Best-in-Class Crisis Preparation: Maximize Readiness with the Four T’s
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Transcript of Best-in-Class Crisis Preparation: Maximize Readiness with the Four T’s
Best-in-Class Crisis Preparation:Maximize Readiness with the Four T’s
Robert EdsonVice President, Global Sales and Marketing
Business Continuity Readiness Overview
Business Continuity Management (BCM) as a
discipline continues to develop rapidly, but…
Source: CI/KPMG 2013-2014 Benchmark Study
“75% of
companies worldwide are failing in terms of Disaster Readiness”
Source: Disaster Recovery Preparedness Benchmark Survey, 2014
MissionMode Readiness Survey
Average respondent Readiness Score only 58/100!
MissionMode Readiness Survey (cont.)
• 60% of respondents have underdeveloped planning/testing
MissionMode Readiness Survey (cont.)
• Only 20% have detailed templates and collaboration tools in place
Best-in-Class Crisis Preparedness
KPI’s
Team
Templates
Testing
Tools
BCM is Hard. Many programs have yet to reach their goals
• The Four T’s Approach provides a framework for success
• Success multiplies when program linked to specific KPIs
Right Team – Executive Sponsorship
Multiple studies have shown the linkage between
C-Level involvement and BCM Program success
Executive Sponsor Roles
• Select/review BCM team leadership
• Secure funding to support BC/DR initiatives
• Lead steering committee
• Weigh-in on key decisions
• Request/review key metrics
• Create a business continuity
culture
Right Team – BC Team Roles
63% of companies claim between 0-2 of full-time employees
dedicated to BC/DR.
Let’s Explore Three Key Roles:
BCM Director/Lead Functional Leads External Stakeholders
Case Study: Creating a Continuity Culture – Gap, Inc.
Challenge: Building relevancy for a new global
business continuity program in an organization
that had only spotty BC/DR initiatives previously
Keys to Success:
• Clear “Source of Power”
• Short chain of command to executive sponsor
• Company wide visibility
• Foster team-wide relationships/break-down organizational silos
• Technology-driven processes
• Celebrate wins
The Right Templates
What templates are required depends
on the event types you need to
prepare for. Top threats include:
1. Severe Weather
2. IT Issues (outages, breach, virus…)
3. Power Outages
4. Natural disaster (flood, earthquake)
5. Physical Violence
6. Fire
7. Epidemic
8. Product delivery/quality
9. Scandal/reputation
10. Theft
Team ID
• Primary
• Alternates
Risk Assessment
• Situation Monitoring
• Team Activation
Impact Assessment (Go/No Go)
• Impact Assessment
• Go / No Go Decision
Template Creation
Response Planning
• Communications
• Functional Assessment
• Plan Checklists
Recovery
• Communications
• Damage Assessment
• Repair planning
• Vendor Impacts
Metrics Review
• Pre-Event ID
• Decision Speed
• Communication effectiveness
• Recovery speed
Case Study – Xcel EnergyStandardizing Incident Management
Challenge: Poor response record to outages based on
siloed approach to emergency response
Keys to Success:
• Regulatory driven requirement to improve metrics
• Top-down mandate to create standardized approach
• Lead appointed to champion enterprise-wide effort
• Flexible tool selected to pre-populate templates (teams
members, contact preferences, messages, task lists)
• Standard process, customizable by division – flexibility
• System applied to both emergency and routine
operational events
Drills – Practice Makes Perfect
Writing a plan on paper and making
it work in a real emergency are
wildly different. Testing critical for:
• Team training
• Breaking departmental silos
• Validating plan effectiveness
• Testing support tool configuration
How to Run a Successful Test
The Right Tools:Incident Management in the Digital age
Business Continuity has gone virtual for good reasons:
• Redundancy/systems access key in an emergency
• Increasing geographic dispersion of BCM teams
• Simplified information access speeds decision
making
• Affordable, easy to use tools
remove barriers to automation
Key Functionality for BCM Efficiency
Effective
Communications
Simplified Project
Management
• Intelligent Alert system• Escalates alerts across devices• Personalized message delivery• GIS mapping for location-
specific alerts• 2-way messaging with one
touch response• Easily integrates with IT systems• Real-time dashboard for
delivery/receipt
• Virtual Collaboration Platform• Pre-populated templates
• Messages• Task checklists• Document library
• Centralized event dashboard• Operational logs with time
stamping• Intelligent alerting• Rich media sharing• Mobile app
Case Study: Driving Efficiency with better tools - Birmingham Airport
Challenge: Consolidated emergency response teams across the
airport. Needed paperless, centralized system for logging and
managing both routine operational and emergency issues.
Keys to success:
• Ease of use
• Accessible anytime/anywhere
• No need to change current processes – easy start up
• Logged activities are time/date stamped for regulatory compliance
• Centralized dashboard of events allows management to get up to
speed quickly – great for shift changes
• Use system daily – becomes second nature vs. only for crises
Metrics Matter
Most commonly tracked metrics:
• Completion of drills
• Incident response performance
• Completion of objectives
• Awareness generation
• Operational performance
(SLAs)
BCM programs that systematically track and report on key performance indicators reach maturity faster.
Source: Continuity Central Survey
Don’t be a Statistic
• 25% small businesses close each year due to inability to recover from a disaster
• 180 of 350 businesses shut down in the World Trade Center disaster never reopened
Instead…Build BCM Program Maturity with
the Four T’s Approach
Questions?
Thank You!