Manufacturing &amp; Engineering

39 guidance points5 criteria

Contribute to improvements

This element focuses on developing the skills and knowledge required to actively contribute to continuous improvement within a clay building products manufacturing environment. Learners will explore methods for identifying improvement opportunities, proposing solutions, and supporting their implementation, all while adhering to workplace health, safety, and quality standards. Practical application centres on using standard improvement techniques to enhance production efficiency, reduce waste, and maintain product consistency.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture +2 more

Assess occupational competence in the work environment

This subtopic focuses on the principles and practices of assessing occupational competence within manufacturing and engineering work environments. It covers the planning of valid and reliable assessments, making evidence-based decisions, providing constructive feedback and completing documentation, and ensuring compliance with legal, regulatory, and ethical standards. Practical application involves tailoring assessment methods to technical roles such as CNC machining, welding, or maintenance, while adhering to health and safety and data protection requirements.

OAL Level 4 Diploma In Learning and Development

Monitor and control the quality of wood fuel products

This subtopic focuses on the systematic monitoring and control of wood fuel product quality throughout production. Learners must demonstrate the ability to perform quality checks against specified standards, such as moisture content, particle size, and contamination levels, and take corrective actions when deviations occur. Mastery ensures compliance with industry specifications and customer requirements, essential for efficient biomass energy production.

OAL Level 3 NVQ Diploma in Managing Wood Fuel Production

Behavioural safety in the workplace

This subtopic focuses on the practical application of behavioural safety principles to identify, measure, and modify at-risk behaviours in the workplace, aiming to embed a proactive safety culture. Learners will explore how to systematically observe work activities, provide constructive feedback, and intervene effectively to prevent incidents, moving beyond traditional compliance-based approaches to foster personal responsibility and continuous improvement in safety performance.

OAL Level 3 Award in Behavioural Safety in the Workplace

Facilitate learning and development in groups

This element focuses on the principles and practices of facilitating group-based learning and development within vocational contexts. It covers planning and delivering group sessions, managing group dynamics, and enabling learners to transfer skills to the workplace. Learners will develop techniques to support reflective practice and continuous improvement in group learning environments.

OAL Level 3 Award In Facilitating Learning and Development, OAL Level 4 Diploma In Learning and Development

Principles of food allergens and allergen control

This subtopic introduces the essential principles of food allergens and intolerances, differentiating between IgE-mediated allergies and non-allergic reactions, and establishes the legal and ethical responsibilities for allergen management in food businesses. It equips learners with knowledge to identify common allergens, assess risks of cross-contamination, and implement effective control measures. The critical role of accurate and accessible allergen information, including labelling and verbal communication, is emphasised to safeguard consumers and meet UK regulatory standards.

OAL Level 2 Award in Food Allergen Awareness and Control

Applying for a job

This element focuses on the practical skills required to successfully secure employment within the furniture sector, including the ability to identify relevant job vacancies through appropriate channels and to complete application forms accurately and effectively. Learners will develop an understanding of how to present their skills and experiences in a way that meets the expectations of furniture industry employers.

OAL Level 1 Diploma In Furniture Occupations

Automation, instrumentation and digitalisation in food and drink maintenance engineering

This subtopic equips learners with the knowledge and skills to maintain and configure advanced automation, instrumentation, and digital systems specific to food and drink manufacturing. It covers safety circuits, PLCs, sensors, motion control, calibration techniques, and the integration of digital tools for enhanced efficiency and traceability. Practical competency in installing and using these technologies ensures learners can uphold production reliability and hygiene standards essential in the sector.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Manage the achievement of customer satisfaction

This element focuses on equipping managers with the skills to understand, implement, and oversee customer service standards to drive satisfaction. It emphasises creating sustainable processes, leading teams, fostering a supportive culture, and monitoring outcomes for continuous improvement, directly applicable to manufacturing and engineering environments where client relationships and service delivery are critical.

OAL Level 4 Award in Learning and development, OAL Level 4 Diploma In Learning and Development

Principles of health and safety in food supply chain operations

This element covers the fundamental principles of health and safety within food supply chain operations, including legal responsibilities, hazard identification, risk assessment, and incident response. It equips learners with the knowledge to maintain a safe working environment, protect food integrity, and comply with regulatory standards, ensuring both employee welfare and consumer safety.

OAL Level 2 Award in Health and Safety in the Food Supply Chain Business

Conduct quality and sensory evaluation in food and drink operations

This subtopic equips learners with the knowledge and skills to conduct objective sensory evaluations and implement quality control testing procedures to ensure food products meet specified standards and consumer expectations. It covers sampling techniques, sensory panel management, and the critical role of traceability in maintaining product integrity throughout the supply chain.

OAL Level 3 Diploma in Food Technology

Principles of food safety in catering

This element covers the cornerstone principles of food safety in catering, emphasizing the shared accountability of individuals and organizations to prevent foodborne illness. Learners explore the critical importance of hygienic design, cleaning protocols, and safe operational practices in food preparation and service. Mastering these principles is essential for anyone working in commercial kitchens to protect public health and meet legal requirements.

OAL Level 2 Award in Food Safety

OAL Level 3 End-point assessment for ST0963 Surface Finisher - Core Content

This subtopic covers the essential knowledge and practical skills required for a Surface Finisher at Level 3, focusing on preparing surfaces and applying finishes such as paint, powder, or electroplated coatings. It emphasizes understanding substrate properties, selecting appropriate techniques, and ensuring compliance with health, safety, and environmental regulations. Learners will demonstrate competency through hands‑on application, quality inspection, and adherence to industry specifications and work instructions.

OAL Level 3 End-point assessment for ST0963 Surface Finisher

OAL Level 2 End-point assessment for ST0199 Food and Drink Process Operator - Core Content

This subtopic encompasses the essential knowledge, skills, and behaviours required of a food and drink process operator, including health, safety, and hygiene compliance, operation and monitoring of production equipment, quality assurance procedures, and continuous improvement practices. It prepares apprentices for the end-point assessment by covering core competencies in line with industry standards and the apprenticeship standard ST0199.

OAL Level 2 End-point assessment for ST0199 Food and Drink Process Operator

OAL Level 3 End-point assessment for ST0196 Food and Drink Advanced Process Operator - Core Content

This subtopic consolidates the core competencies required by the Food and Drink Advanced Process Operator (ST0196) to operate, monitor and improve complex production processes. It integrates essential knowledge of food safety, quality management, environmental awareness and operational efficiency with hands-on application in a real manufacturing environment. Assessment focuses on the ability to apply this knowledge in practical contexts, demonstrate consistent competency in core skills, and uphold rigorous industry standards.

OAL Level 3 End-point assessment for ST0196 Food and Drink Advanced Process Operator

OAL Level 3 End-point assessment for ST0198 Food Technologist - Core Content

This subtopic covers the essential competencies a Food Technologist must demonstrate during the end-point assessment, integrating scientific knowledge with practical application to ensure food safety, quality, and innovation. It assesses the ability to manage food production processes, comply with legislation, and drive continuous improvement in a manufacturing environment.

OAL Level 3 End-point assessment for ST0198 Food Technologist

OAL Level 3 End-point assessment for ST0654 Fitted Furniture Design Technician - Core Content

This topic covers the essential core knowledge, skills, and behaviours required of a Fitted Furniture Design Technician, focusing on interpreting client requirements, producing detailed designs using CAD, selecting appropriate materials, and ensuring compliance with building regulations and industry standards. Learners must demonstrate competency in creating functional and aesthetically pleasing fitted furniture solutions for domestic and commercial spaces, while considering sustainability, manufacturability, and installation constraints.

OAL Level 3 End-point assessment for ST0654 Fitted Furniture Design Technician

OAL Level 3 End-point assessment for ST0196 Food and Drink Technical Operator - Core Content

This subtopic covers the fundamental principles and practices essential for the role of a Food and Drink Technical Operator. It bridges theoretical knowledge of food safety, quality management, and production technology with the practical skills required to safely operate, monitor, and control production processes. Mastery of this core content ensures operators can maintain product quality, comply with regulatory standards, and contribute to continuous improvement within a fast-paced manufacturing environment.

OAL Level 3 End-point assessment for ST0196 Food and Drink Technical Operator

OAL Level 2 End-point assessment for ST0203 Furniture Manufacturer - Core Content

This subtopic encompasses the essential knowledge and practical skills required for a Level 2 Furniture Manufacturer. It focuses on safe workshop practices, material selection, hand and power tool usage, joint construction, assembly, and finishing techniques, forming the foundation for producing quality furniture to industry standards.

OAL Level 2 End-point assessment for ST0203 Furniture Manufacturer

Control risk in FMCG supply chain practice

This subtopic focuses on the systematic identification, assessment, and management of risks within fast-moving consumer goods (FMCG) supply chains. Learners will explore practical methods for mapping supply chain vulnerabilities, applying key performance indicators (KPIs) to monitor risk, and understanding how disruptions can cascade across business functions. The content emphasizes operational resilience and the critical role of escalation procedures in mitigating threats to product availability, quality, and profitability.

OAL Level 3 Diploma in Supply Chain Practice (FMCG)

OAL Level 3 End-point assessment for ST0201 Supply Chain Practitioner (Fast Moving Consumer Goods) - Core Content

This subtopic covers the fundamental principles and practices essential for a competent Supply Chain Practitioner within the Fast Moving Consumer Goods (FMCG) sector. It focuses on the application of end-to-end supply chain processes including demand planning, procurement, logistics, inventory management, and sustainability, ensuring alignment with business objectives and customer requirements. Core skills such as data analysis, stakeholder communication, and problem-solving are applied in practical scenarios to optimize supply chain performance and mitigate risks.

OAL Level 3 End-point assessment for ST0201 Supply Chain Practitioner (Fast Moving Consumer Goods)

OAL Level 2 End-point assessment for ST0982 Furniture Making Operative - Core Content

This subtopic covers the essential knowledge and practical skills required for a Level 2 Furniture Making Operative, focusing on safe working practices, material selection, hand and power tool usage, joint construction, assembly, and finishing. It ensures apprentices can interpret technical drawings, maintain quality standards, and work efficiently in a production environment.

OAL Level 2 End-point assessment for ST0982 Furniture Making Operative

OAL Level 5 End-point assessment for ST0393 Advanced Dairy Technologist - Core Content

This subtopic encompasses the essential knowledge, skills, and behaviours required for an Advanced Dairy Technologist, focusing on the scientific principles of dairy processing, quality assurance, and operational efficiency. It bridges theoretical understanding with practical application across the dairy supply chain, from raw milk handling to final product dispatch. Mastery of this content ensures compliance with food safety legislation, sustainability goals, and industry best practices.

OAL Level 5 End-point assessment for ST0393 Advanced Dairy Technologist

OAL Level 2 End-point assessment for ST0191 Baker - Core Content

This subtopic encompasses the essential knowledge, practical skills, and professional behaviours required of a competent baker, covering food safety, dough production, baking techniques, equipment operation, and quality assurance, as assessed through the end-point assessment's practical observation, professional discussion, and knowledge test.

OAL Level 2 End-point assessment for ST0191 Baker

OAL Level 3 End-point assessment for ST0195 Food and Drink Maintenance Engineer - Core Content

This subtopic encompasses the essential engineering maintenance principles and practices required within the food and drink manufacturing sector. It focuses on ensuring equipment reliability, compliance with stringent hygiene and safety standards, and the application of technical skills to maintain production efficiency. Candidates must demonstrate competency in diagnosing faults, performing preventative maintenance, and adhering to industry regulations such as Hazard Analysis and Critical Control Points (HACCP).

OAL Level 3 End-point assessment for ST0195 Food and Drink Maintenance Engineer

OAL Level 5 End-point assessment for ST0393 Dairy Technologist - Core Content

This subtopic covers the essential competencies and underpinning knowledge required for a Dairy Technologist, focusing on the entire dairy production chain from raw milk intake to finished product distribution. It integrates scientific principles, process control, quality assurance, hygiene standards, and regulatory compliance to ensure safe, high-quality dairy products are manufactured efficiently.

OAL Level 5 End-point assessment for ST0393 Dairy Technologist

OAL Level 2 End-point assessment for ST0078 Butcher - Core Content

This end-point assessment covers core butchering principles and practices. Learners must demonstrate knowledge and practical competency in butchery skills.

OAL Level 2 End-point assessment for ST0078 Butcher

Contribute to the effectiveness of work in a commercial setting

This element enables learners to develop essential workplace skills for the wood fuel production industry. It focuses on systematic planning and organization of personal tasks, effective collaboration with colleagues, and proactive contribution to problem-solving and continuous improvement processes. These competencies ensure operational efficiency, safety, and quality within a commercial wood fuel operation.

OAL Level 2 NVQ Certificate in Producing Wood Fuel

Negotiating, handling objections and closing sales

This element focuses on the critical sales techniques of identifying and resolving customer concerns, engaging in mutually beneficial negotiation, and securing commitment to finalise a transaction. Mastery of these skills ensures customer satisfaction and long-term business relationships, particularly within technical manufacturing and engineering sectors where product complexity demands tailored solutions.

OAL Level 3 Diploma in Customer Service

42 guidance points5 criteria

Comply with health and safety

This element focuses on the essential health and safety knowledge and practical skills required for compliance within a ceramic tile manufacturing environment. Learners will explore hazard identification, risk assessment, and the application of control measures to ensure personal and workplace safety, covering legislation, safe working practices, and emergency procedures specific to the sector.

OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma in Float Glass Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture +2 more

Manage individuals’ performance

This subtopic focuses on the practical techniques and interpersonal skills required to manage both underperformance and sustained individual performance within a manufacturing or engineering team. Learners will explore how to identify performance gaps, conduct constructive feedback sessions, set SMART objectives, and implement supportive measures to foster accountability and continuous improvement. Applying these skills ensures operational efficiency, team morale, and adherence to organisational standards.

OAL Level 2 Diploma in Team Leading, OAL Level 3 Diploma in Management, OAL Level 3 Diploma in Customer Service

20 guidance points3 criteria

Record information in the workplace

This element focuses on the accurate and compliant recording of workplace information within a sanitary ware manufacturing context. Learners will develop skills to document production data, quality checks, and maintenance logs in line with company procedures, while strictly maintaining confidentiality and security. Mastery ensures traceability, supports continuous improvement, and meets legal obligations such as data protection and health & safety regulations.

OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture +2 more

36 guidance points5 criteria

Evaluate and improve learning and development provision

This subtopic focuses on the systematic evaluation of learning and development (L&D) interventions within manufacturing and engineering contexts, using established models such as Kirkpatrick's four levels. It emphasises the collection and analysis of qualitative and quantitative data to assess training effectiveness against organisational key performance indicators (KPIs) and regulatory requirements. Learners will develop the skills to identify areas for improvement, ensuring that L&D provision continuously enhances workforce competence, safety compliance, and operational productivity.

OAL Level 4 Diploma In Learning and Development, OAL Level 4 Award in Learning and development

Participate in a project

This subtopic focuses on developing the skills to effectively participate in and support the delivery of a project within a manufacturing or engineering context. Learners will understand key project management concepts such as scope, time, cost, quality, and risk, and will be able to apply these to assist in planning, executing, monitoring, and closing a project. Practical application includes contributing to project documentation, communicating with stakeholders, and ensuring tasks meet agreed specifications.

OAL Level 3 Diploma in Management, OAL Level 2 Diploma in Team Leading

32 guidance points5 criteria

Build and maintain effective working relationships

This element focuses on the essential interpersonal skills required to establish and sustain productive working relationships within a clay building products manufacturing setting. It covers communication, teamwork, and conflict resolution techniques vital for ensuring smooth production flow, safety compliance, and quality control in a collaborative factory environment.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Float Glass Manufacture +2 more

Principles of food science for food and drink operations

This topic covers the composition and functionality of food, human nutritional requirements, fermentation processes, and shelf-life evaluation. Learners will understand how food science principles apply to food and drink operations.

OAL Level 3 Diploma in Food Technology

Use management systems and analyse data in FMCG supply chain practice

This element focuses on the effective utilization of management and information technology systems to optimize supply chain operations within the fast-moving consumer goods sector. Learners will develop skills in leveraging systems like ERP, WMS, and TMS for real-time inventory tracking, order processing, and demand forecasting, while also analysing large datasets to drive continuous improvement and meet organisational requirements. Practical application ensures efficient resource allocation, cost reduction, and enhanced customer satisfaction in high-volume, time-sensitive supply chains.

OAL Level 3 Diploma in Supply Chain Practice (FMCG)

21 guidance points2 criteria

Provide reception services

This subtopic equips learners with the knowledge and practical skills required to operate a professional reception service within a manufacturing or engineering environment. It covers the entire visitor journey from initial greeting to departure, including security protocols, communication techniques, and administrative tasks, ensuring a positive first impression and efficient handling of enquiries.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Sell wood fuel products

This subtopic covers the competencies required to effectively market, negotiate, and close sales for wood fuel products such as logs, chips, and pellets, while ensuring compliance with quality standards and customer expectations. Learners must demonstrate the ability to prepare sales materials, identify customer needs, handle objections, and finalize transactions, all within the context of sustainable wood fuel production management.

OAL Level 3 NVQ Diploma in Managing Wood Fuel Production

Finishing methods in upholstery and soft furnishing

This element introduces the fundamental finishing techniques used in upholstery and soft furnishing, focusing on the application of trims, fringes, braids, and buttons to enhance both the aesthetic and functional quality of finished items. It covers the selection of appropriate finishing materials, accurate measuring and fixing methods, and the safe use of hand tools and adhesives, ensuring learners can produce neat, durable, and professionally presented soft furnishings such as cushions, curtains, and simple upholstered pieces.

OAL Level 1 Diploma In Furniture Occupations

Mathematical and scientific principles in food and drink maintenance engineering

This subtopic equips learners with the essential mathematical and scientific principles required to maintain and improve food and drink manufacturing operations. It covers the application of numerical techniques to optimize production efficiency, size processing equipment correctly, and troubleshoot engineering challenges. Practical focus is given to ensuring food safety, quality compliance, and resource optimization within a regulated industrial environment.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Encourage innovation

This element focuses on the role of a team leader in fostering a culture of innovation, from spotting potential areas for improvement to systematically generating and testing ideas before implementation. It covers practical techniques to engage team members in creative thinking and frameworks for evaluating and executing innovative solutions within operational constraints.

OAL Level 2 Diploma in Team Leading, OAL Level 3 Diploma in Management

23 guidance points3 criteria

Fire products

Firing is a critical thermal process in sanitary ware manufacturing where shaped clay bodies are subjected to controlled high temperatures to achieve vitrification, strength, and glaze maturation. This subtopic covers the operational knowledge and practical skills to manage kiln loading, firing cycles, and post-fire quality inspection, ensuring products meet structural and aesthetic specifications for commercial use.

OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture

Principles of microbiology for food and drink operations

This subtopic explores the foundational microbiological principles essential for ensuring food safety and quality within food and drink operations. Learners will investigate the classification and assessment of micro-organisms including pathogens, spoilage organisms, and beneficial cultures, alongside environmental factors influencing their growth. The content directly relates to implementing effective hygiene controls, from cleaning and disinfection to environmental monitoring, to prevent contamination and comply with legal and industry standards.

OAL Level 3 Diploma in Food Technology

Furniture making by hand

This element introduces the fundamental hand skills required for furniture making, including the selection and use of basic woodworking tools, accurate measurement and marking out, and the construction of simple joints such as butt and lap joints. Learners will develop the ability to interpret basic working drawings and apply safe working practices to produce small furniture items manually. The focus is on building core competencies in hand tool operation and assembly techniques essential for entry-level furniture manufacturing roles.

OAL Level 1 Diploma In Furniture Occupations

Deliver customer service to challenging customers

This element focuses on equipping learners with the skills and knowledge to effectively manage interactions with customers who present challenging behaviours such as anger, complaints, or unreasonable demands. It covers communication strategies, conflict resolution, and emotional resilience to maintain service excellence and organizational reputation. Practical application involves using these techniques in real-world customer service scenarios to de-escalate tensions and achieve positive outcomes.

OAL Level 3 Diploma in Customer Service, OAL Level 2 Diploma in Customer Service

Facilitate learning and development for individuals

This element focuses on the principles and practices of facilitating effective one-to-one learning and development for individuals in vocational settings. It equips practitioners with the skills to design, deliver, and evaluate tailored learning experiences that meet specific learner needs, enabling them to apply new knowledge and skills in practical contexts. Emphasis is placed on fostering reflective practice to support continuous improvement and professional growth.

OAL Level 4 Diploma In Learning and Development, OAL Level 3 Award In Facilitating Learning and Development

Mechanical maintenance in food and drink maintenance engineering

This subtopic covers the essential mechanical maintenance procedures specific to the food and drink industry, ensuring compliance with safety regulations and operational efficiency. Learners develop skills in safely isolating, dismantling, assembling, and restoring equipment while applying engineering principles and reliability techniques. Practical application focuses on using documentation, interpreting performance data, and adhering to site-specific procedures to maintain hygienic and safe production environments.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Develop working relationships with stakeholders

This element equips learners with the skills to identify, engage, and maintain effective partnerships with internal and external stakeholders critical to manufacturing and engineering operations. It covers mapping stakeholder needs, negotiating collaboration scope, and reviewing relationship effectiveness to drive operational success and continuous improvement.

OAL Level 3 Diploma in Management

32 guidance points4 criteria

Negotiate in a business environment

This subtopic equips learners with the essential skills for successful business negotiations within a customer service context. It covers the theoretical foundations of negotiation principles, practical preparation methods, and the execution of negotiation conversations to achieve positive outcomes for all parties involved.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service, OAL Level 3 Diploma in Management +1 more

Quality assure products

This subtopic focuses on the systematic processes and techniques used to ensure clay building products such as bricks, tiles, and pipes consistently meet specified standards and customer expectations. Learners will explore both the theoretical understanding and practical application of inspection, testing, and process control methods critical to maintaining quality in a manufacturing environment.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Float Glass Manufacture +2 more

30 guidance points5 criteria

Dosing and mixing materials

This element focuses on the accurate dosing and homogeneous mixing of raw materials essential for float glass production. Proper batching ensures the correct chemical composition of the glass, directly influencing furnace efficiency, product quality, and waste reduction. Learners must demonstrate competence in operating automated or manual dosing systems, understanding material properties, and maintaining consistent mix quality to prevent defects like cords, stones, or coloration.

OAL Level 2 Diploma in Float Glass Manufacture

Review the quality of customer service

This subtopic focuses on the systematic review of customer service quality within a management context. Learners will develop the ability to plan the measurement of customer service, gather and analyse relevant data, and evaluate outcomes against organisational standards, enabling informed decisions for continuous improvement and enhanced customer satisfaction.

OAL Level 3 Diploma in Management

Develop a presentation

This subtopic equips team leaders with the skills to plan, structure, and create effective presentations for various workplace contexts, such as team briefings or project updates in manufacturing and engineering. It covers understanding audience needs, selecting appropriate content and visual aids, and organizing information logically to communicate messages clearly. Mastery of presentation development enhances a leader's ability to influence, inform, and engage colleagues and stakeholders.

OAL Level 2 Diploma in Team Leading, OAL Level 3 Diploma in Management

Principles of raw materials and storage in food and drink operations

This element focuses on the critical knowledge required to source, handle, and store raw materials effectively within food and drink manufacturing operations. Learners explore how the origin and functional properties of ingredients influence processing and product quality, and examine the systems and conditions necessary to maintain safety, traceability, and integrity from intake to production.

OAL Level 3 Diploma in Food Technology

12 guidance points

Handling and Storing Materials/Components

This subtopic focuses on the safe and efficient handling, storage, and disposal of materials and components in a furniture-making workshop. Learners will develop an understanding of appropriate storage methods to prevent damage, contamination, and hazards, and will practice correct disposal procedures for non-hazardous waste in compliance with workplace regulations and sustainability practices.

OAL Level 1 Diploma In Furniture Occupations

43 guidance points5 criteria

Health and Safety at work

This element focuses on the practical application of health and safety principles within a clay building products manufacturing environment. Learners will develop the skills to proactively identify common hazards such as silica dust exposure, moving machinery, and high-temperature processes, and conduct risk evaluations using approved methods. The goal is to implement effective risk reduction measures, ensuring a safe working culture and compliance with legal duties under the Health and Safety at Work etc. Act 1974.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Float Glass Manufacture +2 more

Deal with incoming telephone calls from customers

This subtopic covers the essential skills for handling incoming customer calls professionally, including identifying the caller's needs, managing inquiries, and resolving requests effectively. It aligns with vocational standards for customer service excellence.

OAL Level 2 Diploma in Customer Service

Plan and prepare maintenance activities in food and drink maintenance engineering

This subtopic equips learners with the essential knowledge and practical skills to plan and prepare for maintenance engineering activities within the highly regulated food and drink industry. It covers safe practices, isolation, equipment types, spares management, tool use, and the interpretation of performance data to ensure minimal production disruption while adhering to quality and safety standards. The focus is on proactive planning that integrates risk mitigation, standard operating procedures, and autonomous work ownership.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Manage conflict within a team

This element equips aspiring team leaders with the fundamental skills to identify, prevent, and resolve conflicts within their team. It explores the underlying principles of conflict dynamics and provides practical strategies to foster a collaborative work environment. By mastering these techniques, learners can enhance team cohesion and performance, ensuring disputes are managed constructively and in line with organizational policies.

OAL Level 2 Diploma in Team Leading, OAL Level 3 Diploma in Management

Interview skills

This subtopic focuses on equipping learners with the essential skills to successfully navigate job interviews within the furniture industry, from initial preparation to post-interview follow-up. It covers understanding the employer's needs, articulating practical competencies (e.g., joinery, finishing) and personal attributes (e.g., attention to detail), and demonstrating professional conduct. Mastery of interview techniques is critical for securing entry-level roles in furniture workshops, factories, or bespoke fitting environments.

OAL Level 1 Diploma In Furniture Occupations

Support customers using self-service equipment

This subtopic focuses on the practical skills and knowledge required to assist customers effectively with self-service equipment, such as kiosks, automated checkouts, or information terminals. Learners should understand how to recognise when a customer requires help, intervene appropriately without causing embarrassment, and provide clear, patient guidance tailored to the customer's level of familiarity with the technology. The goal is to enhance the customer experience while maintaining operational efficiency.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Principles of regulation and the food and drink supply chain

This subtopic examines the legal and regulatory framework governing the UK food and drink industry, exploring how legislation shapes business operations, policy development, and supply chain integrity. It also analyses the end-to-end supply chain, highlighting sustainability challenges, vulnerabilities, and the distinctive characteristics of the industry workplace.

OAL Level 3 Diploma in Food Technology

Planned, predictive and preventative maintenance in food and drink maintenance engineering

This element focuses on the strategic application of planned, predictive, and preventative maintenance within the food and drink sector, integrating reliability engineering, equipment performance metrics, and stringent regulatory compliance. Learners gain competence in interpreting performance data, applying diagnostic techniques, producing comprehensive reports, and upholding safety through correct isolation procedures and workplace restoration. Mastery ensures minimal production downtime, product safety, and adherence to industry best practices.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Identify individual learning and development needs

This subtopic equips learning and development practitioners with the skills to systematically identify individual learning needs through robust analysis, using methods such as performance data review, competency frameworks, and stakeholder consultation. It emphasizes translating identified gaps into actionable, agreed-upon development plans that align with both organisational objectives and individual career aspirations, ensuring compliance with quality assurance standards.

OAL Level 4 Diploma In Learning and Development

37 guidance points5 criteria

Record and report information

This subtopic addresses the essential skills of accurately documenting production metrics, quality checks, and process deviations within clay building products manufacturing. Learners must grasp how systematic recording supports traceability, regulatory compliance, and operational efficiency. Additionally, the ability to effectively communicate recorded data to managers ensures timely decision-making and continuous improvement in the manufacturing workflow.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture +2 more

Process materials

This subtopic covers the essential procedures and theoretical knowledge required to process raw granite blocks into finished tiles, including cutting, grinding, polishing, and dimensional control. Learners will develop the skills to operate industrial machinery such as diamond saws and polishing lines, ensuring tiles meet industry specifications for thickness, flatness, and surface finish. Understanding material characteristics and process parameters is critical for efficiency and product quality in granite tile manufacture.

OAL Level 2 Diploma in Granite Tile Manufacture

Principles of leadership and management

This subtopic explores the core principles underpinning effective leadership and management within manufacturing and engineering contexts, including decision-making processes, leadership styles and models, the functions of management, and performance measurement techniques. It equips learners with the theoretical knowledge to analyse and improve management practices and to apply these concepts to real-world operational scenarios.

OAL Level 3 Diploma in Management

Representations, drawings and graphs in food and drink maintenance engineering

This subtopic covers the creation and interpretation of engineering drawings, schematics, and graphical data essential for maintenance tasks in the food and drink sector. It emphasizes compliance with British Standards (e.g., BS 8888, BS EN 60617) to ensure safety, hygiene, and operational accuracy. Practical application involves producing and using electrical circuit diagrams, mechanical assembly drawings, and process flow charts to troubleshoot, modify, and document equipment.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Introduction to Health and Safety

This element introduces learners to the fundamental principles of health, safety, and welfare within the furniture manufacturing environment. It covers the identification of common workplace hazards and risks, the meaning of safety signs, and the correct selection and use of personal protective equipment (PPE), ensuring learners can contribute to a safe working culture in a vocational setting.

OAL Level 1 Diploma In Furniture Occupations

Principles of equality and diversity in the workplace

This subtopic explores the legal and ethical frameworks governing equality and diversity in the workplace, emphasizing how legislation such as the Equality Act 2010 shapes customer service roles. Learners will examine the practical implications of these laws for everyday interactions and the importance of organisational policies in fostering an inclusive environment.

OAL Level 2 Diploma in Customer Service, OAL Level 2 Diploma in Team Leading

Identify the learning needs of organisations

Identifying organisational learning needs involves systematically analysing gaps between current and required workforce capabilities to align with strategic objectives. Effective learning needs analysis (LNA) integrates stakeholder consultation, performance data, and organisational context to prioritise development interventions. This subtopic equips learning and development professionals with the skills to diagnose needs, justify recommendations, and secure agreement on actionable plans that drive measurable performance improvement.

OAL Level 4 Diploma In Learning and Development, OAL Level 4 Award in Learning and development

Manage personal performance and development

This unit focuses on developing the learner's ability to manage their own work performance and professional development within a team leading role. It covers techniques for prioritising tasks, setting achievable goals, monitoring progress, and proactively identifying areas for improvement. The practical application lies in using reflective practice and feedback to enhance efficiency, meet organisational standards, and plan ongoing development.

OAL Level 2 Diploma in Team Leading, OAL Level 2 Diploma in Customer Service

Manufacture production moulds

This subtopic covers the practical skills and theoretical knowledge required to manufacture production moulds used in the sanitary ware industry. Learners will develop proficiency in mould making from design interpretation to final finishing, ensuring moulds meet quality and production standards for the casting of ceramic sanitary products.

OAL Level 2 Diploma In Sanitary Ware Manufacture

Principles of technology for food and drink operations

This subtopic covers the scientific and technical principles underlying the main processing technologies used in the food and drink industry. It includes the fundamentals of energy transfer, heat-based preservation, chilling and freezing, ambient stable processing, and the packaging and labelling requirements essential for product quality and safety. Learners apply these principles to evaluate and select appropriate technologies for specific product categories.

OAL Level 3 Diploma in Food Technology

Load unfired products on kiln-cars

This subtopic covers the essential skills and knowledge required to safely and efficiently load unfired clay products onto kiln cars prior to the firing process. It involves understanding kiln car design, product placement patterns to optimize heat circulation and prevent warping, and compliance with health and safety regulations in a heavy manufacturing environment. Mastery ensures product quality, minimizes breakage, and maximizes kiln throughput.

OAL Level 2 Diploma in Clay Building Products Manufacture

Principles of customer service

This subtopic explores the foundational concepts of customer service, emphasising its role in building customer loyalty, enhancing organisational reputation, and driving business success. Learners will examine how legal frameworks (such as data protection and equality legislation) and ethical practices shape service delivery, alongside techniques for effective communication, complaint resolution, and systematic information management. Practical application focuses on equipping learners to apply these principles across diverse customer-facing roles, ensuring service excellence and compliance.

OAL Level 2 Diploma in Customer Service

40 guidance points5 criteria

Diagnose and rectify technical problems

This element focuses on equipping learners with the practical skills and theoretical understanding to identify, analyse, and resolve technical faults that occur in clay building product manufacturing processes. It encompasses systematic fault-finding on production machinery, interpreting product defects to trace root causes, and applying corrective actions to restore quality and efficiency. Mastery ensures learners can minimise downtime and maintain product standards in a live production environment.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Float Glass Manufacture +2 more

Maintaining work standards

This subtopic focuses on the essential workplace standards and codes of conduct within furniture-making environments, ensuring learners understand the rationale for compliance and their role in upholding organisational expectations. Learners will acquire knowledge of specific standards relevant to their own workshop, such as health and safety protocols, quality benchmarks, and professional behaviour, and will develop practical skills in timekeeping, attendance planning, and executing tasks to prescribed work standards, mirroring real industry demands.

OAL Level 1 Diploma In Furniture Occupations

Check and finish products after drying

This subtopic covers the critical post-drying inspection and finishing processes for sanitary ware ceramics, such as toilets and basins. Learners must identify surface defects, ensure dimensional accuracy, and perform finishing techniques like fetting and sponging to prepare items for glazing, directly impacting product quality and manufacturing efficiency.

OAL Level 2 Diploma In Sanitary Ware Manufacture

Bespoke Software

This subtopic covers the proficient use of bespoke software applications tailored to specific customer service functions within manufacturing and engineering contexts. Learners will develop skills in inputting, combining, and structuring information efficiently, while exploiting advanced software features to process and present data in ways that enhance service delivery. Mastery of such systems ensures accurate record-keeping, streamlined workflows, and professional outputs aligned with organisational standards.

OAL Level 3 Diploma in Customer Service, OAL Level 2 Diploma in Customer Service

Temper glass by applying heat

This subtopic covers the thermal tempering process for float glass, where controlled heating and rapid cooling impart compressive surface stresses and tensile interior stresses, significantly enhancing strength and safety. Competence involves operating a tempering furnace, monitoring temperatures, and ensuring consistent product quality for applications like architectural glazing and automotive windows.

OAL Level 2 Diploma in Float Glass Manufacture

32 guidance points4 criteria

Employee rights and responsibilities

This subtopic examines the mutual obligations between employers and employees within a team leading context, covering key legislation, contractual terms, and codes of conduct. Learners will explore how understanding rights and responsibilities promotes a safe, fair, and productive work environment, essential for effective team leadership in manufacturing and engineering sectors.

OAL Level 2 Diploma in Team Leading, OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Management +1 more

Form products

Forming products is a pivotal stage in ceramic tile manufacture where prepared ceramic body is shaped into green tiles using methods such as dry pressing, extrusion, or slip casting. This process demands precise control of moisture content, pressure, and tooling to achieve dimensional accuracy, density, and surface quality. Effective forming directly impacts firing outcomes, product consistency, and waste minimisation, making it essential for operational success.

OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture

Resolve technical and quality problems in food and drink operations

This element focuses on systematic approaches to diagnosing and resolving technical and quality issues in food and drink manufacturing. Learners explore root cause analysis, customer complaint handling, and corrective actions to ensure product safety, legality, and quality. Practical application includes using tools like fishbone diagrams and 5 Whys to prevent recurrence and drive continuous improvement.

OAL Level 3 Diploma in Food Technology

Internally assure the quality of assessment

This element focuses on the systematic planning, monitoring, and improvement of assessment quality within manufacturing and engineering training environments. Practitioners learn to design internal quality assurance (IQA) strategies, evaluate assessor performance, manage assessment data securely, and ensure strict compliance with awarding body regulations, legal frameworks, and industry best practices. Mastery involves fostering a culture of continuous improvement to uphold the validity, reliability, and fairness of vocational assessments.

OAL Level 4 Diploma In Learning and Development

Process primary materials and fuel for production

This subtopic covers the essential processes involved in preparing primary clay materials and fuels for the manufacture of clay building products such as bricks, tiles, and pipes. Learners gain practical skills in crushing, grinding, screening, and blending raw clays and additives, as well as handling and preparing solid, liquid, or gaseous fuels. Emphasis is placed on achieving consistent material properties, efficient fuel usage, and maintaining quality standards to ensure reliable production outputs.

OAL Level 2 Diploma in Clay Building Products Manufacture

19 guidance points2 criteria

Deliver a presentation

This subtopic focuses on equipping team leaders in manufacturing and engineering with the essential skills to plan, structure, and deliver effective workplace presentations. It covers communication principles, audience analysis, and practical delivery techniques to convey information clearly and confidently in team briefings or project updates.

OAL Level 2 Diploma in Team Leading, OAL Level 3 Diploma in Management

Manage a budget for own area or activity of work

This element focuses on equipping learning and development professionals with the financial acumen required to effectively plan, monitor and control budgets for training activities within manufacturing and engineering settings. It covers the complete budget cycle from preparation and approval to ongoing management, variance analysis and performance review. Successful budget management ensures that L&D initiatives deliver maximum value while aligning with organisational financial constraints and strategic objectives.

OAL Level 4 Diploma In Learning and Development

Materials in furniture making and furnishings

Materials in furniture making and furnishings require knowledge of different materials and surfaces, and the ability to select and prepare them for use. Learners must understand properties and appropriate applications.

OAL Level 1 Diploma In Furniture Occupations

Develop and maintain professional networks

This element focuses on building and sustaining professional relationships to support personal and organizational growth. Learners will explore strategies for identifying relevant contacts, leveraging networks for career advancement, and applying ethical practices to maintain long-term, mutually beneficial connections in a management context.

OAL Level 3 Diploma in Management

Use social media to deliver customer service

This subtopic focuses on the strategic use of social media platforms to deliver professional customer service, covering how to handle enquiries, complaints, and feedback while maintaining brand reputation and adhering to organisational policies. Learners will explore key platforms, monitor interactions, and craft appropriate responses that align with business goals and customer expectations.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Procure products and/or services

This element covers the end-to-end procurement process within a team leading context, from identifying what needs to be purchased and why, through supplier selection based on cost, quality, and reliability, to the actual purchasing transaction. It equips learners with the skills to follow organisational procedures, negotiate effectively, and ensure value for money while maintaining compliance with budgetary and legal requirements. Effective procurement directly impacts operational efficiency and team performance in engineering and manufacturing settings.

OAL Level 2 Diploma in Team Leading, OAL Level 3 Diploma in Management

Deal with incidents through a contact centre

This element focuses on equipping learners with the skills to effectively manage and resolve incidents within a contact centre environment, utilising communication systems to coordinate resources and ensure swift resolution. It covers the entire incident management lifecycle from initial detection through to post-incident review, emphasising the importance of clear communication, adherence to protocols, and maintaining customer satisfaction throughout the incident.

OAL Level 2 Diploma in Customer Service

Personal Work Skills

This element focuses on developing the essential personal work skills required in furniture occupations, covering professional attitudes, appropriate workplace appearance, and effective teamwork. Learners will understand how demonstrating a positive approach to learning and work, maintaining personal presentation standards, and collaborating with colleagues directly impact productivity, safety, and career progression in manufacturing environments.

OAL Level 1 Diploma In Furniture Occupations

41 guidance points5 criteria

Maintain cleanliness in the workplace

Maintaining cleanliness in a clay building products manufacturing workplace is essential for ensuring safe working conditions, preventing product contamination, and sustaining efficient production processes. This element focuses on the practical and theoretical knowledge required to uphold housekeeping standards, comply with health and safety regulations, and minimise waste through correct cleaning procedures.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Float Glass Manufacture +2 more

Manage learning and development in groups

This element focuses on the strategic oversight and practical facilitation of group-based learning and development interventions. It equips practitioners with the ability to design inclusive environments, select appropriate methodologies, and ensure compliance with legal frameworks, thereby fostering effective collective skill acquisition and performance improvement.

OAL Level 4 Diploma In Learning and Development

Make telephone calls to customers

This element develops the essential skills for conducting professional telephone calls with customers. Learners must demonstrate the ability to plan effectively, considering the call's purpose and the customer's needs, and execute calls with clarity, empathy, and adherence to organizational procedures. Proficiency in this area enhances customer satisfaction and supports business reputation.

OAL Level 2 Diploma in Customer Service

Control equipment to melt glass

This subtopic covers the practical skills and theoretical knowledge required to operate and control equipment used in the melting stage of float glass manufacturing. Learners will explore the principles of furnace operation, temperature regulation, batch feeding, and combustion control to ensure efficient and safe glass melting, directly impacting product quality and production efficiency.

OAL Level 2 Diploma in Float Glass Manufacture

32 guidance points5 criteria

Fire prevention in the workplace

This element covers the critical aspects of fire prevention in clay building products manufacturing, focusing on proactive risk management, resource allocation, and equipment maintenance. Learners will explore how to identify fire hazards specific to the industry (e.g., combustible materials, kiln operations) and implement control measures, ensuring compliance with health and safety regulations and safeguarding personnel and property.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture +2 more

Understand customers and customer retention

This subtopic explores the strategic importance of managing customer relationships through structured CRM systems, underpinning effective retention strategies. It also covers the methods and metrics used to gauge customer satisfaction, enabling organizations to refine service delivery and maintain competitive advantage. Understanding these concepts is crucial for customer service professionals aiming to enhance loyalty and long-term business success.

OAL Level 3 Diploma in Customer Service

24 guidance points3 criteria

Collaborate with other departments

This element focuses on the practical skills and theoretical understanding required for effective cross-departmental collaboration within a team leading context. Learners explore how to identify synergy opportunities, build productive relationships, and overcome barriers to achieve shared organizational goals. The content directly supports the development of leadership capabilities essential for coordinating work across functional boundaries.

OAL Level 2 Diploma in Team Leading, OAL Level 3 Diploma in Management, OAL Level 3 Diploma in Customer Service

Operate coal gas station

This element covers the practical skills and underpinning knowledge required to safely and efficiently operate a coal gas station for generating gas used in firing ceramic tiles. Learners will develop competence in starting up, monitoring, and shutting down gas production equipment, while maintaining gas quality and adhering to strict health, safety, and environmental protocols. The focus is on real-world application within a tile manufacturing context, ensuring a consistent fuel supply for kilns.

OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture

Practical fundamentals of ICT

This element introduces learners to the essential ICT skills required in modern furniture manufacturing and design environments. It covers the safe and effective use of personal computers and common peripherals, file management best practices, and fundamental IT security principles to protect data and systems. These skills support tasks such as accessing digital design files, maintaining inventories, and communicating within a workshop or production setting.

OAL Level 1 Diploma In Furniture Occupations

Manage or support equality of opportunity, diversity and inclusion in own area of responsibility

This element focuses on the proactive management of equality, diversity and inclusion within a learning and development context in manufacturing and engineering environments. It requires you to apply relevant legislation and codes of practice, effectively communicate organisational policies to your team and learners, and monitor practices to identify and address inequalities, thereby fostering a culture of inclusion that enhances learning outcomes and operational performance.

OAL Level 4 Diploma In Learning and Development

Manage the impact of work activities on the environment

This element equips managers with the skills to embed sustainable practices into daily operations, focusing on supporting environmentally-friendly working methods, organizing work to reduce ecological harm, and managing resource use efficiently. In manufacturing and engineering contexts, it emphasizes practical application of principles such as waste minimization, energy conservation, and compliance with environmental legislation to achieve measurable environmental benefits.

OAL Level 3 Diploma in Management

Buyer behaviour in sales situations

This subtopic explores how theoretical models of buyer behaviour, such as the AIDA framework and organisational buying decision process, shape the sales cycle within a manufacturing and engineering context. Learners apply these models to identify buyer needs and tailor their responses at each stage, from initial awareness through to post-purchase evaluation, ensuring effective customer engagement and repeat business.

OAL Level 3 Diploma in Customer Service

Provide post-transaction customer service

This subtopic focuses on the processes and skills required to deliver effective service after a sale, ensuring customer satisfaction, loyalty, and repeat business in the manufacturing and engineering sector. It covers handling inquiries, complaints, returns, repairs, and maintenance, as well as gathering feedback to improve products and services. Practical application includes managing warranty claims, providing technical support, and adhering to legal and organisational requirements.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Form products by casting

This subtopic focuses on the principles and practices of forming sanitary ware products through casting techniques, including slip preparation, mould usage, and quality control. It covers the safe operation of equipment, understanding material behaviour, and achieving consistent product dimensions and surface finish.

OAL Level 2 Diploma In Sanitary Ware Manufacture

Develop working relationships with colleagues

This subtopic focuses on the practical skills and underpinning knowledge needed to establish and sustain productive working relationships within a team. Learners explore principles such as trust, communication, and role clarity, and apply techniques for maintaining positive interactions and collaboratively resolving workplace problems. The content is centered on real-world team leading scenarios, enabling learners to evidence competence in building a supportive and efficient team environment.

OAL Level 2 Diploma in Team Leading, OAL Level 2 Diploma in Customer Service

Preparation and finishing methods in furniture making

This element covers foundational skills in preparing and finishing furniture items, essential for achieving professional-quality results in woodworking. Learners will develop knowledge of surface preparation techniques such as sanding, filling, and cleaning, as well as application of finishes like stains, sealers, and top-coats. Practical competence is demonstrated through the ability to select and use appropriate materials and tools to prepare and finish a piece of furniture to a standard expected in the industry.

OAL Level 1 Diploma In Furniture Occupations

Dry and fire products

This subtopic focuses on the critical processes of drying and firing clay building products to achieve desired physical properties and dimensional stability. Learners will explore the scientific principles behind moisture removal and thermal transformation, including the application of drying schedules and kiln firing curves. Practical competence involves operating drying chambers and kilns safely, monitoring conditions, and troubleshooting common defects to ensure product quality.

OAL Level 2 Diploma in Clay Building Products Manufacture

40 guidance points5 criteria

Package products

This subtopic focuses on the correct methods and considerations for packaging sanitary ware products to ensure they are protected during storage and transit. Learners will understand the selection of appropriate materials, techniques for securing items, quality checks, and the importance of accurate labelling to meet industry standards and customer expectations.

OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Float Glass Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture +2 more

Make sure your own actions reduce risks to health and safety

This element focuses on the individual's responsibility to proactively identify workplace hazards, evaluate associated risks, and implement control measures within a wood fuel production context. Learners must demonstrate the ability to apply health and safety legislation, use appropriate personal protective equipment, and adopt safe working practices to minimise accidents, injuries, and occupational ill-health. Effective hazard management not only ensures legal compliance but also promotes a culture of continuous safety improvement.

OAL Level 2 NVQ Certificate in Producing Wood Fuel, OAL Level 3 NVQ Diploma in Managing Wood Fuel Production

20 guidance points2 criteria

Support customers through real-time online customer service

This element focuses on delivering effective customer service through synchronous digital channels such as live chat, messaging platforms, and social media in real-time contexts. Learners will develop the ability to rapidly assess customer needs, provide accurate technical or product-related support, and maintain professional communication standards under time pressure. Practical application is particularly relevant in manufacturing and engineering sectors, where timely, precise information can prevent downtime and ensure safety.

OAL Level 3 Diploma in Customer Service, OAL Level 2 Diploma in Customer Service

Principles of food safety in distribution

This subtopic explores the essential principles of maintaining food safety during distribution, emphasizing both organisational and personal responsibilities. It covers effective cleaning practices, safe handling of food and drink products, and the importance of adhering to hygiene standards to prevent contamination. Learners will gain practical insights into ensuring that food reaches consumers in a safe and consumable condition.

OAL Level 2 Award in Food Safety

Contribute to continuous improvement in food and drink operations

This element focuses on the role of continuous improvement (CI) in enhancing efficiency, quality, and safety within food and drink operations. Learners explore how systematic approaches like Lean and Kaizen reduce waste and drive sustainable practices, directly impacting product consistency and compliance with strict industry standards.

OAL Level 3 Diploma in Food Technology

Business and customer awareness

This element develops learners' ability to identify different employer types in the furniture sector (e.g. sole traders, small enterprises, large manufacturers) and analyse their distinct operational needs. Understanding employer priorities—such as cost efficiency, quality standards, timely delivery, and compliance with health and safety—enables learners to align their work with business goals and enhance customer satisfaction.

OAL Level 1 Diploma In Furniture Occupations

Contribute to the development and implementation of an information system

This subtopic equips learners with the practical skills to actively contribute to the development and implementation of information systems within a management context. It covers the full lifecycle from initial design and stakeholder consultation through to deployment, training, and post-implementation review, emphasizing the manager's role in ensuring systems meet business needs and improve operational efficiency. Learners will apply these skills to real-world scenarios, ensuring alignment with organizational objectives.

OAL Level 3 Diploma in Management

Develop and maintain professional relationships in FMCG supply chain practice

This subtopic explores the principles and practices of building and sustaining professional relationships within the fast-moving consumer goods (FMCG) supply chain. It emphasises aligning personal conduct with organisational vision, fostering collaborative teamwork, and employing effective communication to enhance supply chain resilience and efficiency.

OAL Level 3 Diploma in Supply Chain Practice (FMCG)

Communication and positive behaviours in food and drink maintenance engineering

This element focuses on effective communication and positive professional behaviours essential for maintenance engineers in the food and drink industry. It covers techniques for clear information exchange, teamwork, coaching, and promoting inclusivity, while reinforcing health, safety, and food safety standards. Learners develop interpersonal skills to collaborate, train others, and adapt communication to different audiences, ensuring operational efficiency and compliance.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Comply with wood fuel quality standards, assurance and recognition schemes

This subtopic focuses on the practical application of wood fuel quality standards such as ENplus, Woodsure, and BSL, ensuring that learners can consistently produce and supply wood fuels that meet rigorous specifications. It covers the interpretation of scheme requirements, implementation of quality control testing, and maintenance of documentation to satisfy third-party audits, enabling professionals to manage compliance within production facilities and throughout the supply chain effectively.

OAL Level 3 NVQ Diploma in Managing Wood Fuel Production

Principles, theories and practices of learning and development

This subtopic explores the fundamental principles, theories, and practices underpinning effective learning and development within manufacturing and engineering environments. It covers the learning cycle, how individuals learn, learner needs, practitioner roles, and the legislative framework, providing a comprehensive foundation for designing and delivering impactful training interventions. Mastery of these concepts enables practitioners to foster continuous improvement and competence development aligned with organisational goals and regulatory standards.

OAL Level 4 Award in Learning and development, OAL Level 4 Diploma In Learning and Development

Deliver customer service

This subtopic focuses on the practical application of customer service principles within a work context, equipping learners to understand the service delivery process and its direct impact on brand perception. Learners will explore how to prepare for interactions, deliver service that meets or exceeds expectations, and actively contribute to service improvements through feedback and reflective practice.

OAL Level 2 Diploma in Customer Service, OAL Level 2 Diploma in Team Leading

Assess vocational skills, knowledge and understanding

This subtopic focuses on the systematic process of assessing vocational skills, knowledge, and understanding within manufacturing and engineering contexts. It covers the full assessment cycle from rigorous preparation aligned with National Occupational Standards (NOS) and awarding organisation requirements, through conducting fair and reliable assessments using diverse evidence sources, to providing constructive feedback and maintaining accurate records in compliance with legal and regulatory frameworks. The aim is to ensure assessors can make valid, credible assessment decisions that support professional development and uphold sector standards.

OAL Level 4 Diploma In Learning and Development

Plan and prepare specific learning and development opportunities

This subtopic focuses on the systematic planning and preparation of learning and development interventions within a vocational context, ensuring alignment with both organisational objectives and individual learner requirements. It equips learning and development practitioners with the skills to design structured, learner-centred opportunities that comply with awarding body standards and industry regulations. Effective planning and preparation are fundamental to delivering high-quality training that enhances workforce capability in manufacturing and engineering environments.

OAL Level 4 Diploma In Learning and Development

Change dies and blocks on tile press

This subtopic focuses on the practical and theoretical aspects of changing dies and blocks within a tile press, a critical operation for maintaining product quality and production flexibility. Learners will explore the step-by-step procedures, safety protocols, and quality assurance checks necessary to perform the changeover efficiently and correctly. This skill ensures that the tile press can produce tiles of varying sizes, textures, and thicknesses with minimal downtime and waste.

OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture

Preparing for work

This element introduces learners to the concept of employability within the furniture industry, focusing on how personal skills, qualities, and aspirations align with real-world job requirements. It emphasises self-assessment against occupational standards and encourages exploration of varied career pathways, from bench joinery to upholstery and finishing. Learners develop a foundational understanding of how their individual attributes contribute to successful employment and progression in this craft-based sector.

OAL Level 1 Diploma In Furniture Occupations

Manage incidents referred to a contact centre

This subtopic focuses on equipping learners with the skills to effectively manage incidents within a contact centre environment, ensuring swift resolution and minimal disruption to service. It covers the end-to-end incident management lifecycle, including logging, categorisation, prioritisation, escalation, and closure, while emphasising the importance of clear communication and support for colleagues. Practical application involves adhering to organisational policies, utilising incident management systems, and maintaining a customer-centric approach to uphold service levels and regulatory compliance.

OAL Level 3 Diploma in Customer Service

Store and retrieve information

This subtopic develops the team leader's ability to systematically manage information within a manufacturing or engineering setting. It encompasses the entire lifecycle of information—from initial gathering and accurate storage to efficient retrieval—ensuring data integrity, security, and accessibility. Mastery of these skills supports informed decision-making, regulatory compliance, and seamless operational workflows.

OAL Level 2 Diploma in Team Leading

Laminate glass

This subtopic covers the essential knowledge and practical skills for fabricating laminated glass, a safety glazing material consisting of two or more glass sheets bonded with an interlayer to prevent shattering upon impact. Learners must demonstrate competence in the full lamination workflow, including surface preparation, interlayer application, and controlled bonding processes, while adhering to quality standards and safety regulations.

OAL Level 2 Diploma in Float Glass Manufacture

Carry out direct sales activities in a contact centre

This element focuses on the practical skills required to conduct direct sales within a contact centre environment, encompassing the entire sales process from initial information gathering to post-sale record keeping. Learners develop the ability to engage customers effectively over the phone or via digital channels, using product knowledge and persuasive communication while adhering to organisational procedures and legal requirements. Mastering this ensures a professional, compliant, and customer-centric sales approach that drives business success and maintains trust.

OAL Level 2 Diploma in Customer Service

36 guidance points5 criteria

Meet objectives and standards

This element focuses on the ability to align daily work activities with specified production targets and quality benchmarks within a clay building products manufacturing environment. It covers the interpretation of work instructions, adherence to quality control procedures, and the continuous monitoring of output against defined standards and objectives. Practical application involves using performance data to identify deviations and implementing corrective actions to maintain compliance.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture +2 more

Load and prepare the kiln-car for firing

This subtopic covers the essential practical skills and underpinning knowledge required to safely and efficiently load a kiln car with unfired sanitary ware products, ensuring optimal firing conditions. Learners will understand the structural components of the kiln car, the principles of heat circulation, and the correct placement of ware to prevent defects and maximize kiln capacity. Mastery of these procedures is critical for achieving consistent product quality and minimizing waste in sanitary ware manufacture.

OAL Level 2 Diploma In Sanitary Ware Manufacture

Resolve customers’ problems

This subtopic focuses on equipping learners with the skills to effectively monitor, address, and resolve customer problems in a professional environment, ensuring compliance with organisational standards and customer satisfaction. It emphasizes practical techniques for handling complaints, utilising feedback to improve service delivery, and applying problem-solving strategies to maintain positive customer relationships.

OAL Level 3 Diploma in Customer Service, OAL Level 3 Diploma in Management

Process batches before shaping products

This subtopic focuses on the critical preparatory stage in clay building product manufacturing where raw materials are accurately measured, blended, and conditioned to achieve a homogeneous batch with consistent moisture and workability. Proper batch processing ensures the clay body will perform predictably during shaping, drying, and firing, directly impacting product quality and compliance with specifications.

OAL Level 2 Diploma in Clay Building Products Manufacture

Rights and responsibilities in the workplace

This element explores the fundamental principles of statutory employment rights and corresponding responsibilities within a furniture manufacturing environment. Learners will examine entitlements such as safe working conditions, fair pay, and rest breaks, alongside duties like adherence to health and safety protocols, punctuality, and respectful collaboration. The practical application focuses on real-world scenarios where these rights and responsibilities directly impact daily operations in joinery workshops and upholstery settings.

OAL Level 1 Diploma In Furniture Occupations

Implement and maintain business continuity plans and processes

This element covers the critical processes of planning, implementing, and maintaining business continuity plans within manufacturing and engineering contexts. Learners will develop the knowledge and skills to ensure organisational resilience against disruptions, safeguard critical functions, and align continuity strategies with operational goals and regulatory requirements. Practical application focuses on risk assessment, plan development, testing, and continual improvement.

OAL Level 3 Diploma in Management

Plan, allocate and monitor work in own area of responsibility

Planning, allocating and monitoring work in own area of responsibility involves producing work plans, agreeing responsibilities with team members, monitoring progress and quality, and reviewing and amending plans as needed.

OAL Level 4 Diploma In Learning and Development, OAL Level 4 Award in Learning and development

28 guidance points4 criteria

Resolve customers’ complaints

This element focuses on equipping team leaders with the skills to effectively monitor and resolve customer complaints within a manufacturing or engineering environment. It covers the end-to-end process from logging complaints to implementing solutions, ensuring customer satisfaction and continuous improvement. Practical application involves using communication, problem-solving, and leadership skills to handle complaints promptly and professionally, often coordinating with team members and other departments.

OAL Level 2 Diploma in Team Leading, OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service +1 more

Manage diary systems

This element covers the principles and practices of managing diary systems effectively in a customer service environment. Learners explore how to schedule, coordinate, and maintain appointments, meetings, and tasks using both manual and electronic tools. Mastery ensures seamless time management, enhanced professional communication, and improved service delivery.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Monitor the quality of customer service interactions

Monitoring the quality of customer service interactions involves systematically observing, measuring, and evaluating service delivery against established standards to ensure consistency, identify areas for improvement, and enhance customer satisfaction. It requires the use of various monitoring methods such as call recording, mystery shopping, and customer feedback analysis, alongside clear criteria and performance indicators. The outcomes directly inform staff training, process refinements, and strategic decisions to maintain competitive advantage and regulatory compliance.

OAL Level 3 Diploma in Customer Service

Manage physical resources

This element focuses on the systematic management of physical resources within engineering and manufacturing contexts, covering the full lifecycle from identifying requirements through procurement to efficient ongoing utilisation. Learners must demonstrate the ability to forecast resource needs based on project demands, select appropriate suppliers, control inventory, and monitor usage to minimise waste and meet organisational objectives.

OAL Level 3 Diploma in Management

Principles of team leading

This subtopic examines the fundamental principles and practices required for leading teams effectively within manufacturing and engineering environments. It covers the application of leadership styles, understanding of team dynamics, management of work processes, navigation of change, and motivation of team members to achieve organisational goals and enhance productivity.

OAL Level 2 Diploma in Team Leading

Team working

This subtopic explores the essential principles of effective teamwork within furniture manufacturing, covering the planning, execution, and review of collaborative tasks. Learners develop the ability to contribute to team objectives, communicate effectively, and reflect on their own role in achieving quality outcomes. The knowledge and skills gained are directly applicable to workshop environments where joint efforts are required for projects such as assembling complex furniture pieces or managing production deadlines.

OAL Level 1 Diploma In Furniture Occupations

42 guidance points5 criteria

Communicate and work with others

This subtopic focuses on the essential interpersonal and communication skills required to collaborate effectively within a clay building products manufacturing environment. Learners explore methods for conveying technical information, working safely as part of a team, and applying communication protocols to maintain production quality and health and safety standards.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture +2 more

Contribute to the organisation of an event

This element focuses on the practical skills and knowledge required to support the organisation of an event within a customer service context, from initial planning through to post-event evaluation. Learners develop competence in carrying out pre-event preparations, setting up the event space, and performing post-event duties, ensuring all actions align with organisational procedures and customer expectations.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

10 guidance points2 criteria

Monitor manufacturing operations

This subtopic focuses on the systematic observation and control of clay product manufacturing processes to ensure consistent quality, safety, and efficiency. Learners will explore methods for monitoring machinery, material consistency, and product output, applying real-time data to maintain production standards and minimize waste. Practical application involves using monitoring tools and interpreting results to make informed adjustments during brick, tile, or pipe manufacturing.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture +2 more

31 guidance points5 criteria

Understand business

This subtopic equips learners with foundational knowledge of business operations, including organisational structures, the internal and external business environment, business planning, financial principles, reporting systems, and management accountabilities. Learners gain practical insight into how businesses function and are managed, enabling them to contribute effectively as team leaders within their organisations.

OAL Level 2 Diploma in Team Leading

Provide information and advice to learners and employers

This element focuses on the role of a learning and development practitioner in providing accurate, relevant, and timely information and advice to learners and employers within an educational or vocational context. It requires understanding the range of resources, services, and guidance available, while recognising the professional limits of one's own role, ensuring that referrals are made appropriately. Practical application includes supporting individuals in making informed decisions about learning and career progression, and facilitating access to specialist services when necessary.

OAL Level 4 Diploma In Learning and Development

Technical drawings and workshop geometry

This subtopic covers the essential skills of producing technical drawings and applying geometric principles in a furniture workshop context. Learners learn to interpret design specifications, use manual drawing instruments, and calculate dimensions and angles vital for precise furniture construction. Mastery of these fundamentals ensures efficient material usage and accurate assembly in vocational projects.

OAL Level 1 Diploma In Furniture Occupations

Control quality of materials and glass

This subtopic focuses on the systematic inspection and testing of raw materials and finished float glass to ensure compliance with specifications. It covers techniques for sampling, measuring physical properties, identifying defects, and recording data. Practical application ensures product consistency, reduces waste, and upholds safety and customer requirements in continuous glass production.

OAL Level 2 Diploma in Float Glass Manufacture

Prepare for and support quality audits

This element develops the learner's ability to apply quality management principles in preparing for and supporting internal and external audits. It focuses on interpreting audit criteria, organising documentation, and facilitating audit processes to ensure compliance with organisational and regulatory standards, ultimately driving continuous improvement in manufacturing and engineering environments.

OAL Level 3 Diploma in Management

Tools and equipment in furniture making and furnishings

This element focuses on the identification, selection, and safe use of common hand tools, portable power tools, and machinery used in furniture making and furnishings. Learners must understand the purpose of each tool and the critical necessity of maintaining equipment to ensure precision, safety, and longevity in a professional workshop environment. Practical application involves routine checks, cleaning, sharpening, and correct storage to prevent accidents and maintain high-quality craftsmanship.

OAL Level 1 Diploma In Furniture Occupations

21 guidance points3 criteria

Dry products

This subtopic covers the essential processes and principles involved in drying ceramic tiles during sanitary ware manufacture, focusing on moisture removal to prevent defects during subsequent firing. Learners explore practical drying methods, equipment operation, and quality control measures to ensure tiles meet dimensional and structural standards before the firing stage.

OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture

Cut Glass

This subtopic focuses on the critical annealing stage in float glass manufacture, which immediately follows the cutting process. Annealing is essential to relieve thermal stresses induced during forming and cutting, ensuring the glass achieves optimal strength and dimensional stability for downstream processing and end-use applications.

OAL Level 2 Diploma in Float Glass Manufacture

23 guidance points3 criteria

Health and Safety Procedures in the Workplace

This subtopic covers the fundamental health and safety procedures essential for team leaders in manufacturing and engineering workplaces. Learners will understand legislative requirements, risk assessment processes, and safe systems of work, enabling them to implement and monitor safety practices effectively. Mastery of these procedures ensures compliance with legal duties and promotes a culture of safety among team members.

OAL Level 2 Diploma in Team Leading, OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Management

Unload and categorize products

This subtopic focuses on the essential end-of-line processes in clay building product manufacture, where finished items are safely removed from production conveyors or kiln cars and systematically sorted. Learners gain practical skills in manual handling, equipment operation, and quality inspection to ensure only saleable goods reach the customer, with waste materials diverted appropriately.

OAL Level 2 Diploma in Clay Building Products Manufacture

Provide leadership and direction for own area of responsibility

This element develops the capability to lead a team effectively within a manufacturing or engineering context by setting strategic direction, establishing clear objectives, and communicating a compelling vision. It emphasises practical application of leadership theories to drive performance, foster accountability, and ensure alignment with organisational goals. The focus is on continuous improvement through feedback collection, performance assessment, and reflective practice to enhance leadership impact and operational outcomes.

OAL Level 4 Diploma In Learning and Development, OAL Level 4 Award in Learning and development

Reflect on and improve own practice in learning and development

This subtopic focuses on the systematic evaluation and enhancement of one's own professional practice within learning and development. It integrates reflective models and continuing professional development (CPD) strategies to critically assess performance, identify improvement areas, and implement evidence-based enhancements. Mastery of this area ensures practitioners can adapt to changing learner needs and organisational goals, fostering a culture of continuous improvement and professional growth.

OAL Level 4 Diploma In Learning and Development

Promote additional products and/or services to customers

This element develops learners' ability to ethically and effectively suggest relevant additional products or services to customers, enhancing both customer satisfaction and business performance. It covers techniques for identifying customer needs, matching them with appropriate offerings, and understanding the impact of such promotions on service quality. The focus is on building long-term customer relationships through value-added recommendations rather than high-pressure sales.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Prepare materials and fuel for production

This subtopic focuses on the essential processes involved in selecting, handling, and preparing raw clay materials and solid fuels (such as coal or biomass) used in the manufacture of clay building products. Learners will gain the practical skills to operate blending and mixing equipment, control moisture content, and ensure consistent material properties, as well as understand the theoretical principles underpinning fuel combustion and material behavior. Mastery of these preparation stages is critical to achieving product quality targets, energy efficiency, and safe working practices in a production environment.

OAL Level 2 Diploma in Clay Building Products Manufacture

Upholstery and soft furnishing methods

This element focuses on the foundational skills required to plan, prepare, and produce simple upholstery and soft furnishing items. Learners will develop an understanding of material selection, tool use, and basic construction techniques, enabling them to create functional and aesthetically acceptable items such as cushions, curtains, or loose covers. The practical application centres on following specifications safely while achieving quality standards expected at entry-level vocational practice.

OAL Level 1 Diploma In Furniture Occupations

Communicate work-related information

This element focuses on the essential communication skills needed by team leaders to convey work-related information effectively in a manufacturing and engineering environment. It covers principles such as clarity, active listening, and feedback, as well as practical techniques for both verbal and written communication. Learners will explore how to tailor messages for different audiences, overcome barriers, and ensure information is understood to maintain safety, efficiency, and team cohesion.

OAL Level 2 Diploma in Team Leading

Trim formed products by hand

This subtopic covers the manual finishing techniques used to refine formed sanitary ware products prior to firing. Learners will develop practical skills in hand trimming, fettling, and surface preparation to meet quality standards, ensuring dimensional accuracy and aesthetic consistency. Emphasis is placed on safe use of tools, waste minimization, and adherence to production specifications.

OAL Level 2 Diploma In Sanitary Ware Manufacture

Processing sales orders

This subtopic focuses on the end-to-end process of managing sales orders within a customer service context, from initial receipt to final delivery. Learners will explore how to accurately capture order details, verify feasibility, and maintain proactive communication with customers throughout the fulfillment cycle. Mastery of order processing and follow-up is critical for ensuring customer satisfaction and operational efficiency in manufacturing and engineering environments.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Manage individuals' development in the workplace

The core focus of managing individuals' development involves systematically assessing performance through appraisals and fostering continuous learning. It encompasses setting clear objectives, providing constructive feedback, and creating development plans to enhance team members' skills and capabilities. This ensures alignment with organizational goals while promoting personal growth and professional competence.

OAL Level 3 Diploma in Management

Work-based experience

This element focuses on preparing learners for a real-world furniture manufacturing environment, from initial planning to reflective review. It develops essential employability skills such as punctuality, workplace conduct, and health and safety compliance, ensuring learners can successfully integrate into a professional setting and evaluate their own performance for continuous improvement.

OAL Level 1 Diploma In Furniture Occupations

Coat glass

Coating glass involves applying thin films to float glass to enhance properties such as solar control, low emissivity, self-cleaning, or aesthetic appearance. In float glass manufacture, common methods include magnetron sputtering and chemical vapor deposition, which require precise control of parameters to achieve uniform coating thickness and adhesion. This process is critical for producing high-performance glazing products used in energy-efficient buildings and automotive applications.

OAL Level 2 Diploma in Float Glass Manufacture

25 guidance points3 criteria

Promote equality, diversity and inclusion in the workplace

This element equips team leaders with the knowledge and skills to foster a fair, inclusive workplace. It covers legal frameworks, organisational policies, and personal behaviours that promote equality, diversity, and inclusion. Learners apply these principles to real-world team scenarios, ensuring they can support a positive culture and challenge discrimination effectively.

OAL Level 2 Diploma in Team Leading, OAL Level 3 Diploma in Customer Service, OAL Level 3 Diploma in Management

Shape plastic products

This subtopic focuses on the practical techniques and theoretical understanding required to shape clay products in their plastic state during building materials manufacture. Learners will explore methods such as extrusion, pressing, and hand moulding, ensuring they can produce items like bricks, tiles, and pipes to required specifications. Emphasis is placed on moisture control, tooling, and quality checks to maintain consistency and meet industry standards.

OAL Level 2 Diploma in Clay Building Products Manufacture

Set objectives and provide support for team members

This element focuses on the leader's role in clarifying team purpose, collaboratively setting SMART objectives, and fostering an environment of continuous development. It integrates practical planning, supportive coaching, and systematic progress monitoring to drive team performance and individual growth. Mastery involves not only communicating goals but also empowering team members through tailored support and recognition of achievements.

OAL Level 4 Diploma In Learning and Development

Repair and re-fire defective products

This subtopic covers the practical skills and underpinning knowledge required to identify, repair, and re-fire defective sanitary ware ceramics. Learners must demonstrate the ability to select appropriate repair materials, apply techniques to restore product integrity, and manage the re-firing process to meet quality specifications and minimise waste.

OAL Level 2 Diploma In Sanitary Ware Manufacture

Understanding the principles and practices of assessment

This subtopic delves into the foundational theories and practical methodologies of vocational assessment within the context of Learning and Development. It equips learners with the ability to design, implement, and evaluate assessment strategies that are valid, reliable, and fair, while complying with regulatory standards and involving stakeholders effectively. Mastery of these principles ensures that assessment decisions are robust, defensible, and support learner progression.

OAL Level 4 Diploma In Learning and Development

20 guidance points3 criteria

Glaze products

This subtopic covers the fundamental principles and practical skills required for glazing ceramic tiles in manufacturing. Learners will explore glaze formulation, application methods, firing processes, and quality control to produce defect-free finished products, all while adhering to stringent health and safety standards.

OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture

Handling objections and closing sales

This subtopic equips learners with essential techniques for managing customer reservations during sales interactions, turning potential rejections into successful outcomes. It emphasizes active listening, empathy, and persuasive communication to build trust and secure commitment, directly applicable to retail, telesales, and service environments.

OAL Level 2 Diploma in Customer Service

11 guidance points2 criteria

Chair and lead meetings

This subtopic equips learners with the skills to effectively prepare for, chair, and follow up on meetings within a team leading context. It covers setting clear objectives, creating agendas, facilitating discussions, ensuring participation, managing time, and documenting outcomes. Practical application includes running efficient meetings that drive team performance and decision-making.

OAL Level 2 Diploma in Team Leading, OAL Level 3 Diploma in Management

Manage business risk

This element covers the systematic approach to managing business risk, crucial for maintaining operational stability and strategic growth in manufacturing and engineering sectors. Learners explore how to identify, assess, and address various risks—from financial and compliance to health and safety—using established frameworks. The focus is on developing practical risk mitigation plans that align with organizational objectives and ensure business continuity.

OAL Level 3 Diploma in Management

Understanding the principles and practices of internally assuring the quality of assessment

This element equips internal quality assurers (IQAs) with the competencies to uphold and enhance assessment standards within vocational settings. It covers the strategic planning, systematic monitoring, and continuous improvement of assessment practices, ensuring alignment with regulatory requirements, awarding body criteria, and best practice. Practical application includes sampling assessment decisions, providing developmental feedback to assessors, and managing quality-related documentation to maintain a robust and auditable quality cycle.

OAL Level 4 Diploma In Learning and Development

Contribute to meetings in a business environment

This element focuses on the practical skills required by a team leader to contribute effectively to business meetings, covering the full cycle from preparation through participation to follow-up. Learners must demonstrate an ability to organise meeting resources, structure agendas, and ensure relevant documentation is available, as well as actively engage in discussions, clarify key points, and take accurate notes. The successful application of these skills supports productive team communication, decision-making, and the achievement of business objectives.

OAL Level 2 Diploma in Team Leading

Scatter dry glaze

Scattering dry glaze is a decorative technique used in the production of granite tiles, where dry glaze powders are evenly distributed over the tile surface before firing to create a durable, textured, or colour-enhanced finish. This method requires precise control of application density and distribution to achieve consistent aesthetic effects and ensure proper bonding during the kiln firing process. Mastery of this skill is essential for producing high-quality tiles with uniform glaze coverage and desired surface characteristics.

OAL Level 2 Diploma in Granite Tile Manufacture

24 guidance points3 criteria

Buddy a colleague to develop their skills

This element develops the learner’s ability to effectively buddy a colleague, a crucial management skill for on-the-job training and skills transfer. It covers the planning, implementation and supportive techniques required to guide a colleague through work activities, ensuring they gain competence and confidence. The focus is on active mentoring, constructive feedback, and fostering a safe learning environment.

OAL Level 3 Diploma in Management, OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Organise and deliver customer service

This element focuses on the systematic organisation and effective delivery of customer service within an operational context. Learners must demonstrate the ability to plan service delivery by identifying customer needs, allocating resources, and establishing standards, before executing these plans to meet quality expectations. Practical application involves real-world scenarios where customer service is coordinated and delivered in line with organisational policies and customer requirements.

OAL Level 3 Diploma in Customer Service

Work productively with colleagues and stakeholders

This subtopic focuses on fostering collaborative working relationships with colleagues and stakeholders within a manufacturing or engineering environment. It covers effective communication, consultation, and the ethical management of commitments and conflicts to enhance team performance and achieve organisational goals. Practical application includes aligning learning and development activities with operational needs through stakeholder engagement.

OAL Level 4 Diploma In Learning and Development

Shape Glass

This element covers the fundamental principles and practical skills required to shape flat glass produced via the float process. Learners will gain knowledge of cutting, grinding, and edging techniques, alongside safety protocols and quality standards to produce accurately shaped glass components for industrial applications.

OAL Level 2 Diploma in Float Glass Manufacture

Meeting customers’ after sales needs

This subtopic focuses on the essential customer service skills required to effectively manage after-sales interactions in a manufacturing and engineering context. It covers proactively investigating and fulfilling post-purchase needs such as warranty queries, maintenance scheduling, and parts replacement, ensuring customer satisfaction and loyalty. Learners will explore systematic approaches to handling complaints, providing technical support, and using feedback to drive continuous improvement in the after-sales process.

OAL Level 2 Diploma in Customer Service

Manage a customer service award programme

Managing a customer service award programme involves designing, implementing, and evaluating recognition schemes that motivate employees to deliver exceptional service. This process requires aligning award criteria with organisational goals, planning inclusive nomination procedures, and communicating effectively to maximise participation. Successful management also entails monitoring outcomes and adjusting the programme to sustain its impact on service quality and staff morale.

OAL Level 3 Diploma in Customer Service

Produce wood fuel in a plant or mill

This subtopic covers the end-to-end process of producing wood fuel in a plant or mill, from raw material preparation and machinery operation to completing the fuel product to specification. It emphasises practical competence in operating equipment safely, performing quality checks, and adhering to production workflows typical in the wood fuel industry.

OAL Level 2 NVQ Certificate in Producing Wood Fuel, OAL Level 3 NVQ Diploma in Managing Wood Fuel Production

Market wood fuel products

This element focuses on the strategies and knowledge required to effectively promote and sell wood fuel products in a competitive energy market. It covers the identification of target customers, communication of environmental and economic benefits, and the development of marketing campaigns that comply with industry regulations. Practical application involves creating promotional materials, engaging with potential clients, and demonstrating how wood fuel can meet their heating and sustainability needs.

OAL Level 3 NVQ Diploma in Managing Wood Fuel Production

Understand the principles and practices of learning and development

This element explores the foundational principles that underpin effective learning and development in vocational contexts such as manufacturing and engineering. It equips practitioners with a systematic understanding of how organisational needs drive L&D purpose, the structured cycle from needs analysis to evaluation, and the critical importance of adapting practice to diverse learner requirements. Emphasis is placed on professional accountability and the integration of legislative and organisational compliance into every stage of the L&D process.

OAL Level 3 Award In Facilitating Learning and Development

Continuous improvement in food and drink maintenance engineering

This subtopic focuses on embedding a culture of continuous improvement within food and drink maintenance engineering. Learners explore systematic problem-solving methodologies, advanced fault-finding techniques, and effective organisation of maintenance activities to enhance equipment reliability and production efficiency. Practical application involves using tools like PDCA, root cause analysis, and KPI tracking to drive measurable operational gains and ensure compliance with stringent food safety standards.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Candidate project

This subtopic assesses the candidate's ability to independently plan, execute, and evaluate a practical project relevant to furniture occupations. Candidates must demonstrate systematic planning, safe and competent practical skills, and the capacity to reflect critically on their work, mirroring real-life vocational tasks.

OAL Level 1 Diploma In Furniture Occupations

Resolve customer service problems

This subtopic equips learners with the skills to effectively identify, address, and resolve customer service problems within a manufacturing and engineering context. It covers the entire problem-resolution cycle, from understanding the issue and applying structured problem-solving techniques to handling complaints and knowing when to escalate. Practical application focuses on maintaining customer satisfaction, upholding service standards, and ensuring accurate documentation of all actions taken.

OAL Level 2 Diploma in Customer Service, OAL Level 2 Diploma in Team Leading

Develop and evaluate operational plans for own area of responsibility

This element focuses on the systematic process of developing, implementing, monitoring, and evaluating operational plans within a Learning and Development context. It emphasises the critical alignment of departmental objectives with organisational strategy, ensuring that L&D activities directly support overarching business goals. Learners will demonstrate how to translate strategic aims into actionable plans, allocate resources effectively, and establish robust review mechanisms to drive continuous improvement.

OAL Level 4 Diploma In Learning and Development

Contribute to food safety management in food and drink operations

This element equips learners with the knowledge and skills to identify and manage food safety risks within a food and drink operation. It covers compliance with legal requirements, active participation in maintaining food safety management systems, and the execution of monitoring and verification procedures. Learners also examine pest control strategies to prevent contamination and ensure safe production.

OAL Level 3 Diploma in Food Technology

Support remote or virtual teams

This subtopic focuses on equipping managers with the skills to assess and meet the unique needs of geographically dispersed teams in manufacturing and engineering environments. It covers the use of digital collaboration tools, methods to maintain team cohesion, and strategies to monitor performance and well-being remotely, ensuring operational efficiency and compliance with industry standards.

OAL Level 3 Diploma in Management

28 guidance points3 criteria

Process materials to make slip

This subtopic covers the essential procedures for preparing ceramic slip, a liquid clay mixture used in the casting of sanitary ware products. Learners will gain an understanding of the raw materials, mixing techniques, and quality control measures necessary to produce slip with the correct viscosity and casting properties. Mastery of this skill is critical for ensuring defect-free castings and efficient production in sanitary ware manufacturing.

OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture

Principles of food safety in manufacturing

This subtopic explores the fundamental principles of ensuring food safety throughout the manufacturing process, from personal hygiene and premises cleanliness to hazard control and safe production methods. It equips learners with the knowledge to identify hazards, implement controls, and uphold organisational and legal responsibilities to prevent contamination and protect public health.

OAL Level 2 Award in Food Safety

Anneal Glass

Annealing is a critical post-forming process in float glass manufacture where the newly formed glass ribbon is gradually cooled to relieve internal stresses. This controlled cooling ensures the glass achieves the required strength, flatness, and cutability for downstream processing. Proper annealing prevents spontaneous breakage and ensures compliance with safety and quality standards.

OAL Level 2 Diploma in Float Glass Manufacture

Lead direct sales activities in a contact centre team

This element equips learners with the skills to effectively lead and manage direct sales operations within a contact centre environment. It focuses on executing sales activities, interpreting performance data, and guiding a team to achieve targets while maintaining high customer service standards. Practical application involves coaching advisors, analysing key metrics like conversion rates and average handling time, and implementing strategies to enhance team performance.

OAL Level 3 Diploma in Customer Service

41 guidance points5 criteria

Prepare for manufacturing

This subtopic covers the essential pre-production checks and procedures required to ensure efficient and safe manufacturing of clay building products. Learners will understand how to interpret production specifications, verify materials and equipment readiness, and comply with health, safety and quality standards to prevent defects and downtime.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture +2 more

Improve operational performance in FMCG supply chain practice

This element focuses on equipping FMCG supply chain practitioners with the skills to systematically enhance operational performance through structured project management, the development of robust Standard Operating Procedures, and the application of continuous improvement methodologies. Learners will explore how to plan, lead, and sustain performance gains, directly aligning with organisational requirements and industry best practices to drive efficiency, reduce waste, and improve service levels.

OAL Level 3 Diploma in Supply Chain Practice (FMCG)

Check the quality of products

This subtopic covers the systematic inspection and verification of float glass products against quality standards, focusing on the critical role of the annealing process in preventing stress and defects. Learners will gain practical skills in using inspection tools, identifying common imperfections such as strain patterns or dimensional deviations, and understanding how controlled cooling influences the final product's durability and optical clarity. Mastery of these quality checks ensures compliance with industry specifications and reduces waste in high-volume manufacturing environments.

OAL Level 2 Diploma in Float Glass Manufacture

Manage materials and fuel

This subtopic centers on the efficient control and handling of raw materials and fuels critical to the float glass manufacturing process, ensuring quality, cost-effectiveness, and environmental compliance. Learners develop practical skills in monitoring stock levels, verifying material quality, and managing fuel consumption to maintain the continuous melting and forming operations. Effective management directly impacts the consistency of glass composition, energy usage, and overall production efficiency in a high-temperature industrial setting.

OAL Level 2 Diploma in Float Glass Manufacture

Process information about customers

Processing customer information involves the accurate and secure handling of data throughout its lifecycle, from initial collection and recording to retrieval, updating, and disposal. This subtopic equips learners with the knowledge and skills to manage customer data lawfully, maintain confidentiality, and use information effectively to support service delivery. Practical application includes adhering to data protection legislation, following organizational procedures for information management, and ensuring data integrity to enhance customer satisfaction and operational efficiency.

OAL Level 2 Diploma in Customer Service

Manage events

This element equips learners with the comprehensive skills required to plan, execute, and evaluate events within a management context. It covers the entire event lifecycle—from initial concept and detailed planning through to on-the-day management and post-event follow-up, emphasising the integration of health and safety, resource allocation, and stakeholder satisfaction. Practical application focuses on delivering professional events that meet organisational objectives and comply with legislative requirements.

OAL Level 3 Diploma in Management

Decorate glass

This subtopic covers the techniques and processes used to apply decorative finishes to float glass, including surface preparation, application methods such as etching, sandblasting, and painting, and quality control. Mastering these skills enables the production of aesthetically enhanced glass products for commercial and residential applications, adding value and meeting design specifications.

OAL Level 2 Diploma in Float Glass Manufacture

Obtaining and analysing sales-related information

This subtopic focuses on the systematic collection and interpretation of sales-related data to enhance customer service delivery and drive business decisions. Learners will explore the significance of customer feedback, market trends, and competitor analysis in informing service improvements and meeting sales targets. The practical application involves using analytical tools to transform raw data into actionable insights that directly impact customer satisfaction and organisational performance.

OAL Level 3 Diploma in Customer Service

Encourage learning and development

This subtopic focuses on equipping managers in manufacturing and engineering with the ability to foster a continuous learning culture. It addresses the principles of adult learning, practical methods to support individual development through coaching and mentoring, and the systematic evaluation of learning outcomes to enhance workforce capability and operational performance.

OAL Level 3 Diploma in Management

Communicate with customers in writing

This element focuses on the principles and practices of effective written communication with customers in a manufacturing and engineering context. Learners will develop the ability to plan, draft, and refine written correspondence such as emails, letters, and reports, ensuring clarity, professionalism, and alignment with organisational standards. Mastery of this skill supports customer satisfaction, accurate information exchange, and compliance with service level agreements.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Manage redundancy and redeployment

This unit covers the practical and legal aspects of managing redundancy and redeployment within a manufacturing or engineering context. It equips managers with the skills to plan and implement redundancy programmes fairly, while exploring redeployment as an alternative to retain talent and minimise disruption. The focus is on compliance with employment law, effective communication, and maintaining workforce morale.

OAL Level 3 Diploma in Management

Principles of people management

This element introduces the core principles of managing people within a manufacturing and engineering environment, covering workforce planning, legal and ethical obligations for equality and diversity, team dynamics, performance appraisal, employee development, and motivational reward systems. Through these concepts, learners gain the skills to effectively lead teams, ensure compliance, and foster a productive, inclusive workplace.

OAL Level 3 Diploma in Management

Deliver customer service whilst working on customers’ premises

This element focuses on the knowledge and skills required to deliver exceptional customer service while operating on a client's site, ensuring professional conduct, adherence to site-specific rules, and effective communication to represent the organization positively and resolve issues promptly.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Build and maintain effective customer relations

This element focuses on the principles and practices of establishing, maintaining, and enhancing professional relationships with customers in a manufacturing and engineering context. Learners will explore how to identify customer needs, set relationship parameters, implement communication strategies, and continuously evaluate relationship effectiveness to support business objectives and customer satisfaction.

OAL Level 3 Diploma in Customer Service

Manage a project

This subtopic focuses on the applied principles of project management relevant to manufacturing and engineering environments. Learners must demonstrate competence in initiating, planning, executing, monitoring, and closing a project, using industry-standard tools and techniques. The ability to critically evaluate project outcomes against predetermined objectives and capture lessons learned is vital for driving continuous improvement and ensuring that project deliverables meet quality, time, and cost requirements.

OAL Level 3 Diploma in Management

Carry out customer service handovers

This subtopic focuses on the systematic process of transferring customer service responsibilities between individuals or teams within manufacturing and engineering environments. Learners will develop the ability to accurately document and communicate customer issues, ensure service continuity, and apply planning tools to facilitate seamless handovers, thereby minimising service disruption and maintaining professional standards.

OAL Level 2 Diploma in Customer Service

Support customer service improvements

This subtopic explores the role of a Level 2 customer service practitioner in proactively contributing to the enhancement of service delivery. It covers methods for gathering feedback and analysing service gaps, as well as practical techniques for proposing and supporting changes that align with organisational goals. By mastering these skills, learners ensure continuous improvement in customer satisfaction and loyalty.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Recruitment, selection and induction practice

This element covers the strategic and operational aspects of attracting, selecting, and integrating employees into a manufacturing or engineering organisation. It examines theoretical models of recruitment and selection alongside legal and ethical frameworks, ensuring candidates are matched effectively to both role requirements and organisational culture. Practical application focuses on designing and implementing fair, efficient processes that enhance workforce capability and compliance with industry standards.

OAL Level 3 Diploma in Management

Exceed customer expectations

This subtopic focuses on consistently delivering service that goes beyond basic customer requirements, creating memorable experiences that foster loyalty. It explores proactive techniques to anticipate unstated needs, personalise interactions, and resolve issues in ways that delight customers. Mastery of this element is essential for building a competitive edge and ensuring repeat business.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Develop customer relationships

This subtopic focuses on the fundamental principles and practical skills required to initiate, nurture, and sustain positive relationships with customers. Learners explore the importance of understanding customer expectations, effective communication, and adapting service delivery to foster loyalty and trust. The content directly applies to roles where frontline interaction with clients is central to business success.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service

Develop and prepare resources for learning and development

This subtopic focuses on the systematic design and creation of learning materials tailored to manufacturing and engineering contexts. It covers principles such as instructional design models, adult learning theories, and inclusive practice, culminating in the practical ability to develop effective, engaging resources that bridge skills gaps in technical environments.

OAL Level 4 Diploma In Learning and Development

Electrical maintenance in food and drink maintenance engineering

This subtopic addresses the application of electrical maintenance principles within the demanding food and drink processing environment, where hygiene, safety, and minimal downtime are paramount. Learners develop competencies in maintaining, fault-finding, and commissioning electrical systems and control circuits specific to production machinery, while rigorously adhering to safe isolation procedures and regulatory requirements. The focus is on blending technical knowledge with practical skills to ensure reliable and compliant operation of equipment, documented thoroughly to meet audit and traceability standards.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Organise the provision of products or services in FMCG supply chain practice

This subtopic focuses on the coordination of procurement and logistical activities to ensure that fast-moving consumer goods (FMCG) reach customers efficiently and cost-effectively. Learners develop practical skills in sourcing products, managing supply chain flows, analysing data for decision-making, and understanding demand forecasting. The content prepares them for real-world roles where aligning supply with market demand is critical to minimising waste and maximising service levels.

OAL Level 3 Diploma in Supply Chain Practice (FMCG)

Discipline and grievance management

This subtopic covers the essential knowledge and skills required for managers to handle employee discipline and grievances effectively within the manufacturing and engineering sector. It explores the legal framework, organisational policies, and best practice procedures to ensure fair and consistent outcomes, while maintaining positive employee relations and minimising legal risks. Learners will develop capabilities to conduct investigations, prepare for formal meetings, and achieve resolutions that uphold both individual rights and business needs.

OAL Level 3 Diploma in Management

Contribute to HACCP management in food and drink operations

This subtopic focuses on the essential role of individuals in supporting Hazard Analysis and Critical Control Point (HACCP) systems within food and drink operations. Learners gain a thorough understanding of the principles, preliminary steps, and ongoing maintenance required for effective HACCP-based food safety management, enabling them to actively contribute to the development, implementation, and review of food safety procedures. Practical application ensures compliance with legal requirements and protects consumer health through systematic hazard control.

OAL Level 3 Diploma in Food Technology

Handle mail

This subtopic covers the essential skills required to manage both physical and electronic mail within a team leading context, ensuring timely distribution, adherence to confidentiality and data protection legislation, and efficient use of mailing systems. Learners will understand how to prioritise, sort, and record incoming mail, as well as prepare, frank, and dispatch outgoing correspondence, contributing to overall organisational efficiency.

OAL Level 2 Diploma in Team Leading

Principles of business

This element explores the fundamental principles that underpin successful business operations, directly relevant to customer service roles. Learners will examine how businesses identify and respond to market demands, drive innovation for growth, manage finances and budgets effectively, and utilise sales and marketing strategies to meet customer needs and organisational objectives. Mastery of these principles ensures that customer service professionals can contribute to sustainable business performance.

OAL Level 3 Diploma in Customer Service, OAL Level 3 Diploma in Management

Operate energy supply equipment

This subtopic covers the safe and efficient operation of energy supply systems integral to float glass production, including natural gas, electricity, and compressed air networks. Learners must demonstrate competence in start-up, monitoring, and shut-down procedures, aligning with standard operating procedures and energy efficiency practices. Practical application ensures consistent furnace heating, process stability, and compliance with environmental and safety regulations.

OAL Level 2 Diploma in Float Glass Manufacture

Principles of food safety in retail

This subtopic covers the critical principles of maintaining food safety within retail environments, emphasizing the dual responsibility of the organization and individual staff members. Learners explore the essential practices for keeping food handling areas hygienic and the correct procedures for serving food and drink to prevent contamination and ensure consumer safety. Mastery of these principles is fundamental for compliance with legal standards and for protecting public health in retail food operations.

OAL Level 2 Award in Food Safety

Career planning and making applications

This subtopic equips learners with essential career development skills within the furniture industry, from identifying suitable roles and pathways to creating effective CVs and understanding selection processes. It focuses on practical application, enabling learners to confidently apply for jobs or training and perform well in interviews, directly supporting their transition into employment or further study.

OAL Level 1 Diploma In Furniture Occupations

Conduct a health and safety risk assessment of the workplace

This element equips learners with the competence to systematically prepare, execute, and review workplace risk assessments specific to wood fuel production environments, ensuring compliance with health and safety legislation and promoting a proactive safety culture. It covers hazard identification, risk evaluation, control measure implementation, and ongoing monitoring.

OAL Level 3 NVQ Diploma in Managing Wood Fuel Production

Rotate dry, protect and transport semi-finished products

This element covers the essential practical skills and underpinning knowledge required to rotate, dry, protect, and transport semi-finished clay building products. Learners will explore how controlled drying prevents defects, proper handling maintains structural integrity, and effective transport methods ensure products reach the kiln in optimum condition.

OAL Level 2 Diploma in Clay Building Products Manufacture

11 guidance points2 criteria

Manage personal and professional development

This subtopic focuses on equipping learners with the skills to systematically identify their development needs in a customer service role, create actionable development plans, and continuously update these plans to ensure alignment with changing job demands and career aspirations. Practical application involves using self-assessment tools, feedback from customers and colleagues, and performance reviews to set SMART objectives for enhancing customer interactions, communication, and problem-solving abilities. Maintaining the plan's relevance ensures sustained professional growth and adaptability in dynamic service environments.

OAL Level 3 Diploma in Customer Service, OAL Level 3 Diploma in Management

Implement change

This subtopic focuses on the practical application of change management principles within an organisational context, enabling learners to plan, execute, and critically evaluate change initiatives. It underpins effective leadership by ensuring that change is systematically managed to achieve desired outcomes, with a strong emphasis on stakeholder engagement and continuous improvement.

OAL Level 3 Diploma in Management

Conduct quality audits

This element covers the essential knowledge and practical skills required to conduct quality audits in a manufacturing or engineering environment. Learners will explore the principles of quality management, including standards like ISO 9001, and learn how to plan, prepare, and execute audits to verify compliance, identify non-conformances, and recommend improvements. Mastery of this element enables managers to uphold quality assurance systems and drive continuous improvement in operational processes.

OAL Level 3 Diploma in Management

Understand the customer service environment

This subtopic examines the foundational elements of customer service within manufacturing and engineering contexts, analysing how operational practices, brand identity, organisational structures, and legal frameworks collectively shape service delivery. It emphasises the practical application of these concepts to meet customer expectations and comply with regulatory requirements.

OAL Level 3 Diploma in Customer Service

Develop resources to support consistency of customer service delivery

This subtopic focuses on the systematic development, curation, and maintenance of resources—including knowledge bases and instructional materials—to standardise customer service delivery. Learners will evaluate how organisational knowledge assets reduce variability, empower staff with up-to-date information, and ensure a uniform customer experience. Practical competence involves designing, implementing, and reviewing both digital and physical resources that directly support frontline service teams.

OAL Level 3 Diploma in Customer Service

Manage the use of technology to improve customer service

This element focuses on the strategic management of technology to enhance customer service outcomes within a manufacturing and engineering context. Learners will evaluate current technology use, identify opportunities for improvement aligned with customer needs, and lead the implementation of technological changes, ensuring measurable benefits are achieved and sustained.

OAL Level 3 Diploma in Customer Service

Develop and implement an operational plan

This subtopic equips learners with the skills to create, execute, and review operational plans that align with organisational strategy in manufacturing and engineering contexts. It covers resource allocation, risk management, performance monitoring, and continuous improvement to ensure efficient operations and achieve business objectives. Through practical application, learners will manage workflow, coordinate teams, and make data-driven decisions to enhance productivity.

OAL Level 3 Diploma in Management

35 guidance points5 criteria

Categorise products

This element focuses on the systematic categorisation of clay building products, such as bricks, tiles, and pipes, based on material properties, manufacturing methods, dimensions, quality standards, and end-use applications. It develops the ability to classify products for effective inventory management, quality control, and customer specification in a manufacturing environment.

OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture +2 more

Decorate products

This element focuses on the practical and theoretical aspects of decorating granite tiles, including surface finishing techniques such as polishing, honing, flaming, and applying sealants or colour enhancers to achieve specified aesthetic outcomes. Learners must demonstrate competence in selecting appropriate tools and materials, understanding their effects on different granite types, and completing work to industry quality standards while maintaining safety and efficiency.

OAL Level 2 Diploma in Granite Tile Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture

Communicate verbally with customers

This element focuses on the principles and practices of effective verbal communication within customer service roles. Learners will develop the ability to select and apply appropriate language, tone, and listening techniques to meet customer needs, resolve issues, and enhance satisfaction, directly impacting service quality in manufacturing and engineering contexts.

OAL Level 3 Diploma in Customer Service, OAL Level 2 Diploma in Customer Service

Food safety and compliance in food and drink maintenance engineering

This element equips food and drink maintenance engineers with critical knowledge of food safety and regulatory compliance, focusing on their role in safeguarding product integrity and public health. It covers the practical application of quality management systems, hygienic engineering standards, and relevant legislation to prevent contamination during maintenance operations. Engineers learn to integrate food safety principles into every aspect of equipment servicing, ensuring safe and legal production environments.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Principles of customer service in FMCG supply chain practice

This element explores the critical role of customer service within the fast-moving consumer goods (FMCG) supply chain, focusing on the end-to-end processes of order capture, management, and delivery. It examines how understanding diverse customer characteristics and specific needs enables tailored service solutions that enhance satisfaction and loyalty. Additionally, it addresses the strategic importance of new product introductions and accurate product costing in sustaining competitive advantage and service excellence.

OAL Level 3 Diploma in Supply Chain Practice (FMCG)

Manage a budget

This subtopic explores the essential managerial skill of budgeting, from identifying financial needs and setting realistic budgets to monitoring expenditure and evaluating performance. Learners will develop practical techniques for financial planning, cost control, and variance analysis, ensuring resources are allocated efficiently to meet organisational objectives.

OAL Level 3 Diploma in Management

Communicating with others at work

This subtopic covers the fundamental principles of effective workplace communication within a furniture manufacturing or installation setting, ensuring learners understand both formal and informal channels. It emphasises the practical application of clear verbal, non-verbal, and written methods to maintain safety, quality, and teamwork on the shop floor or at a client site. Mastery of this enables accurate task completion and positive working relationships in a hands-on, trade-based environment.

OAL Level 1 Diploma In Furniture Occupations

Contribute to health, safety and environmental management in food and drink operations

This subtopic focuses on the practical application of health, safety, and environmental (HSE) management principles within food and drink manufacturing operations. Learners will explore how to contribute to a positive safety culture, ensure legal compliance, and drive continuous improvement in hygiene, risk mitigation, and sustainable resource use. The content is directly relevant to supervisory roles where monitoring workplace practices and implementing corrective actions are key responsibilities.

OAL Level 3 Diploma in Food Technology

Develop learning and development programmes

This element focuses on the systematic design, development, and review of learning and development programmes within organisational contexts. It requires applying core principles such as needs analysis, learning theories, and coherent structuring to create impactful interventions that address identified skills gaps and enhance performance. Effective programme development involves iterative evaluation and stakeholder collaboration to ensure alignment with strategic objectives and continuous improvement.

OAL Level 4 Diploma In Learning and Development, OAL Level 4 Award in Learning and development

Champion customer service

This subtopic focuses on the strategies and behaviours required to advocate for and embed a customer-centric culture within manufacturing and engineering settings. Learners will explore how to proactively identify service gaps, promote best practice, and lead continuous improvement initiatives that enhance the customer experience. Practical application involves using feedback systems, influencing stakeholders, and driving measurable service enhancements.

OAL Level 3 Diploma in Customer Service

Process glass materials

This element covers the practical and theoretical knowledge required to process glass materials in a float glass manufacturing environment. Learners will gain skills in handling raw materials, operating glass melting and forming equipment, and performing quality inspections. The focus is on ensuring safe, efficient, and high-quality production of flat glass products.

OAL Level 2 Diploma in Float Glass Manufacture

Understand customers

This subtopic explores the critical role of understanding customers within a manufacturing and engineering environment, examining both internal and external customer types. It emphasises how team leaders can foster customer loyalty by delivering quality, effective communication, and continuous improvement. A key focus is linking customer satisfaction to operational efficiency, repeat business, and long-term business success.

OAL Level 2 Diploma in Team Leading, OAL Level 2 Diploma in Customer Service

Dealing with problems

This element focuses on developing the essential problem-solving skills required in furniture making. Learners learn to identify and define issues such as material defects, tool malfunctions, or design discrepancies, then systematically plan and evaluate viable solutions to maintain production quality and safety.

OAL Level 1 Diploma In Furniture Occupations

Contribute to product development and costing in food and drink operations

This subtopic equips learners with the skills to actively participate in product development within food and drink operations, from concept through trial to launch, while also ensuring accurate costing of new products to support business viability. It covers understanding development processes, supporting trials, and performing cost calculations using industry-standard methods.

OAL Level 3 Diploma in Food Technology

36 guidance points5 criteria

Operate equipment

This element focuses on the practical skills and underpinning knowledge required to safely and effectively operate machinery used in sanitary ware production, such as casting machines, glazing equipment, and kilns. Learners must demonstrate competence in starting up, running, and shutting down equipment in line with standard operating procedures, while maintaining product quality and complying with health and safety regulations.

OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Clay Building Products Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture +2 more

Health, safety and environment in food and drink maintenance engineering

This subtopic equips learners with the essential knowledge and practical approaches to manage health, safety, and environmental responsibilities specific to maintenance engineering in food and drink production. It integrates legal compliance, incident management, and sustainable resource use to protect personnel, product integrity, and the environment. Mastery ensures engineers can operate safely while meeting stringent industry regulations.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Manage wood fuel production

This subtopic covers the comprehensive management of wood fuel production, focusing on planning, coordinating, and overseeing processes from raw material intake to finished product dispatch. It addresses the need for operational efficiency, quality control, and strict adherence to health and safety regulations within a wood fuel production environment. The content equips learners with the practical skills to supervise staff, maintain equipment, and ensure sustainable practices that meet industry and environmental standards.

OAL Level 3 NVQ Diploma in Managing Wood Fuel Production

26 guidance points3 criteria

Gather, analyse and interpret customer feedback

This subtopic covers the systematic processes for gathering, analysing and interpreting customer feedback within customer service contexts, essential for identifying strengths and areas for improvement. Learners develop practical skills in planning data collection, selecting appropriate methods, and using analytical techniques to draw meaningful insights, culminating in evidence-based recommendations that drive service quality enhancements in manufacturing and engineering environments.

OAL Level 2 Diploma in Customer Service, OAL Level 3 Diploma in Customer Service, OAL Level 3 Diploma in Management

Manage knowledge in an organisation

This element focuses on the systematic management of organisational knowledge as a strategic asset. It covers foundational principles, methods for identifying critical knowledge, and practical techniques for capturing, storing and sharing knowledge to drive performance and innovation.

OAL Level 3 Diploma in Management

Principles of planning and procurement in FMCG supply chain practice

This subtopic delves into the core principles of planning and procurement essential for managing fast-moving consumer goods (FMCG) supply chains effectively. It examines how capacity planning, supply planning, logistics, and procurement must be integrated to meet volatile customer demand while maintaining cost efficiency and service levels. Practical application involves using forecasting tools, managing supplier relationships, and designing responsive logistics networks to ensure product availability from production to point of sale.

OAL Level 3 Diploma in Supply Chain Practice (FMCG)

Developing collaborative relationships with other organisations

This element focuses on the strategic management of collaborative partnerships within the learning and development function of manufacturing and engineering organisations. It equips professionals with the skills to systematically identify, initiate, and sustain mutually beneficial relationships with external bodies such as training providers, educational institutions, and industry bodies to enhance workforce capability and drive organisational performance.

OAL Level 4 Diploma In Learning and Development

Machining and welding in food and drink maintenance engineering

This subtopic covers the application of machining and welding techniques, particularly down-hand TIG welding, within the strict hygiene and safety regulations of the food and drink industry. It includes understanding component requirements, manufacturing basic parts, and adhering to proper work area restoration, essential for maintaining processing equipment in a contamination-controlled environment.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Lead and manage a team

This subtopic focuses on the practical skills required to effectively lead and manage a team, ensuring team members are motivated and supported to achieve organisational goals. It covers strategies for engaging individuals, monitoring and improving performance, and constructively resolving conflicts or issues that arise, all of which are essential for maintaining a productive and cohesive working environment.

OAL Level 2 Diploma in Team Leading

Use service partnerships to deliver customer service

This element explores the strategic role of service partnerships in extending customer service capability, ensuring seamless delivery across multiple providers. Learners will analyse partnership models, relationship-building techniques, and performance management to maintain service quality. Practical application focuses on collaborative problem-solving and aligning partner operations with organisational service standards.

OAL Level 3 Diploma in Customer Service

Contribute to technical and quality management in food and drink operations

This element focuses on the practical application of technical and quality management within food and drink operations, ensuring products meet safety, legal, and customer requirements. Learners will engage with management systems such as HACCP and ISO standards, conduct internal audits, and support external verification processes to maintain operational excellence.

OAL Level 3 Diploma in Food Technology

25 guidance points3 criteria

Process materials to make glaze

This subtopic covers the essential processes and knowledge required to accurately prepare glaze batches for sanitary ware production. Learners must demonstrate competence in selecting, measuring, and mixing raw materials according to specified formulations, while adhering to strict quality and safety standards. Mastery of these techniques ensures consistent glaze application and defect-free finished products.

OAL Level 2 Diploma In Sanitary Ware Manufacture, OAL Level 2 Diploma in Granite Tile Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture

Purchase raw materials or equipment for wood fuel production

This element focuses on the procurement process for raw materials and equipment in wood fuel production, covering supplier identification, cost analysis, quality assurance, and contract negotiation. It emphasises the practical skills needed to maintain a sustainable and cost-effective supply chain, ensuring compliance with environmental and legal standards. Learners will apply these skills to support continuous production, minimise waste, and meet business objectives.

OAL Level 3 NVQ Diploma in Managing Wood Fuel Production

Developing self

This element focuses on the fundamental skill of self-development within the furniture manufacturing context, enabling learners to identify personal strengths and areas for growth, create actionable improvement plans, and critically reflect on their progress. Through structured self-assessment and goal setting, learners build the professional discipline required to continuously enhance their craft, ensuring their skills remain aligned with industry standards and personal aspirations.

OAL Level 1 Diploma In Furniture Occupations

Engage learners in the learning and development process

This element focuses on the strategies and theoretical foundations for actively involving learners throughout the learning and development cycle. It emphasises the pivotal role of mentoring in building supportive relationships that foster motivation, self-reflection, and continuous improvement. Practitioners will learn to apply engagement techniques to create inclusive environments that encourage ownership of learning and facilitate constructive progress reviews.

OAL Level 4 Diploma In Learning and Development

Principles of regulation and business processes in FMCG supply chain practice

This subtopic explores the integrated flow of goods, information, and finances from sourcing to consumer in fast-moving consumer goods (FMCG), emphasizing the distinct characteristics of short shelf-life, high volume, and demand volatility. Learners will analyse how core business processes such as forecasting, procurement, production, logistics, and reverse logistics adapt to different retail and manufacturing contexts. Practical application involves evaluating how regulatory frameworks, including food safety, trading standards, and environmental legislation, shape operational decisions and ensure compliance across the supply chain.

OAL Level 3 Diploma in Supply Chain Practice (FMCG)

Contribute to the improvement of business performance

This element focuses on equipping managers with the competencies to identify, analyse, and resolve business problems using structured approaches. Learners will explore a range of improvement techniques, such as Lean and continuous improvement, and develop practical skills to contribute effectively to enhancing business performance within their operational context. The emphasis is on evidence-based decision-making and collaborative problem-solving to drive measurable improvements.

OAL Level 3 Diploma in Management

Maintenance of fluid power systems in food and drink maintenance engineering

This element focuses on the safe and effective maintenance of pneumatic and hydraulic systems within the food and drink sector. Learners will apply fluid power principles to isolate, dismantle, repair, reassemble, and test components while complying with stringent hygiene, safety, and quality regulations. Competence includes interpreting performance data, applying reliability techniques, and taking accountability for work quality to minimise production downtime and contamination risks.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Develop self and maintain professional relationships in food and drink operations

This element focuses on personal and professional development within food and drink operations, emphasizing self-improvement, supporting colleagues, and fostering effective workplace relationships. It addresses key behaviors and communication skills necessary to work both autonomously and collaboratively, ensuring compliance with industry standards and enhancing team performance. Learners will explore strategies for continuous development, conflict resolution, and maintaining high professional conduct in a fast-paced, regulated environment.

OAL Level 3 Diploma in Food Technology

Maintain machinery, tools or equipment

This element focuses on the essential skills and knowledge required to effectively maintain machinery, tools, and equipment within wood fuel production operations. Learners must demonstrate competence in performing planned and reactive maintenance tasks while adhering to strict health and safety protocols to minimise downtime and ensure optimal equipment performance. Understanding the rationale behind maintenance schedules, such as preventing costly breakdowns and maintaining fuel quality, is critical for managerial decision-making in this sector.

OAL Level 3 NVQ Diploma in Managing Wood Fuel Production

Promote and maintain health and safety standards in FMCG supply chain practice

This element focuses on the critical role of health and safety within FMCG supply chains, equipping learners to actively promote a safety culture, maintain rigorous standards, and apply management principles to mitigate risks. It covers legal duties, risk assessment, and practical measures to ensure compliance and protect workers, products, and operations in fast-paced logistics and warehousing environments.

OAL Level 3 Diploma in Supply Chain Practice (FMCG)

Engage with employers to develop and support learning provision

This element focuses on the strategic collaboration between learning and development professionals and employers to co-design, deliver, and evaluate vocational learning provision. It emphasises understanding employer needs, aligning learning outcomes with organisational objectives, and ensuring tangible benefits for both learners and the partner organisation. Practical application involves negotiating learning aims, managing stakeholder expectations, and using evaluation to refine future provision.

OAL Level 4 Diploma In Learning and Development

Manufacture production cases

This subtopic covers the practical skills and theoretical knowledge required to manufacture production cases for sanitary ware, such as WC pans, cisterns, and basins, using slip casting techniques with plaster moulds. Learners will develop competence in preparing materials, setting up moulds, performing casting, demoulding, and finishing greenware, while adhering to strict quality and safety standards essential in ceramic manufacturing.

OAL Level 2 Diploma In Sanitary Ware Manufacture

Developing time management skills

This subtopic equips learners with essential time management techniques tailored to the furniture manufacturing environment, where efficient use of time directly impacts productivity and project deadlines. It covers planning, prioritising tasks, and avoiding common pitfalls, enabling learners to meet workshop demands, minimise waste, and contribute to team efficiency.

OAL Level 1 Diploma In Furniture Occupations

Operate spray dryer

This subtopic covers the essential knowledge and practical skills required to operate a spray dryer in the context of granite tile manufacture. Learners will understand how to prepare slurry, control drying parameters such as temperature and airflow, and monitor the quality of the resulting powder to ensure it meets specifications for subsequent pressing and firing stages. Mastery of these operations is critical for achieving consistent tile quality and production efficiency.

OAL Level 2 Diploma in Granite Tile Manufacture, OAL Level 2 Diploma in Ceramic Tile Manufacture

Material science in food and drink maintenance engineering

This subtopic explores the fundamental principles of material science as applied to maintenance engineering within food and drink production. It covers the selection, performance, and failure analysis of materials used in processing equipment, packaging, and infrastructure, with a strong emphasis on hygiene, corrosion resistance, and regulatory compliance. Learners will understand how material properties directly influence maintenance strategies, equipment lifespan, and product safety.

OAL Level 3 Diploma in Food and Drink Maintenance Engineering

Develop a social media strategy for customer service

This subtopic explores the systematic development of a social media strategy specifically tailored for customer service operations. Learners will examine how to align social media channels with organisational service goals, select appropriate platforms, and define protocols for engagement, response, and issue resolution. Practical application involves creating a coherent plan that enhances customer experience, manages brand reputation, and leverages social listening to proactively address customer needs.

OAL Level 3 Diploma in Customer Service

Interpret and analyse data in food and drink operations

This element focuses on the critical skills required to systematically interpret, analyse, and leverage data within food and drink manufacturing environments. Learners explore the use of information and communication technology and management information systems to monitor processes, ensure quality, and drive continuous improvement. Mastery of these competencies enables data-driven decision-making that enhances operational efficiency, product safety, and regulatory compliance.

OAL Level 3 Diploma in Food Technology

Dry products

This subtopic covers the critical process of removing moisture from formed clay building products to achieve the desired strength and stability prior to firing. Learners explore both the theoretical principles of moisture transport and shrinkage, and the practical operation of industrial drying systems such as chamber or tunnel dryers, focusing on cycle control, product quality, and energy efficiency.

OAL Level 2 Diploma in Clay Building Products Manufacture

Pre-process glass

Pre-processing of glass in float glass manufacture involves essential preparatory steps such as cutting, edge-working, washing, and inspection of raw glass sheets before they undergo further fabrication like tempering or coating. This stage ensures dimensional accuracy, edge quality, and surface cleanliness, directly impacting yield and final product integrity. Mastery of pre-processing techniques is critical for minimizing defects, reducing waste, and maintaining efficient downstream operations.

OAL Level 2 Diploma in Float Glass Manufacture

Engage with employers to facilitate workforce development

This element focuses on the strategic role of a learning and development practitioner in proactively engaging with employers to identify skills gaps, co-design tailored workforce development solutions, and facilitate their implementation. It emphasises building sustainable partnerships that align training initiatives with organisational objectives, ensuring measurable improvements in employee performance and business productivity.

OAL Level 4 Diploma In Learning and Development

Effective skills, qualities and attitudes for learning and work

This element explores the essential personal qualities, attitudes, and behaviours required for success in learning and working within furniture occupations. Learners will identify key positive attributes such as punctuality, teamwork, and dedication, and assess their own development needs to enhance employability. The focus is on self-awareness and professional growth in a workshop environment.

OAL Level 1 Diploma In Furniture Occupations

Resolve problems in FMCG supply chain practice

This subtopic focuses on equipping learners with the skills to effectively identify, analyse, and resolve problems within the fast-paced FMCG supply chain. It covers leading team problem-solving activities, developing robust contingency plans, and applying structured problem-solving principles to meet and enhance organisational supply chain performance.

OAL Level 3 Diploma in Supply Chain Practice (FMCG)