SAQA

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SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE:

Conceptualise innovative customer service systems and strategies

SAQA US ID	UNIT STANDARD TITLE
10103	Conceptualise innovative customer service systems and strategies
ORIGINATOR
SGB Marketing
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD			SUBFIELD
Field 03 - Business, Commerce and Management Studies			Marketing
ABET BAND	UNIT STANDARD TYPE	PRE-2009 NQF LEVEL	NQF LEVEL	CREDITS
Undefined	Regular	Level 7	Level TBA: Pre-2009 was L7	30
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 is a core standard and forms part of the qualification, National Second Degree, and is registered at Level 7 on the National Qualifications Framework (NQF). Learners working towards this standard will be learning towards the full qualification, or will be working within a Marketing Environment, specialising in either Marketing Communication, Marketing Management, Market Research or Customer Management, where the acquisition of competence against this standard will add value to one's job.
This standard will also add value to learners who are starting their own business and recognises that Marketing forms an integral component of any business.

The qualifying learner will be capable of:

Creating a customer service vision

Conceptualising customer service systems and strategies

Developing customer service strategies and systems

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

Learners accessing this qualification will have demonstrated competence against the standards in the National Degree - Marketing Communications or equivalent at NQF 6.

UNIT STANDARD RANGE

Marketing including all forms of marketing communications, direct marketing and relationship marketing, sponsorship, event marketing, sales promotions, public relations and alternative strategies.

Standard applies to marketing management, customer management, marketing communications and marketing research.

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Create a customer service vision.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Company vision and mission statements are explained and described.

ASSESSMENT CRITERION 2

2. The company's role in society is translated.

ASSESSMENT CRITERION 3

3. Company's vision and mission statements are documented and disseminated to all stakeholders.

SPECIFIC OUTCOME 2

Conceptualise customer service systems and strategies.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. The company's role is defined in terms of customer service delivery strategies.

ASSESSMENT CRITERION 2

2. Systems required to meet customer service vision and mission are developed.

SPECIFIC OUTCOME 3

Develop customer service strategies and systems.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

1. Customer service strategies and systems are brainstormed, conceptualised and deliberated upon.

ASSESSMENT CRITERION 2

2. The market framework is constructed.

ASSESSMENT CRITERION 3

3. The ability to see the big picture and have a visionary concept are demonstrated and explained.

ASSESSMENT CRITERION 4

4. Customer service strategies and systems are logical, complete and will be able to be put into operation.

ASSESSMENT CRITERION 5

5. Customer service strategies and systems are innovative and practical.

ASSESSMENT CRITERION 6

6. Customer service strategies and systems are integrated and comprehensive.

ASSESSMENT CRITERION 7

7. Customer service strategies and systems are developed within required timeframes and meet organisational requirements.

UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS

Providers offering learning towards this unit standard will be accredited by the Educational Training Quality Assurance Body (ETQA) of the Services SETA and /or by The Council of Higher Education (CHE).

UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE

A demonstrated understanding of:

A broad and general understanding of the creation of mission and vision statements.

An all rounded understanding of the methods and techniques for developing strategies and systems.

A broad understanding of lateral thinking and its process.

Critical Cross-field Outcomes (CCFO):

UNIT STANDARD CCFO IDENTIFYING

Identify and solve problems related to the creation, development and conceptualisation of vision, mission statements and of strategies and systems.

UNIT STANDARD CCFO COMMUNICATING

Communicate effectively with all stakeholders to ensure that the vision and mission statements are understood and in the creation and development of customer service strategies and systems.

UNIT STANDARD CCFO SCIENCE

Use science and technology in the development and distribution of vision, mission strategies and systems.

UNIT STANDARD CCFO DEMONSTRATING

Demonstrate an understanding of the world as a set of related systems in that lateral and creative thinking leads to greater innovative customer service systems and strategies.

UNIT STANDARD CCFO CONTRIBUTING

Be culturally sensitive across a range of social context in the development of vision and mission statements, so that these are acceptable to a wide range of individuals, across a broad range of cultural backgrounds.

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	22875	National Diploma: Customer Management	Level 7	Level N/A: Pre-2009 was L7	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	22873	National Diploma: Marketing Communications	Level 7	Level N/A: Pre-2009 was L7	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	22872	National Diploma: Marketing Management	Level 7	Level N/A: Pre-2009 was L7	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES
Core	22874	National Diploma: Marketing Research	Level 7	Level N/A: Pre-2009 was L7	Passed the End Date - Status was "Reregistered"	2023-06-30	SERVICES

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.

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