[OR] [MBS] [E2] [P3] [S5] [C19] Conducting Independent Quality Reviews

Conducting Independent Quality Reviews: Ensuring Excellence in Operational Resilience at Marina Bay Sands 

Disclaimer: This eBook is intended for internal and educational purposes only for BCM Institute. The content is based on publicly available information and is not endorsed or authorised by Marina Bay Sands. While every effort has been made to ensure accuracy, the information provided may not be comprehensive or up-to-date. It is not intended to be a substitute for professional advice.

In Marina Bay Sands (MBS) dynamic and high-stakes environment, maintaining operational resilience requires more than internal evaluations—it demands unbiased scrutiny. 

The "Conduct Independent Quality Review" stage of the "Sustain" phase in MBS's Operational Resilience Planning Methodology ensures that resilience practices are thoroughly assessed against the highest standards by external experts or impartial internal teams.

This stage provides an objective view of resilience performance, identifies gaps that may go unnoticed internally, and ensures compliance with regulatory requirements and best practices.

Objective of Independent Quality Reviews

The primary goal is to validate the operational resilience framework's effectiveness and robustness.

Independent reviews offer assurance that MBS is adequately prepared to manage disruptions and continuously improve its resilience capabilities.

Key Activities

1. Define Review Scope and Criteria

• Clearly outline the objectives, scope, and metrics for the quality review.
• Align review criteria with international standards (e.g., ISO 22316), regulatory requirements, and organisational priorities.

Example: Evaluating the efficacy of the crisis management plan against ISO guidelines and industry benchmarks.

2. Select Independent Reviewers

• Engage qualified external consultants, auditors, or internal teams not directly involved in resilience planning.
• Ensure reviewers have expertise in operational resilience and familiarity with the hospitality industry.

Example: Partnering with a global resilience consultancy to assess the end-to-end incident response framework.

3. Conduct Comprehensive Assessments

• Perform detailed processes, policies, and systems evaluations across all critical business areas.
• Utilise various methods, including interviews, document reviews, and live testing.

Example: Testing the effectiveness of the IT disaster recovery process through an unannounced simulated cyberattack.

4. Identify Gaps and Improvement Areas

• Highlight discrepancies between current practices and established standards or goals.
• Provide actionable recommendations to address weaknesses and enhance resilience capabilities.

Example: Identifying a gap in vendor dependency mapping and recommending enhanced tracking systems.

5. Develop and Present Review Reports

• Compile findings into a detailed report outlining strengths, weaknesses, and opportunities for improvement.
• Present the report to leadership with prioritised action items and timelines for implementation.

Example: Delivering a report showing post-incident communication strategies need enhancement while incident response time meets targets.

6. Monitor Follow-Up Actions

• Establish a process to track the implementation of recommendations from the review.
• Schedule follow-up reviews to evaluate progress and measure the impact of changes.

Example: Revisiting vendor risk management practices six months after implementing new guidelines.

Conduct Independent Quality Review for Operational Resilience

Outcomes of Independent Quality Reviews

1. Objective Validation: Ensures resilience practices meet industry standards and organisational goals.
2. Enhanced Credibility: Demonstrates MBS's commitment to excellence and transparency to stakeholders and regulators.
3. Actionable Insights: Provides clear recommendations to address weaknesses and enhance resilience capabilities.
4. Continuous Improvement: Establishes a feedback loop to refine and strengthen resilience strategies over time.

Challenges and Considerations

• Cost and Time: Independent reviews can be resource-intensive, requiring careful planning and prioritisation.
• Choosing the Right Partner: Selecting reviewers with expertise and impartiality is crucial for meaningful assessments.
• Resistance to Change: Implementing recommendations may face internal pushback, requiring strong leadership support.

Summing Up ...

Independent quality reviews are essential to sustaining operational resilience at Marina Bay Sands. 

By leveraging external perspectives and rigorous evaluations, MBS can ensure its resilience framework is compliant and best-in-class.

This commitment to continuous improvement positions MBS to navigate challenges effectively while safeguarding its reputation as a world-class destination.

"Sustain" Phase of its Operational Resilience Planning Methodology for MBS

OR Planning Methodology Phases		Plan	Implement	Sustain

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

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

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