ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 99.6 An SIA Approved Contractor can demonstrate that it measures and improves performance against key outcomes and financial indicators criticalto the business.9.6.1 The regular review of performance against success factors and key financial indicators critical to the business.Clarification:This Indicator focuses on how the applicant organisation knows that its processes aredelivering the desired outcomes. e.g. how effective are these processes? Are processesachieving what the organisation wants them to achieve? How successful is the organisation?Organisations should be able to provide examples of actual results or outcomes achievedagainst their own targets and against industry benchmarks.Some analysis of trends over time should also be carried out.Examples could include:Financial outcomes such as: Turnover net profit sales meeting of budgets cash flow costs depreciationNon financial outcomes: market share success rates on tenders contract retention customer visits e.g. % of planned visits achieved customer complaints e.g. speed of resolution level of customer satisfaction e.g. from surveys, what level is achieved against target percentage of licensable staff with an SIA licenceGood practice: Use of charts and graphs to illustrate performance against targets. Publication and sharing of information to all employees and customers. Publicity around key successes.Test:Discussion with Managing Director and where applicable other management personnel suchas the Finance Director as to what measures are maintained and the outcomes achieved.Review of results provided.Linkages with other Indicators:1.2.1 Critical success factors have been clearly identified and internal measures are in placeto monitor progress towards achievement.1.2.2 Goals, objectives and targets are clearly visible for all levels of the organisation.1.3.1 A plan for the business exists with a clear review schedule.211The 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.