Pharmaceutical Manufacturing Security Case Study

Overview

TCFM delivering a gold standard security service at this leader in the pharmaceutical industry. This leading pharmaceutical company is a privately-owned, UK enterprise, based in the heart of the Cambridge science community. Having evolved with the NHS, it has provided innovative medicines to patients in the UK since the 1920s.

• The company fosters a flexible culture where its people thrive on the ability to be agile and autonomous in response to the needs of their partners.
• TCFM has had the privilege of working in partnership with the company for 12 years and has embraced this work ethos.
• We constantly review our services to ensure that it always receives ongoing value through innovation, communication, commitment and collaboration.

Sector: Pharmaceuticals

Security Services we Deliver Through our 24/7 Guarding

• Patrols
• Front of House (FOH) CCTV Monitoring
• Controlled Drug Delivery Security
• Searches
• Pass Issuance and Management
• Access Control
• Risk Reporting Vault Control

Scope

• Location: Cambridge Science Park

Goals and Outcomes

• One of the company’s key goals over the past two to three years was to improve financial efficiency while maintaining high-quality services.
• This goal was successfully achieved through the following measures:
• Retaining Existing Colleagues
  • Despite the first-generation TUPE transfer involving nearly 20 colleagues, we ensured that no colleagues were lost.
  • The customer was keen to retain the existing team due to their satisfaction with their performance.
  • All colleagues from various areas were kept on board, allowing us to maintain the high standards that have been set.
• Cost Savings and Headcount Reduction
  • In the year following the transitions, significant cost savings were realised by reducing headcount through strategic role consolidation and optimisation:
  • Administrative, front-of-house, and post administration duties were combined into a single role, allowing us to reduce the number of security colleagues by one.
  • Our FOH colleagues are trained to complete admin tasks and add value to what we provide.

Challenges and Resolutions

• Compliance
  • We ensured strict adherence to the customer’s and Home Office regulations and best practices in both security and production areas.
  • This involved updating requirements, conducting regular audits, and providing continuous training to our staff.
  • We elevated compliance standards significantly, and a Team Leader was awarded with Certified Security Management Professional (CSMP) Level 6 Accredited Diploma and appointed as the Security Manager to oversee and enhance our security protocols.
• First-Generation TUPE Transfer
  • We successfully engaged with transferring colleagues through consistent communication and regular meetings.
  • Additional training and thorough inductions to TCFM were provided to ensure a smooth transition and integration into our team.
• Improved Service Delivery
  • When TCFM took over front-of-house and call handling responsibilities for this customer, we implemented significant improvements in service delivery. One achievement was reducing the percentage of dropped calls from 8-9% to 3%.
  • This improvement was accomplished through effective management and optimisation of call handling processes, ensuring that calls were answered promptly and efficiently, raising the level of customer service we provide.

Innovations

• Specific Innovation: TrackTik
  • TrackTik is a sophisticated risk management system designed to streamline security operations through real-time monitoring, incident reporting, and data analysis.
  • It allows our security officers to efficiently manage patrols, log activities, and generate incident reports, fostering transparency and accountability.
  • TrackTik is completely digital and paperless offering sustainability benefits and all information is stored digitally and securely.
  • Ultimately, TrackTik enhances situational awareness, facilitates proactive risk mitigation, and contributes to a safer and more secure environment for occupants.
  • TCFM introduced a system to track officers’ patrols and efficiency using locally designed reports through TrackTik.
  • This streamlined reporting tool allows for real-time visibility into security operations, enabling us to see what is happening and when it is happening.
  • Our security officers secure and patrol the labs and GMP areas by following and scanning way points that are placed strategically throughout these areas.
  • When an officer notices any hazard, incident or even a piece of machinery not working properly, they will use TrackTik to take pictures and automatically generate a report which is instantly sent to the Lab Manager and an engineer.
  • TrackTik has significantly improved the efficiency and effectiveness of our security patrols, ensuring comprehensive coverage and swift response to any incidents.
  • RFID Technology
    • Officers scan a small, white (unobtrusive) sticker, utilising RFID technology at each point to update TrackTik.
    • They are able to log their activities in real-time allowing for instant visibility into patrol progress and ensuring that designated areas are regularly monitored and secured throughout the day and night.
    • Lab Managers and Stakeholders have access to this information offering reassurance.
  • Faster Reporting
    • In the event of any security incidents or anomalies observed during patrols, security officers swiftly generate incident reports using TrackTik.
    • These reports will include detailed information such as the nature of the incident, location, timestamp, and any relevant observations, facilitating prompt response and follow-up actions.
  • Improved Risk Mitigation
    • TrackTik aggregates data collected during patrols and incident reports, allowing Security Managers to analyse trends, identify patterns, and anticipate potential security risks or vulnerabilities.
    • This proactive approach enables timely intervention and risk mitigation measures to maintain a high level of security.
  • Colleague Tracking
    • TrackTik allows us to track all Security Officers using GPS tracking which provides a dynamic/real-time map.
    • TrackTik is fully customisable and enables us to create restricted zones for our officers to avoid.
    • The Security Manager is automatically notified if an officer is in a restricted area.
• TCFM Standard Innovation
  • Producing a full audit trail with robust vetting and right to work checks that cannot be overridden to provide an additional layer of security.
  • A geofenced application that ensures the correct colleague is in the correct place at the correct time.
  • Improved reporting with clear lines of accountability for resolution and trend monitoring for proactive adjustments and corrective action.
  • Provides improved quality of training and service delivery.

Corporate Social Responsibility

• TCFM have a people first and foremost philosophy and actively invests in our people.
• All colleagues receive a bespoke training package that includes both on and off-site training that encompasses essential operational processes, compliance measures and exceptional customer service.
• They will take part in our security training academy where they will be put on a 12-month security training plan.
• All colleagues are also vetted to the British Standards Institution (BSI) BS7858 standard which includes a standard DBS check for all colleagues.
• Supervisor and Manager roles and high potential colleagues are offered our leadership level of training covering leadership skills and basic management training.
• We also offer an enhanced level of training covering colleague relations, succession planning and IOSH Managing Safely.
• TCFM recognise and promote talent from within, offering qualifications and training to progress in their careers, two of our colleagues Dan and CJ are currently studying and developing to step into Security Manager and Assistant Manager roles respectively.
• We also offer rewards and recognition schemes that are advertised on site such as Wagestream for financial management, Perkbox for discounts on many brands and days out, Health Assured for 24/7 physical and mental health advice, Everyday Hero and Duvet Day vouchers as a thank you for going above and beyond.

Outcomes

• Our customer’s adoption of the North American Good Manufacturing Practice guidelines means that our Standard Operating Procedures are designed to meet the uncompromising standards required in these controlled environments.
• The team we transitioned through the TUPE process remains with us, reflecting our commitment to colleague retention and stability.
• Many of our team members have been with the customer for 25 years, with the last 12 years under our management.
• Our Recent Audit Scores Show 100% Compliance With the Following KPIs
  • Alarm Response KPI: Respond to all alarms and security incidents within 6 minutes to ensure effective response.
  • Security Systems KPI: Fire System, CCTV & Access Control Systems operational & fit for purpose. Service & Maintenance completed to agreed schedule.
  • Reporting KPI: Ensure that all relevant company stakeholders are aware of any incidents, losses, breaches, faults, non-compliances or threats in a timely manner.
  • Staffing KPI: All positions manned on 24/7 basis at agreed times and all officers trained in company policies and procedures, first aid at work and SIA licensed.

The TC Facilities Management team continuously deliver their services to a very high standard whilst maintaining a strong partnership with our company. In addition to this our TCFM site manager pro-actively proposes innovative solutions to improve our working environment ensuring effective use of operational resources. ”

Workplace Projects Advisor