Creating Corporate Sustainability Through Process Excellence and Resilience
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Creating Corporate Sustainability Through Process Excellence and Resilience
- 1. 1 Process Excellence and Resilience... Creating Corporate Sustainability Crisis Communications, Social Media and Notification Systems Daman Dev Sood COO & Head – Sustainability Practice Continuity and Resilience
- 2. 2 Process Excellence and Resilience... Creating Corporate Sustainability Intro to Daman • COO & Head – Sustainability Practice at Continuity and Resilience (CORE) • Xansa Steria – Global BC Manager – India Head - Green • TCS – Various roles (development, delivery, program management, quality, business excellence) • Overall 30+ years in industry
- 3. 3 Process Excellence and Resilience... Creating Corporate Sustainability Intro to Daman • Fellow of BCS – The Chartered Institute for IT • Associate Fellow of the BCI • Senior Member of the IEEE • IEEE Ambassador in India • Member of ASSOCHAM National Councils on Climate Change and Environment & Safety • India’s – First BCS Accredited tutor for Green IT – Most spoken on Green IT – BCS board member for designing further Green IT courses • Connect with me via linkedin
- 4. 4 Process Excellence and Resilience... Creating Corporate Sustainability Intro to CORE • ISO 22301 Certified Management Consulting Firm • Business Continuity Management • Crisis Management • IT Disaster Recovery • Green IT/ Sustainability • We Consult / Train / Assess and Certify in these domains
- 5. 5 Process Excellence and Resilience... Creating Corporate Sustainability Business Continuity Management 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. 6 Process Excellence and Resilience... Creating Corporate Sustainability BCMS Requirements • Monitor and Review • Maintain and Improve • Implement and Operate • Establish Plan Do CheckAct Continual improvement of Business Continuity Management System (BCMS) Interested Parties Requirements for Business Continuity Interested Parties Managed Business Continuity Source: ISO 22301:2012
- 7. 7 Process Excellence and Resilience... Creating Corporate Sustainability Crisis v/s Incident • The ages old debate continues
- 8. 8 Process Excellence and Resilience... Creating Corporate Sustainability There are few more • What about • Emergency Management • Disaster Management
- 9. 9 Process Excellence and Resilience... Creating Corporate Sustainability Developing a response Emergency Response Incident Management Business Resumption
- 10. 10 Process Excellence and Resilience... Creating Corporate Sustainability It goes like this • Incident • Emergency • Disaster • Crisis
- 11. 11 Process Excellence and Resilience... Creating Corporate Sustainability Incident • An incident is "a situation that might be, or could lead to, a business disruption, loss, emergency or crisis” (ISO 22301) • An incident/ disaster, not managed well, may turn into a crisis
- 12. 12 Process Excellence and Resilience... Creating Corporate Sustainability Crisis • An unstable situation of extreme danger or difficulty • An unstable or crucial time or state of affairs whose outcome will make a decisive difference for better or worse (Websters NCD) • Crisis has a bad connotation – Activating a Crisis Management Team tells the world that you have “An unstable situation of extreme danger or difficulty” Danger Opportunity
- 13. 13 Process Excellence and Resilience... Creating Corporate Sustainability Crisis • A crisis is “a situation with a high level of uncertainty that disrupts the core activities and/or credibility of an organization and requires urgent action” (ISO 22300)
- 14. 14 Process Excellence and Resilience... Creating Corporate Sustainability So, we need an Incident Manager • Characteristics – Willing to lead – Emotionally stable – Stress resistant – Decisive – Controlled risk taking – Self confident – Self aware • Skills – Leadership & “Followship” – Communication – Delegation – Team management – Decision making under time pressure and stress – Situation evaluation – Planning & implementing courses of action – Remaining calm Peter Power (Visor)
- 15. 15 Process Excellence and Resilience... Creating Corporate Sustainability These and many more to be discussed • Incident Response Structure • Incident Management Team • Resources • Incident Command Center • Battle Box • Communication • The New Media • The speed of response and recovery etc.
- 16. 16 Process Excellence and Resilience... Creating Corporate Sustainability Fundamentals of Crisis Management • Anticipate Crises • Identify Crisis Management/ Communications Team • Identify and Train Spokespersons • Establish Notification and Monitoring Systems • Identify and Know Your Interested Parties • Develop Holding Statements • Assess the Crisis Situation • Finalise and Adapt Key Messages • Post Crisis Analysis
- 17. 17 Process Excellence and Resilience... Creating Corporate Sustainability Social Media & Crisis Management • Managing a Media Crisis in the Digital World •Prepare •Don’t Run – Don’t Hide •Acknowledge there is a Crisis •Decide on your public face •Stay calm •Address real audience through the media •Make first impressions count •Release as much as you can as quickly as you can •Say only what you know to be true •Avoid speculation or answering hypothetical questions •Challenge information that you know to be wrong •Speak in common, easily understood language •Show concern •Don’t bother blaming the media
- 18. 18 Process Excellence and Resilience... Creating Corporate Sustainability Social Media & Crisis Management • Managing a Media Crisis in the Digital World •Listen and be present •Set the right expectations •Be transparent •Respond thoughtfully •Do not lose your cool – ever •Manage access to your social media accounts carefully
- 19. 19 Process Excellence and Resilience... Creating Corporate Sustainability Social Media & Crisis Management • Managing a Media Crisis in the Digital World •Post moderation guidelines on your social media pages •Hire experienced social media community managers •You will never be able to please everybody
- 20. 20 Process Excellence and Resilience... Creating Corporate Sustainability Social Media & Crisis Management • Managing a Media Crisis in the Digital World •Act quickly •Take charge •Handle reality •Engage the nay-sayers •Spread the word •Encourage dialogue •Deliver on your word
- 21. 21 Process Excellence and Resilience... Creating Corporate Sustainability Social Media & Crisis Management • Managing a Media Crisis in the Digital World •Don’t be scared –be prepared •Buy some binoculars •Set a listening protocol •Know what is and what is not a Crisis •Fight the social media fire with the social media water
- 22. 22 Process Excellence and Resilience... Creating Corporate Sustainability Social Media & Crisis Management • Managing a Media Crisis in the Digital World •Be sorry •Create a crisis FAQ
- 23. 23 Process Excellence and Resilience... Creating Corporate Sustainability Social Media & Crisis Management • Managing a Media Crisis in the Digital World •Build a pressure release valve •Know when to take it offline •Arm your army •Learn your lessons
- 24. 24 Process Excellence and Resilience... Creating Corporate Sustainability Notification Systems •Taking care of all Interested Parties • Manual/ tool assisted • Capable of •Two way responses •Recording and responding later, if required •Forecasting
- 25. 25 Process Excellence and Resilience... Creating Corporate Sustainability Our Key Workshops • 5 days CBCI workshop based on BCI’s GPG 2013 • 5 days IRCA approved ISO 22301 Lead Auditor Workshop • 5 days ISO 22301 Lead Implementer Workshop • 3 days Certified Crisis Management Specialist Workshop • 3 days Certified BCM Specialist Workshop • 3 days Certified IT DR Specialist Workshop • 3 days BCS Foundation Certificate in Green IT Workshop • 2 days Certified Risk Management Specialist Workshop • 1 day Certified BCM Professional Workshop • 1 day Certified IT DR Professional Workshop • 1 day Certified Risk Management Professional Workshop
- 26. 26 Process Excellence and Resilience... Creating Corporate Sustainability BS 11200:2014 • Crisis Management – Guidance and good practice
- 27. 27 Process Excellence and Resilience... Creating Corporate Sustainability BS 11200:2014 • Crisis Management – Guidance and good practice
- 28. 28 Process Excellence and Resilience... Creating Corporate Sustainability BS 11200:2014 • Crisis Management – Guidance and good practice
- 29. 29 Process Excellence and Resilience... Creating Corporate Sustainability BS 11200:2014 • Crisis Management – Guidance and good practice
- 30. 30 Process Excellence and Resilience... Creating Corporate Sustainability TOOLS
- 31. 31 Process Excellence and Resilience... Creating Corporate Sustainability A Business Continuity Management (BCM) tool is a software platform for developing and maintaining Business Continuity Plans. • It has a flexible environment that fits your business and saves you time. • The BCM Plans (BC Plan and IT DR Plan) are ‘online’; this implies it is accessible by everyone (as per access list defined). • Ensures consistency and data checking, this means fewer errors and standardization of plans. • Ease of use • Ease of setting up and managing the system. Low to almost nil maintenance, which saves a lot of time for the organization and makes the team focus on the bigger picture of BCM. Why BCM Tools?
- 32. 32 Process Excellence and Resilience... Creating Corporate Sustainability • End-to-end lifecycle coverage means no gaps. The suite of tools contain tools for conducting Business Impact Analysis (BIA), Risk Assessments (RA), Building the Business Continuity (BC) Plans, Reports and RTO and RPO calculation. • You can build your BC/DR plan in-line with ISO22301 Business Continuity Management Standards. • Exercises can be simulated using the tool. • Reports can be customized in content and format. The formats for reports available are: HTML, MS Word, PDF, MS Excel and XML. • Additionally, adequate Training and Support is given to the personnel to run the show. Why BCM Tools? (Contd…)
- 33. 33 Process Excellence and Resilience... Creating Corporate Sustainability • SunGard offers 2 product lines: Continuity Management Solution (CMS) and the AssuranceCM (Continuity Manager) and AssuranceNM (Notification Manager) line. • INONI is web-delivered BCM software that adapts to fit most organisations, from single site businesses to multi-nationals. It can be shaped by you so you receive the scale, function and features you need. • Perpetuuitti is an automated, end-to-end Business Service Availability Management Suite. • Sanovi is a Business Continuity and IT Recovery software company enabling Application Defined Continuity for Enterprises and Cloud • eBRP is designed to move traditional BCM from a simple compliance structure to a vital role in Incident Response & Management alongwith the integrated notification facilitate creating a viable & sustainable BCM program. Popular BCM Tools
- 34. 34 Process Excellence and Resilience... Creating Corporate Sustainability When an incident occurs causing disruption to business, communication is critical. Who communicates, when, what and How are the key elements if of utmost importance. Notification Tools
- 35. 35 Process Excellence and Resilience... Creating Corporate Sustainability • During a crisis, you would need to locate employees to confirm their safety or notify customers or inform staff and suppliers about a location shut-down, time is of the essence. • Standard communications platforms such as phone/ mobile or email have inherent problems for emergency communication. Recipients may or may not have access, and mass dialing can take significant time and resources. • The notification tools are straightforward and easy to use • It enables anytime, anywhere communications • Real-time status updates can be given. • It does not have contact restrictions and can be scaled up depending on the organization size. Why Notification Tools?
- 36. 36 Process Excellence and Resilience... Creating Corporate Sustainability • ENERA Rapidreach provides an automated emergency notification solution for emergency response groups, business continuity teams and disaster recovery planners. • SunGard AssuranceNM (Notification Manager) is an automated data integration provides situational awareness and reliable communication in times of need. • eBRP has an integrated notification system which provides with emergency notifications Popular Notification Tools
- 37. 37 Process Excellence and Resilience... Creating Corporate Sustainability Our Key Workshops • All workshops can be scheduled as in-house as well • Get in touch for full details: info@continuityandresilience.com
- 38. 38 Process Excellence and Resilience... Creating Corporate Sustainability BS 11200:2014 • Crisis Management – Guidance and good practice
- 39. 39 Process Excellence and Resilience... Creating Corporate Sustainability Was this talk useful? Poll 1
- 40. 40 Process Excellence and Resilience... Creating Corporate Sustainability Would you like to have more details about any of these? Poll 2
- 41. 41 Process Excellence and Resilience... Creating Corporate Sustainability Would you like to invite your friends/ colleagues to our future webinars (which are always FREE)? Poll 3
- 42. 42 Process Excellence and Resilience... Creating Corporate Sustainability Thanks! Let us stay in touch d.sood@continuityandresilience.com
- 43. 43 Process Excellence and Resilience... Creating Corporate Sustainability CONTINUITY & RESILIENCE Email: info@continuityandresilience.com Website: www.continuityandresilience.com http://www.coreconsulting.ae/ 43