157■Ensure that all drug-screening programs are consistent
with existing human rights legislation (zero court-upheld
challenges).
■Respond to every customer complaint about security staff
within one working day.
Improvement
■Reduce the cost of vandalism to less than $1,000 per year.
■Develop and implement at least two new theft-preven-
tion techniques per year.
■Reduce incidents of physical violence against staff by 15%
in 2005.
■Reduce drug test positives by 10% in the upcoming year.
Supervision and Training
■Schedule mobile patrols so each floor is checked at least
once per hour.
■Ensure that all fixed-post security employees are alert
(zero reports of inattentive security staff from building
occupants).
■Ensure that main desk security employees use the visitor-
tracking system as indicated in the security manual.
■Ensure that all security staff have, wear, and use appropri-
ate uniforms and identification badges at all times.
■Help all security staff members procure and maintain
“Certified Protection Professional” status.
Theft
■Implement an employee-monitoring strategy in high-risk
areas.
■Maintain theft levels at less than 1% of total inventory.
■Work with managers in high-theft departments to reduce
theft in those departments by 20% this year.