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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD: 

Conceptualise innovative customer service systems and strategies 
SAQA US ID UNIT STANDARD TITLE
10103  Conceptualise innovative customer service systems and strategies 
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 7  Level TBA: Pre-2009 was L7  30 
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 is a core standard and forms part of the qualification, National Second Degree, and is registered at Level 7 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 will be capable of:
  • Creating a customer service vision
  • Conceptualising customer service systems and strategies
  • Developing customer service strategies and systems 

  • 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 Degree - Marketing Communications or equivalent at NQF 6. 

    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. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Create a customer service vision. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Company vision and mission statements are explained and described. 

    ASSESSMENT CRITERION 2 
    2. The company's role in society is translated. 

    ASSESSMENT CRITERION 3 
    3. Company's vision and mission statements are documented and disseminated to all stakeholders. 

    SPECIFIC OUTCOME 2 
    Conceptualise customer service systems and strategies. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The company's role is defined in terms of customer service delivery strategies. 

    ASSESSMENT CRITERION 2 
    2. Systems required to meet customer service vision and mission are developed. 

    SPECIFIC OUTCOME 3 
    Develop customer service strategies and systems. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Customer service strategies and systems are brainstormed, conceptualised and deliberated upon. 

    ASSESSMENT CRITERION 2 
    2. The market framework is constructed. 

    ASSESSMENT CRITERION 3 
    3. The ability to see the big picture and have a visionary concept are demonstrated and explained. 

    ASSESSMENT CRITERION 4 
    4. Customer service strategies and systems are logical, complete and will be able to be put into operation. 

    ASSESSMENT CRITERION 5 
    5. Customer service strategies and systems are innovative and practical. 

    ASSESSMENT CRITERION 6 
    6. Customer service strategies and systems are integrated and comprehensive. 

    ASSESSMENT CRITERION 7 
    7. Customer service strategies and systems are developed within required timeframes and meet organisational requirements. 


    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 and general understanding of the creation of mission and vision statements.
  • An all rounded understanding of the methods and techniques for developing strategies and systems.
  • A broad understanding of lateral thinking and its process. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems related to the creation, development and conceptualisation of vision, mission statements and of strategies and systems. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with all stakeholders to ensure that the vision and mission statements are understood and in the creation and development of customer service strategies and systems. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology in the development and distribution of vision, mission strategies and systems. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems in that lateral and creative thinking leads to greater innovative customer service systems and strategies. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Be culturally sensitive across a range of social context in the development of vision and mission statements, so that these are acceptable to a wide range of individuals, across a broad range of cultural backgrounds. 

    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  22875   National Diploma: Customer Management  Level 7  Level N/A: Pre-2009 was L7  Passed the End Date -
    Status was "Reregistered" 
    2020-07-30  SERVICES 
    Core  22873   National Diploma: Marketing Communications  Level 7  Level N/A: Pre-2009 was L7  Passed the End Date -
    Status was "Reregistered" 
    2020-07-30  SERVICES 
    Core  22872   National Diploma: Marketing Management  Level 7  Level N/A: Pre-2009 was L7  Passed the End Date -
    Status was "Reregistered" 
    2020-07-30  SERVICES 
    Core  22874   National Diploma: Marketing Research  Level 7  Level N/A: Pre-2009 was L7  Passed the End Date -
    Status was "Reregistered" 
    2020-07-30  SERVICES 


    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.
     
    NONE 



    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.