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: 

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 
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 
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  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  Reregistered  2023-06-30  TETA 
    Elective  78525   Further Education and Training Certificate: Automotive Repair and Maintenance  Level 4  NQF Level 04  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  Reregistered  2023-06-30  TETA 
    Elective  59201   National Certificate: Generic Management  Level 5  Level TBA: Pre-2009 was L5  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 of York Pty Ltd 
    2. ADT SECURITY SERVICES PTY LTD 
    3. ADT SECURITY SERVICES PTY LTD CAPE TOWN 
    4. ADT SECURITY SERVICES PTY LTD PINE TOWN 
    5. ADT SECURITY SERVICES PTY LTD PORT ELIZABETH 
    6. ADT SECURITY SERVICES PTY LTD PRETORIA NORTH 
    7. AFRICA COMPETENCY DEVELOPMENT (PTY) LTD 
    8. Buscor 
    9. Classic Human Capital Solutions 
    10. Coastal Kzn F.E.T. College - Swinton Road Campus 
    11. College of Production Technology 
    12. Compass Academy of Learning 
    13. DISASTER MANAGEMENT SOLUTIONS (PTY) LTD (DMS) 
    14. DON-DER TRUCK REPAIRS TRUST 
    15. Eastcape Midlands Public FET College - Uitenhage (High Street)Campus 
    16. Edu Wize Group Pty Ltd 
    17. EDUTEL SKILLS DEVELOPMENT PTY LTD 
    18. Ekurhuleni West Public FET College - Germiston Campus 
    19. False Bay Public FET College - Westlake Campus 
    20. HEIRS TRAINING AND DEVELOPMENT PTY LTD 
    21. IIR TRAINING 
    22. IKHWEZI MANAGEMENT AND TRAINING INSTITUTE CC 
    23. Imperial Technical Training Academy (GERMISTON) (TP) 
    24. Imperial Technical Training Academy (WADEVILLE) (TP) 
    25. Inafrica General Trading Pty LTD 
    26. Institute for Telling Development T/A ITD Training (MENLYN PARK) (TP) 
    27. IQ Skills Academy (PTY) LTD. 
    28. Izwelethu Black Diamond 
    29. JMC TECHNICAL TRAINING (Bloemfontein)(TP) 
    30. khanya Information and Development Consulting 
    31. KLM EMPOWERED HUMAN SOLUTIONS SPECIALISTS PTY LTD 
    32. KOKANO PROJECTS PTY LTD 
    33. Kuyakhula Development Initiatives 
    34. Learning Exchange Pty (Ltd) 
    35. Leverage Leadership 
    36. Mabuya Amahle Trading 
    37. Madiba Bay Accountancy Training CC 
    38. Makaota Training Consultants 
    39. Mamuhle Academy 
    40. McCarthy Automotive Artisan Academy (MIDRAND) (TP) 
    41. Mimosa Business Consultants 
    42. MML Consulting CC. 
    43. Mopani South East FET College - Phalaborwa Campus 
    44. Mortarboard Training Solutions 
    45. Mr Price Group Ld 
    46. MSC Education Holdings Pty Ltd 
    47. Nhlahle Development Agency 
    48. OPTIMUM LEARNING TECHNOLOGIES PTY LTD 
    49. Peritum Agri Institute Pty LTD 
    50. PIETERSBURG LABOUR CONSULTANTS CC 
    51. Pioneer Business Consulting 
    52. Procurement & Supply Management College cc (ROBERTSHAM) (TP) 
    53. Progressive School of Business and Engineering (Pty) 
    54. PTDEV (Pty) Ltd 
    55. Qualitas Training cc (SELBY) (TP) 
    56. Quantum Leap College Pty Ltd 
    57. RCH Investments (Pty) Ltd 
    58. SA Campus 
    59. SANDVIK MINING & CONSTRUCTION RSA (PTY) LTD 
    60. Sebenzisanane Human Capital 
    61. SIZA NESU TRAINING AND DEVELOPMENT 
    62. South African Corporate Training Association 
    63. Tasc Business Consulting and Training 
    64. Thinking Mind Trading 
    65. Toyota Academy Toyota SA Motors (Pty) Ltd (SANDTON) (TP) 
    66. Transafric Consulting Pty Ltd 
    67. Tshwane Training Institute (PTY) LTD. 
    68. Tumpu Trading and Projects 
    69. UNIVERSITY OF BUSINESS EXCELLENCE(PTY)LTD 
    70. Vicmat Consultants 
    71. Volkswagen of South Africa (Pty) Ltd - Technical Learning Academy (UIT 
    72. Wide Horizon Advanced Training (PORT ELIZABETH) (TP) 
    73. Woolworths 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.