Independent thesis Basic level (professional degree)Student thesisAlternative title
Customer-oriented security services (English)
The market for security is one filled with great opportunities. The security services companies are numerous and diverse, the Swedish market is dominated by two large companies: Securitas Bevakning AB and Falck Security AB. In this study we have focused on the bigger of the two, Securitas.
This report describes and analysis the security service branch and its surroundings in an involved manner. The target group of the result is mainly people within the security branch. However, by making a wide theoretical description the person unacquainted with the business will be able to understand the concept of this interesting trade. Further, those who are familiar with this field will be enabled to broaden their minds. The aim with this project is to create a foundation upon which Securitas can further continue their work. We have not presented any direct solutions, instead we have displayed concrete problems and presented guidelines for further exploration.
The purpose of the investigation is to discover how modern technology can improve today’s guard services. Moreover, the aim is to show how a change of attitude needs to be present while developing future security services. This change can also be applied to other security services than the time-sharing guarding.
The methodology used to meet our goals was a qualitative investigation based on interviews and literary studies. In order to form a robust overview of the study area the objects were carefully selected according to set preferences. These were, among others, which function the object has in society, how long they have been customers with Securitas and what kind of business they run.
In the discussion and analysis four important areas is to be taken into consideration: The change of the market, the adaptation of the service to the needs of the customer, the adaptation of technology, and the assertion to the customer of the profound effects following these amendments. These four areas represent the foundation for the presented model.
A solid cooperation between the customer and the supplier of the security service is vital. In contemporary society the customers have become more specialised and thereby the delivering company must aim to meet the increasing demands expected of this specialised service. Therefore the demand on the competence of the guard is getting higher. Another conclusion is also that one should introduce a quality measurement system that together with a statistical basis makes reporting and the analysing of the effects of the guarding easier to the customer.
Technology is the most important corner stone in an effective alarm system. The time for an emergency call response must be reduced. Further qualities that the customer demands are that the security companies possess good knowledge of the object and its surroundings. The effectiveness in the guarding rounds and the learning time for a new object can be reduced by multimedia teaching aids.
The customer satisfaction is not likely to be long term if they cannot see the results and high quality that they ask for. This is why it will be very important to measure, calculate and point out what both the guard and the security company can contribute with to please the customer. To enhance the dialogue the guard will be presenting solutions rather than static reports, and an acting counsellor strengthen the feeling of professionalism. Any change from the customers that affects the actual risk picture has to be identified promptly by the security service company.
Place, publisher, year, edition, pages
Institutionen för teknik och naturvetenskap , 2003. , 73 p.
Technology, Securitas, bevakning, behovsanpassad, rondbevakning, nya tjänster, modeller, GRS, rond, säkerhet, väktare, patrol, security, guard,
Engineering and Technology
IdentifiersURN: urn:nbn:se:liu:diva-2098ISRN: LITH-ITN-KTS-EX--03/025--SEOAI: oai:DiVA.org:liu-2098DiVA: diva2:19427