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Driven by the need to deliver superior client service regardless of the situation, professional services firms are developing, implementing and maintaining very flexible business continuity processes. Whether the organization is a law firm or a consultancy, key business processes include:
- "Typical" corporate support processes (i.e. human resources, payroll, accounting, client/project setup and billing)
- Communications - internally and externally
- Technology support, to include access to intellectual property and data
Professional services organizations have flexible recovery locations since professionals are often equipped to work remotely. Recovery locations can include client sites, homes or other offices. Professional services firms quickly discover that formal crisis management and crisis communications processes are keys to success. The first priority is to respond quickly and communicate with professionals and clients. The most important resource in a professional services firm is it's people, and protecting people and property (and supporting employees and their families) is of paramount importance. The second priority is to ensure professionals have a work location, access to technology and access to business/client data.
Developing business continuity programs that are grounded in robust communications and focused on capitalizing on the flexible nature of day-to-day business will eventually lead to the ability to respond and recover effectively. |
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