ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 3Criteria 3 – Commercial Relationship Management3.2 An SIA Approved Contractor can demonstrate how it offers professional advice to its customers on the delivery of appropriate services consistentwith the organisation’s strategy and business ethics.3.2.1 Professional advice is offered to customers on the best approach to meet their needs.Required Achievement LevelProfessional advice is offered tocustomers on an ad-hoc basis.It is possible for any employee tooffer advice to a customerregardless of their level ofexperience and training.All aspects of the previouscolumn plus:There is some consultation withappropriate personnel who aresufficiently skilled to give advice.Discussions are held with potentialcustomers on how best to meettheir needs as part of the tenderingprocess.These discussions are conducted byappropriate personnel who areexperienced and qualified to ensurethe appropriate alignment of thecustomer requirements.When a customer specifies a levelof security that is not, in theopinion of qualified personnel,appropriate, then the resultinglimitations to the service deliveredare communicated to the customer.All aspects of the previouscolumn plus:Discussions are held with existingcustomers when contracts are duefor renewal to ensure the serviceoffered is still the most appropriate.There are defined procedures inplace for qualified personnel tooffer advice to customers.All discussions focus on:• ensuring the advice is relevant tocustomer needs• developing the service offered tothe customerCustomer opinion of the advicegiven is sought and the lessonslearned are fed back asimprovements to the process.All aspects of theprevious column plus:Any changes to therecommendations made areexplained and documented.The use of technology isencouraged to better meetcustomer needs.66The 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.