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: 

Provide advice and support to customer 
SAQA US ID UNIT STANDARD TITLE
10451  Provide advice and support to customer 
ORIGINATOR
SGB Telecommunications 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 06 - Manufacturing, Engineering and Technology Manufacturing and Assembly 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03  6 
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
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 focuses on the field of Customer Premises Equipment (CPE).

A learner credited with this unit standard is capable of:
  • Planning for providing advise and support on equipment
  • Preparing for the providing advise and support on equipment
  • Providing advise and support on equipment
  • Concluding the providing advise and support on equipment

    This unit standard will contribute to the full development of any learner within the Telecommunications environment, more specifically within CPE by providing recognition, further mobility and transportability within the field. The knowledge, skills and understanding demonstrated in this unit standard are essential for upliftment, social and economic transformation in the Telecommunications environment. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    The learning assumed to be in place should be on the same level of this unit standard or higher.
  • Communication & Language.
  • Maths & Numeracy, Life Sciences.
  • Installation of Multi line CPE.
  • Computer literacy. 
    		•

    UNIT STANDARD RANGE 
    The typical scope of this unit standard includes but not limited to:
  • Customer Premises Equipment.

    The context of this unit standard is performed within structures where stationery, transportation, support structure, communication media, employer`s policies and procedures, cultural ethics, business ethics, work environment, professional conduct, test instrumentation, human resources, customer, equipment and quality standards applicable.

    The level assigned to this unit standard is appropriate because the learner:
  • Is familiar with the main areas of a discipline/ subject.
  • Demonstrates a basic understanding of the discipline`s key terms.
  • Is familiar with basic procedures and operations.
  • Demonstrate the ability to use the above to select appropriate procedures to solve familiar, routine problems within given frameworks.
  • Demonstrate the ability to summarise, interpret and take a position on available information.
  • Demonstrate well-developed literacy and numeracy skills in the required medium of instruction.
  • Demonstrate some responsibility for own learning within a supervised learning environment. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Plan to provide advice and support on equipment 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Query is obtained from a Call Centre database according to employer's policies and procedures and role-players are identified according to customer query. 

    ASSESSMENT CRITERION 2 
    2. The need is determined by means of customer interaction according to employer's policies and procedures. 

    ASSESSMENT CRITERION 3 
    3. Needs are analysed according to information gathered during customer interaction and supporting resources are researched according to customer needs. 

    ASSESSMENT CRITERION 4 
    4. The method to provide advice and support is determined according to customer needs and employer's guidelines. 

    SPECIFIC OUTCOME 2 
    Prepare to provide advice and support 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Role-players are consulted according to job requirement. 

    ASSESSMENT CRITERION 2 
    2. Supporting resources are obtained according to customer needs. 

    ASSESSMENT CRITERION 3 
    3. Supporting resources are developed according to customer needs and employer's policies and procedures. 

    ASSESSMENT CRITERION 4 
    4. Advice is structured/formulated according to customer needs employer's guidelines and/or procedures. 

    ASSESSMENT CRITERION 5 
    5. Quality of resources is evaluated according to accuracy, validity, and reliability. 

    SPECIFIC OUTCOME 3 
    Provide advice and support on equipment 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Role-players are involved and advice is provided according to job requirements. 

    ASSESSMENT CRITERION 2 
    2. Advisee is referred to the information according to customer needs by giving verbal or non-verbal instructions. 

    ASSESSMENT CRITERION 3 
    3. Understanding is tested by means of a question and answer and/or simulation process. 

    ASSESSMENT CRITERION 4 
    4. Intervention needs are determined according to the skill gap demonstrated by the customer. 

    ASSESSMENT CRITERION 5 
    5. Problems and route causes are solved by means of information gathering methods. 

    SPECIFIC OUTCOME 4 
    Conclude advice and support on equipment 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    1. Customer progress is assessed according to outputs performed on the equipment and customer follow-up is conducted according to employer's guidelines. 

    ASSESSMENT CRITERION 2 
    2. Feedback from role-players is requested to assess the success of the advice and support. 

    ASSESSMENT CRITERION 3 
    3. Intervention needs are communicated end-to-end according to the skill gap demonstrated by the customer. 

    ASSESSMENT CRITERION 4 
    4. Report is compiled and communicated to relevant role-players. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
    Accreditation 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 must be accredited as a provider through the relevant ETQA by SAQA.

    Moderation Option:
    1. Moderation of assessment will be overseen by the relevant ETQA according to the moderation guidelines and the agreed ETQA procedures. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Skills, Knowledge and Understanding:
  • Use oral and written communication when liasing with customer.
  • Compile documentation when preparing and conducting advice and support.
  • Apply decision-making and problem solving skills before and during advice and support.
  • Demonstrate understanding of product facilities and operations.
  • Follow employer`s policies and procedures.
  • Reach agreement with the customer through negotiation.
  • Facilitate co-operation between role-players.
  • Apply faultfinding procedures during advice and support.
  • Utilise test instrumentation during testing procedures.
  • Demonstrate assertiveness when consulting with role-players.
  • Demonstrate trustworthiness when providing advice and support.
  • Demonstrate the ability to conduct basic research methods.
  • Demonstrate basic computer literacy. 
    		•


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify barriers pertaining to providing advice and support on equipment and developed strategies to overcome them. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with customer in order to ensure that advice and support is agreed upon and that customer`s requirements are met. 

    UNIT STANDARD CCFO ORGANISING 
    Manage activities in terms of planning, preparation, providing and concluding advice and support on equipment effectively to ensure an accurate and professional service delivery. 

    UNIT STANDARD CCFO COMMUNICATING 
    Be culturally sensitive across a range of social contexts when consulting role-players. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate the competence of providing advice and support. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Conduct an effective integrated approach to provide advice and support based on customer needs and equipment futures. 

    UNIT STANDARD ASSESSOR CRITERIA 
    Notes to Assessors:

    Assessors should keep the following general principles in mind when designing and conducting assessments against this unit standard:
  • Focus the assessment activities on gathering evidence in terms of the main outcome expressed in the title to ensure assessment is integrated rather than fragmented. Remember we want to declare the person competent in terms of the title. Where assessment at title level is unmanageable, then focus assessment around each specific outcome, or groups of specific outcomes.
  • Make sure evidence is gathered across the entire range, wherever it applies. Assessment activities should be as close to the real performance as possible, and where simulations or role-plays are used, there should be supporting evidence to show the candidate is able to perform in the real situation.
  • Do not focus the assessment activities on each assessment criterion. Rather make sure the assessment activities focus on outcomes and are sufficient to enable evidence to be gathered around all the assessment criteria.
  • The assessment criteria provide the specifications against which assessment judgments should be made. In most cases, knowledge can be inferred from the quality of the performances, but in other cases, knowledge and understanding will have to be tested through questioning techniques. Where this is required, there will be assessment criteria to specify the standard required.
  • The task of the Assessor is to gather sufficient evidence, of the prescribed type and quality, as specified in this unit standard, that the candidate can achieve the outcomes again and again and again. This means Assessors will have to judge how many repeat performances are required before they believe the performance is reproducible.
  • All assessments should be conducted in line with the following well documented principles of assessment: appropriateness, fairness, manageability, integration into work or learning, validity, direct, authentic, sufficient, systematic, open and consistent.
  • Requirements for a portfolio are that it should be valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience, which serves to supplement the assessment of applied competence.

    The portfolio may include:
  • Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner
  • Relevant certificates or awards
  • Previous assessment records
  • Journals/logbook 
    		•

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

    UNIT STANDARD NOTES 
    Legal Requirements:

    Compliance to the following legal requirements and standards are mandatory:
  • Employer`s Policies and Procedures
  • Environmental Management System
  • Occupational Health and Safety Act
  • ISO Standards 
    		•

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  21798   Certificate: Telecommunications for Customer Premises Equipment  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2009-10-03  Was MICTS until Last Date for Achievement 
    Elective  78963   National Certificate: Telecommunications for Customer Premises Equipment  Level 2  NQF Level 02  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  MICTS 


    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.