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What I Learned About Security Metrics From the CFO ASIS Denver October 21, 2014 © Eric Smith 2014 All Rights Reserved1
Introduction Eric Smith, CPP – Law Enforcement – Security Management – Author of “Workplace Security Essentials” – Created businesskarate.com blog businesskarate.com © Eric Smith 2014 All Rights Reserved2
Objectives Perfect Metrics Ideas – Plant the seed © Eric Smith 2014 All Rights Reserved3 NOT
What are metrics? 4© Eric Smith 2014 All Rights Reserved
Everyday Metrics © Eric Smith 2014 All Rights Reserved5
Getting Started What the CFO wants, the CFO gets… Shared “Customers for Life” – Focus of chapter was measuring employee performance Quantity Quality Cost Timeliness © Eric Smith 2014 All Rights Reserved6
Selecting Metrics Use the EASY rule © Eric Smith 2014 All Rights Reserved7 EExamples that reflect your program AActionable items where you can impact or affect the outcome SSimple; able to collect in a timely manner YWhy? Is the metric selected important?
Areas to Measure Service AreaBackground ActivityCrime trends that pose a concern or need to be tracked; what events take security’s time and efforts? EfficiencyBudget, of course. What else effects efficiency? QualityWhat makes the security department stand out? What does security offer to add value or improve quality of services? Customer SatisfactionWhat makes employees feel safe at work? © Eric Smith 2014 All Rights Reserved8
Everyday Metrics © Eric Smith 2014 All Rights Reserved9 Activity / Quantity
Activity / Quantity MeasureDefinitions # of Assaults # of all assaults (simple and aggravated) in a month; assaults defined per Colorado Revised Statutes - recklessly or knowingly causes injury to another # of Disturbances Based on CRS definition for disorderly conduct - offensive display or breach of the peace; may include elements of CRS harassment (profane language, pushing etc) # of dispatch calls # of calls received from security dispatch center to ESJH security staff # of patient assists # of times security is requested to observe at-risk patients; includes assists performed by BST Exterior patrols Average number of patrols during the shift or day for the entire month; based on patrol logs in parking garages © Eric Smith 2014 All Rights Reserved10
Everyday Metrics © Eric Smith 2014 All Rights Reserved11 Efficiency
Efficiency © Eric Smith 2014 All Rights Reserved12 MeasureDefinitions Budget Compliance % over monthly budget - Budget / Actual as % Turnover # of officers who have resigned or transferred from ESJH (Does not include terminations or involuntary separations or transfers)
© Eric Smith 2014 All Rights Reserved13 Quality
Quality MeasureDefinitions IAHSS Certifications Total number of staff members who have at least one IAHSS certification certificate Security Education Any security education and awareness training program; includes guest speakers, brown bag sessions and dept specific 'huddles' # of shifts filled by flex Contract hours filled by non-qualified flex officer (have not completed 3- day OJT comp tasks) # of shifts over 12 hours # of times an officer worked longer than 12 consecutive hours © Eric Smith 2014 All Rights Reserved14
Everyday Metrics © Eric Smith 2014 All Rights Reserved15 Customer Satisfaction
Customer Satisfaction MeasureDefinitions Annual Survey Answer to survey question on "do you feel safe at work" and the % of respondents who selected "very safe" Escorts Documented # of times security was contacted to escort patients, visitors or staff within locations around the campus (doesn't include morgue escorts) Response Time Measure of time from when ESJH security receives a call (usually from dispatch) to the time the first officer arrives at the location Secret Shopper Score Total score from the mystery or secret shopper surveys (surveys are to be re- designed for 2011) © Eric Smith 2014 All Rights Reserved16
Anything Missing? © Eric Smith 2014 All Rights Reserved17
Baselines & Goals Where were you? Where are you going? Establish goals or targets based on the metrics Baselines versus benchmarking © Eric Smith 2014 All Rights Reserved18
Final Version Measure2011 Baseline↕∆GoalJanFebMarAprMayJunJulAugSepOctNovDecYTD Avg Quality IAHSS Certifications Per Qtr Security Education1≥ # of shifts filled by flex37< # of shifts over 12 hours11< Customer Satisfaction Annual Survey Do you feel safe at work?≥46% 35% Escorts286≥ Response Time2:30≤2:382:172:161:552:593:042:251:542:122:052:042:111:492:16 Secret Shopper Score90%≥ 100%64%94%88%100%63%86% 82%88%na94%86% Efficiency Budget Compliance100%≥ 87%88%120%119%122%148%48%221%124%79%125%222%125% Turnover - Voluntary1≤ Activity # of Assaults2.2≤ # of Disturbances10≤ # of dispatch calls1460∆ ± 20% # of patient assists125≤ Exterior patrols24≥ © Eric Smith 2014 All Rights Reserved19
PITFALLS! © Eric Smith 2014 All Rights Reserved20
Beware False Metrics © Eric Smith 2014 All Rights Reserved21
Wrong Audience Remember the perspective of your audience CFO top concerns versus the safety committee © Eric Smith 2014 All Rights Reserved22
Audience © Eric Smith 2014 All Rights Reserved23
Failure to Act Be pro-active Set goals Plan and make changes © Eric Smith 2014 All Rights Reserved24
PRESENTING METRICS © Eric Smith 2014 All Rights Reserved25
How to Tell Your Story © Eric Smith 2014 All Rights Reserved26
© Eric Smith 2014 All Rights Reserved27
Wrap-up Look at key categories Think of best ideas for your organization Set goals Tell your story © Eric Smith 2014 All Rights Reserved28
Contact Info Eric Smith, CPP Business Karate, LLC © Eric Smith 2014 All Rights Reserved29
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