The Strategic Implications of Computer-Based Learning for G4S Wackenhut - Case Study Example

The Strategic Implications of Computer Based Learning for G4S Wackenhut Introduction This assignment is about the strategic implications of information technology used in a business. This assignment will be in a form of report of which the intended audience will be the executive committee of the business. A recommended course of action for the company G4S Wackenhut over a three year period will be included in this paper. The company has implemented computer based learning for the training of its security guards recently. This new information system framework will be addressed in the paper and then a proposed solution for the issues will be written. Definition – Computer Based Learning Computer based learning has a huge potential of providing a highly motivated experience of learning (Clarke, 2001). Computer based learning uses simulations and different software for teaching the students in an alternative way. The learner is conveyed vast amount of knowledge and information in a short period of time. Through the use of simulations and graphics, the learner is given roles in different situations through which he gains experience and knowledge of how to tackle different problems. The main reason for the development and fame of computer assisted learning was the fact that rote learning was not so effective and efficient. One of the main features of computer-based learning is the use of multimedia such as animation and sounds to create scenarios for the learner (Clarke, 2001). Another feature is that the program is adaptable (Clarke, 2001) to the needs of the learner and his skill set. The program also records the test results and the performance of each learner in different scenarios. These programs are interactive in nature which makes them responsive to learner’s actions and behavior (Clarke, 2001). Computer assisted learning is cost effective as it does not require a teacher or guide for the learners. The program can be accessed and learning can take place at any hour of the day or night. Brief Background of G4S G4S is one of the world’s leading security service providers and has operations in over 110 countries (G4S, 2010). The company is the largest employers on the London Stock Exchange (LSE) with over 585,000 recruited (G4S, 2010). G4S provides security services to government and to private businesses and the general public. It works on contract basis for the government and other organizations. The company is known for providing security solutions through innovation and leading edge approach towards information systems (G4S, 2010). The business also invests in technology to create the perfect solution for security problems. It offers a wide range of integrated security solutions to commercial and private clients (G4S, 2010). The company possesses significant resources and technical expertise in logistic, technology and risk management (G4S, 2010). The company also provides customized security solutions to the customer tailoring them according to their needs. Competitive prices are offered by the company even though its investments are higher than the competition. G4S has the mission of developing long-term relationships with the customers and the suppliers. This mission has led to many strong partnerships and friendly mergers and acquisitions by the company. G4S engages its employees and security guards in best practices within the industry in order to meet the specific demands of the clients. The staff selection and recruitment is done on a competitive basis. The company invests a significant amount in training of the security personnel and in employee retention. The company also places great importance on the morale of the staff in order to meet the requirements of the customer. Current Business Issues The G4S Wackenhut group faces many business issues at the moment, which has caused the company to lose some contract worth millions of dollars. Almost half the power plants of the nation and numerous nuclear weapon sites are guarded by G4S Wackenhut security (PR Newswire, 2006). These sites have many security problems and the company is blamed for loopholes in security measures. Wackenhut which is owned by the G4S group, generates 12 percent of its total revenues from contracts with nuclear power industry (PR Newswire, 2006). Poor Performance of Security Forces G4S Wackenhut has lost contract with a nuclear power plant named Pilgrim. This contract was worth 5 million US Dollars per year (PR Newswire, 2006). The main reason behind the lost contract was public criticism of the security measures and the criticism of government over Wackenhut’s performance. A special investigation of Pilgrim plant security by the Time Magazine reported significant security problems. Another power plant named Indian Point cancelled their contract with Wackenhut after an investigation led by an internal team showed many security problems (PR Newswire, 2006). Another issue that the Wackenhut business faces is the issue of employee demotivation and low morale. According to United Government Security Officers of America (UGSOA), the company is making policies that trim off the holidays of the security guards (PR Newswire, 2006). This comment was given after the company had removed the provision that officers are allowed to take 2 days off from work each week (PR Newswire, 2006). This caused the security guards to go on a strike and engage in a labor dispute. The company has also been blamed to take a lot of work from the security guards. This was proved by the UGSOA official who stated that the security guards are working overtime more than ever. Inadequate preparedness and poor performance of the security guards has been attributed to the excessive overtime of the security guards (PR Newswire, 2006). Inadequate Ability to Retain the Staff and Train Them Wackenhut G4S has been held responsible by the Project on Government Oversight (POGO) for the inadequate training of the security forces and for the practice of keeping them for long shifts on duty (PR Newswire, 2006). In an interview with the Boston Globe, POGO official Peter Stockton commented “they have some terrible problems” (PR Newswire, 2006). The company is also facing falsification of training records investigation concerning the Energy’s Oak Ridge Reservation department (PR Newswire, 2006). If the conviction is found to be true on company, it may be the ground for suspension of all the contracts of the company in the US. Entergy also cancelled their security contract with Wackenhut after an internal investigation in the security performance. Some of the important findings of the reports were as follows: -only twenty percent of the security guards at Wackenhut were prepared to defend the plant in case of an unforeseen event -false information was presented to the plant management on whether the employees could report safety concerns freely to the company -12% of the security officers believed that Wackenhut did not respond to any concerns or suggestions raised by the employees -security personals’ allegation against Wackenhut was that a slack environment was created around the general management and the administration -physical training for the agility of the security officers was slacked -for passing their exam, the security personnel could take their weapon to exam multiple times Proposed Solution Computer based learning will help G4S to achieve its strategic goals in the long-run. The proposed solution will ensure that the company is compliant with the federal regulations. The implementation of computer based learning will also keep the company ahead of its competitors and win back its contracts. The proposed solution of computer assisted learning will increase the retention rates of the security officers, boost their motivation level and enhance their performance at the time of duty (Kruse, 2004). As mentioned in the issues section above that it was uncovered is a report that only 20 percent of the security officers were ready to defend the plant because they lacked training and skill set required. Computer based learning will ensure that security officers enhance their skill set through interactive training programs. Safety courses and security modules will be different for each level of skill set of the personnel. This will ensure that the security guards are segmented according to their skill set and their compensation is also based on the level achieved in computer based learning. Simulated tests and exams for the security officers will help them achieve certain level of confidence and expertise when dealing with real security threats. Records for each security personnel will be maintained on an online database which will be accessible by the company officials and the clients. The 38,000 international employees of G4S Wackenhut in the field will be able to access new corporate procedures and updated training methods. The physical agility level of each security officer will also be tested and put on the profile. The security officers who are below a certain limit on agility levels, they will be trained for 30 days and their agility will be tested again. The testing method for the exam of security officers will be improved and the ones who are competent will be selected for contracts. Webinars will be used extensively in computer based learning so that the employees are fully aware of the new business issues and the new policies. The introduction of computer based learning will not only enhance the performance of the employees in the field but will also help G4S Wackenhut to win back their contracts with the power plants and the sensitive nuclear weapons site. With the feature of personalized learning in computer based learning, the weaker security officers can be trained more rigorously. These programs will be customized for the officers who require extra push to be placed in the field. With the help of computer based learning, the company will be able to save costs and reduce turnover. Competent personnel can be recruited through the use of simulation and other tests while recruitment. Tracking of the officers will be made easier through e-learning. This is possible because the students are connected to the network while completing their training modules. Scores of the officers and reports can be saved to their profiles and can be easily retrieved whenever needed. This is a very cost effective solution as the system does not need any guide or instructor. All the international and national officers can access and benefit from the same programs. Techniques for dealing with security breaches will be taught in these webinars and online lectures. These lectures and webinars can be viewed by the personnel at anytime of the day. Recommendations I would recommend the Executive Committee to implement the computer based learning in G4S Wackenhut as soon as possible to avoid any further cancellations of contracts. Implementation of this system will not only help in improving the reputation of the company in general public, but it would also generate new clients. As the company generates 12% of the total revenues from contracts with plants, G4S should purchase special training program for the plant. Loopholes in the security measures should be spotted and removed in plant security. The management will need to invest some capital for purchasing the system and implementing it, but the rewards will be fruitful. Year Development Impact Year 1 In the first year, the company should be able to search for the solution providers of computer based learning. The market should be also searched for off-the-shelf products related to computer based learning in security industry. Till the end of the year, Wackenhut should have finalized the vendor of the software and decided upon the development of purchase date of the system. The impact of these steps will be that the perception about the company will start to enhance in the eyes of public and the clients. New clients will feel more secure and comfortable while giving contracts to G4S. Year 2 In the second year, a pilot team should be formed and the employees should be informed about the new system that will be implemented. The system should start to implement in this year and the pilot team of security officers should learn all the required information about this system. This will ensure a better image of the company in the magazines and reports. Company may win back the cancelled contracts with the plants. The employees will be highly motivated about the new system for their learning which will enhance their performance in the field. Year 3 By the third year, the company should have a running system of computer based learning and the earlier system of learning and training should be abolished. By now, the system should be running smoothly in the company and its affects should start to take place. There should positive impact on the morale of the employees and their performance in the field once they attend e-learning sessions. The new recruitments will be more capable because of the tests and examination of personal records. The company will get ahead of the competition in the industry and start making higher returns. References Clarke, A. (2001). Designing Computer-Based Learning Materials. First Edition. England: Gower Publishing Limited. G4S. (2007). Tailor-Made Solutions. Unlocked. Retrieved February 12, 2010 from http://www.g4s.com/final_combined_version.pdf G4S. (2010). G4S Corporate Website. Retrieved February 12, 2010, from http://www.g4s.com/home/about.htm Kruse, K. (2004). E.Learning Guru. Retrieved February 12, 2010, from http://www.e-learningguru.com/articles/art1_9.htm Piskurich, G, M. Et Al. (1999).The ASTD handbook of training design and delivery: a comprehensive guide to Creating and Delivering Training Programs-Instructor-Led, Computer-based, or Self-Directed. 2nd Edition. McGraw-Hill. PR Newswire. (2006). SEIU : Wackenhut to be Dropped as Security Contractor at Pilgrim Nuclear Plant; Faulty Security Performance, Use of Excessive Overtime, Inadequate Ability to Train, Retain Staff at issue. (29  August). PR Newswire.  Retrieved February 12, 2010, from ProQuest Newsstand. Read More