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Lecture 13 CRISIS PHASES 1. The 6 Phases of CM Signal Detection SDM’s for: Any Crises? Build on...
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Transcript of Lecture 13 CRISIS PHASES 1. The 6 Phases of CM Signal Detection SDM’s for: Any Crises? Build on...
1
Lecture 13 CRISIS PHASES
The 6 Phases of CM
Signal Detection
SDM’s for:
Any Crises?
Build on Existing Data Bases?
Integrated?
Types of Signals, Noise?
Blockers?
Transmitted to Whom?
Actions?
Internal Assassin Team Exercise?
2
3
--- ---Signal
Received?
Signal Detector Exists?
---Signal Transmitted?
---
Signal Received By The Right Person?
---
Signal Related To An Org Problem?
---Actions Taken?---
Signal Related To An Org Actions?
ORGANIZATIONAL Signal Detection
---
Signal Correctly Interpreted?
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Types of Signals
External
Internal
People
Technical
CommunitiesSpecial InterestsMediaConsumers
Remote SensingGovernment MonitoringIndustryScientific Research
Gossip / RumorsPersonal NetworksThe Culture
Personal Data BasesPCsIT
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Signals
Types
Economic
Reputational
Internal External
Tech People Tech People
? ? ? ?? ? ? ?
The 6 Phases of CM
Probing/
Signal Detection
Mandatory?
Formal Failure Analyses?
Rewarded?
Blame the Messenger?
Organizational Status?
Preparation
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The 6 Phases of CM
Signal Detection
Damage Containment Damage Containment
Maintained? Updated?
APPROPRIATE TYPES?
Physically Contain? Buffer? Wall Off?
Disperse? Decay?
Neutralize? Treat? Convert?
Dilute? Reduce Concentration?
Deflect? Redirect?
Probing/Preparation
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The 6 Phases of CM
Damage Containment
Physically Contain? Buffer? Wall Off?
Disperse? Decay?
Neutralize? Treat? Convert?
Dilute? Reduce Concentration?
Deflect? Redirect? Rebound?
Transparency? Tear Down Walls?
Open/Expose?
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The 6 Phases of CM
Signal Detection
Damage Containment
Business Recovery
Damage Containment
Business Continuity
Minimum Services?
Most Important Stakeholders?
Off-site, On-Site?
Backups?
Hot/Cold Sites?
Probing/Preparation
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The 6 Phases of CM
Probing/Preparation
Signal Detection
Damage Containment
Business Recovery
No-Fault Learning
Damage Containment
Formal Reviews?
Near Misses?
No Blame?
Generalize Learning?
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The 6 Phases of CM
Probing/Preparation
Signal Detection
Damage Containment
Business Recovery
No-Fault Learning
Redesign
Damage Containment
Actually Implement Changes?
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The 6 Phases of CM
Probing/Preparation
Signal Detection
Damage Containment
Business Recovery
No-Fault Learning
Redesign
Damage Containment
PROACTIVE REACTIVE
INTERACTIVE
Root Causes
Crisis system
3. CRISIS YSTEMS
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SYSTEMS1. Technology
5. Top Mgt Psychology
4. Culture
3. Human Factors
2. Org Structure1
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4
5
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Critical Issues1. Technology Complexity Design Knowledge Age / Standardization Controls / Risks
2. Org Structure Layers Rewards Jobs Information Channels Business Strategies4. Org Culture Safety : Crisis Prepared Crisis Prone
3. Human Factors Operator Interface Org Interface
5. Top Mgt Psychology Decision Styles Risk Conflict Styles Family History Education
The Systems Dynamics of BHOPAL
Initial Crisis: -$
Poor Design
Poor Maintenance
Low Morale
Poor Safety Standards
Poor Infrastructure
Poor Safety
The Final Crisis
Cost-Cutting
Organizational Issues
Well-Trained CM Team?Appropriate Functions?
Facilitate?Conflict Management?
Org Flexibility?Share Resources?
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Human Factors
Three-Mile IslandAmtrak
Mental-Map Conferences?KNOWLEDGE-BASED
Designers, Operators,Maintenance?
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OK NOT
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ORGANIZATIONAL CULTUREDangerous RationalizationsOur size will protect us.
Excellent companies don’t have crises.
Our location will protect us.
Certain crises only happen to others.
If a crisis happens, someone will rescue us.
CM is someone else’s responsibility.
Each crisis is so unique that it is pointless to prepare.
OVER 30 KEY RATIONALIZATIONS!!!
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Shared Freudian Defense Mechanisms
1. Denial2. Disavowal3. Idealization4. Grandiosity5. Projection6. Intellectualization7. Compartmentalization
1. Invulnerability2. Impacts Negligible3. We Don’t Have Problems4. We’re Big & Powerful5. Someone Else to Blame6. Probabilities Small7. Can’t Affect the Whole System
Individual Organization
The Impact of Culture
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CM
Preparation
Number of Dangerous Rationalizations
Crisis Prone = 7 X Crisis Prepared !!
Affected Parties
Stakeholders
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Stakeholder Analysis INTERNATIONAL
CORE
EXTERNAL
NATIONAL
INTERNAL
BELIEFS
POWER
VALUES
RESOURCES
INFLUENCE
CULTURAL
I
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Crisis Stakeholders
Organization Employees
Competition
Top Management
Media
Special Interests
GovernmentsPower/ Reputation
Information
Resources
Influence
BanksUnions
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Stakeholder Analysis
Least Important
Most Important
Certain
Uncertain
Scientific Reputation
Employee Loyalty
Sister Organizations
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Stakeholder Analysis
Least Important
Most Important
Certain
Uncertain
Scientific Reputation
Sister Organizations
Employee Loyalty
WRONG!
WRONG!
WRONG!
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AN IDEAL CM PROGRAM
1. CM A TOP CORPORATE PRIORITY!!
2. A Robust CRISIS PORTFOLIO
3. Constantly Improve Signal Detection / Probing /
Damage Containment
4. Constantly Audit Systems: Technology X
Culture 5. Constantly Audit / Incorporate Stakeholders
6. PRE-TRAUMA Training / Simulations
7. Integrate CM With TQM , Safety , IM , Environmentalism
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Summary
• The 6 phases of CM• Types of signals• Crises system• The impact of culture• Stakeholder Analysis
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Thank You
