Operational Excellence

SecurAmerica is passionately committed to providing legendary and highly responsive service to our customers that meets or exceeds the quality, operating and service needs and requirements of our customers and which delivers measurable value and results to our customers’s business.  We accomplish this through error-free performance, customer intimacy, employee involvement, evaluative metrics and an operating model that is based on service excellence in a variety of dimensions.

Evaluative Quality Metrics

SecurAmerica establishes a robust performance reporting process that identifies and assesses key account milestones and activities on a monthly/quarterly basis including:

• Number of security incidents and calls for services; response time
• Emergency response incidents; quality of response
• Report timeliness and accuracy
• Billing accuracy and timeliness
• Defects in performance; poor quality costs (if they can be determined)
• Contract compliance issues, if any
• Complaints/commendations
• Number of investigations and their status
• YTD turnover
• OSHA incident rate and injuries
• Open positions and status of recruiting efforts
• Summary of training programs, including weekly training and status of past and upcoming quarterly training
• Test/exam/scenario/table top exercise performance and scores
• Planned/unplanned events
• Status of special event coverage
• Resolved and unresolved issues
• Escalated events/incidents
• Current or emerging issues
• Performance against mutually identified Key Result Areas
• Compliance to client quality measures
• YTD budget (actual versus forecast)
• Overall customer satisfaction (end user; contract representative, senior management)
• Employee satisfaction (through surveys and team meetings)
• Innovation
• Process improvements (and impact on client)
• Trending analysis (green, yellow, red)
• Key milestones next month

Audits

SecurAmerica conducts random and unannounced inspections during the week and weekend to assess the presence, appearance, demeanor, performance and knowledge of our officers.  Inspections are conducted by all members of management, including site supervisor, portfolio manager, regional staff and our regional/site quality assurance teams.  Reports on all visits are summarized and disclosed to client management.  Deficiencies noted are accompanied by a detailed action plan.  Key audit categories include:

• Officer’s presence at post
• Officer appearance and demeanor
• Uniform (meet/does not meet standard)
• Knowledge of post orders
• Knowledge of emergency procedures
• Review of logs and reports
• Solicitation of officer feedback on needed account/shift improvements
• Training exercise (questions are asked and scenarios are presented

Customer Feedback Meetings

Each month, SecurAmerica representatives meet with designated customer representatives to discuss our company’s performance.  These meetings include the following agenda:

• Staffing
  • Openings
  • New hires
  • Turnover
  • Vacations
  • Appearance
  • Demeanor
  • Commendations/complaints
• Incidents
  • Number/type
  • SA performance
  • Reporting
  • What could be improved
  • Training/process issues
• Training
  • Status of training plan
  • Training events that month
  • Results of training
  • Scenarios/performance
• Reports, logs, forms
  • Neatness, accurate
  • Timeliness
• Quality Assurance
  • Visits (frequency, duration, dates/times, conducted by whom)
  • Inspection results
  • Inspection activities
  • Remedial actions needed, if any
• Customer Service
  • Responsiveness
  • Communications
  • Customer contact issues?
  • Tenant/employee issues?
  • Great examples of legendary service over past month?
• Billing
• Overall assessment/issues and concerns
• Review of last month’s action items
• Review of upcoming month activities
• Close

Meetings follow a proscribed schedule and will result in written minutes.  All action items will be documented with the issues, resolution required (including root cause of issue and performance improvement needed on affected business process) and dates along with responsible owners.