[BCM] [PKL] [E3] [BIA] MBCO Corporate MBCO

Introduction

The Corporate Minimum Business Continuity Objective (MBCO) is a key element in an organisation's business continuity planning, ensuring that critical functions and services are maintained to achieve business objectives even during disruptive events.

The MBCO outlines the minimum level of service or product that an organisation must continue to deliver to ensure its survival and protect its stakeholders.

For Pavilion Kuala Lumpur, the Corporate MBCO focuses on maintaining business operations that are integral to its position as a leading shopping destination in the region, safeguarding its reputation, financial stability, and operational capacity during any crisis.

This chapter will detail the MBCO for Pavilion Kuala Lumpur, as well as the Business Unit MBCO for each of its critical business functions.

These functions form the backbone of the mall’s operations, spanning security, customer experience, and crisis communication.

Each Business Unit MBCO will be developed in accordance with ISO 22301 requirements, ensuring measurable, achievable targets are established to ensure business continuity across the organisation.

Corporate Minimum Business Continuity Objective (Corporate MBCO) for Pavilion Kuala Lumpur

The Corporate MBCO represents the minimum acceptable level of service that must be maintained across all business functions during a disruption, ensuring that Pavilion Kuala Lumpur can continue to achieve its core objectives.

The overarching Corporate MBCO for Pavilion Kuala Lumpur will focus on:

• Maintaining essential services for customers, tenants, and stakeholders.
• Protecting assets and critical infrastructure.
• Minimising financial losses during disruptions.
• Ensuring the safety and security of all individuals within the premises.
• Facilitating rapid recovery and resumption of full operations post-disruption.

Business Unit (BU) Minimum Business Continuity Objectives (MBCO)

Each business unit within Pavilion Kuala Lumpur has unique functions and critical services that must be preserved to meet the corporate MBCO. Below are the Business Unit MBCOs for the key Critical Business Functions (CBF):

CBF-1: Mall Operations Management

• • MBCO: Ensure that essential mall operations — such as facility management, mall security, and customer services — are maintained at a minimum level to maintain operational continuity, even with reduced capacity or limited resources.
  • Target: 80% operational capacity within 48 hours of disruption.
  
  

CBF-2: Tenant and Leasing Management

• • MBCO: Maintain continuous communication with key tenants, ensuring that lease agreements, rent collections, and tenant services are not interrupted during a crisis.
  • Target: 95% tenant communication and support continuity within 72 hours.
  
  

CBF-3: Security and Emergency Response

• • MBCO: Provide continuous 24/7 security coverage for the mall’s premises, with specific protocols for emergency evacuation, incident response, and risk mitigation.
  • Target: 100% security personnel availability within 4 hours.
  
  

CBF-4: Building Facilities and Technical Services

• • MBCO: Maintain essential technical services, including power supply, HVAC, water supply, and sanitation systems.
  • Target: 90% of critical systems operational within 24 hours of disruption.
  
  

CBF-5: Information Technology and Digital Services

• • MBCO: Ensure minimal disruption to digital services, including the mall’s online presence, payment systems, and internal communication tools.
  • Target: 95% operational uptime within 12 hours, with priority on e-commerce and customer-facing systems.
  
  

CBF-6: Customer Experience and Concierge Services

• • MBCO: Maintain critical customer support channels (e.g., call centres, concierge services) to ensure that customer queries, issues, and requests are addressed promptly during a crisis.
  • Target: 80% customer service capacity maintained during the first 24 hours.
  
  

CBF-7: Crisis Communication and Media Relations

• • MBCO: Ensure that crisis communication processes are in place to provide timely updates to media, tenants, and customers during a disruption.
  • Target: First public communication issued within 1 hour of a crisis event.
  
  

CBF-8: Finance and Revenue Collection

• • MBCO: Maintain financial operations, including revenue collection and vendor payments, with minimal disruption.
  • Target: 90% continuity of finance operations within 24 hours of disruption.
    
  
  

CBF-9: Health, Safety, and Environmental Management

• • MBCO: Ensure that health and safety protocols, including sanitation, emergency medical assistance, and environmental controls, are maintained at all times.
  • Target: 100% adherence to safety regulations, with emergency medical services available within 30 minutes

• MBCO: Maintain critical marketing and events operations, ensuring key promotional activities, retail partnerships, and events continue with minimal disruption.
• Target: 80% marketing activities continuity within 48 hours, with key events rescheduled or adjusted within 72 hours.

Summing Up …

The Corporate and Business Unit Minimum Business Continuity Objectives (MBCO) are integral to ensuring Pavilion Kuala Lumpur's continued success during crises or disruptions.

By defining clear, measurable objectives for each critical business function, Pavilion Kuala Lumpur can mitigate risks and ensure the most essential services and operations are maintained, allowing the organisation to recover quickly and minimise the impact of disruptions on its operations.

Regular reviews and testing of these objectives will help Pavilion Kuala Lumpur refine its continuity strategies and ensure resilience in the face of future challenges.