Crisismanagement & besluitvorming 1
Crisismanagement & besluitvorming 3

Crisis management and decision-making

A pioneering pharmaceutical multinational wishes to train and exercise its local crisis and support teams based on relevant crisis scenarios. What unusual, yet realistic practice scenarios can be used to challenge these teams in crisis management and decision-making?

Origin

A pioneering pharmaceutical multinational wishes to train and exercise its local crisis and support teams based on relevant crisis scenarios. What unusual, yet realistic practice scenarios can be used to challenge these teams in crisis management and decision-making?

Challenge

Production safety and care for patients/clients are paramount in the production process and are a matter of course in our thinking and acting. But how evident is the response of the crisis management team and support teams when the crisis suddenly comes from an unexpected source and people are forced outside of their comfort zone? For example, if the threat is aimed at reputation, security or continuity?

Approach

As a starting point, a top-10 of crisis scenarios was determined in collaboration with the crisis team and relevant stakeholders. These scenarios are subsequently trained in a multi-year exercise plan to achieve the desirable level of routine in decision-making.

By tailoring the scripts of the crisis management exercise each time, a high degree of reality is achieved giving the team the experience of a real scenario.

Decision-making

Through the approach and the post-exercise evaluations, it becomes clear to all participants that success or failure in a crisis response is often determined by the way in which decisions are taken. Once a crisis team establishes such routine, the team is capable of managing any kind of crisis, regardless of the content of the incident or crisis.

Result

The training cycle has been established and lessons learned are increasingly being put into practice.


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