CONTINGENCY PLAN

ABC INC

Group 1:
Shiniele Phipps Dowainey Brown
Kenair James Adrian Anderson

Lajay Chambers Kyle Braham

Carole Francis
PROTECTION

DETECTION

RECOVERABILITY
Description Preventative Measures Action To Be Person Responsible Resources Comments
Taken/Alternative

Power Outage Utilize backup I.T Department Generator, UPS

Generators

Renovations/ Allow key employees to I.T Department Equipped workers with

Constructions work virtually laptops and grant them
access to the company’s
network
Company’s website is Website data would have I.T Department
hacked been backed up then
later restored after
passwords have been
changed
Fire • Obey safety policies Employees are to follow Floor supervisors Fire Detectors
the safety arrows to Fire Extinguishers
evacuate the building in Water Dispensers
a orderly manner
In the event of small fire
use the fire extinguisher
Description Preventative measures Action To Be Person Responsible Resources Comments
Taken/Alternative

Internet Outage • Make some files • Offline files are I.T Department • Mobile Services
available offline accessible to enable Providers
• Use of mobile work • Cellphones
broadband • Mobile internet is
available which can
be used to send out
emails or hotspot
devices
System downtime • Regular software • Work from offline I.T Department
updates documents
• Make documents • Restart computer or
available offline refresh application
Injured/Ill Staff • Ensure that
employees receive
emergency training
such as CPR and
response techniques
• Utilize safety symbols
and tools where
necessary e.g wet
floors signs
Description Preventative measures Action To Be Person Responsible Resources Comments
Taken/Alternative

Natural disaster that • Onsite and Offsite • Schedule backups I.T Department • Cloud storage
could potentially cause servers • Create appropriate Provider
data loss • Cloud storage recovery points • Server Computer
 PDCA TECHNIQUE AND CUSTOMER SERVICE
Plan:
• Conduct customer surveys or feedback analysis
to identify areas of improvement,
such as response time, product knowledge, or
communication.
• Set specific customer service goals, such as
reducing average response time by 20%
or increasing customer satisfaction ratings by
10%.
• Develop a customer service training program to
enhance the skills and knowledge of
support representatives.
Do:
• Implement a customer relationship management
(CRM) system to streamline
customer interactions and ensure efficient handling of
inquiries and complaints.
• Provide comprehensive product training to customer
service representatives to
improve their understanding of the company's
offerings and enable them to provide
accurate information to customers.
• Offer additional self-service options, such as online
knowledge bases or chatbots, to
empower customers to find answers to their questions
independently.
Check:
• Monitor key customer service metrics, such as
average response time, first-contact
resolution rate, and customer satisfaction scores,
to evaluate the effectiveness of the implemented
changes.
Act:
• Analyze customer feedback and complaints to • Based on the analysis of customer service metrics
identify recurring issues and pain and feedback, make adjustments to
points.
the customer service processes or training programs.
• Conduct regular performance reviews and • Provide additional training or resources to address
gather input from customer service identified weaknesses in specific areas.
representatives to identify areas for
improvement in training or processes. • Implement customer service enhancements, such as
introducing a live chat support
feature or extending customer service hours to cater
to different time zones.
 THE IMPORTANCE OF REPORTING POTENTIALS RISKS
AND HAZARDS TO THE RELEVANT PERSONNEL.

• Raises awareness- employers rely on the eyes, ears, and noses of employees and
they will see things that are not captured in regular safety assessments and will raise awareness to potential
risks or hazard in a workplace.

• Prevents a pattern-it is important to prevent a recurring pattern of accidents

occurring on the job. When employees report safety hazards, it empowers managers and
employers to “nip the problem in the bud,” directly addressing the root issues that are causing
these hazards. This will help to identify existing patterns that can be analyzed and develop
strategies to stop these trends and patterns.
• Promotes a strong work and safety culture-the habit and practice encourage a
strong and cohesive work and safety culture amongst the team. This is important because
when you have such an open culture and everyone is on the same page, the work environment
becomes significantly safer and more secure.
• Prevents litigation and lawsuits-when management responds and address
hazards that are reported or safety issues , it shows that the company is doing its due
diligence to protect its employees, addressing and mitigating any safety issues as they are
reported.
 OHS SAFETY RULES AND PRACTICES
• 1. Electricity and water do not mix - keep drinks and plants well away from computers
• and work area to avoid getting electrocuted or accidentally damaging computer parts.
• 2. Be careful with tools that may cause short circuit.-
• 3. Always ground or discharge yourself before touching any part of the computer-.
• 4. No smoking allowed in the IT department.
• 5. Clean the area before and after using it to maintain sanitation and prevent accidents-
• 6. Hold the components on the edges and do not touch the Integrated Circuit & parts-
• 7. Always wear personal protective equipment & PPE in accordance with the
• organizations OHS procedures and practices.
• 8. Participate in safety exercises-
• 9. Store and use batteries properly
• 10. Take care not to overload electric sockets; use trailing multi-socket units rather than
• plug adapters
• 11. Regularly check all electrical equipment for damaged plugs or frayed cables
ABC EMPLOYEE EVALUATION FORM v1

EMPLOYEE INFORMATION

Employee Name: …………………………………………………………

Job Title :……………………………………………………………………

Department:……………………………………………………………….

Supervisor’s Name……………………………………………………………………

Review Period:…………………………………………………………………………

Date:……………………………………………………………………………