At Coca-Cola HBC we understand the importance of having a robust crisis management programme.
While we work hard to prevent them, we know that incidents will happen from time to time. However, they do not have to become a crisis. That often depends on how we respond to the incident. The Coca-Cola System has developed the Incident Management and Crisis Resolution (IMCR) programme to support our management of incidents.
The IMCR programme helps us to be consistent in the way we manage incidents, preventing further escalation and resolving them fully to protect the health and safety of our people and the public, our assets and our reputation.
The four key elements of our programme are:
1 - Development of IMCR Plans
To ensure a consistent capability across the Group, local IMCR plans are developed using the approach, style and format provided by the Group Business Resilience function. This strategy is aligned to the The Coca-Cola Company IMCR framework and methodologies.
2 - IMCR Training and Validation
All Business Unit IMCR teams receive training and simulation testing every two years . Refresher training is also provided to the ELT, senior leaders and operation teams as required.
An online IMCR training tool and a computer crisis simulator have been developed to support the programme and aim to enhance overall business awareness of incidents and our response.
3 - IMCR Activation and Reporting
Business Units in collaboration with their TCCC counterparts implement local processes and procedures to ensure that potential IMCR events are identified and escalated in a timely manner to the local IMCR Initial Assessment Team (IAT) for evaluation.
Early warning and identification is critical, and if the IAT forms the view that the event will be managed under the process, the incident is logged on the IMCR Reporting tool and classified accordingly.
Where incidents could affect more than one Business Unit or impact the reputation of our business system and brands, incidents can be escalated to the Group IMCR Team. This team is then responsible for ensuring appropriate resources and expertise are provided to prevent the incident from becoming a crisis and ensuring the Executive Leadership Team and the Board are engaged as appropriate.
4 - Lessons Learned
It is critical that as a system we learn from each incident that we manage. To enable this, we require that a lessons learned session be held for all incident response activations.
Our ultimate aim
Our ultimate aim is the protection of our most valuable assets: our people, our relationships and our reputation.
All Business Unit IMCR teams receive training and simulation testing every two years. Refresher training is also provided to the ELT, senior leaders and operation teams as required.