SIA conference creates climate for customer service, innovation

Feb 1, 1997 12:00 PM, By Tina D'Aversa-Williams

Santa Barbara's breathtaking ocean view of mostly calm waters set the stage as the security industry's leaders were educated on ways to weather a storm of growth engulfing security professsionals. More than 80 leaders attended the Security Industry Association 1996 Management Conference, Dec. 11-12 at the Four Seasons Biltmore.

Managers have to think and make intelligent decisions in times of uncertainty, said Eileen Shapiro, president of The Hillcrest Group Inc., a consulting firm in Cambridge, Mass. Ms. Shapiro spoke at the conference about customer service. We as managers must be concerned with what is happening in business, she commented.

Further emphasizing customer service at the conference was Roger Appledorn, a corporate scientist at 3M Corp. who directs the Optics Technology Transfer Unit. Mr Appledorn described 3M's 15% Program and the company's drive to be the preferred supplier. The 15% Program allows 3M employees to spend 15% of their work effort and time thinking strategically with the goal of developing new and innovative products and services. Many of 3M's successes have been borne from ideas developed through the program.

Raymond Crowley, corporate security director for Federal Express, described the company's business success philosophy based on Chairman Fred Smith's belief that everybody sells. Federal Express bases its success on employee empowerment, a clear purpose, shared vision and common goals.

Jeff Kessler, senior vice president with Lehman Brothers, gave statistics on major public and private companies serving the electronic and physical security industry. He reviewed the industry's growth and consolidation over the last two years, including the major acquisitions of 1996. Kessler also shared his thoughts for 1997.

A keynote speech was presented by Congressman Henry Hyde of Illinois, sometimes referred to as one of the smartest men who ever walked. Congressman Hyde is chairman of the House Judiciary Committee and serves on the International Relations Committee. The program was put on by SIA. Our goal is for SIA to act in myriad ways to benefit our industry. To do that well, we have to be able to come together in a forum. The management conference is the only event that provides the time and place for this necessary interaction, said Bob Cook of Securitron, president of the Security Industry Association.

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