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: 

Monitor the level of service to a range of customers 
SAQA US ID UNIT STANDARD TITLE
242829  Monitor the level of service to a range of customers 
ORIGINATOR
SGB Generic Management 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Generic Management 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular-Fundamental  Level 4  NQF Level 04  5 
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 
The purpose of this unit standard is to encompass the skills needed to monitor the level of service between an organisation and its customers, both internal and external. This Unit Standard is intended for junior managers of organisations.

The qualifying learner is capable of:
  • Identifying internal and external customers, where applicable.
  • Explaining standards of customer service expected by the organisation.
  • Measuring customer satisfaction on an ongoing basis.
  • Recommending corrective action. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    Learners should be competent in Communication and Mathematical Literacy at NQF Level 3. 

    UNIT STANDARD RANGE 
  • 'Customer' includes, but is not limited to, other organisations, consumer, department, general public, other areas of responsibility and government departments.
  • 'Area of responsibility' includes, but is not limited to, cost centre, section, department or team.
  • 'Junior managers' include, but are not limited to, team leaders, supervisors, foremen and section heads.
  • 'Standard Operating Procedures' (SOPs) may comprise formal written documents or accepted practices in the organisation.
  • 'Organisation' includes but is not limited to, workplace, work context, work unit, company, department or section. 
    		•

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify internal and external customers, where applicable. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The supply chain of the organisation is explained, with examples. 
    ASSESSMENT CRITERION RANGE 
    'Supply chain' includes, but is not limited to, internal and external suppliers and customers, contractors, service providers, consultants and members of the sales team.
     

    ASSESSMENT CRITERION 2 
    The internal or external customers of the team leader's work unit are identified, with examples. 

    SPECIFIC OUTCOME 2 
    Explain standards of customer service expected by the organisation. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Key performance areas for the team regarding customer service are explained, according to organisational requirements. 

    ASSESSMENT CRITERION 2 
    The importance of maintaining and achieving customer service levels are explained, with examples. 

    ASSESSMENT CRITERION 3 
    The consequences of poor service on the organisation's objectives are explained, with examples. 

    SPECIFIC OUTCOME 3 
    Measure customer satisfaction on an ongoing basis. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Key performance areas are measured against organisational standards. 

    ASSESSMENT CRITERION 2 
    Information is recorded regarding performance against accepted standards. 

    SPECIFIC OUTCOME 4 
    Recommend corrective action. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Feedback on performance is provided to team members, according to Standard Operating Procedures. 

    ASSESSMENT CRITERION 2 
    Corrective action is identified, if required, and recommendations are made to line management. 


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • This Unit Standard will be assessed by an assessor and moderated by a moderator registered with the relevant accredited ETQA.
  • Assessors should be in possession of a relevant qualification that is at least one level higher than the level of this unit standard.
  • Training providers must be accredited by a relevant ETQA.
  • Assessment should include both formative and summative assessment. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    N/A 

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    The learner is able to identify and solve problems and make decisions when monitoring customer service levels. 

    UNIT STANDARD CCFO WORKING 
    The learner is able to work as a member of a team through providing feedback on key performance areas. 

    UNIT STANDARD CCFO ORGANISING 
    The learner is able to organise activities by planning and executing a review of customer service levels. 

    UNIT STANDARD CCFO COLLECTING 
    The learner is able to collect, organise and critically evaluate information by ensuring that the key performance areas regarding customer service levels are explained to team members. 

    UNIT STANDARD CCFO DEMONSTRATING 
    The learner is able to see the world as a set of related systems by explaining the supply chain of the organisation. 

    UNIT STANDARD ASSESSOR CRITERIA 
    N/A 

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

    UNIT STANDARD NOTES 
    N/A 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  57712   Further Education and Training Certificate: Generic Management  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Core  65529   Further Education and Training Certificate: Transport Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  TETA 
    Elective  78525   Further Education and Training Certificate: Automotive Repair and Maintenance  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 
    Elective  65589   Further Education and Training Certificate: High Speed Inter-City Commuter Railway Operations  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  TETA 
    Elective  59201   National Certificate: Generic Management  Level 5  Level TBA: Pre-2009 was L5  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  As per Learning Programmes recorded against this Qual 


    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.
     
    1. Academy (Pty) Ltd 
    2. AFRICA COMPETENCY DEVELOPMENT PTY LTD 
    3. Akanani Consulting (PTY) LTD 
    4. Asiphokuhle Training and Research Institute 
    5. Chuene Bosa Bosele Trading & Enterprise (PTY) LTD. 
    6. Compass Academy of Learning 
    7. Crack Down Pest Control Services 
    8. Danearl (PTY) LTD 
    9. DISASTER MANAGEMENT SOLUTIONS (PTY) LTD (DMS) 
    10. Edge Training Consultancy 
    11. Edutel Skills Development Pty Ltd 
    12. Ethekwini Municipality Emergency Services Training Department 
    13. Giamanje TVET College 
    14. Global Care Trading 100 CC 
    15. Gogone S Trading & Projects 
    16. Gravitazz Consulting 
    17. Health Science Academy 
    18. Hesscon 
    19. Innovative Shared Services 
    20. IQ Skills Academy (PTY) LTD. 
    21. Isibuko Group Pty Ltd 
    22. Jobafrik Consulting 
    23. Kgakishe Trading and Projects (PTY) LTD 
    24. Kgantsontso Trading 
    25. Kgotla Trading Enterprise 
    26. Khanya Information and Development Consulting 
    27. KOKANO PROJECTS PTY LTD 
    28. Learning Exchange Pty (Ltd) 
    29. M.I.C. Training and Development 
    30. Mabuya Amahle Trading 
    31. MashMP Holdings 
    32. METHEHO LEADERSHIP ACADEMY PTY LTD 
    33. Mimosa Business Consultants 
    34. Mintirho Development Services 
    35. MML Consulting CC. 
    36. Mod-Mosh Projects and Consulting (PTY) LTD 
    37. Mortarboard Training Solutions 
    38. Moseki Consulting Engineering Training & Development (PTY) LTD 
    39. Nemalale Eagles Consultancy CC 
    40. Nhlahle Development Agency 
    41. Optimum Learning Technologies (Pty) Ltd 
    42. Pioneer Business Consulting 
    43. Prestige Leaders Consulting (Pty) Ltd 
    44. Progressive School of Business and Engineering (Pty) 
    45. PTDEV (Pty) Ltd 
    46. Qabuka-Vuka Development Trading 
    47. RCH Investments (Pty) Ltd 
    48. Sebenzisanane Human Capital 
    49. Senelo Trading CC 
    50. Siza Nesu Training and Consultants 
    51. Step Ahead Academy (Pty) Ltd 
    52. SWARANANG MANAGEMENT CONSULTING CC 
    53. Tasc Business Consulting and Training 
    54. Thinking Mind Trading 
    55. Thubelihle Graduate Institute 
    56. Thuto Lere Community Empowerment Programme 
    57. Tlhalefang Holdings 
    58. Training Consultant and SD College 
    59. Transafric Consulting Pty Ltd 
    60. Tsebong Training Centre 
    61. UNIVERSITY OF BUSINESS EXCELLENCE(PTY)LTD 
    62. Vhutshilo Health And Training Organisation 
    63. Vumilia Africa Group 
    64. World Pace Development and Training Institute 
    65. Yes We Can Consulting 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.