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Module 4 - Business Continuity Management

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12 views5 pages

Module 4 - Business Continuity Management

Uploaded by

drinkingpinoy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Fundamentals of

Business Processing Outsourcing


Topic 4: Business Continuity Management

Overview:

The goal of business continuity management is maintaining the uninterrupted availability of all
key business resources required to support essential business activities.

Learning Objectives:

After successful completion of this lesson, the student should be able to be aware that:

1. Explain and Understand the Business Continuity Planning, BCP strategies, operational
risk management and business strategy
2. Explain and understand BCP Methodology, project initiation and management, Business
impact analysis, strategy in funding recovery and BC audit
3. Demonstrate ability to identify the critical situations in IT-BPM operations and creatively
formulate solutions in solving issues and problems especially in implementing changes
due to transitions

Course Materials:

Critical Situation (CriSit) in the IT-BPM is when your ability to ender consistent excellent
services has been compromise. It is state of being on the verge of a crisis or emergency that if
not addressed could lead to an elevated risk level.
A CriSIt is no ordinary excuse and it should only be declared once a defined set of criteria has
been declared by the senior management. A CriSIt should be declared for the following
reasons:
• Non-achievement of the Service Level Agreement (SLA)
• Non-implied client dissatisfaction; and,
• Penalty paid for every month of missed SLA

If there are critical situations, there is also a management method to deal with them. Here are
the six (6) in managing it.
1. Prepare
• Identify the Project Manager of the CritSit team.
• Identify the steam members of the CritSit and assemble the team.

2. Assess
• Develop glide-paths for improvement on key metrics that will be monitored for the
duration of the CritSit.
• Define and communicate to CritSit team members the entry and exit of the CritSit.

3. Develop Recovery Plan


• Prioritize the problems and/or root causes as a result of the assessment.
• Brainstorm with the team and develop detailed action plans to address the problems
and/or root causes.

4. Gain Commitment
• Get clients’ buy-in and/or vote of confidence on the recovery plan if they are aware of
the CritSit in their contract/account

5. Execute the Plan


• Execute a pilot or go for a full-implementation of the recovery plan.
• Conduct frequent checkpoints and tollgates per the established glide-path.
• Document the changes in the process as it gets implemented and standardize
accordingly

6. Close the Recovery


• Present to the stakeholders and client the improvement of the metrics per glide path.
• After implementation of the action plans and full recovery from CritSit, conduct an
evaluation of lessons learned and collates this for future reference.

8D APPROACH – PROBLEM SOLVING/ISSUE RESOLUTION


The Eight Disciplines or 8Ds is a Ford Motor Company method to resolve a problem when the
cause of the problem is unknown. It works in a problem-solving process, standard and reporting
format.

Discipline 0 – Become Aware of the Problem


• Understand the complaint of customer or the problem raised
• Clarify if the concern is not clear

Discipline 1 – Use Team Approach


• Establish a small group of people with the process/product knowledge, allocated
time, authority, and skill in the required technical disciplines to solve the problem and
implement corrective actions.
• Set the stage and make sure that the team activities are in the right direction

Discipline 2 – Describe the Problem


• Specify the internal/external customer problem by identifying in quantifiable terms;
who, what, when, where, why, how, how many (5W2H) of the problem.
• Use an “Operational Definition”. The definition should have a common meaning to
everyone who reads it.

Discipline 3 – Implement and verify an Interim Containment Action


• Define and verify Interim Containment Action (ICA) to isolate the effects of the problem
from any internal/external customer until Permanent Corrective Action is implemented.

Discipline 4 – Define and Verify Root Cause


• Identify all possible causes, which could explain why the problem occurred.
• Isolate and verify the root cause/s by testing each possible cause against the problem
description and test data.

Discipline 5 –Choose and Verify Corrective actions


• Through pre-production test programs quantitatively confirm that the selected corrective
actions will resolve the problem for the customer and will not cause undesirable side
effects.
• Verify corrective actions before the actions are implemented.

Discipline 6 – Implement Permanent Corrective Actions


• Implement the best permanent corrective action. Choose ongoing controls to ensure the
root cause is eliminated.
• Establish an action plan for all permanent actions.
Discipline 7 – Prevent Recurrence
• Modify the necessary systems, practices, and procedures to prevent the recurrence of
this and all similar problems.
• Identify opportunities for improvement and establish a process improvement initiative.

Discipline 8 – Congratulate Team


• Recognize the collective efforts of the team in solving the problem
• Write case study reports

MANAGING ISSUES AND CHANGES


In organizations, there are definite limits of authority built into the structure of the organization.
Limits of authority refer to the maximum extent by which an employee is allowed to decide on
matters related to his/her job with respect to company guidelines and policies.

Issues in Management Processes:

1. Facilitated Communication and Tracking- the timeliness of the communication.


2. Root-Cause Analysis- we peel away at the problem such that the root cause and not just
an intervening variable is exposed and appropriately resolved.
3. Escalation- involves the vertical hand-off process to resolve an issue.
4. Process Improvement of One-Off

Activities / Assessments No. 4:


Research two (2) competing companies online, find and compare the following factors:
a) Shipping options
b) Return and refund policies
c) Payment methods / Modes of payment
d) Complaint policies
Based on your comparison on the above factors, which company do you think is more
competitive? Justify your answer.

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