Managing effectively through crisis is now expected of prepared and well-managed organizations. Stakeholders, observers, and markets – including employees, partners, customers, shareholders, regulators, oversight bodies, financial markets, and the media – are unforgiving of management teams that do not prepare, test, organize, and staff their organizations for crises because reputation, financial performance, market value, and legal/government actions are at risk. Prepared companies develop a “toolbox” of response plans within an overall crisis management governance framework that establishes a continuous improvement process through which the organization “learns” from its simulations, scenario planning, exercises, and real crisis events, and adjusts their programs accordingly.
The normal organization chart does not adequately serve companies during crisis scenarios because the roles, responsibilities, and decision-making critical to crisis assessment, management, and execution (emergency operating procedures) are quite different than the standard operating procedures in use during normal situations. The skills, experience, and training necessary for competent emergency or crisis management are different than those optimized for everyday operations. Decision points come far more quickly during a crisis, requiring accelerated decision-making that may have to leapfrog conventional management levels, budget approvals, and internal and external communication systems. Since emergencies and crises seem to perversely occur when affected parties are anywhere other than at their desktops or in the emergency operations center or security operations center, well-prepared organizations are building their crisis plans on innovative mobile platforms that can dynamically geolocate team members wherever they are, support live collaboration, and accelerate crisis management among geographically dispersed staff.
Ankura provides a portfolio of advisory and facilitated services and technology platforms to help organizations manage crisis situations: