The Service Delivery Standard (RCSA SDS) is built on internationally recognised standards. It has been specifically developed to suit the requirements of the recruitment industry.

There are many similarities between the RCSA SDS and ISO 9001 Quality Management System, the most important being that both standards require a quality type of management system that is maintained with continuous improvement. One of the differences between the standards is that RCSA SDS focuses on recruitment practices such as employment screening and placement management. Also, underpinning the Standard are the principles and values outlined in the RCSA Code for Professional Practice.

RCSA SDS is based on the simple but powerful concept of the Service Delivery Loop. This Loop is based around three key elements:

• Service Promise:
  
  This is the promise you make to your customers. Having a clear Service Promise is essential as it sets the expectations of your customers. In defining your service promise you should understand who your customer is, what services you deliver and how, the benefits you bring to your customers and how you are differentiated in the market.
  
• Service Delivery:
  
  Your internal systems should be designed to deliver the Service Promise. Your internal systems include policies, procedures, resources and IT systems. It includes both management level functions and operations. Your staff should be fully trained in what to deliver and how to deliver it. Your objective is to deliver your services consistently and reliably.
• Feedback:
  
  Finally, collect feedback so you can check that your customers are getting what they expected. If there is a problem is may be the Service Promise is unclear or that Service Delivery is not working as it should. Keep abreast of changes in customer requirements so you can update the Service Promise and stay with - or keep ahead - of the market.