. Finally, they may participate in group discussions at staff meetings and training courses to discuss safety, goals, procedures, job time-frames and projects. In dealing with customers, logistics workers may have to explain procedures for a given task, what problems have arisen or may arise, how they propose to deal with those problems, and how long a given process is likely to take. They may also be called on to explain why they are doing things a particular way, to satisfy customer interest. At times, they may have to deal with angry or impatient clients who may complain to them because they are the only company representative available. In dealing with suppliers and third-party service providers, negotiation skills are especially important. Proper language use is essential in order to be tactful and friendly while at the same time staying firm and focused so you can get the best deal for your company or client.
Activity 5: Interacting with clients

For each customer/supplier comment or request, choose the best response. 1. How long will it take for my goods to clear customs? a. Why? Is it urgent? b. I cant say exactly, but they should be through by tomorrow afternoon. c. I dont know. Its a busy time of year so dont hold your breath. You told me my shipment would be here by ten oclock. Its four PM. Where is it? a. Im very sorry about this, Mr. Smith. Let me look into it and get right back to you. b. I know, its been like that all week. Our drivers dont seem to be able to read a map. c. Look, it was booked to go out this morning. Are you sure its not there? What are the advantages of sending my goods by truck instead of rail? a. Its cheaper, of course! b. Can you trust me on this? I dont have time to explain. c. Well, in this case there are several advantages. The first is This is the third time this month you havent had the parts I need! Its ridiculous! a. Well, its not my fault! b. I know; the service isnt very good, is it. c. Im very sorry about the inconvenience sir/maam. Well try to get it sorted out as quickly as possible.
2.
3.
4.
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5.
So, whats the procedure for getting this shipment through customs? a. We fill out some forms and stuff. b. Lets see. Basically, we start by c. Thats my job to know. Half my order is damaged! Whats going on over there? a. Im really sorry, maam/sir. The guys in shipping are useless. b. Look, it was fine when we put it on the truck. c. Im so sorry, sir/maam. Could you fax me a list of the damaged goods? Ill look after it straight away. Why are you routing the goods via Chicago? Wouldnt Detroit be faster? a. Youre right, it looks that way on the map, but in fact b. Whos the expert here, you or me? c. I dont know. They told me to do it that way. Whats this payment here? You never told me Id have to pay duty on that! a. Yes, I did. b. Im sorry, there must have been a misunderstanding. Let me explain c. Well, you dont get anything for free, you know. Theres no way we can give you a discount for an order of this size. Youll have to increase the order or pay full price. Your choice. a. Well if thats how you feel, Ill go somewhere else. b. Why are you making this so difficult? c. Right, I understand your position. However, what if?
6.
7.
8.
9.
Can you think of any other examples of customer comments/complaints from your own experience? Try to construct two more examples like the ones above. Use the space below.
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Activity 6: Giving explanations

Draw on your past experience to think of a situation where you had to explain what you were doing or what you had done, or why you were using a particular procedure. What was the situation? What did you say? Work with your partner to construct an explanation that is clear and concise. Practise by repeating it as fluently as possible to your partner. When you finish, let you partner choose a different task and work together to create a similar explanation. Use the space below to organize your thoughts.
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Additional skills
In addition to good communication skills, logistics workers have a recurring requirement to learn. This includes learning about new materials, procedures, and technology, as well as taking part in safety or training programs. There are four ways this learning may be acquired: as part of regular work activity; from co-workers; through training offered in the workplace; or through reading or other forms of self-study, including part-time courses. Generally, logistics workers are expected to be proactive in taking charge of their own learning. Necessary physical skills for warehouse workers include good eyesight, stamina, and good motor coordination in order to do the job quickly and accurately over a long period of time. A fairly high level of general physical fitness and no fear of heights are also required in most cases. These workers should be willing to work hard for long hours in an environment which can be hazardous and uncomfortable. Aside from the ability to understand new knowledge on a regular basis, many logistics occupations require strong organizational and time-management skills, and an interest in compiling and presenting information efficiently. Information-handling skills also include the ability to read and interpret work orders, enter and record transactions on a computer, and compile reports. Good mathematical and analytical skills, a good memory for details, creativity in problem-solving, and decision-making ability are also important qualities in many logistics jobs. In general, logistics workers need to be positive, flexible, personable, detail-oriented, alert, patient, customer-oriented and able to work under pressure. In many cases, this means staying calm and friendly when a client is tense and upset, and thinking on your feet in order to find a quick solution. Successful stress management is a key factor in many logistics sector jobs.
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stamina proactive personable customer-oriented positive flexible
1. A person who is ___________________ doesnt complain about the job too much. 2. Someone who is __________________________ believes the needs of the customer come first. 3. If a person is capable of working hard for a long period of time without getting over-tired or overly stressed, we say that person has ______________________. 4. A __________________ person is someone who can adapt easily to different conditions and sudden changes in plan. 5. Someone who gets along well with other people and is open and friendly is ________________________. 6. A __________________ person is someone who takes the initiative in making decisions and solving problems independently.
Use your own experience and the knowledge youve gained from this Workbook to answer the following questions: 1. Is workplace training offered by employers in other countries? 2. What is motor coordination and why is it important for logistics workers? 3. How would a logistics workers time-management skills affect customer service? 4. Who would a logistics worker need to present information to? Would this ever be in written form? 5. When we say a person needs to be flexible, we mean mental, not physical flexibility. How might this quality be useful for logistics workers? 6. Have you ever had to take responsibility for an incorrect or problematic decision you made on a job? If so, how did you handle the situation? Brainstorm some language you could use in such a situation.
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Activity 9: Skill sets

Using your discussion in Activity 8 to help you get started, make sentences explaining why the additional skills outlined in the reading are important for the different logistics professions. Examples: Quick reaction to emergencies is important for dispatchers because or A dispatcher needs to react quickly to emergencies because...
Leaving voice mail messages

In some logistics professions, communication by telephone is a regular part of the job. If the client is away from the office, it is important that the message you leave on voice mail is clear, accurate and concise. When you leave a voice mail message, make certain you relay all the following information: who you are why you called what action you intend to take, if any how and when you can best be reached when you phoned what information you want to leave what action you want the recipient to take your phone number
Take the time to craft your message so it sounds natural, relaxed and friendly. If you are unsure of yourself, test what you want to say on a tape recorder or by phoning your own voice mail. Practice will ensure that your recorded message is crisp and to-the-point. Keep the message length at less than a minute. You do not want the recipient to reach for the delete button because you sound like you are going to ramble forever!
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Match the words to their definition. Write the letters in the blanks. 1. __ crisp 2. __ to-the-point 3. __ recipient 4. __ delete button 5. __ ramble on a) saying only what is necessary and relevant b) a key on the telephone which erases a message c) talk for a long time and give a lot of unnecessary or irrelevant information d) person who receives the call e) short, precise and clear
Activity 11: Leaving a message on voice mail

Write down the message that you want to leave, practise it twice, then read it to the group and get their feedback. Use a real situation from your experience if you can. who you are: when you phoned: why you called: what information you want to leave: what action you intend to take, if any: what action you want the recipient to take: how and when you can best be reached: your phone number: Evaluation: 1. Was it crisp? 2. Was it to-the-point? 3. Did he or she ramble on?
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Activity 12: Talking with your hands

People who work around cranes and other lifting equipment need to know the language of hand signals that is used to give instructions to crane or lift operators. Knowing this language will help them to anticipate what the operator is going to do next, which contributes to a safer work environment. To answer the following questions, visit the Canadian Centre for Occupational Health and Safety Web site at www.ccohs.ca and look under OSH Answers: Safety Hazards: Materials Handling. 1. Who can give hand signals to an operator? 2. What is special about the STOP signal? 3. What four rules should be followed by the person in charge of signalling? 4. Practise three of the hand signals illustrated, then demonstrate them to your group. Can they guess what the signals mean?
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workplace skills
visit the HRDC Web site to see what essential skills employers are looking for at www15.hrdc-drhc.gc.ca have a look at www.worksearch.gc.ca to see what employers are looking for. Access is under How Do I Market Myself look at the requirements for logistics professionals at www.worklogic.com:81 visit the Vocational Information Centre for a description of logistics jobs, qualifications, salaries, and working conditions, at www.geocities.com/ResearchTriangle/Forum/7913/page38.html visit the Possibilities Project at www.possibilitiesproject.com to find out about jobs skills and jobs in demand visit your local library and search for occupational profiles for logistics workers. You can look for the National Occupational Classification published by HRDC, or the Career Monographs published by University of Toronto Press
communicating on the job

consult an ESL coursebook for Business English to learn more language for workplace communication search the Internet for Business English Web sites for examples and exercises in workplace communication
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HEALTH AND SAFETY ON THE JOB

In this unit you will learn about ergonomics safe materials handling accident prevention
Ergonomics
Ergonomics is a new science which relies on research from engineering, physiology and psychology. It then applies this information to the design of objects, systems and environments for human use. Many factors are taken into account in the design process, including physical size, strength, vision, sound, motion, vibration and workload. In other words, ergonomics is about making the workplace compatible with the workers. Here is an example of what can happen when these factors are not considered. Some years ago, researchers compared the positions of the controls on a woodworking machine with the size of the average worker. They found that the ideal person to operate the machine would have to be 4.5 feet tall, and have shoulders two feet across and arms eight feet long! As a result, the average operator had to stoop and move from side to side while he or she was working. As the example illustrates, ergonomics is not just an issue for office workers. Moreover, this sort of incompatibility between worker and workplace is more than inconvenient. Poor ergonomic conditions lead to discomfort and fatigue, and consequently to accidents or injury. Common injuries caused by long periods of repetitive or forceful movements and awkward body positions include musculoskeletal injuries (MSI) and repetitive strain injuries (RSI). These conditions are painful and can cause long term disability in the wrist, back, leg, shoulder and neck muscles and joints. Another common problem for office workers is sick building syndrome caused by poor indoor air quality (IAQ) due to inadequate ventilation.
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. fatigue awkward physiology symptom ergonomics incompatibility psychology syndrome musculoskeletal repetitive respiratory compatible
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Activity 2: The ergonomic office

Match names from the list to the appropriate items in the picture. When you are finished, compare with a partner. workstation task light arm rest ceiling light fixtures foot rest monitor window keyboard wrist rest document holder chair environment
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Match the part of the workstation (a - i) with the ergonomic requirements for preventing injury. a) window b) document holder c) environment 1. __ d) keyboard e) chair f) foot rest g) workstation h) computer monitor i) ceiling light fixtures
should be thin, detached and movable, and should be directly in front of you. The wrist rest should hold your wrists and elbows in a straight line. The mouse should be next to it and at the same level. should be adjustable, placed next to the screen and at the same height, and you should alternate its position from side to side of the monitor during the day to vary your head position. should have filters to evenly disperse light, and should be located to one side of your computer screen, not directly above it. should have an adjustable work surface height, and should be deep enough to support your arms and to allow you to position your monitor the correct distance away. should have a non-glare finish on walls and furniture, there should be a minimum of noize, and there should be adequate ventilation. should swivel, be on wheels or casters, have an adjustable seat and back rest, and allow you to tilt forward and backward. The height of the seat should be just below the knee-cap, and the arm rest should be at elbow height. should be at a right-angle to your computer screen. Sunlight is the best light, but it should not create glare on the screen. should have adjustable screen position and adjustable brightness and contrast, and should be at eye level about 45 cm (18 in.) from your face. should allow your feet to rest flat, and position your knees slightly lower than your hips.
2. __
3. __ 4. __
5. __ 6. __
7. __ 8. __ 9. __
Activity 4: Describe a workstation

Work with a partner to answer the following questions. 1. Is anything missing from the workstation in Activity 2 that is important to your job? 2. Is this workstation similar to one you had in a previous job? If not, describe your previous workstation to your partner.
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Activity 5: Working on your feet

Workers who stand on the job have different ergonomic requirements than those who sit most of the time. Of particular importance is the placement of equipment and the height of the work surface, which varies according to the task. Match the letter of the optimum height requirement to the description. a. 5-10 cm below elbow height b. 5 cm above elbow height c. 20-40 cm below elbow height ___ ___ ___ for precision work, such as writing or electronic assembly, where elbow support is needed for heavy work that requires downward force for light work, such as assembly-line or mechanical jobs
Activity 6: Ergonomics
Visit one of the Web sites listed on the For more information on page or use brochures or pamphlets supplied by your instructor to answer the following questions. 1. What is BRI? 2. Why should standing workers use a foot rest? 3. What is carpal tunnel syndrome? 4. What are the symptoms of computer vision syndrome? 5. What are some exercises that can be done in the workplace to relieve muscle tension and prevent injury?
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Real stories
Accidents happen
On December 28, 1990, the Canadian government passed the Workers Mourning Day Act. This Act established an official annual day to commemorate workers who are injured, killed or disabled on the job, or who suffer from occupational illnesses. The day chosen for this observance was April 28, the day the first Workers Compensation Act was passed in Ontario. This day is now commemorated in over seventy countries, including the U.S. The purpose of this day of remembrance is to renew public commitment to occupational safety and prevention of workplace illness and injury. Around the world, one person is killed on the job every 30 seconds. In Canada, one worker out of 16 suffers an injury in the workplace, which translates into one injury every nine seconds. More than 800,000 injuries are reported in Canada every year, of which more than 750 are fatal. For employers, this means 16 million days of work lost every year. Young and inexperienced workers are most affected, accounting for about 30% of all accident victims between 1993 and 1998. Operating and working near forklift trucks presents particular hazards for logistics workers. The following incidents illustrate some of the risks involved. Sadly, all these accident were preventable. A forklift operator was killed when he was crushed between the roll cage and a metal beam. He was reaching out of the truck when he accidentally pushed a control lever which moved the cage into the beam. A worker was run over by a forklift while crossing behind it. He apparently didnt hear the backup warning alarm. A warehouse supervisor was killed after falling 12 feet from the forks of an orderpicker. He had asked the operator to lift him up on the forks so he could get some product samples from a storage rack. An operator was seriously injured when his forklift was struck and overturned by a second forklift as it fell off a loading dock. The second truck had been improperly positioned near the edge of the dock to lift supplies to the roof.
Source:www.ccohs.com and www.state.nj.us
Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. fatal preventable accidentally overturned mourning inexperienced commemorate remembrance improperly
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Refer to the article and to your own knowledge and experience to answer the following questions. Work with a partner. 1. What is the aim of the National Day of Mourning? Do you think it is effective? 2. Why do young and inexperienced workers suffer the most injuries and accidents? What could be done to reduce these numbers? 3. Look at the examples of forklift truck accidents. What could have been done in each case to prevent the incident? 4. Does Canada have a high proportion of workplace accidents compared to other countries?
Activity 9: Safe materials handling

Knowing some basic rules and practices for safe lifting and moving of materials can help to prevent one of the most common workplace injuries for warehouse workers, chronic back pain. Read the following sentences and circle T for true statements and F for false statements. T T T T T T T T T F F F F F F F F F 1. You should warm up (stretch your muscles) before lifting. 2. Lift with your legs, not your back. 3. Always hold a load away from your body. 4. Safety shoes are not an important consideration when lifting and moving materials in a warehouse. 5. The palms of the hand are stronger than the fingers, so you should lift with your whole hand. 6. Dont climb on shelves to reach items. 7. When moving heavy loads, turn by rotating from the waist instead of moving your feet. 8. Limit the lifting range to the area between your wrists and your shoulders; no higher and no lower. 9. Pulling is easier on the back than pushing.
Adapted from Warehouse Workers Safety Guide www.ccohs.ca
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WHMIS
The Workplace Hazardous Materials Information System (WHMIS) is a Canada-wide law designed to make sure chemicals and other hazardous substances are handled safely. This law says that every hazardous substance in the workplace must be labelled with a symbol that alerts workers to potential danger. The Act also states that an information sheet, called the Materials Safety Data Sheet (MSDS), and special training, must be available in the workplace for workers dealing with hazardous materials. Telecommunications workers are not exposed to many toxic hazards, but some materials used are flammable and there may be unhealthy fumes and radiation in offices where they work.
Activity 10: WHMIS Symbols

Try to match the symbols with the hazards listed below.
a) flammable and combustible material

1. __ 2. __
b) compressed gas c) corrosive material d) biohazardous infectious material e) oxidizing material f) dangerously reactive material g) non-fatal poisonous and infectious material h) fatal poisonous and infectious material
3.
__
4.
__
5.
__
6.
__
7.
__
7.
__
Visit the Canadian Centre for Occupational Health and Safety (CCOHS) Web site to confirm your answers. Then, answer the questions below. 1. What is the danger from oxidizing material? 2. What conditions can cause reactive material to explode? 3. What is the danger of compressed gas? 4. Why is corrosive material dangerous?
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Work with a partner to answer the following questions. 1. Have you ever had an accident at work or seen one happen? What caused the accident? What did you do about it? How could it have been prevented? Describe the incident to a classmate. Have you ever suffered any of the effects of an unergonomic workplace, or know of anyone who has? What caused the problem? What was done about it? How could it have been prevented? Describe the incident to a classmate.
2.
Activity 12: Health and safety

Visit the Web sites listed under Health and Safety issues on the For more information on page to find the answers to the following questions. 1. What are the possible health effects of shift work, and what can the individual do to reduce these effects? 2. Name five injuries and illnesses that can afflict warehouse workers. 3. How do you become a certified member of a workplace Joint Health and Safety Committee? Are all workplaces required to have a JHSC? 4. What are the consequences to employers and to customers if safety precautions are not followed?
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Health
and
Safety on
the
Job
ergonomics
The Ergonomics Society: www.ergonomics.org.uk
International Ergonomics Association: www.iea.cc Office Ergonomics Safety Guide from the Canadian Centre for Occupational Health and Safety. Working on Your Feet from the Occupational Health Clinic for Ontario Workers.
health issues
Canadian Centre for Occupational Health and Safety: www.ccohs.ca has detailed information on health issues on-line, and also publishes pocket guides, including the Indoor Air Quality Health and Safety Guide. Ontario Ministry of Labour, Occupational Health and Safety Division: www.gov.on.ca/LAB/ohs/ohse.htm The Occupational Health Clinic for Ontario Workers: www.ohcow.on.ca has fact sheets on many workplace health issues, including the health effects of shift work. WSIB at www.wsib.on.ca
safety issues
the Industrial Accident Prevention Association at www.iapa.on.ca/link has on-line information and publishes Accident Prevention magazine Warehouse Workers Safety Guide from the Canadian Centre for Occupational Health and Safety visit www.safetyonline.com for news and resources related to occupational safety issues
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10
PERSONAL PLAN
In this unit you will assess your skills and knowledge learn the advantages of networking discover community resources to help newcomers You will also make a personal plan for the next steps to take
Where do you go from here?

What are the next steps that you need to take? Before you begin your job search it is important to assess and evaluate your skills, training and objectives. This will help you decide if you are ready for the workplace. Self-assessment A self-assessment allows you to evaluate: 1. your personal characteristics; 2. your training and experience; 3. your employability skills; 4. what you want in a job. Personal plan One way to make sure that you get where you want to go is to map out your journey by deciding on a few steps at a time. This is sometimes referred to as setting realistic goals or setting attainable goals. The questions on these next pages are based on the skills, knowledge and training that employers are looking for in telecommunications workers. The questions will help you think about your previous education, training, experience, skills, knowledge, interests, and help you make a plan of action.
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Listen to the instructor. Mark the syllable stress in these words, then practise saying each one. evaluate evaluations characteristics assess assessment employability realistic attainable objectives
Self-assessment
Read each question carefully and decide on your answer. Make a check in the box for either YES or NO. Where your answer is NO, fill in the chart with ideas on what steps you can take to change the answer to YES.
Activity 2: Inventory of your training and experience

Questions Education
Do you have a secondary school (high school) diploma? Do you have a community or technical college diploma or equivalent? Do you have a university degree?
Yes
No Next steps to take
Training
Have you completed a certification or licensing program? Is certification or registration required in Ontario for your occupation? Do you have any certificates related to the logistics field? If you were trained overseas, do you need to upgrade your certification? If so, have you collected information about certification in Canada? If not, do you know where to get this information?
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Questions
Do you think you need upgrading or extra training before you find work? Do you know where you can get training in your field? Do you know what English skills you need to work on? Do you need to find a special ESL class?
Yes
Knowledge
Do you have a good understanding of the logistics industry in general? Do you have a basic knowledge of the logistics industry in Ontario? Do you know about the logistics products and services available in Ontario? Do you know where to get more information about this industry in Ontario? Are you knowledgeable about labour laws? Are you knowledgeable about safety practices and preventive measures?
Experience
Have you worked in a variety of logistics jobs? Have you had a job in Ontario? Have you had a volunteer job in Ontario? Have you worked in a logistics-sector company in Ontario? Have you worked in a job that required customer service skills? Have you ever worked with the public in Ontario? Do you have experience with the logistics equipment described in this workbook?
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Activity 3: Your employability skills

Questions General skills
Can you prioritize tasks independently? Are you good at time management? Are accurate measurement and estimation easy for you? Do you have a good memory? Can you think on your feet (solve problems quickly and effectively)?
Yes
Physical skills
Is it easy for you to see differences in size, shape or form? Do you have good hearing? Are you comfortable with heights? Are you physically fit? Can you work efficiently in all weather conditions?
Technical skills
Are you familiar with the tools and equipment commonly used in your field in Ontario? Are you familiar with the processes used in your field in Ontario? Are you familiar with the latest computerized systems? Are you familiar with the codes and standards that apply to the logistics sector in Ontario? Do you have the necessary computer software skills? Are you qualified to operate any of the machinery used in logistics work?
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Questions Communication and language skills

Are you familiar with the English names of commonly-used machinery and equipment? Are you comfortable describing work tasks in English? Can you explain a problem clearly and concisely? Can you keep a log of activities or fill out report forms in English? Can you read and understand manuals and instruction pamphlets?
Yes
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Activity 4: Your personal characteristics

Questions Personal image
Do you like to make your own decisions? Are you self-disciplined? Are you interested in and willing to constantly learn about new technology? Do you have a professional manner? Do you work well independently and know how to set priorities? Are you comfortable in a variety of work environments? Do you work well under pressure?
Yes
No Strategies
Communication
Can you communicate clearly and effectively in English, both orally and in writing? Are you confident in your customer service skills? Do you enjoy doing a job where customer satisfaction is essential? Are you good at conveying information, e.g. giving explanations? Do you work well as a team member? Can you take advice from others?
Work ethic
Can you get the job done to tight deadlines with little supervision? Do you have good work attendance? Are you punctual? Do you have a positive attitude? Can you take responsibility for your own work? Are you prepared to spend personal time on professional development?
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Activity 5: A personal plan

Review all the negative answers in your self-assessment and try to think of how you may be able to achieve these skills. Are there courses that you can take? Are there people who can help you? Are there ideas that you need to reconsider? Do you need more information? Can you do some research? Write your ideas in the right-hand column under Next steps to take. Choose five of the NOs on your list that you feel you can work on right now. List them below. This is your short-term plan. 1.
2.
3.
4.
5.
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Training and upgrading

Logistics workers need to continually learn new skills and gain more knowledge through onthe-job training, coaching from supervisors and co-workers, workplace training courses, or independent learning. When you are not yet employed, most of your learning has to be independent learning. Training and upgrading is available from local boards of education, community colleges, private training institutes, and universities. There are full-time, part-time, and continuing education programs. You can also enrol in private training courses, but there is a fee for these. Industry knowledge Logistics workers need to stay up-to-date on industry developments and technology, which changes frequently. Reading the business section of the newspaper, checking on-line magazines and industry Web sites, and listening to TV and radio reports are good ways to keep up for free. For more detailed information, visit a public library or an employment resource centre where you will find all the resources that you need and someone to guide you in your search. Technical skills Logistics workers must have a variety of skills and need to upgrade those skills regularly to stay competitive. Technical colleges, community colleges, and logistics-sector associations offer hands-on training and courses that focus on the skills needed for todays logistics workplace. If you feel the need to enhance your computer skills, computer courses are available through the continuing education department of the boards of education, community centres, community colleges or private institutions. Communication skills If you feel that you need more practice with your communication skills in English, look for an English as a Second Language course or a business communications course. Workshops for newcomers There are many programs to help immigrants access the workplace in Ontario. Some of these are: job search workshops, orientation workshops, and job-finding clubs. Look around at bulletin boards and keep networking to find out about these opportunities.
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Plan
Activity 6: Research
To help you achieve your personal plan, use training and upgrading pamphlets, flyers and calendars to find information for the chart. Look for courses, seminars and workshops that will help you achieve the goals you set in the previous activity.
Type of training English as a second language (ESL) ESL for technical professions Business English Certification courses Courses in new industry trends and processes Courses in new technology Computer skills training Job search programs Volunteering opportunities Other courses of interest
Training providers
Cost
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Networking
Your network includes everyone in your life. Your network is probably much bigger than you think! People in your network can help you and you can help them. You should learn what you can about each individuals skills, experience, and talents. The people you know are warm leads. Its much easier to build on that warmth by expanding your knowledge of these people than it is to pursue cold leads. Family Members of your family are individual with skills and backgrounds. You can tap into their knowledge and their networks. Friends Your friends have skills you may not be aware of and they have their own networks. Ask to be introduced. Neighbours Because you live close by, you have a chance to develop close relationships. Find out who your neighbours are. You know you already have one thing in commonyour choice of residence. Professionals in your field People who share the same career choice can advise and support each other on common issues. Suppliers Because you do business with them anyway, it is easier to find out more about them and find out if they might need your services. Clients You serve them and you have built up a relationship of trust. See if they can help you with support or referrals. Co-workers Find out about their skills and knowledge. You may be able to help each other. Clubs or association members If you are involved with any community or professional associations or activities, you have a ready-made network. Most people join these groups to meet others. The door is already open. Volunteer groups One of the reasons people volunteer is to meet others. Get to know volunteers better. Acquaintances These are people who you meet in work and social settings. Dont waste the opportunity to begin friendships and network this way. Ask each person you meet to tell you more about him or herself.
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1. 2. 3. 4. What is a warm lead? Which of the people mentioned above do you think provide the warmest leads? Would you be willing to help a client this way? A co-worker? What would be an example of a cold lead?
Activity 8: Think of someone who

For each of the lines below, think of someone you know who has the knowledge or experience that is described. 1. 2. 3. 4. 5. 6. 7 8. 9. 10. ... does the same job that you did in another country. ... works for a logistics-sector company. ... used to work in the logistics sector. ... has clients in the logistics sector. ... has friends or relatives who work in the logistics sector. ... is in or has just finished a logistics-related course. ... teaches or has taken a Business English course. ... is in or has just completed a certification program. ... has done volunteer work. ... is a member of a relevant industry association.
Use the information in the chart to compare networks with the people in this workshop.
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volunteering

118 Steps
visit Charity Villages Web site at www.charityvillage.com for a listing of volunteer jobs in the non-profit sector. visit www.voe-reb.org/welcome.html for a matching service for volunteers and agencies across Canada. look in the Yellow Pages for volunteer centres in your city.
community programs
look for pamphlets advertising community workshops. look for any ESL/small business classes, seminars or workshops in your community. check your local community college.
training and upgrading

for private colleges and vocational schools, look in the Yellow Pages under computer training. for a list of Ontario Colleges of Applied Arts and Technology, visit the Ministry of Education and Training Web site: www.edu.gov.on.ca visit the HRDC Interactive Training Inventory Service for Ontario at www.trainingiti.com connect to the Ontario Ministry of Education and Training at the Training Hotline: 1-800-387-5656
language training/ESL
free ESL and word processing courses are available through the catalogues for boards of education and the bulletin boards at your local library. look in the Yellow Pages under Language Training look at the Citizenship and Immigration Web site for information on the LINC program at www.cicnet.ingenia.com/english/newcomers visit www.settlement.org for general information on services for newcomers, including language training.
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GLOSSARY
acronym a word formed from the first letters of other words, e.g. NAFTA (North American Free Trade Agreement) ACROSS Accelerated Commercial Release Operations Support System, the system which allows importers or customs brokers to transmit data to Canada Customs and Revenue Agency electronically using EDI (Electronic Data Interchange) B2B Business-to-business. The process of delivering products or services from one company to another B2C Business-to-consumer. The process of delivering products or services from a company to a consumer packing list a list of the items contained in a shipment blue-collar worker refers to manual or industrial workers, usually paid a wage rather than a salary brokerage company which provides customs clearance services to individuals and companies transporting goods across the border CADEX Customs Automated Data Exchange, a computer system that allows customs brokers to obtain information directly from Canada Customs and Revenue Agency computers capacity amount of carrying space in a truck or other transport carrier carriage the business of transporting goods and materials; can be by rail, truck, ship or air certification process of completing courses and passing exams to receive a certificate which says you have met all the requirements for practicing your profession commodity anything which can be bought and sold contaminant something which is unhealthy and possibly polluting or infectious
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controller the person who oversees or supervises activities in a department or area of a business cost efficient the best value for money customer-driven used to describe a companys approach to business; processes and policies are aimed at meeting customer needs cycle time the amount of time it takes from when a customer places an order until they receive the order deregulation the process of removing price limits and opening up an industry to competition designation officially recognized professional standing, usually indicated by letters after a persons name dispatch the activity of sending out vehicles and personnel to designated delivery or pickup places, and monitoring their progress and position ECR - Efficient Consumer Response a supply-chain initiative for the grocery industry. ECR is a consumer-driven system for replacing stock in which products and information flow through a paperless (EDI) system between all distribution points from manufacturing line to checkout counter. Distributors, carriers and suppliers act as trading partners and focus on improving the supply system, reducing system costs, inventories and physical assets while improving the consumer's choice of high quality fresh grocery products. ergonomics the science of designing workplaces that are compatible with the needs of the workers who use them field personnel people who work out in the field, e.g. with customers or in transportation forecasting predicting future trends and likely events and planning accordingly global sourcing buying goods or parts from anywhere in the world, or finding inventory on-line in any one of a multinational companys warehouses goods a general term for merchandise, stock, or freight GTA - Greater Toronto Area the City of Toronto and surrounding area, including Halton, Peel, York and Durham regions
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haulage carrying cargo or freight Incoterms internationally recognized terms for commerce, defining who has responsibility for transportation and insurance for shipments information supply chain the information that accompanies and/or relates to customers, shipments, inventory, invoices, documents, etc. (the goods and service supply chain) and which is usually computerized and often transmitted electronically inventory the amount of stock for production or resale that a company owns JIT - just-in-time an inventory reduction strategy developed by the auto industry. It refers to shipping goods in smaller, more frequent amounts. It is a method of reducing waste in the supply chain; a method of inventory control which relies on a supplier delivering only what a business needs when it needs it, which reduces the amount of storage space a company has to have on-site LTL - less than truckload a trucking company which consolidates the cargo of several shippers into one trailer, and so makes multiple deliveries (see also T/L) licensing official permit which allows the owner to perform a particular occupation legally and professionally lien the right to take someone elses property because of a debt against that property. It applies to warehousing when a person or company that is storing goods in a warehouse owes the warehousing company money for the service and cannot pay. The warehousing company is then entitled to take possession of those goods or materials in place of the money owed. materials handling equipment machinery used inside a warehouse or manufacturing plant to move heavy boxes or large amounts of inventory, e.g. a forklift NAFTA North American Free Trade Agreement; the agreement that governs free trade between Mexico, the U.S. and Canada outsourcing the practice of contracting with another company to provide a service or perform a function which used to be done in-house, e.g. a company which hires an accounting firm to do all their bookkeeping instead of doing it themselves price quote a price stated by a supplier to a purchaser
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real time immediate response; data available to users or customers seconds after it is entered in a computer RSI - repetitive strain injuries damage to joints and muscles caused by doing the same task repeatedly for a long time requisition order a formal written request for goods or materials rotating shift shift work which is not always the same. A rotating shift might be 8:00 AM to 4:00 PM for two weeks, then 4:00 PM to midnight for the next two weeks, then back to the first shift routing finding the most time-efficient and economical way for a shipment to move from supplier to customer supply chain coordination of the movement of goods or materials from their raw state through processing and manufacturing to the consumer, involving three or more companies tariff duty paid on foreign goods third party an outsourcing term, often used to describe companies who manage logistics functions for another company. The arrangement is on a contract basis T/L - truckload carrier a trucking company which uses one trailer per shipper and does not mix the cargo of different shippers in one trailer, so that each truck delivers to only one location VMI - Vendor Managed Inventory the process by which the vendor receives stock information from the customer and then calculates what should be shipped to maintain adequate inventory levels at the retailer's facility white-collar worker clerical, administrative or professional worker; workers in non-manual jobs WHMIS - Workplace Hazardous Materials Information System national law designed to ensure chemicals and other dangerous substances are handled safely
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Logistics Work Book

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Logistics

Steps to Employment in Ontario

In this workshop you will learn about

You will also practise

Workshop introduction INTERVIEW Steps to Employment

Icons used in the workbook

Reading Vocabulary Writing Pair Discussion Group Discussion Research Pronunciation

The logistics industry

Activity 2: Vocabulary matching

Adapted from Canadian Logistics Journal, Vol.3, No.2, April 1996.

Activity 5: True or false?

Activity 7: Vocabulary matching

Recent trends in logistics

Activity 10: Fill in the blanks

Activity 11: Discussion

Activity 12: Associations

logistics associations & regulatory bodies

For more information on

labour market trends

on-line industry information and magazines

Duties and responsibilities

Activity 2: Vocabulary matching

Activity 3: Who does what?

Activity 6: Complete the table

Activity 10: Comprehension and discussion

Activity 11: What Canadian employers need

Activity 12: What are your qualifications?

High school diploma

Membership in a professional association

Experience in your field

Good problem-solving skills

Ability to write reports in English

Knowledge of the logistics sector in Ontario

Knowledge of logistics sector regulations for your field

For more information on

duties and responsibilities

THE LOGISTICS WORKPLACE

From profile at Inside Careers Guide to Logistics Management www.insidecareers.co.uk/logistics

Activity 2: Vocabulary matching

Activity 3: Group discussion

Where the jobs are

Activity 5: Dictionary work

Activity 6: True or false?

Activity 9: Fill in the blanks

Activity 10: How are they similar?

Activity 11: Reading job ads

Activity 12: Researching companies

For more information on

WORKPLACE LAW IN ONTARIO

Laws that protect workers in Ontario

Activity 3: Vocabulary matching

Activity 5: Reading and completing a pay stub

O Detach Cheque Here O

What was the net pay?

Human rights in the workplace

Activity 7: Vocabulary matching

Health and safety

Activity 10: Whose responsibility is it?

Activity 11: Discussion

Activity 12: Research

For more information on

health and safety regulations

TRAINING AND EXPERIENCE

1. _________________ 2. _ 3. _ 4. _ 5. _________________