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7/31/2019 A Better Way to Manage Complex Operations and Respond to Crises - Case Study
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Zabo 1 h 4
CASO ST_D^
TLN An|zh|tsSt|oagineneb dani~ hzo|atnhes aed c|nsns |oszheso rntf GnssnheGhdo
TLN) a dn}nsnhe h alo|tns an|zh|ts) ns a z|necnzai chgzae~ tfat
hres h| hzo|atos onbft neto|eatnheai an|zh|ts ne Ou|hzo) tfo
_%S% aed Iatne Ago|nca% Heo h TLNs ia|bost an|zh|ts ns Ihedhe
Iuthe An|zh|t) rfncf faedios h}o| > gniinhe zassoebo|s oacf
~oa|% Oacf an|zh|t fas a chet|hi coeto| usod th chh|dneato ac'
tn}ntnos ac|hss tfo acnint~%
A uedagoetai tas` h tfo hzo|atnhes toag tf|hubfhut tfo
da~ ns th t|ac` o}oets as tfo~ fazzoe% Ae o}oet chuid lo as
|hutneo as a auit~ dhh| ne tfo to|gneai h| as ngzh|taet as a uii
ogo|boec~%
T|adntnheaii~) a gaeabogoet ihb ras `ozt usneb Gnc|hsht
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gatnheai zu|zhsos dani~% At tfo oed h oacf sfnt) stam rhuid
cheduct ovtoesn}o faedh}o| gootnebs th |o}nor tfo ihb% Tfns
azz|hacf ras eht hei~ tngo chesugneb) lut gh|o ngzh|taeti~)
nt ras o||h|'z|heo locauso neh|gatnhe chuid bot ihst aed ras
eht uzdatod ch||octi~%
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ro|o datod) sneco dnst|nlutnhe hei~ fazzoeod heco h| trnco a
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TLN) hzo|ath| h onbft neto|eatnheai an|zh| tsac|hss tf|oo chetneoets) fad eh ocnoet gotfhdh ihbbneb dani~ o}oets% Ogzih~oos ro|o gaeu'aii~ t|ac`neb o}oets tf|hubf a tngo'chesugnebgaeabogoet ihb) rfncf ras z|heo th fugaeo||h|) as roii as dncuit th uzdato aed sfa|o rntfhtfo| gaeabo|s%
Cfaiioebo
TLN soa|cfod h| a z|hb|ag tfat rhuid aiihr
uso|s th nggodnatoi~ ehtn~ `o~ sta ne tfo o}oeth ae ogo|boec~) and tfo toag ne ast |oshiutnhes)aed ogzih~ accu|ato aed |aznd |och|d oozneb%Mnedneb a ra~ th st|oagineo tfo ihb z|hcoss aed`ooz o}o|~heo neh|god h necndoets ne |oai'tngorhuid }asti~ ngz|h}o tfo succossui hzo|atnhe h
TLNs an|zh|ts%
Shiutnhe
Ato| ae ovfaustn}o soa|cf) TLN soioctod Gnssnhe'Ghdos necndoet gaeabogoet aed ehtnmcatnhes~stog% Hzo|atnhes gaeabo|s cae ihbne th tfon|GnssnheGhdo s~stog at ae~ tngo th soo ae h}o|'}nor h tfo da~s hzo|atnhes) |oducneb tfo eood
h| dotaniod gootnebs lotrooe sfnts% Foad hcosta cae soo actn}ntnos ta`neb ziaco tf|hubfhuttfo an|zh|ts) |hg ae~ ihcatnhe%
\osuits
TLN uso|s ehr fa}o uz'th'tfo gneuto t|ac`nebh o}oets as tfo~ hccu|) iaedsndo aed an|sndo% Aiio}oets a|o |och|dod ne tfo GnssnheGhdo }n|tuaichggaed coeto| aed a|o accossnlio at ae~ tngoh| ihcatnhe% Tf|hubf GnssnheGhdo) TLN fas tfothhis th |ue ae ocnoet aed sao hzo|atnhe%
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bot ae h}o|}nor hm ae necndoet aed ta`o azz|hz|nato
actnhe th gnengnso nts ngzact%
Lhl B|afag) B|huz Lusneoss \ns` Gaeabo|) TLN
Sga|to| Ehtnmcatnhe Netob|atod Necndoet Gaeabogoet
ES
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Zabo < h 4
Th ngz|h}o saot~ aed om cnoec~) edneb a ra~
th st|oagineo tfo ihb z|hcoss aed `ooz o}o|~heo
neh|god h necndoets ne |oai'tngo ras ae ngzh|taet
|oqun|ogoet%
TLN aish eoodod th ngziogoet a ehtncatnhe thhi
th |azndi~ ehtn~ `o~ sta ne tfo o}oet h a c|nsns h|
hzo|atnheai necndoet% Mnedneb a s~stog tfat got lhtf
eoods ras ndoai%
Ato| ae ovfaustn}o soa|cf) GnssnheGhdo ras soioct'
od as tfo necndoet gaeabogoet s~stog at Ihedhe
Iuthe) Loiast Neto|eatnheai aed Ca|dn Neto|eatnheai
an|zh|ts%
Nentnai GnssnheGhdo Dozih~goet
Tfon| GnssnheGhdo s~stog ras uz aed |ueeneb ato|
a or da~s at oacf an|zh|t) aed tfo loeots ro|o ng'
godnatoi~ acfno}od% TLN usos trh GnssnheGhdo thhis;
Tfo Ehtncatnhe Coeto| aio|ts aed ehtnos tfo
|nbft zo|sheeoi ne tfo o}oet h ae necndoet%
Tfo Sntuatnhe Coeto| necndoet gaeabogoet
s~stog ns usod th ihb o}oets) chh|dneato tfo
|oszheso) aed oesu|o tngoi~ |oshiutnhe%
Rntf GnssnheGhdo) TLN uso|s a|o alio th `ooz a che'tneuhus ihb h o}oets as tfo~ fazzoe at oacf an|zh|t%
Hzo|atnhes gaeabo|s cae ihb ne at ae~ tngo tf|hubf'
hut tfo da~ th soo ae uz'th'tfo'gneuto h}o|}nor h
tfo da~s hzo|atnhes%
Tfns fas snbencaeti~ |oducod tfo eood h| dotaniod
faedh}o| gootnebs lotrooe sfnts% Ne addntnhe) nts
zhssnlio h| foad hm co sta) sucf as |ns` gaeabo'
goet aed saot~) th soo actn}ntnos ac|hss aii an|zh|ts
rfo|o}o| tfo~ a|o ihcatod%
Necndoet z|hios aed |oszheso ziaes cae lo z|o'
doeod ne GnssnheGhdo) rfncf ta`os tfo buoss'rh|`
hut h doto|gneneb tfo stozs |oqun|od ne tfo o}oet h
ae ogo|boec~%
Hzo|atnheai |ns` ns ae ngzh|taet aszoct hm o}o| ~da~
hzo|atnhes ac|hss TLN% Rntf GnssnheGhdo) ro cae
|o}nor o}oets as tfo~ a|nso aed ga`o st|atobnc aed
tactncai docnsnhes lasod uzhe bhhd quaint~ nemh|ga'tnhe suzzinod l~ oacf hzo|atneb macnint~%
Lhl B|afag) B|huz Lusneoss \ns` Gaeabo|) TLN
GnssnheGhdo ns aish a ehtncatnhe thhi% Rfoe ae u|'
boet necndoet hccu|s) ae aio|t cae lo soet th tfo |nbft
zo|sheeoi }na zfheo) SGS tovt gossabo) ogani) av)
h| zabo|% At tfo sago tngo) tfo necndoet ns ihbbod
aed toag goglo|s uso GnssnheGhdo th accoss
|oio}aet dhcugoets) assnbe aed uzdato tas`s) aed
|oshi}o tfo necndoet%
CASO ST_D^
TLN An|zh|ts
Tfo Sntuatnhe Coeto| necndoet gaeabogoet s~stog
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Zabo 3 h 4
Ehtn~neb sta alhut ae necndoet qunc`i~ ns a c|ntncai
stoz ne ae ogo|boec~% GnssnheGhdos aio|t ehtnnca'
tnhe aiihrs us th dh tfns) as roii as z|h}ndo necndoet
gaeabo|s rntf a ra~ th chgguencato aed |oshi}o tfonecndoet |hg rfo|o}o| tfo~ a|o ihcatod%
Lnii @ntcfoe) Mn|o So|}ncos Gaeabo|
Ca|dnm Neto|eatnheai An|zh|t
Rh|idrndo Dozih~goet
Ato| succossuii~ usneb GnssnheGhdo h| lhtf necn'
doet gaeabogoet aed ehtnmcatnhe h| gh|o tfae a
~oa|) TLN docndod th staeda|dn{o tfo uso h Gnssnhe'
Ghdo h| aii tfon| hzo|atnhes rh|idrndo%
GnssnheGhdo ns ehr dozih~od at an|zh|ts ne tfo _@)
Srodoe aed tfo _entod Statos) as roii as TLNs foad
h co ne Szane% Tfo s~stogs guitn'inebuai cazalnint~
oesu|os tfat zohzio cae chgguencato ne lhtf Oeb'
insf aed ihcai iaebuabos as eoodod%
GnssnheGhdo _sabo
TLNs s~stog ns sot uz h| tf|oo gakh| zu|zhsos;
O}o|~da~ t|ac`neb h iaedsndo aed an|sndo o}oets
As oacf o}oet fazzoes) nt ns ndoetnmod aed a ihb
gossabo ns c|oatod% Tfo Sntuatnhe Ihb ns a chgzioto
audnt |och|d h o}o|~tfneb tfat fas fazzoeod ne tfo
an|zh|t% Nts ae ndoai gocfaensg h| sfnt faedh}o|
aed gaeabogoet |o}nors h hzo|atnheai actn}nt~ at
ae~ tngo% Rfoe ae ngzh|taet o}oet fazzoes aed nts
ihbbod) uso|s cae zhst nt neth tfo dani~(roo`i~ dnbost
kust l~ h|ra|dneb tfo |oio}aet gossabos%
Mh| tfns zu|zhso) tfo neh|gatnhe ns oeto|od dn|octi~
neth GnssnheGhdo ne tfo Chet|hi \hhg) rfo|o aii
tfo nbft aed hzo|atnhes neh|gatnhe aed tfo CCT]
oods a|o gaeabod aed |o}norod% Tfo Chet|hi Coet|o
sta fas authehg~ th dn|oct zohzio th fhtszhts
&sucf as a labbabo lhttioeoc`.) aed gaeabogoet
cae |o}nor tfo status at ae~ tngo l~ |o}norneb tfo
actn}nt~ ne GnssnheGhdo%
Tngoi~) accu|ato gaeabogoet neh|gatnhe
Lhtf ihcai aed |oghto gaeabogoet toags fa}o
oas~ accoss th dotaniod necndoet neh|gatnhe) oesu|'
neb tfat tfo hzo|atnhes a|o |ueeneb ooctn}oi~ aed
tfat tfo |ns` ns loneb gaeabod z|hzo|i~%
Togziatos h| dnmo|oet t~zos h scoea|nhs
Ogo|boec~ ehtnmcatnhe) necndoet gaeabogoet aed
c|nsns chgguencatnhes eoods a|o aii z|odomeod as
togziatos% As shhe as TLN ns |oqun|od th ziaco sta he
staed'l~) tfo aio|t gossabo ns soet) aed |oszhedo|s
cae lobne ghlnin{neb tfo |oszheso%
Ne addntnhe) tfo Mn|o aed Zhinco doza|tgoets a|o che'
eoctod th tfo Sntuatnhe Ihb) sh tfo~ cae chet|nluto
aed |o}nor rfat ns fazzoeneb ne ae~ bn}oe sntuatnhe%
CASO ST_D^
TLN An|zh|ts
C|oato togziatos th oesu|o a chesnstoet |oszheso
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Zabo 4 h 4
\osuits
Oacf an|zh|t usos tfo Sntuatnhe Coeto| th t|ac`
lhtf |hutneo aed ovcoztnheai o}oets tfat cae
ooct hzo|atnhes% Ae audntod ihb z|h}ndos tfog
rntf tngoi~ hzo|atnhes neh|gatnhe th sghhtf
tfo t|aesntnhe lotrooe sfnts% Ad}nco |hg ovzo|ts
lhtf rntfne TLN aed hutsndo tfo h|baen{atnhe cae
lo ne}ntod th assnst ne ae~ sntuatnhe aed bot uz'th'
szood qunc`i~ l~ }norneb tfo necndoet ihb) tfo|ol~
|oducneb tfo zhtoetnai ngzact%
Ihedhe Iuthe An|zh|t gaeabogoet ns succossmui
rfoe tfo stamm cae ganetane chet|hi aed |oszhed th
o}oets he tfo b|hued% GnssnheGhdo ns ae ngzh|taetza|t hm hu| An|zh| t Chet|hi Coet|o% Nt z|h}ndos us rntf
a ihb hm o}oets du|neb tfo da~) rfncf ns dnst|nlutod
th hzo|atnheai gaeabogoet) aed nt z|h}ndos ae
ngzh|taet audnt t|ani hm rfat fas fazzoeod a|hued
tfo an|zh|t% GnssnheGhdo foizs us `ooz afoad hm tfo
sntuatnhe aed cihso nt dhre) hmtoe lomh|o nt oscaiatos%
Tfns sa}os tngo aed gheo~ aed oesu|os tfo an|zh|t
hzo|atos sghhtfi~%
\hbo| @hu``huiins
Boeo|ai Gaeabo|) An|mnoid Hzo|atnhes
Ihedhe Iuthe An|zh|t
Rntf GnssnheGhdo) accu|ato aed tngoi~ neh|gatnhe
ns accossnlio at ae~ tngo th o}o|~heo rfh eoods nt)
uitngatoi~ |osuitneb ne nec|oasod an|zh|t saot~ aed
sghhtfo| hzo|atnhes%
Rfoe a c|nsns hccu|s) GnssnheGhdo ns usod as tfo
z|necnzai thhi mh| chgzae~ chgguencatnhe% Ro fa}o
mhued tfat GnssnheGhdo |adncaii~ |oducos tfo tngo nt
ta`os th bot ae h}o|}nor hm ae necndoet aed ta`o az'z|hz|nato actnhe th gnengnso nts ngzact%
Lhl B|afag) B|huz Lusneoss \ns` Gaeabo|) TLN
Alhut GnssnheGhdo
GnssnheGhdo z|h}ndos heineo ehtnmcatnhe aednecndoet gaeabogoet shiutnhes th nedust|~'ioadneb
h|baen{atnhes ac|hss tfo bihlo% Ro foiz ~hu |oszhed
th necndoets gh|o qunc`i~ aed |oshi}o tfog gh|o
ooctn}oi~%
Hu| oas~ th uso Ehtnmcatnhe Coeto| soeds aio|ts
rntfne socheds) lut zhro|ui oatu|os a|o a}anialio
rfoe ~hu eood tfog% Nt aish fas uenquo cazalnintnos
sucf as aio|ts |och|dod ne ~hu| hre }hnco%
Tfo Sntuatnhe Coeto| ns a }n|tuai chggaed coeto|
h| chh|dneatneb ae~ t~zo h necndoet) |hg chgghe
hzo|atnheai dns|uztnhes th gakh| c|nsos% Nts a socu|oful h| chgguencatnhes) dhcugoets) ghenth|neb
tas`s) t|ac`neb toag status) aed gh|o%
Chetact us th ioa|e gh|o
nehJgnssnheghdo%chg
Eh|tf Ago|nca
622%633%22=3 &thii'|oo.
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CASO ST_D^
TLN An|zh|ts