ACS Assessor Guide - Security Industry Authority

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.