Francis D’Addario, Emeritus Faculty, Security Executive Council, former Vice President of Partner and Asset Protection, Starbucks:
Objective performance should be non-negotiable with qualified security providers. Proven solutions evolve from collaborative risk assessments, innovative mitigation design and results measurement. They are routinely communicated period over period and year over year.
Successful providers convey value via a client-agreed scorecard. Strategic communication of relevant risk mitigation benefits is essential.
How does the security product or service measurably protect people, assets, and brand reputation? Can the solution optimize the core business? Does it improve the customer experience? What is the test plan? What are the metrics? What are the project risks? What does success look like? Will the solution seamlessly integrate with existing and future infrastructures? Will it build stakeholder confidence? Do end-user benefits exceed total cost of ownership (purchase, subscription, maintenance and training) for recurring return on investment?
Providers are more likely to exceed client expectations before, during and after their engagement when everyone knows the score.
Next Month’s Question: What can security providers do to show the true value of their offerings at a Board of Directors level?