Crisis Management Plan Dell International Services - Hyderabad Blue Book Version 1.0.

Crisis Management Plan

Dell International Services - Hyderabad

Blue Book Version 1.0

DIS HyderabadDell Confidential

Site Response Team

Amit Ranade (ABOCC)

Kiran Kumar Chaparala(Security)

Narayan Devireddy(IT - GDC)

Priyadarshan Pagdi(Facilities/ Transport)

Mohit Gaur(CCO Manager)

Deepika Reddy (HR)

CMT SRT Representatives

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Rajeev Kapoor(Site Director)

CMT: Crisis Management Team

SRT: Site Response Team

Bhupesh Bhatt(IT)

Kiran Kalluri (CTS/SE)

Subhodh Subramanian (Capacity Planner)

Roopesh Verma (Security)

Ashwin Kumar (AM EMEA /Canada CC)

Thota Phanimadhav (CCO Lead)

Murli Ganpathi (AM EMEA EBox)

Rajesh Hedge (EMEA Sales SMB )

Rajesh T (ABO CC)

Tapan Sabarwal (AM CTS)

Arindam Saha (Finance)

Arvind Shukla (AM CTS)

A Srinivasu (Facilities/ Transport)

Sundeep Kunchala(IT GDC)

Shyam KT (IT)

Nicolai Moresco (EMEA Sales SMB)

Hanumantha Rao SVS (Facilities)

Anand Ramanarayan (Finance)

Ajay Arora (Corp Communications)

Mani Shyam (Canada Sales)

Manish Gupta (EMEA Sales DHS)

Jagmohan Marwah (Care UKI/Canada)

Behzaad Habibi (EMEA Sales DHS)

Chitra Rajan(EMEA Sales SMB )

VB Krishna (AM GFS)

Nitin Sehgal (AM GFS)

Sheel Majumdar (HR)

Raj Shekar (IT GDC)

Ashok Prithviraj(GFS)

Shakila Rahim (Corp Communications)

Amit MK (GFS)

T Ganesh(EHS)

Mohit Verma (Training)

A Srinivasu (EHS)

Harkirat Bedi (Global Online Order Ops)

Ramesh Devrakonda (EMEA Sales DHS )

Puneet Oswal (EMEA Sales DHS )

Malay Sarkar (CCO Lead)

Pramod Reddy (Transport)

Aejy Alias (Training)

Ravichandra Naineni (Cons sales CCO Manager) P, Udayshankar (Sales CCO) Arvind Degala( Sales CCO)

DIS HyderabadDell Confidential

Key Contact Details

DIS HyderabadDell Confidential

Key Contact Details

DIS HyderabadDell Confidential

Riots / War / Political Uprising / Bandh

Probability Low Impact High

Impacted Items / Businesses

Employee Transport System, All BU’s

BCRP Strategy

• To thoroughly validate affected areas and plan alternate routes for employees to reach back home

• To redirect customers to alternate sites for un-interrupted customer service.

Contingency Actions

• Transport Head & SRT to assess the scale of impact, the level of emergency and condition of vehicles movement in tri-city using the severity level classification.

• If severity level > 4, all members of SRT will be informed

• CCO to inform Global CCO; if possible outage > 25% & transport delay > 4 Hrs; for redirection of calls

• Logistics team to become active and undertake subsequent implementation activities.

• Transport helpdesk and Emergency toll number to be activated for concerned employees / parents.

• Alternate transport routes to be identified or Alternate transport arrangements to be made by Transport Team.

• In house bedding to be arranged for employees not able to go home by the Facilities Team and extra food arrangements to be made by Facilities team.

• Communications to be sent out to staff members periodically on the present conditions via Periodic announcements on Public address system and Mail at @ ALL “DIS”.

• Close the Invoked disaster plan when normal routes available / city safe for plying vehicles on confirmation from the police station. Information to this effect to be conveyed by SRT

•Click Here for detailed plan

RCCO Help Desk

+91-984-955-0001

WCCO Help Desk

+91-984-955-0003

GCCO Help Desk

+91-998-009-2172

Priyadarshan Pagdi – Facilities

Manager

+91-994-955-0015

Rajeev Kapoor – Site Lead

+91-986-619-0783

Kiran Kumar Chaparala – Security

Manager

+91-995-924-9666

Pramod Reddy – Transport

Manager

+91-984-978-7779

Key Contacts

DIS HyderabadDell Confidential

Riots / War / Political Uprising / Bandh

Activity Owner

Trigger about the possible Riots/War/Political Uprising/Bandh Facilities/Security/Employee/Other Media

Confirmation on Outage/Riots/War/Political Uprising/Bandh post trigger Security

Inform all necessary stake holders about the Bandh - Media: Mail; Audience - Site Director, CCO Director, CCO Manager, Capacity Planner, Facilities Manager Security

Communication on Invoking BCRP - Media: Mail, Phone ; Audience - CCO Director, CCO Manager, Capacity Planner, Facilities Manager Site Director's Office

Inform relevant stake holders about the Bandh - Media: Bridge, Mail - Audience - BUs, GCCO & Back Up Sites RCCO

Arrange for Bedding, Food, Power Backups Facilities

Provide information about Lady Employees and Employees staying within 5KM range from the facility. Facilities/Transport

Provide regular updates - Media: Mail; Audience - Site Director, CCO Director, Manager, Capacity Planner. Security/Facilities

Plan as per the info obtained from Facilities/Security Team, check for Hours & Days of impact. RCCO

Check for Queues which DO and DO NOT have backup site. RCCO

Invoke BU specific Contingency Plan RCCO

Approval on Early Logouts & Logins. Site Director's Office

Approval on holding back Employees post their shift timings, Food . Site Director's Office

Update relevant stake holders about the Contigency Plan - Media: Bridge, Mail - Audience - BUs, GCCO & Back Up Sites RCCO

Provide regular updates on Queue Performance - Media: Bridge, Mail; Audience - Site Director/s, PDs, AMs, GCCO, Back Up Site. RCCO

Information on Evoking BCRP - Media: Mail; Audience - Site Director, CCO Director, CCO Manager, Capacity Planner Facilities/Security/Site Director's Office

Restore Normal Operation RCCO/GCCO/Facilities/Transport

Communicate to all employees - Media: SMS Transport

DIS HyderabadDell Confidential

Queues@ Hyderabad

DIS HyderabadDell Confidential

Queues@ Hyderabad

DIS Hyderabad

GCCO Contacts

DIS Hyderabad

BCRP Bridge Details

BCRP Bridge Details

• US Dial-in: 1-517-466-2153

• US Toll Free Number: 1-866-692-4541

• India Toll Free Number: 000-800-852-1263

Pass code: 1228667