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Insight Consulting
Planning for the Unexpected
Simon Langdon, Principal Consultant
Insight Consulting
CrisisAn abnormal situation or perception, which threatens the operation, staff, customers or reputation of an organisation
Crisis ManagementThe process by which the organisation manages the wider impact of a crisis, such as media coverage
Definitions
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What Are The Risks?
NaturalTechnological
Man Made
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Crisis or Disasters – The Risk
Good practice is therefore to develop a generic planto enable a focused and effective response to any major incident, of whatever magnitude, whenever
and wherever it might occur
? Whilst some risks can be identified, it is difficult to
predict exactly what might happen, when or where
Insight Consulting
?
Characteristics of Disasters
Disasters cannot be put into boxesor contained within boundaries
They are no respecters of people, buildings, companies, services or local, national or international government
No boundariesThey bring chaosNot sure when they will happenNot sure where they will happenNot sure who will be available
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Characteristics
Key principles, therefore, include:Responsibility at a local levelCo-ordination throughout the Group
Major incidents or disasters are often geographic – the immediate effect is local from where the impact might spread rapidly
Communication is key
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Impact
The response to an emergency incident grows with the impact
Incident
ImpactLocal
Regional
Global
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Response must be Proportionate to the Incident
The response must be integrated fromthe individual, to all parts of the organisation,
to external organisations
Response Incident
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Crisis Management Process
Find out what has happened
Identify priorities
Take action
Communication and Co-ordination
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Crisis Management Process
Crisis Management Team
CollateAnalyse
Assess impactResolve conflicts of interest
Action
Status report
Emergency TeamsDepartments
INTERNAL Departments,
etc
EXTERNAL Customers, Suppliers,
Regulators, etcBrief
Media
Information
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The ‘Executive’
Corporate
Departmental
Strategic
Tactical Crisis Management Team
Framework
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Crisis ManagementInvocation
Suppliers and Resources
Financial Investments
Business Recovery Plans
Crisis Management and Business Recovery
2 Recovery
Immediateresponse1
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Safety of people
Assets
Business priorities
What will it take account of?
Crisis Management
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Decisions - What do you Need to Know?
Who is going to give you the information?
What will you do with the information?
Who do you need to inform?
Who else might you communicate with?
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Identify possible issues
ie. decisions that need to be taken and when
Where does authority for these decisions lie now?
Does the authority need to be delegated to facilitate a timely response?
Business Priorities – Decision Tree
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Handling the Media
Single point of communication to the outside world
Consistency of message with the Emergency Services
Delivery of reassurance to consumer, investor and staff
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CMT: Meeting Room Layout
X
X
X
X
X
X
X
X
X
X
X
X
X
X
CommunicationsCommunications
Chairman
PA (Minutes)
Communications
HR
Fixed Interest
Equities
UK Retail
Distribution
Operations
Int Operations
Legal
IssuesIssues
StatusStatus
Company Secretary
PA
Comms
Admin Supportin adjacent room
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Process - Time Line
Incident
Recovery
StrategyStatus ReportIncident Report
React Act
Golden Hour
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Exercise - Objectives
Raise awarenessValidate the Crisis Management PlanConfirm:
Membership of the Crisis Management TeamRoles and ResponsibilitiesTasks
Train members of the Crisis Management TeamIdentify any issues that need to be resolved
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Best Practice
DefinitionCharacteristicsHuman FactorCrisis Management ProcessDecision MakingCommunicationsHandling the MediaCrisis Management Team ExercisesAide-memoire
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Insight ConsultingPart of Siemens Communications
www.siemens.co.uk/insight+44 (0)1932 241000
Security, Compliance and Continuity