Presented by:

Eric Morris, CRM

H&S Practice Manager

Business Continuity Management:

Crisis and Risk

Agenda

Introduction
Working Backwards: Crisis Incident Risk
Risk Management Process
Crisis Response Plan example
Closing and Questions

INTELEX Technologies

Established in 1992.
Worldwide client base.
350+ employees.
Over 1000 global customers.
Over 1,000,000 users.
Independent, privately held company.
Peer reviewed as best managed company

Objective of Business

Crisis in Business Operations

Crisis Incident Risk

1
10

cri
sis
event

100

near miss

1000

unsafe behavior, unobserved

problems, positive illusions

Events

Ensuring Business Continuity

Reactive
Identify Crisis Situation
Respond to Crisis
Return to Normal Operations
Proactive
Potential Crisis Situations
Potential Events
Potential Risks/Hazards/Scenarios
Plan Response

ISO 31000

Business Continuity Management

Establish Context
Determine Stakeholders
Determine Key Operations
Risk Assessment
ID Scenario/Event
Determine Controls
Determine Risk Level

Risk Matrix

Site Risk Assessment Exercise

Risk Register

Regulatory Context

Continuously Increasing Regulatory Change, Expansion, and Enforcement

35% Global Increase in EHS&Q Legislation
Enforcement Efforts and Penalties Have Doubled
Disproportionate Expansion in Emerging Areas
(Latin America, Africa, Middle-East)

Source: 2010 to 2013 Enhesa / EHS Today 2013 Article

EHS&Q Subject Matter Areas

Environmental
Environmental

Health
Health // Safety
Safety
Quality
Quality

Regulations

Air

Permits

Fugitives

Applicability
Analysis
Compliance
Task Tracking

GHG
(Carbon
Mgt)
Water

Auditing

Waste

Chemical
Inventory

TRI / NPRI

Reportin Integratio
n
g

ISO 9001
Documen
t Control
Defect
Tracking
Cause
Analysis

Occupation
al
Injury/Illne
Case
ss
Manageme
nt
Medical
Surveillanc
e
Behavioral
Based
Safety
Industrial
Hygiene

Comunicati
on
Manageme
nt
Sustainabi
Risk
lity

Incident
Manageme
nt
Manageme
nt of
Change
Job Safety
Analysis

Ergonomic
s
Emergency
Manageme
nt
Decision Support

Business Continuity Management

Risk Treatment
Try to prevent scenario
Develop Response plan

Action Plan

Communication Plan

Continuous Improvement

TEST
MONITOR
IMPROVE

Response Planning

Example Response Plan

Applies To
This article is intended for hotels who are
expecting a potential impact from an emergency
situation such as a hurricane, flood or any other
event which may affect the ability to perform daily
operations.

Example Response Plan

Prior to Event
If hotel is planning on closing completely (Evacuating):
Set a Close to Arrival in OnQ Rate and Inventory
To make sure you can recover from an incident where your server is no
longer operational you will need backup tapes. In order to be prepared it
is advisable to take back-up tapes offsite with Management in case there
is damage to the hotel and the backup tapes are lost.
In case of flood, it is advisable to move equipment to the upper floor to
prevent equipment damage.
Notify Support of plans so they can assist with proper shut down of
server.
Notify Support of alternate contact numbers.
Notify support of any interruptions in power or network connectivity.

Example Response Plan

If hotel will allow guests to stay but not accept new
reservations:
Set a Close to Arrival in OnQ Rate and Inventory.
To make sure you can recover from an incident where your server
is no longer operational you will need backup tapes. In order to be
prepared it is advisable to take back-up tapes offsite with
Management in case there is damage to the hotel and the backup
tapes are lost.
Notify Support of plans so they can assist with proper shut down of
server.
Notify Support of alternate contact numbers.
Notify support of any interruptions in power or network
connectivity.

Example Response Plan

If hotel plans to attempt to remain open and accepting
guests:
Notify Support of Alternate Contact numbers.
To make sure you can recover from an incident where your
server is no longer operational you will need backup tapes.
In order to be prepared it is advisable to take back-up tapes
offsite with Management in case there is damage to the
hotel and the backup tapes are lost.
Notify support of any interruptions in power or network
connectivity.

Example Response Plan

After the event
Hardware will need to be tested to ensure it works:
All equipment will need to be connected and tested to
ensure functionality.
If any equipment is found to be faulty support will need to be
contacted immediately for dispatch to assess the damages.
If non-sale provided equipment is faulty, sales can be
contacted to order that new equipment.

Example Response Plan

The hotel will need to remove the Closed to Arrivals:
The hotel was possibly set to CTA in R&I so CRS would not
book your hotel with reservations while the event happened.
If this is the case it will need to be removed.

Example Response Plan

The hotel will need to begin catch up on night audits:
If the hotel was down for multiple days, the business date of the hotel will
be behind and you will need to run an individual night audit for each date
missed.
Support can be contacted for assistance during this process with any
errors or questions.
The hotel may also have to run EDC transmission for any credit cards
that have not transmitted.
Balance your inventory to assure CRS and PMS systems match.
Confirm the PMS system is on the correct business date.
Confirm phone lines are restored.
Make sure workstations are able to log into PMS.
Check interfaces, such as restaurant, movie and credit cards to ensure
they are posting.

Software Example

Business Continuity Management

Closing & Questions