P R - R e p o r t t o J - M C F E U . S . M a r k e t R e s e a r c h

K e y P e r f o r m a n c e I n d i c a t o r s f o r G l o b a l M a j o r B a n k s

«The project provided an opportunity to work in an intercultural environment that enabled us to broaden our know-ledge in the areas of KPI development, trend identification, and the complex field of global bank security.»

nominated

University of Applied Sciences of Eastern Switzerland

www.fhsg.ch/praxisprojekte

Personnel Technology Risks & Threats

Personnel Technology Risks & Threats

Security Cost per Employee Technology Costs Security Cost Ratio

Guarding Costs WARI

Total Employees to Guard False Alarms due to False Usage Subjective Feeling of Safety

Customer Satisfaction Incidents per Employee

Security Outsourcing Ratio False Alarm Ratio Premise Risk Assessments

Guarding Density Security Training Index

Security Employee Satisfaction System Actuality Security Feedback Rate

Absenteeism Rate Employee Awareness

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Rolf Blocher, Client Project Representative

The project idea was a very ambitious one not only because it included very dif-ferent clients within the Network of Security Depart-ments of Global Major

Banks but also because it has been an-nounced as a forerunner project in the world-wide Banking Security Market. The project team took up the huge challenges fearlessly and, despite a significant lack of support from some members of the Network of Secu-rity Departments of Global Major Banks du-ring the final project phase, they sailed effor-tlessly through the stormy and unknown waters towards the final destination. All team members have demonstrated an extraordi-nary level of commitment. Excellent work!

Coaches: Prof. Dr. Wilfried Lux, FHS St.Gallen Prof. Michael Mozill, Babson College

The project involved mar-ket research as well as conceptual work; the team mastered all chal-lenges in an excellent way and delivered results of outstanding quality. All project members applied

their business know-how and came up with innovative approaches. The project was conducted very professionally and eve-ryone did an impressive job.

ClientThe Network of Security Departments of Global Major Banks is the informal network of Chief Security Officers (CSOs) of Global Major Banks and other financial institu-tions, with emphasis placed on the Europe, Middle East, and Africa (EMEA) region. The organization is domiciled in London, with Chairperson Mr. Don Randall, Head of Cor-porate Security, Bank of England. It provi-des a valuable network for maximizing be-nefits related to safety and security and sharing knowledge across the industry.

ResultsThe J-MCFE project culminated in a final list of Key Performance Indicators (KPIs) that was evaluated in several stages. The J-MCFE team identified KPIs through desk research and Critical Success Factors (CSF); the elements necessary for an organization to achieve its mission. CSF criteria were that the department should: run without any incidents; meet tangible and quantifiable goals; and manage to reduce costs. The identified KPIs were arranged in a manage-ment dashboard. This Security Analysis Framework for Evaluation (SAFE) dashboard

consists of 20 final KPIs, which fall into three categories of bank security including: personnel, technology, and risks and threats. The SAFE Dashboard shows cause-effect relationships between the KPIs. It will use KPIs to monitor the internal pe-rformance of security departments and will help CSOs make decisions regarding allocation of resources across the security department.

Monitor and benchmark security tasksThe Network of Security Departments of Global Major Banks asked the J-MCFE team to identify KPIs for twenty-five mem-ber institutions. Each member would use the KPIs to justify their cost structure and expenditures and to compare performance with other security departments. The SAFE dashboard is intended to be used by indi-vidual banks to internally monitor and benchmark security tasks.

The way to successDuring the starting week, the J-MCFE team created a project plan to outline each of the several stages; these phases included information collection, interviews with

Project TeamDaniel Ritter, Rebstein / University of Applied Sciences St.Gallen, Switzerland / Project LeaderJohn Chartier, Boston / Babson College, Babson Park, Massachusetts, United States Jacqueline Grämiger, Bronschhofen / University of Applied Sciences St.Gallen, Switzerland James Hilton, Boston / Babson College, Babson Park, Massachusetts, United States Dominik Löliger, Berneck / University of Applied Sciences St.Gallen, Switzerland Jana Macickova, Boston / Babson College, Babson Park, Massachusetts, United States

ClientA Network of Security Departments of Global Major Banks, London, Great BritainDon Randall / Chairman Rolf Blocher / Project Representative

CSOs, a preliminary metrics list, an online KPI selection tool, and the SAFE dashboard.