[OR] [GI] [E3] [C1] Starting Your Operational Resilience Implementation

Chapter 1

Introduction to Starting Your OR Implementation

Introduction

As organisations across the globe face increasing challenges from disruptions—be it technological, natural, or man-made—the need for robust Operational Resilience (OR) strategies has never been more critical.

For Grab Indonesia, a key player in the Southeast Asian digital economy, implementing operational resilience is not just about mitigating risks but about ensuring the continuity and growth of vital services in the face of any disruption.

This eBook, Operational Resilience in Action: A Case Study of Grab Indonesia, serves as a practical guide for understanding the methodology and processes involved in launching and implementing OR within Grab Indonesia.

This third instalment, Starting Your OR Implementation, is designed to kick-start Grab Indonesia's operational resilience implementation project by focusing on the key stages of the "Plan" phase of the OR Planning Methodology.

Before diving into the specifics of this chapter, it is crucial to note that two companion eBooks provide foundational insights that will enrich your understanding:

• Understanding Your Organisation: This primer offers a detailed overview of Grab Indonesia's operational structure and critical services.
• Implementing Operational Resilience for Grab Indonesia: This eBook guides you through the steps necessary to tailor operational resilience specifically for Grab Indonesia’s diverse business operations.

The following stages covered in this eBook will be essential in aligning Grab Indonesia’s business units with the organisational resilience framework, enabling them to design a sustainable, risk-aware, and responsive operational model.

The Plan Phase: Overview

The Plan phase of the OR Planning Methodology lays the foundation for building a resilient organisation by identifying, mapping, and preparing for critical risks and impacts.

This phase consists of four essential steps that will help Grab Indonesia strengthen its operational capacity, ensuring that critical services can withstand disruptions and quickly recover when necessary. These steps include:

1. Identifying Critical Business Services: Understanding which services are essential to Grab Indonesia's operations and customer experience, and identifying the dependencies that make these services vulnerable.
2. Mapping of Processes and Resources: Creating a detailed map of the processes and resources required for the delivery of each critical business service, along with their interdependencies and connectivity to other organisational functions.
3. Establishing Impact Tolerance: Assessing the acceptable levels of disruption for each critical business service and establishing clear impact tolerances. This includes identifying severe but plausible scenarios that could have a catastrophic effect on operations.
4. Performing Scenario Testing: Running simulation exercises to test the resilience of the critical business services, focusing on response strategies and operational continuity.

Focus on Critical Business Services (CBS)

For Grab Indonesia, implementing OR requires an in-depth understanding of the critical business services (CBS) that drive its operations.

The business units have been tasked with providing detailed submissions on their specific CBS, allowing for an aligned and comprehensive approach to operational resilience planning.

The critical business services include:

• CBS-1 Ride-hailing & Mobility Booking: Core transportation services, including vehicle, motorbike, and taxi bookings.
• CBS-2 Delivery / Logistics / Parcel Services: Encompassing GrabExpress and last-mile delivery solutions.
• CBS-3 Food & Grocery Marketplace: Covering GrabFood, GrabMart, and associated services.
• CBS-4 Digital Payments & Wallet: Integration of OVO and GrabPay for seamless payments across platforms.
• CBS-5 Merchant & Partner Portal/Support Services: Ensuring continuity of services for Grab’s merchants and partners.
• CBS-6 Demand Forecasting, Matching & Dynamic Pricing Engines: Vital for optimising supply-demand balance.
• CBS-7 User Authentication, Identity, & Account Management: Essential services for user engagement and security.
• CBS-8 Notifications / Messaging / Communications: The backbone for customer engagement and real-time notifications.
• CBS-9 Mapping / Geospatial / Routing Services: Critical for efficient transportation and delivery operations.
• CBS-10 Regulatory / Compliance & Reporting Services: Ensuring that Grab meets local regulatory and compliance requirements.
• CBS-11 Customer Support / Incident Handling: Providing support and handling incidents to maintain a high level of service reliability.

Each of these CBS plays a pivotal role in ensuring that Grab Indonesia remains operational under a wide array of potential disruptions.

In this eBook, we will explore each business unit's submission and the methodologies used to strengthen their resilience.

The Value of Training-led Implementation

The operational resilience planning for Grab Indonesia follows a training-led implementation approach provided by the BCM Institute.

This method ensures that all key stakeholders not only understand the theoretical aspects of OR but are also equipped with the practical tools and strategies to apply these concepts effectively within their business units.

The training sessions, including competency-based courses, will guide participants through the various stages of the OR methodology, from risk identification to scenario testing.

By aligning each business unit’s strategy with these established practices, Grab Indonesia will be well-positioned to anticipate, respond to, and recover from disruptions—whether expected or unforeseen.

Summing Up …

The Starting Your OR Implementation chapter serves as the beginning of an exciting journey for Grab Indonesia.

By leveraging the structured approach outlined in this eBook and supported by comprehensive pre-reading and training, Grab Indonesia will be able to embed operational resilience into its core business operations, ensuring a secure, efficient, and responsive environment for its services.

The following chapters will provide the necessary tools and insights to drive this transformation, one business service at a time.

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.