ACS Assessor Guide - Security Industry Authority

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ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 2Criteria 2 – Processes2.3 An SIA Approved Contractor can demonstrate that it has processes in place to identify customer needs.2.3.1 The organisation understands its customers’ requirements.Required Achievement LevelThe organisation conducts ‘factfinding’ discussions with newcustomers to identify theirrequirements.All aspects of the previouscolumn plus:The organisation contacts or meetswith its customers to: clarify requirements following acomplaintAll aspects of the previouscolumn plus:The organisation also contacts ormeets with its customers to: discuss ongoing requirements discuss changes to existingrequirementsAll aspects of the previouscolumn plus:The organisation has regular,meetings with all customers.All employees at a customer siteare fully aware of that customer’srequirements.All aspects of theprevious column plus:There are procedures in place tomonitor the awareness ofemployees of customerrequirements.38The 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 22.3 An SIA Approved Contractor can demonstrate that it has processes in place to identify customer needs.2.3.1 The organisation understands its customers’ requirements.Clarification:The ACS Standard requires that applicant organisations meet regularly with customers in linewith their requirements to discuss their ongoing requirements and any potential changes.These meetings must be documented in some way. The frequency of these meetings is solelydependent on the needs of the customer and it is possible that the applicant meets with thecustomer once a year. In some sectors, such as Vehicle Immobilisers, it may be possible thatthe customer does not require frequent meetings. In such cases the assessor should seeevidence to confirm this either through documentation at the applicant site or throughdiscussions with selected customers.If these meetings are not documented then assessors need to challenge the applicant tosatisfy themselves how key information, from meetings with customers, is fed back into theorganisation and resulting actions are carried forward.Employees should be fully aware of customer requirements at the sites worked. This shouldbe tested through discussions with selected employeesRef: ISO9001; BS7984; BS7499Examples could include: Assignment instructions reflect customer requirements.Good practice: Assignment instructions are developed in conjunction with the customer and signed off bythe customer. Assignment instructions include added value for the customer. Photographic details of customer sites are included within assignment instructions.Linkages with other Indicators:2.4.2 Customer and consumer performance indicators and service level agreements havebeen established.3.2.1 Professional advice is offered to customers on the best approach to meet their needs.3.2.2 An approach to responding to tender/requests for services exists and is implemented.3.3.1 A process for ongoing customer site visits has been defined and implemented.9.1.1 The regular review of performance against service level agreements and/or keycustomer performance indicators.39The 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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