GERMANY Law and Practice Contributed by: Rainer Wilke, Ingo Theusinger and Ralph Schilha, Noerr
7.3 Effectiveness Measurement and Benchmarking Companies can measure the effectiveness of their crisis management strategies using various methods, such as: • assessing response time; • analysing the financial impact, and customer and employee satisfaction; • conducting debriefings to evaluate the imple - mentation of crisis plans; and • post-crisis surveys or feedback. Comparing performance in crisis situations with predefined key performance indicators (KPIs) helps to identify weaknesses and strengths. There are several public sources for benchmarks, industry standards and best practices in the field of crisis management in Germany, which also help companies to stay updated. Organisations such as the BBK offer guidelines and resources related to crisis management and civil protec - tion. International standards, such as ISO 22301 for business continuity management, also serve as a reference for best practice for companies. IDW standards, such as IDW S6, help enhance risk management by providing a structured and consistent framework that facilitates compre - hensive risk assessment and accountability. This standardised approach promotes best practic - es, ensures regulatory compliance and supports continuous improvement in risk management processes.
• Assessment of response: (a) Was the response effective? (b) What could have been improved? • Identification of root causes: (a) What caused the crisis? (b) Has this issue been resolved? • Reputation: (a) Was the company’s reputation harmed? (b) Which measures will rebuild the public’s trust? • Implementation of changes: How will changes be implemented in the crisis management system? All findings need to be documented thoroughly. 7.2 Policy Update Companies update their strategies and proce - dures after a crisis by transforming the “lessons learned” into concrete measures, which might include updating the crisis management plan, communicating any changes in the crisis man - agement to employees and organising training. Companies establish mechanisms to monitor the effectiveness of updated policies and pro - cedures. Implementing feedback systems also allows for continuous input after updating the policies. The approach outlined in 7.1 Post- Crisis Review: Learning Lessons is an iterative process that ensures that companies continu - ously learn from past experiences and strength - en their resilience to future crises.
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