ACS Assessor Guide - Security Industry Authority

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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.3.2.3 A process for canvassing and obtaining new business exists and is implemented.Required Achievement LevelNew business is obtained in an adhocmanner.The organisation has a well definedprocess for canvassing and obtainingnew business.The process is based around ethicalbehaviour and integrity. It clearlylinks to the approach to business ofthe organisation. All aspects of the previouscolumn plus:The process for canvassing andobtaining new business is consistentwith the plans for the business.In canvassing and tendering forbusiness the organisation highlightsthe benefits of using SIA ApprovedContractors. All aspects of the previouscolumn plus:The company makes use ofapproaches such as networking atindustry events and local businessforums.The company reviews unsuccessfulbids and learns lessons for futuretendering.70The 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 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.3.2.3 A process for canvassing and obtaining new business exists and is implemented.There should be an approach in place for obtaining new business that is planned, with thetype of customer being identified. The approach should then be developed in a wayappropriate to the target audience.Within smaller organisations obtaining new business may be more opportunistic but theassessor should still see evidence of a planned and targeted customer base to ensure thatservice delivery can be attained.It is possible that the strategy of the organisation is not go out and seek newcustomers/sectors. All that may be in evidence is a process for extending contracts withexisting customers. This should be tested through the review of the plan for the business.There should be a process for how the organisation intends to achieve its stated aim.Box 2 seeks to address bad practice that has been highlighted to the SIA where organisationsactively seek out the employees of its competitors to win business. Canvassing is conductedby negatively discussing the competitor rather than by adding value to the service provided.Ref: ISO9001; BS7960; BS7499; BS7984Good practice: Networking, especially with other agencies. E.g. working with local crime reduction groups,or local business groups. Being on approved supplier lists. Exploiting potential with customers who have additional or future security needs e.g.identifying new construction sites, following up with tenant customers. Developing links with local traders- offering them a discount to create a win-win situation Offering discounts for local traders.Assessors should verify that the organisation does not make misleading claims aboutmemberships, certifications, approvals, accreditations, and/or affiliation on promotionalmaterial, including websites. Similarly claims of previous experience, history, or clientsshould be tested. Further guidance can be found on the Misuse of Trademarks Guidancenote on the assessor page.Linkages with other Indicators:1.2.1 Critical success factors have been clearly identified and internal measures are in placeto monitor progress towards achievement.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.4.4.1 There is sufficient insurance cover to meet contractual requirements.6.1.1 There is a defined and implemented recruitment policy.6.1.2 Defined employee training, development and improvement policy and procedures arein place, implemented and communicated.6.5.1 The organisation adheres to the Working Time Directive.7.1.1 Leaders can demonstrate, relevant to sector, knowledge of the legislative framework,common law, working practice, and industry standards/codes of practice.7.1.3 Managers and directors responsible for processes and key personnel can demonstratean understanding of procedures.9.1.1 The regular review of performance against service level agreements and/or keycustomer performance indicators.71The 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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