Moving Forward in Contingencies

Transcription

1 Moving Forward in Contingencies Presented by: Chris Barbour, Senior Administrator, Emergency Planning and Response September 12, 2011 Today s Session Welcome Toyota s Belief Our Disaster Readiness Programs Communications & Mass Notification Tsunami, March 2011 Keys to Recovery Q & A

2 Toyota Believes Private enterprise has the responsibility to protect itself during a disaster. Ensures emergency responders can help those with the greatest need Builds a stronger, more resilient community Reinforces the Public/Private Partnership Team Mission Establish and maintain the optimum state of disaster preparedness for TMS/TFS by teaching Associates to be self-sufficient, and Business units to be self-sustaining Through planning, preparation, training and exercise.

3 In Every Phase Emergency Response First 72 hours Life - Safety Damage Assessment Business Recovery 1 Day 3 Weeks Months - Years Short-Term Recovery Long-Term Recovery Emergency Operations Physical Plant Preparedness Emergency Operations Center Emergency Response (CERT) Communications

4 Focus: Communications Wide range of tools in place Security Operations Center (SOC) is a key link in our disaster communications Major Risks Toyota Faces Earthquakes and Tsunamis HAZMAT Incidents Fire (Water Damage) Bio-terrorism Nuclear Power Incidents (Japan) Flooding (Australia) Civil Unrest (Thailand)

5 These risks and others are UNAVOIDABLE. Locations at Risk USA Field Sites 84 locations, including: - 10 Regional Offices - 8 Vehicle Distribution Centers - 10 Parts Distribution Centers - International Site (Puerto Rico) - 56 Other Toyota / Lexus Sites

6 Locations at Risk Headquarters Torrance, CA - Newport / Inglewood fault zone Long Beach quake - Measured 6.4 on Richter scale - 5:54 a.m deaths - $50M property damage Locations at Risk Headquarters Torrance, CA - Located off 405 freeway - Potential for HAZMAT incidents - ExxonMobil Refinery nearby (one block away, downwind)

7 Communication Basics Who do you need to reach? Employees? Response Teams? Others? How will you communicate? Landline? Cell? Text? ? All? Will you use a bulletin board or social media (e.g., Twitter)? Timing When will you most likely activate your business recovery plan? Communicate with people? Communication Tools Mass notification systems Satellite phones Emergency bulletin boards (Associate Hotline ) Internet Emergency management software Cell phones Intranet Satellite back-up to the network (Internet t access)

8 Mass Notification: General Multi-modal communication (e.g., phone, text, , etc.) Detailed contact history 24/7 readiness (scheduled or on-the-fly activations) Immediate notification of Toyota s 17,430 contacts Data accuracy; information maintained by employees via eprofile (HR database) Employee updates processed daily through PeopleSoft Mass Notification: Design Multiple contact groups (367 as of today!) Employees by site or area (e.g., zip code, southern CA, West Coast operations in CA, OR, WA) Employees by function, including emergency response teams (CERT), EOC members, etc. Call-out messages (348 today!) Canned / pre-scripted On-the-fly recording prior to activation

9 Mass Notification: Activations Tsunami Warning March 11, 2011; 8:27 a.m. 5,306 employees involved Contacts notified via text, , home phone and cell phone Two attempts, 15 minutes apart Duration: 1 hour, 34 minutes 9,428 s sent (home and work) 15,256 successful calls answered and/or messages left Mass Notification: Activations Call Center Closure February 2, 2011; 8:33 a.m. 623 employees involved Contacts notified via home phone, cell phone and Two attempts Duration: 21 minutes, 44 seconds 592 s sent (home and work) 747 successful calls answered and/or messages left

10 Beyond Notification Employee Hotline Continuous 800-number access Current, easily updated information Employees are told when new messages will be posted Service split (Toyota Motor Sales, USA and Toyota Financial Services, USA) Improves routine communication (e.g., travel, President s message) All employees should report to work at 8:00 a.m. Preparation pays off in people, production and profitability.

11 Communication is key. Toyota s Keys to Recovery Management Leadership Business Unit(s) Readiness Associate Participation Public Sector Partnerships Continuous Team Education

12 Moving Forward in Contingencies Questions? Chris Barbour, Senior Administrator, Emergency Planning and Response Moving Forward in Contingencies Thank You Chris Barbour, Senior Administrator, Emergency Planning and Response