Customisation is an important part of learning, but only provides for relating of learning to the learner’s home or work environment through the use of relevant examples and case studies. An applied programme is one where training outputs and work products are integrated. The advantages of an applied, customised programme over a generic management qualification include the following:

• Training is not purely academic – training modules are determined both with the institutional and business process requirements in mind as well as the requirements of unit standards
• Portfolio’s of evidence are directly related to work outputs that are required at existing and more senior levels – the application of learning is thus direct & not left to chance. Real skills acquisition and behaviour change can thus be assessed.
• Training outputs and progress can be used as part of performance management e.g. selection of candidates for promotion
• There are generally less complexities over the ownership of training materials as that particular application of customized material can only be truly effective in the environment for which it was customized and applied.

Early in 2008, PSA had the opportunity to develop a set of training modules for managers in the KZN Provincial Legislature. These modules were based on a broad-based competency assessment of all managers, and on the requirements of this Legislature.

In total 11 modules at a NQF 4 level were developed as follows:

• Managing Performance (8 Credits)
• Budgeting and Budget Management (6 Credits)
• Project Design and Management (8 Credits)
• Organizational Planning (9 Credits)
• Leadership (18 Credits)
• Service Level Agreements (No relevant Unit Standard)
• The Voice of the Customer (8 Credits)
• Service Delivery and Recovery (4 Credits)
• Visual Performance Measurement (6 Credits)
• Problem Solving (8 Credits)
• 5S Housekeeping and Document Management (No relevant Unit Standard)

All NQF aligned modules articulate with the FET Certificate: Generic Management NQF Level 4 SAQA Qualification ID 57712. SAQA Unit Standards do not exist for all modules, e.g. 5S & Document Management and there is no relevant Unit Standard which forms part of the abovementioned qualification which relates to handling customer complaints – a competency which, in our view, is critical to service delivery excellence, especially in the public service.

The Service Delivery & Recovery workshop which is included in the proposed programme is, however, aligned to SAQA Unit Standard 252210 “Handle a range of customer complaints” 4 Credits NQF 4. This is a Unit Standard which forms part of FET Certificate: Marketing Level 4, SAQA Qualification ID 59276 and could easily be motivated as an elective.

For more information on applied, customised programmes for the service sector, contact info@psafrica.co.za