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 QUALIFICATION THAT HAS PASSED THE END DATE:

National Diploma: Service Management

SAQA QUAL ID	QUALIFICATION TITLE
20414	National Diploma: Service Management
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY			NQF SUB-FRAMEWORK
CATHSSETA - Culture, Arts, Tourism, Hospitality and Sports Education and Training Authority			OQSF - Occupational Qualifications Sub-framework
QUALIFICATION TYPE	FIELD		SUBFIELD
National Diploma	Field 11 - Services		Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	MINIMUM CREDITS	PRE-2009 NQF LEVEL	NQF LEVEL	QUAL CLASS
Undefined	240	Level 5	NQF Level 05	Regular-Unit Stds Based
REGISTRATION STATUS		SAQA DECISION NUMBER	REGISTRATION START DATE	REGISTRATION END DATE
Passed the End Date - Status was "Reregistered"		SAQA 9999/99	2018-07-01	2023-06-30
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-06-30		2030-06-30

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 qualification does not replace any other qualification and is not replaced by any other qualification.

PURPOSE AND RATIONALE OF THE QUALIFICATION

A learner who has achieved this qualification will be able to integrate leadership knowledge and skills with those of customer service and the operational specifics of a given context.

Building on day-to-day leadership requirements as well as generic management competencies, the qualification facilitates progression of learning, allowing learners to achieve new heights of excellence in their careers, or to enter new fields of management or education, training and development.

This qualification has been developed for professional practice across the service industry and is intended to professionalise supervisory, junior management or other leadership positions in the service industry, ensuring the upliftment of standards in general. It is applicable to small and large businesses alike. The qualification builds on other certificates from a range of sub-sectors and will provide articulation with a range of qualifications in both Management and Service areas of practice.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

It is assumed that the learner has achieved an FET Certificate at level 4 or the equivalent, preferably in the Service Field. There are no learning pre-requisites.

Recognition of prior learning:

Any learner wishing to be directly assessed may arrange to do so, without attending further training or education. The assessor and learner will decide together on the most appropriate assessment route to be taken.

RECOGNISE PREVIOUS LEARNING?

EXIT LEVEL OUTCOMES

On achieving this qualification the learner will be able to:
1. Supervise operational situations in order to maximise efficiency and effectiveness.
2. Exercise leadership of people involved in operational situations in order to enhance their performance and productivity.
3. Lead and manage the education, training and development of people in order to enhance both productivity and personal development.
4. Ensure that operational performance enhances customer satisfaction in order to attract and retain customers.
5. Undertake leadership and operational functions while continuously monitoring and adapting own performance as required.
6. Evaluate own learning based on leadership experience and identify strengths, weaknesses and areas for improvement of practice and learning.

ASSOCIATED ASSESSMENT CRITERIA

The learner must demonstrate an ability to consider a range of options and make decisions about:

1. Supervisory methods and techniques to apply in any given situation or range of situations.

The learner must demonstrate an understanding of:

1. The nature, purpose and expectations of the context
2. The nature and purposes of leadership and supervision
3. Basic principles, methods and techniques of supervision
4. Methods of integrating operational and supervisory requirements and solutions
5. Customer service requirements
6. ETDP competencies.

The learner must demonstrate an ability to:

1. Critically evaluate the use of, and explore alternatives to supervisory methods and techniques in any given situation or range of situations.
2. Justify decisions on any aspect of supervision.
3. Reflect on the appropriateness of decisions made in any supervisory situation and on adjustments that might have been made from time to time.
4. Critically reflect on any feedback given during or after supervision.

Integrated assessment:

Integrated assessment at the level of qualification provides an opportunity for learners to show that they are able to integrate concepts, ideas and actions across unit standards to achieve competence that is grounded and coherent in relation to the purpose of the qualification.

Integrated assessment must judge the quality of the observable performance, but also the quality of the thinking that lies behind it. Assessment tools must encourage learners to give an account of the thinking and decision-making that underpin their demonstrated performance. Some assessment practices will be of a more practical nature while others will be of a more theoretical nature. The ratio between action and interpretation is not fixed, but varies according to the type and level of qualification.

A broad range of task-orientated and theoretical assessment tools may be used, with the distinction between practical knowledge and disciplinary knowledge maintained so that each takes its rightful place.

INTERNATIONAL COMPARABILITY

International comparability:

This qualification has been benchmarked against Service Sector Management qualifications from the United Kingdom, and shows a substantial degree of similarity. The concept of a single qualification with the potential to be used across the service sector, the structure, and the range of skills embedded in the qualification are common to these qualifications.

MODERATION OPTIONS

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.
2. Any institution offering learning that will enable achievement of this unit standard or will assess this unit standard must be accredited as a provider with the relevant ETQA.
3. Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

Therefore anyone wishing to be assessed against this qualification may apply to be assessed by any assessment agency, assessor or provider institution which is accredited by the relevant ETQA.

REREGISTRATION HISTORY

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

NOTES

As per the SAQA decision to re-register all provider-based qualifications on the National Qualifications Framework that meet the criteria for re-registration, this qualification has been re-registered from 1 July 2018.

UNIT STANDARDS:

	ID	UNIT STANDARD TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Core	7785	Function in a business environment	Level 3	NQF Level 03	4
Core	7796	Maintain a secure working environment	Level 3	NQF Level 03	1
Core	7782	Analyse a business and determine the way it functions	Level 4	NQF Level 04	3
Core	9265	Develop and maintain a staff roster	Level 4	NQF Level 04	2
Core	9262	Identify `at risk` individuals	Level 4	NQF Level 04	3
Core	7869	Maintain a preventative maintainance programme	Level 4	NQF Level 04	3
Core	7846	Maintain the cleaning programme for own area of responsibility	Level 4	NQF Level 04	2
Core	7836	Monitor customer satisfaction	Level 4	NQF Level 04	3
Core	9243	Monitor occupational health and safety	Level 4	NQF Level 04	8
Core	7841	Plan staff training and development in own area of responsibility	Level 4	NQF Level 04	6
Core	7875	Support and guide the learner	Level 4	NQF Level 04	1
Core	7867	Assess the learner	Level 5	Level TBA: Pre-2009 was L5	4
Core	10993	Conduct an integrative project in the workplace	Level 5	Level TBA: Pre-2009 was L5	40
Core	7818	Conduct on-the-job coaching	Level 5	Level TBA: Pre-2009 was L5	5
Core	9224	Implement policies regarding HIV/AIDS in the workplace	Level 5	Level TBA: Pre-2009 was L5	4
Core	7848	Manage the induction of new staff	Level 5	Level TBA: Pre-2009 was L5	5
Core	7883	Manage workplace relations	Level 5	Level TBA: Pre-2009 was L5	5
Core	7866	Plan, organise and monitor work in own area of responsibility	Level 5	Level TBA: Pre-2009 was L5	3
Core	7881	Manage workplace diversity	Level 6	Level TBA: Pre-2009 was L6	5
Core	7888	Monitor staff performance	Level 6	Level TBA: Pre-2009 was L6	5
Fundamental	8618	Organise oneself in the workplace	Level 2	NQF Level 02	3
Fundamental	8419	Understand social issues	Level 2	NQF Level 02	4
Fundamental	7786	Operate a Computer	Level 3	NQF Level 03	8
Fundamental	8662	Analyse and communicate workplace data	Level 5	Level TBA: Pre-2009 was L5	5
Fundamental	9242	Analyse external factors influencing people who have special needs	Level 5	Level TBA: Pre-2009 was L5	4
Fundamental	8647	Apply workplace communication skills	Level 5	Level TBA: Pre-2009 was L5	10
Fundamental	8648	Demonstrate an understanding of professional values and ethics	Level 5	Level TBA: Pre-2009 was L5	4
Fundamental	8664	Examine social features as pertaining to the workplace	Level 5	Level TBA: Pre-2009 was L5	4
Fundamental	8663	Plan and conduct a research project	Level 5	Level TBA: Pre-2009 was L5	6
Fundamental	7859	Lead and manage teams of people	Level 6	Level TBA: Pre-2009 was L6	6
Elective	7663	Handle mail, messages and written communications	Level 2	NQF Level 02	1
Elective	9244	Plan and conduct meetings	Level 4	NQF Level 04	4
Elective	113806	Advise on and apply court processes and procedures	Level 5	Level TBA: Pre-2009 was L5	15
Elective	117903	Advise on relevant Labour and Equity Law	Level 5	Level TBA: Pre-2009 was L5	6
Elective	113809	Apply case scheduling techniques	Level 5	Level TBA: Pre-2009 was L5	14
Elective	113808	Apply the general principles relating to legal costs	Level 5	Level TBA: Pre-2009 was L5	8
Elective	7876	Conduct on-the-Job-Training	Level 5	Level TBA: Pre-2009 was L5	8
Elective	9263	Councel others for incapacity or poor work performance	Level 5	Level TBA: Pre-2009 was L5	4
Elective	9264	Deal with grievances	Level 5	Level TBA: Pre-2009 was L5	5
Elective	7856	Deliver Group Training	Level 5	Level TBA: Pre-2009 was L5	4
Elective	7886	Develop and implement a business plan	Level 5	NQF Level 05	8
Elective	113807	Draft Legal agreements	Level 5	Level TBA: Pre-2009 was L5	10
Elective	7861	Gather and present evidence in a hearing	Level 5	Level TBA: Pre-2009 was L5	8
Elective	11317	Grade an Establishment	Level 5	Level TBA: Pre-2009 was L5	20
Elective	7865	Improve service to customers	Level 5	NQF Level 05	6
Elective	113810	Interpret the principles contained in basic South African law as entrenched in the constitution and the Bill of Rights	Level 5	Level TBA: Pre-2009 was L5	6
Elective	7858	Maintain supply levels	Level 5	NQF Level 05	10
Elective	7882	Manage Payroll Records	Level 5	Level TBA: Pre-2009 was L5	6
Elective	7863	Manage staff development	Level 5	Level TBA: Pre-2009 was L5	6
Elective	7877	Plan, implement and evaluate sales development activities	Level 5	Level TBA: Pre-2009 was L5	10
Elective	7878	Prepare and Maintain Financial Records and Statements	Level 5	NQF Level 05	12
Elective	7885	Research and update the legal knowledge required for business compliance	Level 5	Level TBA: Pre-2009 was L5	8
Elective	7879	Analyse Training Needs and Develop Training Programmes	Level 6	Level TBA: Pre-2009 was L6	8
Elective	7872	Chair a hearing	Level 6	Level TBA: Pre-2009 was L6	10
Elective	7874	Contribute to the provision of required staff	Level 6	Level TBA: Pre-2009 was L6	5
Elective	7887	Develop and Manage Marketing Plans and Strategies	Level 6	Level TBA: Pre-2009 was L6	12
Elective	7889	Manage quality in the organisation	Level 6	Level TBA: Pre-2009 was L6	6
Elective	7880	Prepare, implement, manage and control budgets	Level 6	Level TBA: Pre-2009 was L6	10
Elective	7871	Start up and manage a small business	Level 7	Level TBA: Pre-2009 was L7	20

LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION:

NONE

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION:

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.	Academic College - South Africa (Pty) Ltd
2.	THE CAPITAL HOTEL SCHOOL & TRAINING ACADEMY