crisis management webinar - core consulting

1

Process Excellence and Resilience... Creating Corporate Sustainability

Crisis Management

Daman Dev Sood

COO & Head – Sustainability Practice

Continuity and Resilience

2


What Is Business Continuity?

capability of the organization to continue delivery of products or services at acceptable predefined levels following disruptive incident

• ISO 22301, Clause 3.3

3


What Is Business Continuity Management?

• ..Holistic management process that identifies

potential threats to an organisation and the

impacts to the business operations those threats,

if realised, might cause, and which provides a

framework for building organisational resilience

with the capability of an effective response that

safeguards the interests of its key stakeholders,

reputation, brand and value-creating activities

• ISO 22301, Clause 3.4

4


What Is BCMS?

• ..Part of the overall management system that establishes, implements, operates, monitors, reviews, maintains and improves business continuity

• ISO 22301, Clause 3.5

5


What is in it for me?

Organisational Objective

Business Continuity Management

BU1 BUnn RM QM Security

(physical) ISMS

Finance HR Legal Marketing CM EM

Any more? DM EM EnM Sustainability Any more?

6


BCMS Requirements

• Monitor and Review

• Maintain and Improve

• Implement and Operate

• Establish

Plan Do

Check Act

Continual improvement of Business Continuity Management System (BCMS)

Interested

Parties

Requirements

for Business

Continuity

Interested

Parties

Managed

Business

Continuity

Source: ISO 22301:2012

7


Establish, Understand, and Rehearse

0

1

2

3

4

5

6

7

Review/ Walkthrough

Table Top Call Tree Simulation IT/ Work Area Recovery

Integrated

Cost

Complexity

Risk (of distrurabnce due Test)

Assurance

Frequency

Graph not to scale

Cost Complexity

Risk Assurance

Frequency

8


Professional Practices

Project Initiation and Management

Risk Evaluation and Control

Business Impact Analysis

Developing Business

Continuity Strategies

Emergency Response and

Operations

Developing and Implementing BC

Plans

Awareness and Training Programs

Maintaining and Exercising BC Plans

Crisis Communication

Coordination with External Agencies

9


We Are Always One Disaster Behind!

10


We Are Always One Disaster Behind!

• Few examples

• Tsunami

• Katarina

• Rita

• Terrorist attacks

• Financial scams

• Floods

• Earthquakes

• Volcano eruptions

• Civil unrest

• Power grid failures

• Cyber attacks

• Other IT Failures

• Latest in Chennai?

11


Crisis v/s Incident

• The ages old debate continues

12


There are few more

• What about

• Emergency Management

• Disaster Management

13


Developing a response

Emergency

Response

Incident

Management

Business

Resumption

14


It goes like this

• Incident

• Emergency

• Disaster

• Crisis

15


Incident

• An incident is "a situation that might be, or could lead to, a business disruption, loss, emergency or crisis” (ISO 22301)

• An incident/ disaster, not managed well, may turn into a crisis

16


Crisis

• An unstable situation of extreme danger or difficulty

• An unstable or crucial time or state of affairs whose outcome will make a decisive difference for better or worse (Websters NCD)

• Crisis has a bad connotation

– Activating a Crisis Management Team tells the world that you have “An unstable situation of extreme danger or difficulty”

Danger

Opportunity

17


Crisis

• A crisis is “a situation with a high level

of uncertainty that disrupts the core

activities and/or credibility of an

organization and requires urgent

action” (ISO 22300)

18

Process Excellence and Resilience... Creating Corporate Sustainability 18

EFFECTED PEOPLE A TRIGGERING EVENT FAST SPREAD

MEDIA ATTENTION SCRUTINY EMOTIONS

MANAGEMENT PUBLIC OUTRAGE INSUFICIENT INFORMATION

Possibilities during a Crisis

Introduction

19


19

Crisis- based on Origination

Natural

Accidental

Manmade

Introduction

20


Benefits

• Enhanced safety of staff and customers

• Regulatory and ethical requirements are met

• Mitigation of impacts as an aftermath of an incident or emergency

• Improved awareness in employees

20 Crisis Management

21


• Indicates professional approach in handling contingent situations • Boosts morale and gives comfort to investors • Reduced cost of litigation or risk of corporate liability

Benefits

Crisis Management

22


So, we need an Incident Manager

• Characteristics

– Willing to lead

– Emotionally stable

– Stress resistant

– Decisive

– Controlled risk taking

– Self confident

– Self aware

• Skills

– Leadership & “Followship”

– Communication

– Delegation

– Team management

– Decision making under time pressure and stress

– Situation evaluation

– Planning & implementing courses of action

– Remaining calm Peter Power (Visor)

23


These and many more to be

discussed

• Incident Response Structure

• Incident Management Team

• Resources

• Incident Command Center

• Battle Box

• Communication

• The New Media

• The speed of response and recovery etc.

http://www.uaepm.ae/pdf/PMO StrategyDocEngFinV2.pdf

24


Fundamentals of Crisis Management

• Anticipate Crises

• Identify Crisis Management/ Communications Team

• Identify and Train Spokespersons

• Establish Notification and Monitoring Systems

• Identify and Know Your Interested Parties

• Develop Holding Statements

• Assess the Crisis Situation

• Finalise and Adapt Key Messages

• Post Crisis Analysis

http://www.uaepm.ae/pdf/PMO StrategyDocEngFinV2.pdf

25


Crisis Communication

Communication Plan

Who

Communicates

What

To Whom

When

How

26


Social Media & Crisis Management

• Managing a Media Crisis in the Digital World •Prepare

•Don’t Run – Don’t Hide

•Acknowledge there is a Crisis

•Decide on your public face

•Stay calm

•Address real audience through the media

•Make first impressions count

•Release as much as you can as quickly as you can

•Say only what you know to be true

•Avoid speculation or answering hypothetical questions

•Challenge information that you know to be wrong

•Speak in common, easily understood language

•Show concern

•Don’t bother blaming the media

27



• Managing a Media Crisis in the Digital World •Listen and be present

•Set the right expectations

•Be transparent

•Respond thoughtfully

•Do not lose your cool – ever

•Manage access to your social media accounts carefully

28



• Managing a Media Crisis in the Digital World •Post moderation guidelines on your social media pages

•Hire experienced social media community managers

•You will never be able to please everybody

29



• Managing a Media Crisis in the Digital World •Act quickly

•Take charge

•Handle reality

•Engage the nay-sayers

•Spread the word

•Encourage dialogue

•Deliver on your word

30



• Managing a Media Crisis in the Digital World •Don’t be scared –be prepared

•Buy some binoculars

•Set a listening protocol

•Know what is and what is not a Crisis

•Fight the social media fire with the social media water

31



• Managing a Media Crisis in the Digital World •Be sorry

•Create a crisis FAQ

32



• Managing a Media Crisis in the Digital World •Build a pressure release valve

•Know when to take it offline

•Arm your army

•Learn your lessons

33


Notification Systems

•Taking care of all Interested Parties

• Manual/ tool assisted • Capable of

•Two way responses

•Recording and responding later, if required

•Forecasting

34


What is BS 11200:2014?

BS 11200:2014

35


BS 11200:2014

• Crisis Management – Guidance and good practice

36


BS 11200:2014


37


BS 11200:2014


38


BS 11200:2014


39


BS 11200:2014


40


Crisis Management & Other

Management Systems

ISO 22301

ISO 9001 ISO

14001

ISO 27001

BS 11200 ISO

31000

ISO 22318

PAS 7000

41


Thanks! Let us stay in touch

[email protected]

42


CONTINUITY & RESILIENCE Email: [email protected]

Website: www.continuityandresilience.com http://www.coreconsulting.ae/

42

http://www.linkedin.com/company/continuity-and-resilience

http://www.facebook.com/pages/Continuity-and-Resilience-CORE/194600963897369?sk=info

http://www.youtube.com/user/Continuitynresilienc?ob=0&feature=results_main

http://twitter.com/

http://www.continuityandresilience.com/

http://www.coreconsulting.ae/