SAQA All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Manage customer requirements and needs and implement action plans 
SAQA US ID UNIT STANDARD TITLE
10053  Manage customer requirements and needs and implement action plans 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 5  Level TBA: Pre-2009 was L5 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Reregistered  2018-07-01  2023-06-30  SAQA 06120/18 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2027-06-30  

In all of the tables in this document, both the pre-2009 NQF Level and the NQF Level is shown. In the text (purpose statements, qualification rules, etc), any references to NQF Levels are to the pre-2009 levels unless specifically stated otherwise.  

This unit standard does not replace any other unit standard and is not replaced by any other unit standard. 

PURPOSE OF THE UNIT STANDARD 
This unit standard is a core standard and forms part of the qualification, National Diploma, and is registered at Level 5 on the National Qualifications Framework (NQF). Learners working towards this standard will be learning towards the full qualification, or will be working within a Marketing Environment, specialising in either Marketing Communication, Marketing Management, Market Research or Customer Management, where the acquisition of competence against this standard will add value to one`s job.
This standard will also add value to learners who are starting their own business and recognises that Marketing forms an integral component of any business.

The qualifying learner is capable of:
  • Listening to and interpreting customer needs
  • Describing action plans
  • Implementing action plan to meet customers needs
  • Tracking and measuring the action plan to its completion 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
  • Learners accessing this qualification will have demonstrated competence against the standards in the National Certificate in Marketing, Marketing Communication or Marketing Research or marketing Management or Customer Management or equivalent at NQF Level 4. 

  • UNIT STANDARD RANGE 
  • Marketing including all forms of marketing communications, direct marketing and relationship marketing, sponsorship, event marketing, sales promotions, public relations and alternative strategies.
  • Standard applies to marketing management, customer management, marketing communications and marketing research
  • Questioning skills including using open and close ended questions. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Listen to and interpret customer needs 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Questioning skills are used to obtain information so interpretation of customer's needs is accurate. 

    ASSESSMENT CRITERION 2 
    2. Customers needs are prioritised. 

    ASSESSMENT CRITERION 3 
    3. Customer is listened to, using established methods. 

    SPECIFIC OUTCOME 2 
    Describe action plan 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Action plan is agreed with all stakeholders. 

    ASSESSMENT CRITERION 2 
    2. Resources required to implement the action plan are communicated. 

    ASSESSMENT CRITERION 3 
    3. Action plan is evaluated in terms of its ability to meet customer requirements. 

    SPECIFIC OUTCOME 3 
    Implement action plan to meet customers needs 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Actions of frontline providers are evaluated against action plan agreed previously. 

    ASSESSMENT CRITERION 2 
    2. Action plan is implemented within agreed timeframes, budgets and resource allocations. 

    ASSESSMENT CRITERION 3 
    3. Action plan is implemented to the satisfaction of the customer and the organisation. 

    ASSESSMENT CRITERION 4 
    4. Documentation relating to the action plan is complete, concise and in the required format and location. 

    SPECIFIC OUTCOME 4 
    Track and measure the action plan to its completion 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All stakeholders agree measurement techniques. 

    ASSESSMENT CRITERION 2 
    2. Actual progress is evaluated and reviewed against the action plan agreed. 

    ASSESSMENT CRITERION 3 
    3. Identified variances against action plan are recorded and reasons for the discrepancy are found and analysed. 

    ASSESSMENT CRITERION 4 
    4. Measurement report and review records are complete, concise, completed in the required format and within the agreed time frame. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers offering learning towards this unit standard will be accredited by the Educational Training Quality Assurance Body (ETQA) of the Services SETA and /or by The Council of Higher Education (CHE). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    A demonstrated understanding of:
  • A broad understanding of methods and techniques for developing and implementing action plans.
  • A general and broad understanding of methods and techniques for tracking and measuring performance against an agreed plan of action. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
  • Identify and solve problems related to the development and implementation of an action plan to meet customer`s requirements and needs. 

  • UNIT STANDARD CCFO WORKING 
  • Work effectively with others to ensure the successful implementation of the action plan to meet customer requirements and needs. 

  • UNIT STANDARD CCFO ORGANISING 
  • Organise oneself and one`s activities so that alternative action plans exist, in the event of current one`s being rejected or failing. 

  • UNIT STANDARD CCFO COLLECTING 
  • Collect, evaluate, organise and critically evaluate information regarding customer requirements and needs. 

  • UNIT STANDARD CCFO SCIENCE 
  • Use science and technology to record the progress of the action plan and the measurement of progress against this action plan. 

  • UNIT STANDARD CCFO DEMONSTRATING 
  • Be culturally sensitive across a range of social context when listening to and interpreting customer`s needs and requirements. 

  • REREGISTRATION HISTORY 
    As per the SAQA Board decision/s at that time, this unit standard was Reregistered in 2012; 2015. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  20908   National Diploma: Customer Management  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Core  58802   National Diploma: Disability Employment Practice  Level 5  NQF Level 05  Reregistered  2023-06-30  SABPP 
    Core  49023   National Diploma: Liaison Interpreting  Level 5  NQF Level 05  Reregistered  2023-06-30  QCTO 
    Core  20904   National Diploma: Marketing Communications  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Core  61593   National Diploma: Marketing Management  Level 5  NQF Level 05  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  20896   National Diploma: Marketing Research  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Fundamental  64390   National Certificate: Emergency Services Supervision: Fire and Rescue Operations  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  LG SETA 
    Fundamental  67229   National Diploma: Payroll Administration Services  Level 5  NQF Level 05  Reregistered  2023-06-30  SERVICES 
    Fundamental  35926   National Diploma: Payroll Administration Services  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2009-03-31  Was SERVICES until Last Date for Achievement 
    Elective  67354   Further Education and Training Certificate: Piano Technology  Level 4  NQF Level 04  Reregistered  2023-06-30  CATHSSETA 
    Elective  78526   National Certificate: Automotive Repair and Maintenance  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  78943   National Certificate: Autotronics  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  MERSETA 
    Elective  59201   National Certificate: Generic Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  93993   National Certificate: Labour Relations Practice  Level 5  NQF Level 05  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  79627   National Certificate: Mechatronics  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  MERSETA 
    Elective  48671   National Certificate: Music Industry: Sound Technology  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  MICTS 
    Elective  58330   National Certificate: Pipeline Operations  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  TETA 
    Elective  48662   National Certificate: Postal Frontline Service Management  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  SERVICES 
    Elective  58977   National Certificate: Publishing  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2015-06-30  FPMSETA 
    Elective  57450   National Diploma: Automotive Diagnostics and Repair  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered" 
    2009-02-18  Was MERSETA until Last Date for Achievement 
    Elective  62610   National Diploma: Copywriting  Level 5  NQF Level 05  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  48784   National Diploma: Translation  Level 5  NQF Level 05  Reregistered  2021-06-30  CHE 
    Elective  58246   Bachelor of Human Settlements Development  Level 6  Level TBA: Pre-2009 was L6  Passed the End Date -
    Status was "Reregistered" 
    2018-06-30   


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD: 
    This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.
     
    1. ACADEMY BUSINESS SCHOOL 
    2. Agisanang SA Training 
    3. All Access Holdings 
    4. AMATHUBA HUB 
    5. ANGLO PLATINUM - ENGINEERING SKILLS TRAINING CENTRE 
    6. Asiphokuhle Training and Research Institute 
    7. Bantubanye Skills 
    8. Buffalo City Fire & Emergency Services Trainig Academy 
    9. CAMBLISH TRAINING INSTITUTE PTY LTD 
    10. City Of Cape Town - FIRE and Rescue Services Training Academy 
    11. City of Johannesburg Emergency Services Training Academy 
    12. City of Tshwane Community Safety - FIRE 
    13. Classic Human Capital Solutions 
    14. Davest Trading 36 Pty Ltd 
    15. Dawsons Training Academy (Pty) Ltd (DURBAN) (TP) 
    16. Ekurhuleni Metropolitian Municipal Emergency Services Training Academy 
    17. Etest 
    18. Ethekwini Fire and Disaster Management Services 
    19. ETS Emergency Training Solutions (PTY) LTD 
    20. Golden Era Group of Companies 
    21. Imperial Technical Training Academy (WADEVILLE) (TP) 
    22. Josmap Training Institute 
    23. Kgolo Institute 
    24. Khara Hais Local Municipality/Emergency Services Training Academy 
    25. KUKHULA GLOBAL PROJECTS PTY LTD 
    26. KwaZulu Automotive Training Services cc (KZN) (DURBAN) (TP) 
    27. LO Tantsi Fire Consultants CC. 
    28. Maraba Event and Entertainment Pty Ltd 
    29. MARUATONA TRADING ENTERPRISE 
    30. McCarthy Academy Cape Town (BLACKHEATH) (TP) 
    31. McCarthy Automotive Artisan Academy (MIDRAND) (TP) 
    32. McCarthy Automotive Artisans Academy (PINETOWN) (TP) 
    33. NOLWAZI TRAINING AND DEVELOPMENT ACADEMY PTY LTD 
    34. ON-TRACK EMPOWERING SOLUTIONS PTY LTD 
    35. PHALAPHALA MAGEMENT CONSULTING 
    36. Rural Metro Emergency Management Services (PTY)LTD 
    37. SABC Limited 
    38. Sasol Secunda - Emergency Management Training Academy 
    39. SG Coal (Pty) Ltd (TP) 
    40. SIZANI CONSULTING 
    41. South West Media College (Pty) Ltd 
    42. The Automobile Association of South Africa NPC T/A The AA Technical College(MIDRAND) (TP) 
    43. The Automobile Association of South Africa T/A AA Training Academy (MO 
    44. TIRISANO YA BAKWENA CONSULTANTS 
    45. Tlokwe City Council Fire Brigade Services Training Centre 
    46. Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) 
    47. Tshwane Leadership & Management Academy/Tshwane Metro Police 
    48. TSINGAMO MANAGEMENT CONSULTANT AND PEOPLE DEVELOPMENT PTY 
    49. UKWAKHILE TRAINING 
    50. VALE DEVELOPMENT PTYLTD 
    51. Vicmat Consultants 



    All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus the only payment that can be made for them is for service and reproduction. It is illegal to sell this material for profit. If the material is reproduced or quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.