Surviving a Crisis through Partnerships Workshop
Definition of crisis Types How to prepare Video Vision/Mission/Core Values Goals/Objectives Financial Operational Communication Strategies Partnerships Identify opportunities Case Study Exercise Conclusions Agenda
VIDEO Clips eature=PlayList&p=32053F214E8250E0&playne xt=1&playnext_from=PL&index=28
“When written in Chinese the word crisis is composed of two characters. One represents danger and the other represents opportunity.” -- John F. Kennedy
Crisis is a major, unpredictable, undesirable event that threatens to harm an operation, staff, customers, reputation or the legal and financial status of an organization Let’s Define Crisis
Operational crises – day-to-day, minor crises of running the organization and serving individual customers. Sudden crises – events that occur unexpectedly and have a major effect on the organization. These include: Natural disasters Pandemics Sabotage Terrorism Types
Potential crises – serious problems that grow larger over time and become critical if they are not addressed. They include: Declining sales, profits and share prices Failure to respond to new competition Investigations by regulators Financial difficulties Systemic failures Types
“By failing to prepare, you are preparing to fail.” -- Benjamin Franklin
PM Video Clip
1.Define: Vision Mission Core values Samples Prepare…
2.Defining clear g oals and objectives: a.Financial Stability – Capital Ratio Positive cash flow Cost controls Income/Revenue Prepare (Cont.)
b. Operational Redundancy – Alternative computer and communication systems Off-site backup of vital records Contact information Sample of Critical Functions Table c. Human Factor Capacity Building Prepare (Cont)
d.Communication Plan – Customers Suppliers Employees Business partners Media Stockholders Prepare (Cont)
3.Develop strategies – Establish alliances and/or partnerships: a.Internal: Volunteers, staff, members b.External: CUs, CU System/WOCCU, third party providers, government Prepare (Cont.)
Lending Savings Cross Selling Other Identify Opportunities
Exercise What is the crisis? Diagnostics of the crisis: Its impact Best/worst case scenario Assessment Available resources Financial Operational Human
Southwest Airlines Case Study
Southwest Airlines’ Mission Dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit.
Southwest Airlines’ Vision To provide the best service and lowest fares to the short haul, frequent-flying, point-to-point, non-interlining traveler
Southwest Airlines’ Values Fun Family Fairness Simplicity Low Cost
Southwest Airlines Challenges Crisis that affected the travel industry after 9/11: Passengers wanted to cancel or change travel arrangements Airlines were charging fees for new arrangements 16% of airlines’ workforce were getting laid off
The Decision Supported SWA Culture… Not to charge for changes or cancellation Offered full refunds if requested Providing the highest quality of customer service Avoided layoffs Caring for its employees
Conclusions
Questions?
Thank you!! Carlos Calderon