ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 22.4 An SIA Approved Contractor can demonstrate that it has processes in place to monitor and manage service delivery to both customers and consumers.2.4.2 Customer and consumer performance indicators and service level agreements have been established.Clarification:All customer contracts should have associated agreed levels of service that are relevant tothe size and complexity of the contract.Plans to ensure improvements in service delivery should exist where there are areas of poorperformance or where targets have been raised to meet new and more demandingcustomer, legislative or other requirements.Where applicant organisations can demonstrate good performance the assessor should lookfor something to be in place that will sustain that level of performance.The requirement of consumer measures is over the achievement level although applicantorganisations should be encouraged to consider putting such measures in place.Ref: ISO9001Examples could include: Performance against targets reviewed during site visits.Good practice: There is intensive monitoring of new contracts to establish level of performance andensure customer expectations are met, say for example 3 months. Consumers given the option of putting their exit passes in either a box that says ‘belowaverage’, ‘good’ or ‘very good’ to indicate satisfaction levelsLinkages with other Indicators:2.3.2 There is an awareness of the impact of service delivery on consumers at all levels ofthe organisation.2.5.1 Plans exist to improve procedures, based on the review of actual performance.9.1.1 The regular review of performance against service level agreements and/or keycustomer performance indicators.47The 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.