Crisis Management Webinar - Core Consulting
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Transcript of Crisis Management Webinar - Core Consulting
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Process Excellence and Resilience... Creating Corporate Sustainability
Crisis Management
Daman Dev Sood
COO & Head – Sustainability Practice
Continuity and Resilience
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Process Excellence and Resilience... Creating Corporate Sustainability
What Is Business Continuity?
capability of the organization to continue delivery of products or services at acceptable predefined levels following disruptive incident
• ISO 22301, Clause 3.3
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Process Excellence and Resilience... Creating Corporate Sustainability
What Is Business Continuity Management?
• ..Holistic management process that identifies
potential threats to an organisation and the
impacts to the business operations those threats,
if realised, might cause, and which provides a
framework for building organisational resilience
with the capability of an effective response that
safeguards the interests of its key stakeholders,
reputation, brand and value-creating activities
• ISO 22301, Clause 3.4
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Process Excellence and Resilience... Creating Corporate Sustainability
What Is BCMS?
• ..Part of the overall management system that establishes, implements, operates, monitors, reviews, maintains and improves business continuity
• ISO 22301, Clause 3.5
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Process Excellence and Resilience... Creating Corporate Sustainability
What is in it for me?
Organisational Objective
Business Continuity Management
BU1 BUnn RM QM Security
(physical) ISMS
Finance HR Legal Marketing CM EM
Any more? DM EM EnM Sustainability Any more?
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Process Excellence and Resilience... Creating Corporate Sustainability
BCMS Requirements
• Monitor and Review
• Maintain and Improve
• Implement and Operate
• Establish
Plan Do
Check Act
Continual improvement of Business Continuity Management System (BCMS)
Interested
Parties
Requirements
for Business
Continuity
Interested
Parties
Managed
Business
Continuity
Source: ISO 22301:2012
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Process Excellence and Resilience... Creating Corporate Sustainability
Establish, Understand, and Rehearse
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Review/ Walkthrough
Table Top Call Tree Simulation IT/ Work Area Recovery
Integrated
Cost
Complexity
Risk (of distrurabnce due Test)
Assurance
Frequency
Graph not to scale
Cost Complexity
Risk Assurance
Frequency
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Process Excellence and Resilience... Creating Corporate Sustainability
Professional Practices
Project Initiation and Management
Risk Evaluation and Control
Business Impact Analysis
Developing Business
Continuity Strategies
Emergency Response and
Operations
Developing and Implementing BC
Plans
Awareness and Training Programs
Maintaining and Exercising BC Plans
Crisis Communication
Coordination with External Agencies
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Process Excellence and Resilience... Creating Corporate Sustainability
We Are Always One Disaster Behind!
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Process Excellence and Resilience... Creating Corporate Sustainability
We Are Always One Disaster Behind!
• Few examples
• Tsunami
• Katarina
• Rita
• Terrorist attacks
• Financial scams
• Floods
• Earthquakes
• Volcano eruptions
• Civil unrest
• Power grid failures
• Cyber attacks
• Other IT Failures
• Latest in Chennai?
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Process Excellence and Resilience... Creating Corporate Sustainability
Crisis v/s Incident
• The ages old debate continues
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Process Excellence and Resilience... Creating Corporate Sustainability
There are few more
• What about
• Emergency Management
• Disaster Management
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Process Excellence and Resilience... Creating Corporate Sustainability
Developing a response
Emergency
Response
Incident
Management
Business
Resumption
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Process Excellence and Resilience... Creating Corporate Sustainability
It goes like this
• Incident
• Emergency
• Disaster
• Crisis
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Process Excellence and Resilience... Creating Corporate Sustainability
Incident
• An incident is "a situation that might be, or could lead to, a business disruption, loss, emergency or crisis” (ISO 22301)
• An incident/ disaster, not managed well, may turn into a crisis
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Process Excellence and Resilience... Creating Corporate Sustainability
Crisis
• An unstable situation of extreme danger or difficulty
• An unstable or crucial time or state of affairs whose outcome will make a decisive difference for better or worse (Websters NCD)
• Crisis has a bad connotation
– Activating a Crisis Management Team tells the world that you have “An unstable situation of extreme danger or difficulty”
Danger
Opportunity
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Process Excellence and Resilience... Creating Corporate Sustainability
Crisis
• A crisis is “a situation with a high level
of uncertainty that disrupts the core
activities and/or credibility of an
organization and requires urgent
action” (ISO 22300)
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Process Excellence and Resilience... Creating Corporate Sustainability 18
EFFECTED PEOPLE A TRIGGERING EVENT FAST SPREAD
MEDIA ATTENTION SCRUTINY EMOTIONS
MANAGEMENT PUBLIC OUTRAGE INSUFICIENT INFORMATION
Possibilities during a Crisis
Introduction
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Process Excellence and Resilience... Creating Corporate Sustainability
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Crisis- based on Origination
Natural
Accidental
Manmade
Introduction
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Process Excellence and Resilience... Creating Corporate Sustainability
Benefits
• Enhanced safety of staff and customers
• Regulatory and ethical requirements are met
• Mitigation of impacts as an aftermath of an incident or emergency
• Improved awareness in employees
20 Crisis Management
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Process Excellence and Resilience... Creating Corporate Sustainability 21
• Indicates professional approach in handling contingent situations • Boosts morale and gives comfort to investors • Reduced cost of litigation or risk of corporate liability
Benefits
Crisis Management
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Process Excellence and Resilience... Creating Corporate Sustainability
So, we need an Incident Manager
• Characteristics
– Willing to lead
– Emotionally stable
– Stress resistant
– Decisive
– Controlled risk taking
– Self confident
– Self aware
• Skills
– Leadership & “Followship”
– Communication
– Delegation
– Team management
– Decision making under time pressure and stress
– Situation evaluation
– Planning & implementing courses of action
– Remaining calm Peter Power (Visor)
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Process Excellence and Resilience... Creating Corporate Sustainability
These and many more to be
discussed
• Incident Response Structure
• Incident Management Team
• Resources
• Incident Command Center
• Battle Box
• Communication
• The New Media
• The speed of response and recovery etc.
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Process Excellence and Resilience... Creating Corporate Sustainability
Fundamentals of Crisis Management
• Anticipate Crises
• Identify Crisis Management/ Communications Team
• Identify and Train Spokespersons
• Establish Notification and Monitoring Systems
• Identify and Know Your Interested Parties
• Develop Holding Statements
• Assess the Crisis Situation
• Finalise and Adapt Key Messages
• Post Crisis Analysis
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Process Excellence and Resilience... Creating Corporate Sustainability
Crisis Communication
Communication Plan
Who
Communicates
What
To Whom
When
How
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Process Excellence and Resilience... Creating Corporate Sustainability
Social Media & Crisis Management
• Managing a Media Crisis in the Digital World •Prepare
•Don’t Run – Don’t Hide
•Acknowledge there is a Crisis
•Decide on your public face
•Stay calm
•Address real audience through the media
•Make first impressions count
•Release as much as you can as quickly as you can
•Say only what you know to be true
•Avoid speculation or answering hypothetical questions
•Challenge information that you know to be wrong
•Speak in common, easily understood language
•Show concern
•Don’t bother blaming the media
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Process Excellence and Resilience... Creating Corporate Sustainability
Social Media & Crisis Management
• Managing a Media Crisis in the Digital World •Listen and be present
•Set the right expectations
•Be transparent
•Respond thoughtfully
•Do not lose your cool – ever
•Manage access to your social media accounts carefully
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Process Excellence and Resilience... Creating Corporate Sustainability
Social Media & Crisis Management
• Managing a Media Crisis in the Digital World •Post moderation guidelines on your social media pages
•Hire experienced social media community managers
•You will never be able to please everybody
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Process Excellence and Resilience... Creating Corporate Sustainability
Social Media & Crisis Management
• Managing a Media Crisis in the Digital World •Act quickly
•Take charge
•Handle reality
•Engage the nay-sayers
•Spread the word
•Encourage dialogue
•Deliver on your word
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Process Excellence and Resilience... Creating Corporate Sustainability
Social Media & Crisis Management
• Managing a Media Crisis in the Digital World •Don’t be scared –be prepared
•Buy some binoculars
•Set a listening protocol
•Know what is and what is not a Crisis
•Fight the social media fire with the social media water
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Process Excellence and Resilience... Creating Corporate Sustainability
Social Media & Crisis Management
• Managing a Media Crisis in the Digital World •Be sorry
•Create a crisis FAQ
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Process Excellence and Resilience... Creating Corporate Sustainability
Social Media & Crisis Management
• Managing a Media Crisis in the Digital World •Build a pressure release valve
•Know when to take it offline
•Arm your army
•Learn your lessons
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Process Excellence and Resilience... Creating Corporate Sustainability
Notification Systems
•Taking care of all Interested Parties
• Manual/ tool assisted • Capable of
•Two way responses
•Recording and responding later, if required
•Forecasting
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Process Excellence and Resilience... Creating Corporate Sustainability 34
What is BS 11200:2014?
BS 11200:2014
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Process Excellence and Resilience... Creating Corporate Sustainability
BS 11200:2014
• Crisis Management – Guidance and good practice
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Process Excellence and Resilience... Creating Corporate Sustainability
BS 11200:2014
• Crisis Management – Guidance and good practice
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Process Excellence and Resilience... Creating Corporate Sustainability
BS 11200:2014
• Crisis Management – Guidance and good practice
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Process Excellence and Resilience... Creating Corporate Sustainability
BS 11200:2014
• Crisis Management – Guidance and good practice
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Process Excellence and Resilience... Creating Corporate Sustainability
BS 11200:2014
• Crisis Management – Guidance and good practice
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Process Excellence and Resilience... Creating Corporate Sustainability
Crisis Management & Other
Management Systems
ISO 22301
ISO 9001 ISO
14001
ISO 27001
BS 11200 ISO
31000
ISO 22318
PAS 7000
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Process Excellence and Resilience... Creating Corporate Sustainability
Thanks! Let us stay in touch
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Process Excellence and Resilience... Creating Corporate Sustainability
CONTINUITY & RESILIENCE Email: [email protected]
Website: www.continuityandresilience.com http://www.coreconsulting.ae/
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