Crisis Management Plan Dell International Services - Hyderabad Blue Book Version 1. 0
Site Response Team CMT SRT Rajeev Kapoor (Site Director) Jagmohan Marwah (Care UKI/Canada) Arvind Shukla (AM CTS) Manish Gupta (EMEA Sales DHS) Ashwin Kumar (AM EMEA /Canada CC) Kiran Kalluri (CTS/SE) Representatives Tapan Sabarwal (AM CTS) Nicolai Moresco (EMEA Sales SMB) Ashok Prithviraj (GFS) Behzaad Habibi (EMEA Sales DHS) Amit Ranade (ABOCC) Ramesh Devrakonda (EMEA Sales DHS ) Mani Shyam (Canada Sales) Puneet Oswal (EMEA Sales DHS ) Mohit Verma (Training) Deepika Reddy (HR) Harkirat Bedi (Global Online Order Ops) Nitin Sehgal (AM GFS) Narayan Devireddy (IT - GDC) EMERGENCY Rajesh T (ABO CC) Aejy Alias (Training) Murli Ganpathi (AM EMEA EBox) Shyam KT (IT) VB Krishna (AM GFS) Amit MK (GFS) Anand Ramanarayan (Finance) Kiran Kumar Chaparala (Security) Arindam Saha (Finance) Raj Shekar (IT GDC) Roopesh Verma (Security) CMT: Crisis Management Team SRT: Site Response Team Ajay Arora (Corp Communications) Shakila Rahim (Corp Communications) Priyadarshan Pagdi (Facilities/ Transport) A Srinivasu (Facilities/ Transport) Mohit Gaur (CCO Manager) Subhodh Subramanian (Capacity Planner) T Ganesh (EHS) P, Udayshankar (Sales CCO) Pramod Reddy (Transport) Hanumantha Rao SVS (Facilities) Thota Phanimadhav (CCO Lead) Malay Sarkar (CCO Lead) A Srinivasu (EHS) Ravichandra Naineni (Cons sales CCO Manager) Dell Confidential Chitra Rajan(EMEA Sales SMB ) Sheel Majumdar (HR) Sundeep Kunchala(IT GDC) Bhupesh Bhatt (IT) Rajesh Hedge (EMEA Sales SMB ) Arvind Degala( Sales CCO) DIS Hyderabad
Key Contact Details Dell Confidential DIS Hyderabad
Key Contact Details Dell Confidential DIS Hyderabad
Riots / War / Political Uprising / Bandh Probability Low Impact High Key Contacts Impacted Items / Businesses RCCO Help Desk Employee Transport System, All BU’s +91 -984 -955 -0001 BCRP Strategy WCCO Help Desk • To thoroughly validate affected areas and plan alternate routes for employees to reach back home +91 -984 -955 -0003 • To redirect customers to alternate sites for un-interrupted customer service. GCCO Help Desk +91 -998 -009 -2172 Contingency Actions Priyadarshan Pagdi – Facilities • Transport Head & SRT to assess the scale of impact, the level of emergency and condition of vehicles movement Manager 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 +91 -994 -955 -0015 Rajeev Kapoor – Site Lead +91 -986 -619 -0783 Kiran Kumar Chaparala – Security Manager +91 -995 -924 -9666 arrangements to be made by Facilities team. Pramod Reddy – Transport • Communications to be sent out to staff members periodically on the present conditions via Periodic Manager announcements on Public address system and Mail at @ ALL “DIS”. +91 -984 -978 -7779 • 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 Dell Confidential DIS Hyderabad
Riots / War / Political Uprising / Bandh Activity Trigger about the possible Riots/War/Political Uprising/Bandh Owner 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 Manager, Capacity Planner, Facilities Manager Security Communication on Invoking BCRP - Media: Mail, Phone ; Audience - CCO Director, CCO Manager, Capacity Planner, Facilities Manager Inform relevant stake holders about the Bandh - Media: Bridge, Mail - Audience - BUs, GCCO & Back Up Sites Arrange for Bedding, Food, Power Backups Provide information about Lady Employees and Employees staying within 5 KM range from the facility. Provide regular updates - Media: Mail; Audience - Site Director, CCO Director, Manager, Capacity Planner. Site Director's Office RCCO Facilities/Transport 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 Manager, Capacity Planner Restore Normal Operation Communicate to all employees - Media: SMS Dell Confidential Facilities/Security/Site Director's Office RCCO/GCCO/Facilities/Transport DIS Hyderabad
Queues@ Hyderabad Dell Confidential DIS Hyderabad
Queues@ Hyderabad Dell Confidential DIS Hyderabad
GCCO Contacts DIS Hyderabad
BCRP Bridge Details • US Dial-in: 1 -517 -466 -2153 • US Toll Free Number: 1 -866 -692 -4541 • India Toll Free Number: 000 -852 -1263 Pass code: 1228667 DIS Hyderabad
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