Using Archer Crisis Management

The Crisis Management use case supports the following processes.

Process Diagram

The following diagram illustrates the overall process enabled by Archer Crisis Management.

Reporting a crisis event

Archer Crisis Management enables you to document the relevant details of a crisis event that has caused a disruption to your business processes. The relevant details to document include a description of the crisis, the category and severity, where and when the crisis occurred, and the key individuals and stakeholders involved or responsible for overseeing the management of the crisis.

Escalating an incident

If you receive a notification recommending that an incident be escalated to a crisis event, you should work with the incident team member to review the incident in question and determine whether or not it qualifies as a Crisis Event. The process to escalate an incident to a crisis event is completed manually by any member of the Crisis team to ensure that the crisis team has full control over the decision.

Creating tasks

At any time during the crisis event lifecycle, you can create and assign new tasks. Tasks are linked to the Task-Driven Landing Screen of the person to whom they are assigned. Tasks must be completed before the crisis event to which they are linked can be closed. The Crisis Manager or Crisis Team Member typically add tasks with details including the task description, priority, task type, and users responsible for managing the tasks.

Assessing the Situation

After the initial crisis details have been documented, you can complete an assessment of the situation in the Crisis Event Record. This assessment determines the severity of the situation and the overall impact to your organization. The assessment is typically completed by the Crisis Manager or the Crisis Team Member.

Monitoring the Crisis

As you monitor the situation and additional details emerge, you can update the details of the Crisis Event record. Through the record, you can send emergency notifications and document whether the crisis requires insurance or legal involvement. The details are typically updated by the Crisis Manager or the Crisis Team Member.

Completing Recovery Tasks

To complete the recovery phase of the crisis management process, activate the appropriate business continuity or disaster recovery plans, and complete all associated tasks. After a BC or DR plan is activated, associated tasks and strategies are distributed by email to employees who are specified in the plan. As each strategy is run and task completed, the individual records must be updated to reflect the changes. The recovery tasks are typically completed by the Crisis Manager or Crisis Team Member.

Returning to Normal

After the appropriate recovery plan has been activated and all tasks completed, you can complete a cost analysis that covers the amount lost in the crisis, the amount recovered, and estimated and actual costs of running on the business continuity or disaster recovery plan. After saving the return to normal tasks, data feeds create a Lessons Learned Assessment on the Task-Driven Landing Screen of each member of the Crisis Response Team.

Completing Post Crisis Review

The post-crisis review provides you with an opportunity to take a holistic look at the events leading up to the crisis as well as the crisis itself. Persona-based Lessons Learned Assessments can be generated manually, or via an Archer-to-Archer data feed that runs when you close a crisis event. When an assessment is generated via a data feed, a separate questionnaire is created for each person defined on the Crisis Response Team tab. The Lessons Learned assessment links to the Issues Management use case, and generates a finding for any question that is incorrectly answered. For example, if the assigned Legal personnel selects No to the question, "Was Legal involved in the response?", the system generates a Finding record to investigate why. If you are part of the Crisis team, you can also manually create a Lessons-Learned Assessment at any time and assign it to anyone with access rights to the Crisis Management use case.