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: 

Monitor the level of service to a range of customers 
SAQA US ID UNIT STANDARD TITLE
242829  Monitor the level of service to a range of customers 
ORIGINATOR
SGB Generic Management 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Generic Management 
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 
The purpose of this unit standard is to encompass the skills needed to monitor the level of service between an organisation and its customers, both internal and external. This Unit Standard is intended for junior managers of organisations.

The qualifying learner is capable of:
  • Identifying internal and external customers, where applicable.
  • Explaining standards of customer service expected by the organisation.
  • Measuring customer satisfaction on an ongoing basis.
  • Recommending corrective action. 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners should be competent in Communication and Mathematical Literacy at NQF Level 3. 

    UNIT STANDARD RANGE 
  • 'Customer' includes, but is not limited to, other organisations, consumer, department, general public, other areas of responsibility and government departments.
  • 'Area of responsibility' includes, but is not limited to, cost centre, section, department or team.
  • 'Junior managers' include, but are not limited to, team leaders, supervisors, foremen and section heads.
  • 'Standard Operating Procedures' (SOPs) may comprise formal written documents or accepted practices in the organisation.
  • 'Organisation' includes but is not limited to, workplace, work context, work unit, company, department or section. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify internal and external customers, where applicable. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The supply chain of the organisation is explained, with examples. 
    ASSESSMENT CRITERION RANGE 
    'Supply chain' includes, but is not limited to, internal and external suppliers and customers, contractors, service providers, consultants and members of the sales team.
     

    ASSESSMENT CRITERION 2 
    The internal or external customers of the team leader's work unit are identified, with examples. 

    SPECIFIC OUTCOME 2 
    Explain standards of customer service expected by the organisation. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Key performance areas for the team regarding customer service are explained, according to organisational requirements. 

    ASSESSMENT CRITERION 2 
    The importance of maintaining and achieving customer service levels are explained, with examples. 

    ASSESSMENT CRITERION 3 
    The consequences of poor service on the organisation's objectives are explained, with examples. 

    SPECIFIC OUTCOME 3 
    Measure customer satisfaction on an ongoing basis. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Key performance areas are measured against organisational standards. 

    ASSESSMENT CRITERION 2 
    Information is recorded regarding performance against accepted standards. 

    SPECIFIC OUTCOME 4 
    Recommend corrective action. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Feedback on performance is provided to team members, according to Standard Operating Procedures. 

    ASSESSMENT CRITERION 2 
    Corrective action is identified, if required, and recommendations are made to line management. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • This Unit Standard will be assessed by an assessor and moderated by a moderator registered with the relevant accredited ETQA.
  • Assessors should be in possession of a relevant qualification that is at least one level higher than the level of this unit standard.
  • Training providers must be accredited by a relevant ETQA.
  • Assessment should include both formative and summative assessment. 

  • UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    N/A 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The learner is able to identify and solve problems and make decisions when monitoring customer service levels. 

    UNIT STANDARD CCFO WORKING 
    The learner is able to work as a member of a team through providing feedback on key performance areas. 

    UNIT STANDARD CCFO ORGANISING 
    The learner is able to organise activities by planning and executing a review of customer service levels. 

    UNIT STANDARD CCFO COLLECTING 
    The learner is able to collect, organise and critically evaluate information by ensuring that the key performance areas regarding customer service levels are explained to team members. 

    UNIT STANDARD CCFO DEMONSTRATING 
    The learner is able to see the world as a set of related systems by explaining the supply chain of the organisation. 

    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 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  Reregistered  2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  65529   Further Education and Training Certificate: Transport Operations  Level 4  NQF Level 04  Reregistered  2023-06-30  TETA 
    Elective  78525   Further Education and Training Certificate: Automotive Repair and Maintenance  Level 4  NQF Level 04  Reregistered  2021-06-30  As per Learning Programmes recorded against this Qual 
    Elective  65589   Further Education and Training Certificate: High Speed Inter-City Commuter Railway Operations  Level 4  NQF Level 04  Reregistered  2023-06-30  TETA 
    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 


    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. ADT SECURITY SERVICES PTY LTD 
    2. ADT SECURITY SERVICES PTY LTD CAPE TOWN 
    3. ADT SECURITY SERVICES PTY LTD PINE TOWN 
    4. ADT SECURITY SERVICES PTY LTD PORT ELIZABETH 
    5. ADT SECURITY SERVICES PTY LTD PRETORIA NORTH 
    6. AFRICA COMPETENCY DEVELOPMENT (PTY)LTD 
    7. All Access Holdings 
    8. AMATHUBA TRADING CC 
    9. Asiphokuhle Training and Research Institute 
    10. Barloworld South Africa (Pty) Ltd T/A Barloworld-Equipment (ISANDO) (T 
    11. Bell Equipment Company SA (Pty) Ltd (ALTON) (TP) 
    12. BMW SA (Pty) Ltd (ROSSLYN) (TP) 
    13. BP SOUTHERN AFRICA (PTY) LIMITED 
    14. Buscor 
    15. Career Pathing Solutions (Pty) Ltd (KRUGERSDORP) (TP) 
    16. CBM TRAINING PTY LTD 
    17. Classic Human Capital Solutions 
    18. Coastal Kzn F.E.T. College - Swinton Road Campus 
    19. College of Production Technology 
    20. Compass Academy of Learning 
    21. CREATIVE FOUNDATION TRAINING 
    22. DISASTER MANAGEMENT SOLUTIONS (PTY) LTD (DMS) 
    23. DON-DER TRUCK REPAIRS TRUST 
    24. Eastcape Midlands Public FET College - Uitenhage (High Street)Campus 
    25. Edcon Ltd 
    26. EDUTEL SKILLS DEVELOPMENT PTY LTD 
    27. Edutel Wholesale & Retail Academy 
    28. Ekurhuleni West Public FET College - Germiston Campus 
    29. False Bay Public FET College - Westlake Campus 
    30. GORDAN INSTITUTE OF BUSINESS SCIENCE 
    31. Health Science Academy 
    32. Hibiscus Skills Training College (HILLCREST) (TP) 
    33. HV Consultants (Pty) Ltd (PORT ELIZABETH) (TP) 
    34. IIR TRAINING 
    35. Imperial Technical Training Academy (GERMISTON) (TP) 
    36. Imperial Technical Training Academy (WADEVILLE) (TP) 
    37. InnerOut Training Solutions 
    38. Institute for Telling Development T/A ITD Training (MENLYN PARK) (TP) 
    39. Institute of Professional Studies and Services 
    40. IQ Skills Academy (PTY) LTD. 
    41. ITHEMBA INSTITUTE OF TECHNOLOGY 
    42. ITO Focus Reagile 
    43. JMC TECHNICAL TRAINING (Bloemfontein)(TP) 
    44. Jobafrik Consulting 
    45. Kalideen Management 
    46. Kgolo Institute 
    47. Kgotla Trading Enterprise 
    48. KLM EMPOWERED HUMAN SOLUTIONS SPECIALISTS PTYLTD 
    49. Kuyakhula Development Initiatives 
    50. KwaZulu Automotive Training Services cc (KZN) (DURBAN) (TP) 
    51. KWELANGA TRAINING PTY LTD 
    52. Learning Exchange Pty (Ltd) 
    53. Leronsa Trading Enterprise 
    54. Letlhokoa Management Services CC 
    55. M.I.C. Training and Development 
    56. Madiba Bay Accountancy Training CC 
    57. MashMP Holdings 
    58. Masithuthuke Learning Institution 
    59. McCarthy Academy Cape Town (BLACKHEATH) (TP) 
    60. McCarthy Automotive Artisan Academy (MIDRAND) (TP) 
    61. McCarthy Automotive Artisans Academy (PINETOWN) (TP) 
    62. Mercedes Benz South Africa (Pty) Ltd (CENTURION) (TP) 
    63. Mercedes Benz South Africa (Pty) Ltd (EAST LONDON) (TP) 
    64. MML Consulting CC. 
    65. Mod-Mosh Projects and Consulting (PTY) LTD 
    66. Mopani South East FET College - Phalaborwa Campus 
    67. Mortarboard Training Solutions 
    68. Mr Price Group Ld 
    69. MSC Education Holdings Pty Ltd 
    70. Nhlahle Development Agency 
    71. Nissan SA (Pty) Ltd (ROSSLYN) (TP) 
    72. Ntsangalala Business Enterprise 
    73. OPTIMUM LEARNING TECHNOLOGIES PTY LTD 
    74. Organisation Development International (Pty) Ltd (CENTURION) (TP) 
    75. ORGANISATIONAL DEVELOPMENT INTERNATIONAL (PTY) LTD 
    76. Pioneer Business Consulting 
    77. Procurement & Supply Management College cc (ROBERTSHAM) (TP) 
    78. PUTCO Limited 
    79. Qabuka-Vuka Development Trading 
    80. Qualitas Training cc (SELBY) (TP) 
    81. QUANTUM SKILLS 
    82. SANDVIK MINING & CONSTRUCTION RSA (PTY) LTD 
    83. Sedibeng Artisan Skills Training Centre (VEREENIGING) (TP) 
    84. Senelo Trading CC 
    85. SERVEST(PTY) LTD 
    86. SG Coal (Pty) Ltd (TP) 
    87. Shukela Training Centre 
    88. Spilamart cc T/A 1st Safety & Training (SABIE) (TP) 
    89. SPRINGS COLLEGE FOR FURTH EDUCATION AND TRAINING 
    90. St Anthony's Education Centre (BOKSBURG) (TP) 
    91. Summat Training Institute 
    92. SWARANANG MANAGEMENT CONSULTING CC 
    93. The Automobile Association of South Africa NPC T/A The AA Technical College(MIDRAND) (TP) 
    94. The Automobile Association of South Africa T/A AA Training Academy (MO 
    95. Thubelihle Graduate Institute 
    96. Thuto Lere Community Empowerment Programme 
    97. Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) 
    98. Tsebong Training Centre 
    99. Tshimedzwa Development Centre (Pty) Ltd 
    100. Umfolozi FET College - Mandeni Campus 
    101. Umgungundlovu FET College - Plessislaer Campus 
    102. Vhutshilo Health And Training Organisation 
    103. Vicmat Consultants 
    104. Volkswagen of South Africa (Pty) Ltd - Technical Learning Academy (UIT 
    105. Wide Horizon Advanced Training (PORT ELIZABETH) (TP) 
    106. Woolworths Pty Ltd 



    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.