ACS Assessor Guide - Security Industry Authority

ACS Assessor GuideSection 4 – Criterion Specific Guidelines: Criteria 3Criteria 3 – Commercial Relationship Management3.3 An SIA Approved Contractor can demonstrate how it manages relationships with customers.3.3.1 A process for ongoing customer site visits has been defined and implemented.Required Achievement LevelCustomer site visits take placeoccasionally.There is no one individualresponsible for conducting the sitevisits for specific customers.There is a process with supportingprocedures for ongoing customersite visits.These detail the frequency of visitsby supervisors.The organisation adheres to theprocedures for some of its keycustomers. All aspects of the previouscolumn plus:The procedures for ongoingcustomer site visits also detail thepurpose of visits by supervisors.The organisation adheres to theprocedures for supervisor visits forall customers. All aspects of the previouscolumn plus:The larger customers have adesignated owner who isresponsible for the management ofthe account.The procedures for ongoingcustomer site visits also includesenior management visits. All aspects of theprevious column plus:Every customer has a predesignated ‘owner’ who isresponsible and accountable forthe successful management ofthat account.The organisation adheres to theprocedures for supervisor andsenior manager visits for allcustomers.72The 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.