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Crisis Management Plan Dell International Services - Hyderabad Blue Book Version 1.0.

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Presentation on theme: "Crisis Management Plan Dell International Services - Hyderabad Blue Book Version 1.0."— Presentation transcript:

1 Crisis Management Plan Dell International Services - Hyderabad Blue Book Version 1.0

2 DIS Hyderabad Dell Confidential Site Response Team Amit Ranade (ABOCC) Kiran Kumar Chaparala (Security) Narayan Devireddy (IT - GDC) Priyadarshan Pagdi (Facilities/ Transport) Mohit Gaur (CCO Manager) Deepika Reddy (HR) CMTSRTRepresentatives EMERGENCY Rajeev Kapoor (Site Director) CMT: Crisis Management Team SRT: Site Response Team Bhupesh Bhatt (IT) Kiran Kalluri (CTS/SE) Subhodh Subramanian (Capacity Planner) Roopesh Verma (Security) Ashwin Kumar (AM EMEA /Canada CC) Thota Phanimadhav (CCO Lead) Murli Ganpathi (AM EMEA EBox) Rajesh Hedge (EMEA Sales SMB ) Rajesh T (ABO CC) Tapan Sabarwal (AM CTS) Arindam Saha (Finance) Arvind Shukla (AM CTS) A Srinivasu (Facilities/ Transport) Sundeep Kunchala(IT GDC) Shyam KT (IT) Nicolai Moresco (EMEA Sales SMB) Hanumantha Rao SVS (Facilities) Anand Ramanarayan (Finance) Ajay Arora (Corp Communications) Mani Shyam (Canada Sales) Manish Gupta (EMEA Sales DHS) Jagmohan Marwah (Care UKI/Canada) Behzaad Habibi (EMEA Sales DHS) Chitra Rajan(EMEA Sales SMB ) VB Krishna (AM GFS) Nitin Sehgal (AM GFS) Sheel Majumdar (HR) Raj Shekar (IT GDC) Ashok Prithviraj (GFS) Shakila Rahim (Corp Communications) Amit MK (GFS) T Ganesh (EHS) Mohit Verma (Training) A Srinivasu (EHS) Harkirat Bedi (Global Online Order Ops) Ramesh Devrakonda (EMEA Sales DHS ) Puneet Oswal (EMEA Sales DHS ) Malay Sarkar (CCO Lead) Pramod Reddy (Transport) Aejy Alias (Training) Ravichandra Naineni (Cons sales CCO Manager) P, Udayshankar (Sales CCO)Arvind Degala( Sales CCO)

3 DIS Hyderabad Dell Confidential Key Contact Details

4 DIS Hyderabad Dell Confidential Key Contact Details

5 DIS Hyderabad Dell Confidential Riots / War / Political Uprising / Bandh ProbabilityLowImpactHigh Impacted Items / Businesses Employee Transport System, All BU’s BCRP Strategy To thoroughly validate affected areas and plan alternate routes for employees to reach back home To redirect customers to alternate sites for un-interrupted customer service. Contingency Actions Transport Head & SRT to assess the scale of impact, the level of emergency and condition of vehicles movement in tri-city using the severity level classification. If severity level > 4, all members of SRT will be informed CCO to inform Global CCO; if possible outage > 25% & transport delay > 4 Hrs; for redirection of calls Logistics team to become active and undertake subsequent implementation activities. Transport helpdesk and Emergency toll number to be activated for concerned employees / parents. Alternate transport routes to be identified or Alternate transport arrangements to be made by Transport Team. In house bedding to be arranged for employees not able to go home by the Facilities Team and extra food arrangements to be made by Facilities team. Communications to be sent out to staff members periodically on the present conditions via Periodic announcements on Public address system and Mail ALL “DIS”. Close the Invoked disaster plan when normal routes available / city safe for plying vehicles on confirmation from the police station. Information to this effect to be conveyed by SRT Click Here for detailed plan RCCO Help Desk WCCO Help Desk GCCO Help Desk Priyadarshan Pagdi – Facilities Manager Rajeev Kapoor – Site Lead Kiran Kumar Chaparala – Security Manager Pramod Reddy – Transport Manager Key Contacts

6 DIS Hyderabad Dell Confidential Riots / War / Political Uprising / Bandh ActivityOwner Trigger about the possible Riots/War/Political Uprising/Bandh Facilities/Security/Employee/Other Media Confirmation on Outage/Riots/War/Political Uprising/Bandh post trigger Security Inform all necessary stake holders about the Bandh - Media: Mail; Audience - Site Director, CCO Director, CCO Manager, Capacity Planner, Facilities Manager Security Communication on Invoking BCRP - Media: Mail, Phone ; Audience - CCO Director, CCO Manager, Capacity Planner, Facilities Manager Site Director's Office Inform relevant stake holders about the Bandh - Media: Bridge, Mail - Audience - BUs, GCCO & Back Up Sites RCCO Arrange for Bedding, Food, Power Backups Facilities Provide information about Lady Employees and Employees staying within 5KM range from the facility. Facilities/Transport Provide regular updates - Media: Mail; Audience - Site Director, CCO Director, Manager, Capacity Planner. Security/Facilities Plan as per the info obtained from Facilities/Security Team, check for Hours & Days of impact. RCCO Check for Queues which DO and DO NOT have backup site. RCCO Invoke BU specific Contingency Plan RCCO Approval on Early Logouts & Logins. Site Director's Office Approval on holding back Employees post their shift timings, Food. Site Director's Office Update relevant stake holders about the Contigency Plan - Media: Bridge, Mail - Audience - BUs, GCCO & Back Up Sites RCCO Provide regular updates on Queue Performance - Media: Bridge, Mail; Audience - Site Director/s, PDs, AMs, GCCO, Back Up Site. RCCO Information on Evoking BCRP - Media: Mail; Audience - Site Director, CCO Director, CCO Manager, Capacity Planner Facilities/Security/Site Director's Office Restore Normal Operation RCCO/GCCO/Facilities/Transport Communicate to all employees - Media: SMS Transport

7 DIS Hyderabad Dell Confidential Hyderabad

8 DIS Hyderabad Dell Confidential Hyderabad

9 DIS Hyderabad GCCO Contacts

10 DIS Hyderabad BCRP Bridge Details US Dial-in: US Toll Free Number: India Toll Free Number: Pass code:


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