ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 11.2 An SIA Approved Contractor can demonstrate clear policies for the delivery of service to required standards.1.2.2 Goals, objectives and targets are clearly visible for all levels of the organisation.Please refer to the Glossary in section 5, for a definition of: GoalsClarification:The key aspect of this indicator is the flow down from the role, purpose or mission, throughcritical success factors and measures to specific goals and objectives throughout theorganisation. Whilst mission and critical success factors are not required to be documentedthe challenge for any organisation is to ensure that individual or team goals and objectives areunderstood and achieved.The assessor should determine how this happens if they are not documented. However, if anorganisation can satisfy you that this understanding exists without the need to havedocumented goals and objectives then this should be explained in your final report. The goalsof the organisation may not necessarily be as expected. For example, reduction of operatingcosts may be prioritised as a higher requirement than improving quality of service.The prioritisation of the goals and objectives is not important to ACS approval providing thatthere is a balance/range of goals and objectives that include such things as quality of service,employee considerations and the linkage with overall approach to business can bedemonstrated.Goal setting within a smaller organisation will be less formal however it should still exist. Itmay be targeted more around the service delivery aspect of the business but all employeesshould know and understand the goals and objectives of both the organisation in general andthe customer contracts they particularly work on.Examples could include:Different parts of the organisation would have different goals, objectives and targets butthey would all link into the overall goals and objectives of the organisation.For example: a person who looks after the payment of wages would have objectives and targets aroundaccuracy of the wages and payment on time. a frontline member of staff would have objectives and targets relating to the achievementof customer requirements as laid out in assignment instructions.Ref: ISO:9001Good practice: Individuals understand how their individual performance contributes to the organisation’soverall goals/objectives. Company goals are included in assignment Instructions. Goals are covered as part of the appraisal process.Linkages with other Indicators:All areas of the Results criterion.25The 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.