ASIS 7 th Middle East Security Conference & Exhibition 21 ST 23 RD FEBRUARY 2016 DUBAI, UAE

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Alfred Charles
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What is the most important part of the building?
What is the highest rating for business continuity?
What type of plan is in place at my building?

1 ASIS 7 th Middle East Security Conference & Exhibition 21 ST 23 RD FEBRUARY 2016 DUBAI, UAE

2 Does ISO Change Perceptions and Satisfaction of an Organisation? Al Baraha 1 22 nd February 10:30 11:20 PETER PAGE V R, M S C, P G C, C S Y P, C P P, M B C I, M S Y I

3 Why are Perception and Satisfaction Important? Little written on ISO Very little available on impact on people involved ISO 22301:2012 Societal Security- Business Continuity Standard: The ability of a society to persist in its essential character under changing conditions and possible or actual threats (Waever, 1993) Interested Parties: The area of societal security is multi-disciplinary and involves actors from both the public and private sectors (Tangen and Austin, 2014)

Business Continuity Standard: The ability of a society to persist in its essential character under changing conditions

4 Why are Perception and Satisfaction Important to an Organisation? Adoption involves changes to organisation and people: As involvement and empowerment increase, so, too, does employee commitment to the long-term goals of the organization (Juran and Godfrey, 2005) Employee satisfaction: The relationship between job satisfaction and customer satisfaction is found to be particularly strong in the case of high frequency of customer interaction (Homburg and Stock, 2004) Understand + & - for future implementations

to the long-term goals of the organization (Juran and Godfrey, 2005) Employee satisfaction: The relationship between job

5 Hypotheses Employee perceptions will be positively affected by ISO certification Tenant perceptions will be positively affected by ISO certification Employee satisfaction will be positively affected by ISO implementation An increase in employee satisfaction caused 4 by ISO implementation will positively increase tenant satisfaction

Employee satisfaction will be positively affected by ISO 22301 implementation An increase

6 To Implement or Certify? Location Population Building Building Same measures implemented in five buildings Building 3 48 Building 4 25 Only four to be certified Building 5 24 Total Tenant Population 477

7 Methodology Longitudinal Single-Organisation Case Study Utilising 2 surveys six months apart- before and after Using entire tenant and real estate employee populations Employee pilot study Totally anonymous ed and hard-copy responses for employees and Survey Monkey for tenants

real estate employee populations Employee pilot study Totally

8 Q. # Measurement Question 1 There is an emergency plan in place at my building 2 The emergency plan for my building is available in my apartment/ work area 3 I am familiar with the emergency plan for my building 4 Emergency drills are conducted at my building 5 Emergency drills cover varied potential scenarios at my building 6 I have participated in an emergency drill at my building Measurement Questions 7 Staff at my building are well trained to respond to an emergency incident 8 Emergency preparations have improved at my building since the last survey 9 10 Emergency planning (business continuity) has become more visible at my building since the last survey I am satisfied with the level of emergency planning (business continuity) preparations at my building 11 The building management is well prepared to respond to an emergency incident 12 The building management will ensure my safety if an emergency incident occurs 13 Because of emergency preparedness, I feel safe living/ working in my building 14 Business continuity management is important to me 15 I am aware that my building has achieved ISO business continuity certification My perception of the organisation has positively changed as a result of the business continuity certification Having business continuity certification makes me feel safer living/ working in my building As a result of emergency preparedness, I m ready to recommend a friend of mine to live/ work in my building 19 Other comments and suggestions that you feel may be important

Questions 7 Staff at my building are well trained to respond to an emergency incident 8 Emergency preparations have improved at my building since the last survey 9 10 Emergency planning (business

9 Analysis Seven-point Likert scale response: Strongly Disagree (Lowest) Undecided Strongly Agree (Highest) (1) (2) (3) (4) (5) (6) (7) Analysed using statistical analysis software Average for each response was calculated for the Before surveys Compared to an average for each response in the After surveys

using statistical analysis software Average for each response was

10 Employees Results- Before Nearest Strongly Disagree (Lowest): Emergency planning (business continuity) has become more visible at my building since the last survey Nearest Strongly Agree (Highest): Business continuity management is important to me

visible at my building since the last survey Nearest Strongly

11 Employees Results- After Lowest: Emergency planning (business continuity) has become more visible at my building since the last survey Highest: Emergency drills are conducted at my building Greatest Increase: Emergency drills cover varied potential scenarios at my building

survey Highest: Emergency drills are conducted at my building

12 Tenant Results- Before Lowest: I have participated in an emergency drill at my building Highest: Business continuity management is important to me

13 Tenant Results- After Lowest: I am aware that my building has achieved ISO business continuity certification Highest: Business continuity management is important to me Greatest Increase: I am satisfied with the level of emergency planning (business continuity) preparations at my building

management is important to me Greatest Increase: I am satisfied with the

14 Control Group- Before Lowest: The emergency plan for my building is available in my apartment Highest: Business continuity management is important to me

15 Control Group- After Lowest: The emergency plan for my building is available in my apartment Highest: As a result of emergency preparedness, I m ready to recommend a friend of mine to live in my building Greatest Increase: Emergency drills cover varied potential scenarios at my building

preparedness, I m ready to recommend a friend of mine to live in my

16 Results Employees and tenants perceptions and satisfaction with the organisation increased as a result of ISO implementation and certification These increases were statistically significant Implementing the requirements without certifying to the standard yielded the same positive changes as certifying- but without the additional cost and effort involved

statistically significant Implementing the requirements without certifying to the standard

17 Conclusions Employee and tenant perceptions of The Organisation increased positively after ISO certification or implementation This was the case where certification was gained in buildings 1-4 and also where requirements of the standard were implemented but certification was not gained in building 5- It was the tangible actions that were taken and not the certification itself that affected perceptions However, caution should be taken as responses to the post-certification question My perception of the organisation has positively changed as a result of business continuity certification did not appear to explicitly support this Employee satisfaction of The Organisation increased positively after ISO certification Tenant satisfaction increased after certification. This can be linked to increases in employee satisfaction

perceptions However, caution should be taken as responses to the post-certification question My perception of the organisation has positively changed as a result of business continuity certification

18 Learnings The implementation of the practises required by the standard were responsible for changes in perception and satisfaction in the control group. These changes in perception and satisfaction were as significant as those in the main group The Organisation could have obtained the same level of increased business continuity planning, preparation, management and reassurance in the other buildings by implementing and self-auditing the requirements without the need to externally certify In future this could have cost-saving implications for any Organisation that does not wish to certify This finding may be generalizable to other organisations that wish to implement the ISO business continuity standard practises and achieve a degree of comfort from this, but that wish to avoid the cost of certification

management and reassurance in the other buildings by implementing and self-auditing the requirements without the need to externally certify In future this could have cost-saving implications for any

19 I will be happy to Questions & Answers take any questions Peter Page Thank You

Correspondence between ISO 9001:2008 and 14001:2004, OHSAS 18001:2007, ISM and the SeaBird Management System

Correspondence between ISO 9001:2008 and 14001:2004, OHSAS 18001:2007, ISM and the SeaBird Management System Introduction (title Introduction Introduction Preamble Introduction General 0.1 --- --- ---

ASIS 7 th Middle East Security Conference & Exhibition 21 ST 23 RD FEBRUARY 2016 DUBAI, UAE

What is the most important part of the building?

What is the highest rating for business continuity?

What type of plan is in place at my building?