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The Good, the Bad & the UglySome lessons learnt incrisis,
business continuity &
resilience
Helping build business resilience 0416 113
[email protected]
Chris MillerB4Crisis, Consultant
Business Continuity Manager
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Helping build business resilience
Liverpool (NSW) Councilcase study presentation
withdrawn
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business resilience
Arson aftermath,16 August 2010
$20M insurance claim
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Alternative lessons learnt
case studies in crisis, BC &resilience
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Helping build business resilience
Bankstown(NSW) CityCouncil fire1 July 1997$30M+ loss
DR via France
Claremont (WA) CouncilChambers & Library fire
18 Nov 2010 $7.5M+ lossVital records; alternate sites
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A non-routine business disruption,
INCIDENT or CRISIS occurs
or is detected
SAVE the people
SAVE the building
SAVE the business
0 +3 hours +< 6 hours +2-3 days < 7 days 7+ days 30+
days
MUST SHOULD COULD
DO DO DO
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Helping build
business resilience
Hurricane Katrina 29 August 2005
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When your community depends
on your business continuity
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Mississippi Power damage report 2/3s of transmission &
distribution systems destroyed ordamaged. 1,000 miles of
distribution line replaced. 281 feeder lines (100 percent)
replaced. 9,000 distribution poles replaced. 2,300 overhead
transformers replaced.
92 percent of the transmission system out of service. 1,920
miles of transmission lines out of service. 300 transmission towers
replaced. 12 substations flooded. 1/3 of generating capacity
disabled. Plant Watson flooded(18 million gallons of brackish
water)& offline for 1 year along with Crisis Centre &
Corporate HQ
(120,000+ sq feet of office space). Of their1253 employees, 196
employees homes wereflooded, of which 441 were severely damaged -
leaving86employees homeless.All 195,000 customers out of electric
service.
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Mississippi Power,a Southern Company
SHOW VIDEO
5 years after Katrina
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Helping your community &
your business
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Helping build business resilience
Business closuresincluded 6 Supercentres;
2 Stores & 1 Sams Club
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Dispatched 2450 truck loads
including 100 truck loads of donatedmerchandise
$17M cash donations Walmart
Corporate + collected $7M+ indonations from its customers +
$9.2Min assistance donated to affected staff
In kind donations - 70 pallet loads ofclothing & 150+
internet readycomputers delivered to shelters
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Mt Pinatubo, Philippines
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Albuquerque, New Mexico,17 March 2000small clean room fire
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Helping build business resilience
cmi industrial shutdownCascade
throughoutAustralian carassembly plants
1,800 workers shutdown
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Unsound BAU
or exercising cangenerate a crisis
Sinking KurskHelping build business resilience
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Lessons in
crisis leadershipKursk
aftermathHelping build business resilience
Lt DmitryKolesnikovKursk
survivorleader
AdmiralPopov,
ExerciseCommander
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2020
Helping build business resilience
WreckingCosta
Concordia
Lessons
incrisisleadershipCaptainFrancesco
Schettino
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Helping build business resilience
AftermathCosta
Concordiawreck
Captains FrancescoSchettino &Gregorio de Falco
Lessons
incrisisleadership
Deputy MayorMario Pellegrino
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Crisiscommunications
Keeping internal &
external stakeholdersinformed
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Varanus Island, WA
3 June
2008
3 of 6 pipelines ruptured;
1/3 WA gas supply disrupted
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Varanus Island, WA
Managing
traditional& social media
Helping build business resilience
SHOWVIDEO
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Helping build business resilience
Varanus Island, WA
Reputation &Litigation
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Summary
Leadership crisis v BAU People build confidence in
planning & exercising
Media management traditional & social
Know your supplychain/dependencies
Know what to save, who & how?
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Effective BAU, business as usualAbility to change &
adaptShape environment
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Source: Cth AGD Research Paper 1 CEO Perspectiveson
Organisational Resilience http://www.tisn.gov.au/
then Publications & Resilience
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A final tip for crisis & businesscontinuity management
&resilience enhancement
Culture change & scenarios
