#58 - The Technology of Resilience: Insights from IBM’s Crisis Management Studies

A dear friend of mine, Marcin Kaluza, pointed me towards an IBM report that presents four case studies of resilient crisis management.

This is a very interesting read prepared by a company that is itself one of the greatest examples of resilient businesses. Founded in 1911, IBM is one of the oldest tech companies in the world. It has been able to redefine itself repeatedly and stay relevant in the fast-paced world of technological changes.

The case studies focus from the government sector and the effective application of technologies to improve resilience in specific situations.

If you are interested in the details of these studies, please use the link in the reference section. Below, I summarize my key observations.

Resilience in Crisis Management

BM's understanding of resilience is focused on crisis management. I think of resilience as a broad set of capabilities for change management and development as a result of change. Many changes may seem very small and irrelevant to us, but over time, they can transform entire industries and alter competitive requirements. So, while crisis management is one of the areas where resilience is critical to succeed, it is very important, in my view, not to forget about the less spectacular aspects of resilient thinking.

How prepared is your organization for the subtle shifts that could redefine your industry?

Broad Perspective

The first case study presents the application of the Strategyfinder software platform to map risks and prepare practical mitigation strategies in the Norwegian healthcare system. Collaboration between multiple stakeholders, applying techniques that prevent "groupthink," are at the core of building a broad perspective of risks and challenges. Groupthink is particularly dangerous for resilience as it distorts a comprehensive understanding of reality and action planning.

The described process is based on the independent submission of risks and collaboration in building causal links between the risks and the development of the risk management plan.

Collaboration between different participants is particularly challenging in a crisis where a coordinated response is crucial. Properly coordinated efforts can harness diversity and integration, providing a much stronger and more relevant response.

Have you ever witnessed groupthink hinder progress in your organization?

Simulating Resilience

Forecasting future events is not very effective. It provides a false sense of confidence, and unexpected changes, by definition, are nearly impossible to predict. The second case study points out simulation capabilities as a much more insightful technique to understand difficult situations, their impacts, and to prepare accordingly.

It reminded me of a recent post about Microsoft Flight Simulator, a tool enabling pilots to test different flight scenarios, conditions and planes, which is an example of such technologies in a very specific context.

Scenario analysis and simulations allow for flexible preparation for the unexpected and are much more resilient than forecasts and budgets, which are prone to errors and may reduce the ability to respond to change in a timely manner.

What simulations could your organization use to enhance its preparedness?

Access to Information

Case studies from Moldova and the Netherlands emphasize the importance of access to relevant and timely information to manage crises. Collecting better, real-time data is key for creating feedback loops and timely responses. The case from the Netherlands highlights different requirements during a crisis, where standard operational systems can struggle to fulfill them.

In the world of data abundance, the key challenges are speed and data quality. Wrong or too much information can dramatically slow down the relevance and timeliness of the response. Is your organization equipped to filter and utilize data effectively during critical moments?

Conclusion

Technology can be a game-changing enabler of organizational resilience development. The IBM case studies present several areas of effective application, demonstrating that resilience is not just about weathering the storm but also about adapting and thriving in the face of change. By embracing these technological advancements, organizations can build a robust survival toolkit that not only prepares them for crises but also positions them for long-term success.

So, how will you use technology to enhance your organization's resilience? Reflect on these insights and consider how they apply to your own context.

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References and Notes

IBM (2024) - Resilience in Action