ACS Assessor Guide - Security Industry Authority

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ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 9Criteria 9 – ResultsAn SIA Approved Contractor measures, understands and improves its achievements in relation to all stakeholders and adopts a continual improvement policy.9.1 An SIA Approved Contractor can demonstrate that it measures and improves performance against key customer and consumer indicators.9.1.1 The regular review of performance against service level agreements and/or key customer performance indicators.Required Achievement LevelPerformance against service levelagreements and key customerperformance indicators is notregularly reviewed.The number of measures is notsufficient to give a true picture ofperformance.Performance is reviewed on acontract by contract basis.Measures cover all key aspects ofthe services provided to customers.Reasons for shortfalls inperformance are understood.There are examples ofimprovements in performance.Performance against service levelagreements and key customerperformance indicators is regularlyreviewed.Measures cover all key aspects ofthe services provided to customers.The results show positive trendsand/or sustained good performancefor the period of time the measurehas been in place.Improved performance has takenplace in the areas targeted forimprovement.Reasons for shortfalls inperformance are understood.All aspects of the previouscolumn plus:All measures have targets. Theseare either met or the reasons forshortfalls in performance areunderstood and are beingaddressed.All aspects of theprevious column plus:Comparisons of performance aremade with relevant organisationsinside and/or outside of thesecurity industry.Performance comparesfavourably.External comparisons arerelevant for promoting learningand improvement.198The contents of this publication are copyright ©2013 Security Industry Authority, all rights reserved. No part of the contents may be reproduced or transmitted in any form, by any means without prior written permission of the copyright owner.
ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 99.1 An SIA Approved Contractor can demonstrate that it measures and improves performance against key customer and consumer indicators.9.1.1 The regular review of performance against service level agreements and/or key customer performance indicators.Clarification:This is a results indicator where the applicant organisation can provide quantitative measuresrelating to service delivery. Measures should be in place to demonstrate how well theorganisation and employees deliver to customer requirements. Without quantitativemeasures in place the applicant organisation can not demonstrate positive trends and/orsustained good performance or improvements in performance.Test:Discussion with Managing Director and where applicable other management personnel suchas the Operational Director as to what measures are maintained and the outcomes achieved.Review of results provided.Examples could include: performance indicators within a service level agreement compliments and complaints duration of relationship customer retention new and lost business effective recommendationLinkages with other Indicators:1.2.2 Goals, objectives and targets are clearly visible for all levels of the organisation.2.1.1 Key service delivery processes have been identified and are understood by all.2.4.2 Customer and consumer performance indicators and service level agreements havebeen established.3.3.2 A customer complaints procedure is in place and implemented.3.4.2 An approach to the management of consumer contact is in place and implemented.199The contents of this publication are copyright ©2013 Security Industry Authority, all rights reserved. No part of the contents may be reproduced or transmitted in any form, by any means without prior written permission of the copyright owner.
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ACS Assessor Guide - Security Industry Authority

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