Security managers, security guards, closed circuit television (CCTV) and electronic article surveillance (EAS) systems are important security tools, but the overall responsibility for loss control still remains one of the central functions of a retail store manager.
This is according to Buddy Anderson, ADT Security retail specialist with over 30 years experience in the field of in-store security. “Loss control is the direct responsibility of management and it forms an essential part of their normal job function.”
If a security manager is also employed, Anderson emphasises that there needs to be a high level of understanding between the store manager and the security manager to help ensure the potential for loss control is maximised. “A substantial degree of confidence must exist, and both the security manager and store manager should be clear on all operational matters. Ground rules must be created and boundaries set, and the security manager should know exactly what legal and corporate authorities he is required to adhere to.”
Anderson continues to say that loss control can be broken down into three stages:
Stage one
Existing external and internal risk factors should be measured and calculated through a recognised risk assessment survey which covers all aspects of security and safety. “In the case of a department store, a risk assessment survey would have to be carried out on each individual department in order to establish the inherent risks and the type of merchandise being sold,” he explains.
Every aspect of retailing should be examined, from the delivery of goods to the final point of sale. All processes and procedures should be tested and investigated for vulnerability failures, and all merchandising and display methods should be considered. Point of sale procedures should be clearly understood by cashiers and any security officers who are stationed near the cash points.
Stage two
Training, training, training. “This is probably the most important step in loss control, it is imperative,” says Anderson. “Training should start with the manager so that he is properly equipped to support and encourage staff in the application and awareness of loss control measures. Trained staff are an important facet of loss control as they are the eyes and ears of the business, and because of this it is vital that they are aware of the damage losses can cause to a company.”
Once employees have completed the training, the newly trained person should be supervised until they are confident enough to carry out their duties efficiently. “Through repetition comes retention. In addition, measurements should be put in place to ensure that operational compliance is maintained and productivity is ongoing,” he says.
Stage three
Once loss factors have been assessed and the levels of productivity, efficiencies and awareness factors have been raised, any remaining risks can be tackled with technical security measures. Anderson says that although security measures can be costly, if they are properly utilised and monitored closely, they can prove to be cost-effective.
“Good loss control does not come from one particular security implementation but from a number of measures which help to make up a pro-active security approach and an integrated security solution to complement well-trained staff.”
Regardless of the systems in place, it all comes back to well-trained staff, especially the manager. “Unfortunately, all too often loss control training is done as an afterthought and many managers have had no formal introduction to the problems that will occur. Training will help to ensure that managers are well equipped to combat losses using the most appropriate actions and this will help to ensure that a return on investment is achieved more quickly.”
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