Quantitative and emotional security, two concepts that must be fully identified in our sector.
by Modesto Miguez*
Defined "Security" as a predictable and reliable environment in which purposes can be developed without fear of losses or unwanted interruptions, to understand what refers to the reasons for success in the provision of "security" services, they can be grouped for consideration and analysis into two perfectly differentiated aspects.
According to the characteristics of the needs and the recipients of the service, one will apply more than the other due to its extremes put in evidence, one quantitative and the other emotional.
Quantitative security
As for the first, it is the one that you have, you can measure and control the left side of the brain, it is the rational, logical, calculating and oroganizing. It is defined in the different methods to measure security risks that have the regulatory support of iso, ANSI and ASIS, highlighting the quantitative methods of the risk formulas of the US Department of Homeland Security (R = AxTxC).
Its most relevant aspect is that in it you can define magnitudes and units. There are tangible values such as the amount of the loss, the probability of occurrence of an event and the magnitude of the impact.
This quantitative security applies when what is at stake can be expressed in kilograms, meters, seconds, watts, percentages, gold, money and any asset (all measurable).
It applies mainly in theories expressed in the POA (ASIS Asset Protection Manual) and the subjective value of intangibles such as brand, goodwill and reputation for the client must be appreciated.
The most valued component to determine the economic success of projects is the ROI (Return on Investment). Here resources earmarked for security are seen as an investment, not an expense.
It measures how much is invested to achieve "security" and how much is saved in losses by lowering the risk as a probability of occurrence of the different factors causing the loss events.
The relationship between savings in losses and investment to reduce risk is what defines ROI and this will be proportional to the success of the project.
Success is defined as making the investment, obtaining the expected results in the development of a security plan sustained over time in which pre-established procedures such as periodic maintenance were applied with the adjustments and updates that the new needs that security demand (here there is a lot of fabric to cut).
As an example we can cite the installation of a fire protection system.
Examples where quantitative security predominates occur when for a company, who decides whether or not the system is made is the finance manager.
He is only interested in numbers, he will seek to verify that by accepting the proposal, the numbers will close better than not doing so.
The keys are documentation, specifications, contributions of demonstrable information, regulations, procedures and traceability that demonstrates the veracity of the data.
Emotional security
The second extreme is emotional security is the one that is felt, cannot be measured, managed by the right side of the brain with predominance of emotions such as intuition, fear, passion and creativity.
Here the methods and techniques applied for quantitative security only serve to reinforce the mental image with which the person frames the decision to be made.
The key word that defines the level of sense of security is TRUST. Therefore, everything that reinforces trust adds up and what doesn't, subtracts.
Because the sense of security cannot be measured in objective mode, zero-sum effects do not apply, negative factors subtract much more than positive ones add up.
As an example, it can be said that a lie is not compensated by telling a truth.
Documents that prove work done "according to standards" and procedures only reinforce the feeling, but tacit contracts such as "the word" are more valuable.
A responsible professional attitude added to the effort and dedication to make effective systems is what contributes most to a long-term relationship to be worthy of the trust placed.
This reinforces the idea that the most valuable personal and professional "asset" is trust sustained over time. It applies especially when what is protected are people. "The tranquility of loved ones", an impossible value to measure with quantitative methodologies for risk analysis.
I repeat, the keys to success are all the factors that reinforce trust. We do not refer to the self-confidence of friendship or kinship but to what is defined as the firm hope that a person has that something works in a certain way, or that another person acts, without opportunism, as it is according to their culture expected.
What does that trust building bring?
- The availability that demonstrates immediacy in the response (even if it is only a call or signal that acknowledges receipt of a message).
- Respect (listening to the customer, striving to understand what they need).
- Fulfill promises (punctuality and responsibility).
- The image (from presence to rating on social networks).
- The recommendation (preferably disinterested).
- Good reputation (positioning, recognition and prestige).
- Belonging to a brand.
* Eng. Modesto Miguez is a specialist in comprehensive security and alarm monitoring. Teacher. Founder of the monitoreo.com group, writer and lecturer. He currently provides permanent advice in 300 monitoring and security companies throughout Latin America and Europe. Contact [email protected]
