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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Maintain business processes 
SAQA US ID UNIT STANDARD TITLE
13256  Maintain business processes 
ORIGINATOR
SGB Manufacturing and Assembly Processes 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 06 - Manufacturing, Engineering and Technology Manufacturing and Assembly 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 5  Level TBA: Pre-2009 was L5  10 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 
2006-11-07  2009-09-09  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2010-09-09   2013-09-09  

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 is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
335899  Discuss and maintain business processes  Level 5  Level TBA: Pre-2009 was L5  10  Complete 

PURPOSE OF THE UNIT STANDARD 
The skills, values and knowledge reflected in this unit standard are required by people in the field of manufacturing and engineering.
The learning outcomes in this unit standard also contribute to the exit level outcomes required for various manufacturing and engineering qualifications.
Qualifying learners can demonstrate an understanding of the business system and processes. They are able to maintain business processes by communicating and negotiating requirements with both internal and external customers, monitoring customer satisfaction and making recommendations for improvement in customer relationships. These business processes include planning requirements, budgets, reporting requirements and the maintenance of a variety of business relationships. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
This unit standard has been designed as part of a progression. It is one of a series of unit standards for business relations in the field of manufacturing and engineering.
The credits allocated to this unit standard assume that a learner has already learned to
  • Contribute to the implementation and maintenance of business processes 

  • UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify internal and external customer needs 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The needs of internal and external customers are identified 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 2 
    2. Internal customer contact regarding material and production aspects and specifications is initiated and maintained 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 3 
    3. Positive business relationships are maintained with suppliers and customers 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 4 
    4. Levels of customer satisfaction are monitored 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 5 
    5. Recommendations made for improvement of external customer and supplier relationships reflect a clear analysis of the current state of the relationship 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • SPECIFIC OUTCOME 2 
    Request and negotiate production requirements with internal partners and management 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The needs of internal and external customers are identified 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 2 
    2. Internal customer contact regarding material and production aspects and specifications is initiated and maintained 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 3 
    3. Positive business relationships are maintained with suppliers and customers 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 4 
    4. Levels of customer satisfaction are monitored 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 5 
    5. Recommendations made for improvement of external customer and supplier relationships reflect a clear analysis of the current state of the relationship 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • SPECIFIC OUTCOME 3 
    Maintain supplier and customer relationships to ensure quality 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The needs of internal and external customers are identified 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 2 
    2. Internal customer contact regarding material and production aspects and specifications is initiated and maintained 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 3 
    3. Positive business relationships are maintained with suppliers and customers 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 4 
    4. Levels of customer satisfaction are monitored 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 5 
    5. Recommendations made for improvement of external customer and supplier relationships reflect a clear analysis of the current state of the relationship 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • SPECIFIC OUTCOME 4 
    Monitor customer satisfaction 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The needs of internal and external customers are identified 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 2 
    2. Internal customer contact regarding material and production aspects and specifications is initiated and maintained 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 3 
    3. Positive business relationships are maintained with suppliers and customers 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 4 
    4. Levels of customer satisfaction are monitored 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 5 
    5. Recommendations made for improvement of external customer and supplier relationships reflect a clear analysis of the current state of the relationship 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • SPECIFIC OUTCOME 5 
    Make recommendations for improvement of external customer and supplier relationships 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The needs of internal and external customers are identified 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 2 
    2. Internal customer contact regarding material and production aspects and specifications is initiated and maintained 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 3 
    3. Positive business relationships are maintained with suppliers and customers 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 4 
    4. Levels of customer satisfaction are monitored 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 

  • ASSESSMENT CRITERION 5 
    5. Recommendations made for improvement of external customer and supplier relationships reflect a clear analysis of the current state of the relationship 
    ASSESSMENT CRITERION NOTES 
    Indicators
    1. Internal customer contact regarding supply chain requirements, outputs, and product specifications is initiated and maintained
    2. Internal and external customer needs are reviewed on a regular basis
    3. Internal and external customer needs are communicated effectively including shift to shift, to co-workers and to management
    4. Issues preventing internal and external customer needs from being met are addressed proactively
    5. Internal customer requirements are reviewed on a regular basis
    6. Customer and supplier specifications are reviewed on a regular basis
    7. Information regarding cost and price of materials and/or products is reported to relevant parties
    8. External customers and suppliers are provided with detailed material/product specifications.
    9. Appropriate data is used to measure customer satisfaction
    10. Surveys and other data gathering techniques are implemented in a timely manner
    11. Returned goods are reported to appropriate parties for review
    12. Customer documentation includes appropriate vendor certification
    13. On time delivery data is appropriate documented
    14. Recommendations made for improvement of external customer and supplier relationships are made in a timely manner in the appropriate format
    Understanding confirmed
    1. Respond to 'what if' and 'why' questions covering:
  • Internal and external customer needs
  • Techniques for maintaining relationships
  • Monitoring customer satisfaction
  • Identifying areas for improvement in external customer and supplier relationships 


  • UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    The assessment will be governed by the policies and guidelines of the MERSETA Education and Training Quality Assuror (ETQA) who has jurisdiction over this field of learning.
    The assessor will (at the very least) be accredited and have a technical qualification in this learning area.
    The learner can be assessed in the language of his/her choice although if s/he has to report incidents or conditions to some one else, s/he will be assessed on his/her ability to report in the language commonly used in the working environment.
    The learner will be assessed in the workplace or by simulation, but can submit documents, projects, test results and assignments that are not produced in the workplace or by the RPL process.
    The learner can be assessed against this unit standard to obtain credits or as part of an integrated assessment for a qualification. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    1. Names & functions of:
  • Internal and external customers
  • Internal and external customer needs

    2. Purpose of:
  • Maintaining internal and external customer relationships
  • Monitoring customer satisfaction

    3. Cause and effect, implications of:
  • Implications of failing to adequately address the needs of internal and external customers
  • Implications of failing to monitor customer satisfaction levels

    4. Procedures and techniques:
  • For identifying internal and external customer needs
  • For maintaining internal and external customer relationships
  • For monitoring customer satisfaction
  • For analysing the state of the relationship between external customers and suppliers and the organisation

    5. Regulations, legislation, agreements, policies, standards:
  • Applicable company policies and procedures
  • Applicable customer and external supplier agreements

    6. Theory: rules, principles, laws:
  • Applicable customer relationship theory

    7. Relationships, systems:
  • Relationship between satisfied customers and organisational profitability 

  • UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems:
  • Related to internal and external customer needs 

  • UNIT STANDARD CCFO WORKING 
    Work effectively with others:
  • Develop sound relationships with internal and external customers 

  • UNIT STANDARD CCFO ORGANISING 
    Organise and manage myself and my activities:
  • To maintain supplier and customer activities 

  • UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information:
  • To monitor customer satisfaction levels 

  • UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively:
  • With internal and external customers and suppliers 

  • UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically:
  • Apply relevant customer relationship theory 

  • UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems:
  • Explain the relationship between satisfied customers and organisational profitability 

  • UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

    UNIT STANDARD NOTES 
    This Unit Standard has been replaced by Unit Standard 335899, which is "Discuss and maintain business processes", Level 5, 10 credits. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  21007   National Certificate: Automotive component manufacturing and assembly  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2008-11-01  Was MERSETA until Last Date for Achievement 
    Core  23260   National Certificate: Industrial Rubber Manufacturing: Mixing OR Extruding OR Moulding OR Calendaring  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  MERSETA 
    Core  22773   National Certificate: Mechatronics  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered" 
    2011-02-16  Was MERSETA until Last Date for Achievement 
    Core  49448   National Certificate: Plastics Manufacturing  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  MERSETA 
    Core  20891   National Certificate: Plastics Manufacturing  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Registered" 
    2005-04-13  Was MERSETA until Last Date for Achievement 
    Core  60072   National Diploma: Inspection and Assessment (Non-Metallics)  Level 5  NQF Level 05  Reregistered  2023-06-30  MERSETA 
    Core  22774   National Diploma: Rubber Technology  Level 5  NQF Level 05  Reregistered  2023-06-30  MERSETA 
    Elective  58883   National Certificate: Fluid Power  Level 5  Level TBA: Pre-2009 was L5  Reregistered  2023-06-30  MERSETA 


    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. DMP Training (PINETOWN) (TP) 
    2. Plastics Federation of South Africa (MAITLAND) (TP) 
    3. Plastics Federation of South Africa (MIDRAND) (TP) 
    4. Plastics Federation of South Africa (WESTMEAD) (TP) 



    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.