CWT Responsible Business Report 2012 - Carlson Wagonlit Travel

ContentsChapter 6 - Responsible Products and Services2012 Responsible Business Report -Chapter 6Business continuityCWT TravelStress IndexCWT Meeting OptimizerBusiness Continuity Plan:Robust business continuityplanning and validationTThe company’s BCPcovers a wide varietyof potential incidents,from local to regionaldisruptions. Potentialactivity disruptions include eventssuch as those resulting from thefailure of a CWT infrastructurecomponent or a major eventaffecting the travel industry. Inmany cases, the impact on CWT isa surge in demand as a result of, forexample, a strike action affecting acarrier or flight controllers, weatherconditions impacting one airport, orthe grounding of a specific aircrafttype by an airline or manufacturercausing flight cancellations in aregion.CWT requires all of its whollyowned entities to have a detailedBusiness Continuity Plan, builtupon a template developed bythe company’s Corporate BusinessContinuity/Crisis department.It provides guidelines and aframework for CWT managers toensure appropriate managementof disruptions and/or incidentsaffecting CWT as an organization.In addition to wholly ownedcountries, the requirement appliesto CWT’s joint venture companies inChina, Indonesia and Japan. It alsoapplies to all support locations, suchas HQ offices, dedicated BusinessTravel Centers, U.S. military andgovernment services, dedicatedMeeting and Events locationsworldwide, and dedicated Energyand Services offices.The Business Continuity Plantakes into account six scenarios:fire, pandemic, natural disaster,power outage, workplace violenceand IT and telecom failure. Plansto manage IT and/or telecomdisruption are defined by IT andtelecom organization and managers.The Business Continuity Plan foreach company site is built aroundthree phases: preparation, activationand recovery. The plan includeschecklists for each phase. Forexample, the Preparation phasechecklist describes actions to beundertaken before any event occurswhile the Recovery phase checklistdescribes action to be undertaken toreturn to normal operations.Every CWT office must test its BCPand conduct at least two drillsevery year. Corporate policy alsorequires that all managers andBCP owners attend an initial BCPcorporate training session and thatall staff attend Business Continuityawareness training through CWTUniversity.Company policy stipulates that a“BCP owner” must be identified ineach CWT office. The BCP owneris responsible for completing,updating and maintaining theoffice’s Business Continuity Plan,for ensuring training and trainingrecords for all employees, and forensuring that an audit is performed.Audits must be performed once ayear, via the company’s OperationalExcellence program.Copyright © 2013 CWT74