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 THAT HAS PASSED THE END DATE:

Manage customer requirements and needs and implement action plans

SAQA US ID	UNIT STANDARD TITLE
10053	Manage customer requirements and needs and implement action plans
ORIGINATOR
SGB Marketing
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 03 - Business, Commerce and Management Studies			Marketing
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 5	Level TBA: Pre-2009 was L5	8
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-06-30		2029-06-30

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

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

PURPOSE OF THE UNIT STANDARD

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

The qualifying learner is capable of:

Listening to and interpreting customer needs

Describing action plans

Implementing action plan to meet customers needs

Tracking and measuring the action plan to its completion

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Learners accessing this qualification will have demonstrated competence against the standards in the National Certificate in Marketing, Marketing Communication or Marketing Research or marketing Management or Customer Management or equivalent at NQF Level 4.

UNIT STANDARD RANGE

Marketing including all forms of marketing communications, direct marketing and relationship marketing, sponsorship, event marketing, sales promotions, public relations and alternative strategies.

Standard applies to marketing management, customer management, marketing communications and marketing research

Questioning skills including using open and close ended questions.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Listen to and interpret customer needs

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

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

ASSESSMENT CRITERION 2

2. Customers needs are prioritised.

ASSESSMENT CRITERION 3

3. Customer is listened to, using established methods.

SPECIFIC OUTCOME 2

Describe action plan

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Action plan is agreed with all stakeholders.

ASSESSMENT CRITERION 2

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

ASSESSMENT CRITERION 3

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

SPECIFIC OUTCOME 3

Implement action plan to meet customers needs

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

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

ASSESSMENT CRITERION 2

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

ASSESSMENT CRITERION 3

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

ASSESSMENT CRITERION 4

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

SPECIFIC OUTCOME 4

Track and measure the action plan to its completion

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. All stakeholders agree measurement techniques.

ASSESSMENT CRITERION 2

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

ASSESSMENT CRITERION 3

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

ASSESSMENT CRITERION 4

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

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

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

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

A demonstrated understanding of:

A broad understanding of methods and techniques for developing and implementing action plans.

A general and broad understanding of methods and techniques for tracking and measuring performance against an agreed plan of action.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

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

UNIT STANDARD CCFO WORKING

Work effectively with others to ensure the successful implementation of the action plan to meet customer requirements and needs.

UNIT STANDARD CCFO ORGANISING

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

UNIT STANDARD CCFO COLLECTING

Collect, evaluate, organise and critically evaluate information regarding customer requirements and needs.

UNIT STANDARD CCFO SCIENCE

Use science and technology to record the progress of the action plan and the measurement of progress against this action plan.

UNIT STANDARD CCFO DEMONSTRATING

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

REREGISTRATION HISTORY

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

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	20908	National Diploma: Customer Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	58802	National Diploma: Disability Employment Practice	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2020-07-30	SABPP
Core	49023	National Diploma: Liaison Interpreting	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	QCTO
Core	20904	National Diploma: Marketing Communications	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	61593	National Diploma: Marketing Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Core	20896	National Diploma: Marketing Research	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Fundamental	64390	National Certificate: Emergency Services Supervision: Fire and Rescue Operations	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	LG SETA
Fundamental	67229	National Diploma: Payroll Administration Services	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Fundamental	35926	National Diploma: Payroll Administration Services	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2009-03-31	Was SERVICES until Last Date for Achievement
Elective	67354	Further Education and Training Certificate: Piano Technology	Level 4	NQF Level 04	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Elective	78526	National Certificate: Automotive Repair and Maintenance	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	78943	National Certificate: Autotronics	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	MERSETA
Elective	59201	National Certificate: Generic Management	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	93993	National Certificate: Labour Relations Practice	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	79627	National Certificate: Mechatronics	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2015-06-30	MERSETA
Elective	48671	National Certificate: Music Industry: Sound Technology	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	MICTS
Elective	58330	National Certificate: Pipeline Operations	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	TETA
Elective	48662	National Certificate: Postal Frontline Service Management	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Elective	58977	National Certificate: Publishing	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2015-06-30	FPMSETA
Elective	57450	National Diploma: Automotive Diagnostics and Repair	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Registered"	2009-02-18	Was MERSETA until Last Date for Achievement
Elective	62610	National Diploma: Copywriting	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	48784	National Diploma: Translation	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2018-12-31	CHE
Elective	58246	Bachelor of Human Settlements Development	Level 6	Level TBA: Pre-2009 was L6	Passed the End Date - Status was "Reregistered"	2018-06-30

PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS UNIT STANDARD:

This information shows the current accreditations (i.e. those not past their accreditation end dates), and is the most complete record available to SAQA as of today. Some Primary or Delegated Quality Assurance Functionaries have a lag in their recording systems for provider accreditation, in turn leading to a lag in notifying SAQA of all the providers that they have accredited to offer qualifications and unit standards, as well as any extensions to accreditation end dates. The relevant Primary or Delegated Quality Assurance Functionary should be notified if a record appears to be missing from here.

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