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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED QUALIFICATION: 

Bachelor of Service Management 
SAQA QUAL ID QUALIFICATION TITLE
122108  Bachelor of 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
National First Degree  Field 03 - Business, Commerce and Management Studies  Generic Management 
ABET BAND MINIMUM CREDITS PRE-2009 NQF LEVEL NQF LEVEL QUAL CLASS
Undefined  360  Not Applicable  NQF Level 07  Regular-Provider-ELOAC 
REGISTRATION STATUS SAQA DECISION NUMBER REGISTRATION START DATE REGISTRATION END DATE
Registered  EXCO 0922/24  2024-03-07  2027-03-07 
LAST DATE FOR ENROLMENT LAST DATE FOR ACHIEVEMENT
2028-03-07   2033-03-07  

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 Bachelor of Service Management is to provide learners with a well-rounded knowledge of the theories and practices of service management. Learners will be equipped with the service management and technological skills and capabilities required to develop service excellence and advance customer acquisition and customer retention within the local and global business service sectors.

The qualification will enable learners to add value to diverse service functions across multiple industries through the integration and application of detailed service management knowledge and the knowledge of core business areas such as business management, project management, data analytics, compliance, and quality assurance standards, risk management, and leadership. Learners will thus be able to develop and adapt new and existing resources and operational capabilities to create a competitive advantage for companies through new service experiences and solutions.

This qualification emphasises service management principles and theories in preparation for a pathway into service management employment, with a research component to prepare learners for postgraduate studies.

Qualifying learners will be able to:
  • Evaluate service management principles, practices, and theories to develop a competitive service excellence advantage.
  • Analyse services of a service sector within the South African or global context to identify trends, opportunities, and challenges within the sector.
  • Develop innovative, scalable, and financially beneficial service innovations or service solutions that are creative, inclusive of technological options, compliant and internationally comparable.
  • Use appropriate technologies and communication methods or channels reliably, accurately, and coherently to convey information and build relationships in the service workplace.
  • Illustrate basic knowledge and understanding of research methodologies, theories, techniques, and principles.

    Learners will acquire the necessary knowledge, skills, values, and ethics to effectively lead both current and future service-based organisations in complex and highly competitive local and global markets. Learners will thus have both the relevant graduate attributes required for junior to mid-management positions in the business service sector and a well-rounded and detailed knowledge of service management.

    Rationale:
    Due to the growth in job creation in the business services sector and the increased focus on service delivery, a gap has been identified in the marketplace for graduates with service management skills. The business services sector has experienced exceptional growth in recent years, resulting in job creation for young South Africans (BEPSA, 2021). This service sector, which includes call centres, technical support, and front- and back-office services for both South African and major multinational firms, will continue to experience an increase in new job opportunities, particularly in South Africa, which was recognised as the top Global Business Service Sector location in 2021 (BPESA, 2021). Deloitte's Consumer Products Industry Outlook report (2021, cited in Buckley,2021) indicates that within the consumer products industry, customer relationships are evolving with a shift towards personalised service delivery and customer-centricity.

    This proposed qualification has been developed in response to the identified increasing gaps in the local and international job employment market and as a solution to the lack of a level of appropriate qualifications within South Africa. Internationally, higher education service management qualifications with a focus on broad service management principles are emerging as future-focused qualifications, but similar qualifications are absent in the South African offerings.

    The long-term viability of this qualification is anchored in the anticipated continued increase of newly created jobs and opportunities within the business service sector (BEPSA, 2021). Recent global events, including the effects of the COVID-19 Pandemic and the subsequent changes in work environments, also confirm that service management is an emerging business sector that not only facilitates customer and employee care but also prioritises environmental stewardship, the promotion of a culture of integrity, service excellence and human wellbeing. The challenges of maintaining service excellence and ethical standards will increase as workplaces become more diverse and as the rapid pace of social and technological changes creates more impersonal work environments. The Bachelor of Service Management will address the long-term need for business managers who are adequately prepared to navigate uncertain business climates and address service management challenges faced by client-based organisations.

    Employment opportunities for learners would include:
  • Service Managers
  • Client Relationship Managers
  • Key Account Managers
  • Consultants
  • Customer Service Managers
  • Business Development Managers 
    		•

    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 applicable to 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 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.

    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:
  • National Senior Certificate, NQF Level 4 granting access to Bachelor's degree studies.
    Or
  • National Certificate Vocational, NQF Level 4 granting access to Bachelor's degrees studies.
    Or
  • Senior Certificate, NQF Level 4 with endorsement.
    Or
  • Higher Certificate in Business Management, NQF Level 5. 
    		•

    RECOGNISE PREVIOUS LEARNING? 
    Y 

    QUALIFICATION RULES 
    This qualification consists of the following compulsory and elective modules at National Qualifications Framework Levels 5, 6 and 7 totalling 360 Credits.

    Compulsory Modules, NQF Level 5, 120 Credits.
  • Applied Communication Techniques, 15 Credits.
  • Business Management, 15 Credits.
  • Introduction to Service Management, 15 Credits.
  • Introduction to Technology in Service Management, 15 Credits.
  • Service Management Customer Relations/ Centricity, 15 Credits.
  • Applied Business Management, 15 Credits.
  • Introduction to Project Management, 15 Credits.
  • Work Integrated Learning 1, 15 Credits.

    Compulsory Modules, NQF Level 6, 120 Credits.
  • Introduction to Statistics and Data Analytics, 15 Credits.
  • Service Management Service Excellence, 15 Credits.
  • Digital Customer Service Management, 15 Credits.
  • Service Management Compliance, 15 Credits.
  • Quality Assurance and International Standards in Service Management, 15 Credits.
  • Business Decision and Revenue Modelling for Service Management, 15 Credits.
  • Risk Management, 15 Credits.
  • Work Integrated Learning 2, 15 Credits.

    Compulsory Modules NQF Level 7, 105 Credits.
  • Service Management: Leadership, 15 Credits.
  • Introduction to Research, 15 Credits.
  • Developing a Service Culture, 15 Credits.
  • Creativity and Innovation, 15 Credits.
  • Strategic Service Management, 15 Credits.
  • Research Practice, 15 Credits.
  • Work Integrated Learning 3, 15 Credits.

    Elective Modules, NQF Level 7, 15 Credits. (Select one module).
  • Service Management: Leadership, 15 Credits.
  • Service Management: Banking, 15 Credits.
  • Service Management: Retail, 15 Credits.
  • Service Management: Telecommunication and Information Technology, 15 Credits. 
    		•

    EXIT LEVEL OUTCOMES 
    Exit Level Outcomes
    1. Evaluate service management principles, practices, and theories to develop a competitive service excellence advantage.
    2. Analyse services of a service sector within the South African or global context to identify trends, opportunities, and challenges within the sector.
    3. Develop innovative, scalable, and financially beneficial service innovations or service solutions that are creative, inclusive of technological options, compliant and internationally comparable.
    4. Use appropriate technologies and communication methods or channels reliably, accurately, and coherently to convey information and build relationships in the service workplace.
    5. Demonstrate basic knowledge and understanding of research methodologies, theories, techniques, and principles. 

    ASSOCIATED ASSESSMENT CRITERIA 
    Associated Assessment Criteria for Exit Level Outcomes 1.
  • Accurately evaluate and apply the principles, practices, and theories of service management appropriately to resolve service concerns.
  • Correctly apply service management skills within a business service sector to promote service excellence.
  • Describe accurately the roles of employees, customers, and technology in service delivery.
  • Evaluate and distinguish accurately the characteristics of a service-centric organisation from the characteristics of a non-service-centric organisation.

    Associated Assessment Criteria for Exit Level Outcomes 2.
  • Accurately identify and analyse trends and unmet customer needs within the South African service sector.
  • Critique service offerings of a chosen service sector within the South African and/or global context.
  • Appropriately analyse challenges that affect the South African and/or global service sector.
  • Examine accurately and appropriately reflect on the organisational service management strategy, the operational service processes, and service culture, in collaboration with organisational teams and other service providers of an organisation within a chosen service sector.

    Associated Assessment Criteria for Exit Level Outcomes 3.
  • Effectively develop and apply business management functions (plan, organise, lead and control) to the process of developing a service innovation or service solution.
  • Develop a feasible service innovation or service solution proposal to improve efficiency and service offerings resulting in the achievement of the business strategy goals.
  • Outline accurately the project management plan for the implementation of a service innovation or service solution proposal.
  • Identify successfully potential technological options for the development of new or improved customer services (face-to-face or digitally) as part of a service innovation or service solution proposal.
  • Correctly utilise statistics, data analysis, business decision modelling and revenue models to experiment and make business decisions, demonstrating due consideration to ethical issues and legislative frameworks within the service sector.
  • Illustrate an understanding of the legislative landscape and its impact on the employer-employee relationship.
  • Correctly benchmark service innovation or service solution proposals against quality assurance and international standards.

    Associated Assessment Criteria for Exit Level Outcomes 4.
  • Illustrate effective communication techniques by applying business communication strategies, methods, and principles to various service-related scenarios within an organisation aimed at building relationships and engaging with stakeholders in the service sector.
  • Effectively apply computer literacy and proficiency skills to demonstrate the ability to engage, source, select, and evaluate information required to complete academic and work-related tasks.
  • Apply proficiency in using the appropriate technology and an associated understanding of relevant software to communicate within the service industry.

    Associated Assessment Criteria for Exit Level Outcomes 5.
  • Apply accurately the research process and techniques of gathering, analysing, interpreting, and evaluating data relevant to the service sector.
  • Assess accurately the validity and reliability of research within the service management discipline.
  • Correctly select, analyse, synthesize, and organise literature to present a research proposal.
  • Apply knowledge and illustrate an understanding of the informed knowledge of research ethics practices. 
    		•

    INTERNATIONAL COMPARABILITY 
    Country: United States of America
    Institution name: University of Colorado
    Qualification title: Bachelor of Science in Business with an emphasis on Service Management
    Duration: Four years

    Entry requirements:
  • GPA: 3.25 or higher

    Purpose:
    Learners will learn how to provide world-class service management in any industry. Service management is an integrated collection of courses designed to provide the unique skills and knowledge required to succeed in the service economy. This emphasis is especially valuable for those who plan to work in a management or professional capacity in the service sector, including professional service organizations (e.g. law, accounting), customer service departments, call centres, help desks, insurance etc.

    Course structure:
    Modules:
  • Managerial Accounting
  • Business Law
  • Information Systems & Business Intelligence compares with Introduction to Technology in Service Management.
  • Business Statistics compares with Introduction to Statistics and Data Analytics.
  • Quantitative Analysis for Business
  • Human Resource Management for Managers
  • Service Management Elective compares with Service Management Service Excellence.
  • Business, Government, & Society
  • Strategic Management
  • Service Management & Marketing
  • Experiences in Leadership compares with Service Management: Leadership.
  • Internship
  • Market Research comparable to Research Practice.
  • Internship, comparable to Work Integrated Learning.

    Similarities:
  • The University of Colorado (UC) and the South African (SA) qualifications are both undergraduate degrees with a special focus on service management.
  • Both qualifications share a similar purpose and aim, with the UC qualification aiming at providing learners with the unique skills and knowledge required to succeed in the service economy, especially for those who plan to work in a management or professional capacity in the service sector, including professional service organizations (e.g. law, accounting), customer service departments, call centres, help desks, insurance etc.
  • Similarly, the purpose of the SA qualification is to provide learners with a well-rounded knowledge of the theories and practices of service management. Learners will acquire the necessary knowledge, skills, values, and ethics to effectively lead both current and future service-based organisations in complex and highly competitive local and global markets.
  • Both qualifications share similar modules such as Information Systems & Business Intelligence, comparable to Introduction to Technology in Service Management, Service Management Elective, comparable to Service Management Service Excellence and Information Systems & Business Intelligence, comparable to Introduction to Technology in Service Management.

    Difference:
    The UC qualification is offered over four years, whereas the SA qualification is offered over three years.

    Country: Denmark
    Institution name: Copenhagen Business School
    Qualification title: Bachelor of Science in Business Administration and Service Management
    Duration: Three years
    Credits: 180

    Entry Requirements:
  • Pass Upper Secondary Exam

    Purpose:
    The qualification aims to provide the learners with the necessary qualifications to function as administrators and managers in those service sectors that the profiles are targeting.
    The context of the specific service sectors is important because Service Management graduates learn to think not only about profit and costs but also about how to make the right decisions and investments based on the goals set by the company or organization.
    The qualification aims at developing and enhancing the learner's ability to visualize the strategic and economic potential of businesses and institutions within the relevant sectors. Furthermore, it aims at accumulating knowledge and generating skills so that the firm's potential can be fully realized through marketing, product development and teamwork.

    The purpose of the Bachelor of Service Management is to provide learners with a well-rounded knowledge of the theories and practices of service management. Learners will be equipped with the service management and technological skills and capabilities required to develop service excellence and advance customer acquisition and customer retention within the local and global business service sectors.

    Course structure:
    Modules:
  • Philosophy of Science and qualitative methods, compares with Introduction to Statistics and Data Analytics.
  • Managerial Economics.
  • Financial Accounting.
  • Macroeconomics.
  • Bachelor Project.
  • Introduction to Management Studies, compares with Business Management.
  • Service Management Operations.
  • Statistics and quantitative methods
  • Management Control Systems compares with Applied Business Management.
  • Corporate Finance.
  • Public Regulations.
  • Service Management Foundations compares with Service Management Customer.

    Exit Level Outcomes
    BSc Service Management graduates must be able to:
  • Know and apply general business and socio-economic theories and methods, with a special focus on the theories and methods of special relevance for the service sectors.
  • Gather and analyse relevant data in the identification, analysis and solution of problems Identify possibilities for innovative thinking and action across professional fields.
  • Identify ethical and social aspects of business problems and analyse their causes and effects.
  • Communicate information, ideas, problems, and solutions to relevant audiences.
  • Develop their learning skills in a life-long learning perspective.

    Articulation
    Most learners from BSc SEM continue to a two-year master's qualification for a total of five years of study.

    Similarities
  • The Copenhagen Business School (CBS) and the South African (SA) qualifications are both offered over three years.
  • The CBS qualification accepts learners who have passed the higher secondary, for the SA qualification learners should be holders of a senior certificate.
  • Both qualifications have a similar purpose and aims, for the CBS qualification, the aim is to develop and enhance the learner's ability to visualize the strategic and economic potential of businesses and institutions within the relevant sectors, furthermore, it aims at accumulating knowledge and generating skills so that the firm's potential can be fully realized through marketing, product development and teamwork.
  • The purpose of the SA qualification is to provide learners with a well-rounded knowledge of the theories and practices of service management, and they will be equipped with the service management and technological skills and capabilities required to develop service excellence and advance customer acquisition and customer retention within the local and global business service sectors.
  • Both qualifications share similar exit level outcomes, the CBS qualification learners will be able to gather and analyse relevant data in identification, to find solutions to problems and to identify possibilities for innovative thinking and action across professional fields.
  • Similarly, the SA qualification will be able to analyse services of a service sector within the South African or global context to identify trends, opportunities, and challenges within the sector.
  • Both qualifications share similar modules such as Introduction to Management Studies, comparable to Business Management, Service Management Foundations comparable to Service Management Customer and Philosophy of Science and Qualitative Methods, comparable to Introduction to Statistics and Data Analytics.

    Differences:
  • The CBS qualification carries 180 credits, whereas the SA qualification carries 360 credits.
  • The CBS qualification vertically articulates into a master's degree, whereas the SA qualification articulates into an honour's degree. 
    		•

    ARTICULATION OPTIONS 
    Horizontal Articulation:
  • Advanced Diploma in Business Project Management, NQF Level 7.
  • Advanced Diploma in Education in School Leadership and Management, NQF Level 7.
  • Advanced Diploma in Hospitality and Hotel Management, NQF Level 7.
  • Bachelor of Arts in Decision-making and Knowledge Management, NQF Level 7.
  • Bachelor of Arts in Public Management and Governance, NQF Level 7.
  • Bachelor of Commerce in Business Management, NQF Level 7.
  • Bachelor of Commerce in Management Sciences, NQF Level 7.

    Vertical Articulation:
  • Bachelor of Administration Honours in Public Management, NQF Level 8.
  • Bachelor of Business Administration in Disaster Relief Management, NQF Level 8.
  • Postgraduate Diploma in Business Management and Administration, NQF Level 8.
  • Postgraduate Diploma in Business Process Management, NQF Level 8.
  • Postgraduate Diploma in Disaster Management, NQF Level 8.

    Diagonal Articulation
    Diagonal articulation options are not available. 
    		•

    MODERATION OPTIONS 
    N/A 

    NOTES 
    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.