APPENDIX 9 - VP MARKETING & CUSTOMER EXPERIENCE CHECKLIST
1) Confirm the call out instructions.
Please Select
YES
NO
NOT APPLICABLE
Note
Remarks
Logs (Date & Time)
2) Report to Emergency Operation Centre for a briefing.
Please Select
YES
NO
NOT APPLICABLE
Note
Remarks
Logs (Date & Time)
3) Liaise with CMT leader on any issues withregards to press release, activation of dark site or media.
Please Select
YES
NO
NOT APPLICABLE
Note
Remarks
Logs (Date & Time)
4) A Review first draft media statement provided by Public Relations Manager. Review with legal team before gaining final approval from Emergency Director DO NOT release any media statements without final review and approval of the Emergency Director.
Please Select
YES
NO
NOT APPLICABLE
Note
Remarks
Logs (Date & Time)
5) Consider suspension of activity / removal of alladvertising, sponsorship and promotional materials, as required.
Please Select
YES
NO
NOT APPLICABLE
Note
Remarks
Logs (Date & Time)
6) Assist Crisis Management Team where possible to provide rebooking, extra flights, or schedule changes.
Please Select
YES
NO
NOT APPLICABLE
Note
Remarks
Logs (Date & Time)
7) Assist Crisis Management Team leader wherepossible.
Please Select
YES
NO
NOT APPLICABLE
Note
Remarks
Logs (Date & Time)
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Business Continuity Checklists - VP Marketing & customer Experience
Loss of Building
Primary : VP Marketing & Customer Experience / Secondary : Sales Manager
Rows
No Attempt
In Progress
Completed
Not Completed
Item
Inform all members in the Commercial team that there
is a potential problem and the possibility of activating BCP – Loss of
Building.
Advise all managers in Commercial team that
contingency plan has been activated and to report to alternate location or wait
at home until further notice.
Regional Head of Sales & Marketing to inform ad
agency of the potential problem and the possibility of activating BCP – Loss of
Building.
Advice the ad agency of contingency plan has been
activated and marketing Team will use an alternate address.
Check that the ad agency has a copy of all essential
working files and that confidential info. Is kept in an alternate sites. Arrange for a hot desk at agency and phone/fax no.
Inform Marketing Manager and marketing team of the
activation of BCP and to either report to alternate location or to work from
home until further notice.
All Managers & analysts to inform partners that there is potential problem and the possibility of loss of access to company
offices giving address of alternate site and contact information’s.
Inform partners when access is reinstated.
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Business Continuity Checklists - VP Marketing & Customer Experience
Loss of System
Primary : VP Marketing & Customer Experience/ Secondary : Sales Manager
Rows
No Attempt
In Progress
Completed
Not Completed
Item
Head of Commercial to inform all managers in commercial team of potential problem and the possibility of activating the BCP
– Loss of Systems.
Inform all commercial managers that the contingency
plan has been activated.
Head of Business Development to inform operations,
finance and cabin crew if credit card facilities or (POS) Point-Of-Sales system
is unavailable for any flight.
Inform Operations, finance, Cabin Crew when (POS) is
reinstated.
Head of Sales and Distribution to inform General
Service Agents & Travel Agents (GSA’s / TA’s) if reservation or payment
system is unavailable for more than 1hr.
GSA’s/TA’s will take note of bookings (without
confirmation) until further notice.
Inform GSA’s/TA’s once reservation or payment system
is reinstated.
Call Centre Manager to inform Call Management and
Operations if reservation or payment system is unavailable for more than 1hr.
Update and review with Call Management and operations
once reservation or payment system is reinstated.
Call centre manager to inform airports, call centre,
commercial , operations if reservation or payment system is unavailable for more than 1hr.
Determine point of failure.
Alert relevant service provider. Get status and
periodic updated from provider.
Tell IT to switch to divert calls to another number
that is at the alternate.
Inform airports, call centre, commercial, operations
once reservation or payment system is reinstate.
Network Analyst to inform to cancel flights in
reflections if loss of systems has impeded flight operations.
Inform commercial and operations teams on flight
cancellations teams on flight cancellations and ask operations to do necessary
changes in Geneva.
Inform Commercial and Operations Teams once system is
reinstated.
Marketing Manager to inform ad agency that there is a
potential problem and the BCP is activated.
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