Winning the Uncertainty Game by Daniel F. Oriesek & Jan Oliver Schwarz

Author:Daniel F. Oriesek & Jan Oliver Schwarz
Language: eng
Format: epub
Publisher: Taylor and Francis
Published: 2020-12-02T00:00:00+00:00

Lessons learned

The first lesson was that no matter how well prepared you think you are, you can always be better prepared!

While the client had a designated crisis response team and had also taken certain technical precautions to prevent serious problems with its service delivery, the main area for improvement lay in the execution of the process. This included, first, how to find out that there is a problem fast; second, how to gain a speedy picture of the full extent of the problem; third, how to put into gear the necessary contingency plans; and, finally and most importantly of all, how to communicate openly and clearly with customers and other constituents. This communication would need to contain detailed instructions on how to prioritize data traffic according to importance, as well as the ability to make fairly accurate predictions as to when the backlog would be worked through and the infrastructure would be running at full capacity again.

While many of these steps may appear commonsense, the company found significant room for improvement in execution. And since there is no opportunity to test systems with a real crisis, wargaming offered a very effective means of practicing procedures in as close a manner to the real thing as possible. In the case of this particular client, the wargame helped them become faster, better coordinated and technically better prepared for the possibility of multiple events—something inconceivable before 9/11, because previous plans assumed only single incidents. As recent history has shown, terrorist attacks that have consisted of concerted multiple sites trigger a far greater crisis and are more common than previously suspected.

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