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: 

Develop and apply a service culture to a leadership role 
SAQA US ID UNIT STANDARD TITLE
120390  Develop and apply a service culture to a leadership role 
ORIGINATOR
SGB Administration 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Public Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 4  NQF Level 04  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 will be useful to learners who are working within a Public Sector, Local Government, commercial or community environment, and will fulfill a leadership role as part of their job. This Unit Standard will also add value to public officials who are seeking to develop a career pathway towards an accomplished integrated development planner or public sector management and administration specialist.

The qualifying learner is capable of:
  • Explaining service excellence from a leadership perspective.
  • Planning service excellence in a local government leadership context.
  • Compiling and implementing a service excellence plan.
  • Evaluating service delivery efficacy. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in Communication at NQF Level 3, or the equivalent thereof. 

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain service excellence from a leadership perspective. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The role of the leader as a service provider is identified and described in relation to other roles in the organization. 

    ASSESSMENT CRITERION 2 
    The skills and talents that a leader must integrate into his/her service excellence role are identified and described in relation to specific service delivery contexts. 

    ASSESSMENT CRITERION 3 
    Organisational policy, structure, mission and resources are integrated into the service excellence plan within a leadership context. 

    ASSESSMENT CRITERION 4 
    The key roleplayers that must be liaised with in service excellence are identified and any sensitivities within roleplayer contexts are highlighted in the service delivery plan. 

    ASSESSMENT CRITERION 5 
    Accountability for service delivery is defined and complied in accordance with institutional policies, procedures and structures. 

    SPECIFIC OUTCOME 2 
    Plan service excellence in a local government leadership context. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Service development challenges and objectives within an organisation are identified and discussed with examples. 

    ASSESSMENT CRITERION 2 
    Service excellence initiatives are identified and explained in relation to visionary thinking and scenario plans. 

    ASSESSMENT CRITERION 3 
    Methods for engaging roleplayers are identified and utilised to ensure a proactive participative and consultative process in service excellence delivery. 

    ASSESSMENT CRITERION 4 
    Idealistic versus realistic service delivery mechanisms within an organisation are differentiated with examples. 

    ASSESSMENT CRITERION 5 
    Methods for improvising with varying contextual dynamics are explained in order to ensure the best service delivery options within the given context. 

    ASSESSMENT CRITERION 6 
    Service delivery objectives are explained in relation to Integrated Development Plans pertaining to a specific context. 

    SPECIFIC OUTCOME 3 
    Compile and implement a service excellence. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    A service excellence plan is defined in relation to leadership context. 

    ASSESSMENT CRITERION 2 
    Strategic and scenario plans are integrated into service plan. 

    ASSESSMENT CRITERION 3 
    Plans to address possible disaster management issues within a specific context are designed from a leadership perspective and monitored on an ongoing basis. 
    ASSESSMENT CRITERION RANGE 
    Different approaches to disaster management include but are not limited to mitigation through capacity building, legislative responsibilities, disaster mapping, assessment, pre-disaster risk and vulnerability reduction, post disaster recovery and rehabilitation, disaster related infrastructure and development.
     

    ASSESSMENT CRITERION 4 
    Continuous improvement processes for service excellence are explained and integrated in a plan of action. 

    ASSESSMENT CRITERION 5 
    Measurements, benchmarks and evaluation tools to determine efficacy of service excellence plan are identified and explained from a leadership perspective. 

    ASSESSMENT CRITERION 6 
    Structures, resources and capacity that supports and enhances service delivery are identified and mobilized and utilised in a cost-effective manner. 
    ASSESSMENT CRITERION RANGE 
    Mobilising and utilising resources includes but is not limited to utilising local government assets in a professional and responsible manner.
     

    SPECIFIC OUTCOME 4 
    Evaluate service delivery efficacy. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Measurement tools and processes are used to measure service excellence on an ongoing basis. 

    ASSESSMENT CRITERION 2 
    Random sampling is undertaken to test efficacy of service excellence in different contexts. 

    ASSESSMENT CRITERION 3 
    Problems relating to service are identified and remedial action implemented where relevant. 

    ASSESSMENT CRITERION 4 
    Evaluation is monitored and recorded for input into future scenario plans. 

    ASSESSMENT CRITERION 5 
    Poor service delivery and related problem areas are identified and addressed in an innovative and professional manner. 

    ASSESSMENT CRITERION 6 
    Priority areas for enhancing service delivery are weighed up and options are explored for addressing priority areas. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Any individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
  • The key roleplayers and spheres of government in achieving service delivery objectives.
  • Local government principles and procedures pertaining to local government service delivery.
  • Principles of customer service.
  • Leadership skills and roles as they relate to service delivery.
  • Creative thinking skills.
  • Decision-making skills.
  • Business management and planning techniques.
  • Communications and interpersonal skills. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems using critical and creative thinking processes to formulate service excellence plans within a leadership context. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community to ensure effective implementation of service excellence plans. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively in order to ensure that all information is gathered for input into service excellence plans. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information in order to determine efficacy of service excellence and the continuous improvement processes that must be integrated. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language in the modes of oral and/or written persuasion to impart plan to others so that they can fulfill service delivery requirements in their respective functions. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility to the environment and health of others to document plans and planning evaluation. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of interrelated systems by recognising that problem-solving contexts relating to service delivery do not exist in isolation and that varying factors will impact on this. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Participating as responsible citizens in the life of local, national and global communities by ensuring that service delivery is ensured in a professional and proactive manner. 

    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 
    Articulation possibilities:

    This unit standard will enable a learner to articulate to other qualifications in Business Administration, Generic Management, Public Finance Management and Administration, Municipal Finance Management and Administration, Human Resources Management, Communications. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50081   Further Education and Training Certificate: Leadership Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  LG SETA 
    Elective  58337   Further Education and Training Certificate: Trade Union Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  ETDP SETA 
    Elective  63369   National Diploma: Trade Union Practice  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  ETDP SETA 


    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. A4 Consultancy CC 
    2. Africa Rising Advisory Services Pty Ltd 
    3. Aldabri 106 Institute for Quality (Pty) Ltd 
    4. Amabamba Recruitment 
    5. AVAX SA 481 CC. T/A Mandisa Development Services 
    6. Bephaswana Skills Development (Pty) Ltd 
    7. Breakeven 59(PTY) Ltd 
    8. Concepts of Sustainable Management (CSM) 
    9. Dabulamanzi & Njabulo Ndaba Consulting cc 
    10. Dee's Training (PTY) LTD 
    11. DITSELA WORKERS EDUCATION INSTITUTION 
    12. DM Training Consultants 
    13. ELIJAH BARAYI MEMORIAL TRAINING CENTRE 
    14. Excellent Minds Institute (Pty) Ltd 
    15. Faranang Marketing 
    16. Fire Protection Association of Southern Africa 
    17. Furniture World Training Centre 
    18. Giamanje TVET College 
    19. Growth Management Consulting 
    20. HDPSA 
    21. Inkqubeko Investment (Pty) Ltd 
    22. IQ Skills Academy (PTY) LTD. 
    23. Jobafrik Consulting 
    24. Josmap Training Institute 
    25. KOKANO PROJECTS PTY LTD 
    26. Kwa Nxamalala Computer College 
    27. Lewerb Holdings (PTY) Ltd 
    28. Limadi Industrial Projects 
    29. Madingoane and Family Construction 
    30. Makoti Skills Development Solutions 
    31. Mamuhle Academy 
    32. MANCOSA Pty (Ltd) 
    33. MARS Business Consulting 
    34. MATEPE INVESTMENTS (PTY) LTD 
    35. Mcebo Technologies 
    36. Mementos Training Pty Ltd 
    37. Mortarboard Training Solutions 
    38. MTK Corporate Solutions 
    39. Nemalale Eagles Consultancy CC 
    40. Neopeo Trading & Projects 
    41. Networx for Career Development 
    42. Nkinane Trading Enterprise 
    43. Nokusho M Consulting and Trading 
    44. Opelong Business Institute 
    45. Pachedu Skills Solutions 
    46. Paramount Training Academy 
    47. Petra Institute of Development 
    48. PFIM Trading (Pty) Ltd 
    49. PMA Holdings (PTY ) LTD. 
    50. Progressive School of Business and Engineering (Pty) 
    51. Reflections Development Institute 
    52. Regent Business School (Pty) Ltd t/a Regent Business School 
    53. Resonance Institue of Learning 
    54. Sebenzisanane Human Capital 
    55. Seqebo Training and Counselling 
    56. Silalele Consulting CC. 
    57. Siletha Consultant 
    58. Siza Nesu Training and Consultants 
    59. South African Corporate Training Association 
    60. South West Gauteng College - Central Office 
    61. Southren African ABET and Skills Development Agency (Pty) LTD 
    62. Starplex 489 cc 
    63. T Mabuya & Associates (Pty) Ltd 
    64. Tachfin Holdings 
    65. Tasc Business Consulting and Training 
    66. Thinking Mind Trading 
    67. Tloumogale Business Development & Consulting 
    68. Tshepang Consulting & Project 
    69. Tshwane Training Institute (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.