CWT Responsible Business Report 2012 - Carlson Wagonlit Travel

ContentsChapter 6 - Responsible Products and Services2012 Responsible Business Report -Chapter 6Disruption reportand databaseBusiness continuityCWT TravelStress IndexCWT Meeting OptimizerCompany sites send notifications and updates to the LondonESC using a downloadable disruption report form. The Centermanages a database to record and describe all disruptionsreported per site. This data is used to provide semi-annualstatistics to countries, regions and program management teamson the number and types of disruptions per site.Crisis managementBy their very nature, crisis events are unpredictable. The successof CWT’s response depends upon the capacity to act quicklyand decisively with limited information and unknown variablesas well as the ability to articulate the way forward for all staff.A crisis is a major disruption (such as fire, pandemic, natural disaster, poweroutage, workplace violence to an employee, IT and telecom failure, etc.)directly affecting the CWT organization and not solved only by activation ofthe Business Continuity Plan.A crisis can also be a situation of major disruption/incident potentially affectingthe safety and security of travelers.A situation is also considered a crisis when the reputation and/or the brandof the company are exposed and/or when a CWT employee is physicallyinjured during the course of his/her work.All disruptions/incidents shall be reported to regional and/or headquartersmanagement in order to ensure the timely activation of the relevant crisisorganization.The relevant crisis team (regional or corporate) will coordinate managementof the situation with all locations involved.In the event of a crisis, CWT’s Corporate Crisis Team aims to:Secure the immediate safetyand well being of CWTemployees and customersInform all stakeholdersManage financial and legalconsequencesEnsure appropriate action toavoid re-occurrenceProtect our assets and maintainnormal operations or, if normaloperations cannot bemaintained, resume the highestpossible level of operationswithin the shortest possible timeBusiness Continuity Management KPIsBy the end of 20131. All CWT wholly owned offices (50 countries) have aBusiness Continuity Plan (BCP) in place, which isdocumented and tested, with two drills completed.2. A dashboard will be in place to monitor the total numberand types of incidents in all wholly owned CWT countries(excluding IT & telecom incidents)3. All executive members of the Corporate Crisis Team will betrained and will have participated in a full activation drill.Copyright © 2013 CWT76