Sample Business Impact Analysis
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Transcript of Sample Business Impact Analysis
Business Impact Analysis for Acme Printing
The purpose of this analysis was to determine the Recovery Time Objectives for each essential process at each company site, and the minimum resources required for resuming operations. The scope included the Head Office, the plants in Mapleton, Oakville, Cedar Springs, Poplar Heights, and Walnut Grove, and the Distribution Center (D.C.).
A. Head Office
A.1 Recovery Time Objectives
Loss of the Head Office would interrupt the following business processes or functions: Executive Management; HR Services; Technology Services; Wide Area Network; Electronic Order Management; Inventory Management; E-switch; Forms Advisory Office; Strategic Sourcing; Billing; National Data Center;
Data Management; Accounts Receivable; Accounts Payable; Payroll; General Ledger; Treasury; Investor Relations; Unit Holder Distribution; Corporate Records; Technical Operations; Sales and Marketing.
Each of these processes is defined below, along with a brief description of the impact of an extended interruption, and the recovery time objectives (RTO’s) for the process.
a) Executive Management
Description: Management of the corporation.
Impact: Loss of corporate governance, loss of reputation, loss of investor confidence.
RTO’s Within 4 hours, key executives would need to begin managing the crisis from a designated 'command center'.
Within 2 weeks, all executives and staff would need to be able to resume activities from a suitable location within the area.
b) HR Services
Description: Personnel functions for the corporation. Provide equitable support to internal customers or employees through programs and policies.
Impact: Impact to timely delivery and communication of programs and policies. Normal functions could be suspended for a period of time, but handling of personnel issues related to the crisis would be a high priority.
RTO’s Within 4 hours, HR staff would need to begin notifying employees, and handling any personnel issues, from a designated 'command center'.
Within 2 weeks, all HR staff would need to be able to resume activities from a suitable location within the area, with normal WAN access and restoration of HR data.
c) Technology Services
Description: Technology Services manages day-to-day technology needs of the organization as well as the development of technology solutions for all new business Initiatives.
Impact: Monitoring and support of production systems would stop. All technology project work would stop.
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Business Impact Analysis for Acme Printing
RTO’s Within 4 hours, Technology Recovery Team members would need to begin working on restoration of the affected systems at the designated alternate location.
Within 24 hours, Infrastructure Services staff would need to begin working, on shifts, at an alternate location.
d) Wide Area Network
Description: The network connecting all company sites for system access, file transfer, e-mail, internet access, etc.
Impact: If primary router lost, would fail over to backup router at Mapleton, with no loss of connectivity for Mapleton, Oakville and Cedar Springs. Poplar Heights and Walnut Grove would have to use dial access. Internet connectivity would be lost.
RTO’s Within 24 hours, internet connectivity would need to be restored via Mapleton.
e) Electronic Order Management
Description: The electronic receipt and distribution of orders from customers.
Impact: Plants would be unable to receive electronic orders from customers.
RTO’s Within 4 hours, electronic links, and electronic distribution software and data, would need to be restored on a backup server at an alternate location.
Within 24 hours, would also need to begin receiving orders from some customers via secure FTP or on tape for manual loading into system.
f) Inventory Management (ERP system)
Description: The official record of all inventory transactions and the dollar value associated with those transactions.
Impact: Would not be able to gain access to inventory levels and triggers and would lose the ability to record transactions.
RTO’s Within 4 hours, plants would need to revert to manual inventory management procedures.
Within 72 hours, ERP system software and data would need to be restored on backup server at an alternate location. Plants would need to begin updating ERP system with results of manual transactions.
g) e-Switch
Description: Service whereby company does the groundwork for customers wishing to switch banks. Will also handle changes for pre-authorized credit card payments. Paid service by the bank.
Impact: Unable to change automatic deposit and/or banking activities by certain dates as per the customer’s request.
RTO’s Within 4 hours, would need to redirect the process (calls and authorizations) to Mapleton.
Within 24 hours, would need to send e-switch CSR’s to Mapleton to handle all outbound e-switch calling and production work.
Within 2 weeks, would need to establish an interim Call Center in the area, relocate e-switch CSR’s, and resume “normal” operations.
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Business Impact Analysis for Acme Printing
h) Forms Advisory Office
Description: All forms and computer form orders.
Impact: No FAO orders could be put into production. Risk of losing key high-end customers.
RTO’s Within 24 hours, would need to relocate staff to Mapleton for customer liaison. Within 1 week, would need to resume the function at Mapleton or another company facility.
i) Strategic Sourcing
Description: Responsible for sourcing and purchasing all retail, print and operating supplies. Also responsible for vendor relationship management.
Impact: Retail, print and operating supplies would not be ordered. Plants would stock out of items within a week or less. Customer service levels would be negatively impacted due to customer orders not being fulfilled.
RTO’s Within 24 hours, would need to relocate Strategic Sourcing staff to an alternate location.
Within 72 hours, ERP system software and data would need to be restored on a backup server at an alternate location.
j) Billing
Description: Prices and bills orders to customers after shipment occurs.
Impact: Upfront pricing unavailable; loss of customer confidence. Loss of cash flow (about 1M/day).
RTO’s Within 4 hours, the National Billing System (NBS) would need to be restored and the bridge with Central re-established.
Within 24 hours, Billing staff would need to be relocated to a suitable office facility within the area and resume normal processing for "change billing", electronic billing, bank rejects and manual billing.
Within 72 hours, links with customers would need to be restored for transmission of electronic files OR billing bills generated would need to be copied to CD to be sent to the customers.
Within 1 week, would need to resume processing of credit card authorizations prior to manufacturing / distribution. Assumption - credit card transactions will be manually overridden by OMS into production for the 1st week.
Within 2 weeks, would need to resume processing of customer refunds, invoicing and paper drafts.
k) National Data Center
Description: Provides internal and external reporting. Contains the rules for commission calculations.
Impact: Would be unable to meet contractual requirement to pay commissions to agents. Would be unable to provide internal information on key business indicators.
RTO’s Within 72 hours, NDC Admin would need remote access to Mapleton to support any corporate or manufacturing requirements.
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Business Impact Analysis for Acme Printing
Within 4 weeks, the NDC hardware, software and database would need to be restored. NDC staff would need to resume normal activities from a suitable office facility within the area. Assumptions - commission payments can be delayed up to 6 weeks. Any Finance requirements for info on commission expense can be based on estimates.
l) Data Management
Description: Set-up and maintenance of data required for manufacturing purposes including product and customer information.
Impact: Would be unable to make product changes or update branch information. Where changes are required, products would be produced incorrectly.
RTO’s Within 24 hours, 1 Data Analyst would need access to Mapleton to support manufacturing requirements. Assumption - data tables have been synchronized across all locations.
Within 72 hours, 1 Data Analyst would need access to NBS to support billing requirements.
Within 2 weeks, all data staff would need to resume normal activities from a suitable office facility within the area.
m) Accounts Receivable
Description: Deposit checks received in the mail and update A/R sub ledger.
Impact: Cash flow would be affected as checks would not be deposited in a timely manner. Customer relations could potentially be affected from not updating sub ledger.
RTO’s Within 4 hours, mail would need to be redirected to an alternate location (e.g. Mapleton or Poplar Heights).
Within 48 hours, would need to begin sorting mail and depositing checks. Would need a facility to sort and copy checks for deposit.
Within 1 week, would need a facility to accommodate two staff with access to backup ERP system and other office equipment. A/R data would need to be restored.
Within 2 weeks, A/R staff would need to resume normal activities from a suitable office facility within the area.
n) Accounts Payable
Description: Record invoices and pay vendors when due. Update A/P sub ledger.
Impact: Vendors would not be paid on time or may be paid incorrectly.
RTO’s Within 48 hours, would need to begin issuing manual checks, on an ‘as needed’ basis, from the command center.
Within 2 weeks, A/P staff would need to resume partial operations from a suitable office facility within the area. A/P data would need to be restored and access provided to backup ERP system system.
Within 4 weeks, A/P staff would need to resume full operations.
o) Payroll
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Business Impact Analysis for Acme Printing
Description: Payment of employees for work performed. Payroll is processed by outsourcer.
Impact: Staff would not be paid on time or may be paid incorrectly.
RTO’s Within 48 hours (or more, depending on when the incident occurred in relation to the pay date), would need to process the current pay from company's Mapleton facility. The outsourcer’s application is already set up in Mapleton and Oakville (client software only – server is in Head Office).
Within 1 week, Payroll staff would need to resume normal activities from a suitable office facility within the area. Payroll software and data would need to be restored on a backup server, and a dial-up connection provided to outsourcer.
p) General Ledger
Description: Record historical financial and statistical activity.
Impact: Monthly/Quarterly/Annual financial information would be delayed or not reported accurately.
RTO’s Not applicable, since this process could be suspended until the Head Office is ready for re-occupancy.
q) Treasury
Description: Monitor cash flow and invest available cash.
Impact: Cash flow and availability of funds could be delayed or negatively affected.
RTO’s Within 1 week, would need to resume monitoring cash flow.
r) Investor Relations
Description: Communicate company information through press releases and update website.
Impact: Could affect investor confidence if company does not continue updating public with the latest company events.
RTO’s Within 24 hours, would need to send press release communicating major incident to the public.
Within 2 weeks, would need to e-establish corporate website and ensure website is up-to-date with information. Would also need to book investor presentations.
s) Unit Holder Distribution
Description: Calculate distribution payable and cut check 2 days before due date (due date is last business day of month).
Impact: Could seriously affect investor confidence if a monthly distribution is missed or delayed.
RTO’s Within 24 hours (or more, depending on when the incident occurred in relation to the distribution payment date) would need to address the unit holders’ distribution. Access to the network files would be required.
Within 3 weeks, would need to restore and have access to all f:\data\finance\ files.
t) Corporate Records
Description: Keeping permanent records of active contracts for suppliers and vendors.
Impact: No immediate impact and the other party to the contract could provide documentation.
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Business Impact Analysis for Acme Printing
RTO’s Not applicable.
u) Technical Operations
Description: A support group that has three areas of core competence: Engineering and Technical Services; Process analysis and improvement; Project management.
Impact: Both project work and process improvement work could be suspended with little short-term impact. All employees (6 full time and 2 contractors) could work from home if necessary.
RTO’s Not applicable. However, given the nature of this group, it is likely that some or all of the members would participate in the recovery activities (regardless of where the event occurs).
v) Sales and Marketing
Description: Client relationships with customers, new sales initiatives, projects, development of new adjacencies, etc.
Impact: Sales and marketing activities could be suspended, or continue from employees’ homes, with little short-term impact.
RTO’s Not applicable.
A.2 Minimum Resource Requirements
The following tables detail the minimum resource requirements for resuming the above processes, along with possible strategies for providing these resources within the desired RTO’s.
HEAD OFFICE – EXECUTIVE MANAGEMENT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours 8 executives,2 admin.
Use existing staffNote: Designate alternates for all key executives
FACILITIES 4 hours Conference room,2 offices with desks,6 phones/phone lines
Use a local hotel as a temporary command center, use hotel’s phones and cell phones
2 weeks Conference room,6 offices with desks,10 phones/phone lines
Acquire space in area as needed, install desks and phones/phone lines
TECHNOLOGY 4 hours 4 PC’s,internet access
Use laptops and hotel’s business facilities and internet access
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Business Impact Analysis for Acme Printing
HEAD OFFICE – EXECUTIVE MANAGEMENT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
2 weeks 10 PC’s,2 printers,WAN access
Acquire and install PC’s and printers as needed; establish WAN access
HEAD OFFICE – HUMAN RESOURCES
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours 1 manager1 staff (coordinator)
Use existing staff
2 weeks 2 additional staff (1 coordinator, 1 administrator)
Use existing staff
FACILITIES 4 hours 2 desks,1 phone/phone line
Use command center ORUse HR facilities at Mapleton
2 weeks Total of:4 desks4 phones/phone linesNote: Need a confidential office
Acquire space in area as needed
TECHNOLOGY 2 weeks 2 PC’s,1 printerinternet and payroll access
Acquire and install PC’s and printers as needed; establish internet and payroll access
MATERIALS 4 hours Team member and employee contact lists, phone books, etc.
Maintain off-site
2 weeks Handbook/Policies Maintain off-site
HEAD OFFICE – TECHNOLOGY SERVICES
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours 1 senior sys admin/db admin1 prod support1 DBA1 SA1 network admin1 BC coordinator1 senior manager
Use existing staff
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Business Impact Analysis for Acme Printing
HEAD OFFICE – TECHNOLOGY SERVICES
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
24 hours 12 infrastructure services personnel on 3 shifts
Use existing staff
FACILITIES 4 hours 7 workstations,7 phones
3 workstations and phones to be in place at hot site;4 workstations and phones to be in place at alternate company site, probably Mapleton
24 hours 4 workstations2 phones
Use alternate company site, probably Mapleton; install desks and phones as needed
TECHNOLOGY 4 hours 5 network-attached PC’s 3 PC’s to be in place at hot site;2 PC’s to be in place at alternate company site (or borrowed from other staff)
24 hours 4 network-attached PC’s Acquire and install PC’s at alternate sites as needed
HEAD OFFICE – WIDE AREA NETWORK
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
TECHNOLOGY 24 hours Internet connection Establish an internet connection at Mapleton as needed
HEAD OFFICE – ELECTRONIC ORDER MANAGEMENT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
FACILITIES 4 hours Computer room space for 1 server Use hot site
TECHNOLOGY 4 hours Backup server,Electronic links to customers
Backup server to be in place at hot site,Links will be provisioned at hot site
24 hours Replacement for SNA links Use dial-up lines or secure FTP transfer
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Business Impact Analysis for Acme Printing
HEAD OFFICE – INVENTORY MANAGEMENT (ERP SYSTEM)
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
FACILITIES 72 hours Computer room space for 1 server Use Mapleton’s computer room
TECHNOLOGY 72 hours Backup server Use an existing server at Mapleton ORAcquire as needed
HEAD OFFICE – E-SWITCH
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 team leader7 CSR’s
Use existing personnel
2 weeks 1 manager2 additional team leaders6 additional CSR’s
Use existing personnel
FACILITIES 4 hours 1 800 number with 12 terminations
Use Mapleton’s facilities
24 hours 8 desks8 phonesproduction space and tables
Acquire and install desks, phones and tables at Mapleton
2 weeks Desks, phones, tables for a total of 17 personnel
Acquire a temporary facility in the area, and install desks, phones, tables, 800 line
TECHNOLOGY 4 hours 1 fax server Use an existing server at Mapleton
24 hours 1 e-switch server8 network-attached PC’s1 special printer
Use an existing server at Mapleton temporarily; acquire and install PC’s and printer as needed
2 weeks Same as above plus an additional 9 PC’s
Relocate above PC’s and printer from Mapleton; acquire and install a replacement server and additional PC’s as needed
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Business Impact Analysis for Acme Printing
HEAD OFFICE – FAO ORDERS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 2 FAO staff Use existing staff
1 week 3 additional FAO staff Use existing staff
FACILITIES 24 hours 2 desks, 2 phones, 1 fax Use existing facilities at Mapleton
1 week 3 additional desks and phones Acquire and install desks and phones as needed
TECHNOLOGY 1 week 5 network-attached PC’s Acquire and install PC’s as needed
HEAD OFFICE – STRATEGIC SOURCING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 3 staff Use existing staff
FACILITIES 24 hours 3 desks,2 phones/phone lines
Use Distribution Center; install desks and phones as needed
TECHNOLOGY 72 hours 2 PC’s with access to ERP system,1 printer
Acquire and install network-attached PC’s as needed;Acquire and install printer as needed (or share printer with DC staff);Restore ERP system and establish connectivity
HEAD OFFICE – BILLING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours NBS coordinator,4 billing assistants(to monitor pricing, update orders for "change billing" requirements, run billing files)
Use existing staff
72 hours 1 Unix System Administrator (to transmit electronic files to customers if electronic links to customers have not yet been restored)
Use Tech Services personnel
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Business Impact Analysis for Acme Printing
HEAD OFFICE – BILLING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
FACILITIES 24 hours 5 desks,minimum of 1 phone
Use Mapleton’s facilities
TECHNOLOGY 4 hours NBS server,Bridge to CentralNote: Assumes NBS is on the "A list" for system recovery.
NBS server will fail over to alternate site
24 hours Head Office F: drive, MH OMS,6 PC’s, 1 high speed printer
PC’s and printer would have to be immediately available to meet this RTO
72 hours links to customers / link for credit card authorization
Establish links as needed
2 weeks MICR printer Acquire and install printer as needed
MATERIALS 2 weeks Paper Draft stock (24lb Bond paper),Form Stock – refunds,Invoice Stock
Acquire materials as needed
HEAD OFFICE – NATIONAL DATA CENTER
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 weeks NDC administrator,3 reporting analysts
Use existing staff
FACILITIES 4 weeks 4 desks,minimum of 1 phone
Acquire facilities in area as needed
TECHNOLOGY 4 weeks NDC server,5 PC’s,access to Billing printer,bridge to NBS restored,Note: NDC PC config - Tera Term Pro, Groupwise, Crystal Reports, PowerBuilder, MS Excel, Cognos PowerPlay, MS Word
Acquire and install server and PC’s as needed; restore software and data
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Business Impact Analysis for Acme Printing
HEAD OFFICE – DATA MANAGEMENT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 Data Analyst (mfg support) Use existing staff
72 hours 1 Data Analyst (NBS support) Use existing staff
2 weeks Total 5 data analysts Use existing staff
FACILITIES 24 hours 1 desk Borrow desk at Mapleton
72 hours 1 desk Borrow or install additional desk at Mapleton
2 weeks 4 desks,minimum 1 phone
Acquire facilities and install desks/phone as needed
TECHNOLOGY 72 hours 1 PC with access to NBS Acquire and install network-attached PCNote: NBS server will fail over to alternate site
2 weeks 6 network-attached PC’s, access to Billing printerNote: DM PC config - Tera Term Pro, Groupwise, PowerBuilder, NBS Applic, Teleservice Applic, MS Excel, MS Word
Acquire and install PC’s
HEAD OFFICE – ACCOUNTS RECEIVABLE
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 48 hours 1 coordinator Use existing staff
1 week Same as above plus 1 clerical staff Use existing staff
2 weeks Same as above plus 2 more clerical staff
Use existing staff
FACILITIES 48 hours 1 desk1 phone (can be shared) 1 fax and fax line (can be shared)
Install desk, phone, fax/fax line as needed at Mapleton (or share existing facilities, possibly off-hours)
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Business Impact Analysis for Acme Printing
HEAD OFFICE – ACCOUNTS RECEIVABLE
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
1 week 1 additional desk and phone Install additional desk and phone as needed at Mapleton
2 weeks 2 additional desks and phones Acquire alternate facilities as needed and install total of 4 desks, 4 phones, 1 fax/fax line
TECHNOLOGY 48 hours 1 network-attached PC1 printerNote: Need access to ERP system, teleservice, network files, MS Office
Acquire and install PC and printer as needed at MapletonRestore ERP system on backup server at Mapleton or hot site
1 week 1 additional network-attached PC Acquire and install additional PC as needed at Mapleton
2 weeks 2 additional network-attached PC’s Relocate above PC’s and printer to alternate location, and acquire and install 2 additional PC’s
MATERIALS 48 hours Bank deposit books,deposit stamps
Acquire as needed
HEAD OFFICE – ACCOUNTS PAYABLE
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 48 hours 1 coordinator1 clerical staff
Use existing staff
2 weeks 2 additional clerical staff Use existing staff
4 weeks 3 additional clerical staff Use existing staff
FACILITIES 48 hours 2 desks2 phones1 fax and fax line
Install desks, phones, fax/fax line as needed at Mapleton? Poplar Heights? DC?
2 weeks 2 additional desks/phones Acquire alternate facilities as needed and install total of 4 desks, 4 phones, 1 fax/fax line
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Business Impact Analysis for Acme Printing
HEAD OFFICE – ACCOUNTS PAYABLE
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
4 weeks 3 additional desks/phones Install additional desks/phones as needed at alternate facility
TECHNOLOGY 48 hours 2 network-attached PC’s1 printerNote: Could produce manual forms for probably 1 or 2 weeks but we would need access to ERP system to see who is owed what
Acquire and install PC’s and printer as needed at Mapleton;Restore ERP system on backup server at Mapleton or hot site
2 weeks 2 additional PC’s1 additional printer
Relocate above PC’s and printer to alternate location, and acquire and install 2 additional PC’s and 1 printer
4 weeks 3 additional PC’s Acquire and install 2 additional PC’s
MATERIALS 48 hours Checks for main bank account Acquire as needed
2 weeks Checks for foreign accounts & other companies
Acquire as needed
HEAD OFFICE – PAYROLL
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 48 hours 1 manager/supervisor1 specialistNote: All staff would need outsourcer experience
Use existing staff
1 week 1 additional specialist Use existing staff
FACILITIES 48 hours 2 desks2 phones1 phone/fax line
Use Mapleton’s facilities. If incident occurred when a pay was due, would borrow existing desks, phones, phone/fax line. Otherwise, would install them in a conference room or spare office.
1 week Additional 1 desk, 1 phone, 1 phone/fax line
Determine suitable location (e.g. Mapleton, Poplar Heights, etc.) and install a total of 3 desks, 3 phones, 2 phone/fax lines
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Business Impact Analysis for Acme Printing
HEAD OFFICE – PAYROLL
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
TECHNOLOGY 48 hours Payroll server2 PC’s1 printer1 data line to outsourcerNote: The application data stored on our server is more detailed than the data on outsourcer’s server. Hence we would have to restore the data as well as the company profiles and set-up codes.
Restore outsourcer data on backup server; acquire and install (or borrow) PC’s and printer; provide dial-up connection to outsourcer
1 week Additional 1 PC, 1 data line Relocate above PC’s and printer to alternate location (or acquire and install new ones); acquire and install additional PC at alternate location; connect all PC’s to payroll server; install 2 data lines
HEAD OFFICE – TREASURY
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 1 week 1 Treasury person Use existing staff
FACILITIES 1 week 1 desk, 1 phone Acquire space and install desk and phone as needed
TECHNOLOGY 1 week 1 network-attached PC Acquire and install as needed
HEAD OFFICE – INVESTOR RELATIONS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 executive and 1 assistant to issue press release
Would be handled by executive management team at command center
2 weeks 1 executive and 1 assistant to update website and book investor presentations
Would be handled by executive management team at their interim location
FACILITIES 24 hours Not applicable (included in Executive Management)
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Business Impact Analysis for Acme Printing
HEAD OFFICE – INVESTOR RELATIONS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
2 weeks Space for server Use Mapleton’s facilities
TECHNOLOGY 24 hours Not applicable (included in Executive Management)
2 weeks Website Acquire and install server; restore website
HEAD OFFICE – UNIT HOLDER DISTRIBUTION
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 2 signing officers and 1 analystNote: Personnel is not dependent on skill but rather knowledge of the process. Distribution & Reporting Instructions are available in f:\data\finance\…
Signing officer duties would be handled by executive management team at command center; analyst duties could be handled by any of the 4 staff that know the current process
FACILITIES 24 hours 1 desk and phone for analyst If incident occurred when a distribution was due, would use facilities at another company site; otherwise would acquire facilities as needed
TECHNOLOGY 24 hours 1 network-attached PC1 printeraccess to e-mail
If incident occurred when a distribution was due, would use existing technology at another company site; otherwise would acquire and install as needed
3 weeks Access to all f:\data\finance\.. files Restore files on backup server
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Business Impact Analysis for Acme Printing
B. Recovery Requirements – Poplar Heights Plant
B.1 Recovery Time Objectives
Loss of the Poplar Heights plant would interrupt the following business processes or functions: Production Scheduling; Purchasing; Pre-press; Web Production;
Bindery; Foil Stamping; Help Desk/Production Support.
Each of these processes is defined below, along with a brief description of the impact of an extended interruption, and the recovery time objectives (RTO’s) for the process.
a) Production Scheduling
Description: Schedules all production on web, bindery and foil.
Impact: Would lose CTS cards, dockets and product samples. Would also lose ability to accept docket jobs.
RTO’s Within 24 hours, would need to relocate scheduling staff to Distribution Center and would need to contact outsource vendors to initiate production of all base stock normally produced by Poplar Heights.
Within 48 hours, would need to establish and manage production schedule at outsourcers.
b) Purchasing
Description: Purchasing of all paper used in base stock production.
Impact: Would lose Poplar Heights plant paper inventory (total of 75 SKU's representing $650-700K)
RTO’s Within 24 hours, would need to relocate purchasing staff to Distribution Center and begin coordinating paper supply for outsourcers.
c) Pre-press
Description: Preparation and storage of all job film, digital files and preparation of printing plates.
Impact: Would lose all film.
RTO’s Within 24 hours, would need to gather digital files to supply to outsourcers, and would need to assign key personnel to support outsourcers as required (from Distribution Center).
d) Web Production
Description: Printing of all base stock.
Impact: Would lose capability of producing 35-40,000,000 sheets/month. Approximately 35% of this volume is for CDI.
RTO’s Within 1 – 2 weeks, would need to begin shipment of base stock from outsourcers to the binderies, stampers, Distribution Center, or direct to the imprinting plants.
e) Bindery
Description: Collation of multi-part sheets, collation of roll-fed forms, cutting, shrink-
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Business Impact Analysis for Acme Printing
wrapping, boxing.
Impact: Would lose capability of collating 5M sheets a month and 300,000 sets of forms per month.
RTO’s Within 48 hours, would need to contact outsourced binderies.
Within 1 – 2 weeks, would need to begin collation.f) Foil Stamping
Description: Addition of regular foil and holograph foil to products.
Impact: Would lose capability of producing 12 million foil impressions/month.
RTO’s Within 48 hours, would need to contact outsourced foil stampers.
Within 1 – 2 weeks, would need to begin foil stamping.
g) Help Desk/Production Support
Description: Monitoring of production applications and databases. Help Desk tracks all support.
Impact: Lack of monitoring could result in undetected production problems. Lack of Help Desk could result in unresolved problems.
RTO’s Within 12 hours, would need to re-establish production support with minimized staff.
Within 4 weeks, would need to re-establish normal functioning of Production Support.
B.2 Minimum Resource Requirements
The following tables detail the minimum resource requirements for resuming the above processes, along with possible strategies for providing these resources within the desired RTO’s.
POPLAR HEIGHTS PLANT – PRODUCTION SCHEDULING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 person for product knowledge, coordination, and system input
Use current Poplar Heights staff (DC staff would provide assistance)
FACILITIES 24 hours 1 desk1 phone/phone line
Use D.C. facilities; install desk and phone as needed
TECHNOLOGY 24 hours 1 network-attached PC1 printer
Acquire and install PC and printer as needed
MATERIALS 24 hours CTS cardsJob samples
CTS cards to be printed and laminated by D.C. staffSamples to be pulled from imprint
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Business Impact Analysis for Acme Printing
POPLAR HEIGHTS PLANT – PURCHASING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 person for product knowledge, paper calculation, coordination, and system inputNote: assumes we supply all paper to outside vendor
Use current Poplar Heights staff
FACILITIES 24 hours 1 desk1 phone/phone line
Use D.C. facilities; install desk and phone as needed
TECHNOLOGY 24 hours 1 network-attached PC1 printer
Acquire and install PC and printer as needed
POPLAR HEIGHTS PLANT – PRE-PRESS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 person for product knowledge, file layouts, Quark/Illustrator, Mac
Use current Poplar Heights staff
FACILITIES 24 hours 1 desk1 phone/phone line
Use D.C. facilities; install desk and phone as needed
TECHNOLOGY 24 hours 1 network-attached MacNote: Need to develop ability to post large data files to the internet
Acquire and install Mac as needed (could borrow Mac from Head Office)
MATERIALS 24 hours File media (e.g. Zip disks) Purchase media as needed
POPLAR HEIGHTS PLANT – WEB PRODUCTION
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 1 - 2 wks 1 person for product knowledge, coordination, and system inputNote: Need to develop a schedule/production plan
Use current Poplar Heights staff (this would be the same person required for Production Scheduling)
FACILITIES 1 - 2 wks 1 desk1 phone1 phone/fax line
Same facilities required for Production Scheduling
TECHNOLOGY 1 - 2 wks 1 network-attached PC;1 printer
Same technology required for Production Scheduling
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Business Impact Analysis for Acme Printing
POPLAR HEIGHTS PLANT – WEB PRODUCTION
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
EQUIPMENT 1 - 2 wks up to 7 columns + bind. 23 5/8 max; need to print both sides
Use outsourcers’ equipment
MATERIALS 1 - 2 wks ink to our spec;paper;skids;digital files;job specs & samples
Strategic Sourcing group would acquire ink, paper, skids; pre-press person would provide the digital files; production scheduler would provide specs & samples
POPLAR HEIGHTS PLANT – BINDERY
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 48 hours 1 person for product knowledge and job coordination
Use current Poplar Heights staff (this would be the same person required for Production Scheduling)
FACILITIES 48 hours 1 desk1 phone/phone line
Same facilities required for Production Scheduling
TECHNOLOGY 48 hours 1 network-attached PC1 printer
Same technology required for Production Scheduling
EQUIPMENT 1-2 wks 12 bin collator up to 14"x23-5/8"Roll collator 16" 4 stns + glueNote: Assumes all sheets are supplied cut. Assumes all collation is outsourced.
Use outsourcers’ equipment ORAcquire equipment and install at Mapleton as needed (depending upon lead time to acquire equipment)
MATERIALS 48 hours Samples and job collation specificationsNote: dockets are all manual
Dockets need to be backed up off-site
POPLAR HEIGHTS PLANT – FOIL STAMPING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 48 hours 1 person for product knowledge, coordination, system input, and pre-press/MacNote: assumes all stamping is outsourced
Use current Poplar Heights staff (this would be a combination of the person required for Production Scheduling and the person required for Pre-press)
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Business Impact Analysis for Acme Printing
POPLAR HEIGHTS PLANT – FOIL STAMPING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
FACILITIES 48 hours 1 desk1 phone/phone line
Same facilities required for Production Scheduling/Pre-press
TECHNOLOGY 48 hours 1 network-attached PC1 printer
Same technology required for Production Scheduling/Pre-press
EQUIPMENT 1-2 wks stampers up to 14" x 22"Note: assumes we continue foil stamping
Use outsourcers’ equipment ORAcquire equipment and install at Mapleton as needed (depends upon lead time to acquire equipment) ORSuspend foil stamping if acceptable
MATERIALS 48 hours die specs/film to die supplier, supply of foil to vendorsNote: assumes die film backed up
Strategic Sourcing group would coordinate supply of foil; die specs/film would need to be backed up off-site, or kept off-site
POPLAR HEIGHTS PLANT – HELP DESK/PRODUCTION SUPPORT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 12 hours 1 manager; 1 team lead;1 Prod. Support person;1 HD person
Use current staff
4 weeks Remaining staff (3 HD/Prod. Support staff)
Use current staff
FACILITIES 12 hours 3 desks;2 phones;1 800 phone line
Use Head Office facilities; redirect existing 800 lineNote: Manager already has desk at Head Office
4 weeks Additional 3 desks Use Head Office facilities
TECHNOLOGY 12 hours 3 PC’s with connectivity to Head Office server for Sitescope
Borrow PC’s initially then acquire and install replacements as needed
4 weeks 3 additional PC’s;2 servers (eHealth and Track-it)
Acquire and install PC’s and servers as needed; restore applications
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Business Impact Analysis for Acme Printing
EQUIPMENT 12 hours Replacement pager with HD number/PIN assigned;
Acquire/borrow a replacement pager
C. Recovery Requirements – Distribution Center
C.1 Recovery Time Objectives
Loss of the Poplar Heights Distribution Center would interrupt the following business processes or functions: Shipping; Receiving; Inventory Management;
Fulfillment; Assured Delivery; Poplar Heights WAN access.
Each of these processes is defined below, along with a brief description of the impact of an extended interruption, and the recovery time objectives (RTO’s) for the process.
a) Shipping
Description: Shipping of base stock and purchased items to all company plants as well as to outside customers (e.g. CDI)
Impact: Would lose the ability to ship base stock and raw materials to company plants and customers (approx. 7 full trailers to imprinting plants of stock and supplies, approx. 4 full trailer loads to CDI).
RTO’s Within 4 hours, would need to relocate transportation coordinator to Poplar Heights plant.
Within 8 hours, would need to relocate shipping staff to Poplar Heights plant and begin direct shipments to each imprinting plant, using manual shipping processes.
Within 1 week, would need to begin shipping stock to a temporary warehouse for shipment to imprinting plants.
b) Receiving
Description: Receiving of all base stock from Poplar Heights plant and purchased items from suppliers.
Impact: Poplar Heights plant would not be able to send base stock to the DC (approx. 60 skids a day), suppliers would not be able to send in ordered items to the DC (approx. 6 deliveries a day).
RTO’s Within 24 hours, would need to redirect receipt of purchased items to plants.
Within 1 week, would need to lease alternate warehouse space in the area, and begin receipt of base stock and purchased items.
c) Inventory Management
Description: Responsible for performing all inventory transaction. Also responsible for inventory target setting.
Impact: Would lose the ability to manage the inventory transactions in the inventory systems. Would not have a record of inventory transaction values and levels. Would lose the inventory cards.
RTO’s Within 4 hours, would need to relocate inventory management personnel to Poplar Heights plant. Would need to implement an ‘emergency’ production
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Business Impact Analysis for Acme Printing
schedule, and begin producing ‘A’ stock only.
Within 8 hours, would need to implement inventory transaction tracking mechanism.
Within 24 hours, would need to develop redistribution plan of the contingency stock stored at imprinting plants.
Within 2 weeks, would need to begin limited production of ‘B’ and ‘C’ stock.
Within 3 – 4 weeks, would need to create and begin inventory replenishing plan.d) Fulfillment
Description: Pick and ship of customer retail and branch supplies orders.
Impact: Would not be able to receive pick and ship orders and would not be able to send ordered items to retail customers (approx. 250 orders per day) and FI branches (approx. 250 orders per day).
RTO’s Within 24 hours, would need to relocate fulfillment staff to Mapleton.
Within 72 hours, would need to resume fulfillment activities.
e) Assured Delivery
Description: Receives all undelivered company orders for ABC and XYZ and processes communication to the customer or the branch. Responsible for ensuring all the returned packages are destroyed in a secure manner.
Impact: Would not be able to received the undelivered orders for ABC and XYZ. Would not be able to send communication to the customer or branch that mail was returned. (approx. 100 returns per day).
RTO’s Within 4 hours, would need to redirect mail delivery to Poplar Heights plant.
Within 48 hours, would need to resume Assured Delivery process from Poplar Heights plant.
f) Poplar Heights WAN access
Description: The Poplar Heights plant accesses company’s wide area network via a wireless link to the Distribution Center.
Impact: The Poplar Heights plant would not be able to access the WAN.
RTO’s Within 24 hours, would need to establish an alternate link to the WAN.
C.2 Minimum Resource Requirements
The following tables detail the minimum resource requirements for resuming the above processes, along with possible strategies for providing these resources within the desired RTO’s.
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Business Impact Analysis for Acme Printing
DISTRIBUTION CENTER – SHIPPING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours 1 transportation coordinatorNote: would be located at plant until new warehouse space was ready
Use current DC staff
8 hours 2 trained forklift drivers,2 inventory mgmt personnelNote: would be located at plant until warehouse space was ready
Use current DC staff
1 week 1 additional trained forklift driverNote: would be located at new warehouse location, along with the other forklift drivers and the inventory management personnel
Use current DC staff
FACILITIES 4 hours 1 desk, 1 phone and phone line (for transportation coordinator)
Use a spare office in Poplar Heights plant
EQUIPMENT 8 hours 1 forklift for operators at the plant Use one of Poplar Heights’s units
1 week 3 forklifts for operators at the at new warehouse location
Lease the equipment
MATERIALS 4 hours Transportation documents Get new documents from transportation companies
DISTRIBUTION CENTER – RECEIVING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 Strategic Sourcing person to work with plants and suppliers to determine requirements and deliveries
Use Head Office staff
1 week 1 inventory management person;1 WMS consultant;3 trained forklift drivers (these would be the same ones required for shipping, not incremental)
Use current DC staff for inventory management, and retain a WMS consultant
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Business Impact Analysis for Acme Printing
DISTRIBUTION CENTER – RECEIVING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
FACILITIES 1 week 20,000 sq feet, 3 dock doors, 16 bays of racking for skids;4 desks, 2 phones, 1 phone line
Acquire temporary warehouse space in Poplar Heights area; install desks, phones, phone line as needed; acquire and install racking if required
TECHNOLOGY 1 week 1 PC for WMS;4 desktop PC’s;1 printer
Acquire and install PC’s and printer as needed; restore WMS
EQUIPMENT 1 week 4 phasers;2 bar code scanners;1 label printer and software
Acquire equipment as needed
MATERIALS 1 week 5000 bar code labels (to bar code racking and product coming in)
Acquire labels as needed
DISTRIBUTION CENTER – INVENTORY MANAGEMENT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours 1 inventory manager/leader;1 production planner
Use current DC staff for inventory manager/leader; use Poplar Heights staff for production planner
Note: These two people would be required for the duration of the recovery effort for inventory management. The other inventory management people required have been listed in the other processes (shipping and receiving).
FACILITIES 4 hours 1 desk, 1 phone Use a spare office in Poplar Heights plant
Note: Because the production planner is already located at the plant, the assumption has been made that the person would use their own workstation. The additional one would be for the Inventory Manager.
TECHNOLOGY 4 hours 1 desktop PC1 printer
Use an existing PC and printer at Poplar Heights initially, then acquire and install additional ones as needed
EQUIPMENT 24 hours 1 laminator Use Poplar Heights’s laminator
MATERIALS 4 hours CTS card stock Purchase card stock as needed
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Business Impact Analysis for Acme Printing
DISTRIBUTION CENTER – FULFILLMENT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 fulfillment team leader1 fulfillment packer
Use current DC staff
72 hours 3 additional fulfillment packers Use current DC staff
FACILITIES 72 hours 8000 sq.ft8 packing tables1 phone
Use space at Mapleton; acquire and install tables as needed; install a phone or share an existing phone
TECHNOLOGY 72 hours 3 desktop PC’s;1 printer for mailing labels;1 data line to U.S. Mail
Acquire and install PC’s, printer, and data line as needed; restore applications
Note: One PC would need Pick and Ship and Teleservice applications on it, and would need to be hooked up to printer for mailing labels. One PC would need to be hooked up to U.S. Mail.
EQUIPMENT 72 hours 1 bar code scanner (required for U.S. Mail and wanding orders off system)
Buy or borrow a scanner as needed
DISTRIBUTION CENTER – ASSURED DELIVERY
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 48 hours 1 Assured Delivery operator Use current DC staff
FACILITIES 48 hours 100 sq ft,1 desk,1 fax line for autofaxes
Use a locked office in Mapleton or Poplar Heights plants
TECHNOLOGY 48 hours 1 desktop PC with teleservice and autofax;1 printer;1 Purolator shipping system;1 data line connected to Purolator system for sending out letters
Acquire and install PC’s, printer, shipping system, and data line as needed; restore applications
EQUIPMENT 48 hours 1 bar code scanner Buy or borrow a scanner as needed
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Business Impact Analysis for Acme Printing
DISTRIBUTION CENTER – POPLAR HEIGHTS WAN ACCESS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
TECHNOLOGY 24 hours Connection to WAN Redirect an existing ISDN line
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Business Impact Analysis for Acme Printing
D. Recovery Requirements – Mapleton Plant and Call Center
D.1 Recovery Time Objectives
Loss of the Mapleton facility would interrupt the following business processes or functions: Phone Orders and Enquiries; Clarifications; IVR re-orders and enquiries; Teleservice database; Order Entry/Sort; Production of Personal Forms;
Production of Business Forms; Production of Starter Kits; Custom Order Design; Production of Forms; Mailing; Product Set-up and BUU.
Each of these processes is defined below, along with a brief description of the impact of an extended interruption, and the recovery time objectives (RTO’s) for the process.
a) Phone Orders and Enquiries
Description: Receive incoming calls for orders and status enquiries.
Impact: Customer frustration as they cannot reach company for re-orders, status or complaints. Customers cannot place any rush orders. Would impact revenue since majority of Mapleton’s orders come in via the call center.
RTO’s Within 4 hours, would need to redirect inbound calls to Oakville. Would also need to restore the Teleservice data base and provide access to it from Oakville.
Within 24 hours, would need to begin sending Mapleton CSR’s to Oakville to assist with the increased call volume (English calls only). Would also need to load balance Oakville using Sprint. Would need to advise customers to use other ordering methods.
Within 1 week, would need to establish an interim Call Center in the area, relocate Mapleton CSR’s, and resume “normal” operations.
b) Clarifications
Description: Outbound calls to get missing information on forms order.
Impact: Orders delayed because we cannot contact customers to get the missing information.
RTO’s Within 24 hours, would need to relocate Mapleton clarification staff to the Head Office Head Office to handle outbound clarifications and mail returns.
Within 1 week, would need to establish an interim Call Center in the area, relocate Mapleton clarification staff, and resume “normal” operations.
c) IVR Re-ordering and Enquiries
Description: Interactive Voice Response system, which automatically handles a minimum of 1500 re-orders and enquiries per day.
Impact: All IVR re-orders and enquiries would have to be handled manually.
RTO’s Within 4 hours, would need to set up call treatment with Sprint, indicating that IVR re-ordering and status enquiries are temporarily suspended. IVR processes would have to revert to manual.
Within 1 week, would need to install a replacement IVR system at an alternate location and resume normal IVR processes.
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Business Impact Analysis for Acme Printing
d) Teleservice Database
Description: Order entry system used to capture customer information to place orders including all MICR information.
Impact: Unable to enter order information electronically in either Mapleton or Oakville. All orders would have to be taken manually. Unable to respond to status enquiries.
RTO’s Within 4 hours, would need to restore the application on a backup server.
e) Order Entry/Sort
Description: Introduces all paper orders and fax orders into our system.
Impact: Would not have orders coming in by mail or fax.
RTO’s Within 4 hours, would need to redirect electronic, fax and paper orders to Cedar Springs and Oakville. Cedar Springs and Oakville would need to implement 7 x 24 data entry. Rush orders would be suspended.
Within 24 hours, would need to send key Mapleton data entry staff to Cedar Springs and Oakville to assist with order entry interpretation.
Within 48 - 72 hours, would need to set up some data entry stations at Head Office.
Within 1 week, would need to establish an interim data entry facility at a suitable area location, relocate all Mapleton Order Entry personnel, and resume “normal” operations.
f) Personal Forms
Description: Prints and finishes approximately 20,000 personal orders each day in Mapleton.
Impact: Would lose production of personal forms (20,000 orders per day or 50% of company’s personal business).
RTO’s Within 4 hours, would need to modify ODS to reflect alternate locations. Would need to begin shipping base stock for unique Mapleton orders, and additional materials, to Cedar Springs and Oakville. Would need to schedule additional shifts at Cedar Springs and Oakville. Would need to contact vendor to have a backup Multiplex sent to Oakville.
Within 24 hours, would need to begin producing Mapleton’s personal orders at Cedar Springs and Oakville. Would need to install the backup Multiplex at Oakville. Would need to send Mapleton production staff to Cedar Springs and Oakville to assist with plating and press operations (note union issue at Oakville).
Within 1 week, would need to begin increasing Oakville and Cedar Springs’s capacity with spare or used equipment, and additional staff, as needed.
g) Business Forms
Description: Prints and finishes approximately 2,000 business orders per day.
Impact: Would lose production of business forms.
RTO’s Within 4 hours, would need to modify ODS to reflect alternate locations. Would need to begin shipping base stock and additional materials to Cedar Springs. Would need to schedule additional shifts at Cedar Springs. Would also need to redirect shipments from suppliers and Walnut Grove.
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Business Impact Analysis for Acme Printing
Within 24 hours, would need to begin producing Mapleton’s business form orders at Cedar Springs. Would need to send Mapleton production staff to Cedar Springs to assist with the increased volume.
h) Starter Kits
Description: Prints and finishes business and personal starter kits for banks and credit unions.
Impact: Would lose all production of Starter kits in Mapleton.
RTO’s Within 48 hours, would need to begin producing Starter Kits (of some sort) at Cedar Springs, and other specialty products at Cedar Springs, Oakville or other locations. Would also need to outsource specialty kits.
i) Mailing
Description: Delivery of completed orders. Mainly a function of U.S. Mail.
Impact: U.S. Mail will pick up from wherever we set up. However, possibility of several thousand orders ready to ship that will not leave the plant.
RTO’s Within 24 hours, would need to advise U.S. Mail of rerouting and establish postal code sort. Would also need to advise U.S. Mail to redirect in-coming mail and discontinue pick-ups in Mapleton.
j) Custom Order Design
Description: Provides custom art work for some business orders and all laser product orders.
Impact: Would lose 100% of our ability to use COD nationally..
RTO’s Within 48 - 72 hours, would need to resume Custom Order Design at an alternate location.
k) Forms
Description: Prints and finishes continuous forms products and laser format products.
Impact: Would lose 100% of our ability to produce forms products nationally.
RTO’s Within 72 hours, would need to start producing forms laser products in Cedar Springs. Would also need to outsource all continuous products and provide stock to outsourcers.
l) Product Set-up and Branch Update Utility
Description: Sets up new products for production on templates so operations can use them. FI information appearing on forms is controlled via BUU.
Impact: Would lose 100% of our ability to set up new products for financial institutions. Incorrect information appearing on forms when the customers are making changes.
RTO’s Within 72 hours, would need to relocate Mapleton’s Set-up and BUU staff to Head Office. And direct branch updates to Head Office.
D.2 Minimum Resource Requirements
The following tables detail the minimum resource requirements for resuming the above processes, along with possible strategies for providing these resources within the desired RTO’s.
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Business Impact Analysis for Acme Printing
MAPLETON – PHONE ORDERS AND ENQUIRIES
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours N/A Oakville CSR’s would handle calls initially, but at extremely degraded service levels
24 hours 9 English sales CSR’s8 English forms CSR’s8 English service CSR’s4 admin’s
Use Mapleton staff that are able to relocate to Oakville temporarily
1 week Normal staff levels:20 English sales CSR’s19 English forms CSR’s19 English service CSR’s9 admin’s
Use Mapleton staff
FACILITIES 4 hours Many 800 lines The termination of all Mapleton’s 800 lines would be changed to Oakville
24 hours 29 desks with phones,2 fax linesNote: would need to load balance Oakville using Sprint
Use all available workstations & phones at Oakville, and install additional desks, phones, fax lines as needed AND/OREstablish a contract with a recovery vendor for call center facilities
1 week 67 desks with phones5 fax lines5 T1 lines
Acquire a suitable facility in the area and install desks, phones, phone switch, fax lines, T1 linesNOTE: May not be able to install a phone switch and T1 lines within the desired timeframe OREstablish a contract with a recovery vendor, or a commercial call center, for call center facilities
TECHNOLOGY 24 hours 29 network-attached PC’s,2 printers
Use all available PC’s & printers at Oakville, and acquire and install additional ones as needed (may not meet RTO) AND/OREstablish a contract for quick shipment of PC’s and printers OREstablish a contract with a recovery vendor for call center facilities, including PC’s & printers
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Business Impact Analysis for Acme Printing
MAPLETON – PHONE ORDERS AND ENQUIRIES
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
1 week 2 Intel servers,38 additional network-attached PC’s, and 1 additional printer,ISDN link to Head Office
Acquire and install in a temporary area facility as needed, and relocate the PC’s and printers from Oakville OREstablish a contract with a recovery vendor, or a commercial call center, for call center facilities, including servers, PC’s, printers & data link
MAPLETON – CLARIFICATIONS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 2 outbound clarifications staff2 admin. staff
Use existing staff
1 week 2 additional outbound staff2 additional admin. staff
Use existing staff
FACILITIES 24 hours 4 desks, 4 phones, 1 fax line Use existing facilities at Head Office (displacing ‘non-critical’ staff if necessary)
1 week 4 additional desks and phones (total of 8 desks, 8 phones, 1 fax line)
Include 8 desks, 8 phones, 1 fax line for clarifications staff when setting up the temporary call center facility
TECHNOLOGY 24 hours 4 network-attached PC’s,1 printer
Use existing PC’s and printer at Head Office
1 week 4 additional network-attached PC’s (total of 8 PC’s and 1 printer)
Include 8 PC’s and 1 printer when setting up the temporary call center facility
MAPLETON – IVR RE-ORDERING AND ENQUIRIES
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours Additional CSR’s would be required to handle IVR calls manually (1500/day) until the system is restored
Set up call treatment with Sprint advising callers that IVR has been suspended
Note: If IVR was moved to another location, it would not be affected at the same time as the Mapleton call center
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Business Impact Analysis for Acme Printing
MAPLETON – IVR RE-ORDERING AND ENQUIRIES
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
FACILITIES 1 week Location for replacement IVR system,800 lines
Use Head Office or Oakville
TECHNOLOGY 1 week IVR system,Connectivity to Teleservice system
Acquire and install as needed
MAPLETON – TELESERVICE DATABASE
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
FACILITIES 4 hours Location for backup server Use Head Office computer room
TECHNOLOGY 4 hours Backup system with connectivity to Oakville
Re-purpose an existing server at Head Office and restore database (currently would take 12 – 24 hours).Note: The TS application will ultimately be replaced with a centralized system at Head Office.
MAPLETON – ORDER ENTRY/SORT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 6 keyers10 personal keyers2 forms keyers1 OMS forms1 OMS manual
Use existing Cedar Springs and Oakville staff (working overtime);send key Mapleton data entry staff to Cedar Springs and Oakville to assist with order entry interpretation
48 - 72 hours
Same as above plus:2 retail keyers1 starter kit keyer
Have Mapleton staff begin entering as many orders as possible from Head Office
1 week Normal staff level (32 keyers working day and afternoon shifts)
Have Mapleton’s normal order volume handled by Mapleton staff (from a area location)
FACILITIES 24 hours 7 workstations (20 keyers over 3 shifts)2 phones, 2 fax lines
Use existing facilities at Cedar Springs and Oakville
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Business Impact Analysis for Acme Printing
MAPLETON – ORDER ENTRY/SORT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
48 – 72 hours
Same as above plus:2 more workstations (3 keyers on 2 shifts)
Set up several workstations in Head Office (possibly displacing ‘non-critical’ staff)
1 week Total of:16 workstations1 or 2 phones2 fax lines
Set up a full data entry area in either the Head Office office or Poplar Heights; acquire and install desks, phones, fax lines as needed
TECHNOLOGY 24 hours 7 network-attached PC’s Use existing PC’s at Cedar Springs and Oakville, on extra shifts
48 - 72 hours
Same as above plus:2 more network-attached PC’s2 network-attached printersdata line
Acquire and install PC’s, printers, data line in Head Office as needed (or use existing technology)
1 week Total of:16 network-attached PC’s2 printers2 data lines
Acquire and install PC’s, printers and data lines in the temporary data entry facility as needed
MAPLETON – PERSONAL FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours Cedar Springs would require:8 personal heath operators2 plating operators2 maintenance techniciansNote: Would need to cover 15K orders per day over 3 shifts
Oakville would require:3 personal operators1 maintenance technicianNote: Would need to cover 4.5 - 5K orders per day over 3 shifts
An additional 12 inspectors and 12 packers would also be required
Increase use of Cedar Springs and Oakville staff (i.e. work overtime).
Send Mapleton staff to Cedar Springs and Oakville to help cover the additional volume and shifts (Cedar Springs and Oakville would be operating 24 hrs/day)
Note: Personnel requirements may be reduced by installation of a backup Multiplex from vendor
FACILITIES 24 hours Area for 4 inspection stations4 desks for inspection4 desks for packingSpace for mail mono’sArea for backup Multiplex
Use existing facilities at Cedar Springs and Oakville, and install additional desks, mail mono’s as needed
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Business Impact Analysis for Acme Printing
MAPLETON – PERSONAL FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
1 week Area for additional equipment as needed,Additional workbench(es)
Use existing facilities at Cedar Springs and Oakville; acquire and install workbench(es) as needed
TECHNOLOGY 24 hours 4 network-attached PC’s for QC,4 network-attached Epson label printers,4 shipping wands
Use existing technology at Cedar Springs and Oakville
1 week Depends upon Oakville and Cedar Springs’s requirements
Acquire and install additional PC’s and printers as needed
EQUIPMENT 24 hours Existing equipment at Cedar Springs and Oakville, plus 1 Multiplex from vendor
Cedar Springs currently has 8 open shifts over each 24 hour period;A Multiplex would be installed at Oakville per existing contractual agreement with vendor
1 week 1 Heath turret press30 ea. numbering machines2 turrets
Acquire new or used presses, numbering machines, turrets as needed
MATERIALS 12 hours Existing stock in Cedar SpringsPress suppliesPlating suppliesMaintenance supplies (tools)75% increase in bindery supplies, Kugler tape, stitching wire, label stock, shrink film, box blanks
Redirect Mapleton stock to Cedar Springs and Oakville
24 hours Existing stock in OakvillePress supplies, plating suppliesMaintenance supplies (tools)25% increase in bindery supplies, etc.
Contingency stock already in Oakville
MAPLETON – BUSINESS FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 5 business Heath operators3 deposit Heath operators4 inspectors14 packers
Use Cedar Springs staff supplemented by Mapleton staff2k orders per day. Cedar Springs has 9 shifts available.
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Business Impact Analysis for Acme Printing
MAPLETON – BUSINESS FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
FACILITIES 24 hours 5 business packing stations2 inspection stations
Use Cedar Springs facilities on additional shifts; set up additional stations as needed
TECHNOLOGY 24 hours 2 network-attached PC’s5 network-attached label printersQC stations and wands
Use existing technology at Cedar Springs
EQUIPMENT 24 hours Banding equipmentTaping equipment
Use existing equipment at Cedar Springs and acquire one 4 - head Bostitch #18 H.D. Bronco stitcher (for deposits)
MATERIALS 24 hours Business stock – G101, G201, vouchersDeposit stock – CAD, ABCPress supplies, bindery suppliesMail monos, letter-tainers
Ship additional materials from D.C.
MAPLETON – STARTER KITS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 48 hours Personal – existing staffBusiness – existing staffBindery – existing staff
Begin using 1 shift each of business and Personal to work weekend overtime in Cedar Springs
FACILITIES 48 hours 200 sq.ftBindery workstation
Use Cedar Springs’s facilities
TECHNOLOGY 48 hours 1 shipping PClabel printerswand
Use existing technology in Cedar Springs
EQUIPMENT 48 hours Parker 100 stitcher Use Parker in storage in Cedar Springs and acquire a folder capable of 11x17 paper
MATERIALS 48 hours Boxes Acquire as needed
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Business Impact Analysis for Acme Printing
MAPLETON – CUSTOM ORDER DESIGN
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 48 - 72 hours
14 employees totalNote: Approx. 70% of forms orders go through COD
Use existing staff working 3 shifts
FACILITIES 48 - 72 hours
5 workstations & 5 phones if working 3 shifts;7 workstations & 7 phones if working 2 shifts as at present;2 phone/fax lines
Set up workstations at another company facility (Head Office, Poplar Heights or Cedar Springs)Note: COD may need to follow forms production to Cedar Springs
TECHNOLOGY 48 - 72 hours
5 network-attached PC’s with specialized software for forms design,5 network-attached printers,Scanners
Acquire and install as needed
MAPLETON – FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 72 hours 6 Heath label operators Use Cedar Springs staff, supplemented with Mapleton staff as needed, for laser formsNote: Cedar Springs staff would be used rather than Oakville staff to avoid any conflict with union rules
Use outsourcers’ staff for continuous forms
FACILITIES 72 hours Area for 2 Heath presses2 workbenches
Use Cedar Springs’s facilities for laser forms
Use outsourcers’ facilities for continuous forms
EQUIPMENT 72 hours 2 Heath presses4 turrets with numbering
Use presses stored in Poplar Heights for laser forms Note: We would have to acquire spare numbering machines
Use outsourcers’ equipment for continuous forms
MATERIALS 72 hours Base stockPress supplies
Materials would be shipped to Cedar Springs and outsourcers from D.C.
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Business Impact Analysis for Acme Printing
MAPLETON – MAILING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 support person or manager with CPC and sort knowledge
Use Mapleton staff (by phone)
FACILITIES 24 hours Approx. 800 sq. ft for cages and tubs
Use Cedar Springs and Oakville’s facilities
EQUIPMENT 24 hours Additional cages Acquire and configure additional cages
MATERIALS 24 hours Tags for additional cages Acquire as needed
MAPLETON – SET-UP AND BUU
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 72 hours 5 staff Use existing staff working 2 shifts
FACILITIES 72 hours 3 workstations3 phones
Set up workstations at Head Office
TECHNOLOGY 72 hours 3 network-attached PC’s3 printers
Acquire and install as needed
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Business Impact Analysis for Acme Printing
E. Recovery Requirements – Oakville Plant and Call Center
E.1 Recovery Time Objectives
Loss of the Oakville facility would interrupt the following business processes or functions: Phone Orders and Enquiries; Clarifications; Order Entry/Sort; Forms Advisory Office (FAO); Electronic Order Receipt; Production of Personal and Business
Forms;
Specialty Products; Mailing; Branch Update Utility (BUU); Sales; Contingency Stock Management.
Each of these processes is defined below, along with a brief description of the impact of an extended interruption, and the recovery time objectives (RTO’s) for the process.
a) Phone Orders and Enquiries
Description: Receive incoming calls for re-orders and status enquiries.
Impact: Customer frustration as they cannot reach company for re-orders, status or complaints. Customers cannot place any rush orders. Loss of revenue.
RTO’s Within 4 hours, would need to redirect inbound calls to Mapleton, and increase use of IVR system.
Within 24 hours, would need to begin sending Oakville CSR’s to Mapleton to assist with the increased call volume and bilingual requirements. Would also need to advise customers to use other ordering methods.
Within 2 weeks, would need to establish an interim Call Center in the Oakville area, relocate all Oakville CSR’s, and resume “normal” operations.
b) Clarifications
Description: Outbound calls to get missing information on forms order.
Impact: Orders delayed because we cannot contact customer to get the missing information.
RTO’s Within 24 hours, would need to relocate enough Oakville CSR’s to an alternate Oakville location to handle outbound clarifications and mail returns.
Within 2 weeks, would need to establish an interim Call Center in the Oakville area, relocate all Oakville CSR’s, and resume “normal” operations.
c) Order Entry/Sort
Description: Sort incoming orders. Key orders.
Impact: No orders can be put into production. Actual capacity of 5 000 Personal and 1 000 Business Orders each day.
RTO’s Within 4 hours, would need to redirect electronic, fax and paper orders to Mapleton and/or Cedar Springs. Mapleton and/or Cedar Springs would need to increase data entry. Rush orders would be suspended.
Within 48 hours, would begin sending key Oakville data entry staff to Mapleton and/or Cedar Springs to assist with order entry interpretation and bilingual requirements.
Within 2 weeks, would need to establish an interim Data Entry facility at a suitable Oakville location, relocate all Oakville Order Entry personnel, and
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Business Impact Analysis for Acme Printing
resume “normal” operations.
d) Forms Advisory Office
Description: All forms and computer forms orders.
Impact: No FAO orders can be put into production. Actual production of about 100 orders each day.
RTO’s Within 24 hours, would need to redirect forms clarifications and order entry to Head Office.
e) Electronic Order Receipt
Description: Orders that are received electronically from some customers.
Impact: Orders are delayed as they cannot be retrieved from FI sites. About 7000 Personal and 1000 Business orders each day.
RTO’s Within 4 hours, would need to request orders on tape or via FTP.
Within 1 week, would need to establish a more permanent platform for order receipt.
f) Personal and Business Forms
Description: Inventory control and shipping/receiving. Plating. Prepress operations. Press operations. All finishing operations. Receiving stamps and matching.
Impact: Would suspend 6600/day personal orders shipped and 1500/day business orders shipped.
RTO’s Within 4 hours, would need to modify ODS to reflect alternate locations. Would need to begin shipping base stock for unique Oakville orders, and additional materials, to Mapleton and/or Cedar Springs. Shipments in transit would need to be redirected. Would need to schedule additional shifts at Mapleton and/or Cedar Springs. Would need to contact vendor to have a backup Multiplex sent to Mapleton or Cedar Springs.
Within 24 hours, would need to begin producing Oakville’s personal and business form orders at Mapleton and/or Cedar Springs. Would also need to install the backup Multiplex.
Within 48 hours, would need to begin sending Oakville production staff to Mapleton and/or Cedar Springs to assist with plating and press operations if required.
Within 1 week, would need to begin increasing Mapleton and Cedar Springs’s capacity with spare or used equipment, and additional staff, as necessary.
g) Specialty Products
Description: Products manufactured only in Oakville. Different equipment or base stock.
Impact: Would lose actual production of 250 orders each day.
RTO’s Within 4 hours, would need to modify ODS to reflect alternate locations.
Within 48 hours, would need to begin shipping base stock for specialty products to Mapleton and/or Cedar Springs.
Within 72 hours, would need to send key Oakville production staff to Mapleton or Cedar Springs, and begin producing Oakville’s specialty products.
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Business Impact Analysis for Acme Printing
h) Branch Update Utility
Description: FI information appearing on forms is controlled via BUU.
Impact: Incorrect information appearing on forms when the customers are making changes.
RTO’s Within 48 hours, would need to direct branch updates to an alternate location, and send Oakville’s BUU person to the alternate location.
Within 2 weeks, would need to relocate the BUU person to a suitable Oakville location.
i) Mailing
Description: Delivery of completed orders. Mainly a function of U.S. Mail.
Impact: U.S. Mail will pick up from wherever we set up. Possibility of 12000 + 2000 + 250 orders ready to ship that will not leave the plant.
RTO’s Within 24 hours, would need to advise U.S. Mail of rerouting and establish postal code sort. Would also need to advise U.S. Mail to redirect in-coming mail and discontinue pick-ups in Oakville.
j) Sales
Description: All sales activities for Spanish customers.
Impact: Sales activities would be suspended.
RTO’s Within 12 hours, would need to relocate sales personnel to an alternate location to handle customer communication.
k) Contingency Stock Management
Description: Contingency base stock is kept in Oakville, in case distribution from the D.C. is interrupted. Management of this stock is a D.C. responsibility.
Impact: Would lose all contingency stock stored in Oakville (about $600,000), but would not impact operations.
RTO’s Not applicable.
E.2 Minimum Resource Requirements
The following tables detail the minimum resource requirements for resuming the above processes, along with possible strategies for providing these resources within the desired RTO’s.
OAKVILLE – PHONE ORDERS AND ENQUIRIES
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours 1 person to redirect lines to Mapleton
Could be handled by Head Office or Mapleton staff
24 hours 1 team leader2 CSR’s for Business forms7 -10 CSR’s for Personal & Business Orders
Use Oakville CSR’s that are able to relocate for up to 2 weeks (or rotate staff)
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Business Impact Analysis for Acme Printing
OAKVILLE – PHONE ORDERS AND ENQUIRIES
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
2 weeks Normal staff level (40) Use existing staff
FACILITIES 24 hours 10 – 13 workstations and phones Free up existing workstations and phones used for clarifications in Mapleton;install additional workstations and phones in Mapleton as needed
2 weeks Space and workstations for 40 personnel;40 phones and 2 faxes (1 inbound, 1 outbound);incoming 800 lines as per inventory with Mapleton
Acquire suitable space in the Oakville area as needed;acquire and install workstations, phones, faxes;redirect 800 lines
TECHNOLOGY 24 hours 10 – 13 network-attached PC’s Free up existing PC’s used by clarification staff in Mapleton;install additional PC’s in Mapleton as needed
2 weeks 1 Fax server, 1 LAN server40 network-attached PC’s4 printersdata linesphone switch (PBX)
Acquire and install in new location as needed
MATERIALS 2 weeks Catalogues, order forms, regular supplies
Acquire as needed
OAKVILLE – CLARIFICATIONS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 2 people to handle return mail and assured delivery to Caisse (can be done in the evening)
Use Oakville staff Note: Internal clarifications are done by data entry and CSR’s do outbound which could be done from someone's home.
2 weeks Normal staff levels (included in Phone Orders and Order Entry)
N/A
FACILITIES 24 hours 2 workstations and phones Work at home or use hotel facilities
2 weeks Incl. in Phone Orders/Order Entry N/A
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Business Impact Analysis for Acme Printing
OAKVILLE – CLARIFICATIONS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
TECHNOLOGY 24 hours 2 PC’s with Internet access (for e-mails) Note: A home office would require a desktop with modem to access central systems.
Use employees’ home PC’s or PC’s in a hotel business center
2 weeks Incl. in Phone Orders/Order Entry N/A
OAKVILLE – ORDER ENTRY/SORT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours 1 supervisor12 keyers
Use Oakville supervisor and Mapleton and Cedar Springs keyers (working overtime)
48 hours Same as above plus:8 additional bilingual keyers
Use Oakville keyers
2 weeks 20 bilingual keyers (total, plus supervisor)
Use Oakville staff
FACILITIES 4 hours Office for supervisor with phone, fax and internet access
Use conference room in a local hotel, or work from home
24 hours Space for backup Multiplex Use Mapleton’s facilities
48 hours Work area and desks for 8 additional keyers
Use Mapleton and/or Cedar Springs facilities. Acquire and install additional desks as needed, or use existing desks on additional shifts.
2 weeks 20 desks (day shift operations only) OR10 desks (day & afternoon shifts)
Acquire a temporary facility in the Oakville area, and install desks, phones, fax
TECHNOLOGY 4 hours 1 PC and 1 printer for supervisor Use PC and printer in hotel business center, or use home PC and printer
48 hours 8 network-attached PC’s Acquire and install additional PC’s as needed, or use existing PC’s on additional shifts
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Business Impact Analysis for Acme Printing
OAKVILLE – ORDER ENTRY/SORT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
2 weeks Network and fax servers,20 network-attached PC’s (dayshift only) or 10 PC’s (days and afternoons),2 printers, 1 fax printer,same data lines as at present
Acquire and install servers, PC’s, printers, and data lines as needed
OAKVILLE – FAO ORDERS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 FAO person Transfer the function to the bilingual FAO person at Head Office
FACILITIES 24 hours 1 desk, 1 phone, 1 fax Use existing facilities in Head Office
TECHNOLOGY 24 hours 1 network-attached PC and printer Use existing technology in Head Office
OAKVILLE – ELECTRONIC ORDER RECEIPT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours 1 or 2 technical people and 1 or 2 customer relations people to coordinate interim process (including picking up tapes from customers if necessary)
Use Longueil and Head Office Technology Services personnel and Oakville Sales personnel
FACILITIES 4 hours Work area and phones for Oakville Technology Services and Sales personnel
Work from home or use hotel facilities
TECHNOLOGY 1 week Modem, ISDN links, software Acquire and install as needed
OAKVILLE – FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours 4 management to plan switchover Use Longueil management (working with Mapleton and Cedar Springs management)
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Business Impact Analysis for Acme Printing
OAKVILLE – FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
24 hours 1 supervisor,8 press operators,12 bindery staff
Use Mapleton and Cedar Springs staff, working overtime
48 hours 6 additional press operators,10 additional bindery staff
Use Oakville staff
1 week Depends upon Mapleton and Cedar Springs’s requirements
Use additional Oakville staff
FACILITIES 4 hours Conference room, 2 phones, 1 fax for management staff
Use hotel facilities, cell phones
24 hours Space for backup Multiplex Make space in Mapleton
48 hours 1000 sq. ft4 working tablesAdditional carts, shipping, matching, assembling tables, bins
Acquire and install additional tables, etc. as needed
1 week 4000 sq. ft7 working tablesAdditional conveyors
Acquire and install additional tables, conveyors, etc. as needed
TECHNOLOGY 4 hours 1 PC, 1 printer, internet access Use hotel facilities, laptop PC
48 hours 2 network-attached PC’s Acquire and install additional PC’s as needed
1 week 5 more network-attached PC’s,1 printer
Acquire and install as needed
EQUIPMENT 24 hours Existing equipment at Cedar Springs and Oakville plus backup Multiplex from vendor
Cedar Springs currently has 8 open shifts over each 24 hour period. There is also a contractual agreement with vendor for delivery of an Multiplex.
1 week 5 presses (specialized MICR imprinting),200 numbering machines
Acquire new or used presses and numbering machines as needed; also salvage any undamaged equipment and send to Mapleton or Cedar Springs
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Business Impact Analysis for Acme Printing
OAKVILLE – FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
MATERIALS 4 hours In-transit materials Redirect in-transit materials to Mapleton and Cedar Springs
24 hours 30% volume of base stock for English forms and 10% volume for Spanish, plus additional consumablesNote: Would start producing English forms first
Ship stock and consumables to Mapleton and Cedar Springs from DC; also salvage any undamaged materials and ship to Mapleton and Cedar Springs
48 hours 100% English volume and 30% Spanish volume, plus additional consumablesNote: Would start phasing in Spanish Desjardins volume
Continue shipping additional stock and consumables to Mapleton and Cedar Springs from DC
1 week 100% English volume and 100% Spanish volume, plus additional consumablesNote: Would have completely phased in all Spanish volume
Continue shipping from DC
OAKVILLE – SPECIALTY PRODUCTS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 72 hours 1 press operator Use Oakville staff
FACILITIES 72 hours 100 sq. ft storage space Use space at Mapleton or Cedar Springs
EQUIPMENT 72 hours MICR imprinting equipment3 press turrets60 numbering machines
Use Mapleton or Cedar Springs’s equipment; acquire turrets and numbering machines as needed
MATERIALS 72 hours 2 week supply of base stock and extra consumables
Ship from D.C. and/or salvage from Oakville
OAKVILLE – MAILING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 support person or manager with CPC and sort knowledge
Use Oakville staff (by phone)
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Business Impact Analysis for Acme Printing
OAKVILLE – MAILING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
FACILITIES 24 hours Space for additional cages and tubs
Use Mapleton and Cedar Springs’s facilities
EQUIPMENT 24 hours Additional cages Acquire & configure additional cages
MATERIALS 24 hours Tags for additional cages Acquire as needed
OAKVILLE – BUU
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 48 hours 1 BUU person Use Oakville personnel
2 weeks Same as above Same as above
FACILITIES 48 hours 1 desk, 1 phone Use another company facility (or work from home if possible)
2 weeks Same as above When a temporary facility has been acquired in the Oakville area, install a desk and phone
TECHNOLOGY 48 hours 1 network-attached PC,1 printer
Acquire and install a PC and printer as needed
2 weeks Same as above Acquire and install a PC and printer at the new facility (or relocate from the company facility)
OAKVILLE – SALES
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 4 sales personnel Use Oakville personnel
FACILITIES 24 hours 4 desks, 4 phones, 1 fax Use hotel facilities or work at home
TECHNOLOGY 24 hours 4 PC’s, 1 printer, internet access Use hotel facilities, laptops, or home computers
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Business Impact Analysis for Acme Printing
F. Recovery Requirements – Cedar Springs Plant
F.1 Recovery Time Objectives
Loss of the Cedar Springs plant would interrupt the following business processes or functions: Order Entry/Sort; Production of Personal and Business
Forms;
Production of PAL’s (Personal Address Labels);
Mailing; Sales.
Each of these processes is defined below, along with a brief description of the impact of an extended interruption, and the recovery time objectives (RTO’s) for the process.
a) Order Entry/Sort
Description: Order sorting. Key order entry and verify. Electronic order processing. Fax order reception. Tape order processing. OMS. Clarifications. Return mail processing. Filing and retrieving order forms. Reception/switchboard operation.
Impact: Would suspend: 4000/day personal orders keyed; 3300/day personal orders by electronic entry; 1400/day business orders keyed; 200/day business orders by electronic entry; 100/day retail orders keyed.
RTO’s Within 4 hours, would need to redirect electronic, fax and paper orders to Mapleton and/or Oakville. Mapleton and/or Oakville would need to increase data entry. Rush orders would be suspended.
Within 72 hours, would likely need to send 1 or 2 key order entry personnel to Mapleton and/or Oakville to assist with interpretation of keying local products.
Within 1 week, would need to determine whether necessary to send additional Cedar Springs order entry staff to Mapleton and/or Oakville to assist with the increased volume, or to begin hiring temporary help. Includes clarifications and return mail processing.
Within 4 weeks, would need to establish an interim data entry facility at a suitable Cedar Springs location, relocate all Cedar Springs order entry personnel, and resume “normal” operations (RTO depends upon how long Mapleton and/or Oakville able to support additional load).
b) Personal and Business Forms
Description: Inventory control and shipping/receiving. Plating. Prepress operations. Press operations. All finishing operations. Receiving stamps and matching.
Impact: Would suspend 6600/day personal orders shipped and 1500/day business orders shipped.
RTO’s Within 4 hours, would need to modify ODS to reflect alternate location(s). Would need to begin shipping base stock for unique Cedar Springs orders, and additional materials, to Mapleton and/or Oakville (also outsourced items such as stamps). Shipments in transit would need to be redirected. Would need to schedule additional shifts at Mapleton and/or Oakville.
Within 24 hours, would need to begin producing Cedar Springs’s personal and business form orders at Mapleton and/or Oakville.
Within 72 hours, would likely need to send 1 or 2 key production personnel to Mapleton and/or Oakville to assist with interpretation of production of local products.
Within 1 week, would need to begin increasing Mapleton and Oakville’s capacity
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Business Impact Analysis for Acme Printing
with spare or used equipment, and additional staff, as necessary.
c) Personal Address Labels
Description: Inventory control and shipping/receiving. Plating. Prepress operations. Press operations. All finishing operations.
Impact: Would suspend 200/day PAL orders.
RTO’s Within 4 hours, would need to modify ODS to reflect alternate location. Shipments in transit would need to be redirected.
Within 1 week, would need to supply base stock and resume production at alternate location, or outsource production.
d) Mailing
Description: Shipping of completed orders (mainly a function of U.S. Mail). Courier shipments, including internal mail.
Impact: Would suspend delivery of 6600/day personal orders, 1500/day business orders, and 200/day PAL orders. However, U.S. Mail will pick up from wherever we set up.
RTO’s Within 24 hours, would need to advise U.S. Mail of rerouting and establish postal code sort. Would also need to advise U.S. Mail to redirect in-coming mail and discontinue pick-ups in Cedar Springs.
e) Sales
Description: Sales activities for Western U.S..
Impact: Little impact. Sales activities could continue in the field, or be suspended temporarily.
RTO’s Not applicable.
F.2 Minimum Resource Requirements
The following tables detail the minimum resource requirements for resuming the above processes, along with possible strategies for providing these resources within the desired RTO’s.
CEDAR SPRINGS – ORDER ENTRY/SORT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 72 hours 2 keying2 OMS
Use Cedar Springs staff (Leslie & Krista to MKH, Gail & Elizabeth to LNG)
1 week Depends on whether Mapleton and/or Oakville need additional staff
Use Cedar Springs staff subject to their ability to travel ORHire and train temporary staff in Mapleton and/or Oakville
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Business Impact Analysis for Acme Printing
CEDAR SPRINGS – ORDER ENTRY/SORT
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
4 weeks 17 keying, 2 order sort, 4 OMS,1 admin, 1 manager, 1 receptionist
Use Cedar Springs staff
FACILITIES 72 hours 2 desks at each location, with phones
Use Mapleton and Oakville’s facilities
1 week Depends on whether Mapleton and/or Oakville need additional staff
Use existing Mapleton and Oakville facilities, working extra shifts as needed
4 weeks 3000 sq. ft;23 workstations;2 phones &1 switchboard phone;6 phone lines and 2 fax lines
Acquire temporary or permanent facilities in Cedar Springs, and install desks, phones, and phone/fax lines
TECHNOLOGY 24 hours tape drive to process CueData West and Vision West tape orders
Use tape drive at Mapleton or Oakville
72 hours 4 PC’s Use existing PC’s at Mapleton and Oakville
1 week Depends on whether Mapleton or Oakville need additional staff
Acquire PC’s, and install at Mapleton and/or Oakville as needed
4 weeks 25 desktop PC’s;5 printers (incl. Fax printers);1 server;1 ISDN line & 1 T1 line
Acquire and install PC’s, printers and server. Install data lines.
EQUIPMENT 4 weeks 1 mail opener;1 photocopier;15 filing cabinets
Acquire equipment as required
MATERIALS 24 hours Tapes;Account type sheets
Use Mapleton or Oakville’s tapes. Keep account type sheets at Mapleton and Oakville.
4 weeks Tapes;Account type sheets
Acquire tapes as required. Replace account type sheets.
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Business Impact Analysis for Acme Printing
CEDAR SPRINGS – FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 4 hours 1 person with ODS knowledge;1 person with product knowledge;1 person with stock knowledge
Use Cedar Springs staff (ODS – Carol, product – Christine, stock – Theresa)
24 hours Additional staff with product knowledge
Use Cedar Springs staff
72 hours Additional staff with product knowledge
Use Cedar Springs staff subject to their ability to travel
1 week Additional press operators Use Cedar Springs staff subject to their ability to travel
FACILITIES 4 hours Base of operations for key Cedar Springs staff, with min. 2 phones
Use a nearby hotel
72 hours Desks and phones for 1 or 2 Cedar Springs staff at Mapleton and/or Oakville
Use spare offices or conference rooms at Mapleton and/or Oakville
1 week Workspace for Cedar Springs press operators at Mapleton and/or Oakville
Use existing space (working additional shifts)
TECHNOLOGY 24 hours No unique requirements. All required technology exists in Mapleton and Oakville.
N/A
EQUIPMENT 24 hours No unique requirements. All required equipment exists in Mapleton and Oakville.
vendor could be contacted to ship an Multiplex to Mapleton if needed
72 hours Might need a business stitcher and/or Printware platesetter depending on existing capacity
Acquire new or used equipment as needed (may not be possible within 72 hours)
1 week Depends on existing capacity at Mapleton and Oakville
Would acquire additional equipment as needed. Any undamaged equipment in Cedar Springs could be shipped to the other plants as needed.
MATERIALS 4 hours In-transit materials Redirect to Mapleton and Oakville
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Business Impact Analysis for Acme Printing
CEDAR SPRINGS – FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
24 hours Unique Cedar Springs stock, additional consumables
Ship to Mapleton and Oakville from DC; salvage and ship any undamaged stock and consumables
CEDAR SPRINGS – PERSONAL ADDRESS LABELS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 1 week 1 press operator,1 printware operator
Use Cedar Springs staff, or outsource production
FACILITIES 1 week Space for platesetter, press, stitcher, etc. Note: Special set-up on Parker stitcher
Use facilities at Mapleton, Oakville, or outsourcer
TECHNOLOGY 1 week No unique requirements. All required technology exists at Mapleton, Oakville, or outsourcer
EQUIPMENT 1 week 1 Parker stitcher,1 ZNX platesetter,1 385 AB Dick press
Use equipment at Mapleton, Oakville, or outsourcerNote: PAL's can be run on Heath press but AB is better
MATERIALS 1 week All PAL stocks, reorder forms, mail labels, inserts, back covers, Parker tape, wallets
Acquire as needed or ship from the D.C.
CEDAR SPRINGS – MAILING
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 24 hours 1 support person or manager with CPC and sort knowledge
Use Cedar Springs staff (by phone)
FACILITIES 24 hours Approx. 800 sq. ft for cages & tubs Use Mapleton & Oakville’s facilities
EQUIPMENT 24 hours Additional cages Acquire & configure additional cages
MATERIALS 24 hours Tags for additional cages Acquire as needed
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Business Impact Analysis for Acme Printing
G. Recovery Requirements – Walnut Grove Plant
G.1 Recovery Time Objectives
Loss of the Walnut Grove plant would interrupt the following business processes or functions: Production of WFC Labels; Production of stationery; Production of business forms.
Each of these processes is defined below, along with a brief description of the impact of an extended interruption, and the recovery time objectives (RTO’s) for the process.
a) WFC Labels
Description: Production of a variety of packaging labels for WFC.
Impact: Loss of production would interrupt what is largely a JIT delivery system of labels, impacting production at WFC and impacting sales of product in Canada and the US.
RTO’s Within 72 hours, would need to resume production and shipping of labels for WFC via alternate suppliers.
Within 2 weeks, would need to resume production and shipping of WFC labels from an alternate location (e.g. Mapleton, Poplar Heights or Walnut Grove).
b) Stationery
Description: Company produces stationery products for company BEK's and most areas of SNBC as well as other clients.
Impact: Loss of production would impact turnaround in Mapleton on BEK and would cripple our ability to provide our external clients with their stationery products.
RTO’s Within 1 week, would need to resume production of all stationery and business cards at an alternate location, or outsource production.
c) Business Forms
Description: company produces a variety of multiple part forms and laser forms for a variety of FI clients through our own contracts and as a trade supplier to other Forms Businesses (i.e. Moore, Relizon) and Brokers (i.e. U.S. Formprint).
Impact: We would be unable to fulfill our commitments with DT/TC and BNS for the production of their multiple part deposit forms and would indirectly impact BNS, XYZ and ABC through Moore and Formprint if we lost our ability to imprint their products. The Moore and Formprint products would be particularly at risk because we are a trade partner and they would have to take the business elsewhere which would make it difficult to recapture.
RTO’s Within 3 weeks, would need to resume production of business forms at an alternate location.
G.2 Minimum Resource Requirements
The following tables detail the minimum resource requirements for resuming the above processes, along with possible strategies for providing these resources within the desired RTO’s.
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Business Impact Analysis for Acme Printing
WALNUT GROVE – WFC LABELS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 72 hours 1 Data Entry/Plater;1 Press Operator;1 Cutter Operator;1 Bindery staff
Use Walnut Grove data entry/plater and trade partners (supplemented with other Walnut Grove staff as required)
2 weeks Same as above Use Walnut Grove staff
FACILITIES 72 hours 2000 sq. ft (may be combined between various facilities);1 desk;1 phone and phone line;1 fax and fax line;
Use trade partners’ facilities
2 weeks 9000 sq. ft (in a single facility);1 desk;1 phone and phone line;1 fax and fax line
Acquire temporary or permanent facilities in area, and install desk, phone, fax, and phone/fax lines ORUse existing company facilities in Mapleton or Poplar Heights
TECHNOLOGY 72 hours 1 desktop PC with Corel;1 printer;1 data line for dial access to WAN
Acquire PC and printer, and install at trade partner
2 weeks 1 desktop PC with Corel;1 printer;1 server;shipping systems for CPC & Purolator
Move PC and printer from trade partner (or acquire new ones). Acquire and install server (or share an existing server). Install shipping systems.
EQUIPMENT 72 hours 2-colour press;Cutter with 43" Girth;Shrinkwrap equipment
Use trade partners’ equipment
2 weeks Same as above plus:1 scanner;1 DPM platemaker;1 paper jogger
Acquire new or used equipment ORModify existing company equipment
MATERIALS 72 hours 25K sheets of Jenson Gloss 28x40;50,000 various 8-up masters;Variety of PMS and process ink colours
Negotiate SLA with supplier for quick turnaround ORKeep inventory at supplier ORKeep inventory in DC
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Business Impact Analysis for Acme Printing
WALNUT GROVE – WFC LABELS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
2 weeks 50,000 sheets of Jenson Gloss 36-1/4 x 30-1/4;500,000 various 8-up masters;All inks;Press chemistry for presses;Plating supplies
Acquire from trade suppliers
WALNUT GROVE – STATIONERY
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 1 week 3 Data Entry/Platers;2 Press Operators;1 Cutter Operator;3 Bindery staff
Use Walnut Grove staff OROutsource production
FACILITIES 1 week 1500 sq. ft;3 desks;3 phones and 1 phone line;2 faxes and fax lines;3 work tables for production
Acquire temporary or permanent facilities in K-W area, and install desks, tables, phones, faxes, phone/fax lines ORUse existing company facilities in Mapleton or Poplar Heights; install additional desks, tables, phones, faxes, phone/fax lines OROutsource production
TECHNOLOGY 1 week 3 desktop PC’s;1 Mac;1 printer;1 server;shipping systems for CPC & Purolator
Acquire PC’s, Mac and printer, and install at new location. Acquire and install server (or share an existing server). Install shipping systems. OROutsource production
EQUIPMENT 1 week 2 2-colour presses;2 x 12 up business card slitters (gutters/ no gutters);Cutter with a minimum 36" girth;DPM platesetter;Thermography equipment
Modify existing company equipment ORAcquire new or used equipment OROutsource production
MATERIALS 1 week 4 weeks supply of all SNBC stocks;100,000 sheets of base stock for BEK Cards;100,000 sheets of paper for BEK Letterhead
Keep inventory at supplier or DC ORNegotiate SLA with supplier for quick turnaround
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Business Impact Analysis for Acme Printing
WALNUT GROVE – BUSINESS FORMS
RESOURCE RTO REQUIREMENTS POSSIBLE STRATEGIES
PERSONNEL 3 weeks 2 Platen Operators;1 Linotype Operator;1 Cutter Operator;1 Bindery staff;1 front end admin.
Use Walnut Grove staff
FACILITIES 3 weeks 1000 sq. ft;1 desk;1 phone and 1 phone line;2 faxes and fax lines;3 work tables for production
Acquire temporary or permanent facilities in K-W area, and install desk, tables, phone, phone line ORUse existing company facilities in Mapleton or Poplar Heights; install desk, tables, phone, phone lines
TECHNOLOGY 3 weeks 1 desktop PC;1 printer;access to WAN
Acquire PC and printer, and install at new location. Provide access to WAN.
EQUIPMENT 3 weeks Linotype Model 31 Lead Typesetter;Cutter with 36" Girth;2 Platen Presses with 10x13 impression size
Acquire new or used equipment ORModify existing company equipment and/or modify product design ORKeep backup equipment in DC
MATERIALS 3 weeks 4 weeks supply of all SNBC stocks;150,000 BNS CCP Deposit forms (from Relizon);150,000 TD CTS Deposit forms (from Multiple Pakfold);Variety of Credit Union Forms totalling 155,000 forms (from Multiple Pakfold);Variety of Credit Union Atlantic Money Orders totalling 15,000 forms (from Multiple Pakfold)
Contact Trade Partners for replacement of all their forms
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