1. TODAY’S OBJECTIVES
Provide a practical, business-focused crisis management program
Identify where your site is at risk of a crisis
Introduce you to processes and resources for risk management
Understand the roles and responsibilities of the Crisis Management Team
Apply AIM, and Media Communication & Management pro-actively
Integrate the total crisis and risk management plan, training, quality audit, and business scorecard.
Institute of Crisis and Risk Management Ver 1
Fred Lee

2. What is Crisis?

3. WHAT IS A CRISIS? With the potential to significantly damage our
people (employees, community, environment),
assets (facilities, products, financial condition)
reputation
May involve the element of surprise
Often lack sufficient information
Does not necessarily interrupt operations
Intense internal and / or external scrutiny.
An emergency situation
Institute of Crisis and Risk Management Ver 1
Fred Lee

4. Different Interpretations
Major unpredictable event
Potentially negative results.
Significantly damage an organisation and its employees, products, services, financial condition, and reputation.
situation or occurrence of a serious nature
Suddenly and unexpectedly and demand immediate action.
Involve the compression of time,
Stakes can be extremely high.
Institute of Crisis and Risk Management Ver 1
Fred Lee

5. Crisis Management
Recognition of the facts that some things cannot be prevented,
Preventive measures adopted may fail wholly or in part if it is not well-planned in advance.
Reduce the minimal impact/damages to the organisation
Help organisation recover the business operations as quick as possible.
Change risks & crises to business opportunities
Institute of Crisis and Risk Management Ver 1
Fred Lee

6. Primary Objectives of CRM
To protect human life
To prevent, protect or minimize personal injury
To prevent, protect and minimize the potential danger to physical assets, property, product, service, information, image and reputation
To detect the facts with accurate information
To restore normal operations/activities as quickly as possible.
To sustain competitive advantage in business
Institute of Crisis and Risk Management Ver 1
Fred Lee

7. Fundamental Questions
What is the crisis?
When did it begin?
Why has it occurred?
Who is affected?
Where is the most vulnerable areas?
How to manage it?
5Ws 1H
Institute of Crisis and Risk Management Ver 1
Fred Lee

8. Crisis Management Qs
What kinds of crises have you faced in the past as a (your post) of a department?
What contributes to that?
What specifically impressed you?
How did you plan and assess the risk?
How did it work out for you and the corporation?
What was your other crises?
What other kinds of potential crises might you face?
How would essential operations be sustained? 
Which business functions would suffer most?
During what period would recovery be effected?
What is the potential cost of recovery and reconstruction?
Institute of Crisis and Risk Management Ver 1
Fred Lee

9. Identification of Anticipated Crises
Natural
Man-Made
Environmental
Domestic
Economic
Political
Institute of Crisis and Risk Management Ver 1
Fred Lee

10. Identify the Business Threats
Internal 1. 2. 3. 4. 5.
External 1. 2. 3. 4. 5.
Institute of Crisis and Risk Management Ver 1
Fred Lee

11. A Crisis Begins From a tiny spark comes a great conflagration.
When there is no vision, the people perish.
Everything has been thought of before, but the problem is to think of it again.
Institute of Crisis and Risk Management Ver 1
Fred Lee

12. Eight Distinct Phrases or Characteristics of Crises
Surprise
Inattention/Insufficient information
Mismanagement approach on escalating flow of events
Loss of control
Intense scrutiny from outside
Mentality of collaboration“us” Vs “them”
Panic
Myopia
(Silence leaves one the more vulnerable)
Institute of Crisis and Risk Management Ver 1
Fred Lee

13. Crisis Leader’s Responsibilities
Preparedness
Mitigation
Response
Recovery
Business Leadership
Institute of Crisis and Risk Management Ver 1
Fred Lee

14. Wheel of Misfortune Fire On-Premise Injury Natural Disasters
Burglary &
Business
Swindles
Product
Liability
Customer
Risks
Property
Risks
Bad
Debts
Shoplifting
Personnel
Risks
Employee
Dishonesty
Bankruptcy
Competition
From
Former
Employees
Loss of
Key
Executives
Institute of Crisis and Risk Management Ver 1
Fred Lee

15. Application of Risk Management
Action Comments Appropriate Use
Avoidance
Transfer
Retention
Reduction
Institute of Crisis and Risk Management Ver 1
Fred Lee

16. Sample of Crisis Prevention Management Plan
1. Business Commitment from CEO
2. CRMP acknowledgement (tear-out-sheet)
3. Crisis team leaders (with all phone numbers)
4. Crisis team contact sheet, including internal and external consultants
Institute of Crisis and Risk Management Ver 1
Fred Lee

17. Cont’d
5. Crisis & risk assessment : Summary of potential disasters e.g. fire, bomb threat response, typhoon, flooding, chemical spills.
6. Documentation section (multiple copies of crisis contact sheet)
7. Proprietary information (classified document)
8. Action procedures:
Who to do?
What to do?
When?
Where?
Why?
How?
Institute of Crisis and Risk Management Ver 1
Fred Lee

18. Cont’d 9. Secondary contacts and resources
10. Media relations (multiple copies of press contact sheet)
11. Financial and legal considerations
12. Crisis centre: location, map of resources, and supplies
13. Post-crisis evaluation
14. Quality Audit
15. Business Scorecard
Institute of Crisis and Risk Management Ver 1
Fred Lee

19. Total Integration Management
Organisation
Structures, Systems. Processes and Cultures
Loss
Prevention
Officers
Quality
Audits
Surveys
Awareness
Programs
Physical
Systems
Investigations
Business Imperatives
Institute of Crisis and Risk Management Ver 1
Fred Lee

20. ? ? Q & A Session Institute of Crisis and Risk Management Ver 1
Fred Lee

21. Thank You For Your Participation
Institute of Crisis and Risk Management Ver 1
Fred Lee