2 Posts found for Publisher: HBS Working Knowledge

Preparation for a crisis is just as crucial as the response. We recommend that leaders start with their organization’s people, processes, and technology. Here are six essential questions for leaders to ask as they evaluate the operational resilience of this triad:

1. Are we sufficiently prepared for problems when they arise?
2. Are there clear roles and responsibilities for business continuity?
3. What are our risks involving automated software updates?
4. Are

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Authors: Anita Lynch, Hise Gibson | Source: Post-CrowdStrike Six Questions to Test Your Company’s Operational Resilience | Subjects: IT Questions, Risk Management Questions

• What are your company’s customer service nightmares?
• What customer service move might your competitors make that would be your worst nightmare?
• Are the answers to the two questions above similar? If not, investigate the nature of the differences and address them.

Author: Jonathan Byrnes | Source: Out-of-the-Box Customer Service | Subject: Customer Questions