security survey 2
TRANSCRIPT
Project Analysis & Development
A Security Survey is a thorough physical examination of a facility and its operations
with respect to personnel and company assets. We examine the risks these assets are exposed to, and review the measures that are in place to protect them and to
mitigate liability.
Security Survey Sport Chek: Eastgate Square
Melissa Gibson ID 00030911
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Table of Contents
Location…………………………………………………………………………………………………………………………………………………3
Biography………………………………………………………………………………………………………………………………………………4
Chain of Command………………………………………………………………………………………………………………………………..5
Assets…………………………………………………………………………………………………………………………………………………….5
Obvious Concerns………………………………………………………………………………………………………………………………….7
Obvious Concerns Continued………………………………………………………………………………………………………………..8
Current Protective Measures List………………………………………………………………………………………………………….9
Fire Evacuation Map Legend…………………………………………………………………………………………………………………10
Fire Evacuation Map…………………………………………………………………………………………………………………………….11
Standards & Procedures-Knives/Sharp Instruments…………………………………………………………………………….12
Anti-Spam Legislation……………………………………………………………………………………………………………………………13
Privacy Business Process………………………………………………………………………………………………………………….14-21
Privacy Policy……………………………………………………………………………………………………………………………………22-24
Employee Guideline-Loss Prevention-New Hire Guide……………………………………………………………………25-31
Standards & Procedures Ski & Snowboarding-Winterseiger……………………………………………………………32-36
Preventing Slips, Trips, & Falls………………………………………………………………………………………………………………37
OH&S Corporate Policy…………………………………………………………………………………………………………………………38
Business Code of Conduct………………………………………………………………………………………………………………..39-54
Critical Functions…………………………………………………………………………………………………………………………………..55
Threats/Risks & Impact……………………………………………………………………………………………………………………56-57
General Security Systems Questionnaire………………………………………………………………………………………………58
Alarms & Surveillance…………………………………………………………………………………………………………………………..59
Facility Perimeter………………………………………………………………………………………………………………………………….60
Fire Protection & Safety……………………………………………………………………………………………………………………….61
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Table of Contents Cont’d
Bank Deposits……………………………………………………………………………………………………………………………………….62
Access Control………………………………………………………………………………………………………………………………………63
Cash Management……………………………………………………………………………………………………………………………….64
Open/Close Procedures……………………………………………………………………………………………………………………….65
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Forzani Group Ltd. Sport Chek
75 Centennial Pkwy N, Hamilton, ON L8E 2P2
Phone: 905-560-9731
Fax: NA
Email: NA
www.sportchek.ca
Retail Sports Goods
Sport Chek is located in an urban area within Stoney Creek Ontario.
Onsite contact personnel:
Michael Emuss
Sport Chek Manager
P: 905-560-9731
Sport Chek opened in Eastgate Square on April 13, 2013 and today has a total of 40 employees within this one location.
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Biography
FGL Sports Ltd. is the largest and only national sporting goods retailer in Canada. FGL Sports Ltd. has 551 stores shared between its corporate and franchise banners. They run the following franchises under their corporate banner; Sports Experts, Atmosphere, National Sports, Hockey Experts, S3, Nevada Bob’s Golf, Mark’s Work Wearhouse, Athletes World, Sports Experts, Intersport, The Fitness Source, Econosports, and Canadian Tire.
As of March 2013 there are 39 corporate and 42 Franchise Atmosphere locations. National Sports has 18 locations in Southern Ontario. Hockey Experts, Nevada Bob’s Gold, and S3 are franchises that have been opened within Sport Chek, Atmosphere, and National Sports locations.
With about 150 locations across Canada Sport Check is one of the largest retailers of sporting goods, footwear, and apparel. Sport Check’s mission is to inspire every Canadian toward a fit, healthy and active lifestyle. Port Check has teamed up with a number of organizations geared toward encouraging communities to be active. Sport Check has been able to reach out to Canadians of all ages and encourage kids at a young age involved in activity.
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Chain of Command
Megan Aymer supervises the hardgoods section of Sport Chek and is responsible for approximately ten employees. These employees are responsible for the knowledge and customer service surrounding the services and goods that are within this category. All sports equipment, accessories, and exercise equipment constitute as hardgoods.
Natalie Cayuga is the supervisor for both the footwear and softgoods section of Sport Chek and is responsible for nineteen employees. These employees are responsible for the knowledge and customer service surrounding the goods that are within this category .All clothing, outerwear and outerwear accessories, purses and backpacks all constitutes as softgoods.
Kylie Willis supervises approximately six employees. These employees are responsible for greeting customers entering the store, answering all incoming phone calls, cashing out customers, and directing customers to requested products.
District Manager
Krista Selfridge
Kylie
Cash
Megan
Hardgoods
NatalieSoftgood & Footwear
Michael
Manager
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Assets
Inventory is a major component on Sport Chek’s balance sheet and represents the highest asset for the company. Sport Chek carries approximately $300,000 a day in inventory for this location. It’s their inventory that brings in the largest portion of profits to the company and keeps the business thriving. Suffering a great loss of these assets would result in loss of profits and an increase of costs to the consumer.
Sport Chek, like any retailer, keeps a certain amount of cash on site for business. This allows the store to keep a float in the tills to provide customers with change from their purchases. There are three tills stored in the safe that hold a float of $200. The safe carriers approximately $5000 in cash and during Christmas Holidays it carries $10,000 in cash. This amount does not include the daily cash drop from all tills, which can range from anywhere to $300-$3000 and as high as $8000 during peak seasons. This means that on any given day there can be as much as $5,900 to $9,100 on site.
Since this Sport Chek is resides within Eastgate Square Mall they lease the space from Bentall Kennedy. They have a yearly lease with Bentall Kennedy and pay a total of $21, 062 per year, which is $1,755.16 per month. This is a prepaid expense each year Sport Chek resides within Eastgate Square unless lease rates increase.
The employees that work for Sport Chek are contributing a factor to its success of the past and the future. Without these people Sport Chek would not be able to provide the expertise and knowledge to the consumer. The customer relies on the employees to have the knowledge surrounding the products in which they carry and it is this knowledge that helps lead to the sales that occur every day.
Customer information is gathered and held on a daily basis for Sport Chek. They provide an incentive to customer to track their receipts in the system and upon sign up they will receive a 10% coupon. Sport Chek takes their first and last name, phone number, postal code, and email. Many customers entrust this information to not be leaked out to other businesses. Sport Chek may not sell any information to other business. This doesn’t protect customers from those who wish to steal their information. The information given to Sport Chek can be used for phishing scams.
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Obvious Concerns
There is one manager, Michael Emuss, and three supervisors heading three departments. Each supervisor oversees one of the following departments; cashier, softgoods, hardgoods. Each department has eleven associates including the department supervisor. The cashiers department contains only six associates including the department supervisor. The footwear department is supervised by Natalie Cayuga, who also supervises softgoods, a total of eleven sales associates.
As you walk through the main entrance of the facility you have three cash registers to the right. The hardgoods department is to your immediate left side of the store. The middle of the store holds the softgood items and change rooms, and at the very back of the store is the footwear department. My initial impression of the security of Sport Chek was minimal. There is no formal security within the store inside the mall. Security provided by the mall is inadequate and barely enters the store without request. By the entrance/exit of the facility there are security towers to prevent shoplifters.
When entering the store you may or may not be greeted by the cashier pending upon what tasks they are completing at the time. During the week there is a low level of employees in comparison to the weekends. Weekends sales are at higher levels requiring the increase of staff. When there are high levels of customers within the store the staff’s main concern is customer service and sales. During low levels of customers within the store the staffs is more focused on stocking, tagging, cleaning, and general maintenance of their department.
Most of the prevention towards shrink is geared towards employee theft. The Sport Chek facility has designated locations for employee’s personal items such as backpacks, purses, coats etc. All employees must be walked out and have completed a bag check at the main entrance/exit of the store by a manager in front of the cameras each time they leave the store. Bag checks include purses and backpacks, as well as checking hoodies, sweaters, jackets etc. All items purchased must be accompanied by a receipt.
Although there are procedures in place to prevent shrinkage there is some big gaps in employee and manager action. Communication is an important key to helping prevent the occurrence of shoplifting within the store. Although there is a supply of headsets that allow employee and managers to communicate there are not enough headsets for each employee on the floor during a high staffing times. Also, employees and managers are not obligated to wear headsets during shifts making it difficult to communicate quietly amongst themselves. Due to this lack of commination it makes it difficult for employees to communicate to both other employees and managers that may suspect a possible person trying to steal merchandise or any other kind of threat. When customers enter store and anti-theft alarms go off no concern is made because it has occurred upon entry. This allows the customer to leave the location without suspicion when anti-theft alarms on their way out. When the anti-theft alarms on customer departing the store cashiers are to check bags and look for security tags to help prevent theft. There are times when the customer does not stop and cashiers are forced to stay behind and not pursue the customer. When this occurs management is not always easy to contact and when contact is made management takes no further action. The mentality is since nobody can stop the theft from occurring due to corporate policy that nobody needs to care.
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Obvious Concerns Cont’d
The security tower at the entrance of the store has been known to go off on its own without known cause or if someone walks by within a certain vicinity of the equipment with tagged merchandise. Due to the regular false alarms that occur from the anti-theft equipment employees are left unconcerned to the matter. If a customer leaves setting off the anti-theft equipment and the customer does not stop upon hearing the alarm the cashiers are left at the entrance with no ability to take a few steps to request the customer come back. This inability to politely engage the customer once they have left also encourages a lack of concern and care with the employees within the store.
Entering the back of the store where only employees are permitted has no access control allowing for any individual to enter. There have been cases in the past where children and consumers have been found in the back area. This area contains all overstock in merchandise, access to employee property, manager’s office and the cash office. There are two exits in the back of the building one being locked and alarmed being an emergency exit only. The other exit leads to the garbage crusher and directly outside to the building. This door is supposed to be unlocked during all times, but there have been times when door has been left unlocked.
Within the store there are concerns regarding blind zones. These blind zones make it difficult for employees to see customers or those attempting to steal items from the store. There are total of four blind spots, two on the left hand side and two completely opposite on the right hand side. The two blind spots are created by a column and a small clothing rack followed by two larger clothing racks that block direct view. The positioning of these clothing racks has created a secluded area encouraging theft to occur. The larger racks in general prevent a straight line of sight and make it more difficult for employees to have visuals and keep visuals on those who cause suspicion.
Sport Chek is wired with CCTV cover the majority of the stores premises. Although most of the store is covered by CCTV there are some blind spots that the cameras can’t see. These blind spots are known by all supervisors within the store and some employees know about them as well.
At the end of each day at least 1-2 cashiers close with a supervisor or manager. During this procedure they must balance the stores finances and mark down sales before closing. A protocol was put in place to help the prevention of theft with a minimum of a two person count on the safe, daily deposit and requires signatures on multiple documents. Most of the times the cashiers are not present during the safe count or are currently preoccupied with balancing their own till. Also most of the cashiers sign off on documentation at the end of the night and have no idea what to look for to know if everything is actually in order. Cashiers generally don’t question anything outside of this because this was the procedure they were taught during their training.
The customer information that Sport Chek holds within their system is poorly protected. As a security measure to protect their network they use a standard firewall program used by most residence. This provides minimal protection against those who truly wish to steal the information. If customer information becomes stolen by a hacker for a phishing scam it would be detrimental to Sport Chek’s reputation and would cause potential loss of conusmers and lead to mass los in profits.
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Current Protective Measures
The following is a list of the current policies and procedures in place to prevent multiple threats that may occur within the business whether it is internal or external theft, fire or health and safety. Following this page will be the actual documentation available in plain text.
Sport Check has an extensive active policy and procedure documents which included;
Fire evacuation plan
Social Media Policy
Standards & Procedures-Knives/Sharp Instruments
Anti-Spam Legislation
Privacy Business Process
Privacy Policy
Employee Guidelines-Loss Prevention-New Hire Guide
Standards & Procedures-Skate Sharpening
Standard & Procedures-Ski &Snowboarding Tuning/Waxing-Wintersteiger
Preventing Slips, Trips, and Falls
OH&S Corporate Policy
Business Code of Conduct
Portable Ladders*
OH&S Workers Responsibilities*
WHIMIS*
OH&S Managers Responsibilities*
Code Adam*
Any policy and procedure ending with * are online documents online that have no simple text and may include video feed.
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Critical Functions
For Sport Chek to run efficiently and productively there are some processes that are very important to the business. Receiving inventory, stocking inventory and the sale of the merchandise are the major processes that occur within the business. In order for business to continue they are in need of certain services and people to run. These services and people are vital and without these people and services Sport Chek cannot operate. If these services or persons are interrupted than Sport Chek will suffer financial loss.
Electricity is a necessity for Sport Chek to continue business. Without electricity Sport Chek must shut their doors and would bring sales to a complete stop until electricity is returned to the facility. The business can’t continue without electricity because it’s a liability to have customer and employees in the store without proper lighting. If anyone were to get injured during this time Sport Chek would be held accountable for the injuries. While electricity is down CCTV security is disabled and all alarm systems are shut down making the premises highly vulnerable to threats.
Internet allows for Sport Chek to complete debit and credit card transactions, employee sign in and out, PDT usage, and use of Web Portal. Web Portal is a source highly utilized by the company for accessing previous pricing, merchandise look up for UPC identification, inventory for all Sport Chek locations, other location information such as phone numbers and addresses and more. If internet is lost business can continue, but with some delays and setbacks. Credit card payments can be still take by manual transaction, but its time consuming and will cause delays in customer service. A manager or supervisor would have to monitor when employees arrived, left, and take lunches while loss of internet. This is manageable, but takes the manager away from other necessary duties during that time. The inability to access Web Portal would prevent only specific transactions from occurring such as no receipt returns. The level of customer service being provided to customer would decrease with the inability to locate merchandise at other locations.
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Threats/Risks & Impact
Internal Theft
Employee theft is when an employee steals or misuses their employer’s assets without permission. Although money is the most common asset to be stolen there are many other assets that can be stolen from a company such as; time, supplies, merchandise, and information. 75% of employees steal at least once and 50% will steal more than once. Internal thefts are responsible for 33% of all business bankruptcies, 48% of all merchandise loss and $110 million a day in lost revenue. The probability of internal theft is very high as it is one of the leading causes to shrinkage in retailers. This has a major impact on the business in loss of profits and increased costs to the consumers. Which makes this a high risk factor.
External Theft
Merchandise is the number one asset within the retail business and one of the major threats is the people who “purchase” that merchandise. Each and every day thousands of threats walk in and out of your stores putting your business at further risk. Since shoplifters can be anyone and there is no typical shoplifter it is difficult to prevent those individuals from entering your store. As a retailer you are at risk of dealing with professional shoplifters, amateurs and the general public, juveniles, drug addicts, and kleptomaniacs. This crime has a high impact on the business because more than just the business directly suffers from this crime. Shoplifting results in consumers paying higher prices for products, this can then lead to lower sales. These lower sales can affect the pay or hours an employee may receive and can cause them to look for work elsewhere. The loss of employees has a direct effect on the business because training is an investment and costs the business more money. Of course shoplifting has a direct effect on the business because it loses profit. More than $13 billion worth of retail goods are stolen annually. External is the second highest cause of shrinkage in retail businesses and is guaranteed to happen no matter the prevention. This has a major impact on the business in loss of profits and increased costs to the consumers, shortage in hours, less hiring possibilities, and a stronger emphasis on preventing employee theft. Making it a less enjoyable environment to work in.
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Dynamic Risks
Due to Sport Chek’s location they don’t face many major risks in this area. There are no concerns for weather conditions such as tornadoes because they are protected from the escarpment or hurricanes because of their distance from a large body of water. Although they may not face these types of weather concerns they do face the concern of snow storms, ice storms and cold increment weather. Being a Canadian business has its risk of facing weather that can knock out hydro lines, burst water pipes and cause difficult driving conditions. The loss of hydro line or a burst water pipe can lead to the mall being forced to shut down during the time of loss. This loss of prevents consumers from shopping and reduces sales and profits. Although the probability of this risks occurring is a moderate because major increment occurs approximately every other year. The risks may be moderate but the criticality or the impact of this problem occurring is major, which in term makes this a medium risk for the business.
Pure Risk
If Sport Chek suffered from a criminal attack and theft of customer information it would have no benefit to the business. It would have a detrimental effect on the reputation of the business and have massive costs as a repercussion of the theft. Target suffered a 5.5% decline in sales after losing customer data and are not the only companies that have suffered from such losses. Other companies have paid for programs for their customers to help prevent against future loss of information and identity theft. Since Spot Chek doesn’t contain information regarding credit card or debit card numbers, bank account information, etc. it makes them less likely to become a target for these types of data theft. The probability of this type of theft occurring is unlikely, but the impact would be major. This becomes a medium risk for the business.
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Internal Theft External theft Dynamic Risks Pure Risks
Probability
Impact
Level of Risk
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General Security Systems
Yes No Comment Recommendations
Are there procedures for making, storing, dispersing and retrieving all keys or access cards to the facility and safe?
Are lock cylinders or access codes kept secret and changed as necessary?
Are security controls in place and used for all point-of-sale and office computer systems?
Are policies in place against allowing former employees/acquaintances/relatives or current employees in the facility after closing, or in restricted areas during business hours?
Are signs posted to deter theft such as “This business is protected by an alarm system”?
Have employees been told not to give out information about operating and security procedures to quests?
Are identification badges, nametags or uniforms used to identify employees?
Are employees required to park far enough from the building so that they cannot transfer stolen items to their vehicles?
Are employee arrivals and departures restricted on certain times and doorways?
Is employee access to the building restricted on days off?
Comments/Recommendations:
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Alarms & Surveillance
Yes No Comments Recommendations
Are alarms and surveillance maintained in working order?
Are alarms tested regularly by the supplier?
Do employees know what to do in the event of false alarm or accidental triggering?
Have you had any breaches with the alarm system?
Does non-management have passwords for the alarm systems?
Is the alarm password changed regularly?
Is there protocol for passwords and keys after termination of employees with access to the main entrance?
Are alarms and surveillance properly set?
Are the passwords selected by head officer?
Does each employee that has access have their own individual password that allows the system who has entered or exited the facility?
Comments/Recommendations:
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Facility Perimeter
Yes No Comments Recommendations
Is there security patrolling inside the mall during closing hours?
Is there security patrolling outside the malls perimeter?
Is the outside of the malls premises well lit?
Does the mall have CCTV for the perimeter?
Has there been any break and enters within the mall?
Are all access alarmed?
Are the doors reinforced to prevent intruders from entering?
Is the glass reinforced to prevent from being broken?
If the glass was broken are there alarms that will be armed?
Does security complete foot patrol during closing hours?
Comments/Recommendations:
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Fire Protection & Safety
Yes No Comments Recommendations
Are there working sprinklers systems within the location?
Are there working fire extinguishers within the location?
Does the location have annual fire inspections from the local fire department?
Are employees properly trained in fire evacuation procedures?
Are fire procedures reviewed regularly?
Are employees reminded of fire evacuation procedures regularly?
Are employees aware of fire extinguishers location within the store?
Are there employees trained on how to use fire extinguishers?
Are fire extinguishers visible to customers?
Are fire exits kept clear or all debris?
Comments/Recommendations:
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Bank Deposits
Yes No Comments Recommendations
Does a manager oversee the preparation of money for bank deposits?
Are deposits made by employees?
Are deposits sent to bank by armored car or bonded messenger?
Are bank receipts received and maintained on file for all deposits?
Are bank receipts and deposits slips locked up?
Are the bank deposits picked up regularly?
Are deposit drops scheduled early if deposit is over a specific amount?
Does the manager control when deposit pick-ups occur?
Has there been any issues in the past surrounding deposit procedures?
Has there been any discrepancies in the past surrounding bank deposits?
Comments/Recommendations:
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Access Controls
Yes No Comments Recommendations
Does the facility have multiple entrances?
Are those entrances locked?
Do all entrances have access control?
Can we implement access control?
Do all employees have access to all entrances and exits?
Does only management have access to all entrances and exits?
Are all entrances and exits for regular use?
Are restricted exits locked?
Are restricted exits alarmed?
Does CCTV cover restricted exits?
Comments/Recommendations:
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Cash Management
Yes No Comments Recommendations
Is access to cash registers limited to certain employees?
Are there written employees policies for handling money and receipts?
Are cashiers trained in cash handling procedures?
Are cashiers trained to recognize counterfeit bills?
Have all cashiers signed cash-handling policies?
Are there cash drops done regularly?
Do cashiers share registers?
Can you recognize if more than one employee has use one register?
Are there policies in place for loss of cash when balancing the register?
Does CCTV have clear view of cash registers?
Comments/Recommendation:
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Opening/Closing Procedures
Yes No Comments Recommendations
Do employees make complete inspections of the facility before closing to confirm no one is hiding?
Do employees observe if anyone is close while opening the doors to the facility?
Are there written policies for opening and closing the facility?
Do employees work in team for opening the store?
Do employees work in teams for closing the store?
Have there been discrepancies in the past regarding opening/closing procedures?
Do employees complete and inspection of the facility before opening the doors?
Do employees know what the procedure is if they suspect an intrusion or breaking and enter?
Are security practices integrated into procedures for opening/closing?
Is their sufficient lighting when entering and exiting the facility during open/close?
Is a manager or supervisor always present for open/close?
Comments/Recommendations: