How to Build and Apply a Global How to Build and Apply a Global Corporate HR Disaster Corporate HR Disaster

Management SystemManagement System

Tim TurnerTim TurnerRisk & Controls ManagerRisk & Controls Manager

Human Resources, Intel CorpHuman Resources, Intel Corp

ObjectiveObjective

At the end of this session, you should be At the end of this session, you should be able to:able to:––Define processes, templates and tools to prepare Define processes, templates and tools to prepare

to care for people needsto care for people needs

––Identify needed channels for communicationIdentify needed channels for communication

––Support business recovery objectivesSupport business recovery objectives

AgendaAgenda

Discuss HR preparedness Discuss HR preparedness –– 90 minutes90 minutes

Break Break –– 10 minutes10 minutes

Exercise (5 groups)Exercise (5 groups)––Prep Prep –– 40 minutes40 minutes

––Report out Report out –– 25 minutes25 minutes

Summary Summary –– 15 minutes15 minutes

TopicsTopics

Overall emergency management Overall emergency management preparationpreparation

Elements of HR planning (include crisis Elements of HR planning (include crisis leadership)leadership)––PeoplePeople

––ProcessesProcesses

––AssetsAssets

––CommunicationCommunication

Break out sessionBreak out session

IntroductionIntroduction

Tim Turner; Crisis ManagerTim Turner; Crisis Manager7 years of disaster management experience 7 years of disaster management experience –– War, network virus, hurricanes, fire, earthquake, tsunami, War, network virus, hurricanes, fire, earthquake, tsunami,

volcano, bombings, SARS, 9/11, etcvolcano, bombings, SARS, 9/11, etc

10 years experience with ERP systems and 10 years experience with ERP systems and processes:processes:–– SAP (FI/CO/MM/PP)SAP (FI/CO/MM/PP)–– PeopleSoft (HR)PeopleSoft (HR)

Educational background in accounting and MBAEducational background in accounting and MBAMarried with 6 childrenMarried with 6 children

Human ResourcesHuman Resources

Traditional Lifecycle:Traditional Lifecycle:Recruitment & hiring (comp & Recruitment & hiring (comp & benben))Payroll & reimbursementsPayroll & reimbursementsHealth Benefits (including dental, disability, life, EAP)Health Benefits (including dental, disability, life, EAP)Corporate stock administrationCorporate stock administrationRelocation & ImmigrationRelocation & ImmigrationEmployee CommunicationsEmployee CommunicationsTraining/Career Development (succession planning)Training/Career Development (succession planning)Performance evaluation (promotion, pay increase, discipline)Performance evaluation (promotion, pay increase, discipline)Employee relations (union)Employee relations (union)–– Open door escalationOpen door escalation–– Call CenterCall Center–– EthicsEthics

Retirement Services or TerminationRetirement Services or TerminationMiscMisc (Legal, Projects, M&A, Diversity, Org Development, etc)(Legal, Projects, M&A, Diversity, Org Development, etc)

Human ResourcesHuman Resources

Other areas to consider:Other areas to consider:Speaking to the pressSpeaking to the pressNotification to Notification to ““next of kinnext of kin””ExpatExpat evacuationsevacuationsDepartment specific Department specific communicationscommunicationsCrisis counselorCrisis counselor

BC Planning PrioritiesBC Planning Priorities

1.1. People Safety and SecurityPeople Safety and Security2.2. Emergency CommunicationEmergency Communication3.3. Emotional First AidEmotional First Aid

Mission: mobilize to ensure employee* Mission: mobilize to ensure employee* needs are met in the event of a crisisneeds are met in the event of a crisis

Planning Crisis ManagementPlanning Crisis ManagementRecovery

Communication Response

Emergency OperationsCorp Leadership / Coordination

HR Crisis Management

HR Leadership / Coordination

Site Plans/ Ops Plan/ IT/ Business Groups

Implementation / Sustaining

Generic plan for critical businessGeneric plan for critical businessPay EmployeesEnsure employees have unencumbered access to compensation

Financial Ensure we close the books and report quarterly financials

Unexpected Event

Emergency

Traumatic Event

Keeping the core business running

Exercising effective leadership

Returning business back to

Corp Emergency Operations

NetworkEnsure IT infrastructure is available

BuildEnsure factory can build core products

usual

Keeping the core business running

Exercising effective leadership

Returning business back to usualProcure

Ensure raw materials are procured and paid for

LogisticsEnsure finished goods are shipped to customer

CommunicationsMake sure messages to employees, customers and outside sources are accurate and timely

Elements of Crisis ManagementElements of Crisis Management

Physical Assets

Employee

Processes

Communicate

Ensuring all departments

have continuity

plans

DrillsDrills

EmployeesEmployees

Who are you going to call?Who are you going to call?And, what are they doing?And, what are they doing?

Employees and first responders Employees and first responders must be personally preparedmust be personally prepared

BC plans should encompass nonBC plans should encompass non--””8 to 58 to 5”” emergency

Asset

EE

Process

emergency

Common HR PrioritiesCommon HR Priorities

1.1. People Safety and Security People Safety and Security ((ExpatExpat EvacEvac if needed)if needed)2.2. Emergency CommunicationEmergency Communication3.3. Emotional First AidEmotional First Aid

4.4. Business & System RecoveryBusiness & System RecoveryA.A. EmployeeEmployee’’s should have access to their pays should have access to their payB.B. EmployeeEmployee’’s are familiar with health and compensation s are familiar with health and compensation

benefitsbenefitsC.C. NonNon--critical processes have appropriate planscritical processes have appropriate plans

Once HR has mitigated the people side of the crisis, the focus turns to payroll as

the top business priorityAsset

EE

Process

Workplace Violence PreventionWorkplace Violence PreventionHR MgmtMake recommendations inrelated issues including:- Discipline - Termination- Movement

WRT CORE TEAM

OH Liaison between employee and healthcare provider

HR LegalCompliance Oversight, Coaching and leadership

Doing what is best for EE’s & Company

Proactive resoluti

Security OperationsRelationship with local law enforcementEmployee safety

InvestigationsBackground investigations

on of issues

Coordinated decision-making

Doing what is best for EE’s & Company

Proactive resolution of issues

Coordinated decision-making

WPV

Traumatic Events

Asset

EE

Process

HR is a key partner in resolving threats

Emergency CommunicationEmergency Communication

Internal Website

ExternalWebsite

Toll free numbers

HR Call centersTravel

HR ensures robust employee communication channels. (working with Public Relations)

E-mail

CorpOperators

Primary

Secondary

News

Asset

EE

Process

Process: manual BC plansProcess: manual BC plans

Providing pay advance to employees in absence of Providing pay advance to employees in absence of payroll systems payroll systems –– Cost/benefit for DR capability verses cost of system Cost/benefit for DR capability verses cost of system

reconciliation, requires collaboration with IT & HRreconciliation, requires collaboration with IT & HR

–– Defining advances with employeesDefining advances with employees

Suppliers must be involved from the beginningSuppliers must be involved from the beginning–– Banks, health benefits, Retirement, etcBanks, health benefits, Retirement, etc

Little things get blown out of proportionLittle things get blown out of proportion–– Leave of Absence, Termination, New hires, etcLeave of Absence, Termination, New hires, etc

Asset

EE

Process

Processes: core systemsProcesses: core systems

Effective coordination with business groups on Effective coordination with business groups on system process prioritysystem process priority–– What is your top priority when systems are responding What is your top priority when systems are responding

slowlyslowly–– Ability to manage users during 100% CPU utilizationAbility to manage users during 100% CPU utilization–– Segregating core systems for containmentSegregating core systems for containment–– Understanding process bottle necks to ensure additional Understanding process bottle necks to ensure additional

resources can be utilizedresources can be utilized

Go/No Go decision processGo/No Go decision processIT understands business objectivesIT understands business objectivesFail back process is understood; sometime the Fail back process is understood; sometime the clean up of DR processes is the most costly aspect clean up of DR processes is the most costly aspect of BCof BC

Asset

EE

Process

Process: Supplier managementProcess: Supplier management

Include BC expectation upfront with Include BC expectation upfront with RFP processRFP process––Define BC expectation on recovery Define BC expectation on recovery

proceduresprocedures

––Include quality and security measuresInclude quality and security measures

––Identify communication needs with Identify communication needs with employees during unexpected eventsemployees during unexpected events

Ensure consistent supplier evaluationsEnsure consistent supplier evaluations––Discuss supplier BC capabilities on a Discuss supplier BC capabilities on a

regular basisregular basis

––Annual supplier performanceAsset

EE

Process

Annual supplier performance

Asset PlanningAsset Planning

This includes not only the safe and secure work This includes not only the safe and secure work environmentenvironment–– Initial concern for alternate worksite with ergonomic Initial concern for alternate worksite with ergonomic

cubicles that includes network access, restrooms, cubicles that includes network access, restrooms, building security, etcbuilding security, etc

–– Exempt employees may need home office, laptops, VPN Exempt employees may need home office, laptops, VPN supportsupport

But also, this is special equipmentBut also, this is special equipment–– Check printersCheck printers

–– Call center phonesCall center phones

–– Special laptop computersSpecial laptop computers

–– Check stock, pens, envelops, stampsCheck stock, pens, envelops, stamps

–– Time clocks with cardsAsset

EE

Process

Time clocks with cards

DrillsDrills

Test the BC capability using current eventsTest the BC capability using current events–– Build realistic drill scenarios that test specific areas of yourBuild realistic drill scenarios that test specific areas of your

BC planBC plan–– Ask yourself: what is different about this potential threat Ask yourself: what is different about this potential threat

and what will it test? (example: H1N5 will test emotional and what will it test? (example: H1N5 will test emotional response)response)

If you have global operations, test the ability to If you have global operations, test the ability to follow the sunfollow the sun–– How is status communicated and passed down (location, How is status communicated and passed down (location,

templates, timeliness, etc)templates, timeliness, etc)–– Who is the crisis manager throughout the 24x7 coverageWho is the crisis manager throughout the 24x7 coverage

Be careful of too many cooks in the kitchenBe careful of too many cooks in the kitchen–– How do global organizations align with teamsHow do global organizations align with teams

Functionally test the HR lifecycle (hire, benefits, Functionally test the HR lifecycle (hire, benefits, pay, relocate, promote, retire, terminate, etc)pay, relocate, promote, retire, terminate, etc)

SummarySummary

#1 priority is about the people#1 priority is about the peopleEvery unexpected event has put the Every unexpected event has put the ““spot lightspot light”” on on HRHRHR is one of many mission critical operations at the HR is one of many mission critical operations at the corporate level corporate level –– employee pay must to be employee pay must to be integrated in corporate plansintegrated in corporate plansPeoplePeople’’s response and expectations will be s response and expectations will be unknownunknownPersonal preparedness does impact the companyPersonal preparedness does impact the company’’s s recovery capabilityrecovery capabilityTrust in the planning process; focus on supporting Trust in the planning process; focus on supporting the first responders during an eventthe first responders during an event