Golf Tournament

The Plantation Golf Club in Olive Branch, Mississippi, located just 30 minutes from the Peabody Memphis, will be the site of the NAMTSE 2004 golf tournament. Constructed in 1990, the Plantation Golf Club’s 18-hole, par-72 course is on the cutting edge of the game. Well-placed berms and 35 acres of water framing many of the holes make this course as much of a delight to look at as to play. Touring pros, club professionals, and the best amateurs in the state have chosen the Plantation for such prestigious events as the Jordan Mini-Tour, the True-Temper Classic and as a home to the Michelob Tour America.

CSAA Committee Meetings

9:00am – 10:00am

• Membership Committee & UL Promotions Board
• Standards Committee
• By-Laws Committee

10:00am – 11:00am

• Public Sector Liaison Committee
• Marketing and Communications Committee
• Insurance Liaison Committee

11:00am – 12:00am

• Joint Education and Legal Affairs Committee
• Associate Member Advisory Committee

Proprietary Council Meeting

• Verified Response
• Hot-Redundant Back-up Sites
• Licensing Reciprocity
• Central Station Operator Training
• Justifying Your Existence to Your Company

Beale Street Pub Crawl

If there were ever a place more conducive to a “Pub Crawl” outside of New Orleans, it is Beale Street, Memphis.

Join your friends and head to one of America’s most famous musical streets. You’ll receive tickets for free drinks at some of the city’s best-known night spots along this three-block stretch, famous for its music. Go early, stay late and experience for yourself why Memphis is the Home of the Blues and the Birthplace of Rock-n-Roll.

UL Seminar I – The Easy Way to Obtain & Maintain Your UL Listing – Pete Tallman, Section Manager, Underwriters Laboratories

UL Seminar II – UL Sales and Marketing – Tapping Hidden Profits: Tapping Your Profit Potential with UL’s Certificate Program

Product/Technical Presentations

Manufactures and suppliers to the alarm industry exhibiting at NAMTSE will preview new products and/or offer technical training and education on their newest or most popular products.

Opening General Session - .2 CEUs

Am I Just A Dispatcher or Operator? Tony Harrison, President, The Public Safety Group

Central Station dispatchers are a vital link in public safety. Many times we forget the vital services we provide to our clients. “Am I Just A Dispatcher or Operator?” is a motivational reminder of the critical role you play in keeping America safe from individuals who wish to do your clients harm and other emergencies that threaten our homes and businesses.

The Greatest Ideas of the Industry’s Greatest Thinkers, Ron Davis, President, Davis Marketing Group

Over the last 25 years, Ron Davis has interviewed hundreds of the industry’s most innovative and exciting leaders. His signature question in all of these interviews was: “If you had JUST ONE REALLY GREAT IDEA to share with the alarm industry, what would it be?”

That question was answered by hundreds of industry thinkers, such as Peder Kolind, the founder of Brinks; Leo Guthart, Vice Chairman of Pittway Corporation; Stan Lott, former President of CSAA; all of the publishers of the industry’s magazines; and the first Executive Director of NBFAA, Garis Distelhorst.

In this delightful and informative presentation, Ron will bring back the voices of some of our industry’s greatest thinkers, along with a commentary on what those ideas have meant in the evolution of the industry, as well as the meaning for today’s alarm industry innovators.

Pace, Purpose and Performance - The Pathway to Greater Personal and Professional Success, Jeff Prough, President, Guardian Alarm Company of Michigan, Inc.

This presentation will introduce the 3 P’s which, when embraced and practiced, will dramatically improve one’s personal and professional life. Jeffery Prough will present innovative, motivational and lifestyle techniques while providing practical methods that can be adopted by everyone immediately.

Prough’s Pace, Purpose and Performance program has been delivered to many diverse audiences, He practices the program along with his leadership team at Guardian Alarm, Guardian Guard Services, Guardian Armored Services and Guardian Medical Monitoring where he is President of one of the most successful security companies in the world. A proven program with proven results delivered by proven winner, Jeffery Prough.

Spouse Tour and Luncheon

Visit the Memphis Brooks Museum of Art, centrally located in the historic Omstead-designed Overton Park. Opened in 1916, the museum’s initial collection focused on American art of the period including Henri, Assam and Davies. Today the museum’s vast collection includes Italian Renaissance and Baroque works donated by the Samuel H. Kress Foundation, masters including Van Dyck, Romney and Reynolds; British portraits; French Impressionist paintings, as well as works from many other periods. Also included in the museum’s holdings is a collection of American Decorative arts and over 225 regional artworks donated by CSAA proprietary member, AutoZone. A guided tour will feature highlights from the museum’s vast holdings.

After the tour enjoy lunch in the acclaimed Brushmark Restaurant with its grand terrace overlooking Overton Park.

Training Track I – (OPS) Operations Management – Track Leader: Pam Petrow, Senior Vice President, Vector Security

Training Track II – (S) Sales & Marketing – John Judd, Director, Systems Integration Sales for Bosch Security Systems, Inc.

Training Track III – (FBM) Business & Financial Management – John Brady, President, TRG Associates

(OPS) How to Prepare for a UL Annual Inspection - .1 CEUs, Steve Schmit, Associate Managing Engineer, Certificate Services, Underwriters Laboratories (UL)

Has UL called to announce that they will be inspecting your central station? This session will explain the objectives of the UL inspector for an annual inspection. You will learn to identify the key elements and how you can better prepare.

(S) Today’s Technology Landscape -Implications for Central Station Alarm Companies - .1 CEUs, John Judd, Director, Systems Integration Sales for Bosch Security Systems, Inc.

The central station business is a technology business. Value is provided to customers through technology in order to provide a variety of remote monitoring, administration and communication services. New developments occur almost daily that impact these services and provide new opportunities to leverage the resources in an alarm central station. This session surveys important technological developments that expand the central station company’s capabilities and revenue opportunities.

(FBM) Insurance Shopping, Karen Izzo

With the rising cost of General Liability and E&O, learn how to shop for lower premiums.

(OPS) Telephone Etiquette for Outstanding Customer Service - .1 CEUs, Marcie Heron, Senior Operations Manager, Emergency Response Center, VOXCOM Security Systems

The majority of your customer communications are conducted over the telephone. Your service schedulers, installation coordinators, office staff and central station operators are the voice of your company each time they interact with a customer. Enhance the image of your company by applying the skills discussed in this seminar.

(S) Telematics and Location-based Services Opportunities for Central Station Alarm Companies - .1 CEUs, Cliff Dice, President & CEO, Dice Corporation; Jim Stevens, Vice President, C3 Location Systems; Hank Goldberg, Sales manager, Monitoring Automation Systems

It’s no longer just about the protected premises — it’s also about the protected assets, and assets don’t always stay in one place.

How can your company make money by monitoring things that move around? This session reviews ways your company can employ technology available right now to generate more recurring revenue and leverage your central station resources by providing monitoring services for mobile assets.

(FBM) Resolving the Reasons for Attrition, John Brady, President, TRG Associates, Inc.

How to identify and address the company-caused reasons for attrition. Bring your reasons for attrition and we’ll discuss solutions.

(OPS) Reducing False Dispatches and Central Station Activity - .1 CEUs, Pam Petrow, Senior Vice President, Vector Security; W. Rex Bell, Huntsville, AL Police Department

Alarm professionals and responding authorities are discussing terms such as non-response, second-call verification and enhanced verification throughout the country. This session will explain these different concepts and provide data on the successful implementation of these programs. Also, learn why what the police departments find to be effective false dispatch prevention techniques.

(S) New Developments in Access Control Technology - .1 CEUs, Brenton Scott, Executive Director of Business Development, HID Corporation

Access Control is the second most-dynamic growth technology in the security industry (behind CCTV). Learn new ways for your central station company to benefit from new credential technology, communications, remote management, and other developments in the access control market.

(FBM) Time & Task Management, Ken Krisby, Sucess Solutions

Everyone knows that in business “Time is money”. Efficient use of time is important in every area of your business but it is crucial in the sales and marketing departments. Everyone in your company can benefit from this motivational “time-management tune-up” conducted by .Ken Krisby. Take this first step in the process of controlling time to improve efficiency and reduce the stress and hassle of working against the clock..

(OPS) Performance Measurement - .1 CEUs, Anna Tate, Central Station Manager, AutoZone; John Flores, Customer Service Manager, Guardian Alarm; Andy Lowitt, Vice President, Lowitt Alarms & Security

Central stations have various methods of measuring the performance of operators, customer satisfaction levels, alarm traffic and many other aspects of our business. How do your measurement standards compare to others in the industry?

Several companies will share what they measure and how they use that information to create a more motivated staff and higher levels of customer retention.

6:00pm – 10:00pm

Graceland Tour and Rock-and-Roll 50s Barbeque (Ticketed event)

This year will mark 50 years since Elvis recorded his first single “That’s All Right” with Sun Records. Tour Elvis Presley’s beloved Graceland, climb aboard Elvis’ custom jets the “Flying Graceland” and the “Lisa Marie,” and then join us for a Rock-n-Roll 50’s barbeque. You’ll enjoy “sliders” (burgers), hot dogs, Coney Island chili and an ice cream sundae bar in the Auto Museum surrounded by his legendary 1955 pink Cadillac, the red MG from “Blue Hawaii”, his Harley Davidson motorcycles and more than 20 other vehicles owned by Elvis.

Training Track I – (OPS) Operations Management – Track Leader: Pam Petrow, Senior Vice President, Vector Security

Training Track II – (S) Sales & Marketing – John Judd, Director, Systems Integration Sales for Bosch Security Systems, Inc.

Training Track III – (FBM) Business & Financial Management – John Brady, President, TRG Associates

(OPS) Creating an Effective Central Station Operator Training Program, Fred Lock, Central Station Manager, UAS Inc. and Tracy Hemmerle, Assistant Central Station Manager, Vector Security

Do you have a formal documented training program for your central station operators? Too many central stations rely on on-the-job-training or working with senior operators to train new hires. Unfortunately, with these methods there is no way of guaranteeing that these individuals are exposed to consistent and accurate training.

Two speakers with extensive training backgrounds will detail how to create a program and the elements that should be included.

(S) Master Your Clock, Master Your Day, Ken Krisby, Sucess Solutions

Everyone knows that in business “Time is money”. Efficient use of time is important in every area of your business but it is crucial in the sales and marketing departments. Everyone in your company can benefit from this motivational “time-management tune-up” conducted by .Ken Krisby. Take this first step in the process of controlling time to improve efficiency and reduce the stress and hassle of working against the clock.

(FBM) Business Training for Technicians, Tom Rogers, Senior Vice President, Operations, Vector Security, Inc.

System installation and service tasks are only a part of the responsibilities of a technician. Proper documentation, communication with internal and external customers, and active effort to identify opportunities to increase revenue, reduce attrition and minimize problems are also a part of the job.

Tom Rogers shares approaches used at Vector Security to assist the Technician in developing a “businessman’s” view of his role in the industry, in his company and his responsibilities to the customer.

(S) Supercharged Security Systems Sales —How to be “The Best in the Biz” - .1 CEUs, Sharon Kenney, Sales Manager, Richmond Alarm Co. (tentative)

Choosing the right mix of technologies to deploy and offer your customers is certainly an important part of strategically positioning your business, but a large part of your success continues to depend upon effective management of basic sales tasks and efforts. Professionals make it a point to brush up on the basics of sales and sales management. This session provides a valuable review of issues, such as how to recruit and who to keep, how to stipulate and measure performance, how to motivate and stimulate superior performance and other topics.

(OPS) Using Call Center Techniques in a Central Station - .1 CEUs, Elaine Paquette, Director of Client Services, VOXCOM Security Systems

Call Centers have been perfecting telephone customer service for years. What can we learn from this experience? See how you can apply proven call center techniques to improve telephone skills, motivate employees and provide excellent customer service.

(FBM) Make Quality the Number One Priority - .2 CEUs, Wayne Kost, P. Crosby Assoc.

This seminar will teach you how to consciously instill a determination to deliver quality service in your company.

(FBM) NBFAA-Endorsed Insurance Program, Mark Neupert, Security America Risk Retention Group

This panel will explain the new NBFAA-Endorsed risk retention self-insurance plan.

(OPS) TCP/IP Technology - .1 CEUs, Dave Combes, Commercial Development Manager, Ademco; Mark Burnett, Manager Events Monitoring Center, Diebold; and Ed Bonifas, Vice President, Alarm Detection Systems

This session will begin with a TCP/IP primer to help novices understand this new receiver technology. After this introduction you will hear from several alarm companies currently utilizing this type of monitoring service.

(S) Video Technology Roundtable - .1 CEUs, Dan Reese, Director, CCTV Products, Bosch Security Systems, Inc.; Mario Costa, Executive Vive President, OZ Vision; Mike Driscoll, Business development Management, Vision Fire & Security

Developments in video surveillance, remote monitoring, video verification and video content analysis are dramatically extending the value of CCTV cameras and systems for both customers and central station alarm companies.

Learn how to create more recurring revenue, provide more economical and effective surveillance, and in many cases, preserve police response during this informative presentation and discussion.

(FBM) The Running of a Mid-sized Security Company - .2 CEUs, Moderator: John Brady; Panelists: Kim Sears, Vice President of Sales, Security Systems by Hammond, Inc.; Peter Lowitt, President, Lowitt Alarms& Security; and Bud Wulforst, President, A-1 Security Ltd.

Without all of the resources of the “Big Companies”, how do you accomplish the same results for your company?

(OPS) The Wonderful World of Central Station Receivers (panel) - .2 CEUs, Sascha Kylau, Business Development Manager, Surgard; Carey McNeme, Central Station Manager, Network Multifamily

Understanding the reporting formats for 3x1, 4x2, SIA, CID and numerous others is complicated for operators and technicians. Learn about communication formats, today’s high tech receivers and the telecommunications behind them. Following the presentation will be an in-depth question and answer period.

(S) Selling Central Station Internet and Intranet Alarm Monitoring and Administration - .1 CEUs, Mark Hillenburg, Marketing Manager, DMP; Dave Combes, Business Development Manager, Honeywell; Terry Fredrickson, Crporate Accounts Manager, Bosch Security Systems; David Crawford, Sales Manager, Surguard; and Alan L. Pepper, Partner, Mitchell Silberberg & Knupp LLP

Internet and intranet remote monitoring and control are becoming established technologies. UL has listings for network line security and fire alarm reporting and there are a variety of approaches to provide network-connected monitoring and remote account administration services.

Get the latest information from the experts during this important communications update.

(FBM) Tracking False Alarm Activity - .1 CEUs, Thom Helisek, Vice President, Information Services, Vector Security and John A. Murphy, President, Vector Security

How many false dispatches does your company make each hour? Day? Month? Which customers are your biggest offenders?

This presentation will demonstrate a program that can help you get complete and timely information to address the false dispatch problem.

Tour of AutoZone Central Station

As part of the Operations Management Track, participants will have an opportunity to visit the central station of CSAA Proprietary member AutoZone. Other attendees are welcome. ALL must sign up at the NAMTSE registration desk by noon on Saturday, April 17, 2004.

Trends from the Trades (Panel); Panelists: Jason Knott, Editor, CE Pro; Susan Brady, Editor-in-Chief, Security Dealer Magazine; Scott Goldfine, Editor-in-Chief, Security Sales & Integration; Susan Whitehurst, Publisher, SDM; +Chelsea Woods, Editor, Security Systems News

Many times, the members of the trade press are some of the most well-connected in the industry, giving them the unique ability to identify future industry trends. It is no different in the security field.

In this session, editors from the leading magazines will discuss the industry’s myths and truths (as they see it), hopefully leading to a lively and interactive discussion with attendees.

Among the topics to be covered are:

• Overall health of the security industry (residential, commercial, industrial, institutional and government)
• Health of specific product categories (access control, burg, fire, CCTV, PC networks, monitoring, etc.)
• Business trends affecting small to medium-sized alarm companies (pricing, large company merger activity, etc.)
• Dealing with the press (spending money wisely, garnering public relations, etc.)

Business Continuity through Planning, Prevention and Preparedness: Inconvenience or Disaster - It’s Your Choice - .1 CEU, Bob Mellinger, President, Attainium Corp.

The continuity of your business has never been more critical to long-term success and survivability of a company than today, regardless of size, location, industry, or revenue. However, creating and maintaining effective business continuity plans still remains a low priority: limited resources requires organizations to focus more intently on their core business.

So, how do companies continue to function in the event of a major disruption? Answer: By executing its Business Continuity Plans. But first, you must have one.

Learn the types of disruptions that can affect an ongoing business operation and how to develop the strategy necessary to handle these unforeseen occurrences. We will discuss Business Continuity vs. Disaster Recovery, the principles of emergency management – planning, mitigation, response, & recovery, the components of a Business Continuity Plan and what you need to do to get started developing a plan.

Luncheon: Security Sales & Integration's Annual 2003 Dealer Survey Contrasts Industry’s Past, Present and Future .1 CEU, Scott Goldfine, Editor-in-Chief, Security Sales & Integration

Each year, Security Sales & Integration conducts, compiles and analyzes the results of its comprehensive Annual Dealer Survey. Many of the findings of this study—which spans all markets and areas of the electronic security industry— are revealed in the magazine's annual Buyer's Guide and Fact Book.

This presentation will expose what is truly going on in today’s rapidly evolving residential and commercial CCTV, access control, intrusion detection, fire and life safety, alarm monitoring and systems integration markets. Discover the trends, opportunities, and where the growth is for today’s electronic security industry. Come, watch and learn from this fascinating, original research.

CSAA Distance Learning Project – Central Station Training Course

Join us at this free-form roundtable discussion about the current CSAA Central Station Operators Level I Distance Learning Project to discuss your ideas about the framework for Level II of this on-line educational course which has been so popular with central station operators.