[OR] [MBS] [E2] [P2] [S1] [C9] Identifying Critical Business Services

Identifying Critical Business Services of MBS: Key Considerations for Operational Resilience

Author's Comment:

This chapter introduces readers to a critical component of operational resilience: identifying Critical Business Services (CBS).

While CBS may initially seem similar to Critical Business Functions (CBF) in Business Continuity Management (BCM), CBS encompasses a broader scope and requires a distinct approach. Understanding CBS and their dependencies is vital for safeguarding the organisation against potential disruptions.

The chapter also highlights a common challenge: many organisations either oversimplify CBS or fragment it into multiple CBFs, as often seen in BCM programs. This misstep can result in an overwhelming number of CBS, complicating the early stages of an Operational Resilience (OR) program.

Readers will gain valuable insights into avoiding these pitfalls and establishing a clear, effective, and manageable framework for operational resilience.

Identifying Critical Business Services

Focusing on disaster affect or disrupting the critical business function of a property developer (2) Identifying critical business services is foundational in implementing an operational resilience program.

For Marina Bay Sands (MBS), a world-renowned integrated resort, these services represent the lifeblood of its operations, directly impacting customer experience, regulatory compliance, and financial stability.

Understanding these critical business services and their dependencies is essential to safeguarding the organisation against potential disruptions.

What Are Critical Business Services?

Critical business services are those that, if disrupted, could significantly impact customers, stakeholders, or the organisation itself.

These services are integral to MBS's role as a premier destination for hospitality, gaming, and events.

Key Characteristics of Critical Business Services

Directly affect the organisation’s core offerings.
Significant interaction with customers or third parties is involved.
Are subject to regulatory scrutiny or requirements.
Have a substantial impact on revenue and reputation.

Identifying Marina Bay Sands' Critical Business Services

Guest Accommodation

Why It’s Critical

As a luxury hotel, guest accommodation is central to MBS's operations. Any disruption, such as system outages affecting room bookings or service delays in housekeeping, could lead to customer dissatisfaction and reputational harm.

Dependencies:

IT systems for reservations and check-ins.
Housekeeping and maintenance staff.
Reliable power and water supplies

Casino Operations

Why It’s Critical

The casino is one of MBS's most significant revenue generators. Downtime due to technical issues or security breaches can result in financial losses and regulatory penalties.

Dependencies:

Surveillance and security systems.
Gaming equipment and software.
Compliance with local and international gaming regulations.

Event and Convention Services

Why It’s Critical

As a top destination for conferences and events, MBS hosts high-profile gatherings that rely on flawless execution. Disruptions in event spaces, catering, or technology support can damage client relationships.

Dependencies:

Event management teams and service providers.
Audio-visual and IT infrastructure.
Food and beverage supply chains.

Food and Beverage Operations

Why It’s Critical

Restaurants, bars, and catering services are integral to the guest experience. Supply chain issues or health code violations could severely impact MBS’s reputation.

Dependencies:

Supply chain partners for food and beverage sourcing.
Kitchen staff and restaurant management.
Maintenance of hygiene and safety standards.

IT and Digital Services

Why It’s Critical

IT services, from online bookings to in-room entertainment and payment systems, underpin nearly all of MBS's operations. A cyberattack or system failure could simultaneously disrupt multiple business services.

Dependencies:

Data centres and backup systems.
Cybersecurity measures and protocols.
IT support and development teams.

Security and Emergency Management

Why It’s Critical

Ensuring the safety of guests, staff, and assets is non-negotiable. Failures in security operations or emergency response mechanisms could have legal, reputational, and operational consequences.

Dependencies:

Trained security personnel and emergency response teams.
Surveillance and access control systems.
Coordination with local authorities.

Retail and Entertainment Services

Why It’s Critical

MBS offers a range of retail outlets and entertainment options, contributing significantly to its appeal. Disruptions could lead to lost revenue and dissatisfied customers.

Dependencies:

Retail management systems.
Entertainment staff and performers.
Facility maintenance for theatres and retail spaces.

Approach to Prioritising Critical Business Services

Assess Customer Impact

Identify services with the highest potential impact on customer satisfaction and loyalty. For MBS, services like accommodation and gaming often rank highest.

Evaluate Financial Significance

Prioritise services that are major revenue drivers, such as casino operations and large-scale events.

Consider Regulatory Requirements

Factor in services subject to stringent regulatory oversight, ensuring compliance during disruptions.

Map Dependencies

Understand the interdependencies between services and their supporting processes and resources. This aids in prioritising services based on the cascading effects of their disruption.

Benefits of Identifying Critical Business Services

Enhanced Focus on Resilience Efforts: Resources can be directed where needed.
Improved Risk Mitigation: Understanding critical services enables the development of tailored risk management strategies.
Regulatory Alignment: Demonstrates compliance with operational resilience guidelines, such as ISO 22316 and local regulations.
Sustained Reputation and Trust: Minimises the impact of disruptions on customer perception and stakeholder confidence.

Summing Up ...

Identifying and understanding Marina Bay Sands' critical business services is a cornerstone of its operational resilience program. By focusing on these key areas, MBS can ensure its operations remain robust and responsive to challenges, maintaining its status as a world-class integrated resort.

From guest accommodation to IT services, each critical service represents a pillar of resilience, safeguarding MBS’s ability to deliver exceptional experiences in an ever-changing risk landscape.

Operational Resilience Framework: A Case Study of Marina Bay Sands
Understanding Your Organisation

OR Planning Methodology Phases		Plan	Implement	Sustain

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