DETECTOR. The e-magazine from Tyco Integrated Fire & Security. Edition May Next generation security. Omni-Channel retailing TAPA

Transcription

1 DETECTOR The e-magazine from Tyco Integrated Fire & Security Edition May 2014 TAPA Enhanced technology against organised crime Omni-Channel retailing Building stronger customer relationships Next generation security Smart security drives business innovation

2 Rising to new challenges There is no doubt that these are interesting times for everyone involved in the security industry. We are confronted with increased requirements and expectations created by the convergence of macro-economic trends such as globalisation and urbanisation, the rise of international terrorism and organised crime, and demands from board executives for the security infrastructure to deliver more. This development has presented safety and security professionals with fresh challenges related both to the type of solutions they need to deploy in order to successfully mitigate new risks, and to the way they interface and work with the rest of the business. We address many of these in this issue of Detector. On page 04 Thorsten Neumann, Chairman of the Transported Asset Protection Association (TAPA) talks knowledgeably about the sophistication of organised crime and its impact on the security of the entire supply chain. Security solutions are also crossing over into other businesses areas delivering insights that can improve operations and add value to the entire organization. In the retail sector for example, by integrating an in-store security video system with POS technology and people-counting analytics, a retailer can analyse how many people entering a store also made a purchase and generate heat maps that illustrate how customers move through the store. This information can help stores improve their layouts, marketing campaigns, and staff schedules, all of which have an impact on the bottom line. On page 06 we look at the move to omni-channel retailing and the central role that business intelligence and analytics play in its successful deployment in more detail. Over the past few years our industry has witnessed the rise of digital technologies and the integration of security systems into an organisation s IP network. But convergence today means much more than integration with IT solutions. Organisations are taking a more holistic view of risk management and expect security solutions to integrate with other business applications, and security personnel to work openly and collaboratively with other departments to protect the business as a whole. On page xy, in a feature on next generation security, we examine this trend further and look at four of the emerging technology solutions that underpin it. There is no doubt that security is rising to the challenges it faces and moving into the spotlight as it plays a wider role both within the risk management function and helping to improve business operations. Core to this evolution is the ability of the industry to integrate key risk management platforms across the enterprise such as security devices, fire protection, building automation and enterprise applications. Best regards, Roland Billeter Tyco Integrated Fire & Security President Continental Europe 02 // DETECTOR

3 Contents As seen on video Retail`s future: one brand promise Tyco at the ASIS European Security Conference & Exhibition 10 Security in the spotlight Imprint Publisher Tyco Integrated Fire & Security Tyco Holding GmbH Am Schimmersfeld Ratingen GERMANY Usage rights and liability note The content of this publication does not necessarily reflect the views of the publisher. Reproduction and dissemination of electronic articles in whole or in part are only possible with the prior approval of the editor. Editorial board Jens von Ebbe (Responsible for the editorial content) Image Sources Title photo: Saab AB/Svarteld Marks&Spencer, fotolia, 123rf, shutterstock, Getty Images DETECTOR // 03

4 As seen on video Thorsten Neumann, Chairman, of the Transported Asset Protection Association explains how the organisation s members are securing the entire supply chain and how important it is that the industry collaborates and shares information in order to combat organised crime. The face of organized crime and the means and mechanisms at hand to deal with it have changed out of all recognition since the (TAPA) formed in TAPA was founded by a handful of technology manufacturers in the US with a shared common interest of protecting their assets. The organization has evolved from being focused on the interests of technology device manufacturers to being concerned with the security of the entire end-to-end supply chain of all businesses. TAPA now boasts over 600 member organizations worldwide including stakeholders from across the industry. Tyco IFS is a good example of a supplier member who takes an active part in the association. Criminals have moved on too. Robberies are not opportunist events carried out by petty thieves, they are carefully planned operations that set out to steal commodities to order with highly organized efficient supply chains. A truck could be hijacked in northern Europe and within 24 hours its load will have found its way into a cargo ship bound for Africa, or vice versa. Organized crime is a global business. In technology, expensive products are getting smaller all the time. In Europe, the average pallet load of high value goods is worth about 500,000, a normal truck load of mobile phones, for example, can be worth up to 10 million. Criminals don t just target high price consumer electronics, they target everything. Metal theft increased 500 percent between 2009 and 2011 in line with increases in the market valuation of metal. Everything on a truck is a target; anecdotally I heard recently that a lorry load of Parmesan cheese worth 1.2 million went missing. Criminals see trucks as cash in transit. They can often transfer the stolen product into cash in minutes. In the last three years, average losses for businesses have increased by a factor of five. According to the European Union, the theft of high value, high risk products moving in supply chains in Europe costs businesses in excess of 8.2 billion a year, with global losses forecast to be as high as 30 billion per year, while the rate of unreported cargo theft is between percent. In addition to the cost of the lost product, there are numerous indirect costs associated with criminal activity. Supply chain interruptions, extra customer contact support, criminal investigations, expedited deliveries for replacement shipments, rising insurance rates and a loss of business and reputation. TAPA estimates these indirect losses are between three and five times higher than the cost of the lost product. The flip side of technology becoming smaller and more widely available means the technology of security and surveillance has also improved dramatically. In 2006, analogue was the standard, the world has moved towards IP and digital for everything. Everything is smaller, faster, more effective and better quality, and thatin turn has resulted in enhanced and intelligent security services. The mobile operators have rolled out 3G and now 4G networks which can deliver true mobile broadband, while video has become faster, clearer and much more mobile. In addition to improvements in mobile cellular networks, we have also enjoyed greater access to satellite communications. If you go back just a couple of 04 // DETECTOR

5 years, trucks didn t even have GPS, now they almost all have satellite technology. So you have video surveillance and monitoring linked to GPS in the truck, the trailer, and in some instances the products themselves carry GPS technology. These enhancements mean video streams can be captured, transmitted and located at any time and from practically anywhere in the world. It s also worth bearing in mind that 70 percent of losses are linked to insider information! The face of organized crime may have changed radically over the past ten years, but the TAPA network means we are able to recognize those changes. Crime prevention is not a competitive issue, it is about sharing knowledge. As a result of greater immediacy, we are seeing a change in how video is used. Video is evolving from being an entirely reactive surveillance tool to being real-time, integrated alert technology. Motion and/or light detectors are improving all the time, as indeed are biometric technologies, including facial and movement recognition software. A recent example springs to mind where we were on the receiving end of a warehouse robbery. The operation was conducted in less than 90 seconds and resulted in 40,000 worth of stock being stolen. With traditional CCTV we would have struggled to identify the culprits. However, motion recognition technology meant we were able to identify one of the gang as one of the warehouse workers who had inspected the same area of the warehouse earlier that day. TAPA does not recommend specific technologies, but we do develop and regularly update through rigorous liaison with member firms best practice standards across a range of areas covering all aspects of the supply chain from storage to haulage. If you need a reason to join TAPA, the numbers speak for themselves, on average our members decrease their direct losses by up to 42 percent and stand to decrease insurance premiums by up to 19 percent. The world is a dangerous place to live; not because of the people who are evil, but because of the people who don t do anything about it. Albert Einstein Visit TAPA ( and do something about security today. About the author Thorsten Neumann, is Chairman of the Transported Asset Protection Association. He has more than 16 years experience tackling security within the supply chain. He has been Chairman of TAPA since 2006 and represents the association at the European Commission, within international regulatory programmes and law enforcement initiatives including Europol, and Interpol. He holds a Bachelor s degree in automation technology from Flensburg University, completed the ISMA leadership programme at Georgetown University and holds a Green Belt Certification in the Digital Six Sigma. DETECTOR // 05

6 Retail s future: one brand promise With an omni-channel approach retailers have the opportunity to build deeper relationships with their customers through a consistent and satisfying brand experience across channels. But to achieve it they must have an integrated and accurate view of inventory throughout the supply chain. Today s retail environment is vastly different to the retail environment of 10 years ago. The primary drivers of this change include the growth of e-commerce and, in part related to this, a dramatic change in customer expectations. Shopping for many has become an entertainment. Shoppers expect an attractive and exciting environment where they will be served by well informed and attentive staff. They want to browse and touch goods and expect that their choice, in the right colour and size will be available for immediate purchase. As a result many retailers have turned to omni-channel retailing a strategy that combines the flexibility of crosschannel and mobile shopping with the distinctive revenue and loyalty building capabilities of the face-to-face retail experience that takes place in-store. Traditionally consumers have conducted all of their shopping via a single channel and each channel was operated by a retailer in isolation, whether it was an in-store, online or catalogue purchase. For example, retailers viewed physical and online stores as quite separate operations that happened to share a brand. This quickly evolved into multi-channel retailing which removed the barriers shoppers had previously come up against by focusing on distribution. Multi-channel retailing is characterised as a marketing strategy that offers customers a number of different platforms from which to purchase items. But the platforms are not necessarily connected and do not deliver a cohesive customer experience across the brand. Omni-channel opportunities and risk However, as a result of the social platforms and interactive capabilities presented by consumer technology, retailers now face a new operational reality omni-channel retailing. In its purest form this new strategy merges physical and online stores with mobile and social selling to provide one seamless experience for the customer. For the retailer this necessitates having a single view of all available inventory, products, promotions and customers, regardless of the channel. One of the advantages of omni-channel retailing is that it gives stores a similar omnipresence to that of online retailers. Omnipresence lets stores offer their merchandise to shoppers at the moment that they are interested, and sell it to them at the moment that they make a decision to buy. And it achieves this while maintaining the distinctive in-store experience of the brand and the instant gratification of in-store pickup. It is however, not without risks. Omni-channel retailing raises shoppers expectations by promising that the goods they want will be available; breaking that promise compromises the 06 // DETECTOR

7 brand across all of its channels. Risk also increases when in-store staff don t trust the system, resulting in hesitant selling, wasted time double checking inventory and communicates a lack of confidence to the shopper. Interestingly omni-channel retailing places great significance on the store environment and contradicts many commentators who have predicted the death of physical retailing. This new way of selling recognises that stores provide an appealing physical environment for customers and the opportunity for direct face-to-face engagement. It builds on this by linking stores to the high speed world of electronic retailing. An important difference is that omnichannel retailing prioritises shoppers, not shops, and moves away from traditional measurements such as instore sales to instead measure revenue per shopper, across all retail channels. As a result, this places more demands on the supply chain, increases the role of business intelligence and analytics, and emphasise the importance of customer service requirements. Supply chain demands The accuracy of supply chains can make or break an omni-channel retailer, as it is essential that they are able to keep availability promises and ensure rightfirst-time delivery. Keeping availability promises depends not only on integrated IT systems, but on reliable inputs and outputs to those systems, across many physical locations and covering both the short and long term. Retailers who succeed in integrating their inventory intelligence can cut costs and ensure timely stock replenishment, while also feeding high-quality information back into the supply chain, to ensure it is aligned with shopper demand all of which helps to drive sales. Conversely, retailers who fail will subject shoppers to a fragmented and disconnected channels and unreliable information. Additionally, RFID technology plays a large part in stock management and supply chain logistics. Tyco s source tag recirculation programme, using dual technology EAS and RFID hard tags, has pioneered the way to a more visible and reliable supply chain. While Tyco s TrueVUE inventory intelligence solution allows retailers to use RFID to improve inventory accuracy. One of the key benefits of this type of application is that it can be introduced in a modular fashion, enabling retailers to see immediate benefits without disruption to their existing IT infrastructure, EAS investment or business processes. From a customer perspective source tagging also pays off. The latest must have items are on the sales floor as soon as they arrive in store. There are no boxes of unknown items waiting in a storeroom to be tagged. By using data from traffic intelligence solutions retailers can also ensure that new, exciting items are located in areas that most engage customers grabbing their attention as they make their way into and journey through a store. Business intelligence and analytics Linked closely with supply chain demand and accuracy is the need for business intelligence and analytics primarily access to real-time data. In today s retail environment, socially connected consumers move from one channel to another, yet expect their experience and interaction with the retailer to be seamless. They might start shopping through one channel and return through a different retail channel to finish the browsing or purchase process where they had originally left off. The heightened expectations of consumers places pressure on retailers to react and having accurate, up-to-date data enables them to do so. High quality inventory intelligence, collected from the store in real time, feeds back through the entire supply chain and allows retailers to reduce pre-emptive buying and the markdowns and write offs that come from carrying too much stock and overestimating consumer demand. There are also business benefits to be gained from up-to-date analytics in the supply chain. Data-based collaboration with supply chain partners improves compliance with order cycles and delivery requirements, and opens up opportunities for closed-loop end-to-end collaboration. As a result of investing in inventory intelligence solutions retailers can expect significant direct and indirect business benefits in the areas of cost reduction, inventory management and revenue growth. DETECTOR // 07

8 Customer Service Retailers have now, without a doubt, recognised that the customer is in control.while this is not a new concept it acknowledges that in order to remain competitive, customer service must be paramount. A benefit of omni-channel retailing is that it helps cultivate deep consumer relationships explicitly through cross-channel loyalty programmes and implicitly by building enjoyable and satisfying shopping experiences. Source tagging and inventory intelligence solutions also free up valuable time for store staff to engage with shoppers and upsell and cross sell items. Key to this is meeting customer expectations. Customers want real-time information on stock levels when they check their smartphone, to place an order online and be able to pick the item up as quickly as possible in-store. This expectation demands that a retailer knows exactly where stock is at all times and be able to move it at a pace that suits the shopper. If retailers do this well the customer has a consistent experience across all touch points, ensuring a positive brand experience overall, not just a successful channel experience. Omni-channel retailing also increases the effectiveness of marketing initiatives, with offers that are targeted at a specific consumer determined by purchase patterns, social network preferences, website visits, loyalty programmes and other data mining techniques. Preparing for the future The growth of omni-channel retailing has significantly impacted the retail environment and ensured that a number of changes need to be made if retailers expect to remain competitive. Preparing for an omni-channel presence will require a heavy investment of both time, and money, with all business units needing to work together to ensure there is as little confusion about goals and strategies as possible. The benefits are great though, as properly deployed, flexible solutions can help retailers seize new opportunities, avoid predictable risks and prepare themselves for a future that combines shopfrom-anywhere convenience with an enhanced shopper experience centred on the retail store. 08 // DETECTOR

9 Tyco at the ASIS European Security Conference & Exhibition The recent 13 th ASIS European Security Conference & Exhibition sparked numerous discussions around the key trends expected to drive the security industry in the next few years. Tyco was a diamond sponsor and had a strong presence at the event, due in large part to Tyco President Roland Billeter s participation in a keynote panel event. Mr Billeter highlighted integrated systems, video analytics and convergence as areas of focus for security professionals, and went on to discuss how global macroeconomic trends such as urbanisation, economic uncertainty and an increasingly globalised workforce will have an impact on the security industry. The Tyco booth showcased the new portfolio of cloud-based Video Surveillance-as-a-Service offerings and Physical Security Information Management (PSIM) platform. Numerous delegates visited the booth, giving Tyco the opportunity to display its depth of knowledge and expertise within the security sector. As a result of this changing security landscape companies are experiencing an increased need to innovate and adapt. Security systems will be expected to support business continuity initiatives and operational improvement, as well as deliver improved security and cost efficiency." Roland Billeter, President Tyco DETECTOR // 09

10 Security in the spotlight It is an exciting time for security professionals right now. External forces have presented us all with a fresh set of risks and vulnerabilities while technology has made incredible strides offering us new solutions and increasingly sophisticated systems. John Flanderhijn, Director, Business Development Continental Europe at Tyco Integrated Fire & Security, looks at the market trends facing security professionals and the application of four technologies that are shaping our future security systems. One of the challenges facing security professionals is the need to keep pace with a rapidly changing risk environment while at the same time staying in tune with their company s goals. Businesses have to balance the security needed to mitigate the risks of terrorism and crime, with a friendly, open customer environment which is central to their success as a business. While in some vertical markets, notably banking and finance, organisations must comply with complex and growing government and regulatory environments. In industries that are becoming more regulated we are seeing our customers having to seek more advice and expertise specific to that industry. Nevertheless, some companies remain reticent about sharing information about the risks they face. Being open with solution providers about what a security system has to achieve will enable a company s security team to draw on the wealth of experience the supplier has with other organisations either in the same industry or facing similar challenges. Mitigating business risk Security professionals are also changing their approach to the business. Physical security is no longer just about protecting assets it s about protecting the continuity of the business. This requires a deeper understanding of what the core competencies of the business are, how it generates revenue and growth, and what risks pose the greatest threat to its success. At Tyco, we see a definite trend in favour of interfacing crisis management and business continuity planning with safety and security. This shift impacts how we measure return on investment. When it comes to selling security to management we need good metrics. Understanding the business operational drivers, needs and regulations enables us to provide total solutions with a tangible ROI and make the business case for investment. Convergence Convergence of physical and digital security is inevitable and can also be highly beneficial for companies. Many in the physical security industry had been concerned that convergence would mean being subsumed into an IT function. However a more common response has been for departments to work together more collaboratively. By doing so they find themselves better able to respond to a crisis considering all the parameters. As a result the definition of convergence has expanded to cover a broader coordination of security, IT, HR, legal and business continuity functions which are expected to work together. This method recognises the need for a comprehensive approach to protecting the enterprise and successfully gains C-level executive attention for critical security related issues. With convergence companies are starting to realize the greater benefit of having an integrated security system -- and that is increased business intelligence. Overall, we re seeing a growing number of companies using their existing physical security systems to gain insights to help them improve business performance, achieve operational efficiencies and better understand their customer s behaviour. In 2014 and beyond, we can expect this trend to continue as organisations look for smart technology solutions to address increasingly complex security challenges. 10 // DETECTOR

11 Biometrics Every individual is unique and biometrics provides identity authentication based on that person s characteristics such as fingerprints, iris, hand geometry, or face recognition. With biometrics technology an individual s attributes once scanned can quickly be authenticated to allow or restrict access to facilities or sensitive areas of operations. However biometrics can be used in applications beyond access control that track an individual s journey through a facility but do not require them to be identified. For example tracking a person s progress through an airport can generate metrics that identify in real time how traffic is flowing between parts of the site and this data can be used to identify bottlenecks or to deploy additional resources. When it comes to surveillance in public areas, a new biometrics technology is being explored gait analysis. Studies show that people are capable of recognizing their friends just from the way they walk. Biometrics has received growing attention in the last decade, as automatic identification systems for surveillance and security have started to enjoy widespread adoption. New figures from BCC Research, show that the global market for biometric technologies is expected to reach nearly $11.2 billion this year, and is forecast to grow at a CAGR or more than 19% to reach $27.5 billion in According to the report Biometrics: Technologies and Global Markets three key factors will drive adoption for the foreseeable future; technological advances, consumer and commercial acceptance, and demand for cost reductions. Most biometric methods require the user to present the biometric element to a reader in order for a scan to be carried out. In access control applications this is normal and the most reliable implementation of biometrics for access control has been fingerprinting and iris scan. This is well illustrated by Schiphol Airport in The Netherlands which uses iris scanning within the immigration hall. Gait has several advantages as an identification metric; it can be measured at a distance, it is difficult to disguise and it can be identified in low-resolution images. Despite its attractive features, though, gait identification is still far from being ready to be deployed in real-world scenarios. DETECTOR // 11

12 Video analytics There was a time when the only reason for many businesses to invest in video surveillance was to deter and detect theft. Today however cameras are expected to make a contribution beyond this narrow, albeit important, task. Video analytics is set to come into its own whether embedded in cameras or encoders, loaded onto central servers or provided by specialist video analytics sensors. The business intelligence they can provide goes far beyond loss prevention to include real-time motion detection, object tracking, object classification, object identification and behaviour recognition. Further upstream intelligent video systems that extract video and data from surveillance video streams and integrate that information with other applications, such as retail management or access control systems, will increasingly become the norm. Indeed the potential to integrate video with business intelligence applications is even driving some of our customers to upgrade from analogue to IP video cameras. IP cameras can integrate seamlessly with existing business intelligence applications through the use of an open-platform infrastructure and application programme interfaces (APIs). Industry analyst firm IHS has forecast that the number of video surveillance devices shipped with free analytics will grow rapidly in 2014 and that at the same time the market for specialist analytics applications will also grow to be worth over $500 million per annum by Free applications can perform relatively basic functions which have mass market appeal; for example, detecting an intruder inside a building at a short distance. Paid for applications meanwhile will perform much more advanced functions suitable for customers who need sophisticated analytics. For example detecting an intruder in an outdoor environment, from a greater distance, and in conditions where there can be significant movement from peripheral objects such as trees moving in the wind. Security technology also provides business owners with visibility into their operations that can then be used to manage their businesses more effectively. With most video surveillance offering 24/7 monitoring, using well placed cameras can offer managers insights into customer focus, traffic flow, process flow, customer reactions and timebased activity. 12 // DETECTOR

13 Cloud and remote management Remote security management is one of the hottest trends in business security and offers a whole new range of versatile and flexible management possibilities that put security professionals in control wherever they are and whenever they are needed. The technology works with many established security systems and allows companies to leverage the investment they have already made in security systems to improve the business as a whole. A step on from remote security management is fully hosted systems which transform the way companies deploy security systems. The cloud has received tremendous hype over recent year years, and for good reason. Cloud services offer organizations in both the private and public sectors the ability to access and share resources over a large network, while at the same time reducing the total cost of ownership. Cloud computing means that businesses can access technology services over the Internet from a third party provider who owns and maintains the server and storage infrastructure. Cloud storage is a particularly popular service in the security sector for video data eliminating the equipment and maintenance associated with storing and managing large quantities of video data onsite. Users can view a live stream of surveillance camera footage from any location and on most internet-enabled devices, such as tablet computers and smartphones. We re now used to viewing live or recorded images on our personal mobile devices and it will increasingly become the expectation in a professional context as well. Although historically there have been security concerns about cloud services, hosted services actually have the ability to improve physical security by providing a comprehensive system across multiple buildings and locations. Cloud-based security services hosted video, for example also allow multiple users at various locations to simultaneously view and monitor one particular site. For customers this can mean innovative approaches such as video guard tours of premises, and video escorts for remote or after-hours workers. The cost-saving benefits of these services can have a significant impact on the bottom line for businesses, which is why more organizations with large, global footprints are likely to integrate cloud-based services into their operations in DETECTOR // 13

14 PSIM A trend that is widely expected to gather pace is the desire to bring together disparate security systems within an integrated management system, known as a PSIM (Physical Security Information Management). Companies are recognising the benefits of managing all of their security systems from one intelligent interface. As a result we have seen an increase in the scale and complexity of new integration projects. For these large projects it s vital to understand the relationship between the security infrastructure and corresponding enterprise applications. A massive amount of data is taken from distributed and often different systems and transformed into usable, actionable information. Customers are advised to look for PSIM solutions that have been built from the beginning with an architecture that delivers flexibility and scalability. Every enterprise has existing systems to run their business, so "rip and replace" is not practical. An open architecture by nature is able to support thousands of sensors and any type of security system, allowing companies to bridge the old with the new. Moving forward we will see demand for increased levels of integration. An open SDK (Software Development Kit) allows for the integration of additional systems and provides a standard way to send information to other related systems within the business, including human resources, communications, notification and dispatch. Because PSIM solutions sit at the heart of a company s security infrastructure it is vital that they offer high availability and failover capabilities typically associated with a data centre environment. From a security perspective a PSIM solution offers a number of benefits. First and foremost it helps to minimise risk by identifying true and false situations and proactively highlighting solutions based on standard operating procedures. Operational costs are reduced by automating the detection and resolution of false alarms, removing the need for multiple command centres and reducing the requirements for operators to manually review and correlate data. 14 // DETECTOR

15 Improved response times are made possible through real-time data drawn from multiple security and surveillance systems that present security personnel with one complete view of all the important details about a situation. One of the most exciting new opportunities that PSIM presents is the capability to help organisations move beyond security to business optimisation. Through the integration of data from video cameras, access control systems, intrusion detection and other systems, companies are finding new insights into their business operations, customer interactions and workplace efficiency. With an improved ability to observe and monitor company activities organisational awareness can become more focussed on mitigating risk, improving operational procedures and maximising productivity. Video Surveillance Logical Network Intruder Alarms Access Control Integrated Solutions DETECTOR // 15

16 Global Strength. Local Expertise. At Your Service. Austria ADT Sensormatic Ges.m.b.H. Handelszentrum Bergheim Tel.: Fax: adt.at@tycoint.com ww.sensormatic.com Belgium Tyco Integrated Fire & Security Humaniteitslaan 241 a 1620 Drogenbos Tel.: Fax: tifsbe@tycoint.com France Tyco Fire & Integrated Solutions France SAS CS 80736, 1 rue Giffard Saint Quentin en Yvelines Cedex Tel.: Fax: tycofis-fr@tycoint.com Germany Tyco Fire & Security Holding Germany GmbH Am Schimmersfeld Ratingen Tel.: Fax: info@tyco.de Italy Tyco Fire & Security S.p.A. Centro Direzionale Milanofiori Strada 4 Palazzo A Assago (MI) Tel.: Fax: tfs.it@tycoint.com Netherlands Tyco Integrated Fire & Security Vlierbaan LR Capelle aan den IJssel Tel.: Fax: tifsnl@tycoint.com Portugal Tyco Integrated Fire & Security Ed.Entreposto - Pr.José Queirós nº1 Fracção 5 piso Lisboa Tel.: Fax: suportecomercial@tycoint.com Russia ADT Security Solutions Timiryazevskaya 1, 5th floor , Moscow, Russia Tel.: adt.ru@tycoint.com Spain Tyco Integrated Fire & Security Ctra. de la Coruña, km. 23,500 C / Pollensa nº Las Rozas, Madrid Tel.: Fax: acliente@tyco.com Switzerland Tyco Integrated Fire & Security SA Industriestrasse Näfels Tel.: Fax: tyco.ch@tycoint.com Edition May 2014 Tyco Holding GmbH Am Schimmersfeld Ratingen Tel.: Fax: info@tyco.eu Tyco Integrated Fire & Security is a trademark of Tyco International. Misprints, errors and changes excepted Tyco. All rights reserved.