Security Service Management

City mall

June 1

2012
Project Report

A Summer Training Project On
Training Undertaken at

City Mall, Kota

“-------------- Security Services Management -------------”
Submitted in partial fulfillment for the Award of degree of Master of Business Administration

Submitted By: Nikhil Yadav MBA Part 3rd

Submitted To:Ms. Neha Garg

Year 2012

-

2013

Modi Institute Of Management & Technology, Kota PREFACE

I took my management training of 45days from 01-06-2012 to 15-07-2012 at “CITY MALL OF KOTA , KOTA“ which is a govt. of India enterprises. According to the rule of university of Rajasthan towards the fulfillment of 2 years degree course of MBA . We are supposed to go training of 45days after 1ST year.

The object of practical training in management filed is to co-relate the theory with practical knowledge & to make student familiar with industrial environment.

I have been fortunate to get practical training in such a industry which has been continuous by climbing the Dadder of development utilizing the latest technology .Here I could knowledge of various equipment which are tested & calibrated in the enterprise. My report that follow is the summary of all the knowledge that I gained additional.

Kota) & other concerned person of City Mall. constant encouragement. strong support & kind help of understand many management aspects in my training period. which introduce the scheme of providing management training for management student during the 2 year course of MBA. Kota for their guidance. NIKHIL YADAV . Kamal Kishor Sharma (Security Manager of City Mall of Kota. With the drastic development of communication & speedy industrializations of the country I consider myself to fortunate to have undergone management training in “CITY MALL OF KOTA .ACKNOWLEDGEMENT First of all I wish to express my sincere thanks to the Rajasthan Technical University. KOTA.” I am very thankful to Mr.

1 2 3 4 Chapter Name Page No. Introduction of an organization Company profile Project profile Research methodology .Serial No.

Introduction About city mall the first and only mall of Kota The City Mall will be coming up on the city’s most important thoroughfare. The famed Chambal gardens is situated at a distance of 5 km with Chambal river. . adjacent to the Instrumentation Township and only a kilometer from Talwandi. the only perennial river in Rajasthan and the magnificent Kota Fort lying not very far from the Mall’s location. the main institutional hub. A 15 minutes drive will take you to the railway station and the bus stand while the airport lies merely 2.5 km away from the Mall. The catchments area of the City Mall will cover a target population of 2 million making it the most investor friendly location.

ft. together with an enriching shopping experience. Pepe Jeans. ft. amusement corners and food court. It will only be felt and appreciated when actually visited. well embellished with stunning interior design and dazzling decoration.  Shopping space spread over a large area of 2. while the third and fourth floor will comprise of four cinema screens. it would be a destination everyone would prefer. The ground. With brands like MC Donald's. food and frolic will co-exist under the same roof.000 sq ft. fashionable. etc. colorful.60 lac sq. to 1500 sq.60. ft.000 sq. which will be complemented with restaurants. exotic. trendy. Domino's Pizza. Being an ideal retreat for every shopper the retailers at City mall can never sit idle. where fun. Spectacular the never ending fashion carnival Vibrant. It is impossible to narrate the incredible shopping experience at City mall in words. of anchor store across 3 floors by Pantaloons . Adidas.For the generation next. mystical and the list goes on. ft. Fun Multiplex. A haven for shopaholics offering irresistible choices from branded apparels to designer jewellery from furniture to fashion accessories and from exclusive western outfits to celebrated kota-doria saris. . Cafe Coffee Day. The four-story construction of the mall will cover a built-up area of around 2.  45. Levi's. attractive.BIG BAZAAR  Various sizes of kiosks and showrooms ranging from 150 sq. Shopping Arcade  Conveniently spread over 4 floors. the City Mall will be the Mecca of entertainment and recreation. Fundoo Zone. Cafe Bollywood. first and second floors will be covered by Big Bazaar and variety of showrooms.

  Exquisite experience of dining on a roof top restaurant. The feast at City mall grows perpetually and so does the profits. thus drawing all type of consumers invariably. ft.Temptation the sinful delight Indulge yourself in the world of aromas that tantalize. So stop pondering. A coffee lounge on the ground floor to relax and rejuvenate. submit to the temptation and relish the guilt. Continental and Italian to American fast food. the exquisite presentation that is feast for the eyes and savory flavors that titillate the taste buds. Chinese. Infinite variety of Foods that can satiate your appetite but not your yearning. . Large multi cuisine food court with 200 person seating capacity. Food that ranges from Indian. Food Courts    Spread over an area of 6000 sq.

000 sq. ft. .  Spread over an area of 30. Fun cinema of Zee group.  Ticketing facility on the ground floor. Encouraging footfall of the youth with Bowling Alley. Virtual reality games and Billiard's court.  4 screening halls with total seating capacity of 950 persons. Entertainment Zone   Covers an area of 6.000 sq.  Special attraction for kids: a play station.Multiplex  Theatres by India's leading multiplex chain. Ft.  Open plaza on ground floor with fountains and sit outs accompanied by beautiful landscaping.

named as Dindayal City Mall. who is a Chartered Accountant by profession and education. Pandya Group PANDYA group the proficient pioneers of the grand Kota City Mall project have diversified business establishments dealing with Petrol pumps. Atmaram Gupta.000 sq. Hostels and Real Estate. Gwalior. buyers and retailers. The group has its roots dating back to 1860 and has since then achieved numerous milestones. The group has achieved greater heights under the competent leadership of Mr. The Governor of Rajasthan has awarded him a First ISO 9001:2000 certification in the Builders and Developers Segment and his contribution to society and business is unparalleled. The ventures undertaken by the group have success stories . ARG group is a renowned name in real estate business.Owners & Developers ARG Group Established in 1989. a project spread over a huge area of 3. Their creations have received huge appreciation and recognition from the fraternity of investors. It has offered the citizens of Jaipur numerous residential and commercial complexes of finest quality. fts. The group has recently launched its Mega Multiplex and Mall at Gwalior City. Vehicle finance. wherein most of the international brands have signed for leasing arrangements.00. and also established itself successfully in other parts of India.

which are a reflection of its farsightedness.. Mr. profound business acumen and commitment. Owners & Developers . Today the group is growing from strength to strength under the dynamic leadership of father son duo. Devendra Kumar Pandya and Mr. the Pandya Group is once again all set to create a landmark for the Kota city with their latest venture KOTA CITY MALL…………………………………………………………………. Being a trendsetter. Virendra Pandya..

Virendra Jain Pandya (Chairperson & Managing Director) Owners & Developers .Company Profile Foundation Of Company Mr.

In my training time I have got followed security services management in Summer Hungama 2012 . kota Security Services We specialize in providing a wide set of Security Services to our prestigious clients of city mall.Project Profile I have completed my summer internship in city mall. personal bodyguards/VIP protection. Our clients can avail services of security guards. Furthermore. Kota.  Mall Security Guards  Event Security Management Services  Personal Body Guards/ VIP Protection  Security Guard  Industrial Securities  Housing Society Security . dog squads and trained lift men from us. we have the option to provide our clients with single man guarding contract to a mall’s security team. armed escort services. Each of our guards possess licensed arms and are well-trained to handle all kinds of emergency situations. He manages many departments in city mall. Kota. I am very thankful to him . He manages the all security services in City Mall. Mr Kamal Kishor Sharma is a security manager of City Mall. I have learnt many skills and protection arts by Mr Kamal Kishor Sharma sir. event security management.

computerized systems and efficient security personnel. sports. We provide completely trained Gaurds who are checked for their backgrounds before selection. Furthermore. Who are firmly dedicated for your Safety and Security. Belonging to special forces. Furthermore.  Personal Body Guards/ VIP Protection  Clients can avail from us reliable professionals as Personal Body Guards/ VIP Protection. these services based on the talents of experienced local and international operators. young and experiences body guards who are highly demanded among celebrities. marriages and auctions. our management coordinates with the local law enforcement and medical services for any emergency circumstances. Mall Security Guards  My team provide active and educated Guards. politicians and high-profile businessmen. these guards possess unique abilities and have to undergo vigorous vetting process before the selection.  Event Security Management Services  We make special arrangements for providing Event Security Management services to our esteemed clients. . These services are executed with the combination of electronic gadgets. Our organization makes arrangement for providing security services to music concerts. Our organization selects physically fit.

These security personnel are ever in a state of preparedness to handle any sensitive issue rapidly.  Industrial Securities  Our industrial security personnel deter. Security Guard  We provide active and trained Security Guard to our esteemed clients. Our management makes sure to conduct a thorough verification procedure to check the background of these guards. detect. crowd control. these security guards are capable of protecting our clients from all kinds of dangers and threats. We ensure that intensive and thorough training sessions are conducted to efficiently handle the emergency and contingency situation. They swing to action immediately and seek resolution they are trained to handle delicate and volatile situations . The personnel are highly experienced in the respective assigned tasks and ensure to provide the best security. These services are highly demanded by businessmen. VIPs. riot control. invoking respect and obedience  Housing Society Security  We are offer Housing Society’s Security service. observe and report pilferage and keep the assets and premises safe. stampede situations in case of fire or otherwise and reroute unruly crowds many are drawn from defense backgrounds and hence are efficient disciplined and commanding . . corporate houses and residential societies. Trained to be alert.

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a follow-up letter was sent out. The letters were written on ASIS letterhead. Several weeks later. West. The response rate for the first wave was disappointing: we received just 32 completed surveys.372 security directors of enclosed retail malls across the country having at least 250. military. These large mall owners were members of the Security Committee of the International Council of Shopping Centers. This is certainly lower than the rate we had hoped for. this time on National Institute of Justice letterhead.000 square feet. or security experience and/or state certification. About one in three respondents said that they had experience requirements including prior law enforcement.Research Methodology Survey of Mall Security Directors We sent letters with surveys attached to 1. and about the same proportion said they had other requirements. most often a high school diploma or GED. Hiring Standards We began the survey by asking mall security directors about qualifications for hiring new employees. Nearly half of respondents said they had education standards. . or West Coast). including a valid driver’s license or clean driving record. South. Less than one in ten indicated that they had age requirements. for a total of 120 completed surveys. but better than we might have expected. The second letter got a somewhat better response. The median number of security employees at the malls responding to the survey was 5 full-time and 5 part-time staff. very few malls required advanced education of new hires (see Table 6). given the circumstances. Several security directors called and told us that they had been instructed by their parent organizations not to cooperate with the survey. Midwest. We did not observe significant differences in response rates either by size of mall or region of the country (East Coast.

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median = 40 hours). . Local government entities (police. When asked to indicate which areas are incorporated into their antiterrorism training. Nearly all respondents said they required criminal background checks. Another 43% mentioned securing the scene after an attack. fire. 41% identified access control. Training Participants were asked how many hours of training new employees receive.We also asked respondents whether they required background checks on new employees.1 hours. The vast majority of new employee training was either done in-house (50%) or by the parent security company organization (31%). When asked if employees receive special training on preventing and responding to terrorism. 40% said responding to changes in national alert levels. Training averaged about a week (mean = 45. Other areas identified by smaller numbers of security directors included training in weapons of mass destruction (WMDs) and evacuation procedures. the directors most commonly cited working with first responders (46%). while slightly more than half required drug tests as well (see Table 7). or state/county officials) together conducted training at 17% of the sites (see Table 1 in Appendix A for further detail). and 34% indicated identifying terrorists (see Table 8). just over half (52%) of the security directors responded affirmatively.

or homeland security (for a breakdown. trainers from parent security organizations. and the rest were not sure. . Just over one in three respondents (38%) believed that their mall’s antiterrorism training was adequate. consultants. see Table 2 in Appendix A).Antiterrorism training was provided in-house according to 28% of security directors. The remainder said that the training was conducted by a variety of sources. most commonly law enforcement or fire personnel. Exactly half believed it was inadequate.

Training. Only 6% of respondents said that hiring standards were more stringent since 9/11 and just one in ten said that additional background verification was being required since 9/11. developing emergency response plans. and Spending on Security Since 9/11 We asked the security directors how much had changed since 9/11/2001. Similarly. just 16% of the security directors said that their budgets had increased beyond the rate of inflation since 2001. or performing risk assessments (see Tables 4 through 4d in Appendix A). Those who indicated an increase in expenditures said that the increased funds had been spent on new technology (better communication or CCTV systems). increased manpower. . Those who did have additional requirements indicated that they now conducted more thorough checks or ran drug checks (see Table 3 in Appendix A).Changes in Hiring Standards. It turned out that remarkably little had changed (see Table 9).

The kinds of things security staff were instructed to look for included generally suspicious behavior. and large or otherwise unusual packages (see Table 10). But about half (49%) of the respondents said that their staff were instructed to be on the lookout for unusual behavior or dress of mall clients. suspicious clothing (extra bulky). One in four said that they had specific performance measures to define whether they were meeting those goals. and most of these did so only occasionally. Slightly over one in three (37%) of the security directors said that they had developed a set of goals and objectives with respect to protection from terrorist attack. access control.Prevention Strategies The next section of the survey asked respondents about protective measures they may have taken to reduce the likelihood of a terrorist attack. human surveillance strategies. . These included the development of security goals and objectives. and technology. taking photos or notes of the facilities. Patrol strategies Few malls (34%) ever used undercover staff as part of their surveillance strategy.

Almost all respondents said that their malls had well-defined policies on what to do when security guards encountered a suspicious person. . the encouraged response was to continue surveillance and/or report to a supervisor or law enforcement. About one in ten respondents said that their policy was to have staff approach and talk to the suspicious individual to gain better information on what they were doing. In most cases. instruct officers to be alert for suspicious individuals. Nearly two in three (63%) security directors said that their patrol and surveillance strategies had changed since 9/11. if required (see Table 11). and pay more attention to cars and delivery trucks coming into the mall (see Table 12). The most frequent changes were to increase the visibility of security officers.

Three in ten malls had installed bollards. The vast majority of these systems (81%) were used to monitor events in real time. while one in ten had installed technology to clean the air inside the mall of smoke or other contaminants. to prevent vehicles from breaching the entrance. Technology. .Access control. or passive barriers. Very small percentages of malls had installed window film or explosive resistant trash cans (4%) or equipment to detect biological or chemical agents (1%). We asked the security directors about whether they employed technology to make their malls more secure. Six in ten answered affirmatively. Half of the security directors said that their mall had a CCTV system (see Table 13). We asked respondents whether they had plans to restrict access to sensitive areas of the mall in case of a change in the national threat advisory system or a specific threat. Fifteen percent of malls reported employing explosive detection technology or bomb-sniffing dogs. Nearly the same proportion (56%) said that they had developed or reviewed plans to keep potential wrong-doers from breaching sensitive areas since 9/11.

or FBI staff (see Table 14). . Security directors indicated that funds received through the BZPP would be used to install or upgrade CCTV systems. The same proportion reported that these plans included coordination and communication with local law enforcement. The major impetus for involvement of the state advisors in mall security has been the Buffer Zone Protection Program (BZPP).Emergency Preparedness Three out of four (73%) security directors reported that they had developed written protocols for security staff to follow in the event of a disaster. see Table 5 in Appendix A). Most commonly. and another 7% believed that they would receive such designation. Red Cross. the exercises were held with local police or fire departments. while fully 78% said that their advisors were not at all involved (see Table 15). A much smaller number (3 in 10) had held exercises to rehearse emergency protocols with first responders. Nine percent of survey respondents said that their mall had been designated as a critical asset under that program. Coordination With the Public Sector Mall security directors indicated a low level of support from their state homeland security advisors. Just 3% said that their state advisors were very involved with security planning. and medical first responders. install bollards. fire. the Federal Emergency Management Agency (FEMA). Other malls conducted exercises with EMTs. or improve training of security officers (for a complete breakdown.

Survey respondents reported that their local police were more involved with security in their malls than were the state homeland security advisors.) Survey respondents felt that public officials could assist them sharing more key intelligence (40%). What most respondents wanted was help with training and better sharing of threat intelligence. As Table 16 shows. By a large majority (63%). (In fact. mall security officials would welcome greater involvement of their state DHS and law enforcement officials in security planning. 80% had invited local police to patrol or set up a mini station in the mall. Nearly half (44%) of mall security directors stated that law enforcement officials regularly shared key intelligence with them. . Others sought more funding for equipment or help with developing emergency plans (see Table 17). About one in three (36%) security directors said that their relations with local law enforcement had become closer since 9/11. Nearly three in four mall security directors (72%) also felt that there were specific things that the federal DHS could do to make malls safer. two in three mall security directors characterized their local police as being at least somewhat involved in their security planning. by conducting risk assessments or developing emergency management plans (33%). and another 34% said that information was sometimes shared. or helping to train security officers (27%).

burglary. The results. . vandalism. terrorism was also the security concern most often rated as least important. kids loitering. They were asked to rate terrorism and five other security concerns (shoplifting. presented in Figure 5. slightly less than the 30% who ranked kids loitering as first. Interestingly. One in three respondents rated terrorism last—far more than rated any other concern last.Opinions About Terrorist Threat The final section of the questionnaire asked security directors about their thoughts on the danger posed by terrorism and any additional steps they believed necessary to adequately protect their malls. This suggests a bipolar reaction to the terrorist threat: it was either a serious concern or was viewed as a problem confined to certain cities and not one high on the priority list of malls in the heartland. indicate that terrorism was ranked first by 27% of respondents. and robbery) in terms of importance in daily security work.

attack with small arms. Small numbers of respondents also feared a car bomb. if a terrorist attack came. or a biological or chemical attack.Security directors believed that. . it would most likely take the form of a bomb blast in the interior of a mall (see Figure 6).

Slightly more than one in three security directors (38%) believed that implementing additional security measures was critical. Some respondents also thought more funds for training were important. and three-quarters of these respondents said this was due to lack of funds. The most common measures sought involved new equipment to better monitor the mall or to protect it from car bombs (see Table 18). Just 16% of security directors who articulated critical measures said that those needs were being addressed. .

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