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:

Develop and implement customer activity plans to reach agreement

SAQA US ID	UNIT STANDARD TITLE
10068	Develop and implement customer activity plans to reach agreement
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 5	Level TBA: Pre-2009 was L5	16
REGISTRATION STATUS		REGISTRATION START DATE	REGISTRATION END DATE	SAQA DECISION NUMBER
Passed the End Date - Status was "Reregistered"		2018-07-01	2023-06-30	SAQA 06120/18
LAST DATE FOR ENROLMENT		LAST DATE FOR ACHIEVEMENT
2026-06-30		2029-06-30

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 standard is an Elective unit standard and forms part of the Qualification, National Diploma and is registered at Level 5 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 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 wish to start their own formal or informal business, acting as a vendor of products or services.

The qualifying learner is capable of:

Developing customer activity plan

Communicating agreed customer activity plan to relevant stakeholders

Implementing and monitoring customer activity plan

Reviewing and evaluating customer activity plans performance

Developing and maintaining customer specific business plans

Developing time and territory management plan to service customer requirements

Developing budget for implementation of customer plans

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 Certificate - Marketing Communications or equivalent at NQF Level 4.

UNIT STANDARD RANGE

Procedures including sales, budget, promotional, advertising, marketing.

External factors including competitive, technological, economic, political, environmental, legal, social, cultural, logistical problems.

Internal factors including sales policy, marketing policy, production, purchasing, human resources, financial, equipment and building.

System including, computer, sales, credit, stock, administration and cash.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Develop customer activity plan

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Strategy is transferred into an actionable activity plan.

ASSESSMENT CRITERION 2

2. Activity plan is developed in consultation with relevant departments.

ASSESSMENT CRITERION 3

3. Activity plan is tailored to meet specific needs of the customer.

ASSESSMENT CRITERION 4

4. Formats and processes are adhered to in the development of the activity plan.

SPECIFIC OUTCOME 2

Communicate agreed customer activity plan to relevant stakeholders

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Activity plans purposes; design features and benefits are identified and clarified to facilitate communication of information to stakeholders.

ASSESSMENT CRITERION 2

2. Communication processes with existing and potential stakeholders are established that are consistent with organisational requirements.

ASSESSMENT CRITERION 3

3. Information relating to the customer activity plan is communicated to stakeholders in a manner that meets their information needs.

ASSESSMENT CRITERION 4

4. Customer activity plan is communicated to all stakeholders within agreed time frame and resource restraints.

SPECIFIC OUTCOME 3

Implement and monitor customer activity plan

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Procedures and processes followed in the implementation of the customer activity plan are carried out in accordance with agreed procedures.

ASSESSMENT CRITERION 2

2. Control procedures for implementation of customer activity plan are listed and described and are in accordance with original plan.

ASSESSMENT CRITERION 3

3. A system to monitor and track the implementation of the activity plan is developed according to organisational requirements.

ASSESSMENT CRITERION 4

4. Discrepancies and irregularities in the implementation process are identified and described.

ASSESSMENT CRITERION 5

5. Corrective action to eliminate poor compliance is taken within agreed time frames and resource constraints.

ASSESSMENT CRITERION 6

6. New opportunities are incorporated as necessary in line with review procedures.

SPECIFIC OUTCOME 4

Review and evaluate customer activity plans performance

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Supervision and evaluation processes provide for identification and explanation of variations in activities and results in relation to objectives and quotas.

ASSESSMENT CRITERION 2

2. Review ensures that the 'activity plan' continues to meet the requirements of customers and the organisation and identifies opportunities for continuing improvement.

ASSESSMENT CRITERION 3

3. Opportunities to improve 'activity plans' performance are identified, evaluated, and documented in accordance with established procedures.

ASSESSMENT CRITERION 4

4. Remedial actions required to achieve compliance are implemented expeditiously with all responsible persons advised of actions and implementations.

ASSESSMENT CRITERION 5

5. Resource usage is evaluated against plans and activities and minimises loss to the organisation in accordance with organisational requirements.

SPECIFIC OUTCOME 5

Develop and maintain customer specific business plans

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Business plans are compiled and aligned with customer needs.

ASSESSMENT CRITERION 2

2. Business plans are aligned with market characteristics.

ASSESSMENT CRITERION 3

3. Business plans meet financial requirements of customer and supplier.

SPECIFIC OUTCOME 6

Develop time and territory management plan to service customer requirements

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Plan is compiled in relation to market geographics and market demographics.

ASSESSMENT CRITERION 2

2. Database exits and is maintained to monitor plan.

ASSESSMENT CRITERION 3

3. Plan is completed within agreed time frames and in the required format.

SPECIFIC OUTCOME 7

Develop budget for implementation of customer plans

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Budget is compiled and agreed with customer.

ASSESSMENT CRITERION 2

2. Budget plan is submitted to all stakeholders for approval.

ASSESSMENT CRITERION 3

3. Budget is completed within agreed time frames and in the required format.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

Providers offering learning towards this standard will be accredited by the Educational Training Quality Assurance Body (ETQA) of the services SETA and/or by Council of Higher Education (CHE).

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

A demonstrated understanding of:

A comprehensive understanding of techniques and methods for planning activities.

A general and broad understanding of techniques for researching and analysing local and international market trends.

A basic understanding of corporate and organisational business and marketing strategies.

A fairly comprehensive understanding of techniques for measuring and evaluating information and data.

A basic understanding of techniques and methods for verbal, written and visual presentations.

A comprehensive understanding of customer needs and system procedures.

An all rounded and generic understanding of the industry, the product and the industry role players.

Range: This knowledge will apply to the particular economic sector in which the learner is learning. Moderation of this aspect will therefore need to be carried out jointly by the relevant educating and training quality assurance body (ETQA) and the services ETQA.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems pertaining to customer activity requirements in an organisation.

UNIT STANDARD CCFO WORKING

Work effectively with others in order to ensure that all customers related activities are applied, monitored and complied with.

UNIT STANDARD CCFO ORGANISING

Organise oneself and one's activities so that alternative strategies exist in the event of current strategies being rejected or failing or there are insufficient resources available to implement strategies and plans.

UNIT STANDARD CCFO COLLECTING

Collect, evaluate, organise and critically evaluate information so that evaluations take into account all relevant information.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively when customer activities and plans are made public and communicated.

UNIT STANDARD CCFO SCIENCE

Understand the world as a set of related systems where customer activities impact on the bottom line.

UNIT STANDARD CCFO DEMONSTRATING

Be culturally sensitive across a range of social contexts when designing and developing customer activities, so that these are appropriate and acceptable to a range of consumers with varying incomes and buying needs.

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
Elective	58977	National Certificate: Publishing	Level 5	Level TBA: Pre-2009 was L5	Passed the End Date - Status was "Reregistered"	2015-06-30	FPMSETA
Elective	20908	National Diploma: Customer Management	Level 5	NQF Level 05	Passed the End Date - Status was "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