A series of case studies in business presented to the Ark Group\'s Business Continuity in the public sector, Melbourne, 9 May 2012. The presentation includes tips for enhancing your organisation\'s resilience & managing social & traditional media during a crisis or business disruption.

1. The Good, the Bad & the Ugly
Some lessons learnt in
crisis, business continuity &
resilience
Chris Miller
B4Crisis, Consultant
Business Continuity Manager
Helping build business resilience 0416 113 250
b4crisis@grapevine.net.au

2. Liverpool (NSW) Council
case study presentation
withdrawn
Helping build business resilience
2

3. Arson aftermath,
16 August 2010
$20M insurance claim
Helping build
business resilience
3

4. Alternative lessons learnt
case studies in crisis, BC &
resilience Claremont (WA) Council
Chambers & Library fire
Bankstown 18 Nov 2010 $7.5M+ loss
(NSW) City Vital records; alternate sites
Council fire
1 July 1997
$30M+ loss
DR via France
Helping build business resilience
4

5. A non-routine business disruption,
INCIDENT or CRISIS occurs
or is detected
SAVE the people
SAVE the building
SAVE the business
0 +3 hours +< 6 hours +2-3 days < 7 days 7+ days 30+ days
MUST SHOULD COULD
DO DO DO

6. Helping build Hurricane Katrina 29 August 2005
business resilience

7. When your community depends
on your business continuity
Helping build business resilience
7

8. Mississippi Power damage report
• 2/3s of transmission & distribution systems destroyed or
damaged.
• 1,000 miles of distribution line replaced.
• 281 feeder lines (100 percent) replaced.
• 9,000 distribution poles replaced.
• 2,300 overhead transformers replaced.
• 92 percent of the transmission system out of service.
• 1,920 miles of transmission lines out of service.
• 300 transmission towers replaced.
• 12 substations flooded.
• 1/3 of generating capacity disabled.
• Plant Watson flooded (18 million gallons of brackish water)
& offline for 1 year along with Crisis Centre & Corporate HQ
(120,000+ sq feet of office space).
• Of their 1253 employees, 196 employees’ homes were
flooded, of which 441 were severely damaged - leaving
86 employees homeless.
• All 195,000 customers out of electric service.

9. Mississippi Power,
a Southern Company
SHOW VIDEO –
5 years after Katrina

10. Helping your community &
your business
Helping build business resilience
10

11. Business closures
included 6 Supercentres;
2 Stores & 1 Sam’s Club
Helping build business resilience
11

12. Dispatched 2450 truck loads
including 100 truck loads of donated
merchandise
$17M cash donations – Walmart
Corporate + collected $7M+ in
donations from its customers + $9.2M
in assistance donated to affected staff
In kind donations - 70 pallet loads of
clothing & 150+ internet ready
computers delivered to shelters 12

15. Mt Pinatubo, Philippines

16. Albuquerque, New Mexico,
17 March 2000
small clean room fire

17. 1,800 workers shutdown
cmi industrial shutdown
‘Cascade’
throughout
Australian car
assembly plants
Helping build business resilience
17

18. Unsound BAU
or exercising can
generate a crisis
Sinking ‘Kursk’
Helping build business resilience

19. Lt Dmitry
Kolesnikov
Kursk
survivor
leader
Admiral
Lessons in Popov,
Exercise
crisis leadership Commander
Kursk
aftermath
Helping build business resilience

20. Lessons
in
crisis
Captain
Francesco leadership
Schettino
Wrecking
Costa
Concordia
Helping build business resilience
20

21. Lessons
in
Captains Francesco
Schettino &
Gregorio de Falco
crisis
leadership
Aftermath Deputy Mayor
Mario Pellegrino
Costa
Concordia
wreck
Helping build business resilience
21

22. Crisis
communications
Keeping internal &
external stakeholders
informed
Helping build business resilience
22

23. 3 June
2008
3 of 6 pipelines ruptured;
1/3 WA gas supply disrupted
Varanus Island, WA

24. Varanus Island, WA
Managing
traditional
& social media
SHOW
Helping build business resilience
VIDEO

25. Varanus Island, WA
Reputation &
Litigation
Helping build business resilience
25

26. Summary
• Leadership – crisis v BAU
• People – build confidence in
planning & exercising
• Media management
– traditional & social
• Know your supply
chain/dependencies
• Know what to save, who & how?

27. Effective BAU, business as usual
Ability to change & adapt
Shape environment
Source: Cth AGD Research Paper 1 CEO Perspectives
on Organisational Resilience http://www.tisn.gov.au/
then Publications & Resilience
Helping build business resilience
27

28. A final tip for crisis & business
continuity management &
resilience enhancement
Culture change & scenarios
Helping build business resilience
28