Managing Crisis Through Planning


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Managing Crisis Through Planning

  1. 2. Disaster Preparedness Managing Crisis Through Planning
  2. 3. Iwatsu Overview <ul><li>Iwatsu Electric 75 years making communications systems </li></ul><ul><li>Iwatsu Voice Networks local application software development </li></ul><ul><li>Enterprise Communications Server (ECS) 1024 port CPE </li></ul><ul><li>QuadFusion Technology SIP,H.323.,TDM,VOIP </li></ul><ul><li>250 North American dealers </li></ul>
  3. 4. <ul><li>A 2006 AMR Research study showed that only 32% of businesses have a disaster preparedness plan in place. </li></ul><ul><li>According to a Harris Interactive survey in 2004 , 54% of executives from Fortune 1000 companies admitted to having a technology disruption because they weren’t adequately prepared. </li></ul><ul><li>KPMG Risk Advisory Services and Continuity Insights Magazine conducted a 2005 survey that reported 43% of businesses damaged in a disaster close for good. </li></ul><ul><li>In an AT&T survey in 2006 only 3 of 5 companies that have a disaster plan have tested it in the last 12 months. </li></ul>
  4. 5. Crisis versus Disaster <ul><li>Crisis – A crucial or decisive point or situation; a turning point. </li></ul><ul><ul><li>Loose your T1/PRI/Power </li></ul></ul><ul><ul><li>Hackers </li></ul></ul><ul><ul><li>Server/Equipment failure </li></ul></ul><ul><li>Disaster - An occurrence causing widespread destruction and distress; a catastrophe </li></ul><ul><ul><li>Flood </li></ul></ul><ul><ul><li>Terrorism </li></ul></ul><ul><ul><li>Pandemic </li></ul></ul>
  5. 6. Hackers and Equipment Failure <ul><li>More likely that risk will come from someone INSIDE your company! </li></ul><ul><ul><li>Internal controls, policies and procedures </li></ul></ul><ul><ul><li>Firewall </li></ul></ul><ul><ul><li>Anti-Virus/Anti-Spyware software </li></ul></ul><ul><ul><li>Backup data </li></ul></ul><ul><li>Fault Tolerant servers </li></ul><ul><li>Power Failure back-up </li></ul><ul><li>Redundant mission critical components </li></ul>
  6. 7. But What About Catastrophic Loss
  7. 8. Disaster Recovery <ul><li>Disaster Plan </li></ul><ul><ul><li>Where will you go? </li></ul></ul><ul><ul><li>How will you communicate? </li></ul></ul><ul><ul><li>How will your customers communicate with you </li></ul></ul><ul><ul><li>How will your vendors communicate with you </li></ul></ul><ul><ul><li>Who will answer your phones? </li></ul></ul>
  8. 9. Backup Alternate Location Location 1 CPE Backup Location
  9. 10. Hosted AutoAttendant <ul><li>Acts as overflow and backup </li></ul><ul><li>No CPE </li></ul><ul><li>Location agnostic </li></ul><ul><li>Customer transparency </li></ul><ul><li>Iwatsu embraces both CPE and Hosted solutions </li></ul>
  10. 11. Hosted Services <ul><li>Iwatsu partners with Aizan for application based hosted services </li></ul><ul><li>Reverse 911 / Mass notification </li></ul><ul><li>IVR </li></ul><ul><li>Hosted 800 </li></ul><ul><li>Automated Voice Attendant ( overflow and backup) </li></ul>
  11. 12. Safeguarding Assets <ul><li>Defining Assets </li></ul><ul><ul><li>Data Equipment </li></ul></ul><ul><ul><li>Voice Equipment </li></ul></ul><ul><ul><li>People </li></ul></ul>
  12. 13. Rita Evacuation
  13. 15. USA – Case Study <ul><li>Employees call in to IVR report whereabouts </li></ul><ul><li>Use ID number to get job specific information </li></ul><ul><li>Outbound calling contacts all 10000 employees in under 5 minutes </li></ul>Employee Emergency Accountability Response System
  14. 16. <ul><li>USA Requirements </li></ul><ul><li>Communications to be effective, must be continuous, predictable and 360 ° </li></ul>
  15. 18. Testing the Plan <ul><li>A well designed plan has declining value if not exercised and tested as valid. </li></ul><ul><ul><li>Must be exercised frequently to ensure contact points are current </li></ul></ul><ul><ul><ul><li>Staff churn – vacations – role changes – illness </li></ul></ul></ul><ul><ul><li>Must be familiar to minimize “in-incident” training </li></ul></ul><ul><ul><li>Must consider “event stress” </li></ul></ul><ul><ul><ul><li>Family vs. Employer responsibilities – nice to know the truth … </li></ul></ul></ul><ul><ul><li>Decision protocols must reflect the urgency of the event </li></ul></ul><ul><ul><ul><li>Will they work? </li></ul></ul></ul><ul><ul><ul><li>Are there secondary communications required for Share/Stakeholders ? </li></ul></ul></ul>
  16. 19. <ul><li>Plan for crisis and disaster </li></ul><ul><li>It’s better to be prepared and not need it, than to need it and not be prepared. </li></ul><ul><li>We want you to be part of the 50% that recovers! </li></ul><ul><li>Visit Iwatsu Booth 812 </li></ul>
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