Crisis management: how to develop a crisis management plan
Crisis is an extraordinary event, business organizations can not just rely on existing routines and systems to cope with, must be formulated in advance to deal with crisis procedures and response plan. Any business process, can not avoid the occurrence of a crisis, the important thing is how to deal with the crisis to make things better, that is, the ability to tide over the difficulties can be turned around. In other words, the principle of crisis management is that all handling procedures are mainly to reduce the harm of the event; to take personal safety as the premise; pay attention to the environment and other safety issues; try to make the organization can operate as usual, so that members of the company can grow up in dealing with the experience of the crisis; after the event has been calmed down, it can become stronger and more intelligent. In the initial stage of establishing the crisis management mechanism, first of all, according to the stage of the task, the establishment of a variety of tasks organized groups, respectively, for emergency response team, crisis management team and the operation of continuous implementation of the supervisory team. In the first stage, the company establishes Emergency Response Team (ERT) as the first time to arrive at the scene after the accident. The purpose of establishing ERT within the company is to avoid casualties or property loss due to unexpected emergencies, and it is hoped that this task-organized response personnel will provide a program of response measures and control the disaster from expanding. Then, the company establishes a crisis management team to take over the subsequent development of the incident and the post-disaster recovery tasks according to the steps in the Crisis Management Handbook. Finally, the company must ensure that daily operations continue as soon as possible, and that after a major crisis, the company's important operations to customers can continue without interruption, so it is necessary to set up a supervisory team to control the quality of operations. The implementation process of the crisis management system can be divided into several stages: identification stage, prevention and planning stage, response control stage, recovery stage, and experience acquisition stage. Since crisis situations are divided into two categories, i.e., sudden and potential. In the whole process of crisis management, it is necessary to recognize the type of crisis first, and identify the positive benefits of crisis is to take preventive measures in order to prevent problems beforehand. Because the crisis is an extraordinary event, the enterprise organization can not only rely on the existing routines and systems to cope with, must be formulated in advance to deal with the crisis event procedures and response plan. In particular, members involved in crisis management, to comply with the **** the same principles of handling, to avoid a crisis event is not handled properly, triggering a chain reaction of other crises. When the crisis event is completed, the members of each group should follow the crisis management system to respond and control, and the beginning and end of the crisis event, the handling process and the current situation and other information into a written document, to the stakeholders of the crisis, to carry out the necessary explanation and communication. In the recovery phase after a crisis, there are usually short-term and long-term recovery plans. The so-called "short-term recovery plan" refers to the plan to recover to the start of the provision of products or services after the occurrence of a disaster; the "long-term recovery plan" refers to the plan to completely recover to the original state. In the final stage of crisis management, review the strengths and weaknesses of the crisis management, from which experience can be gained, to avoid the recurrence of the crisis, the same mistakes, and hope to learn important lessons from it.