Introduction: What is Business Continuity Plan? What are the key objectives of the BCP at MFL? Why is BCP necessary? How it works?

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1 Introduction: What is Business Continuity Plan? A Business Continuity Plan enables critical services or products to be continually delivered to clients. Instead of focusing on resuming a business after critical operations have ceased, or recovering after a disaster, a business continuity plan endeavors to ensure that critical operations continue to be available. What are the key objectives of the BCP at MFL? 1. To define and prioritize the Critical Functions of the business 2. To analyze the major emergency risks to the business 3. To detail the agreed response to an emergency 4. To identify key contacts during an emergency 5. To ensure that maximum possible service levels are maintained 6. To ensure that the business unit(s) recover from interruptions as quickly as possible 7. To minimize the likelihood and impact (risk) of interruptions Why is BCP necessary? In the event of a business disruption, the objective is to be back in business with the least delay (even within hours), work extra hours and holidays to meet customer demand and expectations. How it works?

2 It has been decided by C O that.bcp committee has to be formed in all the branches in the following manner. The committee should consist of following persons Regional Manager or Area manager (both sales and operations), BDM/TM, Branch Manager, Joint custodian staff and Branch Manager of neighboring Branch. The Security provider in that area may be briefed on this committee and their support and co operation ensured in times of need. In a branch BCP RM/AM will be the Emergency controller, BM to be Incident controller and the rest of the team as well staff of branch to formulate fire fighting, salvage, medical, and transportation and communication teams. Due to scarcity of personnel all will have to handle duplicate functions. It is advisable for one staff to be trained to handle fire extinguisher in times of need in addition to security guard. Each branch will be provided with the following: 1. An emergency pack which will consist of Fire extinguisher, Torch or emergency lamp, and First Aid kit. 2. A checklist of activities to be undertaken in case of each disaster in the form of fire, explosion, floods, burglary, looting, loss of cash in transit, etc. 3. The following charts have to prepared and maintained in the branches as per the formats given in BCP Manual. a) A Chart showing key contact numbers in an emergency has to be prepared and updated in the branches as per the format given in BCP manual. b) A responsibility chart which shows the responsibilities of each person along with designation in overall responsibility in any incident as well as checking on regular basis.

3 c) An emergency response checklist which shows the log of actions taken. d) Initial Recovery *Log Sheet e) A checklist which will serve as a diagnostic tool for measuring BCP Each individual branch may form a BCP committee. The committee should consist of following persons: Regional Manager or Area manager (both sales and operations), BDM/TM, Branch Manager, Joint custodian staff and Branch Manager of neighboring Branch. The Security provider in that area may be briefed on this committee and their support and co operation ensured in times of need. In a branch BCP, RM/AM will be the Emergency controller, BM to be Incident controller and the rest of the team as well staff of branch to formulate fire fighting, salvage, medical, and transportation and communication teams. Due to scarcity of personnel all will have to handle duplicate functions. It is advisable for one staff to be trained to handle fire extinguisher in times of need in addition to security guard The branch BCP committee has to convene a meeting before to 20/June/2009. Concurrently they should send us the minutes of the meeting. ROLES AND RESPONSIBILITIES OF SECURITY IN CHARGE: Acts as Emergency Controller in the absence of Team Leader after office hours during off-season. During season he will report to the Team Leader for instruction on emergencies. Informs the trained personnel on the situation Allocates responsibilities to respective people Declares quenching of fire, in case of major fire informs to the Unit Head and Resource leaders in the communication list and acts accordingly.

4 ROLES AND RESPONSIBILITIES OF SECURITY TEAMS Receive message from incident observer Check and verify the magnitude of the reported incident and inform emergency controller Sound emergency alarm on instruction from the emergency controller Clear all the roads leading to the emergency area for quick movement of resources Cordon effected area as per the instruction of the site incident controller Man all entry and exit points and prevent entry of unauthorised persons Direct external assistance to incident scene Maintain discipline and order at the assembly point to facilitate head count Assist the Fire Fighting Team, if required Provide details of visitors within the premises to Rescue & Evacuation Team GENERAL PRECAUTIONS DURING EMERGENCY: - Operate fire extinguishers only if you have been trained to do so. - Use the right type of fire extinguisher. - Never use water or water type extinguishers if live electricity is available at the site of fire. - In case an emergency is declared, switch off the operating equipment, Air-conditioners in offices and move immediately out of work spot. - Evacuate the work spot through the escape routes marked in the premises.

5 - Do not try to remain in the workplace and continue the work after declaration of the emergency, to become a victim of the situation. - Do not lock the room while you evacuate, as there will be a chance of some other person remaining inside the room. - Do not open the doors at the room where there is fire as it may spread to adjoining rooms too. - Do not switch off all the lights, as it will make a room dark. (except in instances of electrical fire, where it is recommended to switch off the mains) - In case of fires in gas cylinders try to roll out the cylinder to an open area or try extinguishing from a safe distance, as there are chances of explosion (this is only for information as no gas cylinders are in use at any of Muthoot s offices) - Do what you are supposed to do during emergency evacuation and do not try to do another person s job. Only trained persons on respective jobs are to do their role others are to proceed to the emergency assembly point. - Guide visitors and contract employees inside the premises to the assembly point if you happen to come across them during emergency evacuation. Do not allow visitors inside the premises during the emergency period. - Do not panic and panic others during emergencies. Remain calm and follow the right procedure during communication, evacuation, fire fighting and first aid. - Leave the assembly point and go to your respective work spots after hearing the Restoration Signal. - If in doubt, check with a colleague or Team Leader / Safety Coordinator. 1. Inform to Area Manager, Regional Manager and HO Burglary At A Branch After Closing Hours: 2. Lodge a written complaint with the Police (ensure complaint is made in the appropriate police station having jurisdiction) 3. Obtain FIR

6 4. Intimate Loss to Insurers and facilitate survey 5. Furnish all data / information required by surveyor, cooperate and earn their confidence and credibility. 6. Customer Focus: Open a help desk to handle customer enquiries in person / over phone, be courteous, give factual information and be helpful, understanding their concerns. 7. Business Continuity: Ensure Business Continuity without break and focus on assuring the customers that what has happened was rare, unusual despite all precautions by the company and there was no lapse on the part of the Company, convene a meeting of customers and explain the facts to them. 8. Have proper rapport with the Press and be straightforward. 9. Take up with higher police authorities and at Secretariat level for speedy investigation and recovery of the lost property. 10. Follow up the claim with Insurers till settlement. 11. Ensure transparent communication with the customers, assure that all efforts are being made to recover the Jewels and that they will not be exposed to any monetary loss. 12. Communicate regularly with the customers, report progress and assure time bound settlement and honour the commitment 13. Conduct domestic enquiry to ascertain true facts and to investigate internal lapses or collision in the crime and take appropriate action. Share evidence with the Police. 14. Analyse root causes and ensure necessary changes in the Rules, Regulations, Work, process, People Appraisal, Risk Assessment, Business Continuity Planning. In the event of Cash / Gold lost in transit: 1. Inform to Area Manager, Regional Manager and HO 2. Lodge written complaint with the Police 3. Obtain FIR 4. Inform Insurers

7 5. Facilitate Insurance Survey and provide all information, documents as required by surveyor, cooperate with transparency, credibility. 6. Follow up claim with insurers 7. Conduct Domestic Enquiry to ascertain truth, fix responsibility and find out involvement or collusion of any employee. Take deterrent action. 8. Review and modify rules, procedures, BCP based on outcome of enquiry 9. Reinforce Escort arrangements, Security, Vigilance. In the event of Injury or Loss of Life to the carrying person during Cash / Gold in transit: 1. Inform to Area Manager, Regional Manager and HO 2. Written complaint to Police must record injury or loss of life 3. Take all steps as above stated for cash / gold lost in transit In the event of injury to the employee: 4. Arrange immediate medical attention and hospitalization of the injured 5. Inform the employee s family and provide all help and support. 6. Continue medical care till discharge, all cost to company / recoverable from insurers In the unfortunate event of death of the employee: 7. Inform the employee s family and provide all help and support. 8. Arrange for postmortem 9. Arrange for funeral 10. Another employee / executive may be assigned to take care of the family and render all help including meeting financial needs. 11. Obtain death certificate 12. Claim Insurance benefits and pass on to the family.

8 13. Arrange settlement of accounts PF, Gratuity, Salary and other dues fully and promptly. 14. Offer employment to any eligible person in the family. 15. Continue support till the family comes out of the trauma EMERGENCY SITUATIONS OTHER THAN FIRE AND EXPLOSION In case of emergency situations other than fire the company s Internal Control Procedures are to be followed, to bring the situation to normal. The concerned Resource Leaders to be consulted on specific cases arising from time to time are to restore normalcy. KEY CONTACTS IN AN EMERGENCY Sl. No. Organization Name of the Contact Person Designation Address Office Phone Number Residence Phone Number Mobile Number Official ID Personal ID Useful information A. Head Office: 1 Muthoot Fincorp. Ltd., Thiruvananthapuram Managing Director B. Branch Office:

9 5 C. Emergency Team: Emergency Controller 1 2 (Alternate) Communication: 1 2 (Alternate) Logistics & Transportation: 1 2 (Alternate) Fire fighting-internal : D. Key Customers: E. Business Partners: Banks Insurance Company Western Union

10 Insurance Company (Life, General, Mediclaim) F. Major Vendors: IT Infrastructure IT Maintenance Office Supplies G. Statutory, Regulatory, or Local Authorities: Reserve Bank of India Police Fire Brigade Hospital 1 Hospital 2 Ambulance Electricity Board District Collector a. Local Press:

11 b. c. d. Communications: BSNL Tata Indicom Airtel Reliance STRUCTURE OF EMERGENCY MANAGEMENT TEAM (EMT) Sl.No. Name of the Person Responsibility Residential Address Office Phone Number Residence Mobile Number Phone Number A. Team Leader Responsible for co-ordinating all team activities and reporting status to the EMT First Alternate Second Alternate B. Team Member - Operations Responsible for coordinating all team activities from EOC and restoring operations at the Alternate location. First Alternate Second Alternate

12 C. Team Member - Security Responsible for coordinating all security activities. First Alternate Second Alternate D. Team Member - Communications Responsible for coordinating all communication activities. First Alternate Second Alternate E. Team Member - Logistics Responsible for coordinating all logistics activities. First Alternate Second Alternate F. Team Member - Medical Responsible for coordinating all first-aid and medical activities. First Alternate Second Alternate G. Team Member - Salvage Responsible for coordinating all medical and first-aid activities.

13 First Alternate Second Alternate EMERGENCY RESPONSE CHECKLIST (For use during an emergency) Sl.No. Action / Response Notes / Remarks 1 Start a log of actions taken 2 Liaise with Emergency Services 3 Identify any damage 4 Identify Functions disrupted 5 Convene your Response / Recovery Team 6 Provide information to staff 7 Decide on course of action 8 Communicate decisions to staff and business partners

14 9 Provide public information to maintain reputation and business 10 Arrange a Debrief 11 Review Business Continuity Plan 12 Perform a Root Cause Analysis 13 Suggestions for Improvement 14 Incorporate changes in BCP and operational procedures INITIAL RECOVERY * LOG SHEET Date Time Information / Decisions / Instructions / Actions Initials

15 *Recovery refers to activities to restore business after a crisis.

16 RESPONSIBILITY CHART FOR HANDLING EMERGENCIES Sl.No. RESPONSIBILITIES Name of the Person Designation 1 Over all responsibility in any incident : 2 Day to day responsibility: 3 Person responsible for checking on a regular basis: i) Fire alarms ii) Security alarms iii) IT systems security iv) Health and safety v) Power supplies vi) Flooding vii) Power / generators viii) UPS / IT systems 4 Person responsible for compiling / maintaining: 5 Insurance cover is up to date 6 Staff contacts numbers 7 Customers Contact numbers 8 Suppliers Contact numbers