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Insight Consulting Planning for the Unexpected Simon Langdon, Principal Consultant

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Page 1: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

Planning for the Unexpected

Simon Langdon, Principal Consultant

Page 2: Microsoft PowerPoint - S Langdon [Read-Only]

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

Page 3: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

What Are The Risks?

NaturalTechnological

Man Made

Page 4: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

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

Page 5: Microsoft PowerPoint - S Langdon [Read-Only]

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

Page 6: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

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

Page 7: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

Impact

The response to an emergency incident grows with the impact

Incident

ImpactLocal

Regional

Global

Page 8: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

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

Page 9: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

Crisis Management Process

Find out what has happened

Identify priorities

Take action

Communication and Co-ordination

Page 10: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

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

Page 11: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

The ‘Executive’

Corporate

Departmental

Strategic

Tactical Crisis Management Team

Framework

Page 12: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

Crisis ManagementInvocation

Suppliers and Resources

Financial Investments

Business Recovery Plans

Crisis Management and Business Recovery

2 Recovery

Immediateresponse1

Page 13: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

Safety of people

Assets

Business priorities

What will it take account of?

Crisis Management

Page 14: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

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?

Page 15: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

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

Page 16: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

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

Page 17: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

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

Page 18: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

Process - Time Line

Incident

Recovery

StrategyStatus ReportIncident Report

React Act

Golden Hour

Page 19: Microsoft PowerPoint - S Langdon [Read-Only]

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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

Page 20: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

Best Practice

DefinitionCharacteristicsHuman FactorCrisis Management ProcessDecision MakingCommunicationsHandling the MediaCrisis Management Team ExercisesAide-memoire

Page 21: Microsoft PowerPoint - S Langdon [Read-Only]

Insight Consulting

Insight ConsultingPart of Siemens Communications

www.siemens.co.uk/insight+44 (0)1932 241000

Security, Compliance and Continuity