SOP AMU-068 · Part 4
Crisis Management
Crisis team composition and the nine-step crisis process.
Not every crisis is a product recall. Examples:
- Major negative news
- Viral customer complaint
- Cyberattack
- Employee misconduct
- Regulatory action
- Delivery-system collapse
- Factory disruption
- Major data issue
- False information about AMU
Crisis Team
- Crisis Leader — Managing Director
- Quality / Compliance
- Operations
- Marketing / PR
- Customer Service
- Legal Advisor where necessary
- IT / Finance depending on incident
Crisis Process
- 1Verify facts.
- 2Stop ongoing harm.
- 3Determine severity.
- 4Assign crisis team.
- 5Create one approved message.
- 6Communicate to appropriate stakeholders.
- 7Monitor developments.
- 8Implement corrective action.
- 9Close and document lessons learned.