Organization and Management of Safety Organizations by Servicio de Publicaciones y Difusión Científica de la ULPGC

Manuales universitarios de Teleformación Grado en Seguridad y Control de Riesgos Andrés Caballero Quintana

Ángeles Rodríguez Herrero (Translation review)

Organization and Management of Safety Organizations

2017

Manuales universitarios de Teleformación Grado en Seguridad y Control de Riesgos

30 • Organization and Management of Safety Organizations

Andrés Caballero Quintana

Vicerrectorado de Organización Académica y Profesorado UNIVERSIDAD DE LAS PALMAS DE GRAN CANARIA

Primera edición, 2017 ISBN:

978-84-9042-326-4

Depósito Legal: GC-698-2017

Diseño y maquetación:

Servicio de Publicaciones y Difusión Científica UNIVERSIDAD DE LAS PALMAS DE GRAN CANARIA

Impresión:

Servicio de Reprografía, Encuadernación y Autoedición UNIVERSIDAD DE LAS PALMAS DE GRAN CANARIA

Impreso en España. Printed in Spain

Queda rigurosamente prohibida, sin la autorización escrita de los titulares del «Copyright», bajo las sanciones establecidas por las leyes, la reproducción parcial o total de esta obra por cualquier medio o procedimiento, comprendidos la reprografía y el tratamiento informático.

Index

PRESENTATION ................................................................................................................................13 INTRODUCTION TO THE SUBJECT ................................................................................................15 LEARNING UNIT 1. GENERAL PRINCIPLES OF THE ORGANIZATION ......................................19 PRESENTATION ..................................................................................................................................21 OBJETIVES ..........................................................................................................................................22 SCHEME OF THE CONTENTS..............................................................................................................23 EXPOSURE OF THE CONTENTS ........................................................................................................24 1. Introduction ..................................................................................................................................24 1.1. Types of organization according to its purpose ............................................................24 1.2. Dimensions of security and emergency organizations ..................................................26 1.3. Areas of action of the organizations................................................................................27 2. Approaches to the organization theory ....................................................................................28 2.1. Classic approaches ..............................................................................................................29 2.2. Neoclassical approaches ....................................................................................................30 2.3. Contemporary approaches ................................................................................................32 3. Organizational structures, management and administration ................................................33 3.1. Key items ..............................................................................................................................33 3.2. Models of organizational structures ................................................................................36 4. The jobs ........................................................................................................................................38 5. Organizational culture ................................................................................................................39 6. The management of the organizational change ....................................................................42 7. Public and private organizations ................................................................................................44 8. The creation of administrative structures ................................................................................45 ACTIVITIES ..........................................................................................................................................49 BIBLIOGRAPHY ..................................................................................................................................51

6 AndrÃ©s Caballero Quintana

SELF-EVALUATION EXERCISES ..........................................................................................................52 SOLUTIONS TO SELF-EVALUATION EXERCISES ................................................................................53 COMPLEMENTARY MATERIALS ..........................................................................................................54 GLOSSARY OF TERMS ........................................................................................................................55 LEARNING UNIT 2. THE MANAGEMENT OF SECURITY AND EMERGENCY ENTITIES ..........................................................................................................57 PRESENTATION ..................................................................................................................................59 OBJETIVES ..........................................................................................................................................60 SCHEME OF THE CONTENTS..............................................................................................................61 EXPOSURE OF THE CONTENTS ........................................................................................................62 1. Legal requirements of the companies, head, director and department of security ..........62 1.1. Security companies ..............................................................................................................62 1.2. Heads and Directors of Security ......................................................................................65 1.3. The Security Departments..................................................................................................67 2. The access, promotion and mobility of local policmen in the canary islands....................69 3. Infoca ............................................................................................................................................69 4. Plateca ............................................................................................................................................70 5. Basic elements of the management of security and emergency entities ............................71 5.1. Objectives and indicators....................................................................................................71 5.1.1. Specific goal template ................................................................................................78 5.2. The strategic direction ........................................................................................................79 5.2.1. Strategic analysis ..........................................................................................................81 5.2.2. Strategic analysis and planning: the SWOT technique ..........................................82 5.2.3. The Strategic Planning................................................................................................85 5.2.4. Strategic implementation and control ......................................................................87 5.3. Analysis of the competition and the positioning of the organization in its sector............................................................................................................................90 5.4. Strategic classification of products or services: the BCG matrix of growth and participation ..................................................................................................................92 5.5. Components of the quadrants of the BCG matrix ......................................................94 5.6. Project management............................................................................................................94 5.7. Project Cycle Management and Logical Framework......................................................98 ACTIVITIES ........................................................................................................................................100 BIBLIOGRAPHY ................................................................................................................................101 SELF-EVALUATION EXERCISES ........................................................................................................102 SOLUTIONS TO SELF-EVALUATION EXERCISES ..............................................................................103

Index 7

COMPLEMENTARY MATERIALS ........................................................................................................104 GLOSSARY OF TERMS ......................................................................................................................105 LEARNING UNIT 3. QUALITY MANAGEMENT ............................................................................107 PRESENTATION ................................................................................................................................109 OBJETIVES ........................................................................................................................................110 SCHEME OF THE CONTENTS ..........................................................................................................111 EXPOSURE OF THE CONTENTS ......................................................................................................112 1. Historical origins ........................................................................................................................112 2. Definitions ..................................................................................................................................113 3. Principles of total quality and continuous improvement ....................................................114 4. Why is a quality management system needed? ......................................................................116 5. Process management ................................................................................................................117 5.1. The agents and the classification of the processes ......................................................118 5.2. Flowcharts ..........................................................................................................................120 5.3. Redesign of processes ......................................................................................................125 6. Models and quality management standards............................................................................125 6.1. Certification and assurance ..............................................................................................126 6.2. The ISO 9000 standards ..................................................................................................127 6.2.1. Principles ....................................................................................................................127 6.2.2. Documentation..........................................................................................................129 6.2.3. Stages of implementation ISO 9001 2015 Standard ..........................................130 6.3. FQM model ........................................................................................................................132 6.3.1. Introduction ..............................................................................................................132 6.3.2. The model ..................................................................................................................133 6.3.3. Stages for the development of self-evaluation ....................................................136 6.3.4. RADAR Logic ..........................................................................................................136 6.4. Other standards of interest for quality management ..................................................138 7. Some tools for quality management........................................................................................139 7.1. Brainstorming ....................................................................................................................139 7.2. The survey (Polls) ..............................................................................................................140 7.3. The Matrix of Priorities....................................................................................................140 7.4. The interview......................................................................................................................141 7.5. The data collection sheet ..................................................................................................141 7.6. Histogram ..........................................................................................................................142 7.7. Cause - Effect Diagram or Ishikawa diagram ..............................................................142 ACTIVITIES ........................................................................................................................................144

8 AndrÃ©s Caballero Quintana

BIBLIOGRAPHY ................................................................................................................................145 SELF-EVALUATION EXERCISES ........................................................................................................146 SOLUTIONS TO SELF-EVALUATION EXERCISES ..............................................................................147 COMPLEMENTARY MATERIALS ........................................................................................................148 GLOSSARY OF TERMS ......................................................................................................................149 LEARNING UNIT 4. MARKETING IN SECURITY AND EMERGENCY ENTITIES ......................151 PRESENTATION ................................................................................................................................153 OBJETIVES ........................................................................................................................................153 SCHEME OF THE CONTENTS ..........................................................................................................154 EXPOSURE OF THE CONTENTS ......................................................................................................155 1. Marketing guidelines ..................................................................................................................155 2. Marketing functions ..................................................................................................................156 3. The marketing plan ....................................................................................................................158 3.1. Phases of the marketing plan ..........................................................................................158 3.1.1. Analysis of the situation ..........................................................................................158 3.1.2. Defining Corporate Objectives ..............................................................................159 3.1.3. Marketing strategy ....................................................................................................160 3.1.4. Program of actions of marketing ..........................................................................161 3.1.5. Budget ........................................................................................................................161 3.1.6. Control and evaluation ............................................................................................161 4. The communication ..................................................................................................................162 5. The brand ....................................................................................................................................165 ACTIVITIES ........................................................................................................................................167 BIBLIOGRAPHY ................................................................................................................................168 SELF-EVALUATION EXERCISES ........................................................................................................169 SOLUTIONS TO SELF-EVALUATION EXERCISES ..............................................................................170 COMPLEMENTARY MATERIALS ........................................................................................................171 GLOSSARY OF TERMS ......................................................................................................................172 LEARNING UNIT 5. KNOWLEDGE MANAGEMENT AND INTELLECTUAL CAPITAL ..............173 PRESENTATION ................................................................................................................................175 OBJETIVES ........................................................................................................................................176 SCHEME OF THE CONTENTS ..........................................................................................................177 EXPOSURE OF THE CONTENTS ......................................................................................................178 1. Introduction ................................................................................................................................178 2. Knowledge management ..........................................................................................................178

Index 9

2.1. Definition............................................................................................................................179 2.2. Classification .................................................................................................................... 180 2.3. Objectives............................................................................................................................180 2.4. The effect of experience ................................................................................................ 181 2.5. Learning ability ..................................................................................................................182 2.6. Cases ....................................................................................................................................183 3. Intellectual capital ......................................................................................................................186 3.1. Definition and classification ............................................................................................186 3.2. The Intelect model ............................................................................................................188 3.3 Cases ....................................................................................................................................190 ACTIVITIES ........................................................................................................................................192 BIBLIOGRAPHY ................................................................................................................................193 SELF-EVALUATION EXERCISES ........................................................................................................194 SOLUTIONS TO SELF-EVALUATION EXERCISES ..............................................................................195 COMPLEMENTARY MATERIALS ........................................................................................................196 GLOSSARY OF TERMS ......................................................................................................................197 LEARNING UNIT 6. AUDIT, EVALUATION AND GOOD PRACTICES ........................................199 PRESENTATION ................................................................................................................................201 OBJETIVES ........................................................................................................................................202 SCHEME OF THE CONTENTS ..........................................................................................................203 EXPOSURE OF THE CONTENTS ......................................................................................................204 1. Introduction to the audit ..........................................................................................................204 2. Concept of audit ........................................................................................................................206 3. Types of audit ............................................................................................................................208 3.1. Internal and external auditing ..........................................................................................208 3.2. Audit of regularity, or financial, and operational, or management ............................209 3.3. Quality audit ......................................................................................................................210 3.4. Audit of information systems..........................................................................................211 3.5. Local security audits ..........................................................................................................211 4. Planning and execution of the audit ......................................................................................216 4.1. Phases or stages of the audit ..........................................................................................219 4.1.1. Preliminary Phase (previous planning) ..................................................................220 4.1.2. Planning phase: preparation and review of the audit plan................................221 4.1.3. Execution phase ........................................................................................................223 4.1.4. Reporting phase ........................................................................................................224 4.1.5. Post-Reporting Phase ..............................................................................................225

10 AndrĂŠs Caballero Quintana

5. Introduction to the evaluation ................................................................................................226 5.1. Historical notes ..................................................................................................................226 5.2. Definition: basic brushstrokes ........................................................................................227 5.3. Object ..................................................................................................................................227 6. Concepts ......................................................................................................................................228 7. The phases of the evaluation ..................................................................................................228 8. The phases of the evaluation ..................................................................................................229 8.1. Experimental, quasi-experimental and non-experimental designs ............................230 8.1.1. Experimental designs................................................................................................231 8.1.2. Quasi-experimental design ......................................................................................231 8.1.3. Non-experimental design ........................................................................................231 8.2. Objectives and identification of indicators ..................................................................231 8.3. Information gathering ......................................................................................................233 9. Types of evaluation....................................................................................................................234 9.1. Depending on the time frame of the program ............................................................234 9.1.1. Ex ante or previous ..................................................................................................234 9.1.2. Intermediate ..............................................................................................................234 9.1.3. Ex post........................................................................................................................234 9.2. At the discretion of the organizer of the evaluation ..................................................234 9.2.1. Models of effectiveness ..........................................................................................234 9.2.1.1. Objective achievement models ......................................................................235 9.2.1.2. Of side effects ..................................................................................................236 9.2.1.3. Free evaluation of objectives ..........................................................................236 9.2.1.4. Customer oriented............................................................................................236 9.2.1.5. Focus of the participant ..................................................................................237 9.2.1.6. Political commissions ......................................................................................238 9.3. Procedural models ............................................................................................................238 9.4. Economic models..............................................................................................................238 9.4.1. Evaluation of productivity ......................................................................................238 9.4.2. Efficiency....................................................................................................................239 9.5. Professional models ..........................................................................................................239 9.6. According to the criterion of who carries out the evaluation ....................................239 9.7. Other evaluations ..............................................................................................................240 9.7.1. Evaluation of evaluability ........................................................................................240 9.7.2. Evaluation of the design / conceptualization of the program..........................240 9.7.3. Evaluation of the implantation ..............................................................................240 9.7.4. Evaluation of results ................................................................................................240

Index 11

9.7.5. Impact evaluation ......................................................................................................240 9.8. Tools to evaluate ................................................................................................................242 9.8.1. Methods of quantitative analysis ............................................................................242 9.8.2. Methods of qualitative analysis ..............................................................................243 9.8.3. Purposes of the evaluation ......................................................................................243 9.8.4. Interests and criteria ................................................................................................245 10. Best practice ..............................................................................................................................247 ACTIVITIES ........................................................................................................................................251 BIBLIOGRAPHY ................................................................................................................................252 SELF-EVALUATION EXERCISES ........................................................................................................254 SOLUTIONS TO SELF-EVALUATION EXERCISES ..............................................................................255 COMPLEMENTARY MATERIALS ........................................................................................................256 GLOSSARY OF TERMS ......................................................................................................................257 GRAPH AND TABLES INDEX ..........................................................................................................259

Presentation

La Estructura de Teleformación ULPGC, centro responsable de impartir las titulaciones oficiales de la Universidad de Las Palmas de Gran Canaria en modalidad no presencial, comenzó su andadura en el año 2004 con una titulación pionera, la Licenciatura en Psicopedagogía. Las nuevas metodologías docentes combinadas con un funcionamiento eficaz han impulsado la expansión de un centro que, en el curso 2015/16, ha impartido un total de 7 titulaciones oficiales. Más de 2000 estudiantes cursan los Grados de Educación Primaria, Turismo, Relaciones Laborales y Recursos Humanos, Trabajo Social y Seguridad y Control de Riesgos, así como el Máster en Prevención de Riesgos Laborales, atendidos por 150 profesores. La Estructura de Teleformación les facilita su actividad académica poniendo a su disposición 13 lugares de examen distribuidos en distintos puntos geográficos con el fin de intentar acercarles los recursos necesarios para el logro de sus objetivos. Con esta estructura, la ULPGC da cumplimiento a un principio formulado en la Declaración Universal de los Derechos Humanos, que considera que la educación constituye, de un lado, uno de los pilares esenciales de la dignidad y el valor de las personas; y, de otro lado, un factor determinante para lograr la igualdad de derechos entre hombres y mujeres, y para la promoción del progreso social y la libertad personal. Responde, asimismo, a uno de los ejes prioritarios de las recomendaciones de la UNESCO, que considera esencial para el progreso social el desarrollo de medidas que aseguren el acceso de las personas a la educación y que permitan derribar las barreras que se derivan de las circunstancias geográficas, de la diversidad funcional, de las obligaciones laborales o familiares, o de cualquier otra circunstancia que impida el desarrollo del ser humano. Por todo ello, la Estructura de Teleformación lleva a cabo una importante función al contribuir de modo esencial a satisfacer las demandas que la sociedad plantea a la Universidad como Institución de servicio público. En este sentido, la Universidad de Las Palmas de Gran Canaria no solo busca ofrecer una modalidad académica basada en el principio de la accesibilidad, sino que, al mismo tiempo, quiere poner al alcance de las personas que optan por acceder a la formación universitaria a través de sus aulas virtuales los instrumentos que las ayuden a alcanzar sus metas académicas. Los Manuales de Teleformación responden a esos planteamientos. Estos Manuales nos ayudan a cumplir uno de los deberes de la universidad: ajustar su oferta de formación a las demandas sociales para conseguir equilibrar los objetivos de desarrollo personal y de empleabilidad. La universidad forma más allá de las estrictas necesidades del mercado de trabajo porque gran parte de los perfiles del futuro serán, precisamente, creados por

14 Presentation

nuestros estudiantes universitarios y, como centro de generación de conocimiento y reflexión, imprime valores y forma a las personas que construirán esa sociedad. Por tanto, estos Manuales de Teleformación pretenden contribuir a la formación de estudiantes activos y emprendedores, adiestrados para actuar como personas flexibles, competitivas y conscientes de la necesidad de formación permanente. Estudiantes a los que esperamos ayudar en su camino hacia sus metas de crecimiento personal o laboral. Rafael Robaina Romero RECTOR