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: 

National Diploma: Service Management 
SAQA QUAL ID QUALIFICATION TITLE
20414  National Diploma: Service Management 
ORIGINATOR
SGB Hospitality,Tourism,Travel, Leisure and Gaming 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY NQF SUB-FRAMEWORK
CATHSSETA - Culture, Arts, Tourism, Hospitality and Sports Education and Training Authority  OQSF - Occupational Qualifications Sub-framework 
QUALIFICATION TYPE FIELD SUBFIELD
National Diploma  Field 11 - Services  Hospitality, Tourism, Travel, Gaming and Leisure 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  240  Level 5  NQF Level 05  Regular-Unit Stds Based 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Reregistered  SAQA 06120/18  2018-07-01  2023-06-30 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2024-06-30   2028-06-30  

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

PURPOSE AND RATIONALE OF THE QUALIFICATION 
A learner who has achieved this qualification will be able to integrate leadership knowledge and skills with those of customer service and the operational specifics of a given context.

Building on day-to-day leadership requirements as well as generic management competencies, the qualification facilitates progression of learning, allowing learners to achieve new heights of excellence in their careers, or to enter new fields of management or education, training and development.

This qualification has been developed for professional practice across the service industry and is intended to professionalise supervisory, junior management or other leadership positions in the service industry, ensuring the upliftment of standards in general. It is applicable to small and large businesses alike. The qualification builds on other certificates from a range of sub-sectors and will provide articulation with a range of qualifications in both Management and Service areas of practice. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learner has achieved an FET Certificate at level 4 or the equivalent, preferably in the Service Field. There are no learning pre-requisites.

Recognition of prior learning:

Any learner wishing to be directly assessed may arrange to do so, without attending further training or education. The assessor and learner will decide together on the most appropriate assessment route to be taken. 

RECOGNISE PREVIOUS LEARNING? 

EXIT LEVEL OUTCOMES 
On achieving this qualification the learner will be able to:
1. Supervise operational situations in order to maximise efficiency and effectiveness.
2. Exercise leadership of people involved in operational situations in order to enhance their performance and productivity.
3. Lead and manage the education, training and development of people in order to enhance both productivity and personal development.
4. Ensure that operational performance enhances customer satisfaction in order to attract and retain customers.
5. Undertake leadership and operational functions while continuously monitoring and adapting own performance as required.
6. Evaluate own learning based on leadership experience and identify strengths, weaknesses and areas for improvement of practice and learning. 

ASSOCIATED ASSESSMENT CRITERIA 
The learner must demonstrate an ability to consider a range of options and make decisions about:

1. Supervisory methods and techniques to apply in any given situation or range of situations.

The learner must demonstrate an understanding of:

1. The nature, purpose and expectations of the context
2. The nature and purposes of leadership and supervision
3. Basic principles, methods and techniques of supervision
4. Methods of integrating operational and supervisory requirements and solutions
5. Customer service requirements
6. ETDP competencies.

The learner must demonstrate an ability to:

1. Critically evaluate the use of, and explore alternatives to supervisory methods and techniques in any given situation or range of situations.
2. Justify decisions on any aspect of supervision.
3. Reflect on the appropriateness of decisions made in any supervisory situation and on adjustments that might have been made from time to time.
4. Critically reflect on any feedback given during or after supervision.

Integrated assessment:

Integrated assessment at the level of qualification provides an opportunity for learners to show that they are able to integrate concepts, ideas and actions across unit standards to achieve competence that is grounded and coherent in relation to the purpose of the qualification.

Integrated assessment must judge the quality of the observable performance, but also the quality of the thinking that lies behind it. Assessment tools must encourage learners to give an account of the thinking and decision-making that underpin their demonstrated performance. Some assessment practices will be of a more practical nature while others will be of a more theoretical nature. The ratio between action and interpretation is not fixed, but varies according to the type and level of qualification.

A broad range of task-orientated and theoretical assessment tools may be used, with the distinction between practical knowledge and disciplinary knowledge maintained so that each takes its rightful place. 

INTERNATIONAL COMPARABILITY 
International comparability:

This qualification has been benchmarked against Service Sector Management qualifications from the United Kingdom, and shows a substantial degree of similarity. The concept of a single qualification with the potential to be used across the service sector, the structure, and the range of skills embedded in the qualification are common to these qualifications. 

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 or will assess this unit standard must be accredited as a provider with the relevant ETQA.
3. Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines in the relevant qualification and the agreed ETQA procedures.

Therefore anyone wishing to be assessed against this qualification may apply to be assessed by any assessment agency, assessor or provider institution which is accredited by the relevant ETQA. 

REREGISTRATION HISTORY 
As per the SAQA Board decision/s at that time, this qualification was Reregistered in 2012; 2015. 

UNIT STANDARDS: 
  ID UNIT STANDARD TITLE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Core  7785  Function in a business environment  Level 3  NQF Level 03 
Core  7796  Maintain a secure working environment  Level 3  NQF Level 03 
Core  7782  Analyse a business and determine the way it functions  Level 4  NQF Level 04 
Core  9265  Develop and maintain a staff roster  Level 4  NQF Level 04 
Core  9262  Identify `at risk` individuals  Level 4  NQF Level 04 
Core  7869  Maintain a preventative maintainance programme  Level 4  NQF Level 04 
Core  7846  Maintain the cleaning programme for own area of responsibility  Level 4  NQF Level 04 
Core  7836  Monitor customer satisfaction  Level 4  NQF Level 04 
Core  9243  Monitor occupational health and safety  Level 4  NQF Level 04 
Core  7841  Plan staff training and development in own area of responsibility  Level 4  NQF Level 04 
Core  7875  Support and guide the learner  Level 4  NQF Level 04 
Core  7867  Assess the learner  Level 5  Level TBA: Pre-2009 was L5 
Core  10993  Conduct an integrative project in the workplace  Level 5  Level TBA: Pre-2009 was L5  40 
Core  7818  Conduct on-the-job coaching  Level 5  Level TBA: Pre-2009 was L5 
Core  9224  Implement policies regarding HIV/AIDS in the workplace  Level 5  Level TBA: Pre-2009 was L5 
Core  7848  Manage the induction of new staff  Level 5  Level TBA: Pre-2009 was L5 
Core  7883  Manage workplace relations  Level 5  Level TBA: Pre-2009 was L5 
Core  7866  Plan, organise and monitor work in own area of responsibility  Level 5  Level TBA: Pre-2009 was L5 
Core  7881  Manage workplace diversity  Level 6  Level TBA: Pre-2009 was L6 
Core  7888  Monitor staff performance  Level 6  Level TBA: Pre-2009 was L6 
Fundamental  8618  Organise oneself in the workplace  Level 2  NQF Level 02 
Fundamental  8419  Understand social issues  Level 2  NQF Level 02 
Fundamental  7786  Operate a Computer  Level 3  NQF Level 03 
Fundamental  8662  Analyse and communicate workplace data  Level 5  Level TBA: Pre-2009 was L5 
Fundamental  9242  Analyse external factors influencing people who have special needs  Level 5  Level TBA: Pre-2009 was L5 
Fundamental  8647  Apply workplace communication skills  Level 5  Level TBA: Pre-2009 was L5  10 
Fundamental  8648  Demonstrate an understanding of professional values and ethics  Level 5  Level TBA: Pre-2009 was L5 
Fundamental  8664  Examine social features as pertaining to the workplace  Level 5  Level TBA: Pre-2009 was L5 
Fundamental  8663  Plan and conduct a research project  Level 5  Level TBA: Pre-2009 was L5 
Fundamental  7859  Lead and manage teams of people  Level 6  Level TBA: Pre-2009 was L6 
Elective  7663  Handle mail, messages and written communications  Level 2  NQF Level 02 
Elective  9244  Plan and conduct meetings  Level 4  NQF Level 04 
Elective  113806  Advise on and apply court processes and procedures  Level 5  Level TBA: Pre-2009 was L5  15 
Elective  117903  Advise on relevant Labour and Equity Law  Level 5  Level TBA: Pre-2009 was L5 
Elective  113809  Apply case scheduling techniques  Level 5  Level TBA: Pre-2009 was L5  14 
Elective  113808  Apply the general principles relating to legal costs  Level 5  Level TBA: Pre-2009 was L5 
Elective  7876  Conduct on-the-Job-Training  Level 5  Level TBA: Pre-2009 was L5 
Elective  9263  Councel others for incapacity or poor work performance  Level 5  Level TBA: Pre-2009 was L5 
Elective  9264  Deal with grievances  Level 5  Level TBA: Pre-2009 was L5 
Elective  7856  Deliver Group Training  Level 5  Level TBA: Pre-2009 was L5 
Elective  7886  Develop and implement a business plan  Level 5  NQF Level 05 
Elective  113807  Draft Legal agreements  Level 5  Level TBA: Pre-2009 was L5  10 
Elective  7861  Gather and present evidence in a hearing  Level 5  Level TBA: Pre-2009 was L5 
Elective  11317  Grade an Establishment  Level 5  Level TBA: Pre-2009 was L5  20 
Elective  7865  Improve service to customers  Level 5  NQF Level 05 
Elective  113810  Interpret the principles contained in basic South African law as entrenched in the constitution and the Bill of Rights  Level 5  Level TBA: Pre-2009 was L5 
Elective  7858  Maintain supply levels  Level 5  NQF Level 05  10 
Elective  7882  Manage Payroll Records  Level 5  Level TBA: Pre-2009 was L5 
Elective  7863  Manage staff development  Level 5  Level TBA: Pre-2009 was L5 
Elective  7877  Plan, implement and evaluate sales development activities  Level 5  Level TBA: Pre-2009 was L5  10 
Elective  7878  Prepare and Maintain Financial Records and Statements  Level 5  NQF Level 05  12 
Elective  7885  Research and update the legal knowledge required for business compliance  Level 5  Level TBA: Pre-2009 was L5 
Elective  7879  Analyse Training Needs and Develop Training Programmes  Level 6  Level TBA: Pre-2009 was L6 
Elective  7872  Chair a hearing  Level 6  Level TBA: Pre-2009 was L6  10 
Elective  7874  Contribute to the provision of required staff  Level 6  Level TBA: Pre-2009 was L6 
Elective  7887  Develop and Manage Marketing Plans and Strategies  Level 6  Level TBA: Pre-2009 was L6  12 
Elective  7889  Manage quality in the organisation  Level 6  Level TBA: Pre-2009 was L6 
Elective  7880  Prepare, implement, manage and control budgets  Level 6  Level TBA: Pre-2009 was L6  10 
Elective  7871  Start up and manage a small business  Level 7  Level TBA: Pre-2009 was L7  20 


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. Academic College - South Africa (Pty) Ltd 
2. THE CAPITAL HOTEL SCHOOL & TRAINING ACADEMY 



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.