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Starbucks | Creating a Connected Organization
through Critical Communications
Agenda
• Why Starbucks needed a notification system
• Challenges they face when notifying different types of employees
• Working with partners in their retailer, manufacturer and distribution
channels
• Ensuring product quality and safety while in foreign countries
• Ensuring accountability and compliance with regulatory agencies
• Thinking beyond traditional notification and leveraging connected
systems to harness the internet of things (IOT)
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#Starbucks
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Housekeeping
@everbridge @starbucks#everbridge #starbucks
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#starbucks
Use the Q&A function to submit your questions.
4
Claudia DentVP, Product Management and Marketing
Everbridge
Chris HartingerSenior Specialist for Business Continuity and Emergency Management
Starbucks
Chris HartingerSenior Specialist for Business Continuity and Emergency Management
Starbucks
STARBUCKS ENTERPRISE
CRISIS MANAGEMENT
CHRIS HARTINGER
7
Chris Hartinger
Manager, Business Continuity,
Emergency Management
Starbucks Coffee Company
Responsibilities: • Starbucks global emergency management
program • Starbucks global crisis response program
Experience• 15 years leading organizations in:
• Business continuity • Crisis management
• Emergency response• Disaster education• Personal preparedness
Starbucks Confidential – INTERNAL USE ONLY 8GS&S Summit 2014: Thinking Globally & Moving Forward… Together
THE BRAND STARBUCKS
Starbucks Confidential – INTERNAL USE ONLY 9GS&S Summit 2014: Thinking Globally & Moving Forward… Together
MULTIPLE MANUFACTURING FACILITIES
Starbucks Confidential – INTERNAL USE ONLY 10GS&S Summit 2014: Thinking Globally & Moving Forward… Together
STARBUCKS AS A PRODUCT
Starbucks Confidential – INTERNAL USE ONLY 11GS&S Summit 2014: Thinking Globally & Moving Forward… Together
STARBUCKS AS A DESTINATION
Starbucks Confidential – INTERNAL USE ONLY 12GS&S Summit 2014: Thinking Globally & Moving Forward… Together
STARBUCKS AS THE THIRD PLACE
Starbucks Confidential – INTERNAL USE ONLY 13GS&S Summit 2014: Thinking Globally & Moving Forward… Together
STARBUCKS AS A TARGET
Starbucks Confidential – INTERNAL USE ONLY 14GS&S Summit 2014: Thinking Globally & Moving Forward… Together
RETAIL STARBUCKS NORTH AMERICA
GS&S Summit 2014: Thinking Globally & Moving Forward… TogetherStarbucks Confidential – INTERNAL USE ONLY 15
STARBUCKS ENTERPRISE CRISIS MANAGEMENT
Crisis Management/ Disaster Recovery
Rapidly and safely complete critical
tasks to recover maximum
operational capability in the least
amount of time while protecting
partners, customers, assets, brands
and corporate reputation
Enterprise Business Continuity
The deliberate planning process for
developing, training and evaluating
methods to restore key business
support processes to sustainable
levels after an event impacting
Starbucks Partners, assets or brands
Respond, Recover and Restore Operations, Manufacturing, Supply
Chain and Support Functions Across Brands and Across the Globe
Starbucks Confidential – INTERNAL USE ONLY 16GS&S Summit 2014: Thinking Globally & Moving Forward… Together
CRISIS MANAGEMENT
Senior Leadership Team
Local Response Team
Core Crisis Team – VP level
Media/Social Media
Crisis Containment
Global Supply Chain
Disruption
GS&S Business Continuity - Emergency Response Team
Criminal Incidents
Geological/ Meteorological
Events
Retail Incident/
Disruption
QA/Food Safety
Media/ Social Media Events
Physical Security/Food
Defense
Information SecurityIncidents
Financial Information SystemsIncidents
• Local Response Team: Regional Leadership and Functional SMEs• Emergency Response Team: Support Center SMEs (SSC or Regional)• Core Crisis Team: VP-level Crisis Decision-makers • Senior Leadership Team: Convened During Severe Crisis• Global Communications/Public Relations: Lead Crisis Media & Social Media
Outreach
INCIDENT/CRISIS INFORMATION FLOW
“Incident / Crisis Event”
Incident Dashboard
(Under Development)
CAP
EMT
Americas
EMT
EMEA
Ops Cell
Media, Government,
External Sources
Internal Impacts
• Regional P&AP
• Brands
• Manufacturing
• Licensed Stores
• Joint Ventures
• Channel Development
• Supply Chain
• DBO
Senior Leadership
Team
Corporate
Support Functions
(Enterprise
Stakeholders)
Core Crisis Team
• Functional VPs
• Global Communications
• Legal
• Global Ops
• Global SCO
• Finance
• Partner Resources
• Consumer Products
• IT
• Digital Ventures
• Global R&D
• Store Development
Ops Escalation Channel:
• District Manager
• Regional Director
• Regional VP
• Division Sr. VP
GS&S Business Continuity (EMT)
Global Communications
Team
SSC EMT
Facilitation
Starbucks Confidential – INTERNAL USE ONLY 18GS&S Summit 2014: Thinking Globally & Moving Forward… Together
EMERGENCY MANAGEMENT
Predictive
Analysis
• Predictive
disruption
modeling
• Risk
Assessments
• Determine
single points
of failure
• Deliberate
Planning
BC/DR
Potential
Disruption
• Internal
notification
• Media
• Social media
• Government
and Law
enforcement
relationships
• Corporate
partnerships
Emergency
Management Teams
• Impacts to:
• Partners,
Pay,
Property
Product
• Systems &
Processes
• Determine
severity of
disruption
• Determine
impacted
business units
Enterprise
Stakeholders
• Emergency
Notification
• Incident
Dashboard
• Email/call
stakeholders
• Email/call
leadership
• Incident
Management
Module
(Archer)
EMT &
Crisis Manager
• Link incidents
to continuity
plans
• Ensure
stakeholders
are linked
• Centralize
information
management
and
communication
among
stakeholders
Anticipate Assessment NotificationFacilitation/
ManagementAwareness
Starbucks Confidential – INTERNAL USE ONLY 19GS&S Summit 2014: Thinking Globally & Moving Forward… Together
SUPPORT TOOLS
E V E R B R I D G E
Starbucks Emergency Mass Communications Tool
Regional Emergency Alert
Weather Alerts, Civil Unrest, Earthquake or Wildfire Incidents
Facility Emergency Alert
Directs Evacuation or Shelter in Place Orders
Quality Assurance Alerts
Directs Emergency Recalls or Process Changes
Partner Accountability
Post Emergency Partner Safety Polling
Starbucks Confidential – INTERNAL USE ONLY 20GS&S Summit 2014: Thinking Globally & Moving Forward… Together
EVERBRIDGE
E M E R G E N C Y M A S S C O M M S
Facility Emergency Alerts
Fire Alarm
Earthquake
HAZMAT
External Threat
Active Threat Inside a Facility
Facility Closure
Starbucks Confidential – INTERNAL USE ONLY 21GS&S Summit 2014: Thinking Globally & Moving Forward… Together
EVERBRIDGE
E M E R G E N C Y M A S S C O M M S
Regional Emergency Alerts
WeatherHurricanes, Typhoons, Winter Storms
EventsEarthquakes, Wildfires, Flooding,
Operational Disruption & Civil Unrest
Starbucks Confidential – INTERNAL USE ONLY 22GS&S Summit 2014: Thinking Globally & Moving Forward… Together
EVERBRIDGE
I N T E R N E T O F T H I N G S
What is Next:
Global Rollout
POS Notification
Cargo Security
Participation
23
Claudia DentVP, Product Management and Marketing
Everbridge
Everbridge Unified Critical Communications
24
Operational EfficiencyLife and Safety
StructureMonitoring
CommunityAsset
MonitoringPrecisionGISWeather
SecureComms
CodeAlerts
HIPAAComms
StaffingCallouts
MedicalDevices
EmergencyNotifications
ITAlerting
CustomerComms
StructureMonitoring
CommunityAsset
MonitoringPrecisionGISWeather
SecureComms
Everbridge Unified Critical Communications
CodeAlerts
HIPAAComms
StaffingCallouts
MedicalDevices
EmergencyNotifications
ITAlerting
CustomerComms
INCIDENT COMMUNICATIONS
INTERACTIVEVISIBILITY
MASS NOTIFICATION
IT ALERTINGPEER TO PEER MESSAGING
mobile member | mobile manager | mobile securebridge | mobile hipaachatMOBILE
everbridge network |social media network |neighborhood network COMMUNITY
COMMUNITYENGAGEMENT
CO
RE
SER
VIC
ESA
PP
S
EVERBRIDGE OPEN APIs: PLATFORM & PRODUCTS
CONTACTSavailability | scheduling | groups |
roles | profile | preferences
ANONYMOUS | KEYWORD OPT-INS
MAPPINGprecisionGIS | open geo-coding
COMMUNICATIONglobal delivery | multi-modal
SECURE INFRASTRUCTUREredundancy | security services | encryption
UNIFIED PLATFORM
REPORTING AND ANALYTICSanalysis and audits | process improvement
Everbridge: Founded, 2002 | Los Angeles, Boston, London, Frankfurt, Beijing
26
CLIENTS
The World’s Leading Unified Critical
Communication Provider
When every second counts,Everbridge connects
the right people and devices,
whether around the corner
or across the globe,
with the right information.
CONNECTED DEVICES
GLOBAL DATACENTERS
and OFFICE LOCATIONSMESSAGES SENT PER YEAR
CORPORATE FINANCEHEALTHCARE/
BIOTECH
HIGHER
EDUCATIONGOVERNMENT TRANSPORTATION ENERGY
Trusted Platform: 2,500+ Customers
Q&A Note: Presentation slides will be available on our blog at blog.everbridge.com
Use the Q&A function to submit your questions.
Contact Us:
#ITSM
Thank you for joining us today!
You may also be interested in:
Gartner ReportEffective Communication and Collaboration Drives Real Cost Savings in IT Support Serviceshttp://bit.ly/GartnerITReport
http://bit.ly/DEMOTODAY
ITSM Buyer’s Guide10 Questions to Ask When Choosing an IT Alerting Vendorhttp://bit.ly/BUYERSGUIDE
