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Rob van den Eijnden, MBCI, CISA, CRISC, Lead Auditor ISO 22301, is the global business continuity and resilience leader for Royal Philips (NYSE: PHG, AEX: PHIA, hereafter Philips) functionally reporting to the group chief of operations (COO). Philips is a leading health technology company focused on improving people’s health and enabling better outcomes across the health continuum from healthy living and prevention, to diagnosis, treatment and home care. As the global head of the Center of Excellence for Business Continuity & Resilience, van den Eijnden is responsible for running the BCM program, implementing the business continuity process across the organization,…
August 12, 2020 – DRJ Academy Introduction

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August 19, 2020 – Preparing to Reopen: Protecting Employees, Customers, and Visitors

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August 26, 2020 – Peak Hurricane Season: 9 Tactical Steps to Preparedness

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September 2, 2020 – DRaaS Playbook: Achieve IT Resilience through Cloud-Based DR with iland and Zerto

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ABOUT THE AUTHOR

Tracey Forbes Rice is a member of the Disaster Recovery Journal Editorial Advisory Board (EAB) and chairperson of the Career Development Committee. Rice has 20 years of experience in business continuity and risk management. As vice president of customer engagement at Fusion Risk Management, Rice brings customers together, partnering with them to develop innovative solutions and to achieve new levels of program success.

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After faith and family, what is more important than your career? Are you regularly investing in your career? Many people...
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Build Consistency to Ensure Quality

Service consistency and quality is an expectation of all stakeholders at all times. The people depending on you want peace of mind and no unpleasant surprises. Providing consistent services implies achieving sameness, uniformity, and fairness in the delivery or execution of all service attributes, regardless of time, place, occasion, and provider. The lack of consistent service by the business continuity management (BCM) team is one of the main reasons management and stakeholders get a sour taste in their mouth about business continuity. BCM practitioners must strive to provide a service environment that makes its stakeholders happy and supportive of the need for business continuity.

Develop a Catalog of Services

The first step in providing consistent, quality service is for your office to decide which services it provides and which it doesn’t. Have you identified and cataloged the services your team offers? The following services are among those commonly provided by enterprise BCM offices:

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The Irony of a BC Planner in the Spotlight
By and large, crises are a wet blanket to shenanigans. Obviously! But that doesn’t mean fun isn’t important. A positive...
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Build Your Team Intelligently and Thoughtfully
Are you able to describe the specific skills and skill levels of each member of your BCM team from a...
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