Restructuring security delivery for operational effectiveness
Problem
A security guarding firm were being penalised by their client for continued contract faults and poor performance.
The contract was nearing its initial term, and the firm were unable to identify the root causes of the performance issues. Toro were asked to join a series of contractor/ client engagements to identify the root causes of these issues.
Response
Toro consultants quickly identified the security service lacked a service delivery strategy relevant to this client and had over developed their written procedures to accommodate the service delivery needs of a rapidly expanding property portfolio. The security guard force was overwhelmed with what they had to learn and put into practical use. Furthermore, Toro discovered there was an overlap and contradiction of some client and contractor procedures and although a content library has been created, a mapping exercise had not been undertaken to establish the relevance of these procedures. Toro addressed the situation by mapping the documented processes and demonstrating these within a structured framework (i.e., policies, procedures, resources).
The lack of policy and resource was illustrated. A new framework was created to illustrate how a security strategy and structured policies for each security service function would bring together the procedures into understandable content. To address the security guarding performance issues easy to use Tactical Aide Memoirs were created to guide security team practices.
Outcome
The first phases of the task has been successfully delivered and service improvements have been realised.