Case Studies in Crisis Management
US-based University network
A large multi-campus university network in the southern U.S. faced a number of potential crisis concerns. With more than a dozen campuses situated in the heart of the hurrican belt, major storms were a frequent cause of business disruption and major damage. Other concerns included the potential for criminal attacks, i.e. "campus shooters" as well as routine concerns about potential reputational issues.
TCG consultants initially delivered a fully customized two-day executive training session to C-Level managers, designed to provide them with an overview of crisis leadership issues and best practices and to facilitate a practical, focused discussion of issues, risks and potential business impacts. Following this session, TCG worked closely with the client's newly appointed director of crisis management to help develop a comprehensive all-risks crisis management framework and corporate plan.
The client now has crisis management teams in place at the corporate cand campus level, and invested in training and technology to better enable it to manage effectively through any type of crisis.
Multi-national Biotechnology Research Corporation
A global biotechnology research partner that provides mission critical laboratory and research services to the world's leading pharmaceutical companies required a cost-effective approach to crisis management for. With largely independent operations in over two dozen countries world-wide, it required an approach that would recognize the significant differences between each local operation while providing a high degree of standardization to enable rapid, cost-effective roll out with minimal corporate support.
TCG worked closely with the corporate managers leading the project to develop a CAPER-based crisis management framework that met the unique needs of this large, multinational client. A Disaster Recovery Plan was developed and rolled out worlwide, complete with DisasterPakTM Action CardsTM for each crisis management team member. A full transfer of knowledge was completed, allowing the client's own management staff to complete the roll out and manage internal training needs.
Royal Canadian Mounted Police (RCMP)
The RCMP, Canada's national police force, is charged with responsibilities ranging from general service policing in small towns and major cities to nation-wide counter-drug, criminal intelligence, and national security operations.
Faced with a growing need to conduct effective, high-risk policing operations in rural areas, an RCMP Emergency Response Team (ERT) approached the president of TOWHEY Consulting Group for assistance. Working closely with the police ERT, Mark Towhey helped develop an effective operational doctrine that combined existing RCMP procedures with new tactical skills. A realistic training program was then created that effectively built both individual and and team skills.
The program was so successful it was expanded to ERTs from other sub-divisions.
Large Corporate Business Continuity Plan
As part of its preparations for Year 2000, our client -- the retail division of one of Canada's largest and most successful banks -- decided to review and improve all of its existing business continuity plans. TOWHEY Consulting Group was initially approached to develop an operational communication plan to enable the client to continue essential operations, during any major disruptive event or emergency, across a national network of more than 1,000 retail banking branches.
As work progressed, our role expanded to included development and delivery of the Business Continuity Plan itself. Starting from principles integral to our unique CAPER. Crisis Management FrameworkTM , we worked closely with the client to tailor a custom-fitted solution to their business continuity needs. The plan was successfully used to manage the division's critical December 1999 to January 2000 rollover operations. While the plan review was initially sparked by an interest in ensuring readiness for Year 2000, the improved plan will serve as the client's core Business Continuity Plan for many years to come.
