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: 

Act as a role model in setting a culture of customer service 
SAQA US ID UNIT STANDARD TITLE
243118  Act as a role model in setting a culture of customer service 
ORIGINATOR
SGB Public Administration and Management 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 03 - Business, Commerce and Management Studies Public Administration 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 7  Level TBA: Pre-2009 was L7  8 
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 is intended for elected political leaders and public sector officials involved with the service delivery activities at a strategic level and require the use of public assets to render services to the communities. This unit standard contributes to the development of management and strategic skills of South Africa's political executives, strategic executive managers and other role-players contributing to the development of improved service delivery to communities. The qualifying learner will be able to apply the appropriate knowledge, skills and underlying abilities to manage and lead a public sector organisation. The individual learner will contribute to the improvement in the service delivery of his/her organisation and the overall public sector.

The qualifying learner is capable of:
  • Setting a personal example of implementing standard for customer service.
  • Proactively setting up and propagating standards for major stakeholders, clients and customer relationships.
  • Reviewing and recommending improvements to policy and systems for customer service.
  • Conceptualising inputs for quality management system to ensure that it supports ongoing continuous improvement in service delivery within public sector. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    All learners accessing this qualification must be in possession of a Higher Education and Training Certificate or equivalent qualification, bearing in mind the learning assumed to be in place. Learners will have competences in Communication at NQF Level 5. The learner must be competent in an NQF Level 5 Public Administration and Management Qualification or equivalent. 

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Set a personal example of implementing standards for customer service. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Knowledge of customer service concepts, roles, and principles is demonstrated and explained in the context of leadership and mentoring. 

    ASSESSMENT CRITERION 2 
    Knowledge of leadership principles and styles and theories are explained and critically evaluated in the context of leadership and mentoring. 

    ASSESSMENT CRITERION 3 
    A personal leadership 'example setting plan' is drawn up, implemented, monitored and improved relative to key impact areas of public customer service. 

    ASSESSMENT CRITERION 4 
    Public sector customer and leadership issues are analysed and explained with examples. 

    ASSESSMENT CRITERION 5 
    Leading by example examined in the light of customer service, leadership theory and public sector requirements. 

    SPECIFIC OUTCOME 2 
    Proactively set up and propagate standards for major stakeholders, clients and customer relationships. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The criteria, attributes and features of major stakeholders are analyzed, categorised and determined in a public service context. 

    ASSESSMENT CRITERION 2 
    Major stakeholder or 'pareto' analysis is performed to determine and rank major public service stakeholders. 

    ASSESSMENT CRITERION 3 
    Major stakeholder needs, requirement and standards analysis is performed in respect of each major public service stakeholder. 

    ASSESSMENT CRITERION 4 
    Major stakeholder service management plans in respect of each or categorised major stakeholders are prepared. 
    ASSESSMENT CRITERION RANGE 
    Stakeholder management plans include, but are not limited to, customer service requirements, resource plans, implementation plans, communication plans, monitoring and improvement plans.
     

    ASSESSMENT CRITERION 5 
    Major stakeholder management teams are developed to negotiate and or customise public service resources, structures, procedures, systems, and structures to implement major stakeholder management plans with a view to meeting major stakeholder service specifications. 

    SPECIFIC OUTCOME 3 
    Review and recommend improvements to policy and systems for customer service. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The criteria, attributes and features of customer service outputs are analyzed, categorised and determined in a public service context. 

    ASSESSMENT CRITERION 2 
    Policy and procedures systems relating to meeting customers needs are reviewed and analysed for efficacy in meeting customer public service needs. 

    ASSESSMENT CRITERION 3 
    Tools and techniques of customer service needs satisfaction and expectations alignment are described and applied to identify customer service shortfalls and improvement in a public service context. 
    ASSESSMENT CRITERION RANGE 
    Tools and techniques include, but are not limited to, customer surveys, market research, and polling, complains reporting and logging, media surveys, root cause analysis, gap analysis, continuous improvement policy, risk policy, quality control systems.
     

    ASSESSMENT CRITERION 4 
    Improvement implementation plans are prepared in the context of public service management processes. 
    ASSESSMENT CRITERION RANGE 
    Improvement implementation plans include but are not limited to, impact assessment, resource plans, process and procedure amendments, review and approvals, public service change control protocols, change control systems.
     

    SPECIFIC OUTCOME 4 
    Conceptualise inputs, techniques and outputs for quality management system to ensure that it supports ongoing continuous improvement in service delivery within public sector. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Quality management processes are understood and described in regard to public service operations and projects. 
    ASSESSMENT CRITERION RANGE 
    Quality management processes include, but are not limited to, quality planning, quality assurance, quality control, continual improvement policy and processes.
     

    ASSESSMENT CRITERION 2 
    Quality planning inputs, techniques and outputs are understood, explained and applied to support quality standards and continual improvement policy goals in a public service context. 
    ASSESSMENT CRITERION RANGE 
    Quality planning inputs, techniques and outputs include but are not limited to, quality polices and protocols, operational policies, project scopes, service descriptions, standards and regulations, cost benefit analysis, benchmarking, flowcharting, systems re-engineering, quality management plans, operational definitions, checklists.
     

    ASSESSMENT CRITERION 3 
    Quality assurance inputs, techniques and outputs are understood, explained and applied to support quality standards and continual improvement policy goals in a public service context. 
    ASSESSMENT CRITERION RANGE 
    Quality assurance inputs, techniques and outputs include but are not limited to, quality management plans results of quality control measurements, operational definitions, quality planning techniques, quality audits.
     

    ASSESSMENT CRITERION 4 
    Quality control inputs, techniques and outputs are understood, explained and applied to support quality standards and continual improvement policy goals in a public service context. 
    ASSESSMENT CRITERION RANGE 
    Quality control inputs, techniques and outputs include but are not limited to, performance results, quality management plan, operational specifications, checklists, inspections, control charts, pareto diagrams, statistical sampling, flowcharting, completed checklists and reports, process adjustments.
     


    UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
  • Any individual wishing to be assessed (including through RPL) against this unit standard may apply to an assessment agency, assessor or provider institution accredited by the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Anyone assessing a learner against this unit standard must be registered as an assessor with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Any institution offering learning that will enable achievement of this unit standard or assessing this unit standard must be accredited as a provider with the relevant ETQA, or an ETQA that has a Memorandum of Understanding with the relevant ETQA.
  • Moderation of assessment will be conducted by the relevant ETQA at its discretion. 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The learner must demonstrate an understanding of:
  • The Public Services Act.
  • The Municipal Systems Act and the Municipal Structures Act.
  • The Promotion of Administrative Justice Act.
  • The Promotion of Access the Information Act.
  • The Batho-Pele White Paper on Transforming Public Sector Service Delivery.
  • Public Sector Corporate Governance policies and procedures.
  • Public Finance Management Act.
  • The concept of service culture and how different service cultures are formulated.
  • Quality management and benchmarking.
  • Systems awareness from a service perspective. 
    		•

    UNIT STANDARD DEVELOPMENTAL OUTCOME 
    N/A 

    UNIT STANDARD LINKAGES 
    N/A 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems using critical and creative thinking processes in order to formulate standards of service delivery for the public sector. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community to ensure that buy-in and commitment to service delivery objectives is ensured. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly in order to serve as a role model in setting culture of customer service. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information in order to formulate service level requirements and standards of sector against appropriate benchmarks. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language in the modes of oral and/or written persuasion to implement service delivery culture and strategy. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility to the environment and health of others, as a tool to keep abreast of trends relating to service delivery within public sector and to disseminate information related thereto. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of interrelated systems by recognising that problem solving contexts relating the public service culture do not exist in isolation and that a variety of factors, sensitivities and stakeholders may impact on overall service culture. 

    UNIT STANDARD CCFO CONTRIBUTING 
  • Participate as responsible citizens in the life of local, national and global communities by ensuring that the requirements of a rolemodel for service culture are fulfilled in a responsible and accountable manner such that it permeates the rest of the organisation and enhances service delivery objectives.
  • Be culturally and aesthetically sensitive across a range of contexts when instilling a service culture. 
    		•

    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 
    Articulation possibilities:

    This unit standard will enable a learner to articulate to other qualifications in Financial Management, Financial Services, Business Administration, Public Finance Management and Administration, Municipal Finance Management and Administration, Generic Financial Management, Leadership in Local Government and Public Sector. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Elective  67460   National Diploma: Public Administration  Level 6  NQF Level 06  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.
     
    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.