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: 

Ensuring customer satisfaction and competitive practice 
SAQA US ID UNIT STANDARD TITLE
8037  Ensuring customer satisfaction and competitive practice 
ORIGINATOR
SGB Transport and Logistics Operations 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Transport, Operations and Logistics 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 3  NQF Level 03 
REGISTRATION STATUS REGISTRATION START DATE REGISTRATION END DATE SAQA DECISION NUMBER
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 
On accreditation of this standard, the learner will be able to contribute to the cost effectiveness of the business and customer satisfaction, by demonstrating an integrated practical and theoretical understanding of competitive practice and customer relations based on quality service to the customer and sound business practices. 

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
It is assumed that the learner has the following knowledge and skills:
  • Mathematical Literacy at NQF Level 2.
  • Communication at NQF Level 2. 

  • UNIT STANDARD RANGE 
    The applied competence expressed in this standard cover a variety of familiar processes leading to customer satisfaction and promoting competitive practices, requiring responses based on interpretation of available information and limited discretion and judgement by the learner. The learner must demonstrate shared responsibility for the quality of service and the level of competitive practice employed. 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Identify the nature and extent of the service to be rendered to clients. 
    OUTCOME RANGE 
    Identify the nature and extend of the services to be rendered to clients with due regard to time frames and industry within the service is rendered. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The concept Freight Handling Services is explained as it applies to a specific environment. 

    ASSESSMENT CRITERION 2 
    The different types of services are explained as they apply to a specific organisation. 

    ASSESSMENT CRITERION 3 
    Customer needs in a specific environment are explained in terms of services, legislation and turnover. 

    SPECIFIC OUTCOME 2 
    Calculate product costing. 
    OUTCOME RANGE 
    Calculate product costing based on the extent and nature of service (including special arrangements as per client requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The process of product and service costing is explained. 

    ASSESSMENT CRITERION 2 
    The factors that determine product and service cost are explained. 

    ASSESSMENT CRITERION 3 
    The influence of product costing on customer and competitive practise are explained. 

    SPECIFIC OUTCOME 3 
    Identify special service arrangements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Explain your understanding of what constitutes freight handling services to clients. 

    ASSESSMENT CRITERION 2 
    The different service arrangements to render a professional client service are explained as it is applies to a specific environment. 

    ASSESSMENT CRITERION 3 
    The ability to integrate and direct various role players in service arrangements is demonstrate as per organisational requirements. 

    SPECIFIC OUTCOME 4 
    Calculate costing of service. 
    OUTCOME RANGE 
    Calculate costing of service and viability of delivering the service to achieve competitive practice, with due consideration of auxiliary services and special client requirements. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The influence of service costing on customer and competitive practise are explained. 

    ASSESSMENT CRITERION 2 
    The service costing is calculated based on nature of services and special arrangements as per customer requirements. 

    SPECIFIC OUTCOME 5 
    Control damage and process claims. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    The process of damage control and incidents are explained as per organisational policies. 

    ASSESSMENT CRITERION 2 
    The procedures to report damage and process claims are explained as per organisational policies. 

    ASSESSMENT CRITERION 3 
    The procedures to deal with claims and referral procedures are explained as per organisational policies. 

    SPECIFIC OUTCOME 6 
    Communicate appropriately and effectively to render a professional services in the workforce. 
    OUTCOME RANGE 
    Communicate appropriately and effectively to enhance customer satisfaction and consequently competitive practise 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Explain and demonstrate effective ways of communication that will enhance customer satisfaction and competitive practise. 

    ASSESSMENT CRITERION 2 
    Select the most appropriate communication technology to be used in order to achieve the desired outcome according company policies and procedures. 

    ASSESSMENT CRITERION 3 
    Demonstrate effective ways of verbal and written communication in the Logistic Environment. 

    SPECIFIC OUTCOME 7 
    Establish and maintaining interpersonal relationships. 

    ASSESSMENT CRITERIA
     

    ASSESSMENT CRITERION 1 
    Explain your understanding of what constitutes interpersonal relations. 

    ASSESSMENT CRITERION 2 
    Recommend new ways for enhancement of relationships according company procedures. 

    ASSESSMENT CRITERION 3 
    Explain requirements for compliance with statutory legislation applicable to company policies and procedures. 
    ASSESSMENT CRITERION RANGE 
    Statutory Legislation refers to but is not limited to:
  • BATHO PELE Principles.
     


  • UNIT STANDARD ACCREDITATION AND MODERATION 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 by the Freight Handling Chamber of the Transport SETA and/or relevant ETQA.

    3. Moderation of assessment will be done by the relevant ETQA at its discretion. 

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    The learner can understand, explain and apply:

    1. Product knowledge

    2. Product costing and service costing

    3. Client requirements and market trends in service delivery

    4. Principles of establishing and maintaining sound client relations (integrating appropriate communication, behaviour and conflict resolution towards customer satisfaction). 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems by demonstrating ability to reflect on the effectiveness of decisions made about product and service costing. 

    UNIT STANDARD CCFO WORKING 
    Working effectively with others by demonstrating ability to analyse performance in order to minimise penalties and claims.

    Working effectively with others by adapting and employing strategies for working with different clients and dealing with problematic relationships. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information by demonstrating ability to identify and follow appropriate course to implement measures that will enhance competitive practice and customer satisfaction. 

    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
    Core  14574   National Certificate: Freight Handling  Level 3  NQF Level 03  Passed the End Date -
    Status was "Reregistered" 
    2006-12-03  TETA 
    Core  57831   National Certificate: Freight Handling  Level 3  NQF Level 03  Reregistered  2023-06-30  TETA 


    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. Africa Training Centre 
    2. Aldabri 106 Institute for Quality Pty Ltd 
    3. Andebe Training and Skills Development 
    4. Bev Short Training Consultants 
    5. Big J Training Academy 
    6. BPL Academy 
    7. DB Schenker Logistics Campus NMEA Pty Ltd 
    8. Diversity technology Training Institute 
    9. DOD School of Logistics Training 
    10. DQ Staffing Solutions 
    11. EDU - FLEET 
    12. Edu Wize Group Pty Ltd 
    13. Global Maritime Legal Solutions Pty Ltd 
    14. Ikusasa Lethu Projects and Training (Pty) Ltd 
    15. Imperial Logistics & Transport A Div Of Imper 
    16. Innovative Shared Services 
    17. Learning Exchange Pty Ltd 
    18. Limadi Industrial Projects 
    19. Makwedeng Training 
    20. NOSA LOGISTICS PTY LTD 
    21. Open Learning Group 
    22. P and R Development and Training (Pty) Ltd 
    23. Quantum Leap College Pty Ltd 
    24. RICHARDS BAY COAL TEMINAL COMPANY LIMITED (Legacy) 
    25. SA Maritime School and Transport College 
    26. School of Shipping 
    27. Shipping And Transport College Pty Ltd 
    28. TIESPRO (Pty) Ltd 
    29. Triton Express 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.