Guard services companies use technology to measure up

Nov 1, 1998 12:00 PM, RICHARD E. MOULTON

Today's re-engineered, right-sized and merged companies are demanding more from their suppliers - including guard services companies. In response, guard services are finding and fixing weak links in their programs.

The performance of uniformed security services may be measured quantitatively or qualitatively. Quantitative measures include property losses, alarm response time and security personnel turnover. Qualitative ratings may be developed for personnel appearance, customer service and how safe client employees feel when working late-night hours.

Quality measurements for uniformed security services will differ according to a company's culture, environment and mission. Safety is important in an industrial setting; customer service skills take precedence in high-rise buildings; and protecting intellectual property is vital in a research and development facility.

Tracking results through technology Officer stability is key to a high-quality security program. Selection, development and retention of proper personnel are the foundation of a well-trained, competent and professional security program. Swipe card technology, which continues to replace sign-in sheets for time-and-attendance, can provide performance data concerning stability of security personnel for specific sites or posts.

Security software can easily track performance. Alarm responses, serious incidents and safety performance can be tracked, measured and compiled into trend analysis formats. Subsequent adjustments in coverage, procedures and training will improve results.

Electronic networks can transmit lessons learned and productive new ideas to other facilities operated by the same client or served by the contract security provider. Results generated at one location can be achieved at other sites.

Sophisticated watch tour systems monitor security officer patrols and provide reporting features that help improve performance. Such reports indicate the vigilance of the security guards. The reports can be downloaded to a computer to measure patrolling activity and correlate it to incidents. In addition, watch tour systems report hazardous conditions, water leaks, slippery floors, equipment needing repair and inoperable locks or alarms.

Closed-circuit television (CCTV) improves security program performance by providing information needed to adjust security procedures. CCTV aids investigations, and, with the addition of audio, enables training of customer service skills.

Computer-delivered training is gaining in popularity among security services providers. Such instruction may be transmitted over large distances, can be updated readily and improves security officers' computer skills. When security personnel complete on-line training, they are tested and rated. Test results indicate performance training quality. Most importantly, it will recognize superior performance, direct remedial instruction and effect reassignment of personnel to better fit their capabilities.

Proper integration of people and systems, combined with a relentless focus on better results, is the goal of quality-oriented security programs. Security programs are not profit centers able to tout increased revenues or profits, but a quality program offers a safe and productive environment.

Focusing on integrating security equipment andtechnology with the human element - private security officers - to maximize security system effectiveness, the column draws on the expertise of members of the National Association of Security Companies (NASCO). The column features different writers addressing aspects of the roles security officers play in today's systems.

The author of this month's column, Richard E. Moulton, CPP, is vice president of marketing and sales for Protection Technology. He oversees strategic planning and development of enhanced services that anticipate future needs within the security industry. Moulton has more than 25 years experience in business management and has formerly held executive positions with Burlington Industries and American Express.

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© 2008 Penton Media Inc.

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