Security Insight-Service and Security, Friends or Enemies? The Role of Service in Security
What is Security? Interestingly, many people who work in a security related function or have the responsibility for ‘security’ really don’t even know what it means. It’s no wonder then that organizations fail to treat this function, and those associated with it, with due respect. What we see as security are the obvious things like officers in uniforms, maybe with badges and guns, locks and alarms, and cameras. But these are just the tools that help Security to provide a service. Security is often equated (incorrectly) law enforcement, but it does bare some similarities. We look to law enforcement in times of trouble and to maintain order, keep us safe and catch the criminals who infringe on our way of life. At work we rely on Security, whether it’s a department of people with whom we interact, policies and procedures that must be followed, or the outward symbols and tools of the trade. The police are charged with protecting the public, while security allows the business enterprise to operate.
The service or ‘deliverable’ of security is to create a positive atmosphere or feeling. That service is to ensure a safe environment, without anxiety or doubt; one that allows a business entity to operate without fear or danger; it ensures confidence and provides protection and safety. Safety and security are conducive to a successful business environment. These elements are by definition intangibles, just like service. In a private corporation, customer service is the overwhelming majority of security. The ‘customer’ may be defined differently depending on the organization, and is sometimes more aptly described as stakeholders. Anyone who has a stake in the success of an organization relies on the security of that organization. This may include, in addition to the obvious, family members of employees, stock holders, vendors, business partners, and the community in which the business operates.
We often overlook average service, and sometimes even outstanding service, because it’s expected. Security is also taken for granted that if nothing happens, and you feel safe and secure at work for instance, then security is working just fine. Just like in customer service, security gets attention when it goes bad or the system fails. Security has taken on a new level of importance since the terrorists’ attacks on America in 2001, because people are more aware of their vulnerabilities. We see the tangible signs of increased security with the inception of the Department of Homeland Security, the Transportation Security Administration providing conducting passenger screening at the airport, and the implementation of new laws on wire tapping and surveillance, just as a few examples. The objective of these new entities is the same as security but on a much broader scale; to ensure a safe environment for us the public.
We measure customer service in terms of how well we are treated, which is primarily based on the interactions with employees. So how do we measure security? Usually if nothing bad happens, then security is good and has provided the necessary service. When we need the assistance of Security, similar to the involvement of law enforcement personnel, is when we are in trouble and need help. In both cases this is a service and the quality of the service received is a direct reflection on the organization as a whole. Keep in mind that Security is providing a service, regardless of whether security is embodied by a group of people or a function combined with others. Without that that critical service, the organization would not be able to operate in a positive environment and it’s everyone’s responsibility.
