Zona Walton [ADP - Global Business Resiliency] and I spoke at a private conference last month. The title of our session was The Future of Resiliency. We explored the idea that the future of resiliency isn’t resiliency; that is, it will be something else.
The BCI is proud to introduce our first author interview with Eric Dezenhall on April 11th, 8:30-10:30 am, at the Harvard Club in New York City.
From Tiger Woods to Michael Jackson, Eric Dezenhall has been on the front line of high-profile crisis communications and public relations. Come hear his perspective on Trump vs Clinton, BP vs Goldman, fake news and much more. Eric is a world-renowned crisis management and public relationship expert with frequent appearances on NPR, CNN, FOX, CNBC, and MSNBC. He has written for the New York Times, the Wall Street Journal, Business Week, the Los Angeles Times, and USA Today; is a regular contributor to the Daily Beast, Huffington Post and CNBC.com. Learn more about Eric.
In our session, we covered the critical aspects of rolling out and maintaining a global supply chain operational risk – business continuity program. Supply chain leaders are naturally gifted at managing risk, as it is part of their daily lives. But, supply chains are naturally dynamic (i.e., disruptive), which makes many of our traditional operational risk – business continuity techniques ineffective. Supply chain leaders need risk management techniques and tools to help them make decisions, solve problems, and communicate in complex environments.
Learning objectives covered:
Common pitfalls (i.e. too fast, too big) of risk and resiliency supply chain rollouts.
The necessary methodologies, tools, and roadmaps to be successful in today’s complex, nonlinear, supply-chain environments.
While artists, athletes, and performers struggle to make their mark in the public eye with a memorable act or viral moment, a different type of celebrity has been emerging on the scene - the spokesperson for a crisis.
Here’s a quick exercise to highlight the point:
Jeffrey Boyd, Lew Frankfort, and Stephen Hemsley. Do these names sound familiar?
If not, don’t feel bad. They are the CEO’s of Priceline.com, Coach, and UnitedHealth Group, respectively.
Now, how about the names Tim Cook and James Comey?
We can immediately recall them as the CEO of Apple and the FBI Director, respectively, feuding over a locked iPhone involving a federal investigation of the San Bernardino shooting.
The media diligently covered Cook and Comey’s debate for more than three months. During that time, both men emerged as stars in a cast of characters ranging from lawyers, judges, politicians, and even presidential candidates. The media and public tuned in to hear their perspectives on data privacy, security, technology, civil rights, and terrorism.
When working with the masses [end-users; not experts in risk management, business continuity, crisis management], I find it beneficial to present clear, concise, and concrete packaged solutions. People need guidance and structure to help them think through problems and build effective plans. This is one of the reasons Lootok created the 8Rs™ of Resiliency. The goal the 8Rs is to reduce uncertainty, simplify complexity, structure thinking and dialogue, build common ground, and establish preparatory activities. The 8Rs facilitates planning with a plan as the end deliverable (i.e., plans are the byproduct of planning). The 8Rs are designed to provide people with a set of options they can employ to continue operations under various threats and timelines. The 8Rs™ of Resiliency comprises of the following:
Relocate - physical moving assets (e.g., people, technology, equipment) to another location
Reassign – transferring processes (i.e., work) to another location
Repair / Replace – capabilities in place to fix the problem at time of event
Reinforce – fortify, strengthen, assets to tolerate greater impacts and occurrences
Replicate – simultaneous production (i.e., processes, technology, work) at two locations [duplication]; active-active
Redundancy - extra capacity and inventory
Risk Transfer – shift risk to other entities through insurance, contracts, and risk pooling
Relinquish – do nothing [e.g., too cost prohibitive]; risk acceptance strategy
“How did you go bankrupt?”
“Two ways. Gradually, then suddenly.”
- Ernest Hemingway, The Sun Also Rises
I was working with a head of risk management—the chief risk officer—at a global organization that does not have a GSOC. One night over dinner, I asked him why his organization didn’t have one, and suggested he spearhead the initiative. His response? “I’m not convinced we need one. The organization has always operated without a GSOC, so why start now?” He also said, “The reality is, we’re already doing it here and there. The system works fine. Let people do their thing.” Something that seemed so obvious to me and so unnecessary to him left me on the defensive and him on offense.
The reality is, if you’re a global organization, you need a GSOC—or some version of it. If you don’t have one, you will need to communicate the severity of the situation and get one. Allow me to illustrate the need for such capabilities so you can justify the business case to your leadership and board…
Since starting Lootok, once a year I go to Rochester, Minnesota, my home State, to take my annual executive physical at the Mayo Clinic. It gives me a good reason to get back to Minnesota to visit family and friends, while maximizing my medical checkups. In just two days, more than fifteen doctors evaluate me. Risk management shares many similarities with the medical field, and it’s where you find the best analogies and metaphors. I wanted to share few of the insights I have gleaned over my time at Mayo.
Risk management is analogous to the immune system. It is not a thing or part. It is a system that co-exists within other systems that must properly function with a larger system called the organization | organism. You cannot just fix the immune system, buy it, or expect miraculous resiliency overnight. The immune system must be earned, strengthened and maintained every day. You need healthy habits, positive attitude and healthy living and work environments, proper planning and long-term vision and dedication, so forth. Risk management works the same way. Risk management also has the same challenges as our immune system: we don’t think much about it until something goes wrong.
A massive data breach at Sony Pictures Entertainment, which experts believe was targeted by North Korea as retaliation for a film depicting the assassination of its leader Kim Jong Un, has led to an international incident that has gained the attention of business continuity professionals. Even large companies like Sony can sometimes put business continuity planning on the back burner. BC professionals say that attacks like this can sometimes change their minds.
In today’s volatile environment, businesses are under constant pressure to adapt to the rapidly changing marketplace. Change happens, but how do you manage a switch that will likely anger your customers?
Cyber crime is one of the biggest threats facing companies today. Its ramifications, such as stolen data and identity theft, are enormous and will only continue to grow. It’s impossible to plan for everything, but a proper business continuity program will help your company stay strong in the event of an unexpected attack.