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You're developing contingency plans. How do you ensure stakeholder expectations are effectively managed?

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When embarking on the development of contingency plans in facilities engineering, it's crucial to align your strategies with the expectations of your stakeholders. These stakeholders could be anyone from building owners and tenants to service contractors and local authorities. They all have a vested interest in the facility's continuous operation and safety. Your primary goal is to ensure that in the event of an unforeseen disruption, your contingency plan minimizes downtime and maintains operational integrity. To manage stakeholder expectations effectively, you must communicate clearly, understand their needs, and ensure that your contingency plans are realistic and robust.

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1 Understanding Needs

To manage expectations, you must first understand what your stakeholders expect from your facility's contingency plans. This involves engaging with them to gather information about their specific concerns, requirements, and desired outcomes. For instance, tenants may prioritize minimal disruption to their business operations, while service contractors might be focused on clear protocols for emergency response. By identifying these needs early, you can tailor your contingency plans to address them directly, which is essential for gaining stakeholder buy-in and cooperation.

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Alan Watkins
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Having contingency plans implies there are primary operational plans. Part of developing operational plans is identifying the primary systems being used, and what are the contingencies needed for each aspect of the plan. This should not be a separate process - stakeholders need to provide input into standard operational plans and the related contingencies. Every plan is different for every organization, but the process should be the same or similar - stakeholder input is sought and incorporated into the planning process. As technologies and business processes change, both the operational plan and contingency plan must be updated to incorporate those changes. Stakeholders need to be informed of any changes and how they might impact them.

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George Platsis

Senior Director, J.S. Held | CCISO | Digital Investigations & Discovery | Proactive Incident Response & Resilience | Be #Antifragile & Build #Relationships | Advisor Author Educator
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Determining needs is a difficult challenge, not necessarily because it is a complex undertaking, but rather, because it requires hard, laborious, and sometimes tedious work. These tasks can include making stakeholders understand why participating in such an exercise is important, scheduling workshops against competing needs (e.g., herding cats!), or helping people understand why there is value in proactive contingency planning. Be patient with stakeholders and show the business value of contingency planning. Make it about them, not about the planners.

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2 Clear Communication

Effective communication is the cornerstone of expectation management. You must keep stakeholders informed about the planning process, the rationale behind decisions, and how the contingency plans will affect them. Use clear, non-technical language and provide regular updates to avoid misunderstandings. This transparency builds trust and helps stakeholders feel involved and valued, which is critical when the time comes to implement the contingency plans.

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George Platsis

Senior Director, J.S. Held | CCISO | Digital Investigations & Discovery | Proactive Incident Response & Resilience | Be #Antifragile & Build #Relationships | Advisor Author Educator
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Use the Dee Hock rule: “Simple, clear purpose and principles give rise to complex and intelligent behavior. Complex rules and regulations give rise to simple and stupid behavior.”

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3 Realistic Planning

Your contingency plans must be realistic and achievable. Overpromising can lead to disappointment and a loss of credibility. Assess your facility's resources, limitations, and risk factors to create a plan that can be executed as promised. This might include identifying alternative power sources, backup suppliers, or temporary relocation sites. By setting realistic expectations from the outset, you can avoid overcommitting and ensure that your stakeholders have a clear understanding of what can be done in an emergency.

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4 Risk Assessment

Conducting a thorough risk assessment is essential for developing effective contingency plans. This involves identifying potential threats to your facility, such as natural disasters, power outages, or equipment failures, and evaluating their likelihood and potential impact. Share these findings with stakeholders so they understand the basis for your planning decisions. This not only helps in prioritizing risks but also demonstrates your proactive approach to safeguarding the facility.

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5 Plan Testing

Testing your contingency plans through drills and simulations is an important part of expectation management. It provides a practical demonstration of how the facility will respond in an emergency, which helps to build confidence among stakeholders. Feedback from these tests can be used to refine the plans and address any concerns that stakeholders might have. This iterative process ensures that the final contingency plan is robust and that stakeholder expectations are aligned with the facility's capabilities.

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George Platsis

Senior Director, J.S. Held | CCISO | Digital Investigations & Discovery | Proactive Incident Response & Resilience | Be #Antifragile & Build #Relationships | Advisor Author Educator
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You do not have a plan unless you have tested a plan. An untested plan is paper with a bunch of words and theory on it. Plan it, document it, test it, update it. Moreover, plan for the worst case and work backwards. That is how you find the true gaps in your plans and assumptions.

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6 Feedback Loop

Finally, establish a feedback loop that allows stakeholders to voice their opinions and concerns about the contingency plans. This can be done through surveys, meetings, or suggestion boxes. Listening to stakeholder feedback and making adjustments where necessary shows that you value their input and are committed to continuous improvement. It also helps to identify any gaps in your planning and ensures that the contingency plans remain relevant and effective over time.

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You're developing contingency plans. How do you ensure stakeholder expectations are effectively managed?

1

2

3

4

5

6

1 Understanding Needs

2 Clear Communication

3 Realistic Planning

4 Risk Assessment

5 Plan Testing

6 Feedback Loop

Facilities Engineering

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You're developing contingency plans. How do you ensure stakeholder expectations are effectively managed?

1

2

3

4

5

6

1 Understanding Needs

2 Clear Communication

3 Realistic Planning

4 Risk Assessment

5 Plan Testing

6 Feedback Loop

Facilities Engineering

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感谢您的反馈

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