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How to turn an incident into an opportunity for your business through effective incident management

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1 EFFECTIVE INCIDENT MANAGEMENT How to turn an incident into an opportunity for your business through effective incident management Bryan Strawser - @bryanstrawser Principal Consultant & CEO, Bryghtpath LLC
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Page 1: How to turn an incident into an opportunity for your business through effective incident management

1

EFFECTIVEINCIDENTMANAGEMENTHowtoturnanincidentintoanopportunity foryourbusinessthrougheffectiveincidentmanagement

BryanStrawser- @bryanstrawserPrincipalConsultant&CEO,BryghtpathLLC

Page 2: How to turn an incident into an opportunity for your business through effective incident management

2

Bryan StrawserPrincipal Consultant & CEO

BryanStrawserisPrincipalConsultant&CEOatBryghtpath LLC,whohasmorethan21yearsofexperience.

.

+1-612-235-6435

[email protected]

www.bryghtpath.com

linkedin.com/in/bryanstrawser

twitter.com/bryanstrawser

Page 3: How to turn an incident into an opportunity for your business through effective incident management
Page 4: How to turn an incident into an opportunity for your business through effective incident management

Weareastrategicadvisory firmthatspecializesinglobalrisk,businesscontinuity,emergencymanagement, crisiscommunications, andpublicaffairs

Page 5: How to turn an incident into an opportunity for your business through effective incident management

“Mayyouliveininterestingtimes…”- ChineseProverb

Page 6: How to turn an incident into an opportunity for your business through effective incident management
Page 7: How to turn an incident into an opportunity for your business through effective incident management

7Copyright©2015byBryghtpathLLC|bryghtpath.com |+1-612-235-6435|[email protected]

Page 8: How to turn an incident into an opportunity for your business through effective incident management
Page 9: How to turn an incident into an opportunity for your business through effective incident management

IncidentManagement

Theactivemanagementofadisruptionorescalatingsituation

Page 10: How to turn an incident into an opportunity for your business through effective incident management

IncidentManagement

“Thetimetofixtheroofiswhenthesunisshining…”- JohnF.Kennedy

Thingstoplaninadvance:• Clearrolesandresponsibilities• Decisionmakingrightspre-defined• Singlesourceoftruthcommunication• Communicationproducts/messages /templates• Cross-functionalcoordination

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IncidentLeadership

11

Characteristicsofastrongincidentorcrisisleader

• Cross-FunctionalLeadership– Leadup(vertically)– Leadacross(horizontally)

• Bebothstrategicandtactical– Strategic:Seetheentireorganizationandexternalinfluences– Tactical:Bewillingtoworkonreallysimpleprocesseswhereneeded

• Understandsthatsuccessneverhappenswithinasilo

• Canpivotinamoment

• Possessesextraordinarysituationalawareness

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Page 13: How to turn an incident into an opportunity for your business through effective incident management

TheFiveDimensionsofMeta-Leadership

• Thepersonofthemeta-leader

• SituationalAwareness

• Leadyoursilo

• Leadup

• Leadconnectivity

HarvardUniversity– NationalPreparednessLeadershipInitiative

Dr.LennyMarcus(l)Dr.BarryDorn (r)

Page 14: How to turn an incident into an opportunity for your business through effective incident management

“TheBasement”

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15

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HowtoLeadduringacrisisEricMcNulty,HarvardBusinessReview,December2013

• Ensurecertaintyaboutdecisionmakingandstrategicmessaging

• UnderstandStakeholders– Mapoutyourstakeholders– Understandeachhasuniqueneedsforinformationandreassurance

– Developstoryarcsforeach

• Understandthatthecrisiswillevolveovertime

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Planning&Preparedness

17

Routinev.Novel

• Don’tgetfancyatfirst– Howwilltheteam“activate”andsharethattheyareactivelymanaginga

situation?– Howwilltheyprovideupdates?– Whatdecisionswillbeescalatedtoexecutives?

• Thengetfancy– Whatcoulddisruptourbusiness?– Prioritizetheseriskswithexecutives– Planforthosekeyrisks

• REMEMBER:Youcannotplanforeverything

• Havingadecisionmakingframeworkismoreimportantthanhavingaplanforeverysinglepossibility

Page 18: How to turn an incident into an opportunity for your business through effective incident management

PrivateSectorIncidentManagementFramework

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SituationalAwareness

ExecutiveIncidentTeam(ElectedLeaders/SeniorLeader)

Cross-FunctionalIncidentTeam(MissionEssentialLeaders)

IncidentManagementTeam

StrategicDecisionMaking

DaytodayoperationsRecommendations toExecutives

HorizontalCommunication

SubjectmatterexpertsSituationalawarenessupstream

Full-time/volunteer

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CaseStudy:Earthquake&Tsunami– Sendai,Japan(2011)

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IncidentManagementFrameworkSituationalAwareness

RoutineIncidentHOLYS$@!

Whatjusthappened?!

Protocols&ProcessesIncidentSpecificPlansPreparednessSteps

SituationalAwarenessCollaborativecross-functionaldiscussion

StrategicviewFrameworkfor

collaborativedecisionmaking&communication

ActinginTimeAgainstDisaster:AComprehensiveRiskManagementFrameworkDr.Herman“Dutch”Leonard&Dr.ArnoldHowitt,HarvardUniversity

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CrisisLeadershipSituationalAwareness

• What’shappening?

• Whatdoweknowaboutit?

• Whatimpactisithavingonourorganization?

• Whatdon’tweknowwhatweneedtoknow?

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HowtoovercomeobjectionsTheChallengeoftheBusiness Case

• Tieyourstrategytosupportofyourorganization’sstrategicobjectives

• Worktodevelopmetricsthatshowthatworth

• Takethetimetodevelopanarrativeanduseitrelentlessly

• Bringinanoutsideexperttohelpdriveyourstory

• Exposeyourseniorleaderstotheirpeersatothercompanies

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CrisisManagementasaCompetitiveAdvantage

23

Source:2012HurricaneSandyRILASurvey

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

10/29 10/30 10/31 11/1 11/2 11/3

Target(195) Sears/K-Mart(236) Macy's(200) Walmart(294) BestBuy(125)

Page 24: How to turn an incident into an opportunity for your business through effective incident management

PracticalAdviceTheSimpleThings

• Work/Organization– Clearroles&responsibilities– Establishdecisionmakingrights– Howwillyoucommunicate?– SituationalAwareness

• Personal– BeInformed– MakeaPlan– BuildaKit– Visitready.gov formorepracticaladvice

Page 25: How to turn an incident into an opportunity for your business through effective incident management

I-35WBridgeCollapse– Minneapolis,Minnesota

Page 26: How to turn an incident into an opportunity for your business through effective incident management

PentagonFire– September11th,2001

Page 27: How to turn an incident into an opportunity for your business through effective incident management

DeepwaterHorizon,JointInformationCenter

Page 28: How to turn an incident into an opportunity for your business through effective incident management

VADMThadAllen,USCG,HurricaneKatrina

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BryanStrawserBryghtpathLLC

[email protected]+1-612-235-6435http://bryghtpath.com

Page 30: How to turn an incident into an opportunity for your business through effective incident management

30Issue: Feb 2013 MMCAFRICA - EMS Auditor / Lead Auditor Training Course

?QUESTIONS

THANK YOU

+1-612-235-6435

[email protected]

www.bryghtpath.com

linkedin.com/in/bryanstrawser

twitter.com/bryanstrawser


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