In the book “Good to Great” by Jim Collins, he alludes to the fact that businesses become and remain great by getting the right people on the bus; the wrong people off the bus; and the right people in the right seats. However, keeping a handle on employees at a casino becomes difficult because operational hours are not the same as traditional business. Consequently it has become a feedback-deprived place and casinos need to be especially aware of this. It’s easy to miss that employee that goes the extra mile, yet they are the ones that boost productivity, profits, and competitive advantage at no extra cost. A casino that doesn’t recognize and reward engagement and high performance will not have engaged high performers for long. Keeping people in place who aren’t performing is not good for the casino and those who need to improve should be identified, coached, and motivated.
In 2012, HRExaminer wrote that “traditional performance management software based on annual and quarterly reviews, miss the whole rhythm of the business.” They propose systems that allow instantaneous and continuous evaluation as being far more beneficial to businesses. Move on to 2013 and add the continued rise of a fascinating trend called crowdsourcing: the marriage of data from multiple sources e.g. Amazon’s “star rankings”. Today people are making decisions based on feedback from many different people. These crowdsourced conclusions are supplementing “expert” opinions.
Performance assessments need to follow this trend and be based on a continuous stream of information from multiple sources in order to provide a more accurate assessment. Single managers give subjective performance assessments. The missing players in the traditional performance review process are everyone else who comes in contact with the employee.
George Bernard Shaw rightly said that, “Progress is impossible without change”. Casinos that invest time into changing the way they assess performance will keep and attract the high performers and gain a huge competitive advantage.
I was shocked recently when I received my latest cell phone bill to see that my data charges were 10 times my normal average. I do a lot of international traveling and find it a hassle to constantly change SIM cards so I rely on my international roaming. Apparently the reason for the sharp increase was as a result of my switch from BlackBerry to the iPhone which is data hungry.
My first question to the cellular company was why their system did not alert me to the significant increase in data usage? We provide trigger based monitoring across the CHEETEYE casino protection software suite and have just made a significant upgrade to the trigger service, so the benefits of trigger based monitoring were still fresh in mind. “Trigger based monitoring” is a term given to a feature in software that provides users with alerts in the form of an email, text or phone call if a risk has been identified. I know what’s available in today’s world of trigger based monitoring so I’m surprised to still be waiting for an answer from this cellular network giant. Maybe trigger based monitoring will reduce their giant profits?
We’re living in a digital age with access to vast amounts of information. Trigger based monitoring is essential in order to benefit from where we are in history. Below are some benefits identified from a poll on trigger based monitoring for casino protection:
- Administration automation – surveillance often requires feedback on standard operating procedures (SOP) that have been broken. Once the SOP has been identified and the applicable department notified, trigger based monitoring eliminates the need for surveillance to waste time following up if no feedback has been provided. Lack of feedback in casinos results in policies and procedures not being strictly followed, which leaves them unprotected from the damaging effects of negligence and fraud both by external sources and an organization’s own staff.
- Proactive observation – Gaming triggers such as potential collusion help surveillance be more proactive in their observation e.g. an alert notifying surveillance of the arrival of a guest involved in possible collusion helps surveillance focus on a “hot area” rather than relying on luck.
- Solved investigations – Incidents are often left in a “pending state” awaiting further investigation. Being able to alert managers of incidents in a “pending state” can help them follow up on investigators that could be dragging their heals.
Smart phones need smart networks. In the meantime we will focus on developing smart software to help casinos protect with insight.
With one day to go before the World Game Protection Conference, I began reflecting on some comments made from last year’s conference. One comment that I kept an eye on as I traveled around was the “lack of card control in many casinos“. I was surprised to hear at the conference last year that this is a problem at “many casinos”; and true it is!
Once again, I see that card control is on the agenda and this time at the “Surveillance Directors Meeting” – A 4 hour “closed-door” information & intelligence sharing meeting hosted by Darrin Hoke. Seems to still be a problem …
As a result, CHEETEYE’s Electronic Card Control module will be one of our featured demos at this week’s World Game Protection Expo. If you need to plug this hole at your casino and you’re at the The M Resort in Vegas, pop around and we’ll lead you through a brief demo. This casino software management tool applies strict card control using biometric enabled work flow processes that ensure accountability every step of the way. Strict accountability measures cause people to think twice about cheating and are the first and most important step towards protecting with insight.
CHEETEYE users will be keeping a close eye on the fills and credits process in their casinos with the latest upgrade. From request for fills or credits to auditing, this important process is now on the casino operations management check list. More importantly, we’ve streamlined things to make sure your tables department can focus on providing a five star experience.
Whether you’re an inspector on the move and need to manage from an iPad …
Or an auditor needing quick access to reliable information, CHEETEYE Fills & Credits is as flexible as you need it to be …
Casino operations management tools like this help casinos protect themselves from the damaging effects of negligence and fraud by ensuring that policies and procedures are strictly followed. Failing to keep up can mean failing to make money.
It seems to be the month for tables management as our electronic tables roster is receiving some exciting changes at the same time. More on that in the next few days. Until then, keep “protecting with insight”.
In their book, “Run of the Red Queen”, Dan Breznitz and Michael Murphree of the Georgia Institute of Technology, argue that it’s wrong to equate innovation solely with the invention of breakthrough products. One kind of innovation that is flourishing in China is “process innovation”: the relentless improvement of factories and distribution systems. Their world renowned efficiency negates the need for constant cutting-edge.
I’ve recently been involved with a surveillance director who I would describe as a “process innovator”. I believe it’s the difference between good and great surveillance directors. I have a friend who is a gifted administrator and I marvel at the processes he has in place to direct his organisation. You can actually feel the rhythm in his presence and as you walk around his organisation. I get the same feeling with the surveillance director I mentioned earlier. Great golfers have great golfing rhythm; great surveillance directors have a great “surveillance rhythm”. Get someone to honestly evaluate your “surveillance rhythm”.
I come from a family of highly skilled administrators. My father at the age of 69 still runs a very successful accounting practice and both my brothers are financial directors with great administration skills. Administration does not come easy to me, so I’ve surrounded myself with great administrators as I’ve seen the devastating affects of bad administration.
Henri Fayol, one of the most influential contributors to modern concepts of management, describes “the 5 elements of administration” , which can definitely be applied to casino administration:
FinCEN (Financial Crimes Enforcement Network) recently fined a casino $250 000 for violating the Bank Secrecy Act (BSA) requirements for casinos. According to FinCEN (my comments in bold), “The casino failed to implement internal controls related to gathering and recording required information for BSA reporting (Controlling). In addition, the casino failed to conduct adequate independent testing and training for employees, among other BSA violations (Staffing, Directing). The casino also failed to develop and implement effective procedures for the preparation, review and filing of BSA reports, resulting in multiple failures to timely and accurately file Currency Transaction Report by casino forms (CTRCs) and Suspicious Activity Report by casino forms (SARCs) (Planning, Organizing).” The lack of casino administration is having costly affects, not to mention the many others.
I never forget my football coach shouting “basics boys!” from the sideline when things were not going well for my team. We had no real stars in our team but we focused on doing the basics well and ended up winning the league in my final year at high school. I have fond memories of that team and all the high five moments. Do the basics well by keeping Fayol’s five elements of casino administration high in your priorities and you’ll have many high five moments.