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: 

Develop and apply a service culture to a leadership role 
SAQA US ID UNIT STANDARD TITLE
120390  Develop and apply a service culture to a leadership role 
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 4  NQF Level 04  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
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 
This Unit Standard will be useful to learners who are working within a Public Sector, Local Government, commercial or community environment, and will fulfill a leadership role as part of their job. This Unit Standard will also add value to public officials who are seeking to develop a career pathway towards an accomplished integrated development planner or public sector management and administration specialist.

The qualifying learner is capable of:
  • Explaining service excellence from a leadership perspective.
  • Planning service excellence in a local government leadership context.
  • Compiling and implementing a service excellence plan.
  • Evaluating service delivery efficacy. 
    		•

    LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING 
    It is assumed that learners are competent in Communication at NQF Level 3, or the equivalent thereof. 

    UNIT STANDARD RANGE 
    N/A 

    Specific Outcomes and Assessment Criteria: 

    SPECIFIC OUTCOME 1 
    Explain service excellence from a leadership perspective. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    The role of the leader as a service provider is identified and described in relation to other roles in the organization. 

    ASSESSMENT CRITERION 2 
    The skills and talents that a leader must integrate into his/her service excellence role are identified and described in relation to specific service delivery contexts. 

    ASSESSMENT CRITERION 3 
    Organisational policy, structure, mission and resources are integrated into the service excellence plan within a leadership context. 

    ASSESSMENT CRITERION 4 
    The key roleplayers that must be liaised with in service excellence are identified and any sensitivities within roleplayer contexts are highlighted in the service delivery plan. 

    ASSESSMENT CRITERION 5 
    Accountability for service delivery is defined and complied in accordance with institutional policies, procedures and structures. 

    SPECIFIC OUTCOME 2 
    Plan service excellence in a local government leadership context. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Service development challenges and objectives within an organisation are identified and discussed with examples. 

    ASSESSMENT CRITERION 2 
    Service excellence initiatives are identified and explained in relation to visionary thinking and scenario plans. 

    ASSESSMENT CRITERION 3 
    Methods for engaging roleplayers are identified and utilised to ensure a proactive participative and consultative process in service excellence delivery. 

    ASSESSMENT CRITERION 4 
    Idealistic versus realistic service delivery mechanisms within an organisation are differentiated with examples. 

    ASSESSMENT CRITERION 5 
    Methods for improvising with varying contextual dynamics are explained in order to ensure the best service delivery options within the given context. 

    ASSESSMENT CRITERION 6 
    Service delivery objectives are explained in relation to Integrated Development Plans pertaining to a specific context. 

    SPECIFIC OUTCOME 3 
    Compile and implement a service excellence. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    A service excellence plan is defined in relation to leadership context. 

    ASSESSMENT CRITERION 2 
    Strategic and scenario plans are integrated into service plan. 

    ASSESSMENT CRITERION 3 
    Plans to address possible disaster management issues within a specific context are designed from a leadership perspective and monitored on an ongoing basis. 
    ASSESSMENT CRITERION RANGE 
    Different approaches to disaster management include but are not limited to mitigation through capacity building, legislative responsibilities, disaster mapping, assessment, pre-disaster risk and vulnerability reduction, post disaster recovery and rehabilitation, disaster related infrastructure and development.
     

    ASSESSMENT CRITERION 4 
    Continuous improvement processes for service excellence are explained and integrated in a plan of action. 

    ASSESSMENT CRITERION 5 
    Measurements, benchmarks and evaluation tools to determine efficacy of service excellence plan are identified and explained from a leadership perspective. 

    ASSESSMENT CRITERION 6 
    Structures, resources and capacity that supports and enhances service delivery are identified and mobilized and utilised in a cost-effective manner. 
    ASSESSMENT CRITERION RANGE 
    Mobilising and utilising resources includes but is not limited to utilising local government assets in a professional and responsible manner.
     

    SPECIFIC OUTCOME 4 
    Evaluate service delivery efficacy. 

    ASSESSMENT CRITERIA     

    ASSESSMENT CRITERION 1 
    Measurement tools and processes are used to measure service excellence on an ongoing basis. 

    ASSESSMENT CRITERION 2 
    Random sampling is undertaken to test efficacy of service excellence in different contexts. 

    ASSESSMENT CRITERION 3 
    Problems relating to service are identified and remedial action implemented where relevant. 

    ASSESSMENT CRITERION 4 
    Evaluation is monitored and recorded for input into future scenario plans. 

    ASSESSMENT CRITERION 5 
    Poor service delivery and related problem areas are identified and addressed in an innovative and professional manner. 

    ASSESSMENT CRITERION 6 
    Priority areas for enhancing service delivery are weighed up and options are explored for addressing priority areas. 


    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 key roleplayers and spheres of government in achieving service delivery objectives.
  • Local government principles and procedures pertaining to local government service delivery.
  • Principles of customer service.
  • Leadership skills and roles as they relate to service delivery.
  • Creative thinking skills.
  • Decision-making skills.
  • Business management and planning techniques.
  • Communications and interpersonal skills. 
    		•

    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 to formulate service excellence plans within a leadership context. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team, group, organisation or community to ensure effective implementation of service excellence plans. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one's activities responsibly and effectively in order to ensure that all information is gathered for input into service excellence plans. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information in order to determine efficacy of service excellence and the continuous improvement processes that must be integrated. 

    UNIT STANDARD CCFO COMMUNICATING 
    Communicate effectively using visual, mathematical and/or language in the modes of oral and/or written persuasion to impart plan to others so that they can fulfill service delivery requirements in their respective functions. 

    UNIT STANDARD CCFO SCIENCE 
    Use science and technology effectively and critically, showing responsibility to the environment and health of others to document plans and planning evaluation. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Demonstrate an understanding of the world as a set of interrelated systems by recognising that problem-solving contexts relating to service delivery do not exist in isolation and that varying factors will impact on this. 

    UNIT STANDARD CCFO CONTRIBUTING 
    Participating as responsible citizens in the life of local, national and global communities by ensuring that service delivery is ensured in a professional and proactive manner. 

    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 Business Administration, Generic Management, Public Finance Management and Administration, Municipal Finance Management and Administration, Human Resources Management, Communications. 

    QUALIFICATIONS UTILISING THIS UNIT STANDARD: 
      ID QUALIFICATION TITLE PRE-2009 NQF LEVEL NQF LEVEL STATUS END DATE PRIMARY OR DELEGATED QA FUNCTIONARY
    Core  50081   Further Education and Training Certificate: Leadership Development  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  LG SETA 
    Elective  58337   Further Education and Training Certificate: Trade Union Practice  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  ETDP SETA 
    Elective  63369   National Diploma: Trade Union Practice  Level 5  NQF Level 05  Passed the End Date -
    Status was "Reregistered"     		 2023-06-30  ETDP 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. A.S.A.P Training and Consulting 
    2. A4 Consultancy CC 
    3. ACME Institute of Training 
    4. Africa Institute For Public Administration 
    5. Africa Rising Advisory Services Pty Ltd 
    6. African Divas 
    7. AfroXpert Performance Developement cc 
    8. Akadon Trading (Pty) Ltd 
    9. Akanani Consulting (PTY) LTD 
    10. Akili Training 
    11. Alpha Business Consultants 
    12. Alpharide 
    13. Amabamba Recruitment 
    14. Amangile Academy (Pty) Ltd 
    15. Amelron General Business Enterprise 
    16. Aphro Collective 
    17. ARNL Construction Development Projects 
    18. Asiphokuhle Training and Research Institute 
    19. AVAX SA 481 CC. T/A Mandisa Development Services 
    20. Ayandona Manufacturing and Distribution (Pty) Ltd 
    21. Bashumi Consulting 
    22. Bayden Pty LTD 
    23. Bephaswana Skills Development (Pty) Ltd 
    24. Bettes - Types Trading and Projects 
    25. Black Bull Consulting 
    26. Black Expression Consulting 
    27. BO Support Services CC 
    28. Bo-Ndu Traiding 
    29. Boikgalaletso Skills Development 
    30. Boikgantsho Consulting & Events 
    31. Bonolo Training Institute 
    32. Botlhale Business Consulting 
    33. Botlhokwa Events and Projects 
    34. Break The Chains Development Services 
    35. Bright Day Consultancy 
    36. Bright Ideas Projects 2905 cc 
    37. Business Edge Consulting and Training 
    38. C Ngubane & Associates Inc. 
    39. Canterbury General Services 
    40. CB Willemse Training 
    41. CCG Systems 
    42. Central Bridge Trading 109 
    43. Centre For Municipal Research And Advice 
    44. Concepts of Sustainable Management (CSM) 
    45. Continuing Education Programme 
    46. Crack Down Pest Control Services 
    47. Cre8ive Organisational Development 
    48. Creative Venture Joint Trading and Projects 
    49. CTC College(PTY) LTD. 
    50. Danearl (PTY) LTD 
    51. Dean Institute Of Learning (Pty) Ltd 
    52. Delbra Innovative Consultancy 
    53. Dependable Consulting (Pty) 
    54. Ditirelo Skills Development Services 
    55. Ditlou Sons and Daughters 
    56. Divhani Environmental and Engineering Solutions 
    57. Eastern Rose Enterprise 
    58. EBUS-TECH Consulting (PTY) Ltd 
    59. EHSQ System Matter 
    60. Elective Training Institute Enterprise CC 
    61. Engakimi Pty LTD 
    62. ENVIRO MOBI PTY LTD 
    63. Envirogreen 
    64. Esehlula Bashuki 
    65. Essence Human Development (Pty) Ltd 
    66. Ethembeni Multi Service Enterprise (Pty) Ltd 
    67. Eukon Engineering and Projects 
    68. Excellent Minds Institute (Pty) Ltd 
    69. Execuprime Business College (Pty) Ltd 
    70. Explicit Communications 
    71. Fabulous City Trading 
    72. Fire Protection Association of Southern Africa 
    73. Furniture World Training Centre 
    74. Gauteng Association Of Local Authorities 
    75. Giamanje TVET College 
    76. Giant Alive Services 
    77. Giggs Creations 
    78. Global Care Trading 100 CC 
    79. Global Centre for Academic Research 
    80. GNL Consulting Services 
    81. Gogone S Trading & Projects 
    82. Goitsikitso Enterprise Trading 
    83. Golden Rewards 2192 CC 
    84. Great Innovation Services 
    85. Green Gain Consulting (Pty)Ltd 
    86. Growth Management Consulting 
    87. Gugulethu Management & Training Consultancy 
    88. Gwala Training Insitute 
    89. Hanyeleni Business Enterprise 
    90. His Mercy Learning Academy 
    91. Hlombe and Associates 
    92. IALE School of Advanced Learning Education 
    93. Ibusaphi Trading (PTY) LTD 
    94. Ikwanda Customs Consultants CC 
    95. Iliso Investment holdings (Pty) Ltd 
    96. Inkcubeko YakwaNtu Trading 
    97. Inkqubeko Investment (Pty) Ltd 
    98. IQ Skills Academy (PTY) LTD. 
    99. Isibeleko Fast Forward Network 
    100. Itumeleng Wellness Solutions 
    101. Izicwe Consulting 
    102. Jayleen Financial and Advisory Services 
    103. Jerisi Development Propeller NPC 
    104. JLD Institute 
    105. JNUTO Trading and Projects 
    106. Jobafrik Consulting 
    107. Johsie Enertprise 
    108. Josmap Training Institute 
    109. JTM Empowered 
    110. July GM Holdings 
    111. K and Z Projects Training and Development 
    112. K-Leng Touch, Events and Skills Development 
    113. Kamanga Skills Projects 
    114. Karabo Ya Karabo 
    115. Katlego Strategies and Solutions 
    116. Kegatilwe Construction & Projects 
    117. Kelsey Events and Business Consulting 
    118. Keptel 
    119. Kernel Management and Consulting (PTY) LTD. 
    120. Keydimensions Risk Solutions 
    121. Kgakishe Trading and Projects (PTY) LTD 
    122. Kgotla Trading Enterprise 
    123. Khehli Institute 
    124. Kholo Trading Enterprise 
    125. KOKANO PROJECTS PTY LTD 
    126. KTMO Business Solutions 
    127. Kwa Nxamalala Computer College 
    128. Kwazulu Skills Academy 
    129. KWEM Management Solutions 
    130. KZN Tourism Training 
    131. Leadership Institute of South Africa 
    132. Lelethu Training (Pty) Ltd 
    133. Letna Holdings 
    134. Letsete Behub 
    135. Lewerb Holdings (PTY) Ltd 
    136. Lindasande General Trading 
    137. Lindo Training and Services 
    138. Lisolethu Consulting PTY LTD 
    139. Londimvelo Consultants 
    140. Longo Ru Rixaka 
    141. Luruli Consulting and Projects 
    142. Lwazi Community Facilitator 
    143. M.I.C. Training and Development 
    144. Mabuya Amahle Trading 
    145. Madingoane and Family Construction 
    146. Maile Consulting 
    147. Makgoka Development Facilitation (PTY) Ltd. 
    148. Makhuva Consulting 
    149. Makoti Skills Development Solutions 
    150. Makuka Investment Group 
    151. MANCOSA Pty (Ltd) 
    152. Mangalani Business Enterprises 
    153. Manpower Skills Academy 
    154. Maqhawe College 
    155. MARS Business Consulting 
    156. Masnas 
    157. MATEPE INVESTMENTS (PTY) LTD 
    158. Mathye and Ditlou Dynasty Corporate 
    159. MCBirds Consulting 
    160. Mcebo Technologies 
    161. Mega Phase Trading 
    162. Mementos Training Pty Ltd 
    163. Meridian Capacity Building Corporation (Pty) Ltd 
    164. Mgwezane Training and Events Management CC. 
    165. Miczo's Enterprise 
    166. Mimoisa Business Solutions CC 
    167. Minotime (PTY) LTD 
    168. MJ Mafunisa Consulting (PTY) LTD 
    169. Mma Maru PTY LTD 
    170. Mmadiolwana Business Enterprise 
    171. Mmage Group 
    172. Mmela Village Technologies 
    173. MML Consulting CC. 
    174. Mod-Mosh Projects and Consulting (PTY) LTD 
    175. Mohlaje Solutions (Pty) Ltd 
    176. Mokgosi Trading CC. 
    177. Mondli Mthemba Consulting Services 
    178. Mortarboard Training Solutions 
    179. Mosako Wa Kitso 
    180. Moving Business Altitudes Consulting 
    181. MTK Corporate Solutions 
    182. MUHANGWENE DEVELOPMENT ENTERPRISE 
    183. Multiple Productive Management Solutions 
    184. Nalengmokoni Investors (Pty) Ltd 
    185. Naphi Training Providers 
    186. Ndwandwe Consultants 
    187. Nemalale Eagles Consultancy CC 
    188. Neopeo Trading & Projects 
    189. Nghano Training and Development Centre 
    190. NGM Skills Transfer 
    191. Nhlahle Development Agency 
    192. NLKN Holdings (Pty) Ltd 
    193. NM Cuts 
    194. Nokusho M Consulting and Trading 
    195. Nomsithi Trading 
    196. Ntokosi Consulting 
    197. Nyankwavi Investment CC. 
    198. Omithombo Management Academy 
    199. Onyx Training Support 
    200. Opelong Business Institute 
    201. Pachedu Skills Solutions 
    202. Pandelani Investment Holdings (PTY) LTD. 
    203. Paneso Development and Trading 
    204. Paramount Training Academy 
    205. PAUL ALLEN DEVELOPMENT PTY LTD 
    206. Peluma Environmental And Training Services 
    207. Performance Booster 
    208. PFIM Trading (Pty) Ltd 
    209. Pioneer Business Consulting 
    210. Pisnah 
    211. Pitt Institute T/A Imithombo Institute 
    212. PKM Skills and Career Development 
    213. PMA Holdings (PTY ) LTD. 
    214. PMG Training 
    215. Power Rush Trading 170 CC. 
    216. Powergate Trading 1040 
    217. Powernexus 
    218. Preamo Project and General Trading 
    219. Princetop Corporative Training (Pty) Ltd 
    220. Pro Jentibus Sports Development NPC 
    221. Progressive School of Business and Engineering (Pty) 
    222. PTP Integrated 
    223. Pudi's Educational Services And Youth Development 
    224. Qabuka-Vuka Development Trading 
    225. Rankadi Consulting 
    226. RCG Markets 
    227. Reflections Development Institute 
    228. Regent Business School (Pty) Ltd t/a Regent Business School 
    229. RME Projects 
    230. SA Campus 
    231. Sasalethu Consulting and Associates 
    232. SAZM TRADING AND PROJECTS PTY LTD 
    233. Sebenzisanane Human Capital 
    234. Seqebo Training and Counselling 
    235. Setaki Trading and Projects (Pty) Ltd 
    236. Sijongo Trading CC 
    237. Silalele Consulting CC. 
    238. Siletha Consultant 
    239. Siphephelosolwazi Skills Development Initiative CC. 
    240. Sithole Griffin & Associates (SGA) 
    241. Siyakhulisa Leadership Academy 
    242. Siza Nesu Training and Consultants 
    243. Skeelz Learning And Development Consultants (PTY) LTD 
    244. Skills Fly Consulting Group Pty Ltd 
    245. South African ABET Development Agency SAADA 
    246. South African Governance and Business College 
    247. South African Technological Academy 
    248. SPG Promotions and Distributions CC 
    249. SSEH PTY LTD 
    250. Starplex 489 cc 
    251. Straightmap (PTY) Ltd 
    252. Suthu Consulting and Skills Development 
    253. SWARANANG MANAGEMENT CONSULTING CC 
    254. Tachfin Holdings 
    255. Talent Centre Training 
    256. Tankimo Trading (Pty) Ltd 
    257. Tasc Business Consulting and Training 
    258. TCNS Resources (PTY) Ltd 
    259. Team Dynamix 
    260. TGH Traders 
    261. The Chosen Consulting Services 
    262. The Crimson CO CC. 
    263. Thebu Financial & Management Services 
    264. Thekwini College 
    265. Thinking Mind Trading 
    266. Thubelihle Graduate Institute 
    267. Thuto Lere Community Empowerment Programme 
    268. Tidimatso Trading 
    269. Tloumogale Business Development & Consulting 
    270. TM Coaching 
    271. Tradesman Consulting and Training Solutions 
    272. Training at Work (Pty) Ltd 
    273. Transgeneracion Consulting 
    274. Triads Management Services 
    275. Tsebong Training Centre 
    276. Tshamutengo General Dealers CC. 
    277. Tshepang Consulting & Project 
    278. Tsoga re dire Holdings (Pty) Ltd 
    279. Tummo Development Enterprise 
    280. Tuns Trading and Projects (Pty) Ltd 
    281. Ubuholi Bendabuko Capacity Building (PTY) Ltd 
    282. Ubuqhawe Consulting (Pty) Ltd 
    283. Ukhamba Quality Skills 
    284. Umlando Projects Pty LTD 
    285. Unakho Business Solutions 
    286. Unctionized Business Enterprise 
    287. Ursivox Interactive Systems 
    288. Uweso Consulting (Pty) Ltd 
    289. Vantage Training 
    290. Venus Maintenance and Supply Services 
    291. Vibra Skills CC. 
    292. Victorious Training Institute 
    293. Visionary Academy 
    294. Vumilia Africa Group 
    295. Wag Consulting 
    296. Wantshela Consulting 
    297. Watera Trading and Projects 
    298. Wongintuthuko Projects 
    299. World Pace Development and Training Institute 
    300. Ya Hina Management Consulting and projects 
    301. Zanda Izifiso Ezinhle 
    302. ZJ Africa Learn (pty)Ltd 
    303. ZwelixolileTrading Enterprise 


    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.