Quality Assurance
Titan Security delivers quality service and not by accident. It takes a lot of hard work by many people to ensure that the service we deliver is the service our clients expect.
We believe that it takes more than finding the right person, training them and sending them to the site. We must follow up on our employees. An employee, for the most part, will perform their jobs in the manner in which they believe their employer expects them to.
We can train an employee to perform a task and tell them to do it. If we never check to see if the task is completed, the message sent is “We don’t care”. If we stop in at the employee’s work site and ask to see the project, we are sending the signal, “We do care”. If we study the project and ask questions about it, we are telling the employee, “It is important”. If we correct any function done incorrectly, we are sending the signal, “You can do it better and we will help you”.
To send the right message to our employees, Titan performs many inspections, asks many questions and makes corrections as necessary. We tell our employees, “We care”.
Titan requires all managers to participate in the quality assurance program. Here is a normal schedule:
- Titan management will make personal visits to the accounts on at least a quarterly basis to provide direction and coordination on an on-going basis. Titan’s practice of “local decision making authority” provides for immediate solutions and support to the security team.
- Operations managers and field supervisors will inspect each site several times a week. These visits will be on different shifts and times. Each inspection is available for client review.
Titan tailors its Quality Assurance Program to meet the specific needs of each individual client. In essence we work with our customers to develop a “Report Card” that will serve as the measurement tool that evaluates our service. This “Report Card” is agreed upon with our client contact(s) during the transition phase. That individual will be responsible for maintenance the agreed reporting system and the maintenance of post orders and other on-site documents, etc.
To assist our client contact(s) in measuring our service delivery, Titan provides a fully web-enabled, real time reporting and information solution controlled by parameter-driven software that empowers Titan to get proactive. Real time data on schedules, payroll, training, human resources, incidents, and performance are all available from a single database that is maintained by Valiant. The system is known as Vision™ and it represents state-of-the-art workforce management tools.
Site reports such as Post Orders, Daily Officer, Incident, Inspection, Sign-In and Client Requests are maintained to ensure compliance with each our clients’ site requirements and procedures. Site and overall quality assurance plans are put in place to meet client objectives. Both Titan and our clients have a 360-degree view to evaluate our service and to make operational adjustments.
Performance measurements vary from client to client. Accordingly Key Performance Indicators will be developed based on a site by site basis. Customer service performance standards used by Titan include but are not limited to the following:
- Officer turnover
- Billing and payroll accuracy
- Staffing compliance
- Training compliance
- Management response
- Overtime to total hours worked
- Hours per week billed vs. contracted
- Officer testing results
- Management visits
- After hours inspections