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Crisis management - Lessons from World's biggest Disasters

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  • 1. Crisis Management:Lessons from world’s biggest disastersSumit DharPractice LeadBCP & Risk Management ConsultingGlobal Business Services, HP18th April, 2013
  • 2. Tony Dungy transformed… …the worst team in NFL Yet, it took a crisis to help his team win his first Super Bowl
  • 3. The Chinese got it right… …represented crisis with two characters One meaning Danger; the other meaning Opportunity
  • 4. It is extremely important to… …manage crisis effectively!Source: The Impact of Catastrophes on Shareholder Value (Rory F. Knight & Deborah J. Pretty); The Oxford Executive Research Briefings
  • 5. A trial by fire: Two companies… …same crisis, different results! Advance preparation and robust continuity planning ensures proper crisis response
  • 6. Ineffective risk management culture… …resulted in the largest oil spill! Build a risk management culture: Anticipate | Prevent | Prepare
  • 7. Extraordinary crisis… …outstanding response! Strong leadership with swift & decisive action
  • 8. How a tyre fiasco… …destroyed a 100 year relation! Focus on the core issue; avoid blame game
  • 9. Loss of life due to a… …fire at King’s Cross Station Poorly defined roles and responsibilities for crisis management
  • 10. Improper response to a crisis… …impacts an entire industry! Failure to communicate leads to rumors, misrepresentation & poison
  • 11. Summary… …or how to tie it all together!↘ Advance preparation: Nokia Example↘ Proper Culture: BP Example↘ Act decisively: Tylenol Example↘ Avoid Blame Game: Ford – Firestone Example↘ Proper Communication: Monsanto Example↘ Everyone’s responsibility: London Underground Example
  • 12. References The Resilient Enterprise by Yossi Sheffi Risk Issues and Crisis Management MIT Press by Michael Regester and Judy Larkin The Power of Habit by Charless The Impact of Catastrophes on Duhigg Shareholder Value by Rory Knight Feeding Frenzy by Jon Harmon Managing Risks – A New Framework Harvard Business Review A Bitter Pill by Joy Bergmann Managing a Crisis you tried to Prevent Harvard Business Review Managing Crises before they Happen How to avoid Catastrophe by Ian Mitroff Harvard Business Review
  • 13. Sumit Dharsumit.dhar@hp.com+91 900 802 2144