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:

Manage quality in the organisation

SAQA US ID	UNIT STANDARD TITLE
7889	Manage quality in the organisation
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 11 - Services			Hospitality, Tourism, Travel, Gaming and Leisure
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 6	Level TBA: Pre-2009 was L6	6
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2009-11-03	2011-07-31	SAQA 0160/05
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2012-07-31		2015-07-31

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 learner will acquire the skills and knowledge required to ensure customer needs, expectations and satisfaction are met and maintained. This includes research on quality service systems, working with colleagues and implementing improved customer service programmes.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

`Improve Service to Customers`.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Describe the quality management system used in your organisation.

OUTCOME NOTES

Describe the quality management system used in your organisation and give a definition of quality management used universally.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 2

Describe ways of researching competitors' quality of service.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 3

Describe the various research methods to obtain information.

OUTCOME NOTES

Describe the various research methods to obtain information on customer needs, expectations and satisfaction levels and explain which is the most effective method and why.

OUTCOME RANGE

Methods: formal, informal.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 4

Explain the importance of including colleagues when planning.

OUTCOME NOTES

Explain the importance of including colleagues when planning customer service improvement programmes.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 5

Use formal and informal research to obtain information.

OUTCOME NOTES

Use formal and informal research to obtain information on customers' needs, expectations and satisfaction levels.

OUTCOME RANGE

Informal research: talking to customers, qualitative/ quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 6

Consider changes in external or internal environments in planning quality service.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 7

Provide opportunities for colleagues to participate in the customer service planning process.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 8

Approaches are developed and communicated to colleagues and customers.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 9

Monitor customer service standards with ongoing feedback sought from customers.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 10

Use coaching to assist colleagues to deal with customer service issues.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 11

Identify customer service problems.

OUTCOME NOTES

Identify customer service problems, make adjustments and communicate details to the people involved within the appropriate time frames.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

SPECIFIC OUTCOME 12

Describe how performance would be adapted to ensure quality customer service.

OUTCOME NOTES

Given another context such as retail, describe how performance would be adapted to ensure quality customer service.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Arrange or create an environment in which the learner can be fairly assessed against the outcomes.

ASSESSMENT CRITERION NOTES

This unit must be assessed in the workplace.

It is recommended that this unit standard be assessed in conjunction with other unit standards.

ASSESSMENT CRITERION 2

2. Evaluate the learner's ability to meet the outcomes consistently.

ASSESSMENT CRITERION NOTES

This unit standard can be assessed by a combination of questioning, product sample and testimony.

Product sample research reports and portfolio of evidence.

Questioning to cover ways of informal research on customer needs, expectations and satisfaction.

Question the learner on changes in external environments that could affect quality service planning.

Testimony from colleagues on customer service group planning sessions.

ASSESSMENT CRITERION RANGE

Informal research: talking to customers, qualitative / quantitative research, feedback from service delivery colleagues, analysis of competition, analysis of industry/ market trends.

ASSESSMENT CRITERION 3

3. Provide specific feedback to the learner on assessments and the learner's ability to meet the outcomes.

ASSESSMENT CRITERION 4

4. Complete the declaration of competence and inform the appropriate ETQA once the learner has demonstrated the ability to meet all the outcomes.

ASSESSMENT CRITERION 5

5. Counsel the learner on future assessments, necessary learning and further qualifications.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

1. Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA.

2. Any institution offering learning that will enable achievement of this unit standard must be registered with the FE/HE Registrar.

3. Any institution wishing to receive skill development grants must be accredited with the relevant ETQA. Such an institution will also be registered with the relevant SETA.

4. Moderation of assessment will be done by the relevant ETQA at its discretion.

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

Essential embedded knowledge is dealt with under the outcomes section.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO WORKING

Work effectively with others (this critical cross field outcome is covered in this unit standard under the outcomes section).

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively (this critical cross field outcome is covered in this unit standard under the outcomes section).

UNIT STANDARD NOTES

Recommendations and Exemplars for the design of:

Learning / Curriculum - This unit deals with the skills and knowledge required to manage customer service quality in the workplace.

Learning should take place over an extended period of time to allow the learner the opportunity to address issues of ongoing implementation and monitoring of customer service.

The learner must explore and develop pro-active approaches to the enhancement of customer service.

The learner must know and understand the principles of quality service.

The learner must know and understand the principles behind a quality management system.

Learner could practice research skills by doing informal and formal research on customer needs using qualitative and quantitative research methods as well as analysis techniques as identified in range.

Learner could write up reports based on this research and incorporate the information into the current quality management system.

Learner could research basic quality service principles and present these to a group for discussion.

Learner could evaluate the current quality management system. Recommendations and proposed changes based on formal/ informal research could be presented to management. The presentation and report content should be evaluated by management. The learner could then be given the opportunity to implement and monitor the proposed quality management system over a period of time.

A portfolio of evidence could be collected of workplace experience, including research, reports and evaluations.

The following critical cross field outcomes are covered in this unit standard under the outcomes section:
Work effectively with others
Communicate effectively

QUALIFICATIONS UTILISING THIS UNIT STANDARD:

	ID	QUALIFICATION TITLE	PRE-2009 NQF LEVEL	NQF LEVEL	STATUS	END DATE	PRIMARY OR DELEGATED QA FUNCTIONARY
Core	49086	National Certificate: Auctioneering Management	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2011-02-16	Was SERVICES until Last Date for Achievement
Fundamental	23593	National Certificate: Security Management: Electronic Security	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2007-08-16	Was SAS SETA until Last Date for Achievement
Elective	24433	Diploma: Hospitality Operations	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2012-06-30	CATHSSETA
Elective	96401	National Certificate: Export Administration	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
Elective	14123	National Diploma: Accommodation Services	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Elective	20613	National Diploma: Event Co-ordination	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Elective	14109	National Diploma: Fast Food Services	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Elective	61596	National Diploma: Food and Beverage Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	As per Learning Programmes recorded against this Qual
Elective	22444	National Diploma: Freight Forwarding	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2007-11-28	Was TETA until Last Date for Achievement
Elective	14112	National Diploma: Professional Cookery	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Elective	20414	National Diploma: Service Management	Level 5	NQF Level 05	Passed the End Date - Status was "Reregistered"	2023-06-30	CATHSSETA
Elective	49055	National Certificate: Foreign Economic Representation	Level 6	Level TBA: Pre-2009 was L6	Passed the End Date - Status was "Reregistered"	2023-06-30	PSETA
Elective	48726	Advanced Diploma: Diplomacy	Level 7	NQF Level 07	Passed the End Date - Status was "Reregistered"	2023-06-30	PSETA until Last Date for Achievement

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