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: 

Develop and apply a service culture to a leadership role 
SAQA US ID UNIT STANDARD TITLE
120390  Develop and apply a service culture to a leadership role 
ORIGINATOR
SGB Administration 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Public Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 4  NQF Level 04 
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 will be useful to learners who are working within a Public Sector, Local Government, commercial or community environment, and will fulfill a leadership role as part of their job. This Unit Standard will also add value to public officials who are seeking to develop a career pathway towards an accomplished integrated development planner or public sector management and administration specialist.

The qualifying learner is capable of:
  • Explaining service excellence from a leadership perspective.
  • Planning service excellence in a local government leadership context.
  • Compiling and implementing a service excellence plan.
  • Evaluating service delivery efficacy. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in Communication at NQF Level 3, or the equivalent thereof. 

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain service excellence from a leadership perspective. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The role of the leader as a service provider is identified and described in relation to other roles in the organization. 

    ASSESSMENT CRITERION 2 
    The skills and talents that a leader must integrate into his/her service excellence role are identified and described in relation to specific service delivery contexts. 

    ASSESSMENT CRITERION 3 
    Organisational policy, structure, mission and resources are integrated into the service excellence plan within a leadership context. 

    ASSESSMENT CRITERION 4 
    The key roleplayers that must be liaised with in service excellence are identified and any sensitivities within roleplayer contexts are highlighted in the service delivery plan. 

    ASSESSMENT CRITERION 5 
    Accountability for service delivery is defined and complied in accordance with institutional policies, procedures and structures. 

    SPECIFIC OUTCOME 2 
    Plan service excellence in a local government leadership context. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Service development challenges and objectives within an organisation are identified and discussed with examples. 

    ASSESSMENT CRITERION 2 
    Service excellence initiatives are identified and explained in relation to visionary thinking and scenario plans. 

    ASSESSMENT CRITERION 3 
    Methods for engaging roleplayers are identified and utilised to ensure a proactive participative and consultative process in service excellence delivery. 

    ASSESSMENT CRITERION 4 
    Idealistic versus realistic service delivery mechanisms within an organisation are differentiated with examples. 

    ASSESSMENT CRITERION 5 
    Methods for improvising with varying contextual dynamics are explained in order to ensure the best service delivery options within the given context. 

    ASSESSMENT CRITERION 6 
    Service delivery objectives are explained in relation to Integrated Development Plans pertaining to a specific context. 

    SPECIFIC OUTCOME 3 
    Compile and implement a service excellence. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    A service excellence plan is defined in relation to leadership context. 

    ASSESSMENT CRITERION 2 
    Strategic and scenario plans are integrated into service plan. 

    ASSESSMENT CRITERION 3 
    Plans to address possible disaster management issues within a specific context are designed from a leadership perspective and monitored on an ongoing basis. 
    ASSESSMENT CRITERION RANGE 
    Different approaches to disaster management include but are not limited to mitigation through capacity building, legislative responsibilities, disaster mapping, assessment, pre-disaster risk and vulnerability reduction, post disaster recovery and rehabilitation, disaster related infrastructure and development.
     

    ASSESSMENT CRITERION 4 
    Continuous improvement processes for service excellence are explained and integrated in a plan of action. 

    ASSESSMENT CRITERION 5 
    Measurements, benchmarks and evaluation tools to determine efficacy of service excellence plan are identified and explained from a leadership perspective. 

    ASSESSMENT CRITERION 6 
    Structures, resources and capacity that supports and enhances service delivery are identified and mobilized and utilised in a cost-effective manner. 
    ASSESSMENT CRITERION RANGE 
    Mobilising and utilising resources includes but is not limited to utilising local government assets in a professional and responsible manner.
     

    SPECIFIC OUTCOME 4 
    Evaluate service delivery efficacy. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Measurement tools and processes are used to measure service excellence on an ongoing basis. 

    ASSESSMENT CRITERION 2 
    Random sampling is undertaken to test efficacy of service excellence in different contexts. 

    ASSESSMENT CRITERION 3 
    Problems relating to service are identified and remedial action implemented where relevant. 

    ASSESSMENT CRITERION 4 
    Evaluation is monitored and recorded for input into future scenario plans. 

    ASSESSMENT CRITERION 5 
    Poor service delivery and related problem areas are identified and addressed in an innovative and professional manner. 

    ASSESSMENT CRITERION 6 
    Priority areas for enhancing service delivery are weighed up and options are explored for addressing priority areas. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Any individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • The key roleplayers and spheres of government in achieving service delivery objectives.
  • Local government principles and procedures pertaining to local government service delivery.
  • Principles of customer service.
  • Leadership skills and roles as they relate to service delivery.
  • Creative thinking skills.
  • Decision-making skills.
  • Business management and planning techniques.
  • Communications and interpersonal skills. 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems using critical and creative thinking processes to formulate service excellence plans within a leadership context. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community to ensure effective implementation of service excellence plans. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively in order to ensure that all information is gathered for input into service excellence plans. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information in order to determine efficacy of service excellence and the continuous improvement processes that must be integrated. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language in the modes of oral and/or written persuasion to impart plan to others so that they can fulfill service delivery requirements in their respective functions. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility to the environment and health of others to document plans and planning evaluation. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of interrelated systems by recognising that problem-solving contexts relating to service delivery do not exist in isolation and that varying factors will impact on this. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Participating as responsible citizens in the life of local, national and global communities by ensuring that service delivery is ensured in a professional and proactive manner. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

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

    UNIT STANDARD NOTES 
    Articulation possibilities:

    This unit standard will enable a learner to articulate to other qualifications in Business Administration, Generic Management, Public Finance Management and Administration, Municipal Finance Management and Administration, Human Resources Management, Communications. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50081   Further Education and Training Certificate: Leadership Development  Level 4  NQF Level 04  Reregistered  2023-06-30  LG SETA 
    Elective  58337   Further Education and Training Certificate: Trade Union Practice  Level 4  NQF Level 04  Reregistered  2023-06-30  ETDP SETA 
    Elective  63369   National Diploma: Trade Union Practice  Level 5  NQF Level 05  Reregistered  2023-06-30  ETDP SETA 


    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. ABA Sebenzi 
    2. Africa Corporate Training Institute and HR Consulting 
    3. Africa Institute For Public Administration 
    4. AfroXpert Performance Developement cc 
    5. Akili Training 
    6. Aldabri 106 Institute for Quality Pty Ltd 
    7. All Access Holdings 
    8. Amabamba Recruitment 
    9. Amadube Investments CC 
    10. Asiphokuhle Training and Research Institute 
    11. AVAX SA 481 CC. T/A Mandisa Development Services 
    12. Ayandona Manufacturing and Distribution (Pty) Ltd 
    13. Boikgantsho Consulting & Events 
    14. Break The Chains Development Services 
    15. Breakeven 59(PTY) Ltd 
    16. BW Khuzwayo Consulting CC 
    17. CB Willemse Training 
    18. Classic Human Capital Solutions 
    19. Continuing Education Programme 
    20. Cre8ive Organisational Development 
    21. CTC College(PTY) LTD. 
    22. Dean Institute Of Learning (Pty) Ltd 
    23. Dee's Training (PTY) LTD 
    24. Didintle Training Services 
    25. Ditirelo Skills Development Services 
    26. DITSELA LABOUR INSTITUTION 
    27. Elective Training Institute Enterprise CC 
    28. ELIJAH BARAYI MEMORIAL TRAINING CENTRE 
    29. Execuprime Business College (Pty) Ltd 
    30. Fire Protection Association of Southern Africa 
    31. Frugatrax Consultants 
    32. GOBELA CONSULTING 
    33. Goitsikitso Enterprise Trading 
    34. Gotsec Skills Training 
    35. HDPSA 
    36. Hlombe and Associates 
    37. IQ Skills Academy (PTY) LTD. 
    38. JNUTO Trading and Projects 
    39. Jobafrik Consulting 
    40. Josmap Training Institute 
    41. JTM Empowered 
    42. Kalideen Management 
    43. Kamanga Skills Projects 
    44. Karabo Ya Karabo 
    45. Kegatilwe Construction & Projects 
    46. Kernel Management and Consulting (PTY) LTD. 
    47. Keydimensions Risk Solutions 
    48. Kgolo Institute 
    49. Kgotla Trading Enterprise 
    50. Khosithi Training 
    51. Khula Nonke Training & Development 
    52. Lagnita Skills Solutions 
    53. Leronsa Trading Enterprise 
    54. Lewerb Holdings (PTY) Ltd 
    55. M.I.C. Training and Development 
    56. Maile Consulting 
    57. Makhophila Business Enterprise 
    58. Management College of Southern Africa (MANCOSA) 
    59. Mangalani Business Enterprises 
    60. Manpower Skills Academy 
    61. Maqhawe College 
    62. Mathye and Ditlou Dynasty Corporate 
    63. Mcebo Technologies 
    64. Mgwezane Training and Events Management CC. 
    65. Miczo's Enterprise 
    66. Mimoisa Business Solutions CC 
    67. Minotime (PTY) LTD 
    68. Mission Point Consulting 
    69. MJ Mafunisa Consulting (PTY) LTD 
    70. Mmalethabo Consulting 
    71. MML Consulting CC. 
    72. Mod-Mosh Projects and Consulting (PTY) LTD 
    73. Mortarboard Training Solutions 
    74. Mosako Wa Kitso 
    75. Multiple Productive Management Solutions 
    76. Networx for Career Development 
    77. Nhlahle Development Agency 
    78. NJ & L Trading Enterprise CC. 
    79. Nkqubela Community Developers 
    80. NS Global Academy 
    81. Ntsangalala Business Enterprise 
    82. Nyankwavi Investment CC. 
    83. Pioneer Business Consulting 
    84. PMA Holdings (PTY ) LTD. 
    85. Power Rush Trading 170 CC. 
    86. Powernexus 
    87. Pro Jentibus Sports Development NPC 
    88. Pudi's Educational Services And Youth Development 
    89. Qabuka-Vuka Development Trading 
    90. Quick Leap Investment 
    91. Regent Business School (Pty) Ltd t/a Regent Business School 
    92. Resonance Institue of Learning 
    93. Sanchaa Connection 
    94. Sasalethu Consulting and Associates 
    95. SAZM TRADING AND PROJECTS PTY LTD 
    96. Seige Trading Solutions 
    97. SEVEN ARROWS PROTECTION ALLIANCE CC 
    98. Sinokuhle Konke Trading Enterprise 
    99. STARPLEX 408 CC 
    100. Summat Training Institute 
    101. SWARANANG MANAGEMENT CONSULTING CC 
    102. T Mabuya & Associates (Pty) Ltd 
    103. Talent Emporium Academy (PTY) Ltd 
    104. Tankimo Trading (Pty) Ltd 
    105. The Crimson CO CC. 
    106. Thubelihle Graduate Institute 
    107. Thuto Lere Community Empowerment Programme 
    108. Thuto-Boswa Education and Training Solution 
    109. Tloumogale Business Development & Consulting 
    110. Tradesman Consulting and Training Solutions 
    111. Triads Management Services 
    112. Tsebo Kitso Trainings 
    113. Tsebong Training Centre 
    114. Tshwane Training Institute (PTY) LTD. 
    115. Tsoga re dire Holdings (Pty) Ltd 
    116. Tuns Trading and Projects (Pty) Ltd 
    117. Ubuqhawe Consulting (Pty) Ltd 
    118. Ukhamba Quality Skills 
    119. Umfolozi FET College 
    120. Umsenge SDCS 
    121. Vantage Training 
    122. Vicmat Consultants 
    123. Visionary Academy 
    124. Ya Hina Management Consulting and projects 
    125. Zag Consultants 
    126. Zanda Izifiso Ezinhle 



    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.