Learning Unit 1: Recognise the role one plays in contributing to the organisation’s vision, mission and values

• Organisation Vision
• Mission
• Values
• Service Vision
• Identify your Role in contributing to your organisation’s vision, mission and values
• See significance and impact of your role within service value chain
• Comprehend the standard in which one is required to perform the role and how it affects the realisation of the organisation’s vision, mission and values

Learning Unit 2: Demonstrate service delivery in accordance with the organisation’s vision, mission and values

• Delivery service in accordance with the organisation’s vision, mission and values
• Demonstrating behaviour consistent with the organisation’s branding guidelines
• Methods in delivering service according and in consistent to the organisation vision, mission, values and service vision.

Learning Unit 3: Monitor own performance to ensure consistency with the organisation’s vision, mission and values

• Importance of monitoring performance
• Monitor own performance
• Reflective journals
• Obtain feedback from External customers
• Obtain feedback from Internal customers
• Summary