Sumit Dhar, Senior Director and Head Information Security and Risk Management, EdgeVerge (Infosys)

1. Catastrophic Incidents
Neglected Aspects of Managing a Crisis
Sumit Dhar
Senior Director & Head,
Information Security & Risk Management
EdgeVerve (Infosys)

2. Tony Dungy transformed…
Yet, it took a catastrophic incident
to help him win his first
Super Bowl
…the worst team(s) in NFL

3. One meaning Danger
the other meaning Opportunity
The Chinese got it right…
…represented crisis with two characters

4. Source:
The Impact of
Catastrophes on
Shareholder Value
(Rory F. Knight &
Deborah J. Pretty)
The Oxford
Executive Research
Briefings
Does managing crisis well…
…really make any difference?

5. Trial by fire: Two companies…
…same crisis, different results!
Advance preparation and robust
planning ensures proper
crisis response

6. Build a risk management culture:
Anticipate | Prevent | Prepare
Ineffective risk mgmt culture…
…resulted in the largest oil spill!

7. Extraordinary crisis…
…outstanding response!
Strong leadership
with swift & decisive action

8. How a tyre fiasco…
…destroyed a 100 year relation!
Focus on the core issue;
avoid blame game

9. Loss of life due to a…
…fire at King’s Cross Station
Poorly defined roles and
responsibilities for crisis management

10. Improper response to a crisis…
…impacts the entire food industry!
Failure to communicate leads
to rumors, misrepresentation & poison

11. Summary…
…or how to tie it all together!
↘ Advance preparation: Nokia Example
↘ Proper Culture: BP Example
↘ Act decisively: Tylenol Example
↘ Avoid Blame Game: Ford – Firestone Example
↘ Everyone’s responsibility: London Underground
Example
↘ Proper Communication: Monsanto Example

12. References
The Resilient Enterprise by Yossi Sheffi
(MIT Press)
Risk Issues and Crisis Management by
Michael Regester and Judy Larkin
The Power of Habit by Charles Duhigg
The Impact of Catastrophes on
Shareholder Value by Rory Knight
Feeding Frenzy by Jon Harmon
Managing Risks – A New Framework
Harvard Business Review
A Bitter Pill by Joy Bergmann
Managing a Crisis you tried to Prevent
Harvard Business Review
Managing Crises before they Happen
by Ian Mitroff
How to avoid Catastrophe
Harvard Business Review

13. Sumit Dhar
Connect: in.linkedin.com/in/sumitdhar