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Gestion d’incidents GRS (Canada)Développement 80/20 inc. (Canada)
Proactive Risk Management Inc. (USA) Benoit Grenier, November 2013
Los Angeles + 1-323-744-7446Montreal +1-514-444-3218
Toronto +1-416-660-1514New York +1-201-204-9082
Mexico City +52 5539648234Guatemala +502 66284100
Email: [email protected]
Planning Ahead: Proactive Risk Management and Customer service at
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● Why Does Risk Management Matter?● What Events Give Rise to Risk?● Our mission● Value added proposition● What if? Failure of Proactive Risk
Management: An Example● What Does an Effective Risk
Management Approach Look Like?● Risk Management Process● Conclusion
Topics for Discussion
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●Reputational RiskRisks to customer base and brand image: harmful coverage in the press, internet, or social media that can damage the company’s reputation. What do our customers say about us ?
●Legal and Regulatory RiskRisks relating to a retailer’s position in legal or regulatory proceedings, increasing the likelihood that the company will face a damages award, penalty or sanction.
Why Does Risk Management
Matter?
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2 Significant Risks
e.g., safety issues, hazard, slip and
fall incidents Product Liability/Product
QualityConcerns about product quality,
whether or not injury caused, risks.
Personal Injury
What Events Give Rise to
Risk?
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5 Categories of Risks
Customer Service ComplaintsCustomer interactions with staff and organization
Loss Prevention IssuesInteractions between customers and personnel, interaction between staff and store, internal theft
Trespassing/Difficult CustomersDealing and Interacting with difficult customers
What Events Give Rise to
Risk? (cont’d)
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5 Categories of Risks
Develop an incident management and customer service strategy that will mitigate risk and convert them into opportunities. Implement best practices to create a safer environment for your customers and for your employees.
Our mission : To provide support
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Our Mission
Implementing and managing a strategy that addresses the stability of your operations, is key to the sustainability and growth of your business. Like most companies, the prime responsibility of your internal incident management team is to proactively manage incidents as they occur. The question is: What is the overall capacity of your employees to identify, analyse and take co-ordinated action in response to risk-related events?
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● Implementing a strategy
● Proactively manage
● Capacity to identify, analyse
● Take coordinated action
Value added proposition
Proactive risk Management has proven its ability to proactively and quickly manage to incidents through its command center, special representative and field operations team. You can count on our expertise and on our 7/24 availability to respond immediately to any new situation to protect your financial and reputational
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● Quickly manage● Command Center● 7 / 24 availability● Protect your assets
Value added proposition
●Builds Credibility proactively○Builds credibility with public, regulators, and the courts. Be a “Good citizen”○Prevent recurring incidents
●Prevents Escalation○Prevents a complaint from becoming a formal demand or legal claim○Prevents recourse to the press or to the regulator○Prevents a problem in one store from becoming a national problem by identifying systemic problems with products or with company policies
Key Benefits of Proactive Risk Management
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Helps in NegotiationResponding early to complaints typically results in more manageable expectations on the part of customers. Communicating effectively allow better management of situation and better outcome.
Preserves EvidenceTaking steps to preserve evidence and build a record can ensure a strong defence against claims later on
Ensures Legal ComplianceLegally, retailers have a duty to report certain incidentsCannot choose not to be proactive
Key Benefits of Proactive Risk Management
(cont’d)
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Ensuring up-to-date understanding of legal and regulatory responsibilities. Duties to keep certain records.
Clear policies for dealing with customer complaints and areas of risk. Formal process.
Use of established response for communications, but also training staff on when ready-made messages not appropriate
Focus on collecting evidence as soon as possible. Integrated incident reporting, statements, pictures etc.
What Does an Effective Risk Management
Approach Look Like?
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Involvement of counsel and outside advisors /experts for sensitive risks
Protocol in place for product recalls
Ensuring good communication and relationships with suppliers
Always recognizing the risk of escalation. What if? Prevention
What Does an Effective Risk Management
Approach Look Like? (cont’d)
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Failure of Proactive Risk Management: An Example
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Customer serviceLiabilityPropertyOthers
Risk Management
Process
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Incident Investigation Conclusion RecommendationSettlement
orLitigation
Follow-up
Liability Resolution Process
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Process Management from Start to Finish
Source of Information
Method of Receipt
Information Recovery
Triage Data Gathering Product
Customer;Store / Staff;Government Agencies;Other.
Incident Report;Web /contact us;HR Support LineCustomer service Line;Other Mgt Sources.
Tracking;
Mgt Reports.
Escalation to Management / Risk Management Leadership / C-Level
Product Retrieval;
Investigation
Product;
Store Level;
Customer;
Government Agencies
Inci
dent
occ
uren
ceRequired A
ction / Case R esoluti on
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● Incident number;● Unique Store incident number;● Incident source of information;● Handler’s name;● Actions taken;● Due dates;● Date of next step;● Information and evidence
gathering;● Investigation reports;● Voluntary Statements from
operations;● Assessment analysis;● Recommandation.
Data Gathering and Management Reporting
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Overview of Risk Management Strategies
•Store operating Rules and Policies•Health and Safety Rules and
Policies•Management Raise•Key metrics and Management
reporting•Procurement Rules and Policies•Vendor Compliance Process•Risk Management•Loss prevention Management•Audit Process•Incident Management Process•Product recall compliance Process
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Method
IncidentEntrance- Contact us- Telephone- Fax- Letter- Incidentreport Logging
- input into database
Classification- General Liability- Property
IncidentAssessment&Reporting
ResolutionProcess
ManagementReporting
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contactus@
99only.com
Fax
IncidentEntrance
Telephone
Customerservice
Letter, SOC etc.
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INCIDENT
General Liability
Property & Business
Interruption
Aims to cover material damage or bodily harm caused by third party or
customer
Aims to cover building, equiment, inventory against all risks , fire,
theft, flood, etc.
Classification
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Others
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○ We aim at protectingPeople (personnel, customers, suppliers, partners)Assets (physical, data and information)Reputation (image and notoriety of customer service) . . .
ThroughThe identification of vulnerabilitiesThe deployment of preventive measuresThe monitoring of business activities and eventsThe management of incidents and eventsThe recommendation of business-enabling solutions.
How we anchor our mandates
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We are looking forward to supporting your progressfrom a reactive mode
towards a planned and integrated prevention - intelligence - detection - response -
improvement mode.
Conclusion