esa installation & service professionals (isp) group meeting
TRANSCRIPT
ESA Installation & Service Professionals (ISP)
Group Meeting
Introductions
Mark Grossman, Chair20 years experience in the industry, all
within operations and general management
Began as a Technician and have progressed through the operations ranks by contributing in leadership roles for small, medium, and large electronic security integrators
Vice President, Branch Operations, ASG Security, Beltsville, MD - Responsible for the company’s branch level performance by providing overall strategic direction, guidance, corporate support, and resources to the operational activities of the organization with the objective of maximizing growth and profitability
Trevor Block, Vice Chair22 years experience in the industry, 9
in the sales side and 13 in the operations side
Began working in the industry as a residential sales rep and advanced through various operational roles with ADT and Guardian, such as; Regional Ops Director, Service Manager, General Manager and VP of Field Operations.
Vice President of Field Operations, Guardian Protection Services, Warrendale, PA –
Responsible for the company’s operational resources and the productivity of branch personnel.
Mission & Scope
MissionTo increase knowledge, skills and professionalism of individuals
charged with Installation and Service responsibilities within member security companies
ScopeThe ISP group will facilitate the exchange of ideas, information, best
practices, and reporting regarding those topics that are important to its members.
Survey Results – Member & Member Company Demographics
70%
17%
10% 3%
Job Function
Exec/GMFunctional MgmtEngineer/Field StaffSales/Other
48%49%
3%
Business DisciplineSecurity Installing Dealer/Systems In-tegrator w/ CSSecurity Installing Dealer/Systems In-tegrator w/o CSOther
24%
13%36%
27%
Company Revenue$500,000 or less$500,001 - $1 million$1 million - $5 millionmore than $5 million
151 Members representing 120 of 2000 Member Companies
Survey Results – Member & Member Company Demographics
Video 89%
IDS 95%
Fire 83%
Access Control 75%
7% Commercial Building Automation
12% Commercial IT
18% Commercial Energy Management
22% Commercial A/V
25% Home Automation & Networking
28% Residential A/V
Product Categories
69% Government
92% Residential
76% Institutional
82% Industrial
95% Commercial
Markets
Survey Results – Operations Management
Skills
Assessm
ent T
ools/Software
Training &
Certifica
tion Schools
Appraisa
ls & M
erit P
rogra
ms0%
20%40%60%80%
Personnel Management
Sales
Estimati
ng & Pap
erwork
Contract
Proce
ssing
Job Completi
on and Close
out
Job Billin
g0%
20%
40%
60%
80%Process Management
Personal
Vehicles
Co provided
Take H
ome Veh
icles
Co provided
At Work
Vehicle
s
Fleet
Fuel
and M
aintenan
ce Card
s
Replac
emen
t/Reti
rement P
rogra
m
0%
20%
40%
60%
80%
100% Currently Do/UsePlanning to Do/UseNo Plans to Do/UseDon't Know
Fleet Management
Survey Results – Information Systems
Mobile
Syste
ms/Devic
es
Installa
tion Sched
uling
Installa
tion Job Costi
ng
Installa
tion Estimati
ng
Invento
ry Contro
l
Servi
ce Disp
atching
Servi
ce Es
timating
Servi
ce Back
log Man
agem
ent
Installa
tion Backlo
g Man
agem
ent
0%
10%
20%
30%
40%
50%
60%Currently Do/UsePlanning to Do/UseNo Plans to Do/UseDon't Know
Systems / Software / IT Tools
Survey Results – Productivity & Labor Management
Hours per
Device
Hours per
Kit
Servi
ce Calls
per Day
Tech
nician Commiss
ion Program
s
Hourly Rate
on Site
Hourly Rate
Punch In
/Out
Hourly Rate
from Sh
op
Piece R
ate Pro
grams
Hourly Rate
from Home
4 X 10 Sched
ule
Tue -
Sat S
chedule
Split
/ 2nd Sh
ift Sched
ule
GPS Sys
tems /
Software
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%Currently Do/UsePlanning to Do/UseNo Plans to Do/UseDon't Know
Productivity & Labor Manage-ment
Open Discussion
Summary of Key Topics & Member Interest• Non-traditional product categories (A/V, Automation, Energy Management, and IT) are becoming more relevant in the
electronic security industry. Are you integrating these new categories into your business?
• 79% of member companies formally train and certify their teams and 55% measure productivity, but 45% do not currently have Appraisal & Merit based programs and 65% do not currently have a Skills Assessment Program. What can the ISP Group do to help?
• 67% of member companies have written SOP’s for the administrative portion of the business effecting Installation and Service (sales estimating, contract processing, job completion, closeout, and billing). Can someone comment on the effect this has had on I & S efficiency and production?
• Only 11% of member companies have their technicians use personal vehicles. It is interesting that this is quite polarizing especially with the state of gas prices and the cost of maintaining a vehicle or fleet. Thoughts?
• An average of 28% of member companies have no plans to use IT systems, software, or tools to enhance their operations. Are there members here today that can elaborate on their position?
• Piece Rate programs are used by only 16% of member companies. Comments?
• Non-traditional schedules are taboo. Comments?
Survey Results – What is Important to YOU?
0%
10%
20%
30%
40%
50%
60%
70%
80%Very ValuableSomewhat ValuableNot too ValuableNot at All Valuable
What information is valuable to our Members?
Survey Results – How do YOU want to stay informed?
0%
10%
20%
30%
40%
50%
60%Very ReceptiveSomewhat ReceptiveNot too ReceptiveNot at All Receptive
How do you want it Delivered?
ConclusionAny Finals Thoughts or Comments?
Next MeetingsISP ESX CrawlTonight at Whiskey River @ 9:00 pm• Wear your ISP Ribbons and Glow in the Dark swag• Socialize and Network with your Peers
ISP Webinar / TeleconferenceSeptember 21, 2011 @ 2:00 pm Eastern• Participate in the future and next steps for the ISP Group
Not a Member of ESA and the ISP GroupJaclyn SionBusiness Development Specialist2300 Valley View Ln. Suite 230Irving, TX 75062 T 888.447.1689 x213F [email protected]
Thank You for your Attendance