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: 

Monitor the level of service to a range of customers 
SAQA US ID UNIT STANDARD TITLE
242829  Monitor the level of service to a range of customers 
ORIGINATOR
SGB Generic Management 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Generic Management 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 4  NQF Level 04  5 
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 
The purpose of this unit standard is to encompass the skills needed to monitor the level of service between an organisation and its customers, both internal and external. This Unit Standard is intended for junior managers of organisations.

The qualifying learner is capable of:
  • Identifying internal and external customers, where applicable.
  • Explaining standards of customer service expected by the organisation.
  • Measuring customer satisfaction on an ongoing basis.
  • Recommending corrective action. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners should be competent in Communication and Mathematical Literacy at NQF Level 3. 

    UNIT STANDARD RANGE 
  • 'Customer' includes, but is not limited to, other organisations, consumer, department, general public, other areas of responsibility and government departments.
  • 'Area of responsibility' includes, but is not limited to, cost centre, section, department or team.
  • 'Junior managers' include, but are not limited to, team leaders, supervisors, foremen and section heads.
  • 'Standard Operating Procedures' (SOPs) may comprise formal written documents or accepted practices in the organisation.
  • 'Organisation' includes but is not limited to, workplace, work context, work unit, company, department or section. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify internal and external customers, where applicable. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The supply chain of the organisation is explained, with examples. 
    ASSESSMENT CRITERION RANGE 
    'Supply chain' includes, but is not limited to, internal and external suppliers and customers, contractors, service providers, consultants and members of the sales team.
     

    ASSESSMENT CRITERION 2 
    The internal or external customers of the team leader's work unit are identified, with examples. 

    SPECIFIC OUTCOME 2 
    Explain standards of customer service expected by the organisation. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Key performance areas for the team regarding customer service are explained, according to organisational requirements. 

    ASSESSMENT CRITERION 2 
    The importance of maintaining and achieving customer service levels are explained, with examples. 

    ASSESSMENT CRITERION 3 
    The consequences of poor service on the organisation's objectives are explained, with examples. 

    SPECIFIC OUTCOME 3 
    Measure customer satisfaction on an ongoing basis. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Key performance areas are measured against organisational standards. 

    ASSESSMENT CRITERION 2 
    Information is recorded regarding performance against accepted standards. 

    SPECIFIC OUTCOME 4 
    Recommend corrective action. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Feedback on performance is provided to team members, according to Standard Operating Procedures. 

    ASSESSMENT CRITERION 2 
    Corrective action is identified, if required, and recommendations are made to line management. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • This Unit Standard will be assessed by an assessor and moderated by a moderator registered with the relevant accredited ETQA.
  • Assessors should be in possession of a relevant qualification that is at least one level higher than the level of this unit standard.
  • Training providers must be accredited by a relevant ETQA.
  • Assessment should include both formative and summative assessment. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    N/A 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The learner is able to identify and solve problems and make decisions when monitoring customer service levels. 

    UNIT STANDARD CCFO WORKING 
    The learner is able to work as a member of a team through providing feedback on key performance areas. 

    UNIT STANDARD CCFO ORGANISING 
    The learner is able to organise activities by planning and executing a review of customer service levels. 

    UNIT STANDARD CCFO COLLECTING 
    The learner is able to collect, organise and critically evaluate information by ensuring that the key performance areas regarding customer service levels are explained to team members. 

    UNIT STANDARD CCFO DEMONSTRATING 
    The learner is able to see the world as a set of related systems by explaining the supply chain of the organisation. 

    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 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  65529   Further Education and Training Certificate: Transport Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  TETA 
    Elective  78525   Further Education and Training Certificate: Automotive Repair and Maintenance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  65589   Further Education and Training Certificate: High Speed Inter-City Commuter Railway Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  TETA 
    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 


    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. Academy (Pty) Ltd 
    2. AFRICA COMPETENCY DEVELOPMENT PTY LTD 
    3. AGB Tourism (Pty) Ltd 
    4. Akanani Consulting (Pty) Ltd 
    5. AL Development Services cc 
    6. All Access Holdings 
    7. Asiphokuhle Training And Research Institute 
    8. B-Safe Africa Health 
    9. BDCE 
    10. Bendrew Trading 
    11. Bright Ideas Training 
    12. Central Institute of Professional Studies and Services 
    13. Chuene Bosa Bosele Trading & Enterprise (Pty) Ltd. 
    14. Classic Human Capital Solutions 
    15. Clean Heat Academy (Pty) Ltd 
    16. Compass Academy of Learning 
    17. Connex Marketing Cc 
    18. Crack Down Pest Control Services 
    19. Danearl (Pty) Ltd 
    20. Disaster Risk Management Npc 
    21. Edge Training Consultancy 
    22. Edutel Skills Development Pty Ltd 
    23. Empilweni Management Solutions cc 
    24. Ethekwini Fire And Disaster Management Services 
    25. Ethekwini Municipality Emergency Services Training Department 
    26. Fundani School of Thought (pty) Ltd 
    27. FUTURE DISCOVERY TRAINING ACADEMY 
    28. Giamanje Tvet College 
    29. Global Care Trading 100 CC 
    30. Gravitazz Consulting 
    31. Growth Management Consulting 
    32. Hamonate Consulting 
    33. Health Science Academy 
    34. Hesscon 
    35. Higher Grade Solutions 
    36. Inafrica General Trading Pty Ltd 
    37. Innovative Shared Services 
    38. Isibuko Group Pty Ltd 
    39. Ito Focus Reagile 
    40. Izwelethu Black Diamond 
    41. Jeppe College of Commerce and Computer Studies 
    42. Jobafrik Consulting 
    43. K Boneng Consulting Services 
    44. Kalideen Investment T/A Kalvest 
    45. KALIDEEN MANAGEMENT SERVICES 
    46. Kgakishe Trading And Projects (Pty) Ltd 
    47. Kgotla Trading Enterprise 
    48. Khanya Information and Development Consulting 
    49. Kn Business Solutions 
    50. Kokano Pty Ltd 
    51. Kuyakhula Development Initiatives 
    52. Learning Exchange Pty (Ltd) 
    53. Leronsa Trading Enterprise 
    54. Letlhokoa Management Services Cc 
    55. Lumiere Holdings 
    56. M.I.C. Training And Development 
    57. Mabuya Amahle Trading 
    58. Makaota Training Consultants 
    59. Mamuhle Academy 
    60. Marematlou Training Institute 
    61. Mashmp Holdings 
    62. MASM Trading Enterprise (Pty) Ltd 
    63. MASS COMUTER TRAINING AND PRINTERS 
    64. Metheho Leadership Academy Pty Ltd 
    65. Mimosa Business Consultants 
    66. Mintirho Development Services 
    67. Mml Consulting Cc. 
    68. Mod-Mosh Projects And Consulting (Pty) Ltd 
    69. Mortarboard Training Solutions 
    70. Moseki Consulting Engineering Training & Development (Pty) Ltd 
    71. MTHENGENYA & ASSOCIATES 
    72. Nemalale Eagles Consultancy Cc 
    73. Ntsangalala Business Enterprise 
    74. Optimum Learning Technologies (Pty) Ltd 
    75. Osolwazi Further Education And Training 
    76. Petra Institute of Development 
    77. Pioneer Business Consulting 
    78. Prestige Leaders Consulting (Pty) Ltd 
    79. Primeserv Corporate Solutions (Pty) Ltd 
    80. Progressive School Of Business And Engineering (Pty) 
    81. Ptdev (Pty) Ltd 
    82. Qabuka-Vuka Development Trading 
    83. Qeda Higher Training Institute 
    84. Ratomac Trading Consultants (Pty) Ltd 
    85. RCH Investments (Pty) Ltd 
    86. Rthu Energy And Logistics (Pty) Ltd 
    87. Sebenzisanane Human Capital 
    88. Senelo Trading Cc 
    89. Siza Nesu Training And Consultants 
    90. South African Corporate Training Association 
    91. Spectrium 
    92. Step Ahead Academy (Pty) Ltd 
    93. Summat Training Institute 
    94. Swaranang Management Consulting Cc 
    95. Tasc Business Consulting And Training 
    96. Thinking Mind Trading 
    97. Thobologo Training And Education Group 
    98. Thubelihle Graduate Institute 
    99. Thuto Lere Community Empowerment Programme 
    100. Tlhalefang Holdings 
    101. Training Consultant and SD College 
    102. Transafric Consulting Pty Ltd 
    103. Tsebong Training Centre 
    104. Tshwane Training Institute (Pty) Ltd. 
    105. Tumpu Trading And Projects 
    106. University Of Business Excellence(Pty)Ltd 
    107. University Of Intellectual Excellence (Pty)Ltd 
    108. Vhutshilo Health And Training Organisation 
    109. Vicmat Consultants 
    110. VSL General Trading 
    111. Vumilia Africa Group 
    112. World Pace Development And Training Institute 
    113. Yes We Can Consulting Pty Ltd 
    114. Zealot Business College 
    115. Zwavhudi Business School (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.