I'll be short and to the point in this post. If you work with a global team, you need to prepare a plan to address continuity of service or of productivity in the event of a disaster in any of your locations. In my own experience, I've been involved in or directly observed implementation of portions of the DR plan because of:
- Ice storms in Pennsylvania.
- Tamil rebel bombings in Sri Lanka.
- Large scale demonstrations in India.
- Flooding in Mumbai India.
- The 2004 tsunami in Asia.
- Virus infection in a lab in Massachusetts.
- Power outage in a lab in Massachusetts.
- Flooding in New Orleans.
- Fires in Southern California.
I can't imagine that service delivery managers in Chengdu are worried about call queue wait times right now. With 12,000 or more dead, and with most infrastructure seriously damaged, it will be a long time before things are back to business-as-usual. But in the face of this tragedy, business will go on. This gets to the actionable best practice:
- Have a DR plan.
- Review it with your staff and your managers at least quarterly.
- Have a plan for "stand-by" sites.
- Have a plan to account for and assist your staff in the event of an emergency or disaster.
- Hope you never have to use the plan.