O Yes Oxygen Bar Crisis Management

O-yes Oxygen BarO-yes Oxygen Barin Thailandin Thailand

Issues analysis and crisis Issues analysis and crisis communications plancommunications plan

ByWONDER GIRLS

Kittiporn Ansirimongkol 4945303628Pimpisa Jular 4945346628 Malinee Kulrakumpusiri 4945357528Walika Tesvanich 4945364928 Sarunya Aroonsirichoke 4945367828Sundhika Chagsudulya 4945371228Supakarn Thepsoonthorn 4945379328Usaporn Tanadumrongsak 4945386728

Risk Priority MatrixRisk Priority Matrix

Steps taken during developmentSteps taken during development

In this section, a matrix with four sections are to be drawn: In this section, a matrix with four sections are to be drawn: low probability, low impact; high probability, low impact; low probability, low impact; high probability, low impact; low probability, high impact; and high probability, high low probability, high impact; and high probability, high impactimpact

The risks in each section are determined by the likelihood The risks in each section are determined by the likelihood of them happening of them happening

And the impact on company and stakeholdersAnd the impact on company and stakeholders We listed down all the risks that might occurWe listed down all the risks that might occur The risks may happen within or outside the facilityThe risks may happen within or outside the facility The risks may affect the image, the revenue, the The risks may affect the image, the revenue, the

stakeholders, and the well being of the companystakeholders, and the well being of the company The risks listed are then arranged into the four sections of The risks listed are then arranged into the four sections of

the matrixthe matrix

Low Probability, Low ImpactLow Probability, Low Impact Risks that have little chance of occurringRisks that have little chance of occurring Even if the risk occurs, it have little impact on Even if the risk occurs, it have little impact on

the businessthe business The visibility from the media is most probably The visibility from the media is most probably

quite lowquite low The business can continue normally with little/no The business can continue normally with little/no

disruptiondisruption Drunk employeesDrunk employees School students jumping classes to come to the School students jumping classes to come to the

barbar Inadequate number of staffInadequate number of staff Staff stealing from customersStaff stealing from customers Long waiting timeLong waiting time

High Probability, Low ImpactHigh Probability, Low Impact High chance that the risk might occurHigh chance that the risk might occur Low impact on the businessLow impact on the business Business can still be run normally if risk occursBusiness can still be run normally if risk occurs Customers do not like the scentsCustomers do not like the scents Bad-tempered staffBad-tempered staff Increase material costsIncrease material costs Conflicts among customersConflicts among customers Problem with childrenProblem with children

Low Probability, High ImpactLow Probability, High Impact Little chance that the risk might occurLittle chance that the risk might occur Business is disrupted if the risk occurBusiness is disrupted if the risk occur Attacked/opposed by some health groupsAttacked/opposed by some health groups Death of customerDeath of customer Health effect on customersHealth effect on customers Executives arrestedExecutives arrested Oxygen toxicityOxygen toxicity

High Probability, High ImpactHigh Probability, High Impact The most important sectionThe most important section The company has to consider the risks and try The company has to consider the risks and try

prevent them form happening prevent them form happening If risk occurs, the business would be severely If risk occurs, the business would be severely

disrupted and usually the operations have to stopdisrupted and usually the operations have to stop Allergy of scentsAllergy of scents Breaking down of oxygen generatorBreaking down of oxygen generator BankruptcyBankruptcy Problems at various locations such as Siam Problems at various locations such as Siam

Discovery closing down Discovery closing down Negative buzzNegative buzz

Why is it a good job?Why is it a good job? We consider all aspect of the business, not just the We consider all aspect of the business, not just the

economical aspect but also social, environmental, economical aspect but also social, environmental, political, and psychological aspects.political, and psychological aspects.

We ask ourselves these questions when we do the We ask ourselves these questions when we do the ranking: ranking: • Probability: How easily it is for the risk to occur?Probability: How easily it is for the risk to occur?• Impact: Can the business still be run? Impact: Can the business still be run?

We have come up with around 110 risks in total.We have come up with around 110 risks in total.

Top Potential Top Potential Issues / CrisesIssues / Crises


In this section, the top potential issue and crisis were In this section, the top potential issue and crisis were selected from a risk priority matrix with sections of selected from a risk priority matrix with sections of high probability, low impact; low probability, high high probability, low impact; low probability, high impact; and high probability, high impact.impact; and high probability, high impact.

The risks of top potential are determined by the most The risks of top potential are determined by the most likelihood of them happening and frequency. likelihood of them happening and frequency.

And the most serious impact on company and And the most serious impact on company and stakeholdersstakeholders

We listed down Top10 of the risks that might turn to We listed down Top10 of the risks that might turn to be an issue.be an issue.

And Top10 of the risks that might turn to be a crisis.And Top10 of the risks that might turn to be a crisis. The risks may affect the image, the revenue, the The risks may affect the image, the revenue, the

stakeholders, and the well being of the companystakeholders, and the well being of the company

Top Potential Issue Top Potential Issue Customer serious health problem during use the servic Customer serious health problem during use the servic

e of oxygen bar. e of oxygen bar. Risk of bankruptcy Risk of bankruptcy - Celebrity or high profile person hurt, or inconvenienced - Celebrity or high profile person hurt, or inconvenienced

. . Dissatisfy customer create buzz in negative ways. Dissatisfy customer create buzz in negative ways. Poor maintenance and unhygienic facility Poor maintenance and unhygienic facility Unstable currency exchange rateUnstable currency exchange rate Research organization opposing Oxygen Therapy Research organization opposing Oxygen Therapy Increase material costsIncrease material costs Increase competition Increase competition Lazy and incompetent workersLazy and incompetent workers

Top Potential Crisis Top Potential Crisis Allergy of scents that caused difficulties in breathing. Allergy of scents that caused difficulties in breathing. Contamination of oxygen gas Contamination of oxygen gas Fire Fire Activist against the oxygen bar Activist against the oxygen bar Sexual harassment suit Sexual harassment suit Criminal actsCriminal acts Failure of oxygen generator.Failure of oxygen generator. Sudden and prolonged system failure. Sudden and prolonged system failure. Closing down of the location Closing down of the location ((DiscoveryDiscovery)) Serious accidents in the facility Serious accidents in the facility

Why is it a good job?Why is it a good job? We consider all aspect of the business, not We consider all aspect of the business, not

just the economical aspect but also social, just the economical aspect but also social, environmental, political, and psychological environmental, political, and psychological aspects. Then, select the top list of potential aspects. Then, select the top list of potential issue/crisis.issue/crisis.

We have come up with 10 top list for issue We have come up with 10 top list for issue and another 10 for crisis from 110 risks in and another 10 for crisis from 110 risks in total.total.

StakeholdersStakeholders


First is to prioritize stakeholders and First is to prioritize stakeholders and determined how many are relavent determined how many are relavent

8 of the stakeholders are selected as the 8 of the stakeholders are selected as the priority stakeholders; customer, priority stakeholders; customer, employees, CEO, media, prospects, employees, CEO, media, prospects, investorinvestor//shareholders, government shareholders, government ministries and communityministries and community

The description of each stakeholders are The description of each stakeholders are provided according to their role in which provided according to their role in which they have impact to the companythey have impact to the company

StakeholdersStakeholders CustomersCustomers EmployeesEmployees CEOCEO MediaMedia ProspectsProspects Investors/ shareholdersInvestors/ shareholders Government ministriesGovernment ministries CommunityCommunity

Why is it a good job?Why is it a good job?

We only selected only the important We only selected only the important stakeholders that have significant stakeholders that have significant impact to the company to mention in impact to the company to mention in the report and the description provided the report and the description provided is concise and easy to understandis concise and easy to understand..

Crisis Communications Crisis Communications ProceduresProcedures


Deciding on what procedures should be included in the Deciding on what procedures should be included in the reportreport

The decision is based on the importance and the usage The decision is based on the importance and the usage frequency of the procedurefrequency of the procedure

Thinking about each procedure and what steps and who Thinking about each procedure and what steps and who should be involved in each oneshould be involved in each one

Thinking of possible alternatives in the procedureThinking of possible alternatives in the procedure Having other group members prove read the procedures to Having other group members prove read the procedures to

make sure that they are thorough make sure that they are thorough

Crisis Communication Crisis Communication Step-By-Step Procedures Step-By-Step Procedures

Activating the CCT teamActivating the CCT team Approving information for releaseApproving information for release Collecting, verifying, and updating Collecting, verifying, and updating

informationinformation Distributing information to stakeholdersDistributing information to stakeholders Responding to queries Responding to queries Performing post-crisis analysisPerforming post-crisis analysis

The procedure of how to activate crisis The procedure of how to activate crisis communication team for O-yes Oxygen Bar’s communication team for O-yes Oxygen Bar’s

crisis situationcrisis situation Introduction: CCT Manager follows the steps below to activate CCT Introduction: CCT Manager follows the steps below to activate CCT

members when O-yes Oxygen Bar is in time of crisis. members when O-yes Oxygen Bar is in time of crisis. 1.1. Look for the CCT members’ contact number in the CCT contact listLook for the CCT members’ contact number in the CCT contact list2.2. Contact the most important members of CCT members firstContact the most important members of CCT members first3.3. Call CCT members to let them know about the information of the crisisCall CCT members to let them know about the information of the crisis

Note: If the members are unreachable, CCT Manager may try to leave voice mail, send SMS, Note: If the members are unreachable, CCT Manager may try to leave voice mail, send SMS, send E-mail, try to contact them again within the next 15 minutes, or try to contact other send E-mail, try to contact them again within the next 15 minutes, or try to contact other alternative CCT membersalternative CCT members

4.4. Inform each of the members to meet at crisis communication center (the conference room at O-Inform each of the members to meet at crisis communication center (the conference room at O-yes Oxygen Bar Headquarter in Thailand) after the phone call for 30 minutesyes Oxygen Bar Headquarter in Thailand) after the phone call for 30 minutesNote: If the conference room at the Headquarter is unavailable, CCT manager should come up Note: If the conference room at the Headquarter is unavailable, CCT manager should come up with alternative location with alternative location

5.5. Set up the equipments; including computer with Internet connection, printer, photocopier, Set up the equipments; including computer with Internet connection, printer, photocopier, scanner, fax, whiteboard, storage cabinet, stationary, walkie-talkies, mobile phone, phone scanner, fax, whiteboard, storage cabinet, stationary, walkie-talkies, mobile phone, phone book, etc. for the crisis communicationbook, etc. for the crisis communication

6.6. Check whether all the members are all at the crisis communication center after 30 minutes of Check whether all the members are all at the crisis communication center after 30 minutes of phone callsphone callsNote: If there still are some members missing, try to contact them again within the next 1 hour Note: If there still are some members missing, try to contact them again within the next 1 hour and update the information about the crisisand update the information about the crisis

The procedure of activating the CCT members is complete, start the discussion about the latest The procedure of activating the CCT members is complete, start the discussion about the latest information about the crisis after the majority of CCT members arriveinformation about the crisis after the majority of CCT members arrive

The procedure of how to distribute information The procedure of how to distribute information during O-Yes Oxygen during O-Yes Oxygen Bar’s crisisBar’s crisis

Introduction: CCT members follow the steps below to distribute Introduction: CCT members follow the steps below to distribute verified information to the stakeholders in order to inform them verified information to the stakeholders in order to inform them about the crisis.about the crisis.

1.1. Identify and rank key stakeholders who O-Yes Oxygen Bar needs to inform about the crisisIdentify and rank key stakeholders who O-Yes Oxygen Bar needs to inform about the crisis

2.2. Prepare the information material to send to those selected stakeholdersPrepare the information material to send to those selected stakeholders

NOTE: Different stakeholders might need different information such as the internal NOTE: Different stakeholders might need different information such as the internal stakeholders and the external stakeholders, therefore the information material should be stakeholders and the external stakeholders, therefore the information material should be classified to fit the stakeholders. classified to fit the stakeholders.

3.3. Identify distribution channels for the stakeholdersIdentify distribution channels for the stakeholders

NOTE: High ranked stakeholders would need direct distribution channel such as meeting, NOTE: High ranked stakeholders would need direct distribution channel such as meeting, while the low ranked stakeholders would have the indirect distribution channel such as e-while the low ranked stakeholders would have the indirect distribution channel such as e-mail.mail.

4.4. Look up for contact information on the stakeholders in the most updated contact listLook up for contact information on the stakeholders in the most updated contact list

5.5. Contact and distribute information material stakeholders through the selected distribution Contact and distribute information material stakeholders through the selected distribution channelschannels

6.6. Ensure all the stakeholders if they have received the information one day after distributing the Ensure all the stakeholders if they have received the information one day after distributing the information. information.

NOTE: the number of days to ensure the stakeholders about receiving the information might NOTE: the number of days to ensure the stakeholders about receiving the information might be varied depends on the location of the stakeholders and the crisis status. be varied depends on the location of the stakeholders and the crisis status.

7.7. The stakeholders are confirmed about receiving the informationThe stakeholders are confirmed about receiving the information

The procedure of distributing information during the crisis is completed. The procedure of distributing information during the crisis is completed.


The procedures are thorough, easy to The procedures are thorough, easy to understand, and to-the-pointunderstand, and to-the-point

There is a wide coverage of procedures covered There is a wide coverage of procedures covered in the reportin the report

The steps are practical The steps are practical

Core StatementCore Statement


Study O-Yes Oxygen Bar package Meeting with the CCT members to brainstorm

about the possible risks CCT members select the two most relevant risks-

High impact and High probability Research information on the two selected risks Create core statement template with ready-to-

fill-in blanks for each risk

Statement from O-Yes Oxygen Bar Statement from O-Yes Oxygen Bar on customers’ allergy of scentson customers’ allergy of scents

With our apology and regret, on With our apology and regret, on DATEDATE at approximately at approximately TIMETIME, the customer of , the customer of O-Yes Oxygen BarO-Yes Oxygen Bar has been allergic has been allergic to one of the scents we provided. The customer has to one of the scents we provided. The customer has SYMPTOMSSYMPTOMS. It has been discovered that the major cause of . It has been discovered that the major cause of the allergic is REASON. the allergic is REASON.

In this incident, unfortunately, In this incident, unfortunately, NAME OF THE VICTIM NAME OF THE VICTIM was was allergic to allergic to NAME OF SCENTNAME OF SCENT. The customer was sent to the . The customer was sent to the nearest hospital right after our professional staff identified nearest hospital right after our professional staff identified the allergic symptoms. the allergic symptoms.

As a result, As a result, O-Yes Oxygen BarO-Yes Oxygen Bar will will DO SOMETHING TO DO SOMETHING TO RESOLVE CRISISRESOLVE CRISIS. Our company has to . Our company has to SHORT –TERM SHORT –TERM IMPACTIMPACT

O-Yes Oxygen BarO-Yes Oxygen Bar has always kept our customers’ health as has always kept our customers’ health as the top priority. From now on we willthe top priority. From now on we will PREVENTION PREVENTION. .

Statement from O-Yes Oxygen Bar Statement from O-Yes Oxygen Bar on customers’ allergy of scentson customers’ allergy of scents

With our apology and regret, on 20With our apology and regret, on 20thth April 2009 at approximately 5 p.m., the April 2009 at approximately 5 p.m., the customer of customer of O-Yes Oxygen BarO-Yes Oxygen Bar has been allergic to one of the scents we has been allergic to one of the scents we provided. The customer has rashes all over her arms and legs with difficulty provided. The customer has rashes all over her arms and legs with difficulty to breath. It has been discovered that the major cause of the allergic is the to breath. It has been discovered that the major cause of the allergic is the allergy of the scent the customer had chosen without knowing her condition.allergy of the scent the customer had chosen without knowing her condition.

In this incident, unfortunately, Ms. Prapakorn Silvadee was allergic to In this incident, unfortunately, Ms. Prapakorn Silvadee was allergic to Strawberry scent after receiving the oxygen session for 15 minutes. Ms. Strawberry scent after receiving the oxygen session for 15 minutes. Ms. Prapakorn was sent to nearest hospital right after our professional staff Prapakorn was sent to nearest hospital right after our professional staff identified the allergic symptoms. identified the allergic symptoms.

As a result, As a result, O-Yes Oxygen BarO-Yes Oxygen Bar will take full responsibility for all costs for the will take full responsibility for all costs for the customers. All scents provided at the bar will be sent to the lab for further customers. All scents provided at the bar will be sent to the lab for further experiment focusing on allergy.experiment focusing on allergy.

O-Yes Oxygen BarO-Yes Oxygen Bar has always kept our customers’ health as the top priority. has always kept our customers’ health as the top priority. From now on we will be conducting brief allergy test on the customers when From now on we will be conducting brief allergy test on the customers when they first register with they first register with O-Yes OxygenO-Yes Oxygen and keep the results on our database and keep the results on our database or further use once the customers are back for the services.or further use once the customers are back for the services.

Statement from O-Yes Oxygen Bar on Statement from O-Yes Oxygen Bar on system failure at the oxygen generatorsystem failure at the oxygen generator

With our apology, on With our apology, on DATEDATE at approximately at approximately TIMETIME, our oxygen generator was failed to operate , our oxygen generator was failed to operate normally; therefore cause normally; therefore cause EFFECTSEFFECTS. It has been . It has been discovered that the major cause of the failure of discovered that the major cause of the failure of the oxygen distributor machine is the oxygen distributor machine is REASONREASON..In this incident, In this incident, NAME OF THE DISSATISFIEDNAME OF THE DISSATISFIED CUSTOMERSCUSTOMERS dissatisfied on our services. dissatisfied on our services. As a result, As a result, O-Yes Oxygen BarO-Yes Oxygen Bar will will DO DO SOMETHING TO RESOLVE CRISISSOMETHING TO RESOLVE CRISIS. . SHORT-TERM SHORT-TERM IMPACTIMPACT..O-Yes Oxygen BarO-Yes Oxygen Bar has always kept satisfaction has always kept satisfaction from the customers as our top priority. From now from the customers as our top priority. From now on we would have on we would have PREVENTIONPREVENTION. .

Statement from O-Yes Oxygen Bar on Statement from O-Yes Oxygen Bar on system failure at the oxygen generatorsystem failure at the oxygen generator

With our apology, on 12th May 2009 at approximately 1 p.m., our With our apology, on 12th May 2009 at approximately 1 p.m., our oxygen generator was failed to operate normally; therefore we must stop our oxygen generator was failed to operate normally; therefore we must stop our operation until the generator s properly fixed. From this incident, there is great operation until the generator s properly fixed. From this incident, there is great dissatisfaction from the customers. The customers have been talking about our dissatisfaction from the customers. The customers have been talking about our lack of maintenance and security that it may affect on people’s life with the lack of maintenance and security that it may affect on people’s life with the oxygen overflow. It has been discovered that the major cause of the failure of oxygen overflow. It has been discovered that the major cause of the failure of the oxygen generator is the electricity problems the day before the incident. the oxygen generator is the electricity problems the day before the incident. The electricity went out and the generator never worked again. The electricity went out and the generator never worked again.

In this incident, there are three dissatisfied customers who found this incident In this incident, there are three dissatisfied customers who found this incident very dangerous to their life that we totally understand and would like to make very dangerous to their life that we totally understand and would like to make an apology. an apology.

As a result, As a result, O-Yes Oxygen BarO-Yes Oxygen Bar will be having the technicians from the oxygen will be having the technicians from the oxygen generator supplier to fix the generator. We will be ready to operate normally generator supplier to fix the generator. We will be ready to operate normally again tomorrow. For the customers, we will be giving out gift vouchers for again tomorrow. For the customers, we will be giving out gift vouchers for taking extra oxygen session and become our VIP customers. taking extra oxygen session and become our VIP customers.

O-Yes Oxygen BarO-Yes Oxygen Bar has always kept satisfaction from the customers as our top has always kept satisfaction from the customers as our top priority. From now on we would have the technicians to check our equipments priority. From now on we would have the technicians to check our equipments every week. Our staff will be learning how to set up all of the equipments once every week. Our staff will be learning how to set up all of the equipments once there is electricity problem again. there is electricity problem again.


Gain information from other sources rather than just from the package

Practice writing the core statement Be critical about O-yes Oxygen bar- What

could have gone wrong? Be imaginative on what will happen when

risks occur

Q&A SectionQ&A Section


Conducted a meeting to brainstorm the potential issues and Conducted a meeting to brainstorm the potential issues and crises of Ocrises of O--yes Oxygen baryes Oxygen bar

Assigned the task to each person to tell who should be Assigned the task to each person to tell who should be responsible under what topicresponsible under what topic..

After finish listing the potential issues and crises, then After finish listing the potential issues and crises, then analyzed and picked the best two potential and high impact analyzed and picked the best two potential and high impact risks that we think they are the most likely to happenrisks that we think they are the most likely to happen

Listed all possible questions that can be asked from many dif Listed all possible questions that can be asked from many dif ferent aspects that are relevant to the ferent aspects that are relevant to the potential riskspotential risks

Checked Q&A section with the core statement template in Checked Q&A section with the core statement template in order to identify more questions that can be addedorder to identify more questions that can be added

Corrected the error and grammarCorrected the error and grammar

Allergy of scent Allergy of scent 11 . . Which scent is the customer allergic to?Which scent is the customer allergic to?22 . . Which elements contaminated the air?Which elements contaminated the air?33 . . Was anyone injured? Were there any casualties?Was anyone injured? Were there any casualties?44 . . What did OWhat did O--yes Oxygen bar do to solve the problem?yes Oxygen bar do to solve the problem?55 . . How long has the customer been suffering from allergies?How long has the customer been suffering from allergies?66 . . How long will it take to show that heHow long will it take to show that he//she is allergic to the scent?she is allergic to the scent?77 . . How will the company regain trust and credibility?How will the company regain trust and credibility?88 . . What is OWhat is O--yes Oxygen bar’s plan to prevent this kind of incident?yes Oxygen bar’s plan to prevent this kind of incident?99 . . Were there other scents in which customers were allergic to?Were there other scents in which customers were allergic to?1010 . . Was this the first time the victim visited OWas this the first time the victim visited O--yes Oxygen bar?yes Oxygen bar?1111 . . Did the insurance cover the incident?Did the insurance cover the incident?1212 . . Did the incident affect the business?Did the incident affect the business?1313 . . What were the symptoms?What were the symptoms?1414 . . How did it happen?How did it happen?1515 . . What are the causes of allergy?What are the causes of allergy?1616 . . What are the side effects?What are the side effects?1717 . . Who is the business supplier for the scent packages?Who is the business supplier for the scent packages?1818 . . What is the first action that the customer should take after having an allergy?What is the first action that the customer should take after having an allergy?1919 . . What is the shortWhat is the short--term impact of people that are allergic to scents?term impact of people that are allergic to scents?2020 . . What are OWhat are O--yes Oxygen bar’s plan to reduce such crisis?yes Oxygen bar’s plan to reduce such crisis?2121 . . What is the longWhat is the long--term impact that Oterm impact that O--yes Oxygen bar can prevent from people that yes Oxygen bar can prevent from people that

are allergic to scents? are allergic to scents? 2222 . . What needs to be done in order to prevent the crisis from happening again?What needs to be done in order to prevent the crisis from happening again?

Failure of oxygen generatorFailure of oxygen generator1. Have O-yes Oxygen bar Thailand ever faced with the failure of oxygen 1. Have O-yes Oxygen bar Thailand ever faced with the failure of oxygen

generator?generator?2. During the failure of oxygen generator was the business still operating?2. During the failure of oxygen generator was the business still operating?3. When and how did the company find out?3. When and how did the company find out?4. Does the business have a back-up generator?4. Does the business have a back-up generator?5. What is the total loss due to failure of oxygen generator?5. What is the total loss due to failure of oxygen generator?6. How often does the oxygen generator receive maintenance check up?6. How often does the oxygen generator receive maintenance check up?7. Does the business have in-house technician?7. Does the business have in-house technician?8. How long does it take the business to restore the situation?8. How long does it take the business to restore the situation?9. What are the customer reactions and responses after knowing about the crisis?9. What are the customer reactions and responses after knowing about the crisis?10. How many customers received the oxygen when the crisis occurred?10. How many customers received the oxygen when the crisis occurred?11. What are the possible reasons of oxygen generator failure?11. What are the possible reasons of oxygen generator failure?12. What is the short-term impact due to the failure of oxygen generator?12. What is the short-term impact due to the failure of oxygen generator?13. What is the long-term impact that O-yes Oxygen bar will face?13. What is the long-term impact that O-yes Oxygen bar will face?14. Does the guarantee of the oxygen generator cover for this crisis?14. Does the guarantee of the oxygen generator cover for this crisis?15. What were the effects of the failure of oxygen generator?15. What were the effects of the failure of oxygen generator?16. How will O-yes Oxygen bar prevent this crisis from happening again?16. How will O-yes Oxygen bar prevent this crisis from happening again?17. Does the company have an alarm system that can detect when the oxygen 17. Does the company have an alarm system that can detect when the oxygen

generator did not work?generator did not work?18. What will O-yes Oxygen bar compensate to the customers for this incident?18. What will O-yes Oxygen bar compensate to the customers for this incident?19. What is the strategy of O-yes oxygen bar to boost sales after the crisis? 19. What is the strategy of O-yes oxygen bar to boost sales after the crisis? 20. How long will it take for O-yes oxygen bar to return to their normal operation?20. How long will it take for O-yes oxygen bar to return to their normal operation?


It covered almost every question that might It covered almost every question that might be asked related to the risks and the be asked related to the risks and the questions listed not only asked from the questions listed not only asked from the customer but also included every aspect of customer but also included every aspect of the stakeholders. Which help the business the stakeholders. Which help the business manage and inform how to handle when the manage and inform how to handle when the crisis occur.crisis occur.

Checklists and LogsChecklists and Logs


Decide which log and form will be included For checklist, list all steps that we need to go through in

order to deal with the crisis - - Classify steps which is based on step by step procedur

e in session 8 and design table form For stakeholder matrix, we first decided the 2 variable

we will use to determine stakeholder, then design the matrix later

Design table that can be applied to start-up checklist, Stakeholder matrix, information distribution, information collection, contact list, event log

Put information to each table

Checklists and LogsChecklists and Logs

Start-up checklistStart-up checklist Stakeholder matrixStakeholder matrix Information distributionInformation distribution Information collectionInformation collection Contact listContact list Event logEvent log

Start-up ChecklistStart-up Checklist

Stakeholder MatrixStakeholder Matrix

Information Information distributiondistribution

Event logEvent log


These log and form are the final version which are These log and form are the final version which are overseen and edited many times overseen and edited many times

We check the information with the session we lear We check the information with the session we lear n and mostly compare with existing log and form n and mostly compare with existing log and form

we can find on the internet we can find on the internet All the members in Wonder Girls team have appro All the members in Wonder Girls team have appro

ve these log and form ve these log and form

THANK YOUTHANK YOU

O Yes Oxygen Bar Crisis Management

Education

professional

oxygen bars

crisis communication

cct manager

term impact

top priority

oxygen bar

cct members