Documente Academic
Documente Profesional
Documente Cultură
Este un ghid pentru crearea propriului Plan de Criz i se bazeaz pe mai mult de 80
de planuri de criz pentru corporaii, sisteme scolare, i agenii guvernamentale din
toat lumea.
Odata construit, este indicat ca planurile sa fie consultate si de membrii echipei de
urgen sau aciune astfel nct sugestiile i recomandrile lor s poat fi incluse n
documentul final.
Inainte de a ncepe ntreab-te dac tu sau un membru al echipei tale de criz avei
resursele necesare care s v ajute n dezvoltarea unui plan de criz cat mai limpede
i mai complet:
Lista membrilor echipei mpreun cu telefoanele, celularele, fax-urile i email-urile corespunzatoare
Schia pentru facilitile cheie astfel nct responsabilii de urgen s tie unde
i cum s acceseze spatii speciale precum: depozite de calamitati, magazii cu
substante speciale etc.
Nume i numere de telefon ale mass mediei care protejeaz organizaia local i
n pres
24 de ore pe zi, 7 zile pe sptmn (24/7) membrii responsabili pentru
domeniul respectiv i specialitii care pot fi chemai cnd apare un accident sau
incident violent de lucru.
Camerele desemnate pentru fiecare facilitate major n care se opereaz pot fi
schimbate n centru de criz sau camer de coordonare (utilat cu toat
tehnologia telefonic necesar, cu copiatoare-uri, fax-uri, posibiliti de
Monitoare TV
Podium
Gustari
Camera de urgenta a
responsabililor
Cabine
Camera de ospitalitate
Centrul de odihn
Camera scenariu-planificare
Flipchart
Centrul de productie video
Proiector si ecran
Fax-uri
Internet si
Centrul de comunicatii
camera de
Toalete, dusuri
monitorizare
Centrul de telefonie
n cazul n care eful responsabil pentru situatia de criza nu este disponibil, vor fi
contactate persoanele ce urmeaza n ordinea stabilita anterior:
Acas
Celular
Pager
Birou
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CUPRINS:
Personalizeaz seciunea prin indicarea capitolului alturi de subcapitol i numrul
de pagin alocat. Dedesubt o s gseti multe dintre subiectele incluse n planul de
criz ale mai multor corporaii i organizatii non-profit.
Introducere:
Misiunea echipei de criz
Numerele de contact cheie
Sistemul managerial al incidentelor critice
3
Resurse:
Membrii echipei i numerele cheie
Locaiile cldirilor, Staia Agenilor de Paz
Zona spitalelor, centrul de asisten
Consultani
Operaiuni:
Locaia i caracteristicile centrului managerial organizaional n cazuri de criz
Desfurarea oamenilor i a resurselor tehnice pentru situaii n alte state/naiuni
Analizele legale si resursele umane
LUARE LA CUNOTIN;
Am citit i neles Planul de criz pentru organizaia mea datat ___/_____/______
i am neles rolul meu n orice situaie de dezastru sau criz.
Semnatura ____________________
Numele ______________________ Data ________________________________
Aceste formulare pot fi adunate i inute ntr-o singur locaie central, de preferat
de liderul organizaiei de criz. n mod caracteristic nu au nici o valabilitate legala
dar are putere si semnificatie morala si de rsponsabilizare. In eventualitatea n care
mai trziu un membru al echipei pretinde c nu a neles rolul sau ntr-un dezastru,
poate reprezenta o dovad folositoare echipei responsabile n demonstrarea (ne)
indeplinirii datoriei.
ECHIPA TA DE CRIZ SA POATE FI CONTACTAT 24/7!
Ia n considerare completarea spaiilor goale cu termeni despre cine va interpreta
un rol i anume care ntr-un eveniment de urgen al organizaiei. Odat ce pui un
nume, ia n considerare de asemenea o persoan de rezerv n cazul n care aceasta
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Telefon
Celular
Pager
Acas
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Numele managerului_________________________________________________
Inlocuitorul ________________________________________________________
Liderul de echip____________________________________________________
Informaii interne____________________________________________________
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Informaii externe ___________________________________________________
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Vecini, Comunitatea de legatur _______________________________________
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pentru
Psihologi,
Asistena
social_____________________________
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Coordonatorii echipelor de intervenie (n cazul inundaiilor, incendiilor)
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Finane/Control intern _______________________________________________
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Conducerea centrului de criz _________________________________________
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Relaiile
cu
investitorii,
Purttorii
de
cuvnt
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Incendii/Cldiri avariate i Consultani n restaurare ________________________
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ASOCIAIA TA I ALI PARTENERI CHEIE
n timpul unui incident major este foarte posibil s fii copleit de media, cereri din
partea membrilor familiilor ngrijorate, curioilor, pacientilor, clientilor etc.
Ca o anticipare a crizei, este important s identifici pe cei care pot promova
calitate, sfaturi substaniale pentru organizaia ta n cazul unui dezastru. Multe
dintre aceste grupri au o experien considerabil n managementul situaiilor de
criz deoarece ei s-au mai consultat cu multe organizaii similare n trecut.
Aceast seciune este fcut cu intenia de a ghida echipa ta ctre o conferin cu
organizaia pe care o alegi naintea printrii planului oficial. i sugerm s pui
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Ct de uor de gsit este personalul tu intr-un program de 24/7? _____________
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Ai un centru de criz? ________________________________________________
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Cum arat?_________________________________________________________
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Cine l-a proiectat? Unde lucreaz ei acum i care sunt numerele de telefon?
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Ce ai modifica data viitoare cnd ai construi un plan de criz sau ai actualiza unul
deja existent?_______________________________________________________
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Dac am avea o catastrof, ce ai putea face pentru noi ntr-o manier realist i
oportun? (Discutnd diferite metode de urgene, determinarea distanei ntre foc
i explozie, violene la locul de munc prin cutremure, deturnare de fonduri pna
la un raport de pres negativ.)__________________________________________
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Ar putea grupul tu s ne asigure un purtator de cuvnt ?
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Avei faciliti pentru organizarea unei videoconferine imediate astfel nct
echipa noastr s comunice instantaneu cu voi procedurile, planurile de urgen,
documentele, comunicatele de pres, i alte documente la care lucrm i s primim
imediat rspuns?____________________________________________________
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Ct de bine este pregtit asociaia sau grupul tu pentru a ne ajuta
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Am dori s realizm o simulare a unui incident n 2 luni i am vrea s participai i
voi. V vom contacta fr averizare, v vom explica circumstanele, i vom testa
intervenia voastr n timp util a incidentului. Care este reacia voastr la aceast
cerere, i cum vom putea lucra mpreun eficient pentru realizarea unui asemenea
exerciiu?
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Ce experi veti folosi pentru a negocia cu criticile ce apar intr-un astfel de incident
membru?______________
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Care sunt liderii n domeniu cu care ar trebui s discutam sau pe care ar trebui s-i
aducem la seminarii sau training-uri educaionale?________________________
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CE AR PUTEA MERGE RU?
Echipa ta ar trebui s revizuiasc lista iniial a incidentelor care ar putea paraliza
organizaia. Aceasta list ar trebui extins ca s includ pe cei specifici
domeniului vostru sau mai ales datorit riscurilor care s-ar putea ivi n contactul
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domeniul vostru.
Punctele sunt adaugate astfel nct odat cu revizuirea efectuat listei de echipa
voastr s putei aduga alte discuii sau corecta.
Moartea sau boli grave al CEO sau directorului general______________________
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Produs avariat/ retragere______________________________________________
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Foc_______________________________________________________________
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Pierdere chimic la sau aproape de instalaiile voastre_______________________
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Ploi abundente, uragane, tsunami, val de caldur___________________________
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Raporturi
de
investigare
privina
unor
activiti
suspicioase
instituie___________________________________________________________
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Arestarea unui numar de angajati pentru trafic de droguri, activiti ilegale pe
internet____________________________________________________________
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Avioane, ci ferate, sau alte ciocniri n apropierea lor care pot distruge
comunicaiile locale i sistemele de transport______________________________
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Furtul unor informaii particulare de ctre un angajat sau de ctre un hacker
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Demisia neateptat a mai multor membrii cheie ai personalului_______________
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Mai multi clieni anuleaz cererile, cernd anulri__________________________
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Un act de violen la lucru_____________________________________________
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Explozie n apropierea instalaiilor ______________________________________
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Un
neateptat
proces
major
din
partea
unui
client,
distribuitor,
competitor_________________________________________________________
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Un dezastru financiar care ar putea paraliza abilitatea organizaiei de a aduce bani,
sau care ar putea necesita un process din partea acionarilor cernd o nou echip
managerial________________________________________________________
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O lovitur neateptat din partea angajailor_______________________________
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JURNAL DE CRIZ
Acest formular ar trebui completat de ctre responsabilii cheie n cazul unui
incident astfel nct acest jurnal s fie pstrat aa cum este ca s se tie cine a fost
contactat i n ce ordine. Este realizat dup un foarte bun i de succes program
realizat de Joseph Liska, fost director al managementului pentru criz la British
Petroleum. Joe spune ntr-o criz, nu vrei ca 5 oameni sa sune aceeai person
cnd acel timp poate fi folosit mult mai productiv pentru decizii mai importante.
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OAMENI, DE ASEMENEA IMPORTANI!
Planul tu de criz ar trebui s includ numele unor oameni de afaceri, politicieni,
etc. pe care ai putea s-i contactezi n cazul un incident major. nc odat, echipa
ta ar trebui s discute i s dezbat aceast list, s circule prin diferite
departamente pentru verificari i aprobri, i dup aceea asigurai-v c fiecare
persoan aflat pe list a luat la cunotiin c numele ei sau lui va aprea ntr-un
plan de criz pentru posibil activare n cazul unui incident.
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Nume
Telefon
Acas
Celular
E-mail
Birou
Pager
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Consultant n caz de criz
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Expert n comunicare
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Construcii/Faciliti
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inta
Nume
Telefon
Acas
Celular
E-mail
Birou
Pager
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Consultant n caz de distrugeri
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Oficiali locali
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Psihologi
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Ageni de cltorie 24/7
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nchiriereProprietatea real
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RAPORT DE CRIZ
Acest formular ar trebui completat i trimis imediat pe fax sau pe e-mail cu
revizuirile care au loc la fiecare 4 ore ntr-un incident. Ajut pentru inerea n
alert a tuturor membrilor crizei n cazul victimelor, stricciunilor, schimbarea
evenimentelor, noilor cereri, noilor ateptri. Avocaii vostri ar trebui s
revizuiasc raportul final al crizei i s se asigure c nu cer nici o informaie care
19
poate fi folosit mai trziu ntr-un proces care s demonstreze c compania voastr
a tiut de schimbrile sau circumstanele atenuante care nu au fost adresate corect.
n general, majoritatea observatorilor cred c avnd un complet i vast raport de
criz este mult mai bine dect unul incomplet sau fr nregistrri fcute n timpul
unui serios incident.
Sumarul incidentului i primele aciuni de urgen _________________________
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Fataliti/prejudicii __________________________________________________
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Facilitile medicale unde victimele au fost trimise _________________________
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Cine anun familiile? Cine ine jurnalul i pstreaz contactul cu ei?___________
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public i cereri. Mai multe copii ale urmtorului formular ar trebui s fie valabile
pentru tabloul de comand i pe web.
Amintete-i c ntr-o situaie ideal, membrii echipei tale de criz or s sune toi
aceti indivizi cheie ca s evite astfel s fie sunai de ctre ei! Oricum,
recunoscnd c fiecare criz este unic i c echipele, mai ales n organizaii mici,
pot fi copleite, este mai bine s fii pregtit s primeti i s rspunzi la ct mai
multe cereri ale publicului.
ntr-o urgen aceste formulare trebuiesc procurate de ctre membrii echipei la
fiecare or astfel c echipa se dedic principiului c fiecare cerere va fi rezolvat
dup aceste indicaii:
Membrii familiei: 30 minute
Mass Media: 60 minute
Oficialii locali: 90 minute
Investitorii majori: 90 minute
Angajaii, via e-mail: 120 minute
Clienii cheie/distribuitorii: o zi
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ANCHETA PUBLIC
Data_____________________________________Ora______________________
Numele vizitatorului_________________________________________________
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Organizaia lui______________________________________________________
Adresa____________________________________________________________
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Telefon
Celular
Pager
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Acest vizitator a cerut urmtoarea informaie sau a furnizat urmtoarea informaie
(te rog s fii ct mai specific i citeaz persoana, n special dac ei sunt ostili sau
ciudai n orice fel)
Acest formular a fost trimis de ctre_____________________________________
Ctre _____________________________________________________________
Urmrind aciunea luat ______________________________________________
__________________________________________________________________
Aceast persoan a fcut orice fel de nelegere care ar trebui raportat la
departamentul de securitate sau la poliia local?
Da_________(detaliaz
cuvintele
exacte
spaiul
de
mai
jos)
Nu____________
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SISTEMELE DE INFORMAIE (IS) ALE PLANULUI DE URGEN
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Cea mai bun aprare a organizaiei tale este s lucreze cu un consultant software
i hardware local care s asigure c toate sistemele sunt compatibile cu toate
principiile general acceptate influennd calculatoarele i operaiunile aferente. n
aproape fiecare mare ora sunt specialiti gata s te asiste; asigur-te c ei posed
recomandri uor de verificat i c discui cu foti clieni. Muli consultani IS
ofer verificri ale sistemelor interne i externe pentru a se asigura c munca este
complet i performanele sunt atinse.
S ne nchipuim c, n ciuda celor mai bune eforturi depuse de ctre organizaia ta,
o serioas urgen cu departamentul IS (information system) poate provoca
pagube n privina clienilor i distribuitorilor. i peste toate acestea dincolo de
controlul echipei de criz, dar pentru care echipa de criz ar trebui chemat s
rspund, mai apar:
Pierderea electricitii pentru o perioad prelungit de timp
Perderea altor utiliti, important apa
Probleme majore cu transportul, incluznd cale ferat, aer, autostrzi, i
drumuri locale, ncetinnd sau mpiedicnd livrarea produselor
Sistemele bancare i financiare ncetinite sau distruse
Pierderea telecomunicaiilor sau oprirea lor periodic
n aceste pagini echipa ta ar trebui s rspund la ntrebri ale unor misiuni critice
i rspunsul specific fiecrei operaiuni.
1. Am angajat consultani IS s ne sftuiasc cum s ne descurcm ntr-o criz
IS? Unde sunt recomandrile lor? Au fost introduse?
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2. Am evaluat performanele la alte companii asemntoare ncurajnd dialogul
cu ele pentru a ne asigura c vom ntlni i depsi standardele industriale?____
24
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3. Au fost departamentele noastre financiare i de telefonie testate pentru a
determina dac sunt capabile s lucreze ntr-un eveniment major IS? ________
_______________________________________________________________
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4. Ce plan pentru un eveniment neprevzut a fost realizat s asigure comunicarea
nostr cu clienii (pacientii) ntr-o manier rapid? In ce fel departamentul
nostru de vnzri i marketing comunic i ncurajeaz clienii ntr-o manier
rapid?_________
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5. Care este lista cu cele mai grele scenarii care credem c ar dezbina organizaia
noastr? ________________________________________________________
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6. Ce manageri vor fi contactai din organizaia noastr n cazurile de la
ntrebarea 5? De ce resurse i suport managerial au nevoie ei ca s testeze
planul de urgen? ________________________________________________
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7. Care este planul nostru de comunicare ntr-un eveniment al unui serios incident
pentru a comunica cu angajai, clienti, distribuitori i presa? _______________
_______________________________________________________________
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MASS MEDIA
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Note adiionale _____________________________________________________
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Cui a fost dat acest formular? __________________________________________
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Numele tu________________________________Data ____________________
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TOAT POLITICA ESTE LOCAL
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Telefon
Telefon
Celular
Adres E-mail
Birou
Acas
__________________________________________________________________
Primar ____________________________________________________________
__________________________________________________________________
Managerul orasului __________________________________________________
__________________________________________________________________
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eful Poliiei locale__________________________________________________
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eful pompierilor____________________________________________________
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Nume/Titlu
Telefon
Telefon
Celular
Adres E-mail
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Birou
Acas
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Vecintatea, Preedintele _____________________________________________
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eful de urbanism ___________________________________________________
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Oficiali regionali____________________________________________________
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Alii______________________________________________________________
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De asemenea lista difer pentru fiecare persoan dac funciile nu sunt valabile.
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RELAII CU CLIENII
Fr clieni o organizaie nu ar putea supravieui. n timpul i dup o criz
ncrederea clienilor (pacientilor) poate fi pierdut dac nu sunt informai la timp
i ntr-o manier nelegtoare despre detaliile incidentului.
Ce caut un client n timpul unei crize? Ed Goodin spune: Ei vor asigurri. Vor
s tie c orice s-ar ntampla incendiu, inundaii, contramandarea produselor
nu i vei dezamgi. i dac nu primesc veti de la voi repede, vor face
presupuneri care nu sunt deloc pozitive pentru c aa este natura uman. Ai ansa
s cluzeti pozitiv clientul dac l asculi mai nti i dup aceea vorbeti.
Nume/Titlu
Telefon
Telefon
Celular
Adres E-mail
Birou
Acas
__________________________________________________________________
Telefon
Telefon
Celular
Adres E-mail
Birou
Acas
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Ce vei face s-i asiguri c aa ceva nu o s se mai ntmple niciodat?
(Aceasta este numit puntea posibilitatea pentru purttorii ti de cuvnt de a
lua nite rspunsuri tipic negative i a le transforma n ceva pozitiv pentru
companie. Discut uurarea pailor printr-o revizuire a procedurilor, a unor
cooperri fr precedent cu autoritile locale orice este necesar pentru a
transmite onest un sens al urgenei i al devotamentului pentru rezolvarea acestei
situaii.)
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