A Unified Hub
A Unified Hub Tyco’s center provides centralized management for large enterprises
- By Renae Leary
- Oct 01, 2013
Tyco’s Global Accounts Program meets
the needs of some of the largest, highprofile,
enterprise customers in the
world. At the heart of the global account
program, Tyco’s Global Center of Excellence
(GCoE) provides global program management
and programming services for unified security
throughout an enterprise.
Operating in Birmingham, Ala., the center was
created four years ago when the company embarked
on a quest to expand its services around
the world and provide high-level design and operational
support. The center complements and
expands the range of services and technologies
offered by Tyco’s local branches in 38 countries,
while tapping into established relationships with
third-party contractors to provide support to customers
in more than 75 countries.
The GCoE Team
The internal, GCoE team works to deliver a full array
of account management options and technical
support to its client base, so collaboration is key.
Including engineering documentation and remote
system installation, the team develops customized
solutions tailored specifically to each customer’s
corporate standards and security needs. To accomplish
this, each GCoE professional has to be
in-tune with technology and knowledgeable about
the legal, business and cultural standards in various
economies. Overall, the center is a natural fit
for global customers because of the “support of design
associates and program managers devoted to
satisfying the specialized needs of these corporations,”
said Daryl Haga, GCoE director.
GCoE leverages an IT infrastructure with advanced
technology tools and processes to support
large enterprise customers, including some of the
world’s most recognized corporate and financial
brands. Designed with an individual customer’s
needs in mind, the technology environment is built
around tools for quick response to customer requests.
This emphasis on IT impacts how Tyco’s
GCoE recruits new team members. Rather than
“security industry experts,” the center recruits
and hires candidates with information technology
“With that foundation of knowledge, we can
quickly teach them the security industry,” Haga
said. “They are managing changes in IT every day,
and we need people with the ability to learn new
concepts, adapt to change and be strategic and visionary
about where we can take this—that’s the
profile of the staff at the center.”
Commitment and Standardization
Haga established Tyco’s Global Center of Excellence
in response to global customers’ needs; however,
before launching this initiative, Haga’s 20-
year career at Tyco included local management,
installation, service and engineering positions. As
director, he has overseen rapid employee growth,
which reflects the trend among global companies
to standardize security systems. Increased standardization delivers consistent and centralized security systems that are more
efficient and require fewer employees to manage, as does streamlining equipment,
networks and servers.
“Since we are a centralized and scalable group, we can manage it better and
more efficiently, providing a definite value-add to the customer,” Haga said.
He also noted that the fee customers pay to the GCoE is more than offset
by the expense they would otherwise incur to operate systems internally.
Security leaders and IT teams from customer organizations attend an onboarding
meeting with Tyco’s design engineers and program managers to develop
technical specifications and protocols. This is driven by a professional
team that includes a diverse group of electrical, computer software and mechanical
engineers from around the world. In addition to technology expertise,
the GCoE workforce includes team members who speak fluently in about
14 languages. Most importantly, Haga says that the entire team understands
the local cultures, regulatory needs and standards in the assigned country.
“Customers who are truly global need a mechanism to ensure they are
driving standardization throughout their security footprint,” Haga said.
“GCoE fulfills that mission for Tyco’s high-profile customers.
Working Closely With Customers
As the reliance on IP-based technologies has increased, it is critical for the
GCoE team to build a close, working relationship with its clients’ high-level
IT managers. The goal is to understand their specific infrastructures and
needs from a security and network perspective. Both processes cannot be optimized
without the assistance of the other, so individual plans and processes
that fit the customer’s specific needs are developed.
“No one else has the infrastructure and the expertise of our center, and no
one has the educational background and diversity of a team of people from
around the world,” Haga said. “At the Global Center of Excellence, we have
put these systems in place to manage our global business, based on requests of
customers and their requirements. It’s a unique proposition and undertaking.”
The enterprise customers continue to evolve their views on previous security
function and value. Security was thought of as necessity, not something a
company was especially eager to invest in. Now, the emergence and proliferation
of IP connectivity and new technologies is expanding the ways security
can benefit a company, including driving efficiencies, capturing and reporting
valuable business intelligence, and data that helps manage the organization.
“Security now brings additional value to organizations,” Haga said. “Customers
who have good systems in place bring additional value to the organization
and provide benefits that drive business continuity and profitability.”
Customer feedback guides the ongoing development of the GCoE. The
team holds six or more global customer council meetings every year, some
in North America and others in Asia and Europe. The events allow customers
to network and talk about the opportunities, challenges and struggles
“From those needs, we strategize to decide what services we should offer
next,” Haga said. “It gives customers face time with their peers through
Haga has seen a growing need for more specialized information in the
professional services area, and GCoE continually refines its processes to meet
these changing customer needs.
“We are absolutely invested in doing this properly,” Haga said. “Tyco is
committed to global customers, and this program has tremendous value.”
Reflecting the Growing Prominence of IT
Tyco’s GCoE is IT-centric, reflecting both the industry’s increasing migration
to IP systems and the shifting roles of security in global companies. Previously,
the security operations in large enterprises would report to the human
resources department or a chief financial officer. Eventually, many large companies
shifted security to the IT department.
“Now, most of the people involved in the security group either work
hand-in-hand with IT, or they report to IT,” Haga said. “We believe IT is
the key to a successful discussion. When we meet with large customers, we
ask them to bring their IT people to the table. Many times this department
owns the security function. Now, it’s about information exchange, about the
intelligence you have, exceptional management and the return on investment
you get from that.”
In addition, Tyco’s GCoE noticed companies began to recognize the costeffective
benefits of broad security functions. For example, a company might
use a card access system integrated with HVAC to monitor building occupancy
and assist in controlling energy costs. An access control system might
also analyze and provide data on how real estate is used, such as whether there
is enough or too much space, which can help a company use resources more
“First and foremost, it’s about protecting people and property, but it’s also
about what other information you can glean and the efficiencies you can gain
outside traditional security parameters,” Haga said.
Ensuring Corporate-wide Consistency
While focusing on advanced integration to achieve solutions for the most
complex security challenges customers face, GCoE is also focused on reaching
new levels of consistency and standardization internally. Last year, the
center received ISO 9001:2008 certification, a global standard that recognizes
effective and efficient quality management systems. The GCoE was
the first such program in the security industry to successfully achieve this
This standard provides the center with a proven framework for systematically
managing its processes to ensure consistent product delivery that
exceeds customer expectations. The center is Tyco’s first global engineering,
application and program management center to secure ISO certification.
Clients may also benefit from an increasingly efficient and cost-effective organization,
as well as procedures that assure quality similar to their own
“While we have always prided ourselves on providing exceptional quality
in services and technology integration, this certification validates our outstanding
level of commitment to our customers,” Haga said. “We are a global
organization with a centralized, multi-lingual team and address various, regional
markets, so the seven-month, certification process required significant
effort and coordination. I am extremely proud of the commitment demonstrated
by our team.”
In June 2013, the center was re-certified as compliant with the ISO
A Truly Global Approach
Demonstrating what’s possible using a global approach to security, GCoE
offers high-level technical and support services to its global account customers.
The talented team of engineers and program management experts thrive
in managing large-scale, enterprise security systems. It’s an ambitious mission,
but one that is critical in delivering top services to multinational firms.
Tyco’s Global Center of Excellence has begun this journey and is off to a
successful start—with the end goal of making the world a safer place for
This article originally appeared in the October 2013 issue of Security Today.