Global Crisis Management at Target

Transcription

1 Global Crisis Management at Target Bryan Strawser Group Manager, Global Crisis Management Target & Chairman, Private Sector Committee, National Emergency Management Association (US)

2 Global Crisis Management Company Overview Target is an upscale discounter that provides high-quality, on-trend merchandise at attractive prices in clean, spacious and guest-friendly stores. In addition, Target operates an online business, Target.com. 360K+ employees stores 37 DCs 42 offices 20+ countries 2

3 Target Beaumont, Texas Hurricane Rita

4 Target King of Prussia, PA Criminal Incident

5 Global Crisis Management Team Overview Global Crisis Management develops strategies that prepare and inform Target s businesses for potential disruption. In a crisis, we lead Target s corporate response. Corporate Command Center (C3) Business Continuity Management Global Intelligence Corporate Command Center India (C3i) 5

6 Global Crisis Management C3 Watch Floor 6

7 Global Crisis Management Incident Conference Room 7

8 Global Crisis Management Global Intelligence Target s global businesses operate in an increasingly risk-prone environment. Global Intelligence utilizes intelligence resources & capabilities to provide an informed point of view on global threats & risks. 8

9 Global Crisis Management Global Intelligence Workspace 9

10 Global Crisis Management Business Continuity Overview Target has a single business continuity strategy led by the business with support from Target Technology Services Governance Planning Approach Facility Outage National Disaster Conduct Assessments Develop Plans Man-made incident Technology Outage Infrastructure Failure Datacenter Outage Governance Business Continuity Lifecycle Governance Software / Hardware Failure Cyber Attack Team Member Shortage Influenza / H1N1 Maintain Plans Implement Plans Governance & Leadership Business Led & Governed IT Supported Governance 10

11 Global Crisis Management Crisis Management Framework 11

12 Global Crisis Management Exercises National Level Exercise 2011 FEMA led national exercise focused on catastrophic earthquake in Midwestern United States Target Participation: Tabletop exercise of Green Team and internal crisis processes Week long simulation of a National Business Emergency Operations Center (NBEOC) with Target s Command Center Crisis Exercises Integrated exercises with public sector Tabletop & simulated exercises with Green Team Drills with Corporate Command Center Team Business Continuity Exercises All plans are exercised annually Notification Tabletop Simulation Technology / Disaster Recovery Exercises 12

13 Example: 2011 Alabama Tornados Holt, Alabama Two days after storms 13

14 Global Crisis Management Alabama Tornados - Activation Situation Overview Tornado Impact 266 Tornados touchdown on April 27 th across Alabama, Kentucky, Mississippi, and Tennessee 340 people were killed in the tornado outbreak that impacted Alabama, Tennessee, Arkansas, Oklahoma Target disruption Eight stores closed early on April 27 th due to loss of power. Stores reopened beginning on 4/28, all stores were reopened by 4/29. DC T-580 Madison, AL was not operational for 72 hours. The DC reopened on April 30 th under additional generator power. DC T-580 Madison, AL returned to full utility power on May 10, Twenty-eight Target team members lost their homes as a result of the tornados (19 store TMs / 9 DC TMs). One team member from T Birmingham was killed at her residence during the storm.. DC T-580 returns to utility power, C3 deactivates Key Events 266 Tornados impact Alabama. 340 are killed. News report multiple homes and businesses damaged by Tornados Many Team members unaccounted for some lost their homes; stores and DC T-580 without power. TM fatality confirmed. DC T-580 is fully operational on additional generator power. 90 % TM s at T-580 still unaccounted for. 97 % team members accounted for in stores and DC Banks reopen, phone lines and some power to areas being restored Last two stores regain utility power April 27, 2011 (12:00 pm) 9:00 pm April 28 (10:30 am) April 30 May 1 May 2 May 5 May 9 May 10 C3 Response C3 sends monitoring alert and begins contacting stores & leaders C3 holds initial assessment call with field leaders. C3 Activation. Activation upgraded to a full Green Team Activation Target runs an Are you Safe campaign in local newspapers and radio ads. FRS operates a call center to verify safety. Generators and fuel deliveries continue to support 3 stores and DC T-580 Activation deescalated to C3 Activation. Plan created to transition DC to utility power on May 10 14

15 Global Crisis Management Alabama Tornados - Activation Community Relations Donations American Red Cross Huntsville Fire & Rescue Hygiene & food relief kits Volunteer Events Distribution of food & hygiene kits Water Rebuilding Team Member Accountability 15

16 Global Crisis Management Grocery Approach A Target Competitor 16

17 Global Crisis Management Egypt 2011 Situation Overview Rapid escalation of political unrest Two weeks of escalating protests, many turning violent President Mubarak resigns and turns over control to Egyptian Army Opposition parties jockey for position and influence over reforms Strikes over wages and working conditions continue to grow Business disruption Crisis Management Team engaged to support business operations Expat TMs evacuated to home countries Local TMs provided secure housing and additional support TSS Cairo office reopens on Feb 16 th after 19-day closure Key Events Protests turn violent Comms cutoff and curfews enacted Mubarak dissolves government Police retreat; Looting and crime increase dramatically Streets become chaotic as protesters clash; Army responds Pres Mubarak resigns and hands over control to Egyptian Army Massive victory celebration in Tahrir Square Jan 25 Jan 27 Jan 28 Jan 29 Jan 30 Jan 31 Feb 1 Feb 11 Feb 16 Feb 18 C3 Response C3 begins active monitoring C3 Activates; TSS closes indef. Expat TMs repatriated, Remote wiping of office data TSS Cairo reopens TSS office closed; Travel Alert issued Country Travel Restricted National TMs moved to secure hotel location C3 Deactivates 17

18 Global Crisis Management Future Strategies Security Services Integration Integrate support for guard services within C3 Visible change: Security calls for service Dispatch Communication & metrics Corporate Command Center India (C3i) Provide security operations, crisis management, business continuity, and intelligence services to Target India. Opening 2012 in Bangalore, India Leadership Team Exercises Crisis exercises with corporate Executive Committee Reputation management focused Conducted by external facilitator 18

19 Global Crisis Management Partnerships Emergency Management / Public Health Partnerships 19

20 Global Crisis Management at Target Bryan Strawser Group Manager, Global Crisis Management Target & Chairman, Private Sector Committee, National Emergency Management Association (US)