LSCQ1903 CourierSupervisor QP

QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR LOGISTICS SECTOR
Contents
1. Introduction …………………...…………….. P1
2. Qualifications Pack……………............. P3
3. Glossary of Key Terms …………..….……. P6
➢ OS describe what 4. OS Units……………………..……..…….... .. P8

individuals need to 5. Nomenclature for QP & OS…..…...... P49
do, know and 6. Assessment Criteria for each NOS…. P51
understand in order
to carry out a
particular job role or
function Introduction
Qualifications Pack: Courier Supervisor
➢ OS are performance
standards that (Options – Customs Clearance Support/ Business Development/
individuals must Profit Management)
achieve when
carrying out SECTOR: LOGISTICS
functions in the
workplace, together SUB-SECTOR: Courier/ express services
with specifications
of the underpinning OCCUPATION: Hub/ branch operations
knowledge and
REFERENCE ID: LSC/Q1903
understanding
ALIGNED TO: NCO-2015/ 4412.99, 9333, 9621 and ISCO-08/8321, 8322, 4412
Logistics Skill Council

(LSC) Brief Job Description: The individual is responsible for supervising courier
‘Temple Towers’, centre/hub activities such as courier handling, sorting, bagging, delivery and cash
Ground Floor, No 476 collection. The individual would manage the workforce and equipment deployed
Anna Salai, Nandanam, and resolve issues to ensure effective and smooth operations.
Chennai 600 035
Email: dhanab@lsc-
india.com
1
Qualifications Pack for Courier Supervisor
Options
Option 1: Customs clearance support

The individual will supervise customs clearance activities by coordinating with
customs officials, client and internal stakeholders
Option 2: Business development

The individual would prepare sales target, make pitch to existing clients and new
prospects. S/he would also liaise with customs and other government officials,
vendors and other contractors
Option 3: Profit management

The individual would review department wise budget, financial performance and
analyze profitability and business performance trends
Personal Attributes: A courier supervisor should have good communication and

team management skills, and reasoning ability to identify issues and suggest
remedial measures for the same. The person should also have good physical
strength, and ability to coordinate activities between multiple stakeholders.
2
Qualifications Pack Code LSC/Q1903

Job Role Courier Supervisor
Credits(NSQF) TBD Version number 1.0
Sector Logistics Drafted on 18/12/2017
Job Details
Sub-sector Courier/ express services Last reviewed on 04/05/2019
Occupation Hub / Branch Operation Next review date 04/05/2022
NSQC Clearance on DD/MM/YYYY

Effective from DD/MM/YYYY

The individual is responsible for supervising courier centre/hub
activities such as courier handling, sorting, bagging, delivery and
Role Description cash collection. The individual would manage the workforce
and equipment deployed and resolve issues to ensure effective
and smooth operations.
5
NSQF
Graduate (or) Diploma/ Class XII with relevant experience (or) Class X
Minimum Educational Qualifications
with relevant experience
Maximum Educational Qualifications
Prerequisite License or Training Not Applicable for License. Should be proficient and cleared Level 4
Minimum Job Entry Age 21 years
Diploma/ Class XII with 3 years of experience in courier/ express
Experience operations (or)
Class X with 5 years of experience in courier/ express operations
Compulsory:
1 LSC/N1909 Allocate resources and streamline operations in
courier hub/ branch
2 LSC/N1910 Supervise courier delivery center and hub operations
3 LSC/N1911 Supervise last mile operations
4 LSC/N9908 Maintain and monitor integrity and ethics in
operations
5 LSC/N9909 Follow and monitor health, safety and security
Applicable National Occupational procedures
Standards (NOS) 6 LSC/N9907 Verify and review GST application
Optional (Not mandatory):
Option 1: Customs Clearance Supervision

Sub sector EXIM/CC/FF
1.1 LSC/N2343 Supervise customs clearance activities
3
Option 2: Business Development
2.1 LSC/N9701 Business development and stakeholder relations
Option 3: Profit Management

3.1 LSC/N9603 Profit and loss account management and cost
accounting
Performance Criteria As described in the relevant OS units
4
Keywords /Terms Description

Definitions
Core Skills/Generic Core Skills or Generic Skills are a group of skills that are key to learning and
Skills working in today's world. These skills are typically needed in any work
environment. In the context of the NOS, these include communication related
skills that are applicable to most job roles.
Function is an activity necessary for achieving the key purpose of the sector,
occupation, or area of work, which can be carried out by a person or a group
Function
of persons. Functions are identified through functional analysis and form the
basis of NOS.
Job role defines a unique set of functions that together form a unique
Job role
employment opportunity in an organization.
Knowledge and Understanding are statements which together specify the
Knowledge and
technical, generic, professional and organizational specific knowledge that an
Understanding
individual needs in order to perform to the required standard.
National Occupational
NOS are Occupational Standards which apply uniquely in the Indian context
Standards (NOS)
Electives are NOS/set of NOS that are identified by the sector as contributive
to specialization in a job role. There may be multiple electives within a QP for
Electives
each specialized job role. Trainees must select atleast one elective for the
successful completion of a QP with Electives
Options are NOS/set of NOS that are identified by the sector as additional
Options skills. there may be multiple options within a QP. It is not mandatory to select
any of the options to complete a QP with Options.
Unit code is a unique identifier for an Occupational Standard, which is
Unit Code
denoted by an ‘N’
Unit title gives a clear overall statement about what the incumbent should be
Unit Title
able to do.
Occupation is a set of job roles, which perform similar/related set of functions
Occupation
in an industry.
Organisational Context includes the way the organization is structured and
Organisational Context how it operates, including the extent of operative knowledge managers have
of their relevant areas of responsibility.
Performance Criteria are statements that together specify the standard of
Performance Criteria
performance required when carrying out a task.
Qualifications Pack comprises the set of NOS, together with the educational,
Qualifications
training and other criteria required to perform a job role. A Qualifications
Pack(QP)
Pack is assigned a unique qualification pack code.
Qualifications Pack Qualifications Pack Code is a unique reference code that identifies a
Code qualifications pack.
Scope is the set of statements specifying the range of variables that an 5
Scope
individual may have to deal with in carrying out the function which have a
critical impact on the quality of performance required.
Sector is a conglomeration of different business operations having similar
Sector businesses and interests. It may also be defined as a distinct subset of the
economy whose components share similar characteristics and interests.
Sub-sector is derived from a further breakdown based on the characteristics
Sub-Sector
and interests of its components.
Sub-functions are sub-activities essential to fulfil the achieving the objectives
Sub-functions
of the function.
Technical Knowledge is the specific knowledge needed to accomplish specific
Technical Knowledge
designated responsibilities.
6
Keywords /Terms
Description
Acronyms
3PL Third-party logistics

5S Sort, Set In order, Shine, Standardize and Sustain
BOE Bill of Entry
CGST Central Goods and Services Tax
CRM Customer Relationship Management
CBr Customs agent/broker
ERP Enterprise Resource Planning
GST Goods and Services Tax
GSTIN Goods and Services Tax Identification Number
GPS Global Positioning System
HR Human Resources
HSN Harmonised System of Nomenclature
ICEGATE Indian Customs EDI Gateway
ICES Indian Customs EDI System
IGST Integrated Goods and Services Tax
IT Information Technology
JIT Just in time
MHE Material Handling Equipment
MIS Management Information System
NSQF National Skills Qualifications Framework
OH&S Occupational Health and Safety
OS Occupational Standards
OSHA Occupational Safety and Health Administration
PGAs Partner Government Agencies
PO Purchase order
PPE Personal Protective Equipment
QP Qualifications Pack
RFID Radio Frequency Identification
SEZ Special Economic Zones
SLA Service level agreements
SOP Standard Operating Procedure
TAT Turnaround Time
TMS Transport Management System
WMS Warehouse Management System
7
LSC/N1909 Allocate resources and streamline operations in courier hub/ branch
Overview
This unit is about allocating resources and streamlining operations
8
Unit Code LSC/N1909
Unit Title
National Occupational Standard
Allocate resources and streamline operations

(Task)
Description This unit is about allocating resources and streamlining operations
Scope This unit/task covers the following:
• Prepare daily plan and allocate resources
• Resolve escalated issues
• Monitor daily operations
Range: Stationery, Radio frequency identification (RFID) scanner, bar code scanner,
plastic bags, markers, Personal Protective Equipment (PPEs), Enterprise Resource
Planning (ERP), computer, printers, Global Positioning System (GPS) tracker, Material
Handling Equipment (MHEs), etc.
Performance Criteria(PC) w.r.t. the scope
Element Performance Criteria
Prepare daily work To be competent, the user/ individual must be able to:
plan and allocate PC1. obtain order details such as transport plans, delivery schedules, priority
resources orders, weekly work allocation
PC2. develop daily work plan factoring in priority cases, cases requiring exceptional
handling
PC3. get the work plan approved from the manager
PC4. allocate tasks to workers and associates
PC5. budget and allocate the requisite MHE for different tasks at hand
Resolve escalated To be competent, the user/ individual must be able to:
issues PC6. identify priorities as and when they come and allocate adequate resources to
address them
PC7. provide guidance to assistants and workers when they get stuck
PC8. suggest possible solutions, work around and to resolve issues
PC9. escalate the matter to manager for external technical help
PC10. coordinate with other departments to plan movement shipments
PC11. liaison with officials and external stakeholders to streamline operations
To be competent, the user/individual on the job must be able to:
PC12. conduct field inspections to review the status of different on-going activities
PC13. conduct inspection of operational area, warehouse for safety, cleanliness, etc.
Monitor daily PC14. identify cases that require allocation of additional resources
operations PC15. identify idle resources and put them to use
PC16. monitor the work of the assistants and executives check for errors in
documentation and daily operation
PC17. review work of the assistants and workers with respect to the allocated work,
accidents and damages
Knowledge and understanding (K)
9
A. Organizational The individual on the job needs to know and understand:
context KA1. organizational procedures
(Knowledge of the KA2. different hubs and service stations of the organization
company / KA3. documentation and reporting as per organization's mandate
organization and KA4. security procedures to be followed
its processes)
KA5. escalation matrix for reporting identified problems
KA6. risk and impact of not following defined procedures/work instructions
KA7. coding system followed to label mail
KA8. Information Technology (IT) system and ERP system of the organization
B. Technical The individual on the job needs to know and understand:
knowledge KB1. use of computer and associated data management devices
KB2. basic trouble shooting regarding data management devices
KB3. scheduling and planning of different activities
KB4. geographical locations and route maps
KB5. information from the ERP system
KB6. geographical spread of states and cities
KB7. labels and instructions regarding shipments, MHEs, equipment and work-place
KB8. overall courier value chain
KB9. types of shipments being handled
KB10. special characteristics and handling requirements of shipments, if any
Skills (S)
A. Core skills/ Reading skills
generic skills The user/individual on the job needs to know how to read:
SA1. written instructions
SA2. invoicing label and shipment labels
SA3. ERP and computer generated reports
Writing skills
The user/individual on the job needs to know how to write:
SA4. work-orders and instructions
SA5. checklist of activities, delays, undelivered items, contacts, etc
SA6. daily reports
Oral communication (listening and speaking skills)
The user/individual on the job needs to know how to:
SA7. communicate with customers and workers
SA8. communicate and collect information from different departments
B. Professional skills Decision making
SB1. escalate the query and to which department
SB2. resolve a problem quickly internally
SB3. prioritise shipments
SB4. plan and alternate or alternate transport in case a delivery/ pickup vehicle is
10
stuck
Plan and organize

SB5. plan and estimate the co-ordination required for resolving a querry.
SB6. maintain puntuality
SB7. respond to the client in a timely manner
SB8. prioritize and execute tasks based on client requirements
SB9. make work plans and resource allocation plans
SB10. make checks on execution of work plans
SB11. be a team player and achieve joint goals
Customer centricity
SB12. adhere to the customer timelines
SB13. address the urgency regarding shipments and activities
Problem solving
SB14. identify trends/common causes for delays, issue in tracking, etc.
SB15. co-ordinate and handle major issues with different departments
SB16. identify bottlenecks and operational problems and suggest remedial action
Analytical thinking
SB17. assess the resource requirement for a particular task at hand
SB18. assess and prepare for backup transport in case of continous delays
SB19. plan for shipment movement so that the resources are optimally utilised
Critical thinking
The user/individual on the job needs to know and understand how to:
SB20. resolve issues in a qucik and cost effective manner
SB21. develop work plans factoring in external factors
NOS Version Control
NOS Code LSC/N1909

Industry Logistics Drafted on 18/12/2017
Industry Sub-sector Courier/ express service Last reviewed on 01/03/2019
Occupation Hub/branch operation Next review date 01/03/2022
11
LSC/N1910 Supervise courier delivery centre and hub operations
Overview
This unit is about Supervising courier delivery centre and hub operations
12
Unit Code LSC/N1910
Unit Title
Supervise courier delivery centre and hub operations

(Task)
Description This unit is about supervising on ground courier operations
• Monitor and track courier operations
• Perform closing and reporting
Range: Stationery, Radio Frequency Identification (RFID) scanner, bar code scanner,
plastic bags, markers, Personal Protective Equipment (PPEs), Enterprise Resource
Planning (ERP), computer, printers, Global Positioning System (GPS) tracker, Material
Handling Equipment (MHEs), etc.
PC1. track and monitor loading, unloading, sorting and binning activities
PC2. review and inspect shop floor for cleanliness, errors, damages, etc.
PC3. inspect material handling equipment for fitness, highlight and escalate cases
requiring repairs
PC4. obtain real time updates from the delivery and collection executives on
delivery/pick-up activities and follow-up with the executives to check the
Monitor and track status, if the updates are not received
courier operations PC5. monitor loading, unloading and other operational activities for adherence to
timeliness and accuracy
PC6. provide solution for on-ground staff regarding escalations related to missing
shipment, parcel handling damages, missing documents, quarantine
requirements etc.
PC7. identify bottlenecks, delays and issues and allocate alternate or additional
resources as required
PC8. escalate critical and delayed cases to management for resolution

PC9. obtain daily status from associates regarding the operations completed,
Perform closing and accidents, delays and damages
reporting PC10. report on daily damages, MHE repair requirements, accidents, transport delays
in pickups and deliveries to manager
PC11. suggest ideas to streamline operations to increase efficiency
Knowledge and Understanding (K)
13
B. Organizational The individual on the job needs to know and understand:
Context KA1. organizational procedures
its processes)
KA7. coding system followed to label mail.
Knowledge KB1. use of computer and associated equipment
KB2. basic trouble shooting regarding material handling equipment
KB3. scheduling, planning, etc.
KB5. reading information from the ERP/ Management Information System (MIS)
system
KB7. how to read labels and understand instructions in the customer query
resolution log book
KB8. various escalations regarding resolving and catering to the customer query
KB9. overall process from pickup to delivery and different departments engaged in
the process
KB10. types of goods being handled
KB11. special characteristics and handling requirements of goods, if any
Skills (S)
C. Core Skills/ Reading Skills
Generic Skills The user/individual on the job needs to know and understand how to:
SA1. read and understand written instructions
SA2. read product instructions as per the invoicing label and shipment labels
SA3. read information from MIS reports and computer generated reports
SA4. read management directions in English
Writing Skills
SA5. write work-orders and instructions for resources
SA6. prepare list of activities, delays, undelivered items, contacts, etc
SA7. write end of the day reports
Oral Communication (Listening and Speaking skills)
SA8. communicate clearly in local language or English with customers and various
internal departents and workers
D. Professional Skills Decision Making
14
SB2. resolved a problem quickly internally
SB3. prioritse a shipment
SB4. plan an alternate route or alternate transport in case a delivery/ pickup vehcile
is stuck
Plan and Organize

The user/individual on the job needs to know and understand how to
SB6. maintain puntuality and avoid absenteeism
SB7. should respond to the client in a timely manner
Customer Centricity
SB12. adhere to customer timelines
SB13. understand and communicate the urgency of customers to the relevant
department
Problem Solving
SB14. identify trends/common causes for delays, issue in tracking, etc. and resolve
the same over call with the client
SB16. identify small bottlenecks and operational problems and provide alternate
solutions for the same
SB17. identify challenges in delivery and pickup operations and accordingly suggest
remedial actions
Analytical Thinking
Critical Thinking
SB22. develop work plans factoring in external factors while designing unloading
and loading allocations, resource budgets, etc.
15
NOS Version Control
NOS Code LSC/N1910

Courier/ express
Industry Sub-sector Last reviewed on 01/03/2019
services
Occupation Hub/Branch operation Next review date 01/03/2022
16
LSC/N1911 Supervise last mile operations
Overview
This unit is about supervising operations at last mile
17
Unit Code LSC/N1911

Unit Title
Supervise last mile operations

(Task)
Description This unit is about supervising supervising operations at last mile and transport
planning
• Prepare daily route plans
• Monitor transport movement
• Perform closing activities and reporting
Range: Stationery, Radio Frequency Identification (RFID) scanner, bar code scanner,
plastic bags, markers, Personal Protective Equipment (PPEs), Management
Information System (MIS), computer, printers, Global Positioning System (GPS)
tracker, Material Handling Equipment (MHEs), etc.
PC1. obtain the list of deliveries to be made during the day
PC2. prioritize the shipment to be delivered/picked-up based on the deadlines
Prepare daily route PC3. prepare route map factoring in traffic, external environments and regulations
plans for delivery activities for the day
PC4. review the vehicle inspection reports for conformance to fitness requirement
PC5. allocate tasks to delivery associates
PC6. communicate the route plan to the executive for feeding into the system

PC7. review the report on readiness of the vehicle with appropriate documents
PC8. track the outbound shipments via GPS
PC9. monitor movement of delivery transport vehicles in accordance with the
schedule
PC10. identify the cases of delays, vehicle breakdowns, etc. and arrange for alternate
Monitor transport
delivery channels
movement
PC11. resolve issues of the delivery truck drivers and executives, where drivers
unable to connect to customer
PC12. resolve queries on on-ground staff and associates to ensure smooth operations
PC13. coordinate with authorities to resolve issues wherein trucks are stuck
PC14. coordinate with clients and customers where the executive is facing issues
PC15. escalate cases of expected delays and critical issues to management for
further action
18

PC16. obtain daily status from delivery and pickup drivers
PC17. obtain payments from the delivery associates, verify with respect to invoicing
and handover cash to the accounts team
Perform closing PC18. compile list of undelivered shipments and contact consignees of undelivered
activities and shipments
reporting PC19. prepare daily operation reports in terms of courier movement, total loading
and unloading activities, resource utilization and manpower deployment
PC20. report on daily damages, MHE repair requirements, accidents, transport delays
in pickups and deliveries etc.

context KA1. organizational procedures
its processes)
KA7. coding system followed to label mail
KA8. the Information Technology (IT) system and ERP system of the organization
knowledge KB1. use of computer and associated equipment
KB2. basic trouble shooting regarding material handling equipment
KB3. scheduling, planning, etc.
KB5. reading information from the ERP/ MIS system
KB7. how to read labels and understand instructions in the customer query
resolution log book
KB8. various escalations regarding resolving and catering to the customer query
KB9. overall process from pickup to delivery and different departments engaged in
the process
KB10. types of shipments being handled
KB11. special characteristics and handling requirements of shipments, if any
Skills (S)
SA1. written instructions
SA2. invoicing label and shipment labels
19
SA3. read information from ERP and computer generated reports
Writing skills
The user/individual on the job needs to know and understand how to write:
SA4. write work-orders and instructions
SA5. prepare list of activities, delays, undelivered items, contacts, etc
SA6. write daily reports
SA7. communicate clearly in local language or English with customers and various
internal departents and workers
SB2. resolve a problem quickly internally
SB3. prioritse shipments
SB4. plan alternate route or alternate transport in case a delivery/ pickup vehicle is
stuck
Plan and organize

The user/individual on the job needs to know how to
SB6. maintain puntuality
SB7. should respond to the client in a timely manner
Customer centricity
SB12. adhere to customer timelines
SB13. address urgency of customers to the relevant department
Problem solving
SB14. identify trends/common causes for delays, issue in tracking, etc.
SB16. identify bottlenecks and operational problems and provide alternate
solutions for the same
SB17. identify challenges in delivery and pickup operations and accordingly suggest
remedial actions
20
Analytical thinking
Critical thinking
SB22. develop work plans factoring in external factors while designing route maps,
unloading and loading allocations, budgets, etc.
NOS Control
NOS Code LSC/N1911

Courier/ express
Industry Sub-sector Last reviewed on 01/03/2019
services
Occupation Hub/branch operation Next review date 01/03/2022
21
LSC/N9908 Maintain and monitor integrity and ethics in operations
Overview
This unit is about maintaining integrity, ensuring data security, and professional and ethical
practice
22
Unit Code LSC/N9908
Unit Title
Maintain and monitor integrity and ethics

(Task)
Description This unit is about maintaining integrity, ensuring data security, and professional and
ethical practice
• Maintain integrity and ensure data security
• Professional and ethical practice
• Ensure regulatory compliance
Range: Standard operating procedure (SOP), worksheets, computer, projector, printer,
display board and markers.
Maintain integrity To be competent, the user/ individual must be able to:
ensuring data PC1. refrain from indulging in corrupt practices
security PC2. protect customer’s information and ensure acquired information is not used
for personal advantage
PC3. protect data and information related to business or commercial decisions
Professional and To be competent, the user/ individual must be able to:
ethical practice PC4. sensitise the work force towards ethical behaviour in work place and
performing job with integrity
PC5. conduct regular reviews and check reports for unethical behaviour and
corrupt practices
PC6. consult senior management when in an ethical dilemma
PC7. report promptly all violations of code of ethics
PC8. dress up and conduct in a professional manner
PC9. communicate with clients and stakeholders in a soft and polite manner
PC10. follow etiquettes
Ensure regulatory To be competent, the user/ individual must be able to:
compliance PC11. check that that documentation with respect to operations is up to date and in
accordance to the regulations
PC12. coordinate with regulatory authorities and assist in inspections and
clearances
PC13. report any issues with regulatory compliance
23
A. Organizational The user/individual on the job needs to know and understand:
context KA1. company’s policies on use of language
(Knowledge of the KA2. company’s Human Resources policies
company / KA3. company’s code of ethics and business
organization and KA4. company’s whistle blower policy
its processes) KA5. company’s rules related to sexual harassment
KA6. company’s reporting structure
KA7. company’s documentation policy
B. Technical The user/individual on the job needs to know and understand:
knowledge KB1. principles of code of ethics and business ethics
KB2. different regulations and acts that are applicable for the sub-sector and
logistics sector as a whole
KB3. understand the documentary compliance required for different type of
products
Skills (S)
generic skills The individual on the job needs to know how to read:
SA1. policy documents and work related documents
SA2. emails letters and communications
SA3. acts and regulations
Writing skills
The individual on the job needs to know and understand how to write:
SA4. instructions, communications to internal staff
SA5. emails and letters
SA6. reports
The individual on the job needs to know how to:
SA7. interact with internal and external stakeholders
SA8. communicate with peers and subordinates
Decision making
B. Professional skills
SB1. take appropriate action in a vulnerable situation
SB2. identify breaches and take necessary actions
SB3. identify documentary requirement for a specific product or regulation and
take necessary action
Plan and organize
SB4. plan and organise steps/ actions as per company’s guidelines, if any violation
of code of ethics is noticed in the company
SB5. plan and organise training sessions, sensitization sessions for work force
SB6. plan review meetings to monitor compliance with ethics and regulations
Customer centricity
SB7. prevent company and customer information leakage
24
Problem Solving
SB8. provide proper advice or guidance to colleagues to deal with sensitive issue
SB9. suggest solutions to supervisors and workers when in an ethical dilemma
SB10. identify conflict of interests and take necessary actions
Analytical thinking
SB11. review reports to identify common trends of defaults
SB12. conduct review to analyse the reasons for default
Critical thinking
SB13. check that all regulatory compliances are adhered to
SB14. check that any unethical behaviour gets captured before a damage or
negative impact happens
NOS Version Control
NOS Code LSC/N9908

Industry Sub-sector Generic Last reviewed on 01/03/2019
Occupation Generic Next review date 01/03/2022
25
LSC/N9909 Follow and monitor health, safety and security procedures
Overview
This unit is about ensuring compliance with health, safety and security procedures at the
workplace.
26
Unit Code LSC/N9909

Unit Title
Follow and monitor health, safety and security procedures

(Task)
Description This unit is about ensuring compliance with health, safety and security procedures at
the workplace.
• Follow health, safety and security procedures
• Ensure compliance to health, safety and security
Range: Personal protective equipment (PPE), Material Handling Equipment (MHE),
instructional material, safety guidelines, safety signs, computer, projector etc.

Follow health, safety To be competent, the user/ individual must be able to:
and security PC1. make note of all safety processes with reference to area of operation
procedures PC2. wear all PPE such as goggles, ear plugs, helmet, mask, shoes, etc. as
applicable
PC3. follow organizational protocol to deploy action in case of signs of any
emergency situation or accident or breach of safety
PC4. undertake periodical preventive health check ups
PC5. follow necessary standard operating procedures (SOP) and precautions while
handling dangerous and hazardous goods
PC6. follow security procedures like green gate in port, customs area, factory
security, etc.
PC7. comply with data safety regulations of the organisation
PC8. ensure loaders / unloaders follow standard safety procedures while handling
hazardous / fragile cargo and move only on the designated pathway
Ensure compliance to To be competent, the user/ individual must be able to:
health, safety and PC9. recognise unsafe conditions and safety practices at the workplace and report
security it to concerned authority
PC10. implement 5S at workplace
PC11. inspect the activity area and equipment for appropriate and safe condition
PC12. check if stacking is done at defined height and is not on the walk way
PC13. check if walk way is free from grease/ oil
PC14. check if emergency fire alarms, water sprinklers and smoke detectors are
installed at all places
PC15. participate in fire drills
PC16. check if standard material handling procedure are being followed
PC17. check if cargo has passed security checks and report in case of any violation
27

context KA1. health, safety and security policies and procedures
(Knowledge of the KA2. Special instructions for hazardous cargo handling
company / KA3. defined standard operating procedures
organization and KA4. risk and impact of not following defined procedures/work instructions with
its processes) reference to health, safety and security operations
KA5. escalation matrix for reporting identified problem
knowledge KB1. basics of Occupational Safety and Health Administration (OSHA)
KB2. 5S implementation and practice
KB3. necessary security procedures for airport, customs area, etc.
KB4. tools and equipment for material handling
KB5. standard material handling procedures while handling cargo
KB6. safety and security signage and their functions
KB7. knowledge of security tags, labels and signage
KB8. handling procedure for hazardous / fragile cargo
KB9. security procedures for dangerous / hazardous goods
KB10. different personal protective equipment (PPE), their usage and purpose
KB11. safe driving techniques
Skills (S)
SA1. various procedures and standards related to health, safety and security
SA2. various documents related to security and movement of cargo
Writing skills
SA3. fill forms related to health, safety and security procedures

SA4. communicate clearly with colleagues regarding safety procedures
SA5. share experience and provide guidance to peers

SB1. make a judgment as to what actions to be taken to avoid any damage /
accident to personal health / cargo handled
SB2. act objectively, rather than impulsively or emotionally when faced with
difficult/stressful or emotional situations
Plan and organize

28
SB3. plan clearance of cargo in manner that it does hamper the safety of the cargo
and the loader/unloader
SB4. prioritize and execute tasks within the schedule time limits
SB5. Plan emergency drills, fire drills and inspections
Customer centricity
SB6. ensure safe and secure movement of packages, cargos etc.
Problem solving
SB7. identify any threats on personal health, safety, security, etc. and take
appropriate actions
SB8. identify risks at the workplace and address them
Analytical thinking
SB9. analyse past mistakes and address them to avoid mishap in the future
Critical thinking
SB10. ensure right safety measures and procedures are in place
NOS Version Control
NOS Code LSC/N9909

29
LSC/N9907 Verify and review GST application
Overview
This unit is about verifying and reviewing Goods and Services Tax (GST) application
30
Unit Code LSC/N9907

Unit Title
Verify and review GST application

(Task)
Description This unit is about verifying and reviewing GST application
• Check invoice
• Audit process
Range: laptop, MS office, Enterprise Resource Planning (ERP)

Check invoice To be competent, the user/ individual must be able to:
PC1. verify and approve daily invoicing
PC2. check for errors in calculating taxable value and tax value after applying
applicable rate of GST
PC3. check if that Integrated Goods and Services Tax (IGST) is chargeable on the
invoices raised for export of goods/services
Audit process To be competent, the user/ individual must be able to:
PC4. check if GST is payable under reverse charge in case of unregistered party
PC5. verify and approve separate notification in case of exemption
PC6. review and approve vendor invoices and ensure that all the mandatory
particulars are mentioned on the invoice
PC7. verify if the goods/services are procured from registered vendor
PC8. check for pending litigation cases under earlier regime
PC9. review sales invoice and check if record is maintained properly
PC10. coordinate with finance department for any updating in GST law
PC11. check that the payment received from the client is including applicable taxes
PC12. assist in verifying and reviewing monthly returns
PC13. monitor maintenance record of taxes paid and acknowledgment of the returns
filed
A. Organizational The individual on the job needs to know:
context KA1. reporting structure to support and expedite project acivities
(Knowledge of the KA2. company’s policy and work instructions on quality standards
company / KA3. company’s products and services
organization and KA4. organisational guidelines for dealing with receipts and payments
its processes) KA5. company’s policy on mode of receipts
KA6. company’s policy on processes and methods of collection and payments
B. Technical The individual on the job needs to know:

knowledge KB1. basic accounting principles and financial concepts such as calculation of interest
KB2. concept and applicability of GST
KB3. bifurcation of taxes
KB4. invoicing including credit and debit note
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KB5. filing of monthly returns
KB6. reverse charge mechanism
KB7. refund process
KB8. use of MS office (excel, word)
KB9. Central Goods and Services Tax (CGST) Act, 2017 (preferable not mandatory)
Skills (S)
A. Core Skills/ Reading skills
Generic Skills The user/individual on the job needs to know how to read:
SA1. various accounting procedures and updates
SA2. forms and policy directives
Writing skills
The user/individual on the job needs to know how to write:
SA3. mails and answer auditor’s queries

SA4. coordinate with colleagues and seniors to obtain required information
B. Professional Skills Decision making

SB1. decide on applicability of taxes
SB2. decide on correction required for invoice and other documents
Plan and Organize

SB3. plan and organise information for auditing process
Customer Centricity
SB4. check that tax deducted is correct
SB5. inform about any errors or refunds to be sought and extra taxes to be paid
Problem Solving
SB6. resolve tax related issues
Analytical Thinking
SB7. analyse tax norms and accounting information
Critical thinking
SB8. check for error in invoice
SB9. avoid penalties to organisation for inadequate reporting
32
NOS Version Control
NOS Code LSC/N9907

33
LSC/N2343 Supervise customs clearance activities
Overview
This unit is about performing shipment classification and customs clearance support
34
Unit Code LSC/N2343
Unit Title
Supervise customs clearance activities

(Task)
Description This OS unit is about supervising day to day customs clearance operations and to deal
with all stakeholders for smooth clearance
• Supervise day to day customs clearance operations

• Arrange documents for the clearance of cargo
• Assist customs official in clearing cargo
• Coordinate with all stakeholders
Range: Indian Customs EDI System (ICES), Indian Customs Electronic Commerce/
Electronic Data Gateway (ICEGATE), Remote EDI System (RES), MS Office, computer,
projector, stationery, SOPs etc.
Performance Criteria(PC) w.r.t. the Scope
Supervise day to day To be competent, the user/ individual must be able to:
customs office PC1. check that new regulations on customs are understood by the team and
operations implemented
PC2. clarify team’s queries in regard to customs clearance process
PC3. check if the classification of product is under correct Harmonized System of
Nomenclature (HSN) codes and see the associated benefits (under schemes,
etc.)
PC4. compute duties and tariffs levied to and from foreign destinations and export
schemes and drawbacks
PC5. check for Rules of Origin (ROO) certificate availability and authenticity
PC6. check and file bill of entity (BoE) of the importer – shipping bills; and Bill of
Lading (BoL) for the exporter
PC7. collect debit note from shipping companies
PC8. verify the documents consigned to assistants for customs processing and
clearance
PC9. respond to any queries related to customs documentation
PC10. coordinate and collect duty orders (D.O) and payments
PC11. check if clearance of shipment is done on time without delay
Arrange documents To be competent, the user/ individual must be able to:
for the clearance of PC12. inspect all EXIM documentation as required for customs clearance
cargo PC13. monitor packaging and labelling of cargo
PC14. inspect goods/ cargo while unloading and ensure there is no damage during
the transit
PC15. communicate with the transport supervisor to arrange for the cargo
transportation
PC16. coordinate and update the status of cargo in the portal
PC17. cross check and verify if all approved documents are received and submitted
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to the documentation executive for filing
Assist customs To be competent, the user/ individual must be able to:

official in clearing PC18. prepare import and export declarations
cargo PC19. liaise with customs and other governing authorities regarding different
regulatory requirements
PC20. communicate with customs officials to obtain release of incoming or outgoing
freight and resolve delays
PC21. respond to any queries raised by the customs official
PC22. accompany the customs inspector for a random package check, as required
PC23. respond to any objection raised by customs authorities on the cargo and the
details
PC24. check if the receiving is taken for ‘Out of Customs charge/ Let Export’
approval on clearance by customs official
Coordinate with all To be competent, the user/ individual must be able to:
stakeholders PC25. prepare import and export declarations and process it through various
departments at customs
PC26. liaise with customs and other governing authorities for any issues that will
arise during clearance of cargo
PC27. communicate with customs officials as appropriate to obtain release of
incoming or outgoing freight and resolve delays
PC28. represent the client and company on all matters related to customs
PC29. coordinate and follow-up with clients on payments
A. Organizational The individual on the job needs to know :
Context KA1. organisational procedures
(Knowledge of the KA2. business and performance of the organization
company / KA3. organization’s fee and charges structure
organization and KA1. organization’s contact with customs office
its processes) KA4. paperwork required before handling cargo
KA5. organization’s policy of data maintenance, recording and handling
KA6. reporting structure
B. Technical The individual on the job needs to know :
Knowledge KB1. usage of computer and software (for e.g.; ICES, ICEGATE, Remote EDI System
(RES), etc.) to update documentation/reports
KB2. different types of cargo exported, their eligibility of duty free and
documentation requirement
KB3. International protocols on cargo movement
KB4. HSN Codes and INCOTERMS
KB5. foreign trade policy to classify the cargo imported as per regulatory
requirement
KB6. different airline/ shipping line available for different routes
KB7. changes and updates in acts, procedures, etc. with reference to customs
clearance and applicable duties
KB8. Customs Tariff Act 1975, Foreign Trade (Development and Regulation) Act
36
1992, Foreign Exchange Regulation Act, 1973, Indian Explosives Act 1884, Arms
Act 1959, Opium Act 1878, Drugs and Cosmetics Act 1940, Destructive Insects
and Pests Acts 1914, Dangerous Drugs Act 1930
KB9. application of GST and its nuances
KB10. various city level trade associations their operations and by laws as well as
governing norms
KB11. mandatory documents such as Bill of Lading / Airway Bill, Commercial invoice
cum packing list, Bill of Entry, import license, insurance certificate, purchase
order, letter of credit, test report, etc.
KB12. usage of computer and software (for e.g.; soft link, Remote EDI System (RES)U
soft, etc.) to update documentation/reports
KB13. operating systems related to customs such as EDI and ICEGATE and their
functions
KB14. terms and terminologies used in import and export trade
KB15. number of copies to be prepared for different type of transaction
KB16. details of the transport availability in different routes
KB17. transit rules and regulations and destination countries’ requirements and fiscal
regimes
KB18. nature of the products transported and the variances in their characteristics
KB19. type of packaging required
KB20. special requirements, guidelines and operational procedures involved when
handling special cargo such as livestock, food, medical supplies, etc. handling of
dangerous goods, material handling procedure, etc.
Skills (S)
A. Core Skills/ Reading Skills
Generic Skills The user/individual on the job needs to know how to read:
SA1. work related instructions
SA2. foreign trade policies and PGA circulars
SA3. regulatory requirement associated with customs clearance
SA4. schedule and plan for cargo movement
SA5. details of the cargo
SA6. different forms related to customs clearance
Writing Skills
SA7. fill forms related to customs clearance requirement
SA8. maintain the record as per company’s policies
Oral Communication (Listening and Speaking skills)
SA9. speak politely and build relationship with the transporters, customs agents,
airline agents, etc.
SA10. communicate clearly in local language with the transporters
SA11. listen to the requirements of the client and internal management
SA12. present information effectively and respond to questions from top
management, customs official, peers and various agents
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B. Professional Skills Decision Making
SB1. decide on type of documents to be prepared based on the nature of cargo,
transport used, type of transaction, destination country, etc.
SB2. decide if all customs and other regulatory requirement for the cargo is met
SB3. decide seeing the document, if additional information is required for the
given task
Plan and Organize
SB4. plan for transportation, customs clearance and other arrangement for cargo
SB5. prioritize and execute tasks within the scheduled time limits
SB6. develop plan based on customer specification
SB7. liaison with customs authorities to ensure smooth clearance process
Customer Centricity
SB8. represent the customers among various stakeholders such as shipping line,
airline, customs authorities, etc.
SB9. take prompt action on queries raised by the customs officials
SB10. escalate client concerns that are beyond the scope of handling
Problem Solving
SB11. identify and correct errors in documents
SB12. identify which additional information is required
SB1. resolve issues with customs officials regarding shipments
Analytical Thinking
SB13. organise the documents with attention to detail
SB14. review documentation such as commercial invoices, shipper’s export
declaration, etc.
SB15. analyse the product category and suggest eligible duty benefits
SB16. assess based on past experience and act proactively
Critical Thinking
SB17. check if specific documents need to be submitted for import of capital goods
are collected
SB18. identify dangerous goods and ensure that adequate precautions are taken
SB19. estimate the documentation required for a certain task
SB20. follow-up with all the field assistants to get timely inputs
SB21. follow-up with stakeholders to avoid delays or any breach in agreement
SB22. improve work processes by interacting with others and adopting best
practices
SB23. anticipate problems related to holidays, software issues and accordingly keep
buffer for same
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NOS Version Control
NOS Code LSC/N2343

Industry Sub-sector EXIM/CC/FF Last reviewed on 18/12/2017
Custom clearance
Occupation Next review date 01/03/2019
operation
39
LSC/N9701 Business development and stakeholder relations
Overview
This unit is about generating new business and maintaining relations with all stakeholders
40
Unit Code LSC/N9701

Unit Title
Business development and stakeholder relations

(Task)
Description This unit is about generating new business and maintaining relation with all
stakeholders
• Generate new business prospects
• Maintain customer relations
• Coordinate with government officials, vendors and contractors
Range: Computers, Enterprise Resource Planning (ERP), business lead softwares

Generate new To be competent, the user/individual on the job must be able to:
business prospects PC1. obtain a list of existing clients and new prospects from the company's sales
database.
PC2. prepare sales targets and relationship strategies
PC3. prioritize the clients for contacting, based on the previous relationship
building calls made to each of them
PC4. call clients and prospects to seek meeting
PC5. meet client to offer new services and take feedback for current services
PC6. identify client’s business need and offer customized and bundled solutions
PC7. negotiate on costs, close the deal and collect organizational and payment
details of the client
PC8. take client's feedback before leaving
PC9. update information into ERP, inform the relevant departments on sale
closure
Maintain customer To be competent, the user/ individual must be able to:

relations PC10. regularly interact with the client over phone, emails or personal visits and
quickly respond to their queries
PC11. address the query raised by the customers effectively and timely
PC12. take appropriate actions on escalations raised by customers
PC13. handle customer grievances such as damage or tampering of shipment,
extra charges levied, failure to deliver as per commitment, delays etc.
PC14. provide regular information to clients regarding new offerings, discounts,
customised solutions, etc.
Co-ordinate with To be competent, the user/ individual must be able to:
government officials, PC15. liaise with customs, Partner Government Agencies (PGAs), other Govt.
vendors and departments, etc. and build professional relations with them
contractors PC16. analyse and manage insurance claim requests
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PC17. co-ordinate with marketing agencies for publicity of services of the

company
PC18. negotiate with carriers, warehouse and transport operators, custom
brokers, insurance company representatives, vendors, etc. for services,
preferential rates, service level agreements (SLA), payment period, etc.
PC19. co-ordinate with labour contractor and local vendors for sufficient
workforce, carrier vehicle availability as per work demand
The individual on the job needs to know and understand:
A. Organizational
KA1. vision, mission and values of the company
context KA2. company’s reporting structure to support and expedite project acivities
(Knowledge of the KA3. company’s policy and work instructions on quality standards as well as
company / documentation policy
KA4. importance of the individual’s role in the workflow
organization and
KA5. company’s policy on business ethics and code of conduct
its proses) KA6. business and performance of the company
KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.
KA9. procedures for dealing with loss or damage to goods
KA10. value of items handled and implications of damage/loss of the same
KA11. risk and impact of not following defined work, safety and security procedures
KA12. company policy defined Turnaround Time (TATs) and output metrics for daily
operations
KA13. just in time (JIT) mode of inventory management
KA14. coding system followed to label items
KA1. the Information Technology (IT) system and ERP system of the organization

knowledge KB1. process flow of service operation, value chain and basic supply chain value
map within the sub sector
KB2. state/country taxes and routing
KB3. local and global geographical knowledge
KB4. use of ERP software
KB5. use of tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, etc.
KB9. transit rules and regulations
KB10. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB11. customer relationship management
KB12. about contract management and SLA
KB13. factors for evaluation of performance of vendors
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Skills (S)
A. Core skills/ generic Reading skills
skills The user/ individual on the job needs to know how to read:
SA1. company quality policy, work instructions and customer requirement
SA2. transit rules and trade policies
SA3. regulatory requirement associated with custom clearance
SA4. e-mails, invoices, letters, notes, memos, agreement reports, etc.
Writing skills
The user/ individual on the job needs to know how to:
SA5. write e-mails and letters to government officials, customers, vendors, etc.
SA6. note information about vendors on factors like quality of service,on-time
order completion, cooperation etc
SA7. listen and understand the requirements of the client
SA8. communicate with clients, government officials and other external
stakeholders by using various communication channels
SA9. exchange information with other managers, supervisory and operational staff
at all levels
SA10. carefully listen to vendor concerns and issues
SB1. decide corrective measures to improve customer ratings
SB2. decide actions to be taken on escalations raised by the customer
SB3. decide appropriate action for poor performance and lack of cooperation by
vendor/ Third-party logistics (3PL)
SB4. identify and prioritise on select clients and prospects for generating business
Plan and organize
SB5. liaison with customers, government officials, vendors and staff to ensure that
smooth functioning of service centre/office
SB6. plan and organise review meetings with vendors, contractors
SB7. organise projects/ training plans for performance improvement
Customer centricity
SB8. take prompt action on queries raised by the customer
SB9. address customer requirement and offer customised or bundled solutions
SB10. suggest ideas and solutions to increase customer loyalty and satisfaction
Problem solving
SB11. resolve the queries raised by customers as well as goverment officals
SB12. address the queries raised by vendors, contractors and other external
stakeholders
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Analytical thinking
The user/ individual on the job needs to know and how to:
SB13. identify the factors that helped improve customer satisfaction
SB14. identify commonly preferred bundles and customisations
SB15. analyse reasons for customer dis-satisfaction
SB16. identify areas that are crucial for performance improvement
Critical thinking
SB17. improve work processes by adopting best practices
SB18. act upon constructively on any problems as identified
SB19. handle personality clashes effectively
NOS Version Control
NOS Code LSC/N9701

Sales and marketing/ business
Occupation Next review date 01/03/2019
development
44
LSC/N9603 Profit and loss account management and cost accounting
Overview
This unit is about Profit and loss account management and cost accounting
45
Unit Code LSC/N9603

Unit Title
Profit and Loss account management and cost accounting

(Task)
Description This unit is about about Profit and loss account management and cost accounting
• Profit and loss account management and review
• Analysis of activity based costs
Range: Computers, Management information system (MIS), Enterprise resource
planning (ERP), performance review softwares
Performance Criteria(PC) w.r.t. the Scope
Profit and Loss To be competent, the user/ individual must be able to:
account management PC1. review department wise budgets and make amendments if required
and review PC2. collate and prepare annual budgets along with sales and profit targets
PC3. schedule both capital and operational expenses accordance to the budget
PC4. analyse and review the profit and loss performance for the unit
PC5. analyse profitability and business performance trends department wise
PC6. periodically analyse variances in the expenditure with respect to the budget
and accordingly take corrective actions
PC7. periodically analyse the physical output and performance with respect to the
budget and identify places for improvements
PC8. undertake adequate risk management so as to meet Key Performance targets
PC9. manage and control budgets of different departments on a periodic basis to
optimise financial performance
Analysis of activity To be competent, the user/ individual must be able to:
based costs PC10. periodically review activity and department financial performance
PC11. identify the activities having high variance with respect to the budgeted costs
or the forecasted revenue
PC12. analyse the actual cost w.r.t physical output to draw inferences
PC13. identify reasons in discussion with department and take remedial and
corrective actions where-ever required
PC14. work towards rationalizing the cost of the activity wise operations to achieve
higher financial goals

context KA1. vision, mission and values of the company
(Knowledge of KA2. company’s reporting structure to support and expedite project acivities
the company / KA3. company’s policy and work instructions on quality standards as well as
organization and documentation policy
its processes) KA4. importance of the individual’s role in the workflow
KA5. company’s policy on business ethics and code of conduct
46
KA6. business and performance of the company

KA7. knowledge repository and various projects done by the company
KA8. occupational health and safety standards, handling of special and dangerous
goods, etc.
KA9. procedures for dealing with loss or damage to goods
KA10. value of items handled and implications of damage/loss of the same
KA11. risk and impact of not following defined work, safety and security procedures
KA12. company policy defined Turnaround Time (TATs) and output metrics for daily
operations
KA13. coding system followed to label items
KA15. organizational goal for the year as well as branch/ territory targets

knowledge KB1. process flow of service operation and understanding of basic supply chain
value chain
KB2. state/country taxes and routing
KB3. local and global geographies
KB4. use of ERP software and the MIS
KB5. use of tools for documentation: MS excel and MS Word, etc.
KB6. basics of statistical and quantitative analysis tools
KB7. use of spreadsheets to tabulate and analyze the data
KB8. structure and implications of fees and charges involved in transportation,
warehousing, processing clearances, etc.
KB9. transit rules and regulations
KB10. working and capacities of different Material Handling Equipment (MHEs) and
other equipment used for handling the shipment
KB11. procurement related concepts like Purchase order (PO), Invoices, procedures
etc.
KB12. significance of team coordination to achieve revenue and productivity targets
of the organisation
KB13. various techniques for performance improvement and cost accounting
KB14. budgeting excercises
Skills (S)
SA1. company’s work instructions, customer requirement and quality policy
SA2. egal policies and regulations
SA3. internal communications memorandums
SA4. written instructions, standard operating procedures
SA5. Standard Operating Procedure (SOPs) and documents required for all
operational activities
SA6. inferences drawn from the system reports
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SA7. financial statements
Writing skills
SA8. maintain the record of as per company’s policy
SA9. make the note of instructions to team members
SA10. develop operating procedures and update them
SA11. write communications, letters, etc.
SA12. prepare daily reports, checklists
SA13. prepare reports and presentations based on data analytics and ERP reports
SA14. communicate with client, external coordinators, internal staff effectively
SA15. motivate employees
SA16. share experiences and provide guidance to juniors and peers
The user/ individual on the job needs to know and understand how to:
SB1. assess business performance to identify need for interventions
SB2. identify areas for improvement and accordingly suggest remedial action
SB3. identify areas for budget modifications and budget cuts
SB4. decide on ways to improve performance
Plan and organize
SB5. plan and organise performance review sessions
SB6. make action plan for performance improvement
SB7. organise projects/ training plans for performance improvement
SB8. monitor the activities of the performance improvement plan
Customer centricity
SB9. sensitive employees towards customer requirements
SB10. focus on customer satisfaction as a key part of the performance review
Problem solving
SB11. identify reasons for variances and resolve them in discussion with team and
management
SB12. suggest new technologies, capital purchases, operational strategies to
enhance operational and financial performance
Analytical thinking
SB13. analyze reasons for variances across departments
SB14. compare with past trends to see if it is seasonal or cyclical in nature
SB15. identify areas that are crucial for improvement and accordingly revisit
budgets
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Critical thinking
SB16. assess the financial performance and make strategic decisions regarding
budgets, focus areas
SB17. motivate and ensure output so as to achieve financial goals
NOS Version Control
NOS Code LSC/N9603

Occupation Management Next review date 01/03/2019
49
Qualification pack for Courier Supervisor
Annexure
Nomenclature for QP and NOS
Qualifications Pack
9 characters
[ABC]/ Q 0101
[Insert 3 letter codes for SSC] QP number (2 numbers)
Q denoting Qualifications Pack Occupation (2 numbers)
Occupational Standard
An example of NOS with ‘N’ 9 characters

[ABC] /N0101
[Insert 3 letter code for SSC] OS number (2 numbers)
N denoting National Occupational Standard Occupation (2 numbers)
Back to top…
50
The following acronyms/codes have been used in the nomenclature above:
Range of Occupation
Sub-sector
numbers
Warehousing 1 to 9
Land Transportation 10 to 14
EXIM/ Freight
Forwarding/ Customs 21 to 23
Clearance
Courier/Express 15 to 20
E-Commerce 24 to 30
Supply Chain 31 to 34
Port Terminals, ICD and
35 to 41
CFS
Inland Waterways 42 to 46
Liquid Logistics 47 to 49
Air Cargo Operations 61 to 62
Rail Logistics 50 to 55
Cold Chain Logistics 86 to 94
Generic Occupations 95 to 99
Sequence Description Example
Three letters Industry name LSC

Slash / /
Next letter Whether QP or NOS Q/N
Next two numbers Occupation code 01
Next two numbers OS number 01
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CRITERIA FOR ASSESSMENT OF TRAINEES

Qualification Pack LSC/Q1903
Sector Skill Council Logistics
Guidelines for Assessment
1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance
Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of
marks for Theory and Skills Practical for each PC
2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC
3. Individual assessment agencies will create unique question papers for theory part for each candidate at each
examination/training center (as per assessment criteria below)
4. Individual assessment agencies will create unique evaluations for skill practical for every student at each
examination/training center based on this criterion
5. To pass the Qualification Pack, every trainee should score a minimum of 70% in every NOS
6. In case of unsuccessful completion, the trainee may seek re-assessment on the Qualification Pack
Compulsory NOS
Total Marks: 600 Marks Allocation
Assessment Total Out Skills
Assessment Criteria for Outcomes Theory
Outcomes Marks of Practical
PC1. obtain order details such as transport plans,
delivery schedules, priority orders, weekly work 8 3 5
allocation
PC2. develop daily work plan factoring in priority
8 3 5
cases, cases requiring exceptional handling
PC3. get the work plan approved from the manager 7 2 5
LSC/N1909 PC4. allocate tasks to workers and associates 7 2 5
Allocate PC5. budget and allocate the requisite MHE for
7 2 5
resources different tasks at hand
and PC6. identify priorities as and when they come and 100 7 2 5
streamline allocate adequate resources to address them
operations in
courier hub/ PC7. provide guidance to assistants and workers
7 2 5
branch when they get stuck
PC8. suggest possible solutions, work around and to
7 2 5
resolve issues
PC9. escalate the matter to manager for external
7 2 5
technical help
PC10. coordinate with other departments to plan
7 2 5
movement shipments
52
PC11. liaison with officials and external stakeholders

7 2 5
to streamline operations
PC12. conduct field inspections to review the status
7 2 5
of different on-going activities
PC13. conduct inspection of operational area,
7 2 5
warehouse for safety, cleanliness, etc.
PC14. identify cases that require allocation of
7 2 5
additional resources
100 30 70
PC1. track and monitor loading, unloading, sorting
10 3 7
and binning activities
PC2. review and inspect shop floor for cleanliness,
9 2 7
errors, damages, etc.
PC3. inspect material handling equipment for
9 2 7
fitness, highlight and escalate cases requiring repairs
PC4. obtain real time updates from the delivery and
collection executives on delivery/pick-up activities
9 2 7
and follow-up with the executives to check the
status, if the updates are not received
PC5. monitor loading, unloading and other
LSC/N1910 operational activities for adherence to timeliness and 9 3 6
Supervise accuracy
courier PC6. provide solution for on-ground staff regarding
delivery escalations related to missing shipment, parcel 100
9 3 6
centre and handling damages, missing documents, quarantine
hub requirements etc.
operations PC7. identify bottlenecks, delays and issues and
9 3 6
allocate alternate or additional resources as required
PC8. escalate critical and delayed cases to
9 3 6
management for resolution
PC9. obtain daily status from associates regarding
the operations completed, accidents, delays and 9 3 6
damages
PC10. report on daily damages, MHE repair
requirements, accidents, transport delays in pickups 9 3 6
and deliveries to manager
PC11. suggest ideas to streamline operations to
9 3 6
increase efficiency
100 30 70
LSC/N1911 PC1. obtain the list of deliveries to be made during
5 1 4
Supervise the day
100
last mile PC2. prioritize the shipment to be delivered/picked-
5 1 4
operations up based on the deadlines
53
PC3. prepare route map factoring in traffic, external

environments and regulations for delivery activities 5 1 4
for the day
PC4. review the vehicle inspection reports for
5 1 4
conformance to fitness requirement
PC5. allocate tasks to delivery associates 5 1 4
PC6. communicate the route plan to the executive
5 1 4
for feeding into the system
PC7. review the report on readiness of the vehicle
5 1 4
with appropriate documents
PC8. track the outbound shipments via GPS 5 1 4
PC9. monitor movement of delivery transport
5 1 4
vehicles in accordance with the schedule
PC10. identify the cases of delays, vehicle
breakdowns, etc. and arrange for alternate delivery 5 1 4
channels
PC11. resolve issues of the delivery truck drivers and
executives, where drivers unable to connect to 5 2 3
customer
PC12. resolve queries on on-ground staff and
5 2 3
associates to ensure smooth operations
PC13. coordinate with authorities to resolve issues
5 2 3
wherein trucks are stuck
PC14. coordinate with clients and customers where
5 2 3
the executive is facing issues
PC15. escalate cases of expected delays and critical
5 2 3
issues to management for further action
PC16. obtain daily status from delivery and pickup
5 2 3
drivers
PC17. obtain payments from the delivery associates,
verify with respect to invoicing and handover cash to 5 2 3
the accounts team
PC18. compile list of undelivered shipments and
5 2 3
contact consignees of undelivered shipments
PC19. prepare daily operation reports in terms of
courier movement, total loading and unloading
5 2 3
activities, resource utilization and manpower
deployment
PC20. report on daily damages, MHE repair
requirements, accidents, transport delays in pickups 5 2 3
and deliveries etc.
100 30 70
LSC/N9908 PC1. obtain order details such as transport plans,
Maintain and delivery schedules, priority orders, weekly work 100 9 4 5
monitor allocation
54
integrity and PC2. develop daily work plan factoring in priority

8 3 5
ethics cases, cases requiring exceptional handling
PC3. get the work plan approved from the manager 8 3 5
PC4. allocate tasks to workers and associates 8 3 5
PC5. budget and allocate the requisite MHE for
8 3 5
different tasks at hand
PC6. identify priorities as and when they come and
8 3 5
allocate adequate resources to address them
PC7. provide guidance to assistants and workers
8 3 5
when they get stuck
PC8. suggest possible solutions, work around and to
8 3 5
resolve issues
PC9. escalate the matter to manager for external
7 3 4
technical help
PC10. coordinate with other departments to plan
7 3 4
movement shipments
PC11. liaison with officials and external stakeholders
7 3 4
to streamline operations
PC12. conduct field inspections to review the status
7 3 4
of different on-going activities
PC13. conduct inspection of operational area,
7 3 4
warehouse for safety, cleanliness, etc.
100 40 60
PC1. make note of all safety processes with
6 2 4
reference to area of operation
PC2. wear all PPE such as goggles, ear plugs, helmet,
6 2 4
mask, shoes, etc. as applicable
PC3. follow organizational protocol to deploy action
in case of signs of any emergency situation or 6 2 4
accident or breach of safety
LSC/N9909
PC4. undertake periodical preventive health check
Follow and 6 2 4
ups
monitor
PC5. follow necessary standard operating 100
health, safety
procedures (SOP) and precautions while handling 6 2 4
and security
dangerous and hazardous goods
procedures
PC6. follow security procedures like green gate in
6 2 4
port, customs area, factory security, etc.
PC7. comply with data safety regulations of the
6 2 4
organisation
PC8. ensure loaders / unloaders follow standard
safety procedures while handling hazardous / fragile 6 2 4
cargo and move only on the designated pathway
55
PC9. recognise unsafe conditions and safety

practices at the workplace and report it to concerned 6 2 4
authority
PC10. implement 5S at workplace 6 2 4
PC11. inspect the activity area and equipment for
5 2 3
appropriate and safe condition
PC12. check if stacking is done at defined height and
6 3 3
is not on the walk way
PC13. check if walk way is free from grease/ oil 6 3 3
PC14. check if emergency fire alarms, water
sprinklers and smoke detectors are installed at all 6 3 3
places
PC15. participate in fire drills 6 3 3
PC16. check if standard material handling procedure
6 3 3
are being followed
PC17. check if cargo has passed security checks and
5 3 2
report in case of any violation
100 40 60
PC1. verify and approve daily invoicing 9 4 5
PC2. check for errors in calculating taxable value
8 3 5
and tax value after applying applicable rate of GST
PC3. check if that Integrated Goods and Services Tax
(IGST) is chargeable on the invoices raised for export 8 3 5
of goods/services
PC4. check if GST is payable under reverse charge in
8 3 5
case of unregistered party
PC5. verify and approve separate notification in case
8 3 5
of exemption
PC6. review and approve vendor invoices and
LSC/N9907
ensure that all the mandatory particulars are 8 3 5
Verify and
mentioned on the invoice 100
review GST
PC7. verify if the goods/services are procured from
application 8 3 5
registered vendor
PC8. check for pending litigation cases under earlier
8 3 5
regime
PC9. review sales invoice and check if record is
7 3 4
maintained properly
PC10. coordinate with finance department for any
7 3 4
updating in GST law
PC11. check that the payment received from the
7 3 4
client is including applicable taxes
PC12. assist in verifying and reviewing monthly
7 3 4
returns
56
PC13. monitor maintenance record of taxes paid and

7 3 4
acknowledgment of the returns filed
100 40 60
Options
Option 1 - Custom clearance support
PC1. check that new regulations on customs are
3 1 2
understood by the team and implemented
PC2. clarify team’s queries in regard to customs
3 1 2
clearance process
PC3. check if the classification of product is under
correct Harmonized System of Nomenclature (HSN)
3 1 2
codes and see the associated benefits (under
schemes, etc.)
PC4. compute duties and tariffs levied to and from
foreign destinations and export schemes and 4 1 3
drawbacks
PC5. check for Rules of Origin (ROO) certificate
3 1 2
availability and authenticity
PC6. check and file bill of entity (BoE) of the
LSC/N2343
importer – shipping bills; and Bill of Lading (BoL) for 4 1 3
Supervise
the exporter
Customs
PC7. collect debit note from shipping companies 3 1 2
clearance
PC8. verify the documents consigned to assistants
activities 4 1 3
for customs processing and clearance 100
PC9. respond to any queries related to customs
4 1 3
documentation
PC10. coordinate and collect duty orders (D.O) and
3 1 2
payments
PC11. check if clearance of shipment is done on
3 1 2
time without delay
PC12. inspect all EXIM documentation as required
4 1 3
for customs clearance
PC13. monitor packaging and labelling of cargo 3 1 2
PC14. inspect goods/ cargo while unloading and
4 1 3
ensure there is no damage during the transit
PC15. communicate with the transport supervisor
3 1 2
to arrange for the cargo transportation
PC16. coordinate and update the status of cargo in
3 1 2
the portal
PC17. cross check and verify if all approved
documents are received and submitted to the 4 1 3
documentation executive for filing
57
PC18. prepare import and export declarations 4 1 3

PC19. liaise with customs and other governing
authorities regarding different regulatory 4 1 3
requirements
PC20. communicate with customs officials to
obtain release of incoming or outgoing freight and 4 1 3
resolve delays
PC21. respond to any queries raised by the customs
4 2 2
official
PC22. accompany the customs inspector for a
3 1 2
random package check, as required
PC23. respond to any objection raised by customs
3 1 2
authorities on the cargo and the details
PC24. check if the receiving is taken for ‘Out of
Customs charge/ Let Export’ approval on clearance by 3 1 2
customs official
PC25. prepare import and export declarations and
4 1 3
process it through various departments at customs
PC26. liaise with customs and other governing
authorities for any issues that will arise during 4 1 3
clearance of cargo
PC27. communicate with customs officials as
appropriate to obtain release of incoming or outgoing 3 1 2
freight and resolve delays
PC28. represent the client and company on all
3 1 2
matters related to customs
PC29. coordinate and follow-up with clients on
3 1 2
payments
100 30 70
Option 2- Business development

PC1. obtain a list of existing clients and new
6 2 4
prospects from the company's sales database.
PC2. prepare sales targets and relationship strategies 6 2 4
PC3. prioritize the clients for contacting, based on
LSC/N9701
the previous relationship building calls made to each 6 2 4
Business
of them
development
PC4. call clients and prospects to seek meeting 100 6 2 4
and
PC5. meet client to offer new services and take
stakeholder 6 2 4
feedback for current services
relations
PC6. identify client’s business need and offer
5 1 4
customized and bundled solutions
PC7. negotiate on costs, close the deal and collect
5 1 4
organizational and payment details of the client
58
PC8. take client's feedback before leaving 5 1 4

PC9. update information into ERP, inform the
5 1 4
relevant departments on sale closure
PC10. regularly interact with the client over phone,
emails or personal visits and quickly respond to their 5 1 4
queries
PC11. address the query raised by the customers
5 1 4
effectively and timely
PC12. take appropriate actions on escalations raised
5 1 4
by customers
PC13. handle customer grievances such as damage
or tampering of shipment, extra charges levied, 5 1 4
failure to deliver as per commitment, delays etc.
PC14. provide regular information to clients
regarding new offerings, discounts, customised 5 2 3
solutions, etc.
PC15. liaise with customs, Partner Government
Agencies (PGAs), other Govt. departments, etc. and 5 2 3
build professional relations with them
PC16. analyse and manage insurance claim requests 5 2 3
PC17. co-ordinate with marketing agencies for
5 2 3
publicity of services of the company
PC18. negotiate with carriers, warehouse and
transport operators, custom brokers, insurance
company representatives, vendors, etc. for services, 5 2 3
preferential rates, service level agreements (SLA),
payment period, etc.
PC19. co-ordinate with labour contractor and local
vendors for sufficient workforce, carrier vehicle 5 2 3
availability as per work demand
100 30 70
Option 3 - P&L Management
PC1. review department wise budgets and make
10 3 7
amendments if required
PC2. collate and prepare annual budgets along with
10 3 7
LSC/N9603 sales and profit targets
Profit and PC3. schedule both capital and operational expenses
9 2 7
loss account accordance to the budget
100
management PC4. analyse and review the profit and loss
9 2 7
and cost performance for the unit
accounting PC5. analyse profitability and business performance
8 2 6
trends department wise
PC6. periodically analyse variances in the
6 2 4
expenditure with respect to the budget and
59
accordingly take corrective actions

PC7. periodically analyse the physical output and
performance with respect to the budget and identify 6 2 4
places for improvements
PC8. undertake adequate risk management so as to
6 2 4
meet Key Performance targets
PC9. manage and control budgets of different
departments on a periodic basis to optimise financial 6 2 4
performance
PC10. periodically review activity and department
6 2 4
financial performance
PC11. identify the activities having high variance with
respect to the budgeted costs or the forecasted 6 2 4
revenue
PC12. analyse the actual cost w.r.t physical output to
6 2 4
draw inferences
PC13. identify reasons in discussion with department
and take remedial and corrective actions where-ever 6 2 4
required
PC14. work towards rationalizing the cost of the
activity wise operations to achieve higher financial 6 2 4
goals
100 30 70
Annexure: Trainer qualification and equipment requirement
Trainer Qualification –
• Graduate with minimum 7 years (with minimum 3 years of experience as Supervisor/ Manager) of
experience in Courier/ Express operations (or)
• Diploma/ Class XII pass with minimum 10 years (with minimum 3 years of experience as Supervisor/
Manager) of experience in Courier/ Express operations (or)
• Class X pass with minimum 12 years (with minimum 3 years of experience as Supervisor/ Manager)
of experience in Courier/ Express operations (or)
• Detailed knowledge of Courier operations management including goods receipt and dispatch, hub/
branch management, customs clearance, inventory management, first mile and last mile delivery,
documentation, handling of perishable/ high value/ furniture and household shipments, resource
management, and budgeting
• Has supervisory skills with good knowledge of IT systems in Courier/Express, and reporting and data
management skills
• The trainer should have the ability to read write and communicate in vernacular language, Hindi and
English
Training equipment - Stationery, Radio Frequency Identification (RFID) scanner, bar code scanner,
plastic bags, markers, Personal Protective Equipment (PPEs), Enterprise Resource Planning (ERP),
60
computer, printers, projector, Global Positioning System (GPS) tracker, Material Handling Equipment
(MHEs), alarms, safety guidelines, safety signs, GST guidelines, MS Office, Indian Customs EDI System
(ICES), Indian Customs Electronic commerce Gateway (ICEGATE), Remote EDI System (RES), business
lead software, performance review software, SOP, etc.
61

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QUALIFICATIONS PACK - OCCUPATIONAL STANDARDS FOR LOGISTICS SECTOR

➢ OS describe what 4. OS Units……………………..……..…….... .. P8

Logistics Skill Council

Option 1: Customs clearance support

Option 2: Business development

Option 3: Profit management

Personal Attributes: A courier supervisor should have good communication and

Qualifications Pack Code LSC/Q1903

Sub-sector Courier/ express services Last reviewed on 04/05/2019

Occupation Hub / Branch Operation Next review date 04/05/2022

NSQC Clearance on DD/MM/YYYY

Job Role Courier Supervisor

Optional (Not mandatory):

Option 1: Customs Clearance Supervision

Option 3: Profit Management

Performance Criteria As described in the relevant OS units

Keywords /Terms Description

3PL Third-party logistics

This unit is about allocating resources and streamlining operations

Allocate resources and streamline operations

Plan and organize

NOS Version Control

NOS Code LSC/N1909

Supervise courier delivery centre and hub operations

To be competent, the user/individual on the job must be able to:

Knowledge and Understanding (K)

Plan and Organize

NOS Version Control

NOS Code LSC/N1910

This unit is about supervising operations at last mile

Unit Code LSC/N1911

Supervise last mile operations

To be competent, the user/individual on the job must be able to:

To be competent, the user/individual on the job must be able to:

Knowledge and understanding (K)

SA3. read information from ERP and computer generated reports

Plan and organize

NOS Code LSC/N1911

Maintain and monitor integrity and ethics

NOS Version Control

NOS Code LSC/N9908

Unit Code LSC/N9909

Follow and monitor health, safety and security procedures

Performance Criteria(PC) w.r.t. the scope

Knowledge and understanding (K)

Oral communication (listening and speaking skills)

B. Professional skills Decision making

Plan and organize

NOS Version Control

NOS Code LSC/N9909

Credits(NSQF) TBD Version number 1.0

Unit Code LSC/N9907

Verify and review GST application

Performance Criteria(PC) w.r.t. the scope

B. Technical The individual on the job needs to know:

Oral communication (listening and speaking skills)

B. Professional Skills Decision making