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Business Continuity Planning as an Important Service in Facing Crisis and Disaster

07 October 2020

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A number of businesses have experienced challenges during the COVID-19 pandemic, both from a financial and operational perspective. Not only did income fall, but productivity also fell. The term Business Continuity Planning (BCP) and its function in companies is not a new term in the business world, but it is rarely a priority because it requires more costs and requires time to implement. In fact, disasters can occur at any time and it is not known when and how long they will occur, so it is necessary to do careful planning so that the business continues. So that Business Continuity Planning is needed by almost all companies.

Definition of Business Continuity Planning (BCP)

Business Continuity Planning is a situation where business conditions must continue to run by planning and making work plans to anticipate organizational conditions when a disaster occurs. Business Continuity Planning ensures a business can run and provide its services after a disaster. Business Continuity Planning is designed as a preventive or preventive action so that if a disaster occurs, the company and business processes will not be hampered. The purpose of this Business Continuity Planning is to keep the business operating despite the disruption and save the information system from the impact of further disasters. Business Continuity Planning can minimize the effect of events from disruptions on operations and reduce the risk of financial losses and increase the organization's ability to recover as soon as possible from these disruptions. Based on these objectives, Business Continuity Planning can help minimize costs associated with disruptions and reduce the risks associated with it.

Planning Phase of Business Continuity Planning

The planning process of a Business Continuity Plan will enable companies to find and reduce threats, respond to an event when it occurs, recover from the immediate impact of an event and finally restore operations to their original state. Reduce, respond, recover and restore or better known as the Four R's in the Business Continuity Plan.

Based on the CISSP (Certified Information System Security Professional) standard, there are 4 phases of the BCP process, namely:

  1. Scope Determination and Planning. At this stage, all the elements needed when a disaster occurs, such as a person in charge when it occurs, the budget for when a disaster occurs, and critical areas that need to be protected and must continue to run. Some of these critical areas include LAN networks, WANs, computer servers, data communications and telecommunications, workstations, application and software backups, media and records for storing important data, and human resources as post-disaster officers during the production process.
  2. Determination of the Business Impact Assessment (BIA). BIA is used to help business units understand the impact of a disaster and is carried out before creating a Disaster Recovery Plan (DRP). This stage includes the implementation of risk analysis and determining the impact on the company regarding potential loss and risk analysis in 2 forms, namely those related to money value (quantitative) and impacts related to operations (qualitative).
  3. Development of Business Continuity Planning (BCP). In this process, emergency preparation includes an implementation plan, a test plan, and a maintenance plan. At this stage also determines an alternative business recovery operating strategy for business recovery within a predetermined time period by appointing a team with pre-determined capabilities.
  4. Approval of Plans and Implementation. This process is to test the Business Continuity Planning. Next is training and outreach to all employees and evaluating the results of the training. The final step after evaluation and improvement is to seek final approval from management.

Benefits of Implementing Business Continuity Planning

The benefits obtained when the company implements Business Continuity Planning are:

  • Protect company assets
  • Improve organizational reputation
  • Increase organizational resilience
  • Protect the achievement of organizational goals
  • Contribute to the continuous improvement of the organization

In the present era, especially in a pandemic like this time, companies need to implement good Business Continuity Planning to avoid hampering company performance. The most important thing about this Business Continuity Planning is how to make the company survive in the midst of a crisis but still focus on providing optimal service to customers.

Business Continuity Planning Services

Surviving a pandemic helps businesses to continue and integrate with all disaster recovery and emergency initiatives in a stronger response to any disaster. Here's how Business Process Outsourcing (BPO) can help speed up the implementation of the business continuity planning process:

  • Availability of Information. Confidentiality, integrity, and availability or what is often known as the CIA's simple security model but must be applied to information security policies within the company. Information is an important part of doing business with various situations and threats that exist today. Business Continuity Planning is a way to ensure that one of these models is implemented to be able to deal with disasters that occur.
  • Customer Experience Continuity. Contact centers have become part of the Business Process Outsourcing to convey important information to customers both inbound and outbound across various channels. The availability of this service will make it one of the companies to survive and sustainable business in serving customers and ensuring that the customer experience can be carried out optimally as well as during a disaster.

Preparing business continuity planning, especially for contact centers, is important to provide optimal service to customers. The resources needed, such as premises, human resources, IT systems, networks, infrastructure, data centers, applications, and communications, need to be considered. The most important thing is to analyze the situation of each company because every company has different levels. In addition, it is also important to consider having a cloud-based backup as a solution for operational efficiency.

Business Continuity Planning readiness to ensure the customer experience runs optimally is a challenge in itself. There are several options at the Business Continuity Planning level available by analyzing the 4 phases of BCP that were discussed earlier. BCP will be implemented in conjunction with the Disaster Recovery (DR) strategy, where each company will have different levels of DR both in the Recover Point Objective and the Recovery Time Objective. The right level of DR will be a critical factor in BCP's success in ensuring the expected business resilience. Contact marketing@vads.co.id for consultation and application of your company's BCP so as to maintain and improve your company's customer service.



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