Outmaneuver uncertainty

The COVID-19 pandemic presents a serious threat to people, businesses and economies across the world. Gartner’s recent Business Continuity Survey shows just 12 percent of organizations are highly prepared for the impact of coronavirus. During times of crisis, business operations—the intelligence engine of an organization—are more important than ever. Business continuity and disaster recovery plans are being tested by rapidly evolving challenges, such as travel restrictions, and as large-scale remote working becomes a reality.

COVID-19 is an unprecedented public health emergency affecting every industry. While some have stronger defenses, others will struggle to reset to a normal that is constantly redefined—and redesigned. Consumer demand patterns will shift. Global supply chains will be re-routed. Governments will make even more significant interventions. And companies will have to continuously adapt to new and uncertain market conditions.


Take immediate steps to ensure the safety and well-being of employees. Prioritize actions that put your people first and exploit the capabilities that global business services offer :

  • Enable people to work and connect with colleagues from diverse and secure locations and create safe working environments through regular sanitization.
  • De-densify workspaces, curb large meetings and ensure that protocols are followed in canteens, elevators and areas of common use. Limit all non-essential business travel and client visits and align with local health and safety guidelines.


Identify priority processes and establish a virtual workforce. Take actions to meet the needs of your key stakeholders :

  • Identify priorities and critical processes, including functions such as employee payroll, healthcare and supply chain (to keep goods moving and services ongoing); also, highly important processes and other services such as payments, and necessary services in healthcare, insurance and banking.
  • Establish a virtual workforce to measure quality, productivity, compliance, insights and intelligence, people engagement and workforce well-being.


Be proactive and create a customer-oriented plan that is sustainable. Prioritize actions that help you pre-empt the impact of volatility :

  • Bring together highly skilled, distributed teams that can log in anytime, anywhere and deliver on customer commitments at scale.
  • Build a broader ecosystem around the organization’s workforce to enable collaboration across a broader set of priorities—including healthcare and childcare. This will lead to improved morale and engagement levels resulting in better business outcomes.

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