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.2.4.4 All procedures are regularly reviewed.Clarification:Procedures relating to service delivery should be reviewed regularly to ensure ongoingrelevance to the requirements and their effectiveness in delivering satisfactory and improvingperformance.Ref: ISO9001; BS7499Examples could include: evidence that the applicant organisation questions the ongoing validity and relevance of itsprocedures, particularly at the start, renewal and end of a contract.Good practice: All procedures are reviewed at least annually. Employee feedback is gathered on effectiveness of procedures.Linkages with other Indicators:2.5.1 Plans exist to improve procedures, based on the review of actual performance.2.5.2 Procedures for the implementation of changes are in place and used.7.1.3 Managers and directors responsible for processes and key personnel can demonstratean understanding of procedures.7.1.4 Leaders review key results and ensure that improvements are planned andimplemented.7.4.1 Leaders are involved in improvement activity.51The 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.