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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Apply quality principles in everyday cleaning tasks 
SAQA US ID UNIT STANDARD TITLE
12511  Apply quality principles in everyday cleaning tasks 
ORIGINATOR
SGB Hygiene & Cleaning Services 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Personal Care 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 1  NQF Level 01  4 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
Passed the End Date -
Status was "Reregistered" 		 2006-02-14  2007-02-21  SAQA 0160/05 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2008-02-21   2011-02-21  

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 is replaced by: 
US ID Unit Standard Title Pre-2009 NQF Level NQF Level Credits Replacement Status
243204  Understand basic cleaning principles  Level 1  NQF Level 01  15   

PURPOSE OF THE UNIT STANDARD 
Learners working towards this standard will be learning towards the full qualification, or will be involved in or working within a cleaning services environment. Qualifying learners are able to apply quality principles to every day tasks in a commercial, industrial, pharmaceutical, food handling and health care cleaning environment. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
The learner has the speaking and listening ability equal to an ABET Level 1 Com 101 standard and/or any other communication skill that will enable him/her to confirm the knowledge and skills required by this unit standard. 

UNIT STANDARD RANGE 
  • The scope of this unit standard is for any person needs to apply principles of quality management systems to his/her work.
  • In the context of this unit standard is a quality management system is a system with established policies and objectives and co-ordinated activities to reach quality objectives in terms of customer satisfaction.
  • The level assigned to this unit standard is appropriate because the process is limited in range, repetitive, generation of new ideas are limited to the scope of work, and the person has no responsibility for the learning of others.

    RANGE STATEMENTS WHICH REFER TO ASSESSMENT CRITERIA IN THIS UNIT STANDARD

    1. Fitness for purpose in terms of this unit standard can be defined as using the right equipment and chemicals for the task.

    2. Quality can be defined as fitness for purpose, meeting specified requirements, customer satisfaction to identify and understand the importance of quality in the workplace.

    3. Service quality includes but is not limited to promptness, on time service, politeness, helpfulness, response time to problems and doing things right the first time thus correct problems to improve quality and identify and understand the importance of quality in the workplace.

    4. Implications of "not doing work right the first time" affect mainly the company`s effectiveness and productivity. It includes but is not limited to costs of material, cost of rework, scrap, waste, delays, time to rework, profitability.

    5. Implications of "not meeting quality requirements /specifications" affect mainly the customer. Implications include but are not limited to dissatisfied customers, losing customers, waste, rework, and claims from customers, lower sales figures, profitability.

    6. Records control includes but is not limited to records being legible, stored in a defined place, easily retrievable, completed correctly, protected from loss or damage. This could also define how long a record is kept for.

    7. Document control refers access to the appropriate documents, ensuring that only the latest copy is used, that documents are not changed, photocopied or written on without permission.

    8. A customer is anyone who receives a product. They can be internal or external customers.

    9. Customer requirements in the context of this unit standard refers but is not limited to special requests, (service) delivery time, appropriateness of time, records to be completed, special methods, equipment or chemicals.

    10. Type of quality management systems include but are not limited to ISO 9001, QS 9000, VDS 6, 20 Keys.

    11. Quality improvement includes but is not limited to improvements of products, service, more effective quality system, the work environment, safety issues in the work place, environmental issues at the work place, any other aspect in an organisation that can lead to improvement in customer satisfaction. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify and understand the importance of quality in the workplace 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Lists the quality requirements applicable to his/her work. 

    ASSESSMENT CRITERION 2 
    2. Describes how these quality requirements can be applied to his/her work. 

    ASSESSMENT CRITERION 3 
    3. Explains what can happen if quality requirements are not met. 

    ASSESSMENT CRITERION 4 
    4. Explains who in an organisation is responsible for quality. 

    ASSESSMENT CRITERION 5 
    5. Explains why it is important to do things right the first time. 

    ASSESSMENT CRITERION 6 
    6. Explains why delivering quality service is important for the business. 

    ASSESSMENT CRITERION 7 
    7. Gives an example of when a customer feels s/he has received quality. 

    ASSESSMENT CRITERION 8 
    8. Explains how s/he can contribute to making the business' customers happy. 

    SPECIFIC OUTCOME 2 
    Work according to quality principles. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Performs his / her tasks according to the applicable requirements (specifications). 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 2 
    2. Checks that the inputs for the job are of the right quality. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 3 
    3. Inspects that outputs of the job (product/service) are of the right quality requirements. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 4 
    4. Describes the end result (outputs) of his/her work. 

    ASSESSMENT CRITERION 5 
    5. Describes what quality requirements apply to the inputs. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 6 
    6. Describes the specific quality requirements the learner's outputs must meet. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 7 
    7. Describes how other people or processes are affected if his/her work is not done correctly. 

    ASSESSMENT CRITERION 8 
    8. Describes how s/he would communicate with his/her direct customer to find out if the customer is happy. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    SPECIFIC OUTCOME 3 
    Apply quality management system requirements to his/her work. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Communicates with the customer to find out what the requirements are. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 2 
    2. Handles chemicals, consumables, equipment and customer property in such a way that it is clear that quality is an on-going goal. 

    ASSESSMENT CRITERION 3 
    3. Checks his/her work when it is finished. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 4 
    4. Completes the records required for the task . 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 5 
    5. Reports problems with facilities or equipment using the right reporting procedures. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 6 
    6. Explains what a quality management system is. 

    ASSESSMENT CRITERION 7 
    7. Gives 3 benefits of a quality management system. 

    ASSESSMENT CRITERION 8 
    8. Names the type of quality management system that is used in his/her work environment. 

    ASSESSMENT CRITERION 9 
    9. Explains the quality policy in his/her own words (if applicable). 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 10 
    10. Describes who s/he reports to. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 11 
    11. Describes his/ her responsibilities in terms of his/her scope of work. 

    ASSESSMENT CRITERION 12 
    12. Explains why it is important to follow procedures. 

    ASSESSMENT CRITERION 13 
    13. Gives 2 examples /reasons why it is important to speak to the customer to find out what their needs are. 

    ASSESSMENT CRITERION 14 
    14. Explains why chemicals, consumables, equipment and customer property need to be handled to prevent damage or loss. Give 2 examples each. 

    ASSESSMENT CRITERION 15 
    15. Explains what customer property is. Give 2 examples. 

    ASSESSMENT CRITERION 16 
    16. Explains what s/he would do if customer property were damaged or lost. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 17 
    17.Explains what steps s/he would take if a customer complained. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 18 
    18. Explains why s/he has to check work when it is finished. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 19 
    19. Explains why records need to be completed. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 20 
    20. Explains why problems with facilities or equipment must be reported. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 21 
    21. Explains what could happen if s/he does not look after documentation. 

    SPECIFIC OUTCOME 4 
    Correct problems to improve quality. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Looks out for potential problems before the work starts. 

    ASSESSMENT CRITERION 2 
    2. Explains why s/he needs to look out for potential problems. 

    ASSESSMENT CRITERION 3 
    3. Explains what a potential problem is. Give 1 example. 

    ASSESSMENT CRITERION 4 
    4. Tries to identify the immediate cause when a problem occurs. 

    ASSESSMENT CRITERION 5 
    5. Explains what s/he would do to try to identify the cause of a problem. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 6 
    6. Takes appropriate action to stop further problems from happening. 

    ASSESSMENT CRITERION 7 
    7. Explains what steps s/he can takes to stop further problems. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 8 
    8. Takes action within his/ her scope of responsibility to correct the problem. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 9 
    9. Informs the right person(s) when s/he cannot solve the problem. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 10 
    10. Follows the correct procedure when reporting a problem. 

    ASSESSMENT CRITERION 11 
    11. Informs people, who could be affected, about the problem. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 12 
    12. Looks for ways that s/he can improve quality of the service or products. 

    ASSESSMENT CRITERION 13 
    13. Informs the relevant person of his/her ideas for quality improvement. 

    ASSESSMENT CRITERION 14 
    14. Describes what his/her responsibility is when things go wrong. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 15 
    15. Describes whom s/he needs to inform about problems that s/he cannot solve. 

    ASSESSMENT CRITERION 16 
    16. Describes the correct procedure for reporting problems. 
    ASSESSMENT CRITERION NOTES 
    Assessed according to worksite procedures. 

    ASSESSMENT CRITERION 17 
    17. Explains why people who can be affected by the problem need to be informed. 

    ASSESSMENT CRITERION 18 
    18. Explains how the new way of working identified in 8. will prevent a particular problem from happening again. 

    ASSESSMENT CRITERION 19 
    19. Gives 3 examples what s/he thought of to improve service, customer satisfaction or the work environment. 

    ASSESSMENT CRITERION 20 
    20. Explains why it is important to look for ways to improve quality. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    1. An assessor accredited by the Services SETA ETQA will assess the competency.
    2. Assessment procedures will be supplied to the ETQA in alignment with NSB requirements.
    3. All assessment activities must be fair so that all candidates can have equal opportunities.
    4. Assessment will be free of gender, ethnic or other bias.
    5. Questions and answers must determine the theoretical knowledge.
    6. Direct observation, preferably in the workplace, or as a second choice in simulated conditions are preferred.
    7. A practical demonstration of competencies is required in this unit standard.
    8. Reporting skills are demonstrated by effective communication that may be verbal or any other agreed upon method.
    9. Internal Moderation
    10. External Moderation 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    On completion the learner can understand and apply knowledge as described in the assessment criteria of all the outcomes. 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in which response displays that responsible decisions using critical and creative thinking have been made. Evident in the following Specific Outcomes:
  • Apply quality management system requirements to his/her work
  • Correct problems to improve quality. 
    		•

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community. Evident the following
    Outcomes :
  • Work according to quality principles.
  • Apply quality management system requirements to his/her work.
  • Correct problems to improve quality. 
    		•

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one`s activities responsibly and effectively Evident in the following Specific Outcomes:
  • Identify and understand the importance of quality in the workplace
  • Work according to quality principles.
  • Apply quality management system requirements to his/her work.
  • Correct problems to improve quality. 
    		•

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language skills in the modes of oral and/or written presentation. Evident in the following Specific Outcomes:
  • Work according to quality principles.
  • Apply quality management system requirements to his/her work.
  • Correct problems to improve quality. 
    		•

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of related systems by recognising that problem solving contexts do not exist in isolation. Evident in the following Specific Outcomes:
  • Identify and understand the importance of quality in the workplace
  • Work according to quality principles.
  • Apply quality management system requirements to his/her work.
  • Correct problems to improve quality. 
    		•

    UNIT STANDARD CCFO CONTRIBUTING 
    Contribute to the full personal development of each learner and the social and economic development of the society at large by participating as a responsible citizen in the life of local, national and global communities. Evident in the following Specific Outcomes:
  • Identify and understand the importance of quality in the workplace
  • Work according to quality principles.
  • Apply quality management system requirements to his/her work.
  • Correct problems to improve quality. 
    		•

    UNIT STANDARD NOTES 
    This unit standard has been replaced by unit standard 243204, which is "Understand basic cleaning principles", Level 1, 15 credits.

    DEFINITION OF TERMS WITHIN THIS UNIT STANDARD: (ALPHABETICAL ORDER)

    1. Process inputs: The things that one uses to do work e.g. chemicals, forms.
    2. Process outputs: The final result of ones work, e.g. a clean surface, records
    3. Quality Management System: The manner in which an organisation co-ordinates its activities to ensure quality. In such a system one makes sure that each internal customer`s requirements are understood in order to meet the external customer requirements.


    According to the Sub-Com the credits should be 12 and not 4 as reflected on the NLRD. No changes have been made on the NLRD MC 9 November 2004 Authority Meeting 43 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  57829   General Education and Training Certificate: Grain Handling Processes  Level 1  NQF Level 01  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  AgriSETA 
    Core  36233   National Certificate: Specialist Hygiene and Cleaning Services  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  SERVICES 
    Fundamental  20173   National Certificate: Hygiene and Cleaning  Level 1  NQF Level 01  Passed the End Date -
    Status was "Reregistered"     		 2007-02-21  Was SERVICES until Last Date for Achievement 
    Elective  23853   GETC: Domestic Services  Level 1  NQF Level 01  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  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.