Crisis events are occurring with increasing frequency across the globe. Fires, floods, droughts, hurricanes, earthquakes, tsunamis and of course pandemics. We need to be better prepared to respond to and recover from the resulting societal, 健康, 环境, 这些危机造成的经济和政治动荡.
In dealing with events that create such levels of uncertainty and impact, both public and private sector organisations are confronted by immediate, 高风险的情况下. 成功的危机管理依赖于可信的沟通, 敏捷和自适应决策, 联合工作和智能资源利用. 在Covid-19大流行期间, 几乎所有组织都被迫将其运营数字化(尽管不一定是数字化转型), 所以他们可以开发新的十大网博靠谱平台, 支持和配合员工工作, 客户, 利益相关者和供应链.
这次大流行的规模和影响使各组织强烈关注使用数字技术和数据作为业务敏捷性的关键推动因素的需求, 适应性和弹性.
大流行病及其造成的全球危机向各主要理事会表明，它们的组织没有达到它们需要的适应能力和复原力, forcing them to accelerate their pre-pandemic Digital Transformation plans by a factor of between 6 and 10 (Forbes, 2020年11月). 成功进行数字化转型的组织, 带来持久的好处，使他们更有弹性, 敏捷, 自适应和高性能. Digital Transformation makes organisations ‘smarter’ and more efficient during normal operations, 更好地应对和管理危机, and more effective in benefiting from post-crisis insights and learnings.
危机中的准备和复原力
How do organisations better prepare for crisis events; build greater trust and confidence in their capabilities and decision-making; improve operational agility, 适应性, and 响应性 during times of great instability and uncertainty?
数字基础设施为“智能”运营提供动力，使他们能够在危机时期做好更好的准备和弹性. Digital infrastructure is comprised of integrated and interoperable data, 技术和网络安全平台. 数字数据和分析工具通过提高态势感知能力来支持危机准备和运营弹性, 场景建模, 敏捷决策, 持续学习和改进.Secure digital infrastructure enables systems interoperability and drives multi-stakeholder collaboration, facilitating the most effective use of available information and resources; joined-up communications; and optimised response planning, 资源共享和协调努力.
通过一个我们都知道的例子, the Covid-19 pandemic has forced entire workforces across the globe to work from home, 以前他们主要在办公室办公吗. This has resulted in unprecedented disruption and pressure on public services and private sector businesses. The pandemic highlighted how vulnerable organisations, society and people are. 当我们在危机和重大中断期间无法保持联系，无法继续工作或获得所需的服务和支持时，情况尤其如此. 沟通, 支持, 与员工合作, 客户, 和供应链，以继续提供所需的东西, 事实证明，这对许多组织来说都是极具挑战性的. 大, 稳定的, predictable operating models and a co-located workforce proved to be ineffective in a crisis, 当我们需要的是敏捷时, 自适应, resilient organisations with people that could teamwork remotely from different locations.
聪明的工作When we speak of ‘smart’ organisations that are better prepared to manage crises and disruption, we are speaking of operations underpinned by interoperable digital 技术 and data platforms. These enable all parts of the operation to collaborate through better communications, 响应决策, 高效的联合动作, 性能监控, 学习和持续改进.
Embedding more advanced technological innovation into digital platforms delivers even ‘smarter’ operations. 例如, 物联网设备, 地理参考和位置智能, 无人机和地球观测数据, 机器学习, 人工智能, 聊天机器人和区块链实现了更高程度的自动化, 节约运营成本，提高性能.
变革型领导
越来越多的人认识到，主板需要积极参与塑造其组织的数字化转型战略和成果. Digitalisation that transforms a business will frequently impact on most aspects of the operation, 包括如何与员工合作, 客户, 利益相关者和供应链.
Digital Transformation programmes require decisions that appear ‘technical’ in nature, 比如数据, 技术, 以及网络安全要求. 这就是主板需要学习的地方!
实现“智能”的数字化转型蓝图, 有弹性的操作, requires the Main Board to probe and understand how key areas of the business will be re-imagined and re-designed: including customer care; delivery channels; product and service development; business continuity and resilience; supply chain management; leadership development; 能力 development and workforce training; and culture change.
In the past, Main Boards often took the view “If it isn’t broken, don’t fix it’. 这造成了根深蒂固的遗留系统和操作孤岛，这是现代化操作和使其更加联合的巨大障碍, “聪明”、有弹性. Many legacy systems are based on technologies which are desktop-centric, 很难从中提取数据, 升级难度越来越大, 易受网络攻击, 而且维护成本也高得不成比例.
创造“智能”, 弹性数字化运营, Main Boards need to accept the need to migrate away from legacy systems; break down operational silos; commit to transformational business change; learn to adopt innovative 技术 and data solutions they may previously have considered ‘high risk’; and be as willing to invest in people (leadership, 能力, 和技能发展)在技术解决方案中.
持续学习与发展
新冠肺炎危机使组织变得人性化, helping leaders understand that organisations are enabled by their people and skills, 尽可能多地通过业务系统和流程进行管理. 这个组织的核心是一群同事, 客户 and partners; each with valuable skills and a diversity of experiences, 洞察力和能力.
当这些技能, experiences and insights can be captured and analysed as digital knowledge, 它们非常强大. Institutional knowledge supports learning and 能力 development at whole-of-enterprise scale; improves decision-making and operational outcomes; and drives greater business performance through continual improvement.
传统上, 这很有挑战性, time consuming and costly for organisations to maintain and analyse institutional knowledge, 因为它经常依赖于捕获, recovery and renewal processes managed across multiple (often legacy and siloed) data sources. 如今，数字技术很容易实时捕获数据. Data unification platforms rapidly search and analyse huge volumes and diversity of data sets from historical, 紧急和实时, 以及预测来源. It has never been easier to build, maintain and leverage digital knowledge.
“智能”运营利用数字知识来提高生产速度, 更准确、更明智的决策, 加强和提高业务绩效, 个性化客户体验, 改善一线服务. 在危机时刻, quickly harnessing the power of digital knowledge improves operational preparedness, 响应性, 以及在具有挑战性和高度压力的情况下的适应力.
通信及时的重要性, 常规的, 清晰的, 许多首席执行官认为，支持性沟通是成功管理危机的关键(哈佛商业评论), 2020年7月).
During the early stages of a crisis, information is often unavailable, incomplete or inconsistent. 的影响, disruption and lack of certainty experienced during a crisis can create high levels of anxiety, 困惑和不信任. 在危机中, 更甚于以往, 人们需要安慰, 透明度, guidance and support to trust and have confidence in leaders and organisations.
清晰的, 及时通讯, 可靠的数据和“智能”的数字化运营可以增强人们对企业能力的信任，并证明企业做好了充分的准备, 响应, 在处理危机时也很有弹性.
Another dimension to communicating and engaging with people during times of crisis, 面对面的交流可能是不可能的吗. A digital experience platform enables people and communities to stay connected, 帮助他们获得所需的支持和服务. A digital experience platform enables people to reach others through social media support groups; collaborate face-to-face via virtual meetings; find services through on-line channels; and facilitate community-wide conversations and consultations that improve decision-making for local people.
在危机和混乱时期, 特别重要的是找到弱势群体和社区并与之沟通，并对高度优先的情况迅速作出反应. 先进的数字技术和分析——如物联网设备, 机器学习, 人工智能 and Chatbots - when integrated into digital operations, 提供实时态势感知, 洞察和报告仪表板，帮助识别和更好地满足最弱势群体和社区的需求.
