![]() |
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: |
Manage service delivery improvement |
SAQA US ID | UNIT STANDARD TITLE | |||
120306 | Manage service delivery improvement | |||
ORIGINATOR | ||||
SGB Administration | ||||
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-Fundamental | Level 6 | Level TBA: Pre-2009 was L6 | 8 |
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 |
This Unit Standard is intended for elected political leaders and public sector officials involved with the service delivery activities that require the use of public assets to render services to the communities. It is also useful to South Africa's public officials and 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 knowledge, skills and values to understand client behaviour and characteristics and plan service delivery improvement in order to meet organisational targets.
The qualifying learner is capable of: |
LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING |
It is assumed that learners are competent in:
|
UNIT STANDARD RANGE |
N/A |
Specific Outcomes and Assessment Criteria: |
SPECIFIC OUTCOME 1 |
Develop a service delivery improvement plan to meet organisational targets. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
Feedback from stakeholders regarding problems of service delivery is collated and analysed according to categories. |
ASSESSMENT CRITERION 2 |
Reasons for and sources of client dissatisfaction are described using case studies. |
ASSESSMENT CRITERION 3 |
The nature of problems, needs and expectations of clients is analysed using case studies. |
ASSESSMENT CRITERION 4 |
Existing service delivery standards/levels are identified and described according to relevant organisational policy. |
ASSESSMENT CRITERION 5 |
Measures to rectify service delivery failures are identified and described with examples. |
ASSESSMENT CRITERION 6 |
Plans for the improvement of service delivery are devised and necessary resources are allocated according to departmental/organisational policies and procedures. |
SPECIFIC OUTCOME 2 |
Apply service delivery improvements and honour client confidentiality. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
Service delivery is explained in relation to the organisational vision, goals and objectives. |
ASSESSMENT CRITERION 2 |
Methods and techniques to build a sound relationship with clients are described according to best practice. |
ASSESSMENT CRITERION 3 |
The relevant code of conduct to maintain client confidentiality is implemented according to organisational requirements. |
ASSESSMENT CRITERION 4 |
The targeted components of service delivery are co-ordinated to ensure improvements according to service delivery improvement plans. |
SPECIFIC OUTCOME 3 |
Review the organisational service delivery improvement plan. |
ASSESSMENT CRITERIA |
ASSESSMENT CRITERION 1 |
The quality cycle in relation to organisational service delivery is described and explained according to the specific sector. |
ASSESSMENT CRITERION 2 |
Continuous feedback and improvement strategy for organisational service delivery is outlined and analysed according to the best practices. |
ASSESSMENT CRITERION 3 |
Professional communication and relations with all stakeholders are developed in accordance with organisational policies and procedures. |
ASSESSMENT CRITERION 4 |
The service delivery improvement plan is revised and communicated to all relevant stakeholders. |
UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS |
UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE |
The learner must demonstrate an understanding of:
|
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 a service related context. |
UNIT STANDARD CCFO WORKING |
Work effectively with others as a member of a team, group, organisation or community to enhance service delivery. |
UNIT STANDARD CCFO ORGANISING |
Organise and manage oneself and one's activities responsibly when applying and reviewing client service techniques. |
UNIT STANDARD CCFO COLLECTING |
Collect, analyse, organise and critically evaluate information to enhance client service techniques for internal and external clients. |
UNIT STANDARD CCFO COMMUNICATING |
Communicate effectively using visual, mathematical and/or language in the modes of oral and/or written persuasion to ensure effective service delivery. |
UNIT STANDARD CCFO SCIENCE |
Use science and technology effectively and critically, showing responsibility to the environment and health of others to capture information relating to customers. |
UNIT STANDARD CCFO DEMONSTRATING |
Demonstrate an understanding of the world as a set of interrelated systems by recognising that client service contexts do not exist in isolation. |
UNIT STANDARD CCFO CONTRIBUTING |
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 |
Additional
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. |
QUALIFICATIONS UTILISING THIS UNIT STANDARD: |
ID | QUALIFICATION TITLE | PRE-2009 NQF LEVEL | NQF LEVEL | STATUS | END DATE | PRIMARY OR DELEGATED QA FUNCTIONARY | |
Core | 50060 | National Certificate: Public Administration | Level 5 | Level TBA: Pre-2009 was L5 | Reregistered | 2023-06-30 | PSETA |
Core | 59304 | National Diploma: Freight Forwarding and Customs Compliance | Level 5 | NQF Level 05 | Passed the End Date - Status was "Reregistered" |
2020-07-30 | TETA |
Core | 80066 | National Certificate: Strategic Road Traffic Operations | Level 6 | NQF Level 06 | Reregistered | 2023-06-30 | SAS SETA |
Core | 61729 | National Diploma: Policing | Level 6 | NQF Level 06 | Reregistered | 2023-06-30 | SAS SETA |
Fundamental | 67460 | National Diploma: Public Administration | Level 6 | NQF Level 06 | Reregistered | 2023-06-30 | As per Learning Programmes recorded against this Qual |
Elective | 60549 | National Diploma: Aeronautical Information Management Practice | Level 5 | NQF Level 05 | Passed the End Date - Status was "Reregistered" |
2016-12-31 | TETA |
Elective | 63369 | National Diploma: Trade Union Practice | Level 5 | NQF Level 05 | Reregistered | 2023-06-30 | ETDP SETA |
Elective | 62829 | National Certificate: Law Enforcement: Sheriffing | Level 6 | Level TBA: Pre-2009 was L6 | Reregistered | 2023-06-30 | SAS SETA |
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. | 1LeadRoot (Pty) Ltd |
2. | Abinet Training & Development |
3. | Acorser Corporate and Business Consulting Cc |
4. | AFRIC POLICING INSTITUTE |
5. | Akhona Skills Fountain and Trading |
6. | All Access Holdings |
7. | All Sorts 108 Skills Development PTY (Ltd) |
8. | Amandla Obunye Training Academy |
9. | Amathuba Learning and Training Centre |
10. | Amber Tower Training |
11. | Anesu Ka Mpho (Pty) Ltd |
12. | Arishi ISD (PTY) Ltd |
13. | ARMS - Audit & Risk Management Solutions |
14. | ATTI Polokwane |
15. | Aubrey Nyiko Business Enterprises |
16. | Avenida Training Agency (Pty) Ltd |
17. | Basileia Strategies (Pty) Ltd |
18. | BDCE (Pty) Ltd |
19. | Bells Technical College |
20. | Biz Ed Trading |
21. | Bohlokoa Business Consultancy |
22. | BOKAMOSO INSTITUTE OF SOUTH AFRICA |
23. | Boland TVET College |
24. | BOLTON BUSINESS COLLEGE & COMPUTER STUDIES |
25. | Bona Business Solutions (PTY) LTD |
26. | Bono Skills Development (PTY) Ltd |
27. | Bonstev Consulting and Projects (Pty) Ltd |
28. | Broadmind Leadership Development and Training (Pty) Ltd |
29. | BROOKLYN CITY COLLEGE (PTY) LTD RUSTENBURG CAMPUS |
30. | BROOKLYN CITY COLLEGE (PTY) LTD |
31. | BROOKLYN CITY COLLEGE (PTY) LTD - PRETORIA |
32. | BROOKLYN CITY COLLEGE (PTY) LTD JOHANNESBURG CAMPUS |
33. | Brooklyn City College - Polokwane |
34. | Cale Developments |
35. | Centre for Africa Capacity Building and Development (Pty) Ltd |
36. | Century Business Academy |
37. | Chartered Institute of Management (Pty) Ltd |
38. | Citiview Trading and Projects |
39. | College of Cape Town |
40. | Commerce Edge South Africa (Pty) Ltd |
41. | Conglomerates Institute (Pty) Ltd |
42. | D and D Lwazi Renaissance Research Development Institute |
43. | DAM SCHOOL OF POLICING |
44. | DAM SCHOOL OF POLICING POLOKWANE |
45. | DAM SCHOOL OF POLICING PRETORIA |
46. | DAM TECHNICALCOLLEGE PTY TD |
47. | Dee's Training ( PTY) Ltd |
48. | Ditseko Training and Development Services CC |
49. | DotCentre Business Consulting |
50. | Dzindalo Consulting (Pty) Ltd |
51. | E-Login Business Institute (Pty) Ltd |
52. | Edutel Public Service Company |
53. | Equity Training and Consulting |
54. | Excellent Minds Institute (Pty) Ltd |
55. | Extribyte (Pty) Ltd |
56. | Eyamalwandle (Pty) Ltd |
57. | Fachs Business Consulting and Training |
58. | Falcon Business Institute |
59. | Finweb Business Consultancy (Pty) Ltd |
60. | Fort Hare Trading Solutions (Pty) Ltd |
61. | Free State Training and Development Institute |
62. | Gatyana Training Academy (Pty) Ltd |
63. | Genvio cc |
64. | Gleyding Management Institute (Pty) Ltd |
65. | Glicam Trading Enterprise |
66. | Global Steel Merchants (Pty) Ltd |
67. | Harvestine Investments (Pty) Ltd |
68. | Harvitex cc |
69. | HDPSA GROUP (PTY) LTD |
70. | Higherway Institute of Learning (Pty) Ltd |
71. | HILLCROSS BUSINESS COLLEGEPTY LTD |
72. | HJN POLOKWANE BRANCH PTY LTD |
73. | HJN TRAINING CC |
74. | iCollege |
75. | Immaculate Training and Consulting |
76. | Imperium Consulting (Pty) Ltd |
77. | Innovative Technology Design |
78. | Institute of Busines Management of Southern Africa |
79. | Integrated Corporate Skills Solution |
80. | JEPPE COLLEGE OF COMMERCE AND COMPUTER |
81. | Josmap Training Institute |
82. | Kcobodo Training Centre (KTC) |
83. | Kgaka Kgolo Institute |
84. | Khongoloti Training Academy |
85. | Khuphula Training Solutions and Trading (Pty) Ltd |
86. | KMS College |
87. | Kunaku Procurement Solutions (Pty) Ltd |
88. | Le - Mark Training and Development Pty (Ltd) |
89. | Lead Afrika Consulting (Pty) Ltd |
90. | Learncore (Pty) Ltd |
91. | Leronsa Trading Enterprise |
92. | Letlhokoa Management Services |
93. | Lungile Mchunu Consultancy (Pty) Ltd |
94. | Lusa Social Enterprenueship Institute (PTY)LTD |
95. | Majuba Technical Vocational Education and Training College |
96. | MAS SAFE SECURITY CC |
97. | Matabane Professional Accountant |
98. | Matash Holdings (Pty) Ltd |
99. | Matontech Trading Enterprise |
100. | Matprodev Consulting |
101. | Maximum Development Institute |
102. | Mgwezane Training and Management cc |
103. | Milpark Education (Pty) Ltd |
104. | Mission Point Trading 69 |
105. | MMPS Holdings |
106. | MOD - MOSH Projects and Consulting |
107. | Mokoai Business Solutions (Pty) Ltd |
108. | Molly Malete Productions CC |
109. | Mowils Consultants |
110. | Mpumalanga School of Government - MPSG |
111. | MSC Education Holdings (PTY) LTD |
112. | Nare Training and Development |
113. | National Skills and Technical College |
114. | Nghunyule Investments |
115. | Nkqubela Community Developers |
116. | NokushoM Consultancy and Trading |
117. | Orbit TVET College |
118. | Orchards Graduate School (Pty) Ltd |
119. | Pacinamix |
120. | Pamodzi Training Services |
121. | Performance Management Collaborative Africa (Pty) Ltd |
122. | Peuneo (Pty) Ltd |
123. | Phoka Tshela Projects |
124. | Pholo Human Capital (Pty) Ltd |
125. | Phunda Maria Consulting |
126. | Pioneer Business Consulting |
127. | PND Academy of Learning |
128. | Poshido Trading |
129. | Positive Thinking Consultants cc |
130. | Practicon Training |
131. | Prestige Leaders Consulting (Pty) Ltd |
132. | Primeserv Corporate Solutions |
133. | Prodigy Business Services |
134. | Profounder Intelligence Management Services |
135. | Prosam Consulting Group (Pty) Ltd |
136. | Prospen Group (Pty) Ltd |
137. | Quintax Training and Development |
138. | Ramaja Training and Business Consultancy (Pty)Ltd |
139. | Ramazwi Security Service and Training Agency (Pty) Ltd |
140. | Rams Professional Training and Conferencing |
141. | Ratomac Trading Consultants (Pty) Ltd |
142. | Regen Institute of Leadership and Management Education |
143. | Regenesys School of Public Management |
144. | Ribolla Learning Academy |
145. | Ritepath HR Solutions |
146. | RKM Consultancy and Trading |
147. | Saint Colonel Graduate Institute |
148. | Sampatla Procurement Solutions (Pty) Ltd |
149. | Sanda Skills Development |
150. | Sbongukhanyo (Pty) Ltd |
151. | Silver Streak Trading 649 CC |
152. | Sims Khula Training & Skills Development |
153. | Sisizathu Training |
154. | Sizanesu Consulting |
155. | Skills Share Africa Institute |
156. | SNAP SOLUTIONS NETWX PTY LTD |
157. | SOMANDLA ENTREPRENEURSHIP ACADEMY |
158. | South Africa School of Diplomacy, Protocol and Public Administration |
159. | South African Centre for Business Studies (Pty) Ltd |
160. | Southern African Institute of Learning |
161. | Spears Business and Life Coach Consulting |
162. | Starplex408 Pty) Ltd |
163. | Step Ahead Academy (Pty) Ltd |
164. | Striving Mind Trading 289 |
165. | Summat Training Institute (Pty) Ltd |
166. | Synergy Corporate (Pty) Ltd |
167. | T Mabuya and Associates (Pty) Ltd |
168. | Tanosa Trading CC |
169. | Thandiwenathi (Pty) Ltd |
170. | Thasha Training and Consulting |
171. | The Finishing College (Pty) Ltd |
172. | The Iscariota Group |
173. | The Justice College |
174. | Thembi Penelope Vilakazi |
175. | Thobologo Training and Education Group (Pty) Ltd |
176. | Thubelihle Graduate Institute (Pty) Ltd |
177. | Thuto Lore Academy |
178. | Tinotel Communications |
179. | Tippinggate Business Solutions |
180. | Tloumogale Business Development & Consulting (Pty) Ltd |
181. | Tonex Management Solutions (Pty) Ltd |
182. | Trainyoucan (Pty) Ltd |
183. | Tshwane Training Institute (Pty) Ltd |
184. | Tsoelopele Leadership Consulting (Pty) Ltd |
185. | Ukwakhile Projects (PTY) Ltd |
186. | Umfolozi College for TVET |
187. | University of Pretoria |
188. | Vala Nge Bhetshu Human Capital Development (Pty) Ltd |
189. | Vuca Institute of Leadership Development |
190. | Vumilia Africa Group |
191. | Vurhena Business Consultancy |
192. | Vusheni Learning Academy |
193. | Weinvest Investments |
194. | Welas African Kitchen CC |
195. | Yellow Media Publishing Group (Pty) Ltd |
196. | Ziyana Business Consulting and Training (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. |