Building Resilience: Lessons from Organisations That Have Endured Crises
The capacity of an organisation to overcome and learn from significant crises is a testament to its resilience. In this blog post, we will explore how organisations have navigated and recovered from challenging circumstances, drawing valuable lessons for businesses looking to bolster their own resilience.
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Andrew Boyton
4/25/20251 min read
British Airways' IT Meltdown (2017): British Airways faced a massive IT system failure, leading to flight cancellations and stranding thousands of passengers. While the crisis negatively affected their reputation, the airline took decisive steps towards recovery. They reimbursed customers, updated their infrastructure, and improved communication channels.
Lesson: Swift action and open communication are key to rebuilding trust and resilience in the face of a crisis.
Cadbury's Salmonella Scare (2006): Cadbury faced a salmonella contamination, prompting a massive product recall and investigations. The company responded with transparency, recalling millions of chocolate bars, investing in safety protocols, and making a public apology.
Lesson: Prioritising transparency, accepting responsibility, and improving safety measures can help organisations regain trust and recover from a crisis.
KFC's Supply Chain Crisis (2018): A supply chain disruption forced KFC to close hundreds of stores in the UK due to chicken shortages. KFC publicly acknowledged the issue, updated customers on their website, and even published a full-page apology.
Lesson: Promptly acknowledging mistakes and communicating progress can help maintain customer loyalty and foster resilience.
Nokia's Smartphone Decline (2007-2012): Nokia failed to adapt to the smartphone revolution, leading to a decline in market share and a partnership with Microsoft to compete. Nokia's willingness to pivot and collaborate showcased their resilience.
Lesson: Organisations must adapt to changing market conditions and be open to strategic partnerships for survival and recovery.
In conclusion, organisational resilience is not just about surviving crises but learning from them to emerge stronger. By prioritising transparency, effective communication, and adaptability, businesses can enhance their ability to weather storms and build trust among stakeholders.
