Security Systems News

JUL 2017

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Page 14 of 36

I spent the morning of ESX 2017's third day attending the three-part leadership boot camp, presented by Justin Robbins, content director for HDI and ICMI. "Boot camp is not always comfortable, it's not always fun, but it gives you information that you absolutely need to move for- ward," Robbins said in the first session. The first part was entitled, "Leadership Fundamentals in the Monitoring Cen- ter." He examined the variety of aspects related to a monitoring center, defining it as a "coordinated system of people, pro- cesses, technologies and strategies that provides access to information resources and expertise, through appropriate chan- nels of communication, enabling interac- tions that create value for the customer and organization." From there, Robbins defined leadership in a monitoring cen- ter as having everything to "handle an accurately forecasted workload, at service level and with quality." Among a variety of factors that impact monitoring centers, Robbins took a close look at three driving forces: work- load arrival patterns, visible or invisible queues and customer tolerance factors. In "Resource Planning in the Monitor- ing Center," the second part of the leader- ship boot camp, Robbins focused on the concept of "having the right people, in the right place at the right time." Here, he outlined steps of the planning and management process, such as choos- ing service level and response time objec- tives, collecting data, forecasting work- load and calculating base staff. Robbins stressed the importance of getting this right, adding that there are consequences of having too many or too few staff on at a time. Companies should be looking at workload in short time peri- ods throughout a day, such as half-hour intervals as opposed to the workload over an entire day. Companies can then accommodate by bringing on or taking off employees as workload fluctuates throughout a day. Another concept Robbins examined in his second session was "shrinkage," the average amount of time an employ would not be able to work as a result of training, time off or other factors. In the last portion, "Inspiring Opera- tor Performance in the Monitoring Cen- ter," Robbins looked at various groups of employees, including those that are tuned out, on hold, engaged, overwhelmed or burnt out. He touched on engagement and satis- faction. These topics are not necessarily linked, he said; A person can be satisfied with all of the compensation and bene- fits, but they are not engaged, or a person could be engaged, but dissatisfied with their benefits or pay. Robbins said that people leave bosses more than they leave jobs. He added to this point by illustrating the differences in why a person joins a company and the reasons they might leave. People generally join a company first for its compensation, second for the job itself, and lastly for who their supervisor would be, he said. However, when they chose to leave, the biggest reason is often the employee's supervisors, followed by the job's responsibilities, and lastly for the compensation. Robbins underlined the impact of seemingly simple gestures, like a hand written thank you note when someone does something above and beyond. ESX 2017 was capped off by the "Pub- lic Safety Luncheon: Video Surveillance – Focusing on the Evidence," where Miles Brissette, principal in the Law Offices of Gill & Brissette, spoke on factors of how video surveillance is used in the court- room. I was interested to hear Brissette talk about how the face is generally not focused on, and other factors are used to identify criminals captured on video. He showed a video where a person was recognized on video because of charac- teristics in their bag that tied them to a crime, not their face. In another video example, Brissette showed a clip and highlighted that the person committing a crime was identi- fied due to the appearance of their jeans. Among other pieces of insight, Bris- sete highlighted the importance of having something colorful in the field of view of a camera, which can be used for color calibration. It was great to be in Nashville, Tenn. for ESX 2017 and I hope to see another great line up of educational sessions and keynote speakers at ESX 2018, to be held in Nashville, June 19-22, 2018. SSN the secondary power solution. Most requirements for UL 827 new eight edition are effective on Jan. 31, 2018, with redundant site requirements effective May 29, 2020. Recognizing a wide range of attendees in the session, Hauhn discussed a vari- ety of aspects relevant to The Monitor- ing Association's ASAP to PSAP program, such as how it works and its benefits. The program seeks to improve accura- cy and speed of communications between central stations and PSAPs by transmit- ting alarm information digitally. Among other benefits, Hauhn noted on the time saved per call, about one-and-a-half min- utes per call. From the approximately 190k dispatches using ASAP in the last 15 months, the time saved adds up to about 4,748 saved hours, he said. Giving an update on the program's progress, Hauhn mentioned getting parts of New York online with the program with help from Doyle Security Systems. The general session, "Innovate or Else" presented by Dr. Robert Kriegel, best sell- ing author and owner of Kriegel 2 Inc., talked about approaches to business— particularly the difference in a winning attitude and trying not to lose. Kriegel pointed out that industries are changing. "The digital revolution has changed everything, dramatically changed everything," he said. He invited the audience to play a game with a person next to them, asking them first to play to win. Attendees had a dif- ferent strategy when asked to play not to lose, becoming more cautious and taking fewer risks. Everybody is playing-not-to-lose in one area of their life, Kriegel said, and that is an opportunity for growth. "What's one thing that you could be doing right now that's a play to win strategy?" Among other advice, Kriegel spoke against the "110 percent" mentality, say- ing that a passionate and more easy-going 90 percent is better than a stressed 110 percent. Among the afternoon sessions I was drawn to "Residential Security: Innova- tion, Competition, and Channel Growth," with panelists Derrick Dicoi, executive director for Xfinity Home Product Man- agement, Comcast, Tom Few, senior vice president of business development for Vivint, Timothy McKinney, Vice Presi- dent of ADT Custom Home Services, and moderator Dina Abdelrazik, research ana- lyst for Parks Associates. Abdelrazik opened with some per- spective from Parks Associates' research, including that the penetration rate for the industry has been steady over the past several years and key triggers to buying a security system are the move to a new house or a break-in experienced in the neighborhood. The format for this session was largely around attendee questions, which cov- ered a range of topics including whether lower cost options could canablize a com- pany's higher RMR base as well as Vivint's new FlexPay options and its partnership with Best Buy. Day Three George De Marco opened the keynote luncheon, featuring a presentation by Carey Lohrenz. es X 2017 Continued from page 9 July 2017 SEC u RIT y S y STEMS NEWS NEWS 10

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