Innovation and the Deterrent Effect
In the retail locations, video surveillance provides important data in the event of a robbery or other incident, and it is also protecting against lawsuits from slip-and-fall injuries and customers tampering with food. Point-of-sale surveillance provides a check against employee dishonesty through theft and sweetheart sales or giveaways.
Shrinkage and theft are huge issues in a low-margin business. As Brenner puts it, “Santana and his managers don’t want to arrest employees; they want to deter dishonest behavior.” The integrated access control and video systems are used to measurable effect for this deterrence. Arqui Trenado, a former district manager now in charge of training and development, on one occasion saw a Brivo access report that a manager of one store had tried to access the back door of another Dunkin Donuts location. “I called that manager and asked him, ‘What are you doing over at the other store?’” Trenado says. “That’s what we’re looking for, the deterrent factor — because that manager will talk to his colleagues about how well protected our stores are.”
At each retail location, the manager’s office contains highly valuable equipment and reports. Each office is covered by Brivo access control and video surveillance. No one can access the manager’s office unless they are explicitly authorized. Trenado has delegated creating access control groups to the managers for each individual store.
Most stores are operating 24 hours a day for deliveries, baking and finishing donuts. So, controlling access and having a clear record of access activity is critical. The back door of all locations has an external Brivo-controlled reader and video surveillance. Store and district Managers have a clear record of the deliveries by the 30 DD Franchise Group drivers — person, entrance, duration in the store and exit — and there is video back-up to ensure the key fob and the person match up. This data on deliveries, combined with data from other stores and the bakery, provide an audit trail used to improve productivity, deter mischief and investigate any incidents. “If my delivery is late, I can call the kitchen and ask what happened,” Trenado says. “I have a record I can refer to.”
Project Innovation Highlights
• The integrated security package has been rolled out to 10 stores and the bakery thus far. The Brivo system monitors more than 35 strategic internal and external doors and is integrated with the data from more than 150 surveillance cameras.
• Santana wanted standardization, and Professional Security devised a security package that is deployed in each store. In an industry where turnover can be high and store managers and district managers are moving around, there is substantial value in using the same systems throughout the entire network of stores and in the bakery.
• The DD Franchise Group brings a new store online, on average, every six months. For Santana, key success factors are constant innovation and improvement on the comprehensive systems throughout his stores. The integrated security package has proven so effective both for increasing security and as a management tool that Santana plans to offer it to other Dunkin’ Donuts franchisees as part of his company’s consulting services.
• Professional Security and DD Franchise Group have developed a productive partnership. Brenner and his team create a design and security package for each new store and then sit down with DD Franchise Group management to discuss system improvements. Such collaboration has resulted in tweaking point-of-sale cameras to catch more incidents; installing access control on walk-in cooler and freezer doors to more effectively monitor inventory; expanding Brivo automatic notifications to provide managers with more real-time, actionable information. With each new installation, the security system is honed and the management tools are more effective.
• In the beginning and at the heart of the the DD Franchise Group’s security is Brivo ACS WebService. “I have multiple managers in several different locations accessing the system for any of our stores to monitor and manage personnel,” Santana says.
• The deterrent success of the integrated video and access control is critical in the food service industry. “Our employees realize rather quickly that you have the ability to catch them doing the wrong thing,” Santana says. “Not only do we see our security systems from a productivity standpoint, but after a few high-profile incidents, we see a marked drop in thefts and the like. It’s powerful.”
• In addition to using security for cutting costs and improving productivity, DD Franchise Group is also using their video for training purposes. “We had what started out as a small fire, but we almost lost the store,” Trenado recalls. “The employee made bad decisions and I could use that video as a training tool on what to do in this situation and what not to do.”
• Other technologies deployed include Everfocus, Honeywell, Pelco and other domes and mini-dome cameras; and a Radiant POS database management system.
Ever Santana is vice president of operations for DD Franchise Group. Bill Brenner is vice president of Professional Security Technologies.
The ST&D Security Innovation Award is an annual competition recognizing excellence in cutting-edge security innovation and installation. To enter the 2009 competition or for more information on the contest, e-mail editor-in-chief Steve Lasky at email@example.com.