[OR] [AIAB] [E3] [C1] Starting Your OR Implementation

eBook 3: Chapter 1

Setting the Context: From Planning to Execution

Following the foundational insights from the first two eBooks, “Understanding Your Organisation” and “Implementing OR Planning Methodology,” this third instalment, “Starting Your OR Implementation,” marks the critical transition from planning to execution.

This eBook is designed as a practical implementation guide to enable AIA Bhd to operationalise its resilience strategy through structured, measurable, and regulator-aligned activities.

It shifts the focus from conceptual frameworks and governance design into tangible deliverables, produced by business units and aligned with enterprise-wide resilience objectives.

Purpose of This eBook [3]

The primary purpose of this eBook is to kick-start and guide the submission of operational resilience implementation content across the organisation.

It provides a structured approach for business units to document, analyse, and validate their respective contributions to the Operational Resilience (OR) programme.

Specifically, this eBook aims to:

• Translate strategy and planning outputs into actionable implementation artefacts
• Provide a standardised framework for business units to submit their resilience data
• Ensure alignment with regulatory expectations, including principles reflected in frameworks such as the Bank Negara Malaysia’s 2025 Discussion Paper on Operational Resilience
• Enable OR professionals to implement, update, and sustain a robust operational resilience programme

This eBook represents the final and most execution-focused phase of the Operational Resilience journey. It builds upon:

• eBook 1: Understanding Your Organisation
  Establishes organisational context, operating environment, and identification of critical business services
• eBook 2: Implementing OR Planning Methodology
  Defines the governance, strategy, risk appetite, and roadmap required to support resilience
• eBook 3: Starting Your OR Implementation (This eBook)
  Translates all prior outputs into business unit-level implementation and submission deliverables

Together, these three eBooks form a complete implementation blueprint, guiding organisations from awareness to execution and continuous improvement.

Focus on Phase 2 [P2]: Operational Resilience in Action

Phase 2 of the Operational Resilience Planning Methodology is the point at which resilience concepts are embedded in day-to-day operations.

This eBook addresses the five key requirements of Phase 2 as requested by regulators globally,  namely:

• Outline Detailed Processes (Phase 2 – Stage 1) [DP]
  

  • Translating high-level business services into detailed, end-to-end operational processes that enable service delivery.

• Map Interconnections and Interdependencies (Phase 2 – Stage 2) [MII]
  
  • Identifying internal and external dependencies, including people, technology, data, facilities, third parties, and suppliers.
    
  • Establishing clear linkages between processes and the resources required to support them under normal and disrupted conditions.
    
    
• Establish Impact Tolerances (Phase 2 – Stage 3) [iTo]
  

  • Defining the maximum tolerable level of disruption for each critical business service, aligned with client harm, market integrity, financial stability, and regulatory expectations.

  
  
• Identify Severe but Plausible Scenarios (Phase 2 – Stage 4) [SbPS]
  
  • Developing stress scenarios that meaningfully challenge the organisation’s ability to remain within its defined impact tolerances.

• Perform Scenario Testing (Phase 2 – Stage 4) [ST]
  
  • Testing the organisation’s capability to withstand disruption and identifying vulnerabilities, control gaps, and areas for resilience enhancement.

Each of these requirements is explored in the context of the organisation’s operating model and service landscape.

The implementation submissions focus on ten identified Critical Business Services (CBS) for AIA Bhd.

• CBS-1 Insurance Policy Application and Issuance

• CBS-2 Policy Administration and Servicing

• CBS-3 Premium Collection and Payment Processing

• CBS-4 Claims Submission and Registration

• CBS-5 Claims Assessment and Benefit Payment

• CBS-6 Medical Guarantee and Hospital Admission Support

• CBS-7 Customer Digital Insurance Services

• CBS-8 Customer Assistance and Service Support

• CBS-9 Group and Employee Benefits Administration

• CBS-10 Policyholder and Beneficiary Payment Services

• CBS-11 Customer Identity and Policy Information Access

• CBS-12 Regulatory and Statutory Insurance Reporting

Each CBS is analysed through the lens of process mapping, dependency identification, and scenario testing, ensuring a comprehensive understanding of vulnerabilities and resilience capabilities.

Each CBS is examined through the lens of process resilience, resource dependencies, tolerance thresholds, and scenario-driven vulnerabilities, enabling readers to understand not only what needs to be done, but how to do it in a structured, regulator-ready manner.

This eBook is designed for practitioners—risk managers, BCM professionals, operations leaders, compliance teams, and senior management—who are responsible for building, enhancing, or validating operational resilience capabilities.

It serves as both a hands-on implementation guide and a reference artefact, supporting consistency, traceability, and continuous improvement across the OR lifecycle.

This is a complimentary service offered by BCM Institute to organisations intending to implement an Operational Resilience project or enhance an existing Operational Resilience programme.

It is specifically designed to support organisations adopting the BCM Institute’s training-led implementation approach, where learning is directly integrated with real organisational deliverables.

For participants attending BCM Institute’s certification or competency-based training courses, this eBook serves as:

• A practical reference for applying training concepts to live organisational exercises,
• A structured guide for developing implementation artefacts, and
• A bridge between professional development and real-world resilience outcomes.

“Starting Your OR Implementation” represents the point where resilience becomes real—where strategies are tested, dependencies are exposed,  and capabilities are validated.

For AIA Bhd, this eBook is not just a guide—it is a working document that captures the organisation’s readiness to withstand disruption, protect its customers, and sustain critical services in an increasingly uncertain environment.

It is here that operational resilience moves beyond planning—and becomes a demonstrable, measurable, and continuously improving capability.

Blogs marked [x] are under construction

	CBS-1  (x)	CBS-2 [x]	CBS-3 [x]	CBS-4 [x]	CBS-5 [x]	List of CBS [x]
	CBF-6 [x]	CBS-7 [x]	CBS-8 [x]	eBook 1	eBook 2	eBook 3
Consolidated Report (CR)
CR [x]	DP [x]	MD [x]	MPR [x]	ITo [x]	SuPS [x]	ST [x]

 

For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.

 

More Information About OR-5000 [OR-5] or OR-300 [OR-3]

Gain Competency: For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.

To learn more about the course and schedule, click the buttons below for the [OR-3] OR-300 Operational Resilience Implementer course and the [OR-5] OR-5000 Operational Resilience Expert Implementer course.

	If you have any questions, click to contact us.