stronger, fitter, better: crisis management for the …...it protects assets, including people,...
TRANSCRIPT
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Stronger, Fitter, Better: Crisis Management for the Resilient EnterpriseApril 2019
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Crisis ManagementWhat is it and why is it important
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Crises often have unforeseen impacts that can jeopardize the critical assets, reputation, and financial standing of an organization or community.
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Crisis ManagementWhat is a Crisis?
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Crisis Management
What is Crisis Management and how can you leverage it?
Major crises demand the very best from organizations, a time where they need to rise to the occasion, and respond with resilience and character. That means preparing, predicting, preventing, managing, and recovering - so they emerge stronger.
Even organizations with sophisticated crisis management protocols can fail to anticipate new (or previously unforeseen) threats, as well as the broader range of adverse possibilities. Still others miss the hidden opportunities to create competitive advantage in how they respond.
Standards define crisis management as the development and application of the organizational capability to deal with crises.
What is it and why is it important
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Crisis Management
Why is Crisis Management important?
Crisis Management prepares organizations to deal with both foreseeable and unexpected events that threaten to have an impact on the organization; to limit their impact, and to manage them to resolution in an effective and timely manner.
It protects assets, including people, brand, reputation and property - these may take years to build, but can be destroyed in a moment.
What is it and why is it important
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Elements of the target-state Crisis Management (CM) FunctionBuilding blocks to set-up a high performing CM Function
An overarching Framework and Structure aligns and harmonizes siloed response structures and plans
Defined Roles and Responsibilities clearly articulate who is responsible for assessing, elevating, and making decisions
Strong Leadership ensures the right leaders are trained and tested in managing high-stress situations
Stakeholder Management elevates engagement (beyond communication) with regulators, clients, and employees early and often (not just during an event)
Actionable Intelligence and Reporting helps to enhance anticipation of potential events and establish a common operating picture
Capability Building drives a high-performing training and development program
Authoritative Governance establishes how Crisis Management draws its authority and receives funding
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Where Do Organizations StandDeloitte 2018 Crisis Management Survey
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Our 2018 crisis management survey found that most organizations must still overcome several challenges to be ready to navigate a crisis.
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New findingsSurvey of senior executives explores crisis preparedness
Deloitte recently published its report Stronger, Fitter, Better: Crisis Management for the Resilient Enterprise, based on a survey covering 20 countries in five global regions:
• North America;
• Latin America;
• Europe;
• Middle East/Africa; and
• Asia/Pacific.
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Crises are on the riseAre organizations prepared?
More than 500 crisis management, business continuity, and risk senior executives across 20 countries were interviewed to explore the latest trends and challenges in crisis readiness for their organizations…
The magnitude and number of crises is on the rise
Nearly 60% believe organizations face more crises today than 10 years ago.
80% of organizations worldwide have had to mobilize their crisis management teams at least once in the past two years.
Cyber and safety incidents top the list of crises requiring management intervention.
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Crises are on the riseAre organizations prepared?
31%
Asia/Pacific, Middle East, and Africa reported more crises in the past 2 years than other regions.
Only 31 percent of organizations with a crisis plan report that finances had been negatively impacted by a recent crisis compared to 47 percent of organizations without a plan.
47%
compared to 47 percent of organizations without a plan.
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Analysis revealed five central insightsKey Findings
Experiencing a crisis teaches organizations to avoid them. Undergoing a crisis galvanizes organizations to prioritize detecting and preventing crises in addition to managing them.
Leaders need more development for crisis management. Helping leaders display their full range of competencies under the extreme pressures of a crisis can support effective decision-making and communication when they are most needed.
Confidence outstrips preparedness. A company’s confidence in its crisis management capabilities does not always commensurate with its level of preparedness.
Being at the ready significantly reduces the negative impact of a crisis. This is especially true if senior management and board members have been involved in creating a crisis plan and participate in crisis simulations.
Third-parties are part of the problem—and the solution. A number of companies are including partners and other outside organizations in crisis planning.
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Experiencing a crisis teaches organizations to avoid them
Nearly 90 percent of organizations have conducted reviews, mostly internally, following a crisis. The major insight for these examinations is that, although recent crises were not always foreseen, they might have been averted.
33% 27% 26%
Improve detection and earlywarning systems
Invest more effort inprevention
Do more to better identifypotential crisis scenarios
Base: All respondents who experienced a crisis in the past two years (n=421)Source: Deloitte 2018 global crisis management survey
Top lessons learned from having experienced a crisis:
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Experiencing a crisis teaches organizations to avoid them
Base: All respondents who experienced a crisis in the past two years (n=421)Source: Deloitte 2018 global crisis management survey
Additional lessons learned from having experienced a crisis:
18%
Better define the chain of command for specific
scenarios
14%
Communicate more effectively with business
partners / alliances
17%
Communicate more effectively with
employees
8%
Monitor social media as a means of
detection
15%
Execute a more timely and robust
communications plan
8%
Communicate more effectively with
customers
15%
Conduct better pre-crisis planning with emergency
response teams
4%
Communicate more effectively with
suppliers
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Effective leadership during a crisis is a top challenge
The effectiveness of leadership and decision-making is one of the greatest crisis management challenges. Organizations can help leaders become crisis leaders by:
Organizing leaders ahead of time.
Training leaders in the tools and techniques that can help them through a crisis and stress testing these learnings.
Identifying, improving, and counter balancing for leadership tendencies and styles.
21 percent of organizations with board participation in their crisismanagement plan say crises have declined over the decade.
24 percent of crisis managementleaders cite effective leadershipand decision-making as one ofthe greatest crisis managementchallenges.
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Confidence outstrips preparednessOrganizations feel more confident in confronting some types of risks rather than others.
90%Ability to tackle system failures
89%Ability to respond to regulatory
and policy changes
88%Ability to respond to corporate
scandals
87%Ability to respond to cyber attacks
This year’s study found dramatic gaps between a company’s confidence in its ability to respond to different types of crises
and its level of preparedness for those
crises.
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Confidence outstrips preparednessOrganizations feel more confident in confronting some types of risks rather than others.
Organizations believe they’re
ready for a crisis, but most haven’t tested
that belief.
What we recommend:: Don’t assume,
test.
60
70
70
71
72
76
79
79
79
86
87
88
89
90
16
33
22
12
12
22
37
22
19
20
53
17
25
50
0 10 20 30 40 50 60 70 80 90 100
Terrorist attacks
Natural disasters
Product recalls
Political unrest
Societal or political activism
Transport accidents
Industrial accidents
Health scares
Industrial action
Corporate or strategic failure
Cyberattacks
Corporate scandals
Regulatory or policy changes
System Failures
Confidence levels versus simulation levels
Conducted simulation exercise Confident could effectively respond
Base: All respondents (n=523)Source: Deloitte 2018 global crisis management survey
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Driving the Crisis Management AgendaConsiderations
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Major crises demand the very best from organizations. Organizations need to rise to the occasion, and respond with resilience and character. That means preparing, predicting, preventing, managing, and recovering-so they emerge stronger.
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Driving the Crisis Management AgendaStronger, Fitter, Better: A Phase Approach to Progressive Maturity
Crises can present opportunities for organizations to emerge stronger, enabling them to build more effective capabilities at all stages of the crisis and resilience lifecycle.
Understand the full implications of the organization’s risk
landscape
Prevent crises, manage issues, and prepare for the worst
Respond to, and recover from, crises and keep business
running
Learn, rebuild, and emerge stronger
Risks Issues Crisis Newnormal
Currentstate
Futurestate
Identify Assess Prevent Prepare Respond Recover LearnEmergestronger
Manage Business as usual
Source: Deloitte analysis.
Truly effective crisis management goes
beyond being reactive and simply protecting
existing value. It also enables
resilience and powers future performance, thereby enabling an
organization toemerge stronger.
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Driving the Crisis Management AgendaThoughts & Considerations
Overall, how mature do you think your
organization's crisis preparedness is?
How confident, if at all, are you that your organization could
effectively respond to crisis scenarios?
Do you think organizations nowadays
are facing more, fewer or about the same number of
crises compared to 10 years ago?
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Driving the Crisis Management AgendaThoughts & Considerations
Does your organization have a crisis management plan? That is, a plan distinct from
other resilience plans such as business continuity and
incident management plans.
Are external parties which would be involved in a real
crisis response - such as key customers, suppliers, partners, government
agencies or regulators -incorporated into your crisis preparedness programme?
What components of your crisis response plan, if
any, are your organization's board, Non-executive directors and /
or Board-level committees involved with?
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Driving the Crisis Management AgendaThoughts & Considerations
Has your organization conducted a crisis simulation exercise
against specific crisis scenarios in the past three
years?
Looking at crisis preparedness first,
thinking specifically about your organization, what are the most significant challenges to effective crisis preparedness?
Has your organization's senior leadership team taken part in a crisis
exercise or simulation in the last three years?
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Driving the Crisis Management AgendaWhat to Tackle: Structured Improvement
Program Development:
A comprehensive approach to develop the capability to be poised to respond to a full range of crisis types. Build on your existing plans and enhance critical aspects:
Governance Organizational alignment Response structure Crisis decision-making Crisis communications Capability development
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Driving the Crisis Management AgendaWhat to Tackle: Simulations
Crisis SimulationsCrisis simulations provide insights into an organization’s readiness to manage crisis situations effectively. It’s an investment that can pay off immediately and for many years to come, if sustained through a regular and progressive program. Below are the list of benefits that the organization’s management can attain through simulations:
Confidence
Clarity of roles and responsibilities
Speed and efficiency
Control and coordination
Improved communications
“A Crisis Management exercise simulates crisis conditions and provides for the opportunity for people to practice their roles and gain proficiency in the roles of the Crisis Management plan.”ISO 22390 – Societal Security –Guide for Exercising and Testing
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Driving the Crisis Management AgendaWhat to Tackle: Simulations (cont’d)
Crisis Simulations: Maturity ModelDepending upon the purpose of the simulation, the scenario design, and the resources available, simulation approaches will vary. Below are the various types of simulations:
Increasing Maturity
PreparedRehearsed
Aware
Definition • Individual and teams are aware of crisis management roles and responsibilities
• Basic understanding of how to use processes and tools defined in crisis management supporting documents
• Individuals and teams have practiced in applying crisis management processes and tools, including application of experiential judgement
• Supporting plans / procedures validated
• Individuals and teams are trained, motivated, and engaged – a culture of preparedness
• Senior executives and stakeholders are confident that incidents of any nature can be managed in a controlled way
Simulation (Types)
Desktop• Training based• Informative• Consensus building• Walkthrough scenarios,
passive environment
Simulation • Practice crisis management roles
and processes• Examine assumptions• Increased pressure and focus on
timely decision making • Scripted, active environment
War games• Stress-test assumptions• Worst-case scenarios• Cross group involvement• Free play, interactive, resistant
environment
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Driving the Crisis Management AgendaWhat to Tackle: Simulations (cont’d)
Crisis Simulations: Maturity ModelDepending upon the purpose of the simulation, the scenario design, and the resources available, simulation approaches will vary. Below are the various types of simulations:
Increasing Maturity
PreparedRehearsed
Aware
Definition • Individual and teams are aware of crisis management roles and responsibilities
• Basic understanding of how to use processes and tools defined in crisis management supporting documents
• Individuals and teams have practiced in applying crisis management processes and tools, including application of experiential judgement
• Supporting plans / procedures validated
• Individuals and teams are trained, motivated, and engaged – a culture of preparedness
• Senior executives and stakeholders are confident that incidents of any nature can be managed in a controlled way
Simulation (Types)
Desktop• Training based• Informative• Consensus building• Walkthrough scenarios,
passive environment
Simulation • Practice crisis management roles
and processes• Examine assumptions• Increased pressure and focus on
timely decision making • Scripted, active environment
War games• Stress-test assumptions• Worst-case scenarios• Cross group involvement• Free play, interactive, resistant
environment
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Driving the Crisis Management AgendaWhat to Tackle: Simulations (cont’d)
Crisis Simulations: Maturity ModelDepending upon the purpose of the simulation, the scenario design, and the resources available, simulation approaches will vary. Below are the various types of simulations:
Increasing Maturity
PreparedRehearsed
Aware
Definition • Individual and teams are aware of crisis management roles and responsibilities
• Basic understanding of how to use processes and tools defined in crisis management supporting documents
• Individuals and teams have practiced in applying crisis management processes and tools, including application of experiential judgement
• Supporting plans / procedures validated
• Individuals and teams are trained, motivated, and engaged – a culture of preparedness
• Senior executives and stakeholders are confident that incidents of any nature can be managed in a controlled way
Simulation (Types)
Desktop• Training based• Informative• Consensus building• Walkthrough scenarios,
passive environment
Simulation • Practice crisis management roles
and processes• Examine assumptions• Increased pressure and focus on
timely decision making • Scripted, active environment
War games• Stress-test assumptions• Worst-case scenarios• Cross group involvement• Free play, interactive, resistant
environment
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Driving the Crisis Management AgendaWhat to Tackle: Simulations (cont’d)
Crisis Simulations: Maturity ModelDepending upon the purpose of the simulation, the scenario design, and the resources available, simulation approaches will vary. Below are the various types of simulations:
Increasing Maturity
PreparedRehearsed
Aware
Definition • Individual and teams are aware of crisis management roles and responsibilities
• Basic understanding of how to use processes and tools defined in crisis management supporting documents
• Individuals and teams have practiced in applying crisis management processes and tools, including application of experiential judgement
• Supporting plans / procedures validated
• Individuals and teams are trained, motivated, and engaged – a culture of preparedness
• Senior executives and stakeholders are confident that incidents of any nature can be managed in a controlled way
Simulation (Types)
Desktop• Training based• Informative• Consensus building• Walkthrough scenarios,
passive environment
Simulation • Practice crisis management roles
and processes• Examine assumptions• Increased pressure and focus on
timely decision making • Scripted, active environment
War games• Stress-test assumptions• Worst-case scenarios• Cross group involvement• Free play, interactive, resistant
environment
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Driving the Crisis Management AgendaWhat to Tackle: Simulations (cont’d)
Crisis Simulations: A World of Crisis TriggersCrises can be malicious, accidental, or completely random. Many organizations are susceptible to threats from more than one of these potential triggers:
Malevolence & Cyber Misdeeds & Crime
Technological & Industrial Confrontations Other Catastrophes
• Cyber attacks
• Identity theft
• Product tampering
Financial Disruption
• Fraud
• Other criminal activities
• Financial failures that threaten a company’s very existence
Complex systems fail, either through:
• Accident
• Mismanagement
• Sabotage
• Legal;
• Commercial;
• Geopolitical and
• Military conflicts
• Natural or man-made destructive events that disrupt almost everything
An organization can design and conduct simulations around any crisis triggers / scenarios based on its operating landscape and priorities.