RCSA Service Delivery Standard

The RCSA Service Delivery Standard (RCSA SDS) is a quality management standard. It has been developed as an industry standard by the RCSA (Recruitment and Consulting Services Association). The RCSA is the peak industry body for the recruitment industry in Australia and New Zealand. This standard sets a benchmark amongst quality management standards for the highest quality service and operational efficiency in the recruitment industry in Australia and New Zealand.

A growing number of Members of the RCSA are now achieving certification in this Standard either as an alternative or complementary to the more widely known ISO 9001:2008 Quality Management Standard.

The RCSA Service Delivery Standard (RCSA SDS:2010) is built on internationally recognised standards, including the Quality standard, but has been designed to reflect the general requirements of services industries and the specific requirements of recruitment industry in particular.

While the RCSA SDS:2010 is similar to the Quality standard in that both require a well defined and controlled management system, in a number of areas the RCSA SDS is more demanding. For example, the RCSA SDS includes specific requirements around recruitment practices including reference checking, candidate and client management, safety management and privacy controls. It also sets best practice for service businesses by specifying a range of management controls such as business planning, service delivery planning, complaints management, customer data management, staff training, and service design.

The RCSA SDS:2010 is based on the simple but powerful concept of the Service Delivery Loop. The Loop describes a dynamic interaction consisting of the service promise you make to the market; the processes which support the delivery of the promise; and feedback from customers to ensure they are receiving the type and level of service they expected to receive.

The certification process for the RCSA SDS:2010 is very similar to that of other standards, with a 3 year certification period and regular surveillance audits during that time.

Whilst the RCSA SDS:2010 standard is not as well known in the market as the AS/NZS ISO 9001 Quality Management standard, market recognition is growing. Recently the Supplier Quality Management Certification Services unit in the Queensland Government conducted a due diligence exercise on the RCSA SDS to assess its acceptability as an alternative to the ISO standard. Its findings were "... the RCSA Service Delivery Standard surpasses the requirements of the AS/NZS ISO 9001:2008 Quality Management Standard through being very specifically focused on the recruitment industry." To see the full response click on this link to the Qld Govt. assessment letter on RCSA SDS.

Certex specializes in providing certification services to recruitment and other professional service industries. The RCSA SDS quality standard can be adopted either on its own or as part of an integrated management system including AS/NZS ISO 9001, the RCSA SDS, NSW Health standard or others.