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SOUTH AFRICAN QUALIFICATIONS AUTHORITY 
REGISTERED UNIT STANDARD THAT HAS PASSED THE END DATE: 

Implement quality control measurement systems in motor sales and support services 
SAQA US ID UNIT STANDARD TITLE
9857  Implement quality control measurement systems in motor sales and support services 
ORIGINATOR
SGB Retail and Wholesale 
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-  
FIELD SUBFIELD
Field 11 - Services Wholesale and Retail 
ABET BAND UNIT STANDARD TYPE PRE-2009 NQF LEVEL NQF LEVEL CREDITS
Undefined  Regular  Level 4  NQF Level 04  2 
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 
The qualifying learner is capable of ensuring that the vehicle is fixed right first time and that a customers concerns and requirements are dealt with while feeding the necessary information back to the responsible personnel to ensure systemic improvements. 

UNIT STANDARD RANGE 
Context
Within motor sales and support services

Level
A learning programme leading to the award of this unit standard should develop learners who demonstrate:
(a) A foundational knowledge base as indicated in the embedded knowledge component
(b) An understanding of the discipline/field`s fundamental terms, rules, concepts and principles
(c) Familiarity with some of the essential procedures, operations and techniques of this field
(d) An ability to use a range of procedures to solve routine problems
(e) Basic information gathering, analysis and presentation skills
(f) An ability to communicate and present information clearly and reliability following prescribed formats and conventions 

Specific Outcomes and Assessment Criteria: 

SPECIFIC OUTCOME 1 
Explain and apply the quality standards of a motor dealership. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. The quality policy of the dealership can be described. 

SPECIFIC OUTCOME 2 
Recognise and describe sub-standard quality. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Specific sub-standard incidences can be identified and described. 

SPECIFIC OUTCOME 3 
Record, correlate and interpret incidents of sub-standard quality. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. The necessary forms can be completed. 

ASSESSMENT CRITERION 2 
2. These are summarised. 

ASSESSMENT CRITERION 3 
3. Conclusions on causes and effects can be arrived at. 

SPECIFIC OUTCOME 4 
Communicate statistical interpretations of sub-standard quality incidents. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Reports to communicate sub-standard incidents can be completed. 

ASSESSMENT CRITERION 2 
2. These are submitted timeously. 

SPECIFIC OUTCOME 5 
Coach adults in on-the-job situations to achieve quality standards. 

ASSESSMENT CRITERIA 

ASSESSMENT CRITERION 1 
1. Technicians and other frontline service personnel continuously improve in performance. 


UNIT STANDARD ACCREDITATION AND MODERATION OPTIONS 
The standard describes competent performance in ensuring that the vehicle is fixed right first time and that a customers concerns and requirements are dealt with, and lay down the criteria by which competence should be judged, as well as the range of circumstances in which competence should be demonstrated.

Integrated assessment methods and tools will allow the candidate to demonstrate that she/he has acquired knowledge of and can safely and effectively apply competence identified in this unit standard.

These tools include the following:
  • In-situ (on-the-job) observations
  • Role-play simulations
  • Structured group discussions
  • Written reports (e.g. tests, exams, case studies, projects, registers, logbooks, workbooks)
  • Verbal report backs (presentations)
  • Portfolios of evidence
  • Projects (physical visits to Government Departments)
  • Experiential learning
  • Working in teams
  • Scenario sketching

    These methods must be carefully selected based on the purpose of the assessment (for example, the written method of assessing knowledge or on-job demonstration of practical competence). The assessment must integrate a number of different methods in order to give the assessor reliable and valid proof of competence and evidence of required attitudes.

    Candidates are assessed against these assessment criteria. Currently employed candidates are observed carrying out their normal work duties by an assessor. They may also be asked to carry out simulated tasks and to answer written and/or oral questions. Candidates studying towards a Unit Standard, and who are not currently employed, will also be assessed using variety of assessment tools.

    Training providers offering the qualifications, or part thereof, shall be accredited in terms of the criteria laid down by the relevant SETA/ETQA.

    Qualified Assessors will be appointed by the training institutions offering the qualifications and must be registered and accredited with the relevant SETA/ETQA.

    Requirements of a portfolio

    Valid, reliable and authentic evidence (presented as a portfolio of evidence) from past achievements and experience which serves to supplement the assessment of applied competence.

    The portfolio may include inter alia:
  • Written statements from persons (e.g. current and/or previous employer, colleague, peer, manager, external customers) confirming competence of the learner
  • Relevant certificates or awards
  • Previous assessment records
  • Journals/logbook 
    		•

    UNIT STANDARD ESSENTIAL EMBEDDED KNOWLEDGE 
    Organisational quality policy regarding sub-standards
    Recording of trends
    Basic statistics
    Coaching and mentoring 


    Critical Cross-field Outcomes (CCFO): 

    UNIT STANDARD CCFO IDENTIFYING 
    Identify and solve problems in a critical and creative way in ensuring that the vehicle is fixed right first time and that a customers concerns and requirements are dealt with. 

    UNIT STANDARD CCFO WORKING 
    Work effectively with others as a member of a team when ensuring that the vehicle is fixed right first time and that a customers concerns and requirements are dealt with. 

    UNIT STANDARD CCFO ORGANISING 
    Organise and manage oneself and one`s personal activities responsibly and effectively. 

    UNIT STANDARD CCFO COLLECTING 
    Collect, analyse, organise and critically evaluate information when ensuring that the vehicle is fixed right first time and that a customers concerns and requirements are dealt with. 

    UNIT STANDARD CCFO DEMONSTRATING 
    Understand and apply a range of office management-related techniques, procedures and experimental approaches required in the different specific programmes leading up to this qualification. 

    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  21003   National Certificate: Motor Sales and Support Services  Level 4  NQF Level 04  Passed the End Date -
    Status was "Reregistered"     		 2008-11-26  Was MERSETA until Last Date for Achievement 


    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.