Starbucks Creating a Connected Organization through Critical Communications
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1 Starbucks Creating a Connected Organization through Critical Communications
2 Agenda Why Starbucks needed a notification system Challenges they face when notifying different types of employees Working with partners in their retailer, manufacturer and distribution channels Ensuring product quality and safety while in foreign countries Ensuring accountability and compliance with regulatory agencies Thinking beyond traditional notification and leveraging connected systems to harness the internet of things (IOT) LinkedIn Member? Join our LinkedIn Everbridge Incident Management Professionals Group #Starbucks
3 Housekeeping Use the Q&A function to submit your questions. Use the Q&A function to submit #everbridge #starbucks We ll send out a recording after the event #starbucks
4 Chris Hartinger Senior Specialist for Business Continuity and Emergency Management Starbucks Claudia Dent VP, Product Management and Marketing Everbridge 4
5 Chris Hartinger Senior Specialist for Business Continuity and Emergency Management Starbucks
6 STARBUCKS ENTERPRISE CRISIS MANAGEMENT
7 CHRIS HARTINGER Responsibilities: Starbucks global emergency management program Starbucks global crisis response program Chris Hartinger Manager, Business Continuity, Emergency Management Starbucks Coffee Company Experience 15 years leading organizations in: Business continuity Crisis management Emergency response Disaster education Personal preparedness 7
8 THE BRAND STARBUCKS Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 8
9 MULTIPLE MANUFACTURING FACILITIES Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 9
10 STARBUCKS AS A PRODUCT Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 10
11 STARBUCKS AS A DESTINATION Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 11
12 STARBUCKS AS THE THIRD PLACE Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 12
13 STARBUCKS AS A TARGET Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 13
14 RETAIL STARBUCKS NORTH AMERICA Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 14
15 STARBUCKS ENTERPRISE CRISIS MANAGEMENT Crisis Management/ Disaster Recovery Rapidly and safely complete critical tasks to recover maximum operational capability in the least amount of time while protecting partners, customers, assets, brands and corporate reputation Enterprise Business Continuity The deliberate planning process for developing, training and evaluating methods to restore key business support processes to sustainable levels after an event impacting Starbucks Partners, assets or brands Respond, Recover and Restore Operations, Manufacturing, Supply Chain and Support Functions Across Brands and Across the Globe Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 15
16 CRISIS MANAGEMENT Financial Information Security Incidents Information Systems Incidents Media/Social Media Crisis Containment Senior Leadership Team Core Crisis Team VP level GS&S Business Continuity - Emergency Response Team Media/ Social Media Events Retail Incident/ Disruption QA/Food Safety Physical Security/Food Defense Global Supply Chain Disruption Local Response Team Geological/ Meteorological Events Criminal Incidents Local Response Team: Regional Leadership and Functional SMEs Emergency Response Team: Support Center SMEs (SSC or Regional) Core Crisis Team: VP-level Crisis Decision-makers Senior Leadership Team: Convened During Severe Crisis Global Communications/Public Relations: Lead Crisis Media & Social Media Outreach Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 16
17 INCIDENT/CRISIS INFORMATION FLOW Internal Impacts Regional P&AP Brands Manufacturing Licensed Stores Joint Ventures Channel Development Supply Chain DBO Ops Escalation Channel: District Manager Regional Director Regional VP Division Sr. VP CAP EMT Americas EMT EMEA Ops Cell Media, Government, External Sources Incident / Crisis Event Global Communications Team GS&S Business Continuity (EMT) Incident Dashboard (Under Development) Senior Leadership Team Corporate Support Functions (Enterprise Stakeholders) SSC EMT Facilitation Core Crisis Team Functional VPs Global Communications Legal Global Ops Global SCO Finance Partner Resources Consumer Products IT Digital Ventures Global R&D Store Development
18 EMERGENCY MANAGEMENT Anticipate Awareness Assessment Notification Facilitation/ Management Predictive Analysis Potential Disruption Emergency Management Teams Enterprise Stakeholders EMT & Crisis Manager Predictive disruption modeling Risk Assessments Determine single points of failure Deliberate Planning BC/DR Internal notification Media Social media Government and Law enforcement relationships Corporate partnerships Impacts to: Partners, Pay, Property Product Systems & Processes Determine severity of disruption Determine impacted business units Emergency Notification Incident Dashboard /call stakeholders /call leadership Incident Management Module (Archer) Link incidents to continuity plans Ensure stakeholders are linked Centralize information management and communication among stakeholders Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 18
19 SUPPORT TOOLS E V E R B R I D G E Starbucks Emergency Mass Communications Tool Regional Emergency Alert Weather Alerts, Civil Unrest, Earthquake or Wildfire Incidents Facility Emergency Alert Directs Evacuation or Shelter in Place Orders Quality Assurance Alerts Directs Emergency Recalls or Process Changes Partner Accountability Post Emergency Partner Safety Polling Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 19
20 EVERBRIDGE E M E R G E N C Y M A S S C O M M S Facility Emergency Alerts Fire Alarm Earthquake HAZMAT External Threat Active Threat Inside a Facility Facility Closure Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 20
21 EVERBRIDGE E M E R G E N C Y M A S S C O M M S Regional Emergency Alerts Weather Hurricanes, Typhoons, Winter Storms Events Earthquakes, Wildfires, Flooding, Operational Disruption & Civil Unrest Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 21
22 EVERBRIDGE I N T E R N E T O F T H I N G S What is Next: Global Rollout Cargo Security POS Notification Participation Starbucks Confidential INTERNAL USE ONLY GS&S Summit 2014: Thinking Globally & Moving Forward Together 22
23 Claudia Dent VP, Product Management and Marketing Everbridge 23
24 Everbridge Unified Critical Communications Weather PrecisionGIS Structure Monitoring Asset Monitoring Community Secure Comms Emergency Notifications Staffing Callouts Code Alerts Medical Devices IT Alerting Customer Comms HIPAA Comms Life and Safety Operational Efficiency 24
25 Everbridge Unified Critical Communications Weather PrecisionGIS Structure Monitoring Asset Monitoring Community Secure Comms Emergency Notifications Staffing Callouts Code Alerts Medical Devices IT Alerting Customer Comms HIPAA Comms EVERBRIDGE OPEN APIs: PLATFORM & PRODUCTS CORE SERVICES APPS MASS NOTIFICATION MOBILE COMMUNITY INTERACTIVE VISIBILITY COMMUNICATION global delivery multi-modal REPORTING AND ANALYTICS analysis and audits process improvement INCIDENT COMMUNICATIONS COMMUNITY ENGAGEMENT IT ALERTING mobile member mobile manager mobile securebridge mobile hipaachat everbridge network social media network neighborhood network UNIFIED PLATFORM CONTACTS availability scheduling groups roles profile preferences ANONYMOUS KEYWORD OPT-INS PEER TO PEER MESSAGING MAPPING precisiongis open geo-coding SECURE INFRASTRUCTURE redundancy security services encryption
26 Everbridge: Founded, 2002 Los Angeles, Boston, London, Frankfurt, Beijing The World s Leading Unified Critical Communication Provider CLIENTS CONNECTED DEVICES When every second counts, Everbridge connects the right people and devices, whether around the corner or across the globe, with the right information. MESSAGES SENT PER YEAR GLOBAL DATACENTERS and OFFICE LOCATIONS 26
27 Trusted Platform: 2,500+ Customers CORPORATE FINANCE HEALTHCARE/ BIOTECH HIGHER EDUCATION GOVERNMENT TRANSPORTATION ENERGY
28 Q&A Note: Presentation slides will be available on our blog at blog.everbridge.com Contact Us: Everbridge #ITSM Use the Q&A function to submit your questions.
29 Thank you for joining us today! You may also be interested in: Gartner Report Effective Communication and Collaboration Drives Real Cost Savings in IT Support Services ITSM Buyer s Guide 10 Questions to Ask When Choosing an IT Alerting Vendor DEMOTODAY
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