g4s secure solution

8/9/2019 G4S SECURE SOLUTION

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EXECUTIVE SUMMARY

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G4S operating in India since 1989 currently employs over 167,000 highly trained, smartly

uniformed and strictly supervised professionals!ith an e"tensive net#or$ of more than 180

%ranches and regional offices across the country, the company provides unmatched security

solutions to all its &lients

'he pro(ect on personnel selling and customer relationship management #as carried out in

G4S Secure Solutions )India* +vt td -agpur 'he intention %ehind ta$ing over this pro(ect

#ith G4S Secure Solutions #as to study the selling of security personnel as #ell as to study the

customer relationship management methods adopted %y G4S Secure Solutions )India* +vt td

'he pro(ect #as carried out for the period of t#o months In G4S Security Services India +vt

td #hile conducting the study of personnel selling and &./ these #ere the reasons important

for intent of study

'o study #hy security is important in modern life

'o study %enefit of the security system

'o study #hy security personnel is different than cho#$idar

'o study importance of security in Industry

'o study importance of security in corporate offices

'o study importance of security personnel in ungalo#s

'o study the importance of security in educational hu%

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+articularly for this specific study /ain source of ata is ta$en from G4S -agpur

2ffice data%ase and G4S company site

Information has %een collected through various %oo$s, studies, (ournals and pu%lished

documents have also %een considered in this pro(ect #or$

3s an intern, performed various tas$s such as pro(ect management, portfolio

management, site survey, investigation, acuiring reuirements, providing uotations

etc !ith help of senior officials

!hile the study in progress, a site survey is also done for a %ig educational institution

in -agpur

3ccording to the survey conducted, entire site survey report is also attached and

deployment of security solution is proposed along #ith the cost %rea$up

'his study can %e used to enhance $no#ledge of selling of Security personnel and

customer relationship of /anagement

It can helpful #hile understanding of the satisfaction level of customers regarding the

Security services

'his study #ill provide the necessary data to Gain $no#ledge a%out the various

Security systems and it #ill definitely provide $no#ledge a%out the various methods

adopted for selling and mar$eting of security personnel

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2. Objectives of the study:

1 'o study the&ustomer relationship management methods adopted %y G4Ssecurity

5 'o study the selling of Security personnel to company %y G4S

'o study the survey process of G4S

4 'o study the management and operations at G4S,-agpur

'o study the cost %rea$up of rates of security personnel

6 'o study the different types of services of G4S

7 'o study the survey of Industry&orporate officeducational :u%

Si!ific"!ce "!d I#$o%t"!ce of the Study:

In G4S Security Services India +vt td as a management trainee I studied the

topic of personnel selling and &./ and follo#ing are the o%servations made

%y me during the internship #hich I found to %e important for intent of study

'o research #hy security is important in modern life

'o research %enefit of the security system

'o research #hy security personnel is different than cho#$idar

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'o research importance of security in Industry

'o research importance of security in corporate offices

'o research importance of security personnel in ungalo#s

'o research the importance of security in educational hu%

!hile my study of personnel selling in G4S secure solutions India +vt td

I got to o%serve my seniors to #or$ on &./ for creating connections and facilitating

the tas$s

!here I o%served and learnt to manage client as #ell as security personnels)guards*

'he method is stated %elo#

Initially #ith the help of &./ ;

&ollection of customer list and rate uote from G4S -agpur 2ffice is done

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&i#it"tio!s of the Study:

3vaila%ility of resources

ased on /inimum #ages

'ime constraint

&ompany policies

.esponse ias

'he study is limited only to -agpur city

'ossib(e outco#es of the $%oject:

'his study can %e used to magnify $no#ledge of manned security services and customer

relationship of /anagement

It can helpful #hile understanding of the satisfaction level of customers regarding the

Security services

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'his study #ill provide the necessary data to create a#areness a%out the various Security

systems

3nd it #ill definitely provide $no#ledge a%out the various methods adopted for selling and

mar$eting of security personnel

). *USI+ESS E+VIRO+ME+T

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G4S operating in India since 1989 currently employs over 167,000 highly trained, smartly

uniformed and strictly supervised professionals!ith an e"tensive net#or$ of more than 180

%ranches and regional offices across the country, the company provides unmatched security

solutions to all its &lients

G4S is proud to %e associated #ith an impressive clientele including iplomatic and =-

/issions, I' Industry, /ultinationals, :otels Industrial =nits, 3irlines > 3irports, ?inancial >

ducational Institutions, /alls > /ultiple"es, +2s, +u%lic 3uthorities, Small usinesses,

/edium Si@ed and arge usinesses, -G2As, +o#er +lants, /etro .ail Security, :igh#ay

Security and many more

eing the most professional organi@ation in the country %ecause of our total commitment to

uality and customer satisfaction, G4S strongly feel that security is a sensitive %usiness It

needs professional and speciali@ed e"pertise to provide the service in accordance #ith the

reuirements and to the utmost satisfaction of the clientG4S provides the %est of uality services that is tailor made to customer reuirements and

specifications and one stop shop for all Security related services Indian Group &ompanies are

G4S &orporate Services )India* +vt td

G4S Secure Solutions )India* +vt td

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G4S 'raining Services )India* +vt td

G4S Security Systems )India* +vt td

G4S &ash Services )India* +vt td

G4S ?acility Services )India* +vt td

G4S &entral /onitoring Services )India* +vt td

Indo ritish Garments +vt td

?irst Select +vt td

G4S I' Services )India* +vt td

'he leading professional security organisation in India'he company is an IS2 9001B 5008


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G4S Security 2fficers are carefully selected, thoroughly vetted and adeuately trained 2ur

personnel are smartly uniformed, #ell euipped and constantly supervised

,-S o%(dide:

G4S +lc,largest employer uoted on the ondon stoc$ e"change #ith more than 618,000

employees,is a %ritish multinational security services company head uartered in cra#ley,=CIt is #orlds largest security company measured %y revenues and has operations in around 15

countries

G4S is the leading glo%al integrated security company specialising in the provision of security

products,services and solutions

/ey e0ecutives fo% ,-S

/r 3sho$ a(pai D managing director

/r avid :udson E regional president

/r -eil +rasad D regional managing director)south asia*

/s .ehana


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/anagers and employees are encouraged and e"pected to %ehave in line #ith the groupAs

values and to spea$ up #hen #itnessing %ehaviour #hich does not meet our standards

Values at G4S

Custo#e% focus

G4S have close, open relationships #ith our customers #hich generate trust and #or$ in

partnership for the mutual %enefit of our organi@ations

*est $eo$(e

G4S employ the %est people, develop their competence, provide opportunity and inspire themto live our values

I!te%ity

al#ays %e trusted to do the right thing

E0$e%tise

develop and demonstrate our e"pertise through our innovative approach to creating and

delivering the right solution

'e%fo%#"!ce

see$ to improve performance year on year to create longDterm sustaina%ility

Te"#o%1 "!d co(("bo%"tio!

G4S colla%orate for the %enefit of their customers and G4S

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S"fety fi%st

G4S prioritise safety management to protect the health and #ellD%eing of our colleagues and

those around us

In 5014, G4S have introduced a ne# value to focus specifically on the safety of colleagues and

those around us 'his is supported %y a num%er of $ey safety initiatives and campaigns

designed to increase a#areness of health and safety matters, learn from %est practice and

prevent health and safety incidents

-. I+USTRIA& A+A&YSIS

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S3OT A+A&YSIS:

STRE+,T4:

Re"( Est"teD:aving the right real estate is essential to

G4S India +vttdocations are important %ecause it helps consumer

to utili@e companyAs offerings

I!!ov"tive Cu(tu%eD3n innovative culture helps to produce uniue

products and services that meet their customers needs

Asset (eve%"eDIt allo#s the company to use their %est operational assets

to e"pand their %usiness and improve their mar$et shares

5i!"!ci"( &eve%"eDIt allo#s the company to use their %alance sheet to

e"pand their %usiness and increase their profits

Su$$(y Ch"i!DIt helps o%taining the right resources fro suppliers anddelivery of the right products to customers in a timely manner

Eco!o#ies Of Sc"(eDIt is the cost advantages that the company o%tains

due to si@e asDgreater the volume,the greater the advantages

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3EA/+ESS:

O!(i!e '%ese!ceDthe online mar$et is essential for displaying

information and selling productsa #ea$ online presence can result in

lost opportunities

&"c1 Of Sc"(eD It means the cost per unit of output is very high

Increasing volume,#hile maintaining the uality,

it #ould help reduce those costs

3e"1 M"!"e#e!tDIt increases %usiness ris$s and reduces profit ofcompany,%ecause they are responsi%le for the health of the %usiness

O''ORTU+ITY6

+e '%oductsD'his al#ays heps to e"pand the %usiness and diversify of

their customer %ase

E#e%i! M"%1etsD'hese are fast gro#ing regions of the #orld thatena%les G4S India +vt td 'o uic$ly e"pand

St%"teic "c7uisitio!sDG4SAs various acuisitions and their successful%usiness integration not only is a source for its inorganic gro#th %ut also

help strengthen the scope of %usiness operations further

T4REATS6

M"tu%e M"%1etsD/ature mar$ets are competitiveIn order to gro# in a mature mar$et,it has to increase mar$et

share,#hich is difficult and e"pensive

Vo("ti(e Reve!uesD It ma$es planning difficult,

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#hich could delay $ey investments in G4S India +vt tdAs %usiness

4i1e i! ("bou% costsDIncreasing manpo#er costs may have an adverseeffect on company

St%i!e!t %eu("tio!sDG4S operates in regulated industriesif thecompany fails to comply #ith the changing la#s and regulations,its

%usiness and financial condition could %e materially and adversely

affected

8. COM'A+Y 'RO5I&E

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+ATIO+A& 'RESE+CE : I+IA

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,-S SECURITY SERVICES

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North Zone


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In India, G4S is positioned as the eading +rofessionally /anaged Security Service +rovider that offers

a #ide range of Security Services

3 strong #or$force of #ell trained security personnel renders services round the cloc$ to#ards the

common o%(ective of protecting assets, property and lifeG4SAs uniue position in the industry is the reflection of its responsive attitude and high standards of

services, #hich are %ased on its strong and fundamental pillars ofB

"tremely stringent process of Selection in accordance #ith the GroupAs policies

.egular and e"haustive 'raining complementing our International Standards

G4S places great importance on the uality of Supervision, operating round the cloc$

mergency response is ensured %y state of the art 54 hour control .oom operating 54"7 hours

%asis

'he companyAs -ational Guarding operations have %een geographically segmented into four @ones and

under each @one there are nine regions ach Fone is headed %y a /anaging irector, .egion %y Sr

ice +residents ice +residents General /anagers and ranches %y ranch /anagers ach %ranch

is fully euipped #ith support staff, inclusive of 2peration /anagers, ?inance /anagers, +ersonnel

/anagers and other supervisory staff

G4S provides smartly uniformed, highly trained and #ellDsupervised guards for security and safety of

assets, personnel and property Guarding Services are carried out %y #ays of provision of guards for

static posts and mo%ile %eat patrols for all types of premises

?urther, each region has a fullDfledged training school #here all our employees undergo e"tensive

training as per standard G4S norms

Guarding services are carried out %y provision of guards for static posts and mo%ile %eat patrols for all

types of premises G4S guards carry out the follo#ing functions at individual premisesB Gate ntrance

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&ontrol, .eception, +atrols, .esponse ?unctions, "ecutive+ersonal Security Services, scort

Services 'he #ide ranges of services provided %y G4S Security Services are as follo#sB

,-S Secu%e So(utio!s I!di" 'vt. &td.

Static Guarding

"ecutive +rotection

/o%ile +atrol

vent Security

Investigation

eat +atrol

3viation Security

G4S firmly %elieves that the main criteria in providing uality security services areB

Selection

'raining

Supervision

+ost > Instructions,

&orporate .esponse, and

C&IE+T 5EE*AC/

'o further improve upon our services and meet the e"pectations of our clients, #e see$ continuous

comments from our &ustomers !e have a system #here%y #e get a regular &lientAs ?eed%ac$ that

helps us not only for corrective actions #herever reuired %ut also to upgrade ourselves as regards our

services

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,-S : /EY I55ERE+TIATORS

93s the largest Security &ompany in India G4Sta$e pride in providing the highest

level of service to our clients and attending to their individual reuirements

argest provider of 'otal Security Solutions

International "pertise #ith e"perience > e"posure to Indian Security /ar$et Scenario

Single point of contact for all Security and Safety related services

"tensive -ational -et#or$ allo#ing %etter mar$et coverage #ith a single point of

contact for /ulti location clients

D2ffering various levels of security personnel including Guards, ady Guards, 3rmed

Guards, Supervisors, Inspectors, /arshals, igilance 2fficers and Security 2fficers

Stringent recruitment procedures through %ac$ground chec$s

&omprehensive training programmers through &entral 'raining 3cademies across the

-ation

54Dhour &ontrol .ooms and


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VA&UE AE SERVICES

A) ROU+ T4E C&OC/ CO+TRO& ROOM

3 state EofDtheDart &ontrol .oom monitors and responds to all /edical, &riminal and ?ire

related emergencies at the clientsA site in shortest possi%le time 54"7 &ontrol .oom monitors

alarms generated remotely at site and provides customi@ed response

In order to provide the %est response to its customers, the &ompany has a concept of 54 hours

&ontrol .oom located in all its regional > %ranch offices 3 trained controller is put in eachcontrol room #hose (o% is to receive messages, analy@e them and inform the right person 'his

acts as one point communication and command centre, after the regular office hours 'his

certainly gives support to the operations team and #or$s as a H-erve &entreA of a response

organi@ation comprising of uty irector, 2perations irector, .egional irector and the

/anaging irector in case of any emergency

*; /o%ile +hones


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C&IE+TE&E

!e are proud to mention that #e have many #orld reno#ned organi@ations, %an$s, multinational

companies and retail outlets among our clients +lease find %elo# the various type of organi@ations

and premises #e are &urrently securing in I-I3

an$ > ?inancial Institutions

:otels

:ospitals

m%assies > iplomatic /issions

&omple"es > 2ffices

Industrial :ouses

?actories > /anufacturing +lants

!arehouses

.esidential &omple"es and uildings

'elecom

ducational Institutions

Sho#rooms

epartmental Stores

Shopping &enters

Super /ar$ets

3viation

Government epartments

=. STUY TO'IC:

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=.> 'e%so!!e( Se((i!

3s the study is a%out personnel selling and &./ 'he term personnel selling has a

different meaning in G4S Secure Solutions )India* +vt td, %y this hy%rid term they mean

providing MA++E SECURITY SERVICES.

'his means selling of manned security personnels to the respective organisations for their

#elfare

'he ualified and competent teams Security Guards and &oncierges handle comple"

situations #ith ease and in a very professional manner !hich ma$e clients visitors and

%usiness clients feel safe, and comforta%le 'he clientele can go a%out doing their %usiness

#ithout any #orries and unnecessary tension

'he presence of #ell trained security personnel )guards* $eep unauthori@ed persons out of

the %uilding and safeguard tenants and general pu%lic 'hese personnel are trained for

such situations, 'hey enforce %uilding policies and procedures and respond to

emergencies such as fires, flooding, po#er failure and medical emergencies

'hese security personnel are properly trained professionals the details of the

competencies of manned service is given in the study

=.2 ,-S 'e%so!!e( T%"i!i!

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G4S 'raining is a division #ithin the group, #ith years of e"perience in security and

management development !e are #idely ac$no#ledged as mar$et leaders in providing

security related training 2riginally esta%lished to support the gro#th of our o#n

organi@ation, #e have #or$ed successfully for many years #ith ma(or pu%lic and private

sector organi@ations to meet their training and development needs

!e appreciate that training is significantly different from most other outsourced services,

%ecause it impacts directly on the performance and %ehavior of employees !e recogni@e ho#

important it is to our clients that #e demonstrate a real understanding of %usiness issues and

that any solutions #e propose #ill %e practical, costDeffective and designed to ma$e a real,

measura%le impact in the #or$place

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!e #or$ #ith our clients on a partnership %asis, designing and agreeing %espo$e programs

very piece of consultancy #or$ and every training solution is tailor made to meet clientsA

specific reuirements, and #e have the resources to do so economically and efficiently

!hen appropriate, #e #ill ta$e time to assist the client #ith a full training needs analysis%eforehand, then follo# the pro(ect through after#ards until the impact of the training or

consultancy has %een evaluated

2ur fle"i%ility allo#s the content and emphasis to %e adapted as the program unfolds

TRAI+I+, SERVICES

3lthough very varied, our services for clients fall %roadly into follo#ing areasB

Security related training, development and consultancy

/anagement and %usiness s$ills development

!e offer a comprehensive range of courses that covers 3dvanced Security S$ills, 2perations

/anagement, 3ssignment Supervision, Specialised Security &ourses, /anagement

evelopment +rograms, :ostage -egotiations etc

5ACU&TY

!e deal #ith people, their development, their %usiness and a%ove all their success /eeting

this challenge reuires some e"ceptional people

3s a progressive company, #e have 9 seasoned and e"perienced faculty, mainly dra#n from

the 3rmed ?orces, +araDmilitary and +olice

3s a recogni@ed investor in +eople, #e are committed to developing our staff to ensure that

they deliver high impact training programs to our clients

MET4OO&O,Y

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2ur trainers are not tied to (ust one training methodology, %ut use a num%er of techniues,

including formal inputs, indoor and outdoor e"periential activities, mentoring and coaching to

reflect organi@ational culture,individual learning preferences, and desired outcomes +ractical

sessions are in dyads for =narmed &om%at and Individual e"ercises for ?irst 3id, ?ire

+revention > &ontrol

TRAI+I+, E&IVERY

!e are eually fle"i%le in our service delivery +rograms can %e run at clientAs o#n premises,

at our training institutes, or other convenient venues 'his fle"i%ility, coupled #ith our

attention to detail and uality focus, ensures that our clients receive training that %est suits

them

TRAI+I+, CE+TRES

!e have 5 'raining &entres spread across the country

'he &entral 'raining 3cademy at elhi is IS2 9001B5000 certified %y ritish Standards

Institution

.egional 'raining 3cademies at angalore, /um%ai, Col$ata

2ther training facilities located at Gurgaon, Jaipur, &handigarh, -oida, /ysore, Cochi,

'rivandrum,&alicut, :ydera%ad, &hennai, Sriperam%udhur, &oim%atore, Salem, +ondicherry,

/adurai,hu%anes#ar, .our$ela, 3ngul, Jharsuguda, Jamshedpur, 3sansol, Siliguri, +atna,

.aipur, +une,3hmeda%ad, Gu#ahati and Goa

TRAI+I+, 5ACI&ITIES

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'he &entral 'raining 3cademy at /ahipalpur, elhi has state of the art facilities to impart

%oth classrooms Instruction and field practical and demonstrations

'his campus providesB

6 spacious airDconditioned classrooms #ith #hite %oards, overhead pro(ection systems and

audiovisual euipment

3 seating capacity of appro"imately 500

Simulation room for )50 participants* euipped #ith simulation soft#are, dummy models,

and sand models etc providing a conducive environment for simulating real life situations

Space for unDarmed and selfDdefense courses

3esthetically designed and #ellDstoc$ed cafeteria

2pen space for conducting foot, %aton and other drills

!ellDeuipped li%rary cum study room

ive fire and fire e"tinguishing demo facilities

/edical room for medical chec$up of trainees

!ellDeuipped conference room

,E+ERA& TRAI+I+, A+ EVE&O'ME+T '&A+

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*"sic Cou%se #hich includes 'opics as specified %y the +rivate Security 3gencies

.egulation 3ct 500 li$e

&onduct in pu%lic and correct #earing of uniform

+hysical fitness training

+hysical security of assets, security of the %uilding or apartment, personnel security,

household security

?ire fighting

&ro#d control

"amining identification papers including identity cards, passports and smart cards

=nderstanding nglish and 3ra%ic numerals as normally encountered in the

identification of documents arms licence travel documents and security inspection

sheet

Identification of improvised e"plosive devices

?irst 3id

&risis response and disaster management

.udimentary $no#ledge of the Indian +enal &ode right to private defense procedure

for lodging first information report in the police station

adges of ran$ in police and military forces

Identification of different types of arms in use in pu%lic and police

=se of security euipments and devices

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O+ DO* TRAI+I+,:

#hich is customi@ed and site specific)eg, I'+2*

3ccess &ontrol

?ris$ing of employees, visitors > vendors )If permitted %y the client*

ehicle Search

isitor /anagement

Identification of &omputer parts and accessories

?ire 3larm Systems

&&' /onitoring > reporting

ehicle +ar$ing > &ontrol

/aterials Gate &ontrol Surveillance of =tilities, :3&, Server room, Generator etc

+atrolling and surveillance of premises

'ransport control and reporting

Surveillance at the &anteen/ess

.eporting on deviations to the client

RE5RES4ER COURSE:

#hich further sharpens the Cno#ledge and S$ills li$e

?irst 3id > &+.

&ommunications > .eporting

?ire +revention > &ontrol

Guarding S$ills

ealing #ith +eople

&ustomer &are

mergency +rocedures

vacuation rill

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S'ECIA&IE COURSES:

?ire +revention > &ontrol

om% etection > Search

?irst 3id and &+.

mergency +rocedures

vacuation rill

'raffic /anagement

/aterial &ontrol

&&' /onitoring

Shopping /all Security

:ospital Security

I'+2 Security

.is$ 3nalysis

Security Survey 3udit > Security esign

:ostage negotiations and &risis /anagement

2perations /anagers &ourse

ranch /anagers &ourse

Junior Supervisory &ourse

Junior /anagerial &ourse

3dvanced /anagement &ourse

3ssignment Supervision > /anagement &ourse

'actical > vasive riven

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6.3 C ustomer R elationship M anagement

Customer Relationship Management soft#are has %een a %u@@#ord in theInformation 'echnology industry for uite a fe# years no# /any companies are loo$ing at

ho# &./ can help ma$e them more successful %y providing an e"tensive customer

information data%ase in #hich Sales, /ar$eting, Service, and other departments can use a

variety of #ays to %etter serve the customer

In todayAs competitive mar$etplace, good customer service is e"tremely important

'here are many soft#are vendors selling &./ soft#are pac$ages that offer a

oneDstop solution for gaining mar$etplace share, manage, and retain customer

loyalty to their product

It is note #orthy for companies to $eep in mind that &./ deals #ith handling a companyAs

most important resourceB &ustomer ata

'his study is designed to help the security professional determine the

considerations that are involved #ith a secure &./ rollout

It #ill coverB

K &ompany procedure considerations for &./

K +olicies that need to %e in placeB +rivacy and Security

K Security uestions and ans#ers for a &./ vendor and integrator

K 'echnology that #ill to %e secured in many &./ implementations

3h"t is CRMF

'here is no one definition that descri%es, L!hat is &./MN

'his is %ecause &./ has a different definition for every company

I #ould %est e"plain &./ as a com%ination of processes, polices, and technology that is

driven %y %usiness philosophy centered on the customer

3 company that #ants to implement &./ is attempting to fully satisfy, understand its current

customer %ase, and attract more customers

y optimi@ing the %usiness model the company hopes to ma$e its relationship #ith the

customer satisfying

'his helps the company save money, and generate more revenue %y understanding the

customer demographic %etter

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Tech!o(oy "!d Secu%ity ith %efe%e!ce to CRM

&./ pac$ages that are developed %y soft#are companies are designed to %e

oneDstop solutions to managing all the customer data for a company, and present

the data %ac$ to the employee or customer that needs it'hese products generally have a %ase product for &./, and then provide addDon features that

can %e incorporated into other parts of the %usiness

?or e"ample, a company may purchase a &./ pac$age initially for /ar$eting and Sales to

handle collecting customer contact data, literature distri%ution, and customer leads

ater they can add on functionality for a customer to access e"tranet sites to

vie# order information, invoices, and sales history

Some pac$ages even have :elpdes$ pac$ages for customers and employees to trac$ product

pro%lems, provide $no#ledge %ase, and online support

'hese are the types of technologies that go into supporting &./ +ac$agesB

D ata%ase Servers to store customer data

D !e% Servers to present data to internal employees, Sales

representatives, ?ield Service 'echnicians, and customers

D &./ 3pplication

D !e% ro#sers

D !ireless devices such as &ell phones, aptops and +3As

3s can %e seen from the technologies listed a%ove there are many different fronts to secure on

a &./ pac$age

'he reason this is such a %ig issue is %ecause many of the %usinesses that are no# loo$ing

into &./ are small to medium %usinesses

'hese si@e %usinesses may not have the technologies in place, and #ill need them to #or$

#ith &./ 'hey #ill uic$ly have to implement the technology, and learn ho# to secure it

'his may cause the implementation of security to %e an afterthought to getting the system up

and running

Small to medium si@e companies usually have a smaller I' department that might not have

the time to properly install and monitor these ne# services

Small %usinesses also have to $eep in mind #hich technology the vendors they are loo$ing to

implement fits #ith their current environment

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If a company #ere mainly using /icrosoft !indo#s as their des$top and server operating

system it #ould %e more advantageous for them to pic$ a vendor that fully supports this

environment

'he reason %ehind this is the current I' staff #ill hopefully have a

good understanding on ho# the /icrosoft environment #or$s, and #ill have

default security practices in place

ringing in a =ni" server to run an 2racle data%ase or 3pache #e% services might force a

strained I' department to learn ho# to secure an unfamiliar technology 'his could cause

important security issues to %e missed

CRM SO&UTIO+S

Sales and opportunity management with reporting and analysis

Contract management across clients and indiidual sites

Centralised common processes

Contract renewals with reminders! alerts and calendar synchronisation

"o# costing $ incorporate period and one%o& 'uotescolla#oration(wor)*ows

+eport on )ey per,ormance indicators using wi-ard drien reports anddash#oards

Centralised employment records $ wages! training! holidays! isacompliance

.ash#oards and reports to aid /o#! wor),orce and payroll management

+ and accounting so,tware integration such as Sage and Sage ayroll

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=.- CURRE+T CRM 'RACTICES

AT

,-S secu%e so(utio!s I!di" 'vt. &td.

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3s the customer data is most important property of the %usiness

It must %e maintained to regulate the %usiness fluentlyho#ever the companys internal

practices are deemed classified the &./ platform they use on a regular %asis is S"(esfo%ce.

S"(esfo%ce.co# CRM Soft"%e

'he Salesforce cloud is the leader in onDdemand customer relationship management 'he

system offers a %road suite of &./ applications for small, midDmar$et, and enterprise

organi@ations, #ith a focus on sales and support

Sometimes referred to (ust as OS?&,O Salesforce offers vertical solutions for the #ealth

management and financial services segments only, %ut its partner net#or$ )3pp"change*

offers a #ide variety of other industryDspecific solutions 'he applications are %uilt on the

uniue ?orcecom platform, a modern architecture that provides increased fle"i%ility and

scala%ility to suit organi@ations of any si@e

'he Salesforce app has capa%ilities in sales management )its heritage*, mar$eting automation,

partner relationship management and customer service 'hese #or$ together to help

organi@ations manage customer accounts, trac$ sales leads, conduct and monitor mar$eting

campaigns, and provide service post sale

SalesforceAs social media application, &hatter, allo#s for social net#or$ing and colla%oration

across the organi@ation ?or very speciali@ed industries and organi@ations, the ?orcecom

platform ena%les custom application development evelopers can gain access to the

application development environment and access the tools and resources they need to design,

create, and deploy a custom app for their organi@ation

Salesforce for 2utloo$ allo#s users to synchroni@e contacts, calendars, emails and tas$s in

%oth places to reduce dou%le entry ecause these capa%ilities are delivered via the cloud, this

happens #hether the email or tas$ is completed in the office, home or during the morning

commute &hec$ out the Salesforcecom revie#s %elo# for more information a%out ho# the

tool effectively streamlines #or$ in 2utloo$ #ith advanced Salesforce contact manager

capa%ilities

&./ Salesforce solutions are availa%le only for soft#areDasDaDservice )SaaS* deployment

?orcecom is a secure and scala%le platform for development It provides a complete

technology stac$ that covers data%ase and security as #ell as #or$flo# and user interface

ecause all applications are deployed in the LcloudN, they can %e designed, %uilt, tested anddeployed #ithout the added e"pense of purchasing hard#are and I' support

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G. TAS/S U+ERTA/E+

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3s a management trainee in In G4S Security Services India +vt td -agpur,my (o% #as

to assist the seniors to manage the personnel selling and customer relationship

management

/y tas$ #as to arrange the official paper #or$ and notify the security personnel their

respective (o%

I #or$ed #ith various officials to assign and allocate the personnel according to the need

of the clients

!hile #or$ing as an intern in G4S Security Services India +vt td -agpur I travelled

#ith my company guide /r eepa$ Jadhav for various purposes li$e siteinvestigation,handling of critical situations, ta$ing reuirements for ne# clients,

providing uotations etc

So,my study is a%out personnel selling and customer relationship management;after

#or$ing in G4S Security Services India +vt td -agpur I gradually grasped the

$no#ledge and started my study #ith dra#ing up my o%(ectives

3ccording to the o%(ectives;the study of &./ and current &./ practices at G4S #as

studied

3long #ith the study of providing manned security services to the customers

Study of various services provided %y G4S Secure Services India +vt td Is done

&osting process is classified in G4S %ut after doing a site survey i got to study the costing

process for security solutions deployment)anne"ure*

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G.> SITE SURVEY

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!hile #or$ing as an intern in G4S Security Services India +vt td -agpur I travelled

#ith my company guide /r eepa$ Jadhav for various purposes li$e siteinvestigation,handling of critical situations, ta$ing reuirements for ne# clients,

providing uotations etc

uring this endeavour i got the opportunity to visit and assist /y company guide /r

eepa$ Jadhav for doing a survey for I-S'I'=' 2? /3-3G/-'

'&:-22GP, -agpur

I/' -agpur is one of the top %Dschools in India esta%lished in 5004 #hich spreads over a

spra#ling campus of 57 acres in the outs$irts of -agpur

I/'As campus site survey for providing security solutions and the study carried out %y

senior officials is as follo#sB

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SURVEY RE'ORT

O+

I+STITUTE O5 MA+A,EME+T TEC4+O&O,Y

uring the internship in G4S India +vt td I got to participate in a survey conducted %y

G4SAs senior officials!hich is as follo#sB

SITE SURVEY

Survey is a systematic identification and evaluation of ris$s at the premises of a customer

#ith a vie# to avoidreduce all types of losses to %oth people and property Security is a

covert and important facet of health of any organi@ation

Security if conceptuali@ed and regarded as a L&ho#$idarN of the yore years #ould %e a grave

error on the part of any management Security is much less an administrative matter In fact

it could %e placed in the perspective of 9RIS/ MA+A,EME+T A+ &OSS

'REVE+TIO+and often consider as an important management tool indirectly affecting

the operations and hidden order situation, employees unrest and unioni@ation It is essential

to have a security set up #hich is unaffected %y local factors 'otal Security %y a reputed

security organi@ation is suggested in this case

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AIM:

'heAi# of this Survey is to conduct a study of the e"isting state of security at Institute of

/anagement 'echnologyand recommend measures to provide optimum and cost effective

security

MET4OO&O,Y:

/r +S :ans )2ps 2fficer* 3- /r eepa$ Jadhav )3&*, #ith his team #ent to the Site of

Institute of /anagement 'echnology to conduct security survey

'hey #ent independently to ta$e the round of the premises to conduct Survey 'his report is

only an overvie# of the e"isting system %eing follo#ed at Institute of /anagement

'echnology

SITE ISCRI'TIO+:

Institute of /anagement 'echnology Catol .oad, ist D-agpur

O*SERVATIO+S:

uring the initial #al$ around the follo#ing #ere o%servedB D

oundary #all should %e made at all Side of site

'here are 'hree gates on the site 2ne main gate and other loc$ed

In +remises all departments are availa%le

.euired &&' cameras

+rovide communication on all guard post #ith each other and security control

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IE+TI5ICATIO+ O5 T4REATS

'EO'&E

&ontrary to the normal thin$ing, the greatest security ris$ to any &ompany or &ollege is the

utmost free flo# of people in and out of the &ompany or &ollege

T4E5T A+ 'I&5ERA,E

3 #ide spectrum of people #ho #ould %e visiting the premises at present could %e

&ontractorAs mployees

+rominent Industrialists

Senior &orporate /anagers

&ontractors

isitors

/aintenance Staff

Institute mployees

Government ?unctionaries

ie +olice, ?ire Services, !ater and lectricity ept a%our ept etc

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5IRE

It is a fact that 80Q of the loss to companies as #ell as corporate sectors is from fires ?ire

not only damages property and many people, %ut also if not thought of seriously can $illpeople, and damage %usiness

3n a#areness program needs to %e organi@ed at regular intervals for all personnel including

management, covering the follo#ing aspects of ?ire prevention and control

1 &auses of fire

5 &hemistry of fire

'ypes of fire e"tinguisher

4 3ction to %e ta$en in case of fire emonstration dummy drills for e"tinguishing fire

+roper L3ssignment and Site InstructionsN already given #ith the tas$s and (o%

responsi%ilities of the individuals at each post for the implementation %y the Security 'his

#ould %ring a%out clarity of (o% and accounta%ility

TRAI+I+, H RE4EARSA&S

'raining and .ehearsals should %e carried out for the follo#ingB

1 vacuation drill in case of fire5 .outes of escape and directions

.emoval of com%usti%le materials

4 .eDassem%ly areas and :ead counts

3ccess &ontrol

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MISCE&&A+EOUS

esides these there are certain ris$ factors #hich occur instantly %ut should %e considered and

action ta$en accordingly, planned in advance

'hese areB

1 -atural calamities li$e earthua$es cloud%ursts etc

5 Stri$es, riots and vandalism

!hite collar and computer crimes

TRAI+I+,:

'he guarding personnel need to %e trained in the follo#ing aspects of Industrial and

&orporate Security and ducational hu% apart from the %asic training

?ire +revention and &ontrol

Search +rocedures for personnel, %aggage and ehicles

ealing #ith people

Gate :ouse uties

:andling of %om% threats

+atrolling of the premises

?irst aid training

+hone etiuettes

/o% :andling

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RECOME+E E'&OYME+T

AT

IMT

+A,'UR.

SI Site 'ost Su$e%viso% ,u"%d Secu%ity

Re#"%1

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+o

Office%

Shift1st

5n

d

r

d 1st 5nd

r

d G

> M"i! ,"te 1 1 1 5 5 5 5

'o control authori@edentry, carry out vehicle

chec$, opening etc

2 ,"te +o62 1

'o avoid theft and for

monitoring vigilance

) ,"te +o6) 1

'o avoid theft and for

monitoring vigilance

- Ad#i! *(oc1 1 1 1

'o control authori@ed

entry,

8 *oys 4oste(6A 1 1 1 igilance and monitoring

= &"dies 4oste(6* 1 1 1 igilance and monitoring

G *oys 4oste(6C 1 1 1 igilance and monitoring

J *oys 4oste(6 1 1 1 igilance and monitoring

9 5"cu(ty Reside!ce 1 1 1 igilance and monitoring

10 &e"%!i! R Ce!te% 1 1 1/onitoring andsupervision

11 Co#$ute% &"b 1 1 1 +atrolling and supervision

15 C("ss Roo# 1 1 1 +atrolling and supervision

1 St"ff Roo# 1 1 1 +atrolling and supervision

Tot"( > > > >2 >2 >- 1

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48/56

J. MY &EAR+I+,S

uring period of internship learnt ho# to manage customers as #ell as %usiness relationship

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'eam management and communication is essential #hile #or$ing in a security firm

!ell disciplined and professional approach in the #or$place #ill al#ays help the company

and the employees

3s per my study over 5 months in G4S Secure solutions India +vt td 3t -agpur

'here are some crucial points to %e remem%ered such as

-agpur is one of the most promising cities of India

!ith upcoming /etro rail pro(ect and /ihan and huge e"pansion of I' par$s there #ill %e an

immense opportunity for G4S Secure solutions India +vt td 'o diversify as #ell as

ma"imi@e their customer %ase

I surely %elieve that G4S Secure solutions India +vt td has great potential to %e mar$et

leader in the gro#ing mar$et of -agpur city

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B. CO+C&USIO+S

A+

SU,,ESTIO+S

1 3fter this study this can infer, that #ith all the potential customers a company has to

reach it is easy to see that &./ allo#s a %etter #ay to manage, reach a companies

desired customers, and provide the customer #ith the products and information they

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need 3 company that allo#s entrusted customer data to %e e"posed or stolen, or the

customer to %e misleading, endangers the company %y losing the customer they rely

on &./ can help secure this data as long as policies and processes are solidified, and

data that is handled is transferred security to every employee, customer and device

5 &./ must %e used to its full potential as it #ill surely improve the current situation of

G4S Secure solutions India +vt td -agpur

3fter study of survey process, an actual survey #as carried out at I/', -agpur #hich

#as very helpful to understand the deployment procedures #hile doing a site survey

4 &urrent management scenario and operations of G4S Secure solutions India +vt tdare %elo# average in terms of performance and customer reach

3 ?e# suggestions for G4S Secure solutions India +vt td -agpur #ould %eB

&ommunications amongst the employees of G4S Secure solutions India +vt td

-agpur office has to %e improved

G4S 'eam at -agpur must #or$ on their management strategies to strive in the

mar$et as #ell as more organised and professional approach to#ards %usiness is

needed

'hey must reali@e the current situation of -agpur gro#ing mar$et and plan,organise

and ma$e strategic advances for the #elfare of company

'here should %e more and more emphasis given %y the company for satisfying the

customer up to an ape" limit and %y providing the utility of every penny of his money

'hey must reali@e the competitive mar$et scenario and stay a step ahead

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'he security personnel must %e a#are of technological advances

'here should %e more use of information technology

'he company should %e fle"i%le to %end its rules and procedures in the clients favour

'he company can communicate and develop stronger customer %onding %y providing

social and financial %enefits

'here must %e more emphasis given on corporate social responsi%ilities as it #ill

provide a good %rand image for G4S Secure solutions India +vt td -agpur

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A++EXURE

COSTS 5OR E'&OYI+, SECURITY SERVICES

53


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AT

IMT? +"$u%

A++EXURE K I

BG>=.

2 Secu%ity Su$e%viso% 2>2J-.

+ote:

>2.)=L Se%vice T"0 i(( be ch"%ed e0t%" o! tot"( %oss bi((.

5o% "dditio!"( hou%s duty ch"%es i(( be c"(cu("ted o! $%o %"t" b"sis.

The "bove %"tes "%e %evised i##edi"te(y "s "!d he! ,ovt. %evises the

#i!i#u# "es.

The "bove %"tes "%e v"(id fo% "!!u"( co!t%"ct o!(y? fo% "dditio!"( se%vices

e i(( ch"%e se$"%"te %"tes.

The "bove %"tes "%e fo% J h%s duty $e% d"y ).-8d"ys " Mo!th.

This $%ice is i!c(usive of "(( ch"%es i!c(udi!:6

Ou% co!t%ibutio! to"%ds ESIC3C? '5? I!su%"!ce? ,%"tuity? *o!us.

Substitute fo% 3EE/&Y O55. &e"ve. 4o(id"ys. A!y othe% Abse!teeis#.

The "bove %"tes h"ve bee! c"(cu("ted "s $e% the #i!i#u# "es dec("%ed

by "! "$$%o$%i"te ovt. ide thei% !otific"tio! u!de% Mi!i#u# 3"es

Act?>B-J @ 5o% '%iv"te Secu%ity Se%vices ;

These %"tes "%e b"sed o! the Mi!i#u# 3"es "s $%o#u("ted by the

'u!e ist%ict '%iv"te Secu%ity ,u"%d *o"%d fo% the $e%iod f%o# >st D"! to

)th

Du!e "!d >st

Du(y to )>st

ec. A!y ch"!es i! M3 i(( be "$$(ic"b(efo% the "bove ive! 7uote? "fte% !eoti"tio!.

Ti#e %e7ui%ed K Mutu"((y decided o! %ecei$t of &ette% of I!te!t.

Cost of u!ifo%#s fo% su##e%? #o!soo! H i!te%.

The se%vices co##e!ce "fte% %eceivi! &OI? H A%ee#e!t.

The "bove %"tes "%e v"(id fo% the O+E MO+T4 f%o# the d"te of $%o$os"(.

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RE5ERE+CE

:unter, Glenn Lssential &./ Cno#ledgeB understanding security

issuesN06 ?e% 5001 =.B

httpBsearchsecuritytechtargetcom#e%casts'ranscript0,589691,sid14R

gci1660,00html )1 -ov 5005*

avidson, /ary 3nn L!ith Security, you get #hat you pay forN 14

/arch 5005

55


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:orne, Stephen L&./ is a +rocess, not a 'echnologyN 19 -ov 5001

=.B httpB###analyticicomimagespdf/-e#spdf )11 -ov

5005*

Isen%erg institute of strategic satireBIisonlinenetg4sDplcDanalysis

/I' S23- /anagement revie#B

Sloanrevie#miteduarticleimperativesDforDimprovingDsecurityDserviceD

uality

G4Scom

G4Sin

-agpur Guard oard

usiness .esearch /ethod, G4S

httpBsearchcrmtechtargetcom

&./ community B httpB###crmcommunitycom

Soft#areadvicecomcrm

Salesforcecom &./ soft#are

Institute of management technology ###imtedu

g4s secure solution

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