ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 33.2 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.Clarification:It is possible that for a specific reason, usually financial, the customer does not accept theproposals. The applicant organisation should have procedures in place to ensure that therecommendation and the changes requested by the customer are recorded and supplied tothe customer. This is of particular importance in terms of meeting service deliveryrequirements and employee safety.The assessor should also be aware of and encourage the organisation to be advising thecustomer on such things as the introduction of technology both in support areas and thoseareas linked to service delivery.Ref: ISO9001; BS7984; BS7499; BS7960; BS7872Linkages with other Indicators:1.2.2 Goals, objectives and targets are clearly visible for all levels of the organisation.1.3.1 A plan for the business exists with a clear review schedule.2.1.1 Key service delivery processes have been identified and are understood by all.2.3.1 The organisation understands its customers’ requirements.3.3.1 A process for ongoing customer site visits has been defined and implemented.5.2.5 Service enhancing technology is used to improve service delivery to customers andsafety for employees.7.1.3 Managers and directors responsible for processes and key personnel can demonstratean understanding of procedures.9.2.1 The regular review of performance against responses from customer opiniongathering.67The 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.