BATHO PELE CUSTOMER SERVICE

Unit 1: Explain how the Batho Pele principles apply to own work roles

• Batho Pele principles are explained in the context of the learner’s work situation.
• The purposes of the Batho Pele principles are explained with examples. 
• The implications of the Batho Pele principles are identified for the climate and culture of the workplace. 
• An explanation is given of how the Batho Pele principles are reflected in the way the person does their work. 

Unit 2: Explain how the application of Batho Pele principles determines the way in which work is done

• An explanation is given which demonstrates how the Batho Pele principles should apply to the work of the department in which the individual is employed. 
• The way in which non-application of the Batho Pele principles should be dealt with in the organisation is explained. 
• Organisational consequences of the failure to apply Batho Pele principles in the work of the organisation are understood and explained with examples. 
• Personal consequences of the failure to apply Batho Pele principles in one’s own work situation are understood and explained with examples. 

Unit 3: Identify and describe successful examples of the application of Batho Pele principles in a public sector context

• An example of the successful implementation of Batho Pele principles in a public sector context is identified and an explanation supplied of why it was successful.
• A description is given of how each principle has been applied to the work of public servants in at least three public sector contexts. 
• Typical key success factors in public sector work performance are identified and explained with examples. 
• Batho Pele principles are mapped to key success factors in public sector work performance and the correlations explained with examples. 

Unit 4: Explain why the Batho Pele principles are so important to government and effective service delivery in South African and own organisations

• An explanation is given showing the constitutional importance of the Batho Pele principles to democratic practice in South Africa. 
• An indication is given of how Batho Pele principles could be applied to own department. 
• The links between Constitutional Principles of results driven service delivery and Batho Pele are understood and explained. 
• The links between the legislative framework for service delivery and Batho Pele are understood and explained. 

Unit 5: Batho Pele principles are explained in the public service context

• The public service context encompasses various aspects, such as government, democracy, transformation, and providing services to the ‘customer’ or the general public.