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. Academy of Management and Entrepreneurial Excellence 
    4. ACME Institute of Training 
    5. Africa Institute For Public Administration 
    6. Africa Rising Advisory Services Pty Ltd 
    7. African Divas 
    8. AfroXpert Performance Developement cc 
    9. Akadon Trading (Pty) Ltd 
    10. Akanani Consulting (PTY) LTD 
    11. Akili Training 
    12. Aldabri 106 Institute for Quality Pty Ltd 
    13. Alpha Business Consultants 
    14. Alpharide 
    15. Amabamba Recruitment 
    16. Amangile Academy (Pty) Ltd 
    17. Amelron General Business Enterprise 
    18. Aphro Collective 
    19. ARNL Construction Development Projects 
    20. Asiphokuhle Training and Research Institute 
    21. AVAX SA 481 CC. T/A Mandisa Development Services 
    22. Ayandona Manufacturing and Distribution (Pty) Ltd 
    23. Bashumi Consulting 
    24. Bayden Pty LTD 
    25. Bephaswana Skills Development (Pty) Ltd 
    26. Bettes - Types Trading and Projects 
    27. Black Bull Consulting 
    28. Black Expression Consulting 
    29. BO Support Services CC 
    30. Bo-Ndu Traiding 
    31. Boikgalaletso Skills Development 
    32. Boikgantsho Consulting & Events 
    33. Bonolo Training Institute 
    34. Botlhale Business Consulting 
    35. Botlhokwa Events and Projects 
    36. Break The Chains Development Services 
    37. Bright Day Consultancy 
    38. Bright Ideas Projects 2905 cc 
    39. Business Edge Consulting and Training 
    40. C Ngubane & Associates Inc. 
    41. Canterbury General Services 
    42. CB Willemse Training 
    43. CCG Systems 
    44. Central Bridge Trading 109 
    45. Centre For Municipal Research And Advice 
    46. Concepts of Sustainable Management (CSM) 
    47. Continuing Education Programme 
    48. Crack Down Pest Control Services 
    49. Cre8ive Organisational Development 
    50. Creative Venture Joint Trading and Projects 
    51. CTC College(PTY) LTD. 
    52. Dabulamanzi Njabulo Ndaba Consulting cc 
    53. Danearl (PTY) LTD 
    54. Dean Institute Of Learning (Pty) Ltd 
    55. Delbra Innovative Consultancy 
    56. Dependable Consulting (Pty) 
    57. Ditirelo Skills Development Services 
    58. Ditlou Sons and Daughters 
    59. Divhani Environmental and Engineering Solutions 
    60. Eastern Rose Enterprise 
    61. EBUS-TECH Consulting (PTY) Ltd 
    62. EHSQ System Matter 
    63. Elective Training Institute Enterprise CC 
    64. ELIJAH BARAYI MEMORIAL TRAINING CENTRE 
    65. Engakimi Pty LTD 
    66. ENVIRO MOBI PTY LTD 
    67. Envirogreen 
    68. Esehlula Bashuki 
    69. Essence Human Development (Pty) Ltd 
    70. Ethembeni Multi Service Enterprise (Pty) Ltd 
    71. Eukon Engineering and Projects 
    72. Excellent Minds Institute (Pty) Ltd 
    73. Execuprime Business College (Pty) Ltd 
    74. Explicit Communications 
    75. Fabulous City Trading 
    76. Fire Protection Association of Southern Africa 
    77. Furniture World Training Centre 
    78. Gauteng Association Of Local Authorities 
    79. Giamanje TVET College 
    80. Giant Alive Services 
    81. Giggs Creations 
    82. Global Care Trading 100 CC 
    83. Global Centre for Academic Research 
    84. GNL Consulting Services 
    85. Gogone S Trading & Projects 
    86. Goitsikitso Enterprise Trading 
    87. Golden Rewards 2192 CC 
    88. Great Innovation Services 
    89. Green Gain Consulting (Pty)Ltd 
    90. Growth Management Consulting 
    91. Gugulethu Management & Training Consultancy 
    92. Gwala Training Insitute 
    93. Hanyeleni Business Enterprise 
    94. His Mercy Learning Academy 
    95. Hlombe and Associates 
    96. IALE School of Advanced Learning Education 
    97. Ibusaphi Trading (PTY) LTD 
    98. Ikwanda Customs Consultants CC 
    99. Iliso Investment holdings (Pty) Ltd 
    100. Inkcubeko YakwaNtu Trading 
    101. Inkqubeko Investment (Pty) Ltd 
    102. IQ Skills Academy (PTY) LTD. 
    103. Isibeleko Fast Forward Network 
    104. Itumeleng Wellness Solutions 
    105. Izicwe Consulting 
    106. Jayleen Financial and Advisory Services 
    107. Jerisi Development Propeller NPC 
    108. JLD Institute 
    109. JNUTO Trading and Projects 
    110. Jobafrik Consulting 
    111. Johsie Enertprise 
    112. Josmap Training Institute 
    113. JTM Empowered 
    114. July GM Holdings 
    115. K and Z Projects Training and Development 
    116. K-Leng Touch, Events and Skills Development 
    117. Kamanga Skills Projects 
    118. Karabo Ya Karabo 
    119. Katlego Strategies and Solutions 
    120. Kegatilwe Construction & Projects 
    121. Kelsey Events and Business Consulting 
    122. Keptel 
    123. Kernel Management and Consulting (PTY) LTD. 
    124. Keydimensions Risk Solutions 
    125. Kgakishe Trading and Projects (PTY) LTD 
    126. Kgotla Trading Enterprise 
    127. Khehli Institute 
    128. Kholo Trading Enterprise 
    129. KOKANO PROJECTS PTY LTD 
    130. KTMO Business Solutions 
    131. Kwa Nxamalala Computer College 
    132. Kwazulu Skills Academy 
    133. KWEM Management Solutions 
    134. KZN Tourism Training 
    135. Leadership Institute of South Africa 
    136. Lelethu Training (Pty) Ltd 
    137. Letna Holdings 
    138. Letsete Behub 
    139. Lewerb Holdings (PTY) Ltd 
    140. Lindasande General Trading 
    141. Lindo Training and Services 
    142. Lisolethu Consulting PTY LTD 
    143. Londimvelo Consultants 
    144. Longo Ru Rixaka 
    145. Luruli Consulting and Projects 
    146. Lwazi Community Facilitator 
    147. M.I.C. Training and Development 
    148. Mabuya Amahle Trading 
    149. Madingoane and Family Construction 
    150. Maile Consulting 
    151. Makgoka Development Facilitation (PTY) Ltd. 
    152. Makhuva Consulting 
    153. Makoti Skills Development Solutions 
    154. Makuka Investment Group 
    155. MANCOSA Pty (Ltd) 
    156. Mangalani Business Enterprises 
    157. Manpower Skills Academy 
    158. Maqhawe College 
    159. MARS Business Consulting 
    160. Masnas 
    161. MATEPE INVESTMENTS (PTY) LTD 
    162. Mathye and Ditlou Dynasty Corporate 
    163. MCBirds Consulting 
    164. Mcebo Technologies 
    165. Mega Phase Trading 
    166. Mementos Training Pty Ltd 
    167. Meridian Capacity Building Corporation (Pty) Ltd 
    168. Mgwezane Training and Events Management CC. 
    169. Miczo's Enterprise 
    170. Mimoisa Business Solutions CC 
    171. Minotime (PTY) LTD 
    172. MJ Mafunisa Consulting (PTY) LTD 
    173. Mma Maru PTY LTD 
    174. Mmadiolwana Business Enterprise 
    175. Mmage Group 
    176. Mmela Village Technologies 
    177. MML Consulting CC. 
    178. Mod-Mosh Projects and Consulting (PTY) LTD 
    179. Mohlaje Solutions (Pty) Ltd 
    180. Mokgosi Trading CC. 
    181. Mondli Mthemba Consulting Services 
    182. Mortarboard Training Solutions 
    183. Mosako Wa Kitso 
    184. Moving Business Altitudes Consulting 
    185. MTK Corporate Solutions 
    186. MUHANGWENE DEVELOPMENT ENTERPRISE 
    187. Multiple Productive Management Solutions 
    188. Nalengmokoni Investors (Pty) Ltd 
    189. Naphi Training Providers 
    190. Ndwandwe Consultants 
    191. Nemalale Eagles Consultancy CC 
    192. Neopeo Trading & Projects 
    193. Nghano Training and Development Centre 
    194. NGM Skills Transfer 
    195. Nhlahle Development Agency 
    196. NLKN Holdings (Pty) Ltd 
    197. NM Cuts 
    198. Nokusho M Consulting and Trading 
    199. Nomsithi Trading 
    200. Ntokosi Consulting 
    201. Nyankwavi Investment CC. 
    202. Omithombo Management Academy 
    203. Onyx Training Support 
    204. Opelong Business Institute 
    205. Pachedu Skills Solutions 
    206. Pandelani Investment Holdings (PTY) LTD. 
    207. Paneso Development and Trading 
    208. Paramount Training Academy 
    209. PAUL ALLEN DEVELOPMENT PTY LTD 
    210. Peluma Environmental And Training Services 
    211. Performance Booster 
    212. PFIM Trading (Pty) Ltd 
    213. Pioneer Business Consulting 
    214. Pisnah 
    215. Pitt Institute T/A Imithombo Institute 
    216. PKM Skills and Career Development 
    217. PMA Holdings (PTY ) LTD. 
    218. PMG Training 
    219. Power Rush Trading 170 CC. 
    220. Powergate Trading 1040 
    221. Powernexus 
    222. Preamo Project and General Trading 
    223. Princetop Corporative Training (Pty) Ltd 
    224. Pro Jentibus Sports Development NPC 
    225. Progressive School of Business and Engineering (Pty) 
    226. PTP Integrated 
    227. Pudi's Educational Services And Youth Development 
    228. Qabuka-Vuka Development Trading 
    229. Rankadi Consulting 
    230. RCG Markets 
    231. Reflections Development Institute 
    232. Regent Business School (Pty) Ltd t/a Regent Business School 
    233. RME Projects 
    234. SA Campus 
    235. Sasalethu Consulting and Associates 
    236. SAZM TRADING AND PROJECTS PTY LTD 
    237. Sebenzisanane Human Capital 
    238. Seqebo Training and Counselling 
    239. Setaki Trading and Projects (Pty) Ltd 
    240. Sijongo Trading CC 
    241. Silalele Consulting CC. 
    242. Siletha Consultant 
    243. Siphephelosolwazi Skills Development Initiative CC. 
    244. Sithole Griffin & Associates (SGA) 
    245. Siyakhulisa Leadership Academy 
    246. Siza Nesu Training and Consultants 
    247. Skeelz Learning And Development Consultants (PTY) LTD 
    248. Skills Fly Consulting Group Pty Ltd 
    249. South African ABET Development Agency SAADA 
    250. South African Governance and Business College 
    251. South African Technological Academy 
    252. SPG Promotions and Distributions CC 
    253. SSEH PTY LTD 
    254. Starplex 489 cc 
    255. Straightmap (PTY) Ltd 
    256. Suthu Consulting and Skills Development 
    257. SWARANANG MANAGEMENT CONSULTING CC 
    258. T Mabuya Associates Pty Ltd 
    259. Tachfin Holdings 
    260. Talent Centre Training 
    261. Tankimo Trading (Pty) Ltd 
    262. Tasc Business Consulting and Training 
    263. TCNS Resources (PTY) Ltd 
    264. Team Dynamix 
    265. TGH Traders 
    266. The Chosen Consulting Services 
    267. The Crimson CO CC. 
    268. The Legacy Four 
    269. Thebu Financial & Management Services 
    270. Thekwini College 
    271. Thinking Mind Trading 
    272. Thubelihle Graduate Institute 
    273. Thuto Lere Community Empowerment Programme 
    274. Tidimatso Trading 
    275. Tloumogale Business Development & Consulting 
    276. TM Coaching 
    277. Tradesman Consulting and Training Solutions 
    278. Training at Work (Pty) Ltd 
    279. Transgeneracion Consulting 
    280. Triads Management Services 
    281. Tsebong Training Centre 
    282. Tshamutengo General Dealers CC. 
    283. Tshepang Consulting & Project 
    284. Tsoga re dire Holdings (Pty) Ltd 
    285. Tummo Development Enterprise 
    286. Tuns Trading and Projects (Pty) Ltd 
    287. Ubuholi Bendabuko Capacity Building (PTY) Ltd 
    288. Ubuqhawe Consulting (Pty) Ltd 
    289. Ukhamba Quality Skills 
    290. Umlando Projects Pty LTD 
    291. Unakho Business Solutions 
    292. Unctionized Business Enterprise 
    293. Ursivox Interactive Systems 
    294. Uweso Consulting (Pty) Ltd 
    295. Vantage Training 
    296. Venus Maintenance and Supply Services 
    297. Vibra Skills CC. 
    298. Victorious Training Institute 
    299. Visionary Academy 
    300. Vumilia Africa Group 
    301. Wag Consulting 
    302. Wantshela Consulting 
    303. Watera Trading and Projects 
    304. Wongintuthuko Projects 
    305. World Pace Development and Training Institute 
    306. Ya Hina Management Consulting and projects 
    307. Zanda Izifiso Ezinhle 
    308. ZJ Africa Learn (pty)Ltd 
    309. 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.