RISK MANAGEMENT SERIES

CRISIS MANAGEMENT & BUSINESS CONTINUITY

PLANNING
Ensure continuous business operations and reduce corporate costs through effective
business continuity and disaster recovery strategies
23rd & 24th May 2011 (Monday & Tuesday)
Sandton Sun, Johannesburg, South Africa

Andrew Hiles, BA, FBCI, MBCS, MIMIS

Director
Kingswell International Ltd, United Kingdom

Unrivalled Course Objectives:

• Analyze characteristics of crisis situations and circumstances
• Reap the benefits from Real-Life Case Scenarios/Best Practices
• Define risks and threats to reputation of the organization and products or services
• Discover a methodical and practical approach to identify how, why and when crisis appear in your
organization and manage their consequences
• Develop effective and holistic incident, crisis, contingency and continuity plans to manage crises
for your industry
• Understand the crucial techniques and time frames to help you handle incidents smarter - before,
during and after the crisis
• Leverage your organization’s current processes and procedures so you are prepared and ready
• Embed your organization’s buy-in to CM and BCM as success factors in mitigating crisis
• Discover methodologies that allow your spokespersons to deliver messages using their own unique
personality: improve credibility and confidence in talking to the media

About Your Expert Trainer:

Andrew Hiles has 25 years of business experience ranging through administration, systems
analysis and design, operations, project management, business process reengineering, business anal-
ysis and consultancy to crisis management and business continuity planning.

He has over 10 years experience in offering training/expertise services in Africa. Clients have
included Alusaf, AT&T, The Cooperative Bank of Kenya, DHL, Dubai World, Transnet,
European Central Bank, JP Morgan, Johnson & Johnson, Kuwait National Petroleum
Company, Pfizer, Philips Electronics BV, Saudi Aramco, Shell, and Vodafone.
 RISK MANAGEMENT SERIES

Design Successful Incident & Crisis Response, Reputational Management

and Business Continuity Strategies and Plans
Over half of all organisations do not have business continuity plans in place. Of those without plans, some
70% of all companies suffering loss of a mission critical facility go out of business within two years. Over
half all business continuity plans have not been tested: 80% of plans fail when first tested. The Effective
business continuity planning, maintenance and testing could make the difference between your company’s
death and its survival. Crisis Management is part of good governance. Don’t let a crisis manage your
company, but learn how to design a strategy and build the team that can successfully manage the crisis.
In this seminar the latest standards in the field will be reviewed and new and innovative techniques will be
demonstrated. This seminar shows how to meet these demands to ensure continuity of business processes

Salvo Global’s “Crisis Management & Business Continuity Planning” intensive course shows how to meet
these demands to ensure continuity of business processes. Delegates will have the opportunity to develop
expertise through hands-on exercises using both new and established techniques and procedures to apply
their new skills in progressive desktop exercises set in a realistic and industry-relevant environment.

Pedagogy
The workshop will be punctuated by graphic case studies, videos and realistic, hands-on exercises based
on the industries of delegates attending.

Who Should Attend?

This workshop is aimed specifically at those with direct responsibility for managing incidents, emergencies
and crises whether at a strategic or tactical level. It will give them practical experience and guidance for
dealing with a wide variety of incidents so as to protect reputation and ensure business continuity, including
Chiefs, VPs, General Managers, Managers, Directors, Heads, Consultants, Team Leaders involved as:
• Business Continuity and Crisis managers
• Operational Risk Managers and all line managers with responsibilities for risk management
• Business analysts, consultants
• Risk managers, crisis managers
• Technical Support managers and staff
• Security managers, planners, advisers and consultants
• Audit professionals – internal auditors, external auditors
• Insurance Managers and analysts
• I.T. and Telecommunication managers, project managers, analysts, strategy planners,
consultants, head of operations
• Property and Facilities Management, premises, building maintenance managers
• Security Officers, Fire Officers, Health, Safety and Environment Professionals and all
professionals with risk responsibilities for people, premises and operations
• Marketing Managers and Sales Personnel who need to protect brand value, reputatio
and market share in times of crisis
• Financial controllers, head of finance
• Communications managers, supervisors
• Public Relations managers, officers
• Quality Managers wishing to understand the impact that quality defects can have on their
organizations

felicia@salvoglobal.com Tel: +65 6297 8545 Fax: +65 6297 8645 www.salvoglobal.com 2
 RISK MANAGEMENT SERIES
More About Your Expert Course Leader
Andrew is a Director of Kingswell International consultants, who specialize in Enterprise Risk Management.
Activities include crisis management, risk and impact assessment, business continuity planning and disaster
recovery planning. Clients include major blue chip companies and smaller, dynamic organizations both in the
private and public sectors around the world. He was founder and Chairman of Survive, the first international
user group for business continuity and disaster recovery professionals. Andrew was also founding Director and
is a Fellow of the Business Continuity Institute, the business continuity world’s biggest international professional
association, and a founder of the World Food Safety Organization. He is an adviser to the Continuity Forum
and to Contingency Planning and Management magazine. In 2004 he was inducted to the BC Hall of Fame in
Washington DC.
Andrew is a published writer and international speaker on business continuity and contingency planning. He is
the author of:
• Business Continuity Management – Best Practice ISBN 0-9641648-3-3.and Enterprise Risk Assessment
and Business Impact Analysis – Best Practices ISBN 1-931332-12-6. The first book explicitly covers all the
ten areas of business continuity competence required for membership of the Disaster Recovery Institute
International (DRII) and the Business Continuity Institute (BCI) and the book is endorsed by both bodies. Both
are published by Rothstein Associates www.rothstein.com.
• Guide to Risk Management, published by the Institute of Chartered Accountants of England and Wales.
• He is also editor and main contributor to The Definitive Handbook of Business Continuity Management,1st,
2nd and 3rd Edition, ISBN 978-0-470-67014-9 published by Wiley & Sons Limited
• He wrote the Business Continuity chapter for Qatar Finance: The Ultimate Resource (QFINANCE), ISBN
10:1-84930-000-3, published October 2009 by Bloomsbury under the auspices of the Qatar Financial Centre
Authority with a Foreword by HE Yousef Hussain Kamal, Minister of Economy and Finance of the State of
Qatar and Chairman of the Qatar Financial Centre Authority.
• Andrew also contributed to the Confederation of British Industry’s Business Guide to Business Continuity
Handbook; to Croner’s Business Risk Briefing; and to Business Continuity Management, published by the UK
Institute of Directors / UK Department of Trade & Industry.
Andrew’s books are required or referenced reading on over 30 campuses globally. He has had some 250 articles
published on crisis, risk and continuity management.
Consulting and training clients have included blue chip international, national and regional banks; insurance
companies; energy, exploration and mining; construction; manufacturers; professional services; telcos and hi-tec
companies; inter-governmental, governmental and other public bodies around the world. Global clients include
but not limited to: Pfizer (UK & USA), Unipath (Unilever), Rolls Royce, Rio Tinto, Kuwait National Petroleum
Company, Johnson & Johnson (Belgium), DHL, British Petroleum, Abu Dhabi Company For Onshore Oil
Operations (ADCO) and many more….

Outcome of the Master Class

By the end of this intensive two day master class, delegates will have learnt how to design a strategy, build
teams and develop effective plans that can successfully manage crisis and maintain business continuity. In
this workshop the latest standards in the field will be reviewed and new and innovative techniques will be
demonstrated. You will systematically learn and practice ways to create, train and exercise crisis management
and business continuity teams in your organization. You will be able to:
• Create dynamic, successful responses to incidents and crises
• Develop winning management and response teams
• Select alternate and secure locations for crisis management and business recovery
• Understand how to set up and emergency management centre
• Create effective, action-oriented, plans to manage through crisis and disaster
• Work with public authorities to reduce the impact of a crisis
• Audit, test and exercise the crisis management programme, using internationally accepted standards

felicia@salvoglobal.com Tel: +65 6297 8545 Fax: +65 6297 8645 www.salvoglobal.com 3
 RISK MANAGEMENT SERIES
COURSE AGENDA – DAY 1, 23 MAY 2011
Crisis and Business Continuity Management: Preparation and Start-up
Module 1 Module 5
Introduction and Objectives Emergency Procedures
• Introducing delegates • Incident Control Manual
• Identifying delegate issues • Incident Control Room (Command Centre)
• Defining workshop objectives • Incident Control Communication
• Damage Assessment and Salvage
Module 2
Project Initiation and Management Module 6
• The 6 key elements of business continuity: Definition Risk Evaluation and Control: Should BCM be
of terms separate from Risk Management Dept?
• Communicating the need • Risk management: the key to security
• Raising and maintaining awareness • Risk analysis: avoidance, reduction, containment or
• Identifying training needs and developing training transfer?
programmes • Risk analysis – methodologies
• How to establish CM & BC policy, project scope and • Critical component failure analysis
terms of reference • Why CM and BCM should be differentiated from
• The project – understanding and implementing Group Risk Management
essential project stages
Exercise
• Links with other projects, contracts and service level
agreements Case Study – Risk Assessment
• Project reporting – how to keep on track

Module 3 Module 7
Different Types of Crisis and How to Handle Them Business Impact Analysis
• Physical Crisis • Business impact analysis: the costs of crisis and
• Environmental Crisis disaster
• Product Contamination / Product Recall • Marketing Protection: Brand Value and Reputation
• Reputation Crisis management
• Recovery Time Objective and Recovery Point
Module 4 Objective – the time window for recovery
Purpose of Crisis & Incident Management
• Incident Control Planning Module 8
• Incident Control Procedures Vital Material Protection
• Incident Control Organization • What are vital materials?
• Incident Control Team • Requirements analysis
• Incident Control Team Action • What is needed for recovery?
• Crisis Logistics
• Dealing with stress and trauma Exercise
Case Study – Business Impact Analysis

Why Not Bring This Training Course Customisation to Your Priorities

Internally?
This training can be customised into an In-house
training program just for your organisation. To
find out more, please contact Felicia at:
Tel: +65 6297 8545 or
E-mail: internaltraining@salvoglobal.com
Pre-Course Questionnaires will be issued to
delegates immediately upon registration for them
to address their specific needs and concerns.
The trainer will discuss these needs at the
masterclass.

felicia@salvoglobal.com Tel: +65 6297 8545 Fax: +65 6297 8645 www.salvoglobal.com 4
 RISK MANAGEMENT SERIES
COURSE AGENDA – DAY 2, 24 MAY 2011

CM & BC Organization, Plan Development, Audit Exercising and Testing

Module 9
Developing Crisis and Continuity Management
Strategies: Maximise ROI on BCM investment
• Strategy options
• Pros and Cons
• Maximizing the ROI of BCP
• Public Relations and Crisis Communication
• Ensuring Stakeholders are Kept Informed
• Handling Official Enquiries
• Developing a PR Strategy
• Understanding the Media
• Establishing Guidelines for Dealing with the Media
• Communicating with Employees, Customers and
Suppliers
• Inter-Departmental Communication
• Using Internet, Intranet and Social Media
Module 10
Emergency Response and Operations
• Immediate response
• Co-ordination with public authorities
Module 12
Developing and Implementing Effective Crisis,
Incident and Business Continuity Plans
• Business management issues and organization
• Planning assumptions and prerequisites
• Writing the dynamic business continuity plan
• Action Plans
• What Makes Truly Effective Plans
• The role of software tools
Exercise
Creating Effective Crisis Management and Business
Continuity Plans
Module 13
Auditing, Testing and Maintaining Business
Continuity Plans
• Plan audit
• How to develop effective CM & BCP Exercises
• Maintaining the plans
• How to embed BCM in the organizational culture

Module 11
Crisis Management and Business Continuity Roles
and Responsibilities
• Crisis Management Team composition and roles
• The business continuity manager: role and tasks
• Departmental business continuity managers: role and
tasks
Exercise
Creating a Business Continuity Organization
Module 14
Business Continuity Global Best Practices and
Standards – BS 25999 and Other Standards:
Meeting The Requirements Ahead
• Standards as shared best practice
• BS 25999; NFPA 1600 2010; ISO/IEC 24762: 2008;
ANSI/ASIS SPC.1-2009; ISO PAS 22399; ANZ 5050;
BS PD 25666; ISO 31000
• ISO 25777 Disaster Recovery Standard
• Global Best practice

What delegates have said about Andrew’s Workshops :

▪ ‘It suited 100%. The group exercises were very good and got you really involved.’
▪ ‘Good content, very well structured, excellent organization’
▪ ‘Excellent. The programme was well structured and delivered professionally by the speaker with
plenty of real-life examples.’
▪ ‘Informative, valuable and well organized’

Certificate of Completion Programme Schedule for Day 1 & Day 2

08:15 Registration & Coffee
A Certificate of Completion 08:30 Opening Remarks & Course Commences
10:30 Coffee Break
will be issued to all Certificate
10:45 Course Re-Commences
of
delegates completing 12:30 Luncheon
Completion
minimum of 90% of the 13:30 Course Re-Commences
total hours of the course. 15:00 Coffee Break
15:15 Course Re-Commences
17:00 End of Course

felicia@salvoglobal.com Tel: +65 6297 8545 Fax: +65 6297 8645 www.salvoglobal.com 5
 RISK MANAGEMENT SERIES

CRISIS MANAGEMENT & BUSINESS CONTINUITY PLANNING

Register Now! Date: 23rd - 24th May 2011
Venue: Sandton Sun, Johannesburg,
Fax: +65 6297 8645 South Africa
Investment per delegate
Contact : Felicia
Tel : +65 6297 8545 2-Day Training USD2,795
Email : felicia@salvoglobal.com Group of 3 or more delegates (from the same company), fee per delegate is

2-Day Training USD2,495

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