Business Plan

Security House

Chadwick Street

Longton

Stoke on Trent ST3 1PJ

Tel: 01782 594818

Fax: 01782 330547

www.cbisecurityltd.co.uk

October-2017

Najabid Hussain

Director
Table of Contents
SECTION 1: EXECUTIVE SUMMARY ........................................................................................... 3
SECTION 2: THE COMPANY ........................................................................................................... 4
BUSINESS OVERVIEW: ................................................................................................................ 4
Vision Statement ............................................................................................................................... 4
Mission Statement:............................................................................................................................ 4
Location and Key Personnel ............................................................................................................ 4
Goals and Objectives ........................................................................................................................ 4
SWOT Analysis ................................................................................................................................. 5
SECTION 3: PRODUCT AND SERVICES ....................................................................................... 5
PRODUCT AND SERVICES: ......................................................................................................... 6
CCTV Operatives/Retail - Static Security ...................................................................................... 6
Door Supervisors - Event Security .................................................................................................. 7
Mobile Patrols - Dog Section ............................................................................................................ 8
Alarm Response - Open/Lock-up Service ....................................................................................... 8
Close Protection ................................................................................................................................ 9
Event Management ......................................................................................................................... 11
Market Analysis .............................................................................................................................. 11
Political conditions .......................................................................................................................... 11
Economic Analysis .......................................................................................................................... 13
Social Analysis ................................................................................................................................. 14
Technological Analysis ................................................................................................................... 15
Competitors ..................................................................................................................................... 17
Target Market ................................................................................................................................. 17
Distribution plan: ............................................................................................................................ 18
SECTION 4: OPERATIONAL INFORMATION ........................................................................... 18
SUPPLIERS..................................................................................................................................... 18
Quality Control ............................................................................................................................... 18
Structure .......................................................................................................................................... 21
SECTION 5: FINANCIAL INFORMATION .................................................................................. 22
.......................................................................................................................................................... 23
.......................................................................................................................................................... 24
 SECTION 1: EXECUTIVE SUMMARY

CBI Security Ltd. is an established security providing company which specialised in manned
security services. CBI Security believes in delivering the quality services time and time again
in an effective and efficient manner. The top management of CBI takes personal interest in
developing the standard operating procedures so, the company can deliver the flawless and
quality services to its clients every time. Moreover, management takes keen interest in clients’
feedback so that it can be incorporated in improvements of processes. CBI Security is Stoke-
on-Trent city council’s official supplier of security companies since 1997.

CBI Security has ACS approved status and it is an ISO 9001 certified company. CBI Security
employees all the licensed staff. The company specialises in providing the manned security
services which includes Security Guarding, Mobile patrols, door supervision, key holding,
alarm responses and Close protection services.

CBI Security carries periodic employee and clients’ feedback in order to determine the
company’s performance against set KPIs. Quality management system of CBI security is well
developed and performance is measured on periodic bases in order to improve any required
areas. The management takes personal interest in quality management processes. CBI Security
Ltd is well structured company with a clear hierarchy. The responsibilities and duties are
assigned to each and every personnel clearly. The KPIs are set on periodic bases in order to
monitor the staff performance and annual feedback and appraisals ensure the quality of staff in
organization.

The company’s financial performance is satisfactory and it is achieving its financial goals over
past years. The recent performance of company indicates 26% growth in turnover and over
40% increase in net profits. The company observes its cash resources as it is evident from the
past two year’s cash flows.
 SECTION 2: THE COMPANY

BUSINESS OVERVIEW:
CBI Security Ltd is security specialists in providing security services; Manned Guarding, Retail
Security Guards, Security Guards, Concierge Services, Taxi Marshalls, Mobile Patrols, Key
holding, Alarm Response to Door Supervisors, Event Security and Close Protection including
full Event Management in the Stoke On Trent; Staffordshire, Cheshire area and nationally.

CBI Security takes pride on good protocol, continuity and professionalism to our field of work
and this shows through our dedication to each client. Our total security management ethos of
providing security based on your risks sets us apart from other security companies. We work
to provide our clients with the right mix of security services for increased effectiveness and
efficiency.

CBI Security is an ACS approved and ISO 9001 Accredited company with ICO Data Protection
Compliant Registration. We have a 24 hour manned control centre and provide a 24/7 – 365
days of the year service that is based on high levels of reliable, trusted service partners, expert
people and strict quality standards.

Vision Statement
“Become one of the market leaders in security industry”

Mission Statement:
“We pride ourselves in providing the best security solutions to our clients by delivering
professional security services to the highest standard time and time again.”

Location and Key Personnel

CBI Security Ltd is Private Limited Company registered with companies house in March 2005.
Its registered office is located at Security House, Chadwick Street, Stoke-on-Trent ST3 1PJ.
Company office is located in owned building near to Longton Town centre and it has its own
car park and meeting room.

Sadager Hussain is Chairman and company secretary while Najabid Hussain is managing
director. Other Directors include Nazakat Hussain and Saleem Hussain.

Goals and Objectives

Company’s goal is to become one of the leading security companies in UK by satisfying is
current clientele and attract the new clients.
  Achieve 100% customer satisfaction each year
 Keep the employees motivated and reduce the employee turnover rate from 20% to
10%
 Carry on with continuous improvement culture by improving the process management.
 Increase at least 10% turnover per annum.
 Maintain an effective financial management system
 Maintain a safe environment for employees
 Increase the Close protection clientele

SWOT Analysis

Strengths Weaknesses
 Own Building  Relatively new and smaller than its
 Well Established brand name in Stoke competitors
 Regular council security contractor since  Only approved for Security guarding, door
1997 supervision, key holding
 Diversified expertise  Needs national recognition
 Skilled Workforce  Work concentrated in Staffordshire area
 Industry accreditations; ACS and ISO 9001
 Positioning
Opportunities Threats
 Close Protection approval – more client’s  Current Economic conditions in UK
attraction  Recession forced businesses to reduce
 Working with council may give the edge security personnel
while applying tenders in other councils  Price war in market
 More businesses are moving to Stoke as part  Arrival of multinational companies
of city development sums up in more
business
 More warehouses are building in Stoke on
Trent Area.

SECTION 3: PRODUCT AND SERVICES

CBI Security Ltd is specialised security supplying company and holds the Approved Contractor
status from SIA. CBI only employees the licensed staff and performs weekly license checks.
Unique selling point of CBI is the involvement of management with clients and staff. Top
management takes personal interest in development of standard operating procedures and
clients’ feedback. So that the company delivers quality services to its clients time and time
again and clients’ feedback will help to focus on the areas require improvement.

The Security market is becoming more and more compatible day by day. Moreover, the nature
of services and amount of resources required by a job varies vastly. So, CBI security will follow
cost based pricing model with an aim to make 17% net profit on each contract. The cost
assessment will be made by skilled members of team before taking any job.

PRODUCT AND SERVICES:

CCTV Operatives/Retail - Static Security

Our security team is competent, trained and equipped to carry out all security duties and to deal
with any incidents that may arise with a positive attitude, security presence for public safety
and reassurance.

Our team are handcuff trained, trained in overt/covert operations as well as arrest procedures
and searching. These are key factors in all types of environments, whether commercial or
industrial.

CBI Security Limited also provide fully licenced CCTV operatives, who are trained,
experienced and skilled in public space surveillance.

Our core business is the supply and management of trained and licensed professional security
officers. Whatever your business, we have the experience to provide the service you require.
Manned guarding offers significant benefits when employed as part of an organisation’s
security strategy. A security guard, (or security officer) is usually a privately and formally
employed person who is paid to protect property, assets, or people. We work with various blue
chip companies and provide security guards for;

 Gate House Duties

 Industrial Estates
 Construction / Building Sites
 Showroom’s
 Sports Complex’s
 Student Accommodation’s
 Government Buildings
 NHS Hospitals
 Apartment / Concierge / Reception Duties
  Cinema / Retail Complex’s
 Store Detectives
 Hotel Security
 School Security
 Bonded Warehouses / Factories & Logistics and many others...

CBI security officers are uniformed and act to protect property by maintaining a high visibility
presence to deter illegal and inappropriate actions, observing either directly, through patrols,
or by watching alarm systems or CCTV cameras for signs of crime, fire or disorder; then taking
action and reporting any incidents to their client and emergency services as appropriate.

Every retail company, and indeed store, is vulnerable to a wide array of crime and loss
problems. At CBI Security Limited we understand the importance of balancing essential
security needs with the highest levels of staff protection while providing and maintaining a
secure and friendly shopping experience for the public.

Through our specialist retail division, all CBI Security Limited clients are supported by a
dedicated retail management team with considerable experience in this field. We train all our
front line staff in:

 Theft Prevention Techniques

 Help and Assistance Needs of Shoppers
 Civil & Criminal Law & Arrest Procedures and Police Liaison
 Crowd Control Procedures
 First Aid and Fire Safety
 Conflict & Communication Management

Door Supervisors - Event Security

CBI Security Limited's door supervisors are a professional solution for any occasion or event.
Our door supervisors are smart, courteous, experienced, and highly trained operatives with a
high quality of people skills in defusing high risk situations. We are committed to providing
the very best security door supervisors (bouncers) and business support staff in the industry.
We believe that staff welfare and maintaining high levels of retention are vital to a successful
operation. The Service that we provide with door supervisors is based on continuous
assessment and improvement.

As part of our Door Supervisors team and Event Security we can provide you with First Aid
teams;

 Paramedics
 Technicians
 Fully kitted out Medical Vehicles; Ambulances
 These are fully vetted and trained members of staff and work within the NHS Sector.

Mobile Patrols - Dog Section

A mobile patrol is a cost effective alternative for clients who do not require the service of a 24
hour manned security officer on site. A mobile patrol, consists of internal/external checks at
the clients’ discretion, or at frequent but irregular intervals according to the client's needs at the
client's business premises.

This involves security operatives in marked CBI company vehicles, who are regularly in
contact with a 24 hour manned control centre via our two way radio network as well as an
available 24 hour phone contact.

Each visit is recorded, even incident free visits, so that the client will always have the peace of
mind knowing that the mobile procedure is in place.

Dog services are available at the client's request.

Alarm Response - Open/Lock-up Service

CBI Security Limited provides a 24hr alarm call out response service to clients for commercial,
industrial and residential properties. This is monitored by a manned control centre that operates
24hrs a day, 365 days a year. This relieves the client of the worry, time and effort of having to
chase up false alarms and the risk of answering a genuine call.
CBI Security operates a fast and reliable mobile response service. Theft and vandalism can cost
you thousands of pounds a year. With our network of highly competent and skilled personnel
to provide key Holding and Mobile Patrol, a quick response is assured when your alarm is
triggered.

We Operate in accordance with ICO Data Protection Act and requirements and backed by a
24-hour communications centre.

With our fleet of patrol vehicles strategically located across the UK and our close working
relationship with law enforcement agencies we make sure your properties and premises are
safe and secured at all times.

Attending unoccupied or high risk premises particularly during unsociable hours, should be
taken seriously and the person responsible should be aware of the hazards.

With a guaranteed response time of 20 minutes within the Staffordshire county, the response
patrols are trained in dealing with these types of situations. CBI Security Limited can provide
clients with an open up/lock up service at their premises be it commercial/industrial or
residential.

Also in partnership with ideal alarms, a nationwide alarm installation company with a 24hr
alarm monitoring centre, with CBI covering the west midlands area.

Close Protection

CBI Security offer a variety of high quality Close Protection services to ensure the personal
security of diplomats, corporate executives, families and individual VIP's in a range of
environments. CBI Security has the knowledge, operational experience and skills to address
threats in today’s environment and to integrate a wide range of resources and expertise to
provide the client with security and safety solutions to fit their requirements and have
economical value.

Terrorism, instability and civil unrest can provide executives and the VIP with numerous
security difficulties that may affect business continuity. The celebrity has well documented
problems with unwanted attention from paparazzi or on a more personal level from the
obsessed stalker.

We recognise that each client has specific needs and desires, which are assessed and addressed
individually. Solutions are then planned and tailored to meet the most rigorous demands.
Everyone’s security situation is unique, and CBI’s highly trained Close Protection Personnel
will conduct your individual or team level protection with a full understanding of your issues
and safety requirements.

Providing Individual and Group Close Protection or Residential Security Teams, CBI delivers
a professional, discreet and flexible service enabling you to achieve your objectives with
confidence, in the UK and abroad. We will provide you with a highly professional and
experienced protection team. Our dedicated Close Protection teams adhere to a strict set of
values and personal protocols - amongst these are integrity, discretion, respect, innovation and
adaptability. All of our bodyguards are trained to the highest level in a wide variety of tactical,
protective and security related subjects including first aid, protocol and diplomacy. All
operatives are handpicked to ensure that your requirements are met and exceeded. All
operatives have proven exemplary records in this field and all are; Ex-Army, Ex-Special
Forces, or Specialist Security Professionals.

Drivers / Vehicles

We can provide fully trained Close Protection operatives who are skilled in evasive driving
techniques, and convoy driving can be provided. The vehicles supplied by CBI can be outfitted
to suit your needs. A full range of prestigious and discreet vehicles are currently available.

Residential Protection

CBI can provide both security consultancy and physical protection to keep your place of
residence secure and protected at all times. Our dedicated teams assess the shortfalls in the
security of your residence and develop methods to resolve them efficiently. In addition, a fully
trained team can be assigned to guard and protect your residence.
  State of the art alarm and monitoring technology available (operated by trained
professionals)
 All operatives assigned to residential security duties have had a recent C.R.B check
 Full security systems designed and fitted
 24-hour remote monitoring service available
 Key holding service available

Event Management
We at CBI Security can cater for all your event management needs, be it indoor or outdoor, we
offer a full service, with a very hands on approach, providing everything you need for the
perfect event from:

 Staging
 Lights
 Sounds
 Events Support
 Security Arrangements
 Car Park Management
 Site Plans
 Health and Safety
 Licensing Laws
 Portable/Disabled Loos
 Pit Barriers/Front of Stage Barriers
 Marquees
 Harris Fencing

We provide a high quality of service and work alongside the client at all times to ensure the
highest level of customer satisfaction. Everything is tailor made to suit the client's individual
needs.

Market Analysis

Political conditions
Political stability – According to Political Risk Index 2016 UK is classified as low political
risk country. The political conditions of UK are stable however the current hung parliament
might put some adverse effect on UK’s political conditions. This political change most likely
change the course of business for large conglomerates however small business will not directly
affected by the results of referendum.
Legal Framework – English contract law is body of law regulating the contracts in England
and Wales. Contract law works best when an agreement is performed, and recourse to the courts
is never needed because each party knows her rights and duties. Contracts concern voluntary
obligations thus the courts employ a number of protections to ensure only people who give
informed and true consent are legally bound. With respect to security industry SIA is ultimate
authority to legislate the policies governing the security industry.
Taxes and Rates – The main rate of Corporation Tax applies when profits (including ring
fence profits) are at a rate exceeding £1,500,000, or where there is no claim to another rate, or
where another rate does not apply. From 1 April 2015 the small profits rate will be unified with
the main rate, so there will be only one Corporation Tax rate for non-ring fence profits - set at
20%.
Following table represents the corporation tax rates in UK
Rate 2013 2014 2015 2016
Small profits rate 20% 20% 20% 20%
Small profits rate can be claimed by
qualifying companies with profits at a £300,000 £300,000 £300,000 £300,000
rate not exceeding
Marginal Relief Lower Limit £300,000 £300,000 £300,000 £300,000
Marginal Relief Upper Limit £1,500,000 £1,500,000 £1,500,000 £1,500,000
Standard fraction 3/200 1/100 3/400 1/400
Main rate of Corporation Tax 23% 21% 20% 20%
Special rate for unit trusts and open-
ended investment companies 20% 20% 20% 20%

Following Table represents tax rate for individual persons, however following rates are subject
to Tax allowance which is 11,000 for year 2015-16
Rate 2014 to 2015 2016 to 2017
Starting rate for savings: 10%* £0 - £2,880 £0 - £2,880
Basic rate: 20% £10,000 - £31,865 £11,000 - £45,000
Higher rate: 40% £31,866 - £150,000 £45,000 - £150,000
Additional rate: 50% N/A N/A
Additional rate: 45% from 6 April 2013 Over £150,000 Over £150,000

Business rates differ to council to council; even in one council the business rates are different
for different areas. The business rates will be decided after finalisation of office premises.
Wage Legislation – UK businesses are bound to adhere the minimum wage law. Following
table represents the minimum wage rates;
 Age Current rate
25 and over £7.50
21 to 24 £7.05
18 to 20 £5.60
Under 18 £4.05
Apprentice* £3.50

Economic Analysis
After a period of generally disappointing growth in 2011 and 2012, the UK economy showed
clear signs of recovery during 2013 and it is expected to continue in 2014-15. All major
industry sectors and regions are now showing positive growth trends. Given these projections,
the UK could overtake France, to become the fifth largest economy in the world before 2020.
Inflation appears to be under control for now, but interest rates are likely to start rising
gradually from late 2014 or early 2015 in order to keep inflation around target in the longer
term.

It is expected that GDP growth will pick up from 1.7% in 2013 to around 3% in 2014, before
easing slightly in 2015 as consumer spending growth moderates as the run down in savings
reaches its limits. Risks to growth are now more balanced, with both upside and downside
possibilities. The services sector will remain the main engine of UK growth for both output
and employment, but both manufacturing and construction are also now showing positive
growth trends. London and the South East to continue to lead the recovery, but all regions
should see relatively strong growth in 2014.

There are still some important downside risks to the UK economic recovery including a
slowdown in activity in the Eurozone, unrest in Ukraine and the Middle East, with a potential
impact on global energy prices, and potential problems in some major emerging markets. But
there also upside possibilities including stronger than expected business investment and a
return to real wage growth pushing up consumer spending faster than projected in our main
scenario.

The services sector saw "widespread growth", with increases in each of the four main sub
sectors: business services and finance; distribution, hotels and restaurants; transport, storage &
communication; and government and other services.

The services sector is now 3% above its previous peak in the first three months of 2008
suggesting the UK's economic recovery is still being led by consumer spending. In contrast UK
manufacturing output is still 7.5% below its pre-recession peak.
Business and financial services expanded by 4.3% in June 2014, distribution, hotels and
restaurants increased by 4.8%, government and other services grew by 1.9% and transport,
storage and communication increased by 3.4%..

The ONS data combined with more recent economic surveys pointed to economic growth of
0.7% in the third quarter - which would suggest an overall expansion of 3.5% in GDP in 2015
overall.

Social Analysis
In the 2011 census the population of Stoke-on-Trent was 249,008 and is made up of
approximately 50% females and 50% males. The average age of people in Stoke-on-Trent is
38, while the median age is also 38.

90.2% of people living in Stoke-on-Trent were born in England. Other top answers for country
of birth were 1.7% Pakistan, 0.7% Scotland, 0.7% India, 0.6% Wales, 0.3% Philippines, 0.3%
Zimbabwe, 0.2% Ireland, 0.2% China, 0.2% Northern Ireland.

94.1% of people living in Stoke-on-Trent speak English. The other top languages spoken are
1.0% Urdu, 0.7% Polish, 0.6% Panjabi, 0.4% Kurdish, 0.2% Tagalog/Filipino, 0.2% All other
Chinese, 0.2% Bengali, 0.2% Arabic, 0.1% Slovak.

The religious make up of Stoke-on-Trent is 60.9% Christian, 24.9% No religion, 6.0% Muslim,
0.6% Hindu, 0.3% Buddhist, 0.2% Sikh. 15,942 people did not state a religion. 581 people
identified as a Jedi Knight and 22 people said they believe in Heavy Metal.

42.6% of people are married, 12.7% cohabit with a member of the opposite sex, 0.8% live with
a partner of the same sex, 26.3% are single and have never married or been in a registered same
sex partnership, 9.5% are separated or divorced. There are 14,307 widowed people living in
Stoke-on-Trent.

The top occupations listed by people in Stoke-on-Trent are Elementary 16.0%, Skilled trades
14.4%, Elementary administration and service 13.8%, Caring, leisure and other service 11.0%,
Process, plant and machine operatives 11.0%, Sales and customer service 10.9%, Professional
10.5%, Administrative and secretarial 9.9%, Associate professional and technical 8.9%, Caring
personal service 8.9%.

The social analysis specifically related with the nature of start-up business is mentioned in
target market section.
Technological Analysis
Technology does matter whatever field is. Rapid change in technology makes entrepreneur run
with advancements. Internet & Telecommunication industry has cut cost of communication.
Outsourcing has been possible today due to recent developments in telecom & internet
facilities. Specially, technology is a blessing for services sector, services can be delivered miles
away without any difficulty of travel and time loss. Moreover, the services can be stored which
was not possible in the past. For example, course lectures delivered by a professor can be store
in digital format and can deliver to a learner within seconds, who can watch these lectures
repeatedly.

Economies progress by adopting new technologies and using them both to produce existing
goods more efficiently and to produce new goods. As economies become more efficient, the
average wages of the economies also increase. UK is one of the technological modernised
countries in world and use of technology has considered as part of culture. Economies with
highly educated workers may be more adept at learning about new technologies and may also
be better able to put those technologies to productive use.

Technology has made communication very easy. You can reach to masses in a cost effective
way and without loss of time. Internet directories provide a way to advertise and promote
businesses in an effective way.
 Market Analysis (Porter’s Five Forces Model)
New Entrants
 Business services sector requires very low capital to start so the threat of new entrant may be high. But the nature of security services
required specialised equipment’s, vehicles and office base which decrease the threat of new entrants in business.
 Security services require high skills so the threat of new entrants remain low.
 Overall threat of new entrant can be considered on lower side.

Bargaining Power of Suppliers Bargaining Power of Buyers

 Bargaining power of supplier does
not exist as services are produced
by the skilful staff personnel hired
by consultancies. So, the threat of
supplier is low.
 However, the equipment and
trainings require a set of suppliers.
 Fortunately, there are large
number of suppliers and training
institute available which lowers the
power of suppliers in the industry
 A large number, and wide range, of
Rivalry among Industry Competitors companies employ the services.
 Leading players offering a wide range
 Leading companies in the security services industry
are large multinational companies. of different services and expertise.
 The big firms charge at higher rates, irrespective of size Buyers typically enter into contracts
for the duration of specific projects
of clients’ business. This reduces rivalry making large
business unaffordable for small entrepreneurs. and do not incur switching costs
between projects.
 Overall rivalry is moderate.
 However, many security projects
have a prolonged duration of months
or even years, and switching
consultancy within such projects can
be costly.
 Buyer power in the security market is
moderate.


Substitute Products or Services

 Many larger companies and organisations employ in-house security officers and departments, which present a significant substitution threat to
third-party security contracts.
 Overall, the threat of substitutes in the management services market is moderate.
Competitors

The following table represents the number of approved contractors and type of organisation.

Type of Organisation Number in ACS % of Total

Micro (1-10 employees) 221 27%
Small (11-25 employees) 188 23%
Medium (26-250 employees) 351 42%
Large (250 employees) 71 8%

Notable Security Companies in Staffordshire Area. ( atleast have one office in Staffordshire)
1- G4S
2- Securitas
3- Security Plus
4- Apcoa
Other competitors based in Staffordshire includes but not limit to;
1- Maximise security
2- Red guards
3- Force one
4- Aps security
5- PPS security
6- Elite Security
7- AMS Security
8- Rev Sec
9- United Protection
10- Secur-80

Target Market
Our target market is small to large organization with security needs. Currently, the company is
focusing on Staffordshire area with a plan to broaden the horizons to Midlands and ultimately
to UK.
Building management companies generally install surveillance equipment and employ
security guards to monitor that equipment, to staff front desks/security checks, and sometimes
for general patrol. These companies often work with a number of commercial or residential
buildings and look to establish a relationship with one reliable vendor for all of their security
guard needs. While some buildings require night-shift guards, others require only day coverage.
Large retail businesses and government department use security guards to deter theft and
to provide safety. These include department stores and other retail stores over 4,000 square
feet, although some smaller stores may use security guards if they sell high-priced items
(designer fashion, jewelry, technology, etc.). Retailers require more guards during the day.
Some simply lock the store at night while some larger department stores use night patrols as
well.
Event venues use security guards to monitor guest lists and fire capacities and to organize
emergency response. Nightclubs and bars may be included in this category. However, most
nightclubs and bars employ their own security personnel (or "bouncers") directly and do not
use vendors. Event security has the same risks as other security, but there is limited time for
security audits and situations change fast, making this a higher stress business that requires
better trained guards. Events tend to happen in the evenings with weekday nights for corporate
events and weekend nights for private events.
Educational institutions, such as primary and secondary schools and colleges, generally
employ security officers to guard and patrol their buildings and campuses. Often these
institutions employ their own in-house security staff, but they will sometimes use outsources
security vendors. These institutions require night and day patrols.

Distribution plan:
CBI security is services based company and the delivery of the services will performed at
clients’ advised locations.

SECTION 4: OPERATIONAL INFORMATION

SUPPLIERS
Like other businesses CBI Security Ltd. rely on suppliers to provide the services effectively.
Following table highlights the major suppliers of CBI Security Ltd.
Services Suppliers
Electricity and Gas British Power and Gas
Internet One Bill Internet Services
IT Services Yellow Circle web solutions ltd. & BM Office Machines
Uniform and Supplies Timberland
Stationery & Office Supplies Vikings and Rayman
Telephone and Mobiles EE Mobiles, Lily Comms
Equipment DCRS, Brabourne Communications, Curry’s
Cameras Camtec
Other Supplies Wilkinson’s, Office Water Coolers

Quality Control

CBI Security Ltd feel pride to provide high quality services to its clients. Each client is
important to us and we try to exceed the customer’s expectation time and time again. We
always tailor our services to customer’s demand and deliver in professional way. We do not
only want to satisfy our customers but to exceed their expectations in every aspect of offered
services.
Our client portfolio is diverse and each client have different requirements and expectations for
level of services they receive. Our competent and professional staff give each client the due
diligence and care. The management of CBI Security Ltd. involve from strategic goal
management to operational instructions, which gives us a unique advantage over competitors.
This allows us to review the customer requirement time to time at a higher and more responsible
level.

CBI Security Ltd. believes in following when it comes to care about customers;

 Always deliver professional and high quality services

 Asses customers’ demands and tailor the services according to their needs
 Taking the customers’ feedback on regular intervals and include the results in policy
formation
 Provide customers with clear and efficient line on communications
 Taking customers’ complaints as a matter of priority and responding them
professionally.
 Train our staff so, they can deal with customers in a professional and respectful way
 Each staff member communicate with customers with respect, care and responsibility
 Serving with pride, commitment and high ethical values

Response Standards

When possible, complaints, questions and requests for service should be resolved in “real time”
on the same day as they arrive. However, in many instances, referral and follow-up are
necessary in order to fully understand and resolve the issue. In such instances, the following
standards for acknowledgement and resolution should be followed.

Acknowledgement

 All complaints, questions and requests for service should be acknowledged within one
business day.
 This acknowledgement should note the person to whom the issue has been referred and
when the customer can expect a response.

Resolution

 A substantive response should be provided within seven business days.

 This response should include the CBI Security Ltd’s analysis of the issue and the
proposed resolution.
 Clear reasons should be given if it is not possible for the CBI Security Ltd. to
accommodate the customer’s request.
 If a resolution is not possible within seven business days, the customer should be
notified and given the date by which they can expect a response.
 The resolution can be communicated to the customer verbally, by e-mail or by postal
mail, depending on the communication method most appropriate to the situation.
 Structure

ORGANISATIONAL CHART
CHAIRMAN
Stag Hussain
Stag
DIRECTOR
Naj Hussain

OFFICE OPERATIONS
MANAGER / MANAGER /
SCREENING & SCREENING &
VETTING OFFICER VETTING RESPONSE ROOM
/ DEPUTY QUALITY CONTROLLER / OPERATIVE
MANAGEMENT QUALITY
REPRESENTATIVE MANAGEMENT
REPRESENTATIVE

HEAD DOOR SECURITY MOBILE

SUPERVISOR SUPERVISOR SUPERVISOR

ALL EVENT STAFF ALL SECURITY MOBILE

(DOOR STAFF PATROL STAFF
SUPERVISORS)
 SECTION 5: FINANCIAL INFORMATION

Past two years financial reports are given below;