Ten Tips for Business Continuity Success
- Prepare for the Worst. Imagine worst-case scenarios when planning for disasters. Don't underestimate any single difficulty you may encounter.
- Build an Enterprise-wide Plan. Plan for a recovery that addresses everything from computers to customer service phone banks to paper-based assets. Every critical function that keeps the business in business must be recovered/maintained
- Exercise Your Plan Regularly. A common shortcoming of many well-meaning businesses. The only way you can gauge effectiveness and trouble-shoot weak spots is to regularly test the plan.
- Put Your People First. Don't lose sight of the human element. Although the survival of the business is at stake, your employees may be facing their own personal tragedies. Include programs to help employees in your business recovery plan (medical care, financial assistance, stress relief, etc.) Unless their families and personal property are safe, your employees will not be focused on recovering the business.
- Management Must Lead the Process. Business continuity most often fails when senior management is not fully committed. Not only should the "big guns" be out in front during the planning process, they should also be highly visible during the recovery.
- Update Personnel on Daily Progress. Every single employee with a role in the recovery should be updated on its progress. Rumors and misinformation are bad for business and can hamper the recovery process.
- Build a National Vendor Network. Some disasters cause damage that is widespread. If it brought you down, it may also have knocked out your local vendors as well. You'd better have a back up supply-line that is out of the line of fire. This includes business continuity vendors, banks and other key suppliers.
- Anticipate Communications Problems. Natural disruptions such as earthquakes and hurricanes can bring down phone and power lines. If you don't have access to cellular phones and two-way radios, you might not be able to communicate with key personnel.
- Expect the Unexpected. No matter how well prepared you think you are, there will be some unexpected challenges and expenses. Food, for example, is a commonly overlooked expense that employees will face while at a distant recovery facility. The company must expect to pick up the tab during most of the recovery process.
- Use Crisis Management To Your Advantage. A proactive approach is called for, especially where your customers are concerned. They won't blame you for experiencing a disaster, but they will probably not accept excuses when it comes to the speed of your recovery or the level of your customer service. A little proactive effort on your part can yield handsome returns in customer confidence.
