- 學位論文
保全業標準作業流程與風險管理研究
A Study on Standard Operating Procedure and Risk Management for Private Security Industry.
摘要
保全業蓬勃發展，保全公司如雨後春筍般成立，在熱鬧的市場上，漸漸出現了良莠不 齊各據山頭、濫芋充數的現象，監守自盜、外賊入侵的亂象，紛紛發生，社會普遍對「保 全」的評價不佳，產業形象日趨低落，何以致此？不外乎保全業欠缺一套標準作業流程 (SOP)，以致「各吹各的號」「土法煉鋼」，無法提供安全的保障和滿意的服務。因此，建 立一套「標準作業流程」乃是刻不容緩的事，從員工的遴選，教育訓練，到各項勤務技能的 教導，可以有共同依循的標準和程序，這樣才可望有品質的管控，整體服務水平的提升。 然而，服務業是動態的行業，外在環境，各種突發事件的干擾非常大，僅靠一般的作業 程序是無法完全應付的，比方地震、火災、搶劫等突狀況發生，常令人慌張無措，反應不及 ，更遑論超乎想像的事件如爆炸、挾持人質等。 有鑑於此，引進「風險管理」理念到保全SOP裡是一種根本的改進之道，既可防範於未 然又可服務於平時，一旦事故發生也不致於慌亂失序。 本研究首先蒐集業界自行編撰之四大類保全標準作業流程(系統保全、駐警保全、運送 保全、人身保全)共四十七件，再邀集焦點團體20人座談及個別訪談4人，來補充及加強 SOP之制訂。最後以「風險管理理念」予以強化之。本研究發現保全業從業人員廣泛認定應 有12萬人以上，遠超過官方數據3.5倍如此多的從業人員，散佈在各個角落，其管理訓練 ，必然十分困難，且普遍存在教育訓練不足的現象，是以SOP的建立，實為當務之急。從 統計結果發現，若能做好SOP至少可以免除75%之風險。再者，保全業具有預防處置突發事 件之任務屬性，風險管控的需求，遠較一般行業迫切，因此特別以風險管理理念融入SOP 中，是則，在SOP裡可以發覺環環相扣的風險管控，在風險管控裡面又有標準的作業程序 可依循，至終要努力建構一個完整的保全服務。
並列摘要
The rapid development of the security industry has led to tremendous growth in the number of security companies being established. This exciting market has gradually resulted in variance in service standards and hostile competition. Public opinion, in general, of “security” is poor and the industry image is gradually declining. The primary reason for this is because this industry lacks a set of Standard Operating Procedure (SOP), thus, barring it from providing safe protection and satisfactory services. Therefore, the establishment of a set of “Standard Operating Procedure” is urgently needed, ranging from personnel screening, educational training, to various levels of on-the-job training, in order to achieve a set of uniform standards and processes. As such, control of quality and upgrading of service standards can be anticipated. However, service industry is dynamic and, greatly impacted by external circumstances and unexpected occurrences. Therefore, reliance on general operating process is insufficient to meet such needs, e.g. earthquake, fire, robbery and other sudden incidences resulting in panic, inadequate reaction, let alone events beyond imagination such as explosion, kidnapping of hostage, etc. Consequently, introduction of “Risk Management” concept into security SOP is fundamental to improvement, and it not only serves as a precaution against future incidences but can be applied on a day-to-day basis, thus preventing unnecessary disturbances. This study initially collected standard operating procedure for four major types of security produced by industry (system security, station security, transport security, personal security) which totaled 27 documents. In addition, a group workshop for 20 participants and 4 individual interviews were conducted in order to supplement and enhance the establishment of SOP. Finally, the “Risk Management Concept” was applied to further strengthen this study. This study discovered that there are at least 120,000 people working in this private security industry which is at least 3.5 times more than the official government statistic. This population is widely scattered thus making management training very difficult and educational training, in general, inadequate. The establishment of SOP is thus critically needed. Statistics show that a good set of SOP can avoid 75% risk. Furthermore, security business possesses preventive precaution as its mission objective, and the desperate need for risk management control far exceeds that of ordinary businesses. Therefore, risk management concept is especially included in SOP, and hence, risk management control is integrated into SOP, and within risk management control, standard operating process can be followed, to ultimately achieve comprehensive security service.