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SAQA 120310 - SAQA

SAQA
Course

Public Financial Management (CPUD191/PUBA 806 )

12 Documents
Students shared 12 documents in this course
Academic year: 2022/2023
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University of Limpopo

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All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.

SOUTH AFRICAN QUALIFICATIONS AUTHORITY

REGISTERED UNIT STANDARD:

Apply client service techniques to improve service delivery

SAQA US ID

UNIT STANDARD TITLE

120310 Apply client service techniques to improve service delivery 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 5 Level TBA: Pre- was L

6

REGISTRATION STATUS REGISTRATION

START DATE

REGISTRATION

END DATE

SAQA DECISION

NUMBER

Reregistered 2018-07-01 2023-06-30 SAQA 06120/ LAST DATE FOR ENROLMENT

LAST DATE FOR ACHIEVEMENT

2024-06-30 2027-06-

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 use of public assets to render services to the communities. This Unit Standard contributes to the development of management skills of 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 appropriate knowledge, skills and values to employ client service techniques that are suited to varying customer behaviour and characteristics.

The qualifying learner is capable of:

  • Analysing the relationship between service communication and client behaviour and characteristics.
  • Applying client service techniques.
  • Applying client techniques to high-risk customer relations.
  • Applying professional conduct in service provision.

LEARNING ASSUMED TO BE IN PLACE AND RECOGNITION OF PRIOR LEARNING

It is assumed that learners are competent in:

  • Communication at NQF Level 4.
  • Mathematical Literacy at NQF Level 4.

UNIT STANDARD RANGE

N/A

Specific Outcomes and Assessment Criteria:

SPECIFIC OUTCOME 1

Analyse the relationship between service communication and client behaviour characteristics.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Differing client behaviour and characteristics are described in relation to the Public Service context.

ASSESSMENT CRITERION 2

Client service techniques that are applicable to internal and external customers are discussed and detailed in accordance with the Public Service Sector.

ASSESSMENT CRITERION 3

Client service techniques to ensure effective communication with differing customer types are selected according to Public Service requirements.

ASSESSMENT CRITERION 4

Feedback and reporting processes that provide for service are described in relation to how they impact on clients in varying public sector contexts.

SPECIFIC OUTCOME 2

Apply client service techniques.

ASSESSMENT CRITERIA

ASSESSMENT CRITERION 1

Sources of communication difficulties and obstacles with internal and external clients are identified according to the Public Service Sector.

ASSESSMENT CRITERION 2

Service provider's behavioural style is adapted to suit different client behaviours in accordance with organisational guidelines.

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 learner must demonstrate an understanding of:

  • The Public Services Act
  • The Municipal Systems Act and the Municipal Structures Act
  • The Promotion of Administrative Justice Act
  • The Promotion of Access the Information Act
  • The Batho-Pele White Paper on Transforming Public Sector Service Delivery
  • Public Finance Management act
  • Information flows within the organisation
  • Client service techniques
  • Communication obstacles and techniques

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 ensure the use of appropriate client service techniques.

UNIT STANDARD CCFO WORKING

Work effectively with others as a member of a team, group, organisation or community to review the impact of client service techniques in a department/organisation.

UNIT STANDARD CCFO ORGANISING

Organise and manage oneself and one's activities responsibly when apply 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 customers.

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

  • Participating as responsible citizens in the life of local, national and global communities by ensuring that service delivery within the public sector is carried out in a responsible and accountable manner.

  • Be culturally and aesthetically sensitive in relating to all internal and external roleplayers across a range of contexts when applying client service techniques.

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 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 67467

National Certificate: Municipal Governance

Level 5 NQF Level 05

Reregistered

2023-

06-

30

As per Learning Programmes recorded against this Qual

Core 58759

National Certificate: Ports and Harbours Level 5

Level TBA: Pre- was L

Passed the End Date - Status was "Reregistered"

2015-

06-

30

TETA

Core 50060

National Certificate: Public Administration

Level 5

Level TBA: Pre- was L

Reregistered

2023-

06-

30

PSETA

Core 57805

National Certificate: Public Sector Employment and

Level 5

Level TBA: Pre- was L

Reregistered

2023-

06-

30

PSETA

  1. Bono Skills Development (PTY) Ltd

  2. Bonstev Consulting and Projects (Pty) Ltd

  3. Broadmind Leadership Development and Training (Pty) Ltd

  4. BROOKLYN CITY COLLEGE (PTY) LTD RUSTENBURG CAMPUS

  5. Cale Developments

  6. Centre for Africa Capacity Building and Development (Pty) Ltd

  7. Century Business Academy

  8. Change Strategies Consulting Services CC

  9. Chartered Institute of Management (Pty) Ltd

  10. Citiview Trading and Projects

  11. College of Cape Town

  12. Commerce Edge South Africa (Pty) Ltd

  13. Conglomerates Institute (Pty) Ltd

  14. CTC College(PTY) LTD.

  15. D and D Lwazi Renaissance Research Development Institute

  16. Dee's Training ( PTY) Ltd

  17. Destiny Management Consultants (Pty) Ltd

  18. Development Bank of Southern Africa (DBSA)

  19. Ditseko Training and Development Services CC

  20. DotCentre Business Consulting

  21. Dzindalo Consulting (Pty) Ltd

  22. E-Login Business Institute (Pty) Ltd

  23. Edutel Public Service Company

  24. Equity Training and Consulting

  25. Ethembeni Multi Service Enterprise (Pty) Ltd

  26. Excellent Minds Institute (Pty) Ltd

  27. Extribyte (Pty) Ltd

  28. Eyamalwandle (Pty) Ltd

  29. Fachs Business Consulting and Training

  30. Falcon Business Institute

  31. Finweb Business Consultancy (Pty) Ltd

  32. Fort Hare Trading Solutions (Pty) Ltd

  33. Free State Training and Development Institute

  34. GATYANA TRAINING ACADEMY

  35. Gatyana Training Academy (Pty) Ltd

  36. Genvio cc

  37. Gleyding Management Institute (Pty) Ltd

  38. Glicam Trading Enterprise

  39. Global Steel Merchants (Pty) Ltd

  40. GOBELA CONSULTING

  41. Harvestine Investments (Pty) Ltd

  42. Harvitex cc

  43. HDPSA GROUP (PTY) LTD

  44. Higherway Institute of Learning (Pty) Ltd

  45. iCollege

  46. Immaculate Training and Consulting

  47. Imperium Consulting (Pty) Ltd

  48. Innovative Technology Design

  49. Institute of Busines Management of Southern Africa

  50. Integrated Corporate Skills Solution

  51. Isiphephelo Consultants

  52. Josmap Training Institute

  53. Kcobodo Training Centre (KTC)

  54. Kgaka Kgolo Institute

  55. Khongoloti Training Academy

  56. Khuphula Training Solutions and Trading (Pty) Ltd

  57. KMS College

  58. Kunaku Procurement Solutions (Pty) Ltd

  59. Le - Mark Training and Development Pty (Ltd)

  60. Lead Afrika Consulting (Pty) Ltd

  61. Learncore (Pty) Ltd

  62. Leronsa Trading Enterprise

  63. Letlhokoa Management Services

  64. Lungile Mchunu Consultancy (Pty) Ltd

  65. Lusa Social Enterprenueship Institute (PTY)LTD

  66. Mahayi HRD Services cc

  67. Majuba Technical Vocational Education and Training College

  68. MAS SAFE SECURITY CC

  69. Matabane Professional Accountant

  70. Matash Holdings (Pty) Ltd

  71. Matontech Trading Enterprise

  72. Matprodev Consulting

  73. Matsila Holdings

  74. Maximum Development Institute

  75. Mgwezane Training and Management cc

  76. Milpark Education (Pty) Ltd

  77. Mission Point Trading 69

  78. MMPS Holdings

  79. MOD - MOSH Projects and Consulting

  80. Modern Technical College FET

  81. Mokoai Business Solutions (Pty) Ltd

  82. Molly Malete Productions CC

  83. Mowils Consultants

  84. Mpumalanga School of Government - MPSG

  85. MSC Education Holdings (PTY) LTD

  86. Nare Training and Development

  87. National Skills and Technical College

  88. Ndotha General Trading

  89. Nghunyule Investments

  90. Nkqubela Community Developers

  91. NokushoM Consultancy and Trading

  92. Orbit TVET College

  93. Orchards Graduate School (Pty) Ltd

  94. Pamodzi Training Services

  95. Performance Management Collaborative Africa (Pty) Ltd

  96. Peuneo (Pty) Ltd

  97. Phoka Tshela Projects

  98. Pholo Human Capital (Pty) Ltd

  99. Phunda Maria Consulting

  100. Pioneer Business Consulting

  101. PMA Holdings (PTY ) LTD.

  102. PND Academy of Learning

  103. Poshido Trading

  104. Positive Thinking Consultants cc

  105. Practicon Training

  106. Prestige Leaders Consulting (Pty) Ltd

  107. Primeserv Corporate Solutions

  108. Prodigy Business Services

  109. Profounder Intelligence Management Services

  110. Prosam Consulting Group (Pty) Ltd

  111. Trainyoucan (Pty) Ltd

  112. Transafric Consulting Pty Ltd

  113. TSHWANE METROPOLITAN POLICE DEPARTMENT ACADEMY

  114. Tshwane Training Institute (Pty) Ltd

  115. Tsoelopele Leadership Consulting (Pty) Ltd

  116. Tumpu Trading and Projects

  117. Ukwakhile Projects (PTY) Ltd

  118. Umfolozi College for TVET

  119. University of Pretoria

  120. Vala Nge Bhetshu Human Capital Development (Pty) Ltd

  121. Vuca Institute of Leadership Development

  122. Vumilia Africa Group

  123. Vurhena Business Consultancy

  124. Vusheni Learning Academy

  125. Weinvest Investments

  126. Welas African Kitchen CC

  127. World Pace Development and Training Institute

  128. Yellow Media Publishing Group (Pty) Ltd

  129. Zambezi Accounting (Pty) Ltd

  130. Ziya Investment Holdings Pty Ltd

  131. 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 Qualifications Authority (SAQA) should be acknowledged as the source.

Was this document helpful?

SAQA 120310 - SAQA

Course: Public Financial Management (CPUD191/PUBA 806 )

12 Documents
Students shared 12 documents in this course

University: University of Limpopo

Was this document helpful?
All qualifications and part qualifications registered on the National Qualifications Framework are public property. Thus th
quoted, the South African Qualifications Authority (SAQA) should be acknowledged as the source.
SOUTH AFRICAN QUALIFICATIONS AUTHORITY
REGISTERED UNIT STANDARD:
Apply client service techniques to improve service delivery
SAQA US
ID
UNIT STANDARD TITLE
120310
Apply client service techniques to improve service delivery
ORIGINATOR
SGB Administration
PRIMARY OR DELEGATED QUALITY ASSURANCE FUNCTIONARY
-
FIELD
SUBFIELD
Field 03 - Business, Commerce and Management
Studies
Public Administration
ABET
BAND
PRE-2009 NQF
LEVEL
NQF LEVEL
CREDITS
Undefined
Level 5
Level TBA: Pre-2009
was L5
6
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 use of public assets to render services to the communities.
This Unit Standard contributes to the development of management skills of 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 appropriate knowledge, skills and values to employ client service techniques that are
suited to varying customer behaviour and characteristics.
The qualifying learner is capable of:

Students also viewed

Related documents