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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 QUALIFICATION: 

Higher Certificate in Service Management 
SAQA QUAL ID QUALIFICATION TITLE
120260  Higher Certificate in Service Management 
ORIGINATOR
The Independent Institute of Education (Pty) Ltd 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
CHE - Council on Higher Education  HEQSF - Higher Education Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
Higher Certificate  Field 03 - Business, Commerce and Management Studies  Generic Management 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  120  Not Applicable  NQF Level 05  Regular-Provider-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Reregistered  EXCO 0638/26  2026-02-02  2029-02-02 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2030-02-02   2033-02-02  

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 qualification does not replace any other qualification and is not replaced by any other qualification. 

PURPOSE AND RATIONALE OF THE QUALIFICATION 
Purpose:
The purpose of the Higher Certificate in Service Management is to equip learners with the introductory knowledge and skills needed to understand the basic service management principles, skills, and techniques that apply to a diverse and dynamic range of service sector industries. This Higher Certificate in Service Management has a primarily vocational orientation that will prepare graduates for the workplace.

Effective communication and customer relations skills are fundamental in a service-centric environment, and learners will acquire sound knowledge of these principles, and the ability to apply them in the workplace.

On completion of this Higher Certificate in Service Management, qualifying learners will understand the features of service management and apply customer service management knowledge and skills to various organisations in client/customer services. In addition, the qualification can provide a pathway for further studies in service management and business management disciplines.

The qualification will impart the relevant graduate attributes for entry-level positions in the service sector, including hospitality, retail, financial services, call centres, and general service-centric business organisations. Successful completion of this qualification will ensure that learners have the necessary skills to enter the labour market, and successfully operate as junior customer service officers, business service or customer journey consultants, and customer success representatives within a traditional service organisation, a service-centric organisation, or in the service department of any organisation.

Rationale:
According to Business Process Enabling South African (BPESA) (2021) "The business services sector, which includes call centres, technical support and back and front office services for major multinationals and South African firms, has seen exceptional growth in recent years, and has been a major source of job creation for young South Africans". South Africa was also recognised as the top Global Business Service Sector location in 2021, which according to BPESA will also see an increase in new jobs in this sector. Deloitte's 2021 Consumer Products Industry Outlook report establishes that within the consumer products industry, customer relationship is evolving with a shift towards personalized service delivery and customer centricity (Buckley, 2021).

The qualification aims to prepare learners to better understand the service-based approach to business and to equip learners with fundamental knowledge and application skills of service management principles and practices that can be applied in an array of service industry sectors.

An analysis of the labour force by the Services SETA (Sector Skills Plan 2020/2021, 2021) identified a trend in the sector of recruiting people with a secondary qualification or higher. The Higher Certificate in Service Management is designed to fulfil a need in the service sector for skilled entry-level people.

The Higher Certificate in Service Management also serves as an entry-level qualification that allows learners pathways to qualifications at higher levels, such as diplomas and bachelor's degrees. This makes it the ideal pathway into higher education for learners who may be unsure about what to study or perhaps did not receive high enough marks to be accepted into a qualification. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
Recognition of Prior Learning (RPL):
The institution has an approved Recognition of Prior Learning (RPL) policy which is applicable with equivalent qualifications for admission into the qualification. RPL will be applied to accommodate applicants who qualify. RPL thus provides alternative access and admission to qualifications, as well as advancement within qualifications. RPL may be applied for access, credits from modules and credits for or towards the qualification.

RPL for access:
  • Learners who do not meet the minimum entrance requirements or the required qualification that is at the same NQF level as the qualification required for admission may be considered for admission through RPL.
  • To be considered for admission in the qualification based on RPL, applicants should provide evidence in the form of a portfolio that demonstrates that they have acquired the relevant knowledge, skills, and competencies through formal, non-formal and/or informal learning to cope with the qualification expectations should they be allowed entrance into the qualification.

    RPL for exemption of modules:
  • Learners may apply for RPL to be exempted from modules that form part of the qualification. For a learner to be exempted from a module, the learner needs to provide sufficient evidence in the form of a portfolio that demonstrates that competency was achieved for the learning outcomes that are equivalent to the learning outcomes of the module.

    RPL for credit:
  • Learners may also apply for RPL for credit for or towards the qualification, in which they must provide evidence in the form of a portfolio that demonstrates prior learning through formal, non-formal and/or informal learning to obtain credits towards the qualification.
  • Credit shall be appropriate to the context in which it is awarded and accepted.

    Entry Requirements:
    The minimum entry requirement for this qualification is:
  • National Senior Certificate (NSC), NQF Level 4, granting access to Higher Certificate studies.
    Or
  • National Certificate (Vocational), NQF Level 4 granting access to Higher Certificate studies.
    Or
  • Senior Certificate, NQF Level 4, without endorsement. 
    		•

    RECOGNISE PREVIOUS LEARNING? 
    Y 

    QUALIFICATION RULES 
    This qualification consists of the following compulsory modules at National Qualifications Framework Level 5, totalling 120 Credits.

    Compulsory Modules, Level 5, 120 Credits:
  • Digital and Academic Literacies, 15 Credits.
  • Introduction to Quantitative Thinking and Techniques, 15 Credits.
  • Applied Communication Techniques, 15 Credits.
  • Introduction to Service Management, 15 Credits.
  • Service Operation Management, 15 Credits.
  • Service Quality and Innovation, 15 Credits.
  • Technology in Service Management, 15 Credits.
  • Work-Integrated Learning (WIL), 15 Credits. 
    		•

    EXIT LEVEL OUTCOMES 
    1. Apply service management principles and practices in a variety of simple scenarios.
    2. Apply service excellence principles to well-defined scenarios in familiar customer-centric service contexts.
    3. Apply tools and strategies to manage and deliver quality services with the use of technology in familiar scenarios.
    4. Demonstrate proficiency in using appropriate technology and associated understanding of relevant software to communicate within the industry. 

    ASSOCIATED ASSESSMENT CRITERIA 
    Associated Assessment Criteria for Exit Level Outcome 1:
  • Describe the fundamental principles and practices of service management.
  • Apply knowledge of the features of the service economy in relation to the consumer and business service experience.
  • Evaluate the role of employees, customers, and technology in service delivery.
  • Analyse the characteristics of a service-centric organisation.
  • Apply appropriate current competitive service strategies to given scenarios.

    Associated Assessment Criteria for Exit Level Outcome 2:
  • Analyse the principles of customer relations management.
  • Apply the processes required for high-quality service.
  • Report on potential barriers and challenges that can affect service excellence.
  • Design a basic quality improvement programme to successfully achieve service excellence in a familiar customer-centric service context.

    Associated Assessment Criteria for Exit Level Outcome 3:
  • Apply relevant trends to service technology activities.
  • Demonstrate adequate knowledge of the impact of social media and customer relations.
  • Accurately identify digital applications that track the quality of service on social media.
  • Investigate and correctly select the tools that can be used to measure and manage service quality.

    Associated Assessment Criteria for Exit Level Outcome 4:
  • Apply business communication strategies and principles to prepare effective communication for various service-related scenarios within an organisation.
  • Demonstrate adequate understanding of the different methods of communication, and barriers to these.
  • Demonstrate computer literacy and proficiency.
  • Engage and effectively source, select, and evaluate information required to complete academic and work-related tasks.
  • Demonstrate presentation, interpersonal communication, and business communication skills in the
    business context.
  • Use appropriate technologies and communication methods and channels reliably, accurately, and coherently to convey information in the service workplace and higher education. 
    		•

    INTERNATIONAL COMPARABILITY 
    Internationally, most institutions do not offer the Higher Certificate as a qualification type at the undergraduate level. Therefore, a comparison at the same NQF level is not possible.

    The Higher Certificate in Service Management is an emerging qualification that aligns internationally with other vocational undergraduate qualification types with progression pathways to higher qualification levels.

    Country: Malaysia
    Institution: Asia Pacific University of Technology and Innovation (APU)
    Qualification Title: Bachelor of Arts (Hons) in Services Management.

    This is a three-year qualification. The qualification concentrates on service-centric elements of the business environment that allow learners to graduate with a vocationally relevant degree which will enable them to become operationally effective in a service management role. This qualification is at a far higher level than the SA qualification, however, it does indicate that there is an available pathway for learners who wish to attain a postgraduate qualification in Service Management internationally, as well as a global need for qualifications in this area.

    This indicates that our qualification is conceptually aligned with this BA (Hons), as well as with global learning pathways in this discipline.

    Similarities:
  • The SA qualification introduces learners to service management, communication, service quality, and technology in service management, all of which are explored at an advanced level in the Malaysian qualification.

    Country: Australia
    Institution: The University of Canberra
    Duration: This is a three-year qualification. This qualification emphasises the growing need for adequately skilled people in an increasingly service-centric modern economy. This qualification prepares learners for a world that is increasingly dependent upon services and service systems and provides learners with knowledge and tools to effectively manage the operational, technological, and human aspects of service businesses across the commercial, government, and not-for-profit sectors. The qualification provides learners with foundational skills and knowledge in service management, communication, service quality, and technology in service management.

    This qualification is at a higher level than the SA qualification, however, the content and aims of the first year of the qualification align with that of the SA qualification. Additionally, the inclusion of this qualification in the Australian qualification offering is indicative of an international shift in focus towards service management as a field of study.

    Similarities:
  • Similar to the SA qualification, the Australian qualification emphasises the growing need for adequately skilled people in an increasingly service-centric modern economy.
  • Both qualifications provide learners with foundational skills and knowledge in service management, communication, service quality, and technology in service management.

    Country: Sri Lanka
    Institution: University of Colombo
    Qualification Title: Diploma in Service Management
    Duration: The University of Colombo in Sri Lanka offers a one-year Diploma in Service Management that aims to provide learners with a vocationally oriented qualification equipping them for work in a service-centric environment or further studies in the field of Service Management. This qualification requires learners to have some working experience in the field before enrolling.

    Modules:
  • Marketing.
  • Communication,
  • Service management,
  • Service operation management,
  • Service quality,
  • Technology in service management.

    Similarities:
  • Both the USA and SA qualifications offer foundational modules in communication, service management, service operation management, service quality, and technology in service management.
  • Both qualifications are offered in one year.
    Differences:
  • The curriculum for the UoC qualification does not include a practical work-integrated learning module while this forms an integral part of the SA qualification.
  • The UoC qualification has a module on marketing, which is not offered in the SA qualification. 
    		•

    ARTICULATION OPTIONS 
    This qualification allows possibilities for both vertical and horizontal articulation.

    Horizontal Articulation:
  • Higher Certificate in Business Management in Retail Management, NQF Level 5.
  • Higher Certificate in Food and Beverage Management, NQF Level 5.
  • Higher Certificate in Operations Management, NQF Level 5.
  • Higher Certificate in Hospitality Management, NQF Level 5.
  • Higher Certificate in Business Management, NQF Level 5.

    Vertical Articulation:
  • Advanced Certificate in Hospitality Management, NQF Level 6.
  • Diploma in Food and Beverage Operations, NQF Level 6.
  • Diploma in Retail Business Management, NQF Level 6.
  • Diploma in Commerce in Business Management, NQF Level 6. 
    		•

    MODERATION OPTIONS 
    N/A 

    CRITERIA FOR THE REGISTRATION OF ASSESSORS 
    N/A 

    LEARNING PROGRAMMES RECORDED AGAINST THIS QUALIFICATION: 
     
    NONE 


    PROVIDERS CURRENTLY ACCREDITED TO OFFER THIS QUALIFICATION: 
    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. The Independent Institute of Education (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.