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: 

Create a culture of customer service in the supply chain 
SAQA US ID UNIT STANDARD TITLE
10102  Create a culture of customer service in the supply chain 
ORIGINATOR
SGB Marketing 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Marketing 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 7  Level TBA: Pre-2009 was L7  20 
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 
This unit standard is a core standard and forms part of the qualification, National Second Degree, and is registered at Level 7 on the National Qualifications Framework (NQF). Learners working towards this standard will be learning towards the full qualification, or will be working within a Marketing Environment, specialising in either Marketing Communication, Marketing Management, Market Research or Customer Management, where the acquisition of competence against this standard will add value to one's job.
This standard will also add value to learners who are starting their own business and recognises that Marketing forms an integral component of any business.

The qualifying learner will be capable of:
  • Philosophising the service concept
  • Integrating suppliers as part of the service concept
  • Entrenching centricity as part of the core values of the organisation
  • Maintaining and keeping abreast of current societal values
  • Remaining sensitive and committed to key customer service needs 

  • LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners accessing this qualification will have demonstrated competence against the standards in the National Degree - Marketing Communications or equivalent at NQF 6. 

    UNIT STANDARD RANGE 
  • Marketing including all forms of marketing communications, direct marketing and relationship marketing, sponsorship, event marketing, sales promotions, public relations and alternative strategies.
  • Standard applies to marketing management, customer management, marketing communications and marketing research. 

  • Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Philosophies the service concept. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Insight into the service concept is explained and described. 

    ASSESSMENT CRITERION 2 
    2. The ability to select information critically is demonstrated. 

    SPECIFIC OUTCOME 2 
    Integrate suppliers as part of the service concept. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. The supply chain concept is explained and described. 

    ASSESSMENT CRITERION 2 
    2. Relationships between suppliers and the organisation are created. 

    SPECIFIC OUTCOME 3 
    Entrench centicity as part of the core values of the organisation. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. Customer service culture measurements set in place. 

    ASSESSMENT CRITERION 2 
    2. Customer service culture is communicate to all stakeholders. 

    ASSESSMENT CRITERION 3 
    3. All fields within customer service are explained and described in context. 

    ASSESSMENT CRITERION 4 
    4. Management style in the motivation of customer service is positive and contributes to the overall entrenchment of customer service values. 

    SPECIFIC OUTCOME 4 
    Maintain and keep abreast of current societal values. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. New legislation and trends are monitored on a regular basis. 

    ASSESSMENT CRITERION 2 
    2. All new information obtained is communicated to all the relevant stakeholders. 

    SPECIFIC OUTCOME 5 
    Remain sensitive and committed to key customer service needs. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    1. All relevant stakeholders and self are informed at all stages. 

    ASSESSMENT CRITERION 2 
    2. All relevant stakeholders keep in touch with current activity so that commitment is ensured. 

    ASSESSMENT CRITERION 3 
    3. All relevant stakeholders and self remain exposed to key customer service needs. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Providers offering learning towards this unit standard will be accredited by the Educational Training Quality Assurance Body (ETQA) of the Services SETA and /or by The Council of Higher Education (CHE). 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    A demonstrated understanding of:
  • A broad and general understanding of methods and techniques for creating a culture of customer service in a supply chain.
  • A comprehensive understanding of philosophies and concepts of customer service.
  • A broad and general overview of the supply chain concept.
  • An all rounded understanding of methods and techniques for putting measurements into place.
  • A broad understanding of all the fields so as to understand customer service in its context.
  • A general and broad understanding of methods and techniques to communicate effectively with others.
  • A comprehensive understanding of principles which allow one to remain sensitive and committed to key issues. 


  • Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems related to the creation of a culture of customer service. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others in the creation and maintenance of a culture of customer service in the supply chain. 

    UNIT STANDARD CCFO ORGANISING 
    Organise oneself and one's activities that alternative strategies and plans exist in the event of current one's failing or being rejected. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively with all stakeholders to ensure that a culture of customer service is maintained at all stages. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology whenever possible in the development and maintenance of a customer service culture. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand the world as a set of related systems in that the success of customer service ensures the continuation of the business. 

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

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  21847   National Diploma: Manufacturing Management: Food and Beverage  Level 6  NQF Level 06  Reregistered  2023-06-30  FOODBEV 
    Core  80686   National Diploma: Supply Chain Management: Sensitive Consumer Products  Level 6  NQF Level 06  Reregistered  2023-06-30  FOODBEV 
    Core  22875   National Diploma: Customer Management  Level 7  NQF Level 07  Reregistered  2023-06-30  SERVICES 
    Core  22873   National Diploma: Marketing Communications  Level 7  NQF Level 07  Reregistered  2023-06-30  SERVICES 
    Core  22872   National Diploma: Marketing Management  Level 7  NQF Level 07  Reregistered  2023-06-30  SERVICES 
    Core  22874   National Diploma: Marketing Research  Level 7  NQF Level 07  Reregistered  2023-06-30  SERVICES 


    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 



    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.