EXECUTIVE SUMMARY

G4S operating in India since 1989 currently employs over 167,000 highly trained, smartly
uniformed and strictly supervised professionals.With an extensive network of more than 180
branches and regional offices across the country, the company provides unmatched security
solutions to all its Clients.

The project on personnel selling and customer relationship management was carried out in
G4S Secure Solutions (India) Pvt. Ltd. Nagpur. The intention behind taking over this project
with G4S Secure Solutions was to study the selling of security personnel as well as to study the
customer relationship management methods adopted by G4S Secure Solutions (India) Pvt. Ltd.

The project was carried out for the period of two months. In G4S Security Services India Pvt.
Ltd while conducting the study of personnel selling and CRM these were the reasons important
for intent of study.

To study why security is important in modern life.

To study benefit of the security system

To study why security personnel is different than chowkidar.

To study importance of security in Industry.

To study importance of security in corporate offices

To study importance of security personnel in Bungalows.

To study the importance of security in educational hub.

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Particularly for this specific study Main source of Data is taken from G4S Nagpur
Office database and G4S company site.
Information has been collected through various books, studies, journals and published
documents have also been considered in this project work.
As an intern, performed various tasks such as project management, portfolio
management, site survey, investigation, acquiring requirements, providing quotations
etc. With help of senior officials
While the study in progress, a site survey is also done for a big educational institution
in Nagpur.
According to the survey conducted, entire site survey report is also attached and
deployment of security solution is proposed along with the cost breakup.
This study can be used to enhance knowledge of selling of Security personnel and
customer relationship of Management.
It can helpful while understanding of the satisfaction level of customers regarding the
Security services.
This study will provide the necessary data to Gain knowledge about the various
Security systems and it will definitely provide knowledge about the various methods
adopted for selling and marketing of security personnel.

2. Objectives of the study:

1. To study the Customer relationship management methods adopted by G4S

security.

2. To study the selling of Security personnel to company by G4S.

3. To study the survey process of G4S.
4. To study the management and operations at G4S,Nagpur.
5. To study the cost breakup of rates of security personnel.
6. To study the different types of services of G4S.
7. To study the survey of Industry/Corporate office/Educational Hub.

Significance and Importance of the Study:

In G4S Security Services India Pvt. Ltd as a management trainee I studied the
topic of personnel selling and CRM and following are the observations made
by me during the internship which I found to be important for intent of study.

To research why security is important in modern life.

To research benefit of the security system

To research why security personnel is different than chowkidar.

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To research importance of security in Industry.

To research importance of security in corporate offices

To research importance of security personnel in Bungalows.

To research the importance of security in educational hub.

While my study of personnel selling in G4S secure solutions India Pvt. Ltd.
I got to observe my seniors to work on CRM for creating connections and facilitating
the tasks.
Where I observed and learnt to manage client as well as security personnels(guards)
The method is stated below
Initially with the help of CRM ;
Collection of customer list and rate quote from G4S Nagpur Office is done.
Then Quotation process will be taken out by operations department As well as feedback
form must be collected.
Mainly sources of Data is taken from G4S Nagpur Office database and G4S company
site.
After the collection of data then processed data to be conveyed to the management
body of G4S Nagpur city for decision making.
This is a standard method followed by the officials to conduct the business and provide
best service to the clients.

Limitations of the Study:

Availability of resources.

Based on Minimum wages

Time constraint.

Company policies.

Response Bias

The study is limited only to Nagpur city.

Possible outcomes of the project:

This study can be used to magnify knowledge of manned security services and customer
relationship of Management.
It can helpful while understanding of the satisfaction level of customers regarding the
Security services.

This study will provide the necessary data to create awareness about the various Security
systems.
And it will definitely provide knowledge about the various methods adopted for selling and
marketing of security personnel.

3. BUSINESS ENVIRONMENT

G4S operating in India since 1989 currently employs over 167,000 highly trained, smartly
uniformed and strictly supervised professionals.With an extensive network of more than 180
branches and regional offices across the country, the company provides unmatched security
solutions to all its Clients.
G4S is proud to be associated with an impressive clientele including Diplomatic and UN
Missions, IT Industry, Multinationals, Hotels Industrial Units, Airlines & Airports, Financial &
Educational Institutions, Malls & Multiplexes, BPOs, Public Authorities, Small Businesses,
Medium Sized and Large Businesses, NGOs, Power Plants, Metro Rail Security, Highway
Security and many more.
Being the most professional organization in the country because of our total commitment to
quality and customer satisfaction, G4S strongly feel that security is a sensitive business. It
needs professional and specialized expertise to provide the service in accordance with the
requirements and to the utmost satisfaction of the client.
G4S provides the best of quality services that is tailor made to customer requirements and
specifications and one stop shop for all Security related services. Indian Group Companies are.

G4S Corporate Services (India) Pvt Ltd

G4S Secure Solutions (India) Pvt Ltd

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G4S Training Services (India) Pvt Ltd

G4S Security Systems (India) Pvt Ltd

G4S Cash Services (India) Pvt Ltd

G4S Facility Services (India) Pvt Ltd

G4S Central Monitoring Services (India) Pvt Ltd

Indo British Garments Pvt. Ltd.

First Select Pvt Ltd

G4S IT Services (India) Pvt Ltd

The leading professional security organisation in India.The company is an ISO 9001: 2008
QMS certified by the Moody International and believes in total commitment to quality and
client satisfaction.
G4S believes they understand the sensitivity of security business and the importance of
providing professional and specialised expertise in accordance with the requirement and to the
utmost satisfaction of the client.
G4S India currently provides the following services:

Secure Solutions

Corporate & Industrial Investigations

Beat Patrol

Central Monitoring Response

Emergency Response

Fire & Safety Services

Certified Protection Officer (CPO)

G4S success can be attributed to their professional approach to the business.

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G4S Security Officers are carefully selected, thoroughly vetted and adequately trained. Our
personnel are smartly uniformed, well equipped and constantly supervised.

G4S worldwide:
G4S Plc,largest employer quoted on the London stock exchange with more than 618,000
employees,is a british multinational security services company head quartered in crawley,UK.
It is worlds largest security company measured by revenues and has operations in around 125
countries.
G4S is the leading global integrated security company specialising in the provision of security
products,services and solutions.

Key executives for G4S

Mr. Ashok Bajpai - managing director

Mr. David Hudson regional president
Mr. Neil Prasad - regional managing director(south asia)
Ms. Rehana Qureshi regional marketing director

G4S Culture and values

G4S culture is defined by our values, beliefs and behaviours
G4S seek to embed our values in all aspects of our operations and they form part of our
recruitment, development and review processes.

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Managers and employees are encouraged and expected to behave in line with the groups
values and to speak up when witnessing behaviour which does not meet our standards.

Values at G4S

Customer focus
G4S have close, open relationships with our customers which generate trust and work in
partnership for the mutual benefit of our organizations.
Best people
G4S employ the best people, develop their competence, provide opportunity and inspire them
to live our values.
Integrity
always be trusted to do the right thing.
Expertise
develop and demonstrate our expertise through our innovative approach to creating and
delivering the right solution.
Performance
seek to improve performance year on year to create long-term sustainability.
Teamwork and collaboration
G4S collaborate for the benefit of their customers and G4S.
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Safety first
G4S prioritise safety management to protect the health and well-being of our colleagues and
those around us.
In 2014, G4S have introduced a new value to focus specifically on the safety of colleagues and
those around us. This is supported by a number of key safety initiatives and campaigns
designed to increase awareness of health and safety matters, learn from best practice and
prevent health and safety incidents.

4. INDUSTRIAL ANALYSIS

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SWOT ANALYSIS:

STRENGTH:
Real Estate-Having the right real estate is essential to
G4S India Pvt.Ltd.Locations are important because it helps consumer
to utilize companys offerings.
Innovative Culture-An innovative culture helps to produce unique
products and services that meet their customers needs.
Asset leverage-It allows the company to use their best operational assets
to expand their business and improve their market shares.
Financial Leverage-It allows the company to use their balance sheet to
expand their business and increase their profits.
Supply Chain-It helps obtaining the right resources fro suppliers and
delivery of the right products to customers in a timely manner.
Economies Of Scale-It is the cost advantages that the company obtains
due to size as-greater the volume,the greater the advantages.

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 WEAKNESS:
Online Presence-the online market is essential for displaying
information and selling products.a weak online presence can result in
lost opportunities.
Lack Of Scale- It means the cost per unit of output is very high.
Increasing volume,while maintaining the quality,
it would help reduce those costs.
Weak Management-It increases business risks and reduces profit of
company,because they are responsible for the health of the business.

OPPORTUNITYNew Products-This always heps to expand the business and diversify of

their customer base.
Emerging Markets-These are fast growing regions of the world that
enables G4S India Pvt. Ltd. To quickly expand.
Strategic acquisitions-G4Ss various acquisitions and their successful
business integration not only is a source for its inorganic growth but also
help strengthen the scope of business operations further.

THREATSMature Markets-Mature markets are competitive.

In order to grow in a mature market,it has to increase market
share,which is difficult and expensive.
Volatile Revenues- It makes planning difficult,
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which could delay key investments in G4S India Pvt Ltds business.
Hike in labour costs-Increasing manpower costs may have an adverse
effect on company.
Stringent regulations-G4S operates in regulated industries.if the
company fails to comply with the changing laws and regulations,its
business and financial condition could be materially and adversely
affected.

5. COMPANY PROFILE

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NATIONAL PRESENCE : INDIA

16

North Zone

G4S SECURITY SERVICES

17

In India, G4S is positioned as the Leading Professionally Managed Security Service Provider that offers
a wide range of Security Services.
A strong workforce of well trained security personnel renders services round the clock towards the
common objective of protecting assets, property and life.
G4Ss unique position in the industry is the reflection of its responsive attitude and high standards of
services, which are based on its strong and fundamental pillars of:

Extremely stringent process of Selection in accordance with the Groups policies.

Regular and exhaustive Training complementing our International Standards.

G4S places great importance on the quality of Supervision, operating round the clock.

Emergency response is ensured by state of the art 24 hour control Room operating 24x7 hours
basis

The companys National Guarding operations have been geographically segmented into four zones and
under each zone there are nine regions. Each Zone is headed by a Managing Director, Region by Sr.
Vice Presidents / Vice Presidents / General Managers and Branches by Branch Managers. Each branch
is fully equipped with support staff, inclusive of Operation Managers, Finance Managers, Personnel
Managers and other supervisory staff.
G4S provides smartly uniformed, highly trained and well-supervised guards for security and safety of
assets, personnel and property. Guarding Services are carried out by ways of provision of guards for
static posts and mobile / beat patrols for all types of premises.
Further, each region has a full-fledged training school where all our employees undergo extensive
training as per standard G4S norms.

Guarding services are carried out by provision of guards for static posts and mobile/ beat patrols for all
types of premises. G4S guards carry out the following functions at individual premises: Gate/ Entrance

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Control, Reception, Patrols, Response Functions, Executive/Personal Security Services, Escort

Services. The wide ranges of services provided by G4S Security Services are as follows:

G4S Secure Solutions India Pvt. Ltd.

Static Guarding

Executive Protection

Mobile Patrol

Event Security

Investigation

Beat Patrol

Aviation Security

G4S firmly believes that the main criteria in providing quality security services are:

Selection

Training

Supervision

Post & Instructions,

Corporate Response, and

CLIENT FEEDBACK
To further improve upon our services and meet the expectations of our clients, we seek continuous
comments from our Customers. We have a system whereby we get a regular Clients Feedback that
helps us not only for corrective actions wherever required but also to upgrade ourselves as regards our
services.

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G4S : KEY DIFFERENTIATORS

As the largest Security Company in India G4S take pride in providing the highest
level of service to our clients and attending to their individual requirements

Largest provider of Total Security Solutions

International Expertise with experience & exposure to Indian Security Market Scenario

Single point of contact for all Security and Safety related services

Extensive National Network allowing better market coverage with a single point of
contact for Multi location clients.

-Offering various levels of security personnel including Guards, Lady Guards, Armed
Guards, Supervisors, Inspectors, Marshals, Vigilance Officers and Security Officers

Stringent recruitment procedures through background checks

Comprehensive training programmers through Central Training Academies across the

Nation.

24-hour Control Rooms and Quick Response Team across the country.

Intense supervision by patrol teams to ensure effective supervision and quick response.

Customized services to meet specific security requirements.

Professional expertise for Risk Analysis and Threat Assessment to corporate and
individuals.

Compliance with all mandatory, legal and statutory obligations.

Providing consultancies and conducting awareness capsules on Crisis Management,

Bomb Threats, Fire Control, Premises Evacuation and Business Continuity Plans.

Devising Integrated Security Design.

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VALUE ADDED SERVICES

A) ROUND THE CLOCK CONTROL ROOM
A state of-the-art Control Room monitors and responds to all Medical, Criminal and Fire
related emergencies at the clients site in shortest possible time. 24x7 Control Room monitors
alarms generated remotely at site and provides customized response.
In order to provide the best response to its customers, the Company has a concept of 24 hours
Control Room located in all its regional & branch offices. A trained controller is put in each
control room whose job is to receive messages, analyze them and inform the right person. This
acts as one point communication and command centre, after the regular office hours. This
certainly gives support to the operations team and works as a `Nerve Centre of a response
organization comprising of Duty Director, Operations Director, Regional Director and the
Managing Director in case of any emergency.

B) QUICK RESPONSE TEAM

To support the entire security set-up, mobile Quick Response Teams are available at the disposal of the
control room. These teams are connected through Radio Communications & Mobile Phones. QRT
mainly comprise of personnel who are well-equipped and capable enough to take corrective and
required actions during emergencies.

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CLIENTELE

We are proud to mention that we have many world renowned organizations, banks, multinational
companies and retail outlets among our clients. Please find below the various type of organizations
and premises we are Currently securing in INDIA.

Bank & Financial Institutions

Hotels

Hospitals

Embassies & Diplomatic Missions

Complexes & Offices

Industrial Houses

Factories & Manufacturing Plants

Warehouses

Residential Complexes and Buildings

Telecom

Educational Institutions

Showrooms

Departmental Stores

Shopping Centers

Super Markets

Aviation

Government Departments

6. STUDY TOPIC:
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6.1

Personnel Selling

As the study is about personnel selling and CRM. The term personnel selling has a
different meaning in G4S Secure Solutions (India) Pvt Ltd, by this hybrid term they mean
providing MANNED SECURITY SERVICES.
This means selling of manned security personnels to the respective organisations for their
welfare.
The qualified and competent teams Security Guards and Concierges handle complex
situations with ease and in a very professional manner. Which make clients visitors and
business clients feel safe, and comfortable. The clientele can go about doing their business
without any worries and unnecessary tension.
The presence of well trained security personnel (guards) keep unauthorized persons out of
the building and safeguard tenants and general public. These personnel are trained for
such situations, They enforce building policies and procedures and respond to
emergencies such as fires, flooding, power failure and medical emergencies.
These security personnel are properly trained professionals the details of the
competencies of manned service is given in the study.

6.2

G4S Personnel Training

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G4S Training is a division within the group, with years of experience in security and
management development. We are widely acknowledged as market leaders in providing
security related training. Originally established to support the growth of our own
organization, we have worked successfully for many years with major public and private
sector organizations to meet their training and development needs.
We appreciate that training is significantly different from most other outsourced services,
because it impacts directly on the performance and behavior of employees. We recognize how
important it is to our clients that we demonstrate a real understanding of business issues and
that any solutions we propose will be practical, cost-effective and designed to make a real,
measurable impact in the workplace.

Quality Policy:
at Training Division, G4S Security Services (India) Pvt Ltd, are committed to
organizational development by providing continual improvements in our training and
consultancy services to
individuals and groups, and achieving a high degree of end-user satisfaction.
We take great pride in the quality of all the services we offer to our clients. The quality is recognized

and underpinned by our achievement of ISO 9001:2000 QMS (Certified by British

Standards Institute).
The certification reposes our continuous demonstration of our commitment to quality and
helping our clients achieve sustainable business results through the development of their
people.

Client Base:
Our client base ranges from Embassies, United Nations Organizations, Global Banks, Global Telecom
companies, Seaports, Airports, DMRC, IT/BPO Companies, Major Hotel chains, Hospitals, Shopping
Malls
etc.

PERSONNEL TRAINING PROCESS

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We work with our clients on a partnership basis, designing and agreeing bespoke programs.
Every piece of consultancy work and every training solution is tailor made to meet clients
specific requirements, and we have the resources to do so economically and efficiently.
When appropriate, we will take time to assist the client with a full training needs analysis
beforehand, then follow the project through afterwards until the impact of the training or
consultancy has been evaluated.
Our flexibility allows the content and emphasis to be adapted as the program unfolds.

TRAINING SERVICES
Although very varied, our services for clients fall broadly into following areas:
Security related training, development and consultancy.
Management and business skills development.
We offer a comprehensive range of courses that covers Advanced Security Skills, Operations
Management, Assignment Supervision, Specialised Security Courses, Management
Development Programs, Hostage Negotiations etc.

FACULTY
We deal with people, their development, their business and above all their success. Meeting
this challenge requires some exceptional people.
As a progressive company, we have 95 seasoned and experienced faculty, mainly drawn from
the Armed Forces, Para-military and Police.
As a recognized investor in People, we are committed to developing our staff to ensure that
they deliver high impact training programs to our clients.

METHODOLOGY

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Our trainers are not tied to just one training methodology, but use a number of techniques,
including formal inputs, indoor and outdoor experiential activities, mentoring and coaching to
reflect organizational culture,individual learning preferences, and desired outcomes. Practical
sessions are in dyads for Unarmed Combat and Individual exercises for First Aid, Fire
Prevention & Control.

TRAINING DELIVERY
We are equally flexible in our service delivery. Programs can be run at clients own premises,
at our training institutes, or other convenient venues. This flexibility, coupled with our
attention to detail and quality focus, ensures that our clients receive training that best suits
them.

TRAINING CENTRES
We have 32 Training Centres spread across the country.
The Central Training Academy at Delhi is ISO 9001:2000 certified by British Standards
Institution.
Regional Training Academies at Bangalore, Mumbai, Kolkata
Other training facilities located at Gurgaon, Jaipur, Chandigarh, Noida, Mysore, Kochi,
Trivandrum,Calicut, Hyderabad, Chennai, Sriperambudhur, Coimbatore, Salem, Pondicherry,
Madurai,Bhubaneswar, Rourkela, Angul, Jharsuguda, Jamshedpur, Asansol, Siliguri, Patna,
Raipur, Pune,Ahmedabad, Guwahati and Goa.

TRAINING FACILITIES

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The Central Training Academy at Mahipalpur, Delhi has state of the art facilities to impart
both classrooms Instruction and field practical and demonstrations.
This campus provides:
6 spacious air-conditioned classrooms with white boards, overhead projection systems and
audiovisual equipment.
A seating capacity of approximately 200.
Simulation room for (20 participants) equipped with simulation software, dummy models,
and sand models etc. providing a conducive environment for simulating real life situations.
Space for un-armed and self-defense courses.
Aesthetically designed and well-stocked cafeteria.
Open space for conducting foot, baton and other drills.
Well-equipped library cum study room.
Live fire and fire extinguishing demo facilities.
Medical room for medical checkup of trainees.
Well-equipped conference room.

GENERAL TRAINING AND DEVELOPMENT PLAN

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 Basic Course which includes Topics as specified by the Private Security Agencies
Regulation Act 2005 like

Conduct in public and correct wearing of uniform

Physical fitness training

Physical security of assets, security of the building or apartment, personnel security,

household security

Fire fighting

Crowd control

Examining identification papers including identity cards, passports and smart cards

Understanding English and Arabic numerals as normally encountered in the

identification of documents arms licence travel documents and security inspection
sheet

Identification of improvised explosive devices

First Aid

Crisis response and disaster management

Rudimentary knowledge of the Indian Penal Code right to private defense procedure
for lodging first information report in the police station

Badges of rank in police and military forces

Identification of different types of arms in use in public and police

Use of security equipments and devices

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ON JOB TRAINING:

which is customized and site specific (e.g., IT/BPO)

Access Control
Frisking of employees, visitors & vendors (If permitted by the client)
Vehicle Search
Visitor Management
Identification of Computer parts and accessories
Fire Alarm Systems
CCTV Monitoring & reporting
Vehicle Parking & Control
Materials Gate Control
Surveillance of Utilities, HVAC, Server room, Generator etc
Patrolling and surveillance of premises
Transport control and reporting
Surveillance at the Canteen/Mess
Reporting on deviations to the client

REFRESHER COURSE:

which further sharpens the Knowledge and Skills like

First Aid & CPR

Communications & Reporting
Fire Prevention & Control
Guarding Skills
Dealing with People
Customer Care
Emergency Procedures
Evacuation Drill

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SPECIALIZED COURSES:

Fire Prevention & Control

Bomb Detection & Search

First Aid and CPR

Emergency Procedures

Evacuation Drill

Traffic Management

Material Control

CCTV Monitoring

Shopping Mall Security

Hospital Security

IT/BPO Security

Risk Analysis

Security Survey Audit & Security Design

Hostage negotiations and Crisis Management

Operations Managers Course

Branch Managers Course

Junior Supervisory Course

Junior Managerial Course

Advanced Management Course

Assignment Supervision & Management Course

Tactical & Evasive Driven

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6.3

Customer Relationship Management

Customer Relationship Management software has been a buzzword in the

Information Technology industry for quite a few years now. Many companies are looking at
how CRM can help make them more successful by providing an extensive customer
information database in which Sales, Marketing, Service, and other departments can use a
variety of ways to better serve the customer.
In todays competitive marketplace, good customer service is extremely important.
There are many software vendors selling CRM software packages that offer a
one-stop solution for gaining marketplace share, manage, and retain customer
loyalty to their product.
It is note worthy for companies to keep in mind that CRM deals with handling a companys
most important resource: Customer Data.
This study is designed to help the security professional determine the
considerations that are involved with a secure CRM rollout.
It will cover:
Company procedure considerations for CRM.
Policies that need to be in place: Privacy and Security.
Security questions and answers for a CRM vendor and integrator.
Technology that will to be secured in many CRM implementations

What is CRM?
There is no one definition that describes, What is CRM?.
This is because CRM has a different definition for every company.
I would best explain CRM as a combination of processes, polices, and technology that is
driven by business philosophy centered on the customer.
A company that wants to implement CRM is attempting to fully satisfy, understand its current
customer base, and attract more customers.
By optimizing the business model the company hopes to make its relationship with the
customer satisfying.
This helps the company save money, and generate more revenue by understanding the
customer demographic better.

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Technology and Security with reference to CRM

CRM packages that are developed by software companies are designed to be
one-stop solutions to managing all the customer data for a company, and present
the data back to the employee or customer that needs it.
These products generally have a base product for CRM, and then provide add-on features that
can be incorporated into other parts of the business.
For example, a company may purchase a CRM package initially for Marketing and Sales to
handle collecting customer contact data, literature distribution, and customer leads.
Later they can add on functionality for a customer to access extranet sites to
view order information, invoices, and sales history.
Some packages even have Helpdesk packages for customers and employees to track product
problems, provide knowledge base, and online support.
These are the types of technologies that go into supporting CRM Packages:
-

Database Servers to store customer data.

Web Servers to present data to internal employees, Sales

representatives, Field Service Technicians, and customers.

CRM Application.

Web Browsers

Wireless devices such as Cell phones, Laptops and PDAs.

As can be seen from the technologies listed above there are many different fronts to secure on
a CRM package.
The reason this is such a big issue is because many of the businesses that are now looking
into CRM are small to medium businesses.
These size businesses may not have the technologies in place, and will need them to work
with CRM. They will quickly have to implement the technology, and learn how to secure it.
This may cause the implementation of security to be an afterthought to getting the system up
and running.
Small to medium size companies usually have a smaller IT department that might not have
the time to properly install and monitor these new services.
Small businesses also have to keep in mind which technology the vendors they are looking to
implement fits with their current environment.
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If a company were mainly using Microsoft Windows as their desktop and server operating
system it would be more advantageous for them to pick a vendor that fully supports this
environment.
The reason behind this is the current IT staff will hopefully have a
good understanding on how the Microsoft environment works, and will have
default security practices in place.
Bringing in a Unix server to run an Oracle database or Apache web services might force a
strained IT department to learn how to secure an unfamiliar technology. This could cause
important security issues to be missed.

CRM SOLUTIONS

Sales and opportunity management with reporting and analysis

Contract management across clients and individual sites

Centralised common processes

Contract renewals with reminders, alerts and calendar synchronisation

Job costing incorporate period and one-off quotes

collaboration/workflows

Report on key performance indicators using wizard driven reports and

dashboards

Centralised employment records wages, training, holidays, visa

compliance

Dashboards and reports to aid job, workforce and payroll management

ERP and accounting software integration such as Sage and Sage Payroll

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6.4

CURRENT CRM PRACTICES

AT

G4S secure solutions India Pvt. Ltd.

34

As the customer data is most important property of the business.

It must be maintained to regulate the business fluently.however the companys internal
practices are deemed classified the CRM platform they use on a regular basis is Salesforce.

Salesforce.com CRM Software

The Salesforce cloud is the leader in on-demand customer relationship management. The
system offers a broad suite of CRM applications for small, mid-market, and enterprise
organizations, with a focus on sales and support.
Sometimes referred to just as "SFDC," Salesforce offers vertical solutions for the wealth
management and financial services segments only, but its partner network (AppExchange)
offers a wide variety of other industry-specific solutions. The applications are built on the
unique Force.com platform, a modern architecture that provides increased flexibility and
scalability to suit organizations of any size.
The Salesforce app has capabilities in sales management (its heritage), marketing automation,
partner relationship management and customer service. These work together to help
organizations manage customer accounts, track sales leads, conduct and monitor marketing
campaigns, and provide service post sale.
Salesforces social media application, Chatter, allows for social networking and collaboration
across the organization. For very specialized industries and organizations, the Force.com
platform enables custom application development. Developers can gain access to the
application development environment and access the tools and resources they need to design,
create, and deploy a custom app for their organization.
Salesforce for Outlook allows users to synchronize contacts, calendars, emails and tasks in
both places to reduce double entry. Because these capabilities are delivered via the cloud, this
happens whether the email or task is completed in the office, home or during the morning
commute. Check out the Salesforce.com reviews below for more information about how the
tool effectively streamlines work in Outlook with advanced Salesforce contact manager
capabilities.
CRM Salesforce solutions are available only for software-as-a-service (SaaS) deployment.
Force.com is a secure and scalable platform for development. It provides a complete
technology stack that covers database and security as well as workflow and user interface.
Because all applications are deployed in the cloud, they can be designed, built, tested and
deployed without the added expense of purchasing hardware and IT support.
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7. TASKS UNDERTAKEN

36

As a management trainee in In G4S Security Services India Pvt. Ltd Nagpur,my job was
to assist the seniors to manage the personnel selling and customer relationship
management.
My task was to arrange the official paper work and notify the security personnel their
respective job.
I worked with various officials to assign and allocate the personnel according to the need
of the clients.
While working as an intern in G4S Security Services India Pvt. Ltd Nagpur I travelled
with my company guide Mr. Deepak Jadhav for various purposes like site
investigation,handling of critical situations, taking requirements for new clients,
providing quotations etc
So,my study is about personnel selling and customer relationship management;after
working in G4S Security Services India Pvt. Ltd Nagpur I gradually grasped the
knowledge and started my study with drawing up my objectives.
According to the objectives;the study of CRM and current CRM practices at G4S was
studied
Along with the study of providing manned security services to the customers.
Study of various services provided by G4S Secure Services India Pvt. Ltd. Is done.
Costing process is classified in G4S but after doing a site survey i got to study the costing
process for security solutions deployment.(annexure)

37

7.1

SITE SURVEY

38

While working as an intern in G4S Security Services India Pvt. Ltd Nagpur I travelled
with my company guide Mr. Deepak Jadhav for various purposes like site
investigation,handling of critical situations, taking requirements for new clients,
providing quotations etc.

During this endeavour i got the opportunity to visit and assist My company guide Mr
Deepak Jadhav for doing a survey for INSTITUTE OF MANAGEMENT
TECHNOLOGY, Nagpur.

IMT Nagpur is one of the top b-schools in India established in 2004 which spreads over a
sprawling campus of 27 acres in the outskirts of Nagpur.

IMTs campus site survey for providing security solutions and the study carried out by
senior officials is as follows:

39

SURVEY REPORT
ON
INSTITUTE OF MANAGEMENT TECHNOLOGY

During the internship in G4S India Pvt. Ltd. I got to participate in a survey conducted by
G4Ss senior officials.Which is as follows:

SITE SURVEY

Survey is a systematic identification and evaluation of risks at the premises of a customer

with a view to avoid/reduce all types of losses to both people and property. Security is a
covert and important facet of health of any organization.

Security if conceptualized and regarded as a Chowkidar of the yore years would be a grave
error on the part of any management. Security is much less an administrative matter. In fact
it could be placed in the perspective of RISK MANAGEMENT AND LOSS
PREVENTION and often consider as an important management tool indirectly affecting
the operations and hidden order situation, employees unrest and unionization. It is essential
to have a security set up which is unaffected by local factors. Total Security by a reputed
security organization is suggested in this case.

40

AIM:
The Aim of this Survey is to conduct a study of the existing state of security at Institute of
Management Technology. and recommend measures to provide optimum and cost effective
security.

METHODOLOGY:

Mr. PS Hans (Ops Officer) AND Mr. Deepak Jadhav (A/C), with his team went to the Site of
Institute of Management Technology to conduct security survey.

They went independently to take the round of the premises to conduct Survey. This report is
only an overview of the existing system being followed at Institute of Management
Technology.

SITE DISCRIPTION:

Institute of Management Technology Katol Road, Dist -Nagpur

OBSERVATIONS:

During the initial walk around the following were observed: -

Boundary wall should be made at all Side of site.

There are Three gates on the site. One main gate and other locked.

In Premises all departments are available.

Required CCTV cameras

Provide communication on all guard post with each other and security control.

41

IDENTIFICATION OF THREATS

PEOPLE

Contrary to the normal thinking, the greatest security risk to any Company or College is the
utmost free flow of people in and out of the Company or College.

THEFT AND PILFERAGE

A wide spectrum of people who would be visiting the premises at present could be
Contractors Employees
Prominent Industrialists
Senior Corporate Managers
Contractors
Visitors
Maintenance Staff
Institute Employees
Government Functionaries
i.e. Police, Fire Services, Water and Electricity Dept. Labour Dept. etc.

42

FIRE

It is a fact that 80% of the loss to companies as well as corporate sectors is from fires. Fire
not only damages property and many people, but also if not thought of seriously can kill
people, and damage business.
An awareness program needs to be organized at regular intervals for all personnel including
management, covering the following aspects of Fire prevention and control

1.
2.
3.
4.
5.

Causes of fire
Chemistry of fire
Types of fire extinguisher
Action to be taken in case of fire
Demonstration / dummy drills for extinguishing fire.

Proper Assignment and Site Instructions already given with the tasks and job
responsibilities of the individuals at each post for the implementation by the Security. This
would bring about clarity of job and accountability.

TRAINING & REHEARSALS

Training and Rehearsals should be carried out for the following:

1.
2.
3.
4.
5.

Evacuation drill in case of fire

Routes of escape and directions
Removal of combustible materials
Re-assembly areas and Head counts.
Access Control

43

MISCELLANEOUS

Besides these there are certain risk factors which occur instantly but should be considered and
action taken accordingly, planned in advance.
These are:
1.
2.
3.

Natural calamities like earthquakes cloudbursts etc.

Strikes, riots and vandalism
White collar and computer crimes.

TRAINING:

The guarding personnel need to be trained in the following aspects of Industrial and
Corporate Security and Educational hub apart from the basic training.

Fire Prevention and Control

Search Procedures for personnel, baggage and Vehicles.

Dealing with people

Gate House Duties.

Handling of bomb threats.

Patrolling of the premises.

First aid training

Phone etiquettes

Mob Handling

44

RECOMENDED DEPLOYMENT
AT
IMT
NAGPUR.

SI

Site/ Post

Supervisor

45

Guard

Securit
y

Remark

Officer
Shift

No

1
2
3

Main Gate

1st

2n
d

3r
d

1st 2nd

Gate No-2
Gate No-3

3r
d

To control authorized
entry, carry out vehicle
check, opening etc.

To avoid theft and for

monitoring vigilance

To avoid theft and for

monitoring vigilance.

Admin Block

To control authorized
entry,

Boys Hostel-A

Vigilance and monitoring.

Ladies Hostel-B

Vigilance and monitoring.

Boys Hostel-C

Vigilance and monitoring

Boys Hostel-D

Vigilance and monitoring

Faculty Residence

Vigilance and monitoring

10

Learning R Center

Monitoring and
supervision.

11

Computer Lab

Patrolling and supervision.

12

Class Room

Patrolling and supervision.

13

Staff Room

Patrolling and supervision.

12

12

14

Total

46

1.5

NUMBER OF GUARDS REQUIRED -

38

NUMBER OF SUPERVISORS REQUIRED - 3

NUMBER OF SECURITY OFFICERS REQUIRED - 2

TOTAL NUMBER OF SECURITY PERSONNEL REQUIRED - 43

The above deployment is based on the Security Survey of Institute of Management

Technology 01.08.2014.

Keeping in view the area, nature of work, Man & Material movement the above
security deployment is strongly recommended to avoid any theft / unforeseen incident.

47

8.

MY LEARNINGS

During period of internship learnt how to manage customers as well as business relationship.
48

Team management and communication is essential while working in a security firm.

Well disciplined and professional approach in the workplace will always help the company
and the employees
As per my study over 2 months in G4S Secure solutions India Pvt. Ltd. At Nagpur.
There are some crucial points to be remembered such as
Nagpur is one of the most promising cities of India.
With upcoming Metro rail project and Mihan and huge expansion of IT parks there will be an
immense opportunity for G4S Secure solutions India Pvt. Ltd. To diversify as well as
maximize their customer base.

I surely believe that G4S Secure solutions India Pvt. Ltd. has great potential to be market
leader in the growing market of Nagpur city.

49

9. CONCLUSIONS
AND
SUGGESTIONS

1. After this study this can infer, that with all the potential customers a company has to
reach. it is easy to see that CRM allows a better way to manage, reach a companies
desired customers, and provide the customer with the products and information they
50

need. A company that allows entrusted customer data to be exposed or stolen, or the
customer to be misleading, endangers the company by losing the customer they rely
on. CRM can help secure this data as long as policies and processes are solidified, and
data that is handled is transferred security to every employee, customer and device.
2. CRM must be used to its full potential as it will surely improve the current situation of
G4S Secure solutions India Pvt. Ltd. Nagpur.
3. After study of survey process, an actual survey was carried out at IMT, Nagpur which
was very helpful to understand the deployment procedures while doing a site survey.
4.

Current management scenario and operations of G4S Secure solutions India Pvt. Ltd.
are below average in terms of performance and customer reach.

A Few suggestions for G4S Secure solutions India Pvt. Ltd. Nagpur would be:

Communications amongst the employees of G4S Secure solutions India Pvt. Ltd.
Nagpur office has to be improved.
G4S Team at Nagpur must work on their management strategies to strive in the
market as well as more organised and professional approach towards business is
needed.
They must realize the current situation of Nagpur growing market and plan,organise
and make strategic advances for the welfare of company.

There should be more and more emphasis given by the company for satisfying the
customer up to an apex limit and by providing the utility of every penny of his money.
They must realize the competitive market scenario and stay a step ahead.
51

The security personnel must be aware of technological advances.

There should be more use of information technology.
The company should be flexible to bend its rules and procedures in the clients favour.
The company can communicate and develop stronger customer bonding by providing
social and financial benefits.
There must be more emphasis given on corporate social responsibilities as it will
provide a good brand image for G4S Secure solutions India Pvt. Ltd. Nagpur.

52

ANNEXURE

COSTS FOR DEPLOYING SECURITY SERVICES

53

AT
IMT, Nagpur
ANNEXURE I
QUOTATION FOR MANNING SERVICES
S.No

Category (Civil
Category)

Rates
8 Hours duty /
Days a Mth

Security Guard

19716.00

Security Supervisor

21284.00

Note:

12.36% Service Tax will be charged extra on total gross bill.

For additional hours duty charges will be calculated on pro rata basis.
The above rates are revised immediately as and when Govt. revises the
minimum wages.
The above rates are valid for annual contract only, for additional services
we will charge separate rates.
The above rates are for 8 hrs duty per day / 30.45days a Month.

This price is inclusive of all charges including:

Our contribution towards ESIC/WC, PF, Insurance, Gratuity, Bonus.

Substitute for WEEKLY OFF. Leave. Holidays. Any other Absenteeism.
The above rates have been calculated as per the minimum wages declared
by an appropriate govt. wide their notification under Minimum Wages
Act,1948 ( For Private Security Services )
These rates are based on the Minimum Wages as promulgated by the
Pune District Private Security Guard Board for the period from 1st Jan to
30th June and 01st July to 31st Dec. Any changes in MW will be applicable
for the above given quote, after negotiation.
Time required Mutually decided on receipt of Letter of Intent.
Cost of uniforms for summer, monsoon & winter.
The services commence after receiving LOI, & Agreement.

The above rates are valid for the ONE MONTH from the date of proposal.

54

REFERENCE

Hunter, Glenn. Essential CRM Knowledge: understanding security

issues.06 Feb 2001. URL:
http://searchsecurity.techtarget.com/webcastsTranscript/0,289691,sid14_
gci516630,00.html (15 Nov 2002).
Davidson, Mary Ann. With Security, you get what you pay for. 14
March 2002.

55

 Horne, Stephen. CRM is a Process, not a Technology. 19 Nov 2001.

URL: http://www.analytici.com/images/pdf/DMNews.pdf (11 Nov
2002).
Isenberg institute of strategic satire:Iisonline.net/g4s-plc-analysis/
MIT SLOAN Management review:
Sloanreview.mit.edu/article/imperatives-for-improving-security-servicequality/
G4S.com
G4S.in
Nagpur Guard Board.
Business Research Method, G4S
http://searchcrm.techtarget.com
CRM community : http://www.crmcommunity.com
Softwareadvice.com/crm

Salesforce.com CRM software

Institute of management technology www.imt.edu/

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