Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Wilson James Security Management Brochure
1. t h e ‘no comprom i s e ’ s e c u r i t y pa rt n e r
2. The industry’s
highest quality
security services
When it comes to protecting your business, the stakes
are high. There’s a constant risk of losing information,
assets or revenues through fire, theft or fraud. And
security breaches can result in negative publicity and
irreparable brand damage.
Wilson James can protect you
Wilson James delivers the industry’s highest quality
security services based on one key element: investment
in people. Through fair pay, excellent training,
management support and a maximum 48-hour
working week, we ensure our teams are keen,
attentive, competent and dedicated to minimising
risk across your business.
As well as redefining service quality, Wilson James
delivers excellent value for money. We can help
identify inefficiencies in your current security provision,
re-engineer costly working practices, and suggest
innovative technology solutions that reduce your
staff overheads.
Through our unique approach, Wilson James is
delivering great results for industry-leading customers.
We have contract retention rates of more than 95
percent, and unprecedented, low staff turnover of
less than 10 percent. Based on our performance and
commitment to quality, it’s no surprise that 100 percent
“
of Wilson James customers would recommend us.
[Wilson James] is a first-class security company that continues to maintain
high levels of client satisfaction with many prestigious, high-profile accounts.
”
The company is committed to continual improvement in its systems and the
service it provides, which helps to maintain it as a benchmark company
for the sector
NQA Inspector for the ACS
.
3. “
O u r s e r v i c e p o r t fo l i o
”
Wilson James security services
Wilson James delivers the highest quality security and
Wilson James has been a
guarding services in the industry. Through consultancy, leader in innovation for
we assess your existing provision and design a solution
our company
that is tailored to your specific needs.
Client, Linklaters
We have experience of delivering security and guarding
services to clients in an array of settings, from corporate
offices and galleries, to airports, warehouses and data
centres. Key services in our portfolio include:
• Security management
• Security guarding
• Remote and on-site CCTV and alarm monitoring
Wilson James front-of-house services
Through excellent training and working conditions,
Wilson James brings you the most effective, best
presented front-of-house staff. Our offerings span:
• Reception and concierge
• Switchboard and helpdesk
“
• Chauffeurs and drivers
• Mailroom and porterage
”
The Wilson James reception team consistently more than fulfil their responsibilities.
It is to their credit that there are so many compliments and notes of
thanks from members of staff
Client, BG Group
Wilson James value-added services:
At Wilson James, we strive to offer customers the
best-value security provision in the industry.
To achieve this, we take an in-depth look at your
existing security services and identify key areas of
inefficiency. We then suggest innovative working
practices and technologies that automate routine
tasks, improve security and reduce staffing overheads.
Specifically, we increase efficiency and value through
our suite of Wilson James value-added services,
which include:
• Service re-engineering and consultancy
• Risk assessment and auditing
• Electronic counter measures/bug sweeping
• Protection for executives
delivering excellence at every level
4. S e t t i n g n ew s t a n d a rd s fo r s e c u ri t y p rov i s i o n
Leaders in training
Wilson James is committed to delivering the highest
quality security and front-of-house services in the
industry. To achieve this, we offer you training that
consistently exceeds industry standards. The result is
a team of attentive, high quality, fully-skilled security
“
staff that deliver consistently excellent service to
your business.
”
Wilson James has long proven
itself to be fully committed to
developing its staff at all levels
Course Director,
The People Develoment Team
Annual Technical Refresher training for every member
of the team ensures knowledge is kept fully up-to-date. Excellent pay and working conditions
And, uniquely to Wilson James, all staff participate in
Wilson James employees receive good rates of pay and
our Customer Experience Day training which promises
we remain the only company in the industry to work
your visitors a warm and professional welcome.
a maximum 48 hours a week in accordance with the
Working Time Regulations. Part of our core philosophy
is to offer a good work:life balance, which helps to
increase job satisfaction and minimise employee
churn, ensuring the best possible security solution.
Effective contract management
Wilson James Business Services Managers are rarely
expected to manage more than eight contracts each.
With time to focus on the strategic direction of
your contract, and supported by Customer Service
“
Managers, they ensure every team member is inspired
and motivated to achieve the best possible results.
The first thing that hits you is
the quality of Security Officer
that Wilson James employs.
The working hours are great and
”
the teamwork between all shift
members is something I haven’t
experienced before
Steve Povey,
Security & Support Manager
.
5. Adding value
We lead the way in the application of new technologies and
deliver a range of added value services that can help you
manage your premises more efficiently and cost-effectively.
The purpose of these services is to:
• Implement innovative technology solutions to
“
reduce manpower requirements
• Maximise the effectiveness of on-site employees,
based on improved working conditions, increased
motivation and better management
• Extend the role of Security Officers to value-added
Our manager is strongly supported by his
tasks such as monitoring health and safety
• Provide security training innovations that improve
management team at Wilson James and is
“
knowledge and skills effectively part of our team. This contract
”
represents a solid, long-term relationship
Wilson James employs a highly that continues to offer new and creative
professional management team who opportunities for service enhancement
Client, Electronic Arts
are genuinely passionate about quality.
”
We have formed an exceptional Wilson James: Driving the security industry forward
partnership (and) this is reflected in Stuart Lowden, MD, and other members of the
our decision to reappoint Wilson James Wilson James board, are working tirelessly to
drive up standards across the security industry. As
Client, Linklaters
contributors to a number of key industry bodies,
they are lobbying for better working conditions,
better training and better pay, both for the benefit of
employees and clients.
Writing in Risk Magazine, Terry O’Neil of The
Security Watchdog says: “There is only one man
capable of trying to lead this industry to a better
future and that is Stuart Lowden. [Stuart] has tried
to set the industry on a new course post-licensing
by embracing the terms of the Working Time
Regulations for his staff. Why don’t some of the
major companies follow that lead?”
Award-winning health and safety practices Exceeding industry standards
We are accredited to all relevant ISO standards for
At Wilson James, our health and safety record is among
security guarding, quality management and environmental
the best in the industry, ensuring we can protect your site
working, positioning us to deliver the best services to
and people effectively. We have an excellent track record
your business. We have also been an Investor in People
with a reportable accident rate currently of 0.26% per
since 2003, are an NSI Gold company and have been the
100,000 hours worked.
first to receive the NSI Contract Quality Marque standard.
driving industry innovation
6. A seamless transition to Wilson James
“ Wilson James anticipates
and listens to us as their
client and really went
”
beyond the call of duty to
support the set-up of
the contract
Client, Rio Tinto
If you choose to work with Wilson James, we will
protect your business from the very first days of
your new contract.
Critically, we will provide a dedicated Mobilisation
Manager to ensure a smooth, on-time transition
“ The mobilisation team was
extremely knowledgeable
in TUPE regulations and was also
sensitive and compassionate to
from your previous provider. What’s more, we individuals’ concerns. The whole
are experts when it comes to integrating and process was extremely well managed
”
re-motivating employees based on the TUPE
process, ensuring we never lose critical staff or
and our security operations were not
knowledge during contract set-up. impaired at all. Overall a successful
Following initial staff training to keep morale
and trouble-free transfer
high during changeover, we ensure you receive
consistently excellent, uninterrupted services
Client, PricewaterhouseCoopers
through ongoing staff motivation. We also
operate a Staff Welfare and Development
Programme which is a tool for regular
dialogue with staff.
Before the transition, we develop and deliver a
detailed mobilisation plan. This is then used as the
agenda for weekly report meetings, ensuring that all
key transition milestones take place seamlessly, on
time and on budget.
7. D e l i ve ri n g ex c e l l e n t c o n t ra c t p e r fo r m a n c e
Wilson James strives to deliver excellent performance
throughout every stage of the contract lifecycle, based on:
Frequent performance reviews
These take the form of annual, quarterly, monthly and
weekly meetings, as well as ad-hoc communications.
Performance reviews are used to increase service levels
by implementing best practices, addressing changing
needs and measuring achievements against key
performance indicators.
Leading service level agreements (SLAs)
Before the contract begins, we sign a comprehensive SLA.
“
This covers issues such as timekeeping, attendance,
training and response times. We will agree the relevant
key performance indicators with you up front, and
monitor them throughout the contract lifecycle.
In Wilson James I have a partner
”
Service benchmarking
At Wilson James, we benchmark every aspect of our that supports me unequivocally in
service to support continual service improvement, striving to achieve excellence in
from service delivery best practice and pay, to benefits,
productivity and performance.
all that we do
Client, Carillion
24/7 support
We have managers and mobile night support teams on
duty 24/7, enabling us to react quickly to service
requests outside office hours. These teams are backed up
by a national, 24-hour communications centre which holds
British Security
detailed escalation plans for each of our customers in the
event of an unplanned incident. Industry Association
(BSIA) membership
Access to the Wilson James bench team Because Wilson James is a member of the BSIA,
To ensure we can react swiftly to the ever-changing needs you can be sure that we are financially sound and
of our customers, we have a bench team of fully-trained that our people and processes comply with or
Security Officers. Typical duties of the bench team exceed all relevant industry standards. Above all,
include emergency cover in response to an on-site you can be sure you are working with a security
incident or ad-hoc support for planned internal or provider that is committed to excellence across
external events. all areas of service delivery.
Next steps…
To find out how Wilson James can help you optimise security provision and minimise business risk,
contact 01628 535600, email security@wilsonjames.co.uk, or visit www.wilsonjames.co.uk/security
putting knowledge into practice
8. Work:life balance
Quality
Value for money
Service re-engineering
Training and development
Front-of-house
Focussed on service
Integrated solutions
Consultancy
Technology innovators
Contact
Darwin House 21 Whitefriars Street Osprey House Centrex House
Bourne Park London Pacific Quays 1 Simpson Parkway
Cores End Road EC4Y 8JJ Broadway Kirkton Campus
Bourne End Salford Livingston
Buckinghamshire Manchester West Lothian
SL8 5AS M50 2UE EH54 7BH
Tel: 01628 535600 Tel: 0207 353 4171 Tel: 0161 877 6999 Tel: 01506 497895
Fax: 01628 535601 Fax: 0207 353 4169 Fax: 0161 877 9669 Fax: 01506 497896
email:security@wilsonjames.co.uk
www.wilsonjames.co.uk
new ways of t h i n k i n g , n e w way s o f w o r k i n g