--- title: [OR] [GI] [E3] [CBS] [2] [ITo] Establish Impact Tolerances description: [OR] [GI] [E3] [CBS] [2] [ITo] Establish Impact Tolerances image: https://blog.bcm-institute.org/hubfs/Grab%20Indonesia%20Graphic%20and%20Morepost/Grab%20Indonesia%20E4%20Morepost/Grab%20Indonesia%20CBS%202%20Morepost/%5BOR%5D%20%5BGI%5D%20%5BE4%5D%20%5BCBS%5D%20%5B2%5D%20%5BITo%5D%20Establish%20Impact%20Tolerances.png --- . 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For Grab Indonesia’s CBS-2, which encompasses the delivery, logistics, and parcel services under GrabExpress, establishing clear impact tolerances ensures that the organization can maintain service continuity during operational incidents, mitigate customer dissatisfaction, and comply with regulatory expectations. By setting Maximum Tolerable Downtime (MTD) and Maximum Tolerable Data Loss (MTDL) for each sub-process (Sub-CBS), Grab Indonesia can prioritize resources, enhance recovery strategies, and support informed decision-making in crisis scenarios. This chapter presents the impact tolerance assessment for each detailed process within CBS-2, aligning operational resilience requirements with practical service delivery considerations. ### [![New call-to-action](https://no-cache.hubspot.com/cta/default/3893111/0430108a-ef49-43aa-ac7d-ee6bb474eba8.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/0430108a-ef49-43aa-ac7d-ee6bb474eba8) [Moh Heng Goh](https://blog.bcm-institute.org/ebook-or/author/moh-heng-goh) Oct 21, 2025 ###### Operational Resilience Certified Planner-Specialist-Expert ###### [![New call-to-action](https://no-cache.hubspot.com/cta/default/3893111/9bf1e4bc-5466-42d4-b090-5268891c1f17.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/9bf1e4bc-5466-42d4-b090-5268891c1f17) ### [![New call-to-action](https://no-cache.hubspot.com/cta/default/3893111/0430108a-ef49-43aa-ac7d-ee6bb474eba8.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/0430108a-ef49-43aa-ac7d-ee6bb474eba8) ### CBS-2 Delivery / Logistics / Parcel Services (GrabExpress, last-mile delivery) #### Introduction [![\[OR\] \[GI\] \[E3\] \[CBS\] \[2\] \[ITo\] Establish Impact Tolerances](https://no-cache.hubspot.com/cta/default/3893111/d52d2726-2b97-498f-abcc-fddcdbd2436a.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/d52d2726-2b97-498f-abcc-fddcdbd2436a)Impact tolerance is a critical component of operational resilience, defining the acceptable thresholds of disruption for critical business services. For Grab Indonesia’s CBS-2, which encompasses the delivery, logistics, and parcel services under GrabExpress, establishing clear impact tolerances ensures that the organisation can maintain service continuity during operational incidents, mitigate customer dissatisfaction, and comply with regulatory expectations. By setting Maximum Tolerable Downtime (MTD) and Maximum Tolerable Data Loss (MTDL) for each sub-process (Sub-CBS), Grab Indonesia can prioritise resources, enhance recovery strategies, and support informed decision-making in crisis scenarios. This chapter presents the impact tolerance assessment for each detailed process within CBS-2, aligning operational resilience requirements with practical service delivery considerations. #### Table: Impact Tolerance Summary for CBS-2 Delivery / Logistics / Parcel Services (GrabExpress)   | Sub-CBS Code | Sub-CBS | Maximum Tolerable Downtime (MTD) | Maximum Tolerable Data Loss (MTDL) | Customer Impact | Regulatory Impact | Impact Type | Current Resilience Status | Action Required | | --- | --- | --- | --- | --- | --- | --- | --- | --- | | CBS-2.1 | Order / Booking & Quotation | 2 hours | 0 hours | High delays in booking reduce customer trust | Medium – financial services compliance | Operational / Financial | Moderate – system backups exist | Implement real-time failover and automated reconciliation | | CBS-2.2 | Pickup & Collection | 4 hours | 0 hours | High – delayed pickups affect the delivery schedule | Low | Operational | Moderate – manual backup available | Enhance partner coordination and real-time status monitoring | | CBS-2.3 | Routing & Transit (Last-Mile / Inter/First Mile) | 6 hours | 1 hour | High delays propagate to delivery | Medium – transport regulations | Operational / Legal | Moderate | Implement routing redundancy and GPS tracking analytics | | CBS-2.4 | Delivery / Drop-Off | 4 hours | 1 hour | High – missed deliveries impact customer satisfaction | Low | Operational | Moderate | Strengthen fleet coordination and alternate delivery routing | | CBS-2.5 | Returns / Reverse Logistics | 8 hours | 2 hours | Medium – delayed returns affect customer trust | Low | Operational | Low | Optimise returns workflow and integrate automated tracking | | CBS-2.6 | Customer Support / Exceptions Handling | 2 hours | 0 hours | High unresolved issues reduce customer satisfaction | Medium – data protection compliance | Operational / Regulatory | Moderate | Enhance CRM availability and escalation procedures | | CBS-2.7 | Fleet / Partner Management | 6 hours | 1 hour | High service capacity affected | Medium – contractual obligations | Operational | Moderate | Implement partner monitoring dashboards and contingency resources | | CBS-2.8 | Pricing, Billing & Payments | 2 hours | 0 hours | High – incorrect charges impact customer trust | High – financial reporting compliance | Financial / Regulatory | Moderate | Deploy redundant payment systems and automated reconciliation | | CBS-2.9 | Tracking, Visibility & Information Systems | 2 hours | 0 hours | High – lack of tracking reduces transparency | Medium – regulatory reporting | Operational / Regulatory | Moderate | Upgrade monitoring systems and failover infrastructure | | CBS-2.10 | Regulatory, Safety, and Compliance | 12 hours | 0 hours | Medium – delayed compliance reporting | High – legal penalties | Regulatory | Moderate | Conduct regular audits and automated compliance alerts | | CBS-2.11 | Continuous Improvement & Innovation | 24 hours | 4 hours | Low innovation delay has a minimal immediate impact | Low | Strategic / Operational | Low | Establish a resilient project management framework and knowledge retention | ### Summing Up … Setting appropriate impact tolerances for CBS-2 Delivery / Logistics / Parcel Services allows Grab Indonesia to clearly define operational limits, prioritise critical recovery efforts, and reduce exposure to customer dissatisfaction or regulatory penalties. Each Sub-CBS has been evaluated for potential downtime, data loss, and resulting impacts, ensuring that both operational and strategic resilience objectives are addressed. By implementing the recommended actions and continuously monitoring resilience metrics, Grab Indonesia can strengthen the robustness of GrabExpress, maintain consistent delivery performance, and enhance customer trust, even during severe operational disruptions. This framework also positions the organisation to adapt to evolving business, regulatory, and technological environments while maintaining service excellence.   | Operational Resilience in Action: A Case Study of Grab Indonesia | | | | | | | | --- | --- | --- | --- | --- | --- | --- | | **eBook 3: Starting Your Operational Resilience Implementation** | | | | | | | | **CBS-2 Delivery / Logistics / Parcel Services (GrabExpress, last-mile delivery)** | | | | | | | | **CBS-2 ** | **CBS-2 DP** | **CBS-2 MD** | **CBS-2 MPR** | **CBS-2 ITo** | **CBS-2 SuPS** | **CBS-2 ST** | | [![\[OR\] \[GI\] \[E3\] \[CBS\] \[2\] OR Plan](https://no-cache.hubspot.com/cta/default/3893111/359bf65d-c3de-4f85-8528-4955642c783a.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/359bf65d-c3de-4f85-8528-4955642c783a) | [![\[OR\] \[GI\] \[E3\] \[CBS\] \[2\] \[DP\] Delivery / Logistics / Parcel Services](https://no-cache.hubspot.com/cta/default/3893111/eb9f6883-b222-4ea8-9b61-a5ed84251aa1.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/eb9f6883-b222-4ea8-9b61-a5ed84251aa1) | [![\[OR\] \[GI\] \[E3\] \[CBS\] \[2\] \[MD\] Map Dependency](https://no-cache.hubspot.com/cta/default/3893111/50085ec9-4e85-4d5d-825b-08c2163b8edf.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/50085ec9-4e85-4d5d-825b-08c2163b8edf) | [![\[OR\] \[GI\] \[E3\] \[CBS\] \[2\] \[MPR\] Map Processes and Resources](https://no-cache.hubspot.com/cta/default/3893111/f02c3e50-0ffb-4596-8148-24ace522d1f1.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/f02c3e50-0ffb-4596-8148-24ace522d1f1) | [![\[OR\] \[GI\] \[E3\] \[CBS\] \[2\] \[ITo\] Establish Impact Tolerances](https://no-cache.hubspot.com/cta/default/3893111/d52d2726-2b97-498f-abcc-fddcdbd2436a.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/d52d2726-2b97-498f-abcc-fddcdbd2436a) | [![\[OR\] \[GI\] \[E3\] \[CBS\] \[2\] \[SuPS\] Identify Severe but Plausible Scenarios](https://no-cache.hubspot.com/cta/default/3893111/bca04710-49a2-47c7-99d2-016c0528c726.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/bca04710-49a2-47c7-99d2-016c0528c726) | [![\[OR\] \[GI\] \[E3\] \[CBS\] \[2\] \[ST\] Perform Scenario Testing](https://no-cache.hubspot.com/cta/default/3893111/c207f8e7-8ba3-430f-af4a-d987e5fc1b5f.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/c207f8e7-8ba3-430f-af4a-d987e5fc1b5f) |   [![New call-to-action](https://no-cache.hubspot.com/cta/default/3893111/084e620a-46c5-419a-82ed-6a681d15c0b6.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/084e620a-46c5-419a-82ed-6a681d15c0b6)[![New call-to-action](https://no-cache.hubspot.com/cta/default/3893111/13a448f1-f09c-42da-a57e-0988e41658c5.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/13a448f1-f09c-42da-a57e-0988e41658c5)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. #### More Information About OR-5000 \[OR-5\] or OR-300 \[OR-3\] To learn more about the course and schedule, click the buttons below for the OR-300 Operational Resilience Implementer course and the OR-5000 Operational Resilience Expert Implementer course. | [![BL-OR-3 Register Now](https://no-cache.hubspot.com/cta/default/3893111/3530eccb-515d-401e-afc2-3469e26d7fbf.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/3530eccb-515d-401e-afc2-3469e26d7fbf) | [![BL-OR-3_Tell Me More](https://no-cache.hubspot.com/cta/default/3893111/fdd4fa9c-ed69-40c1-925f-4eb6a1c5c255.png)](https://cta-redirect.hubspot.com/cta/redirect/3893111/fdd4fa9c-ed69-40c1-925f-4eb6a1c5c255) | [![BL-OR-3_View 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Copyright 2026 ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Moh Heng Goh", "url" : "https://blog.bcm-institute.org/ebook-or/author/moh-heng-goh" }, "dateModified" : "2025-11-10T07:54:51.369Z", "datePublished" : "2025-10-21T07:36:04.000Z", "headline" : "[OR] [GI] [E3] [CBS] [2] [ITo] Establish Impact Tolerances", "mainEntityOfPage" : { "@id" : "https://blog.bcm-institute.org/ebook-or/or-gi-e3-cbs-2-ito-establish-impact-tolerances", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.bcm-institute.org/hubfs/BCMI%20Logo.png" }, "name" : "BCMI Pte Ltd" } } ```