A.

Power Failure / Shortage - Response Plan

For Power Failure:
 Immediately contact the MSEB substation or the relevant electricity board.
 Inquire about the expected time for power restoration.
 Record and communicate this information to the relevant departments.
 If the issue is internal to the facility, register a formal complaint with MSEB using the
correct consumer number and site details.
 Coordinate with facility maintenance to assess and resolve any internal electrical
faults.
For Power Shortages Lasting More Than 2–3 Days:
 Verify the approved supplier list. If an approved supplier is available, contact them
immediately.
 Confirm that they can meet the same machine and process specifications.
 Check the customer schedule or identify any urgent part requirements. If any part is
urgent, immediately verify the availability of tools, jigs, fixtures, and gauges related
to those parts.
 Dispatch the necessary items to the approved supplier’s facility to resume production.
 Ensure the supplier’s machines align with internal machine specifications to maintain
quality and consistency.
 Monitor the supplier’s production process to ensure adherence to product standards.

B. Raw Material / BOP (Bought-Out Parts) Shortage – Response Plan

 Immediately identify the root cause of the shortage of raw material or BOP parts.
 Contact the supplier to understand the reason for the delay and obtain the expected
delivery timeline.
 Check the current stock levels of the affected raw materials/BOPs.
 Review the production schedule to identify impacted areas and prioritize critical
operations.
 Review the list of approved suppliers and promptly contact potential alternatives to
check their availability and lead time.
 If alternative suppliers are not pre-approved, initiate the emergency approval process
in coordination with the QA and Procurement teams.
 Identify and evaluate whether a technically equivalent raw material or BOP is
available.
 Obtain customer or internal approval before using any alternate material or BOP.
 Check if the required raw material/BOP is available at other plants or warehouses
within the organization.
 If available, coordinate internal transfer wherever feasible.
 Reschedule production plans based on material availability.
 Focus production on items for which materials are available, in order to minimize line
downtime.
 Coordinate with suppliers to expedite shipments.
 If necessary, arrange for premium freight or alternate transportation to reduce delays.
 Inform the planning, production, and sales teams about potential impacts.
 If there is a risk of delivery delays, notify the customer promptly along with details of
corrective actions being taken.

C. Labour Shortage – Response Plan

 Identify the number of absent workers and the departments/functions impacted.
 Immediately determine the root cause of the labour shortage.
  Deploy cross-trained employees from other departments or shifts as necessary.
 Prioritize critical operations and delay or reschedule non-essential tasks.
 Activate on-call labour contracts or engage approved manpower agencies for
temporary staffing.
 Ensure basic orientation and safety training for workers before deployment on the
shop floor.
 Introduce overtime or incentive schemes (subject to labour laws and company policy).
 Consider offering transportation, meal support, or bonuses to encourage attendance.
 Coordinate with HR and Administration to:
o Track absenteeism trends
o Increase employee engagement
o Resolve underlying issues (e.g., wage concerns, health, and safety)
 Where available, use semi-automated or manual-friendly machines to compensate for
manpower shortages.
 Temporarily shift operations to less labour-intensive products/processes.
 Communicate manpower planning information to all relevant departments (Planning,
Production, HR, Sales).
 Notify customers if there is a potential impact on delivery and share mitigation efforts
underway.

D. Equipment Failure – Response Plan

 Immediately halt operations on the affected machine or line to prevent further damage
or safety risks.
 Isolate the equipment from power and utilities following standard safety procedures.
 Notify the maintenance department immediately for an initial diagnosis.
 Inform the production, planning, and quality teams about the issue and its potential
impact.
 The maintenance team should assess the nature of the failure (mechanical, electrical,
software-related, etc.), identify any spare parts or support required, estimate
downtime, and share the timeline with the relevant departments.
 Check the availability of alternate machines in-house with similar specifications.
 If capacity and capability permit, transfer production to alternate machines or lines.
 Refer to the list of approved external/internal suppliers with matching equipment
specifications.
 Transfer tools, jigs, fixtures, and gauges to the approved supplier's site for temporary
production.
 Ensure that the supplier complies with process parameters and quality standards.
 Arrange urgent repair support from the OEM or third-party service vendors.
 Use premium freight or local vendors to expedite spare part availability.
 Escalate the issue internally to engineering or central maintenance teams if the
problem is critical or uncommon.
 Document the failure details for future root cause analysis (RCA) and preventive
actions.
 Keep the production planning and customer service teams informed of delays or
revised delivery timelines.
 Provide regular status updates until the equipment is restored.

E. Company-Facilitated Software, Hardware & Internet Failures – Response Plan

 Immediately identify the nature of the issue, such as software/application failure,
hardware malfunction (servers, PCs, devices), or internet/network outage.
  Notify the IT department/helpdesk immediately, providing error codes, screenshots,
or logs if available.
 Determine which functions or departments are affected (e.g., production systems,
ERP, quality portals, dispatch).
 Evaluate the impact on operations, such as order processing, machine connectivity,
documentation, or customer communication.
 Troubleshoot and diagnose the issue; escalate to the vendor/OEM or network service
provider as needed, and provide an estimated resolution time.
 If critical software is affected, initiate a rollback to the last working backup (if safe to
do so).
 Temporarily use offline/manual processes (e.g., paper-based documentation, manual
work orders).
 In case of internet failure, use mobile data hotspots or an alternate ISP (if available).
 If a workstation is down, reallocate tasks to other systems or departments with access.
 Access backup servers or cloud-stored data if the main systems are unavailable.
 The IT team should restore data from the latest secure backup if data corruption or
loss is identified.
 Regularly review and test failover systems, UPS backups, and cloud sync
functionalities.
 Keep all systems updated and patched to avoid known software vulnerabilities.
 The IT team should issue regular status updates to all affected departments.
 Inform internal stakeholders about the expected downtime and any applicable
workaround procedures.
 Notify key customers if delays in order confirmation or documentation are
anticipated.

F. Natural Disaster – Response Plan (Floods, Cyclone, Fire, Earthquake)

 Initiate emergency evacuation procedures as per company safety protocols.
 Move all personnel to designated safe zones or shelters.
 Contact emergency services (fire department, medical, disaster response) if needed.
 Account for all employees via headcount/roll call.
 Shut down the main power supply, gas lines, and utilities to prevent secondary
hazards.
 Secure critical equipment, documents, and systems if it is safe to do so.
 Protect flammable or hazardous materials from exposure or leakage.
 Once safe, conduct a preliminary assessment of:
 Structural integrity of the facility
 Damage to machinery, tools, materials, and documents
 Status of utilities (water, power, internet)
 Shift critical operations to alternate facilities or approved suppliers.
 Use offsite data backups to recover any lost data.
 Prioritize and resume essential functions once basic utilities are restored.
 Notify employees about the operational status and reporting instructions.
 Coordinate with local authorities, utility providers, and insurance agencies.
 Communicate with customers about any impact on deliveries or services, including
expected timelines for recovery.
 Begin repairs, equipment servicing, and facility cleanup using internal or external
teams.
 Ensure all safety checks (electrical, structural, environmental) are completed before
resuming operations.
  Document all losses for insurance claims.
 Maintain emergency kits, backup generators, and fire safety tools at key locations.
 Conduct regular mock drills for evacuation and disaster response.
 Review and update the Disaster Recovery Plan (DRP) periodically.

G. Utility Interruptions – Response Plan (Water Shortage, Compressor Failures)

 Immediately identify and isolate the issue related to water supply interruption or
compressor failure (air supply).
 Inform the maintenance, production, and facility management teams immediately.
 Log the issue and check for recurrence history or known root causes.
 Evaluate which machines, processes, or departments are affected (e.g., cooling
systems, cleaning processes, pneumatic equipment).
 Suspend or reroute operations to unaffected areas wherever possible.
For Water Shortage:
 Activate alternative water sources, such as:
o On-site water storage tanks
o Water tankers from approved vendors
 Prioritize critical water usage (e.g., cooling, hygiene, essential processes).
 Temporarily reduce or pause non-critical water usage.
For Compressor Failure:
 Switch to backup compressors if available.
 If no backup is available, arrange rental or mobile compressor units from approved
vendors.
 Re-route air lines to support essential production lines only.
 Begin immediate repair or replacement of faulty compressor components (e.g., valves,
belts, sensors, motors).
 Conduct a full diagnostic check of the failed utility system.
Preventive and Mitigation Measures:
 Ensure a regular preventive maintenance schedule is in place for all critical utilities.
 Install monitoring tools (e.g., pressure/flow sensors, alarms) for early failure
detection.
 Notify production and planning teams about revised capacity or expected downtime.
 Update the supply chain and customer service departments if delivery timelines may
be affected.
 Keep a record of the incident for continuous improvement and audit compliance.
 Maintain standby utilities or equipment (e.g., compressors, pumps, water storage
tanks).
 Implement utility redundancy systems for all critical processes.
 Include utility risks in the risk matrix and review them regularly during Business
Continuity Planning (BCP).

H. Pandemics – Response Plan

 Immediately activate health and safety protocols and refer to government and health
authority guidelines (e.g., WHO, Ministry of Health).
 Implement procedures for sanitization stations, face mask/PPE mandates, and thermal
screening at entry points.
 Limit non-essential visitors and external personnel at the site.
 Identify the scope of impact, including:
o Absenteeism due to illness or quarantine
o Supply chain delays
 o Government-imposed lockdowns or restrictions
 Distinguish between essential and non-essential staff for on-site presence.
 Create rotational shifts or staggered work schedules to reduce crowding.
 Enable remote work for non-production roles (e.g., planning, procurement, HR,
finance).
 Monitor employee health regularly; encourage self-reporting and provide medical
support if needed.
 Prioritize the manufacturing of critical parts or orders.
 Maintain minimum operational staffing based on health and safety thresholds.
 Activate backup supplier or facility plans if original sources are impacted.
 Provide regular updates to employees regarding:
o Safety measures
o Symptoms to watch for
o Company support mechanisms
 Communicate with customers about potential delays, partial closures, and response
measures.
 Coordinate with local authorities for health checks, vaccination drives, and regulatory
compliance.
 Forecast material needs in advance and build buffer stock where feasible.
 Identify at-risk suppliers and proactively seek alternative sources.
 Use digital documentation to minimize paper handling and in-person interactions.
 Develop a comprehensive Pandemic Preparedness and Response Plan.
 Regularly review the Workplace Health Policy and upgrade infrastructure (e.g.,
ventilation systems, workspace spacing).
 Conduct mock drills and awareness sessions to maintain readiness and preparedness.

I. Cyber-Attack on IT System – Response Plan

 Immediately identify signs of an attack such as unusual system behaviour,
unauthorized access alerts, locked files (ransomware), phishing attempts, or data loss.
 Disconnect affected systems from the network immediately to prevent further spread.
 Notify the IT Security / Information Security team without delay.
 Block all suspicious IP addresses, user accounts, or unauthorized processes.
 Restrict network access, especially to shared drives and critical applications.
 Inform management and other critical stakeholders.
 Investigate and conduct a root cause analysis to determine:
o Type of attack (e.g., ransomware, phishing, DDoS, malware, etc.)
o Entry point and affected systems
o Status of data compromise (stolen, encrypted, or deleted)
 Log and document all findings and actions taken for compliance and legal reporting.
 System Recovery:
o Use the latest secure backups to restore affected systems.
o Reformat or rebuild compromised systems, if necessary.
o Change all system passwords and credentials.
o Patch all vulnerabilities (software updates, firewall settings, antivirus, etc.).
 Legal & Regulatory Compliance:
o
o Report the breach (if required) to Data Protection Authorities and affected
stakeholders (e.g., customers, vendors).
o Ensure compliance with GDPR, the IT Act, or other applicable cyber laws.
 Use manual or alternate systems where possible to maintain minimum operations.
  Prioritize the restoration of ERP, email, and customer-facing systems.
 Communicate delivery or documentation delays clearly with customers.
 Conduct regular cybersecurity audits and penetration testing.
 Train all employees on cyber hygiene practices (e.g., identifying phishing emails,
secure browsing).
 Implement:
o Multi-factor authentication (MFA)
o Endpoint security
o Firewalls and intrusion detection systems (IDS)
o Data encryption and secure backup policies
 Keep leadership regularly updated on the incident status and resolution plan.
 Share only verified internal communication to prevent panic or rumours.
 Prepare a post-incident report and conduct a review meeting to close the loop and
improve readiness.

J. Company-Facilitated Software, Hardware & Internet Failures – Response Plan

 Immediately identify the problem, such as:
o Software/application crash or malfunction
o Hardware malfunction (servers, desktops, network devices)
o Internet/network issues (outage, bandwidth throttling)
 Notify the IT team or helpdesk with detailed error messages, logs, or observations of
unusual system behavior.
 Isolate affected systems, if possible, to prevent further disruption.
 Evaluate the impact by identifying which departments or operations are affected (e.g.,
manufacturing systems, customer service, inventory management).
 Check if the issue affects critical business functions, such as sales orders, production
scheduling, etc.
 Determine whether external systems or vendors are involved in the failure.
1. Software Failures
 If the issue is critical, revert to the last stable backup of the software or system.
 If the software is cloud-based, contact the vendor's support team for troubleshooting
and resolution.
 Engage internal development/IT support for bug fixes or patches.
 Use manual processes or temporary workarounds to maintain business continuity
during troubleshooting.
2. Hardware Failures
 Contact IT hardware vendors or service providers to expedite repairs or replacements.
 If critical, activate spare or backup hardware (servers, routers, PCs) to reduce
downtime.
 Maintain a list of approved hardware vendors for quick support and replacement.
3. Internet/Network Failures
 Contact the Internet Service Provider (ISP) to diagnose and restore the connection.
 Use backup communication channels, such as mobile data hotspots or secondary ISPs,
if available.
 Redirect production or critical communication to offline or minimal systems where
feasible.
 Restore systems from the latest secure backups if data has been compromised or
corrupted.
 Perform data integrity checks before resuming regular operations to prevent critical
data loss.
  Notify stakeholders (internal teams, customers, etc.) about the ongoing issue and the
estimated time for resolution.
 Provide regular updates to all affected departments (e.g., Operations, HR, Sales) on
status and contingency plans.
 For critical services, inform customers in advance about delays in order fulfilment,
invoicing, or reporting.
 Implement redundancy systems (backup servers, cloud storage, multiple ISPs) to
reduce the impact of future failures.
 Schedule regular software and hardware maintenance, including updates, security
patching, and stress testing.
 Establish and routinely test disaster recovery protocols to minimize the impact of
similar issues in the future.

K. Infrastructure Disruptions – Facility Maintenance Issues – Response Plan

 Immediately identify the nature of the disruption, such as plumbing issues, HVAC
failure, power outages, or structural damage.
 Notify the facility management or maintenance team immediately for an initial
assessment.
 Assess the impact on operations, especially if critical infrastructure is affected (e.g.,
production areas, offices, warehouses, storage, cooling systems).
 Evaluate potential risks, including safety hazards, equipment malfunction, or
regulatory non-compliance.
 Activate emergency protocols if necessary. Halt operations in the affected area to
ensure safety and prevent further damage.
 Ensure employee safety by evacuating the area or moving personnel to a safe zone if
required.
 If a non-critical area is affected, relocate personnel or operations temporarily to
unaffected areas.
 Use portable generators, backup cooling units, or temporary HVAC systems to
support essential functions.
 If water or plumbing systems are affected, provide bottled water or arrange water
tankers until service is restored.
 Contact external contractors or emergency service providers for urgent repairs (e.g.,
plumbing, HVAC, electrical).
 Secure necessary spare parts or replacement components to facilitate quick repairs.
 Prioritize repairs in mission-critical systems (e.g., production lines, power supply, air
conditioning).
 Inspect the work for safety compliance and ensure all repairs meet industry standards
before resuming operations.
 Notify relevant departments (e.g., Production, HR, Safety) about the nature of the
disruption and its impact.
 Update management regularly on the status of repairs, estimated downtime, and any
operational changes.
 Notify affected customers or vendors of potential delays or service disruptions.
 Provide revised production or delivery schedules to minimize customer impact.
 Schedule regular facility maintenance (e.g., HVAC inspections, plumbing checks,
power system reviews) to prevent unplanned disruptions.
 Conduct preventive checks to ensure critical infrastructure is functioning optimally.
 Implement backup systems for essential utilities (e.g., generators, compressors, water
storage).
  Ensure alternative workspace arrangements are available in case of a full facility
shutdown.
 Perform facility risk assessments to identify areas needing infrastructure upgrades or
redundancy systems.
 Establish contingency contracts with service providers for rapid emergency response.

L. Situation Impact on Operation – Delayed Deliveries – Response Plan

 Identify the reason for delayed deliveries like Internal issues (e.g., production delays,
stock shortages, transportation problems), External issues (e.g., supplier delays,
logistics provider issues, customs delays).
 Inform Logistics, Sales, and Production Teams about the delay and gather necessary
details.
 Identify which customer orders or shipments are delayed and determine the extent of
the delay.
 Categorize which delays are critical to customer needs and prioritize them
accordingly.
 Review inventory levels to see if there are alternate ways to fulfil orders quickly (e.g.,
using stock from another location or facility).
 Notify customers immediately of the delay, providing clear details on the cause and
the new expected delivery time.
 Offer alternative solutions if available, such as partial shipments, expedited shipping
options, or substitute products.
 Maintain transparency with customers about the situation, ensuring they feel informed
and valued.
 Offer compensation or goodwill gestures for critical customers if necessary (e.g.,
discounts, expedited future shipments).
 Reroute shipments to optimize transit times (e.g., faster courier services, alternative
transport routes).
 Utilize alternative suppliers or logistics providers to address delays caused by specific
vendors or transporters.
 If production delays are a contributing factor, increase work shifts or deploy overtime
to expedite product manufacturing.
 Work with suppliers and logistics partners to expedite the delayed deliveries.
 If customs delays are causing bottlenecks, engage with customs brokers or relevant
authorities to clear shipments faster.
 Explore cross-docking or local warehousing solutions to bypass delays in longer
transit times.
 Keep management updated on the delay's impact and the steps being taken to resolve
it.
 Inform Customer Service, Sales, and Operations Teams of new delivery schedules so
they can handle customer inquiries.
 Provide customers with accurate and up-to-date shipping information, including
tracking details and expected arrival times.
 Proactively notify customers if there are additional delays as the situation progresses.
 Regularly evaluate supplier performance and logistics provider reliability to avoid
recurring delays.
 Build relationships with multiple suppliers and logistics partners to ensure redundancy
and flexibility in case of disruptions.
 Implement advanced inventory management systems to track stock levels in real-time
and avoid sudden shortages.
  Keep safety stock levels for high-demand items and key products to prevent future
delays in case of unforeseen disruptions.
 Develop a comprehensive contingency plan for common causes of delivery delays
(e.g., raw material shortages, transportation failures, production delays).
 Train staff to handle delays efficiently and ensure clear, consistent communication
with customers in all cases.

M. Customer Line Shortage & Stoppage – Customer Demand Changes – Response Plan
 Identify the Change in Customer Demand, assess whether the demand change is due
to external factors (e.g., market shifts, customer preferences, seasonality) or internal
factors (e.g., production limitations, stock shortages).
 Review recent sales data, order forecasts, and customer feedback to understand the
scope and nature of the demand change.
 Determine which production lines, equipment, or raw materials are affected by the
change in customer demand.
 Assess whether inventory levels can be adjusted to accommodate demand shifts, or if
production adjustments are needed.
 Align Production with New Customer Demand, if demand is lower than expected.
 Pause or slow down production on non-essential items to focus on high-demand
products.
 Reallocate production capacity to meet priority orders or products with increased
demand.
 Work with supply chain teams to adjust material procurement accordingly.
 If demand is higher than expected, increase production capacity by using overtime,
additional shifts, or temporary labour.
 Optimize supply chain to ensure timely availability of critical materials or parts.
 Source backup suppliers if current suppliers are unable to meet the increased demand.
 Proactively inform customers about any potential changes in delivery timelines due to
the shift in demand.
 For lower demand: Offer alternatives or phased delivery options to customers,
ensuring they know when to expect their products.
 For higher demand: Provide updates on production schedules and lead times, and
explore options for expedited shipping if needed.
 Maintain open lines of communication with customers to manage expectations
effectively.
 Adjust inventory control practices to optimize for changes in demand (e.g., increase
safety stock for high-demand items or clear excess stock for slow-moving items).
 Work with the procurement team to place orders based on revised demand forecasts,
and manage the inventory buffer to avoid overstock or stockouts.
 Flexible Workforce & Supply Chain Management, Cross-train employees to enable
flexible resource allocation as demand shifts.
 Review supplier contracts and negotiate flexibility clauses to accommodate changing
demand volumes.
 Develop alternative production plans that allow for quick adjustments to customer
line stoppages or demand variations.
 Demand Forecasting & Analysis, invest in advanced forecasting tools (e.g., AI-driven
demand prediction) to better understand shifts in customer demand and prevent
sudden shortages or stoppages.
 Continuously track market trends and engage in regular customer feedback loops to
stay ahead of demand changes.
  Implement a flexible production system that can easily adapt to demand fluctuations,
such as modular production lines or scalable workforce strategies.
 Ensure inventory optimization by using a combination of just-in-time (JIT) and just-
in-case (JIC) strategies to balance supply with demand.
 Regularly engage with key customers to understand long-term demand trends, and
offer customized solutions that accommodate their changing needs.
 Create clear communication channels with customers to discuss potential demand
changes, allowing for proactive planning and adjustment of expectations.

N. Customer Rejection & Return – Rejection at Customer End – Response Plan

 Immediately assess the reason for rejection (e.g., quality issues, incorrect
specifications, damaged goods, or shipping errors).
 Request detailed feedback from the customer to determine if the issue is due to
manufacturing, packaging, shipping, or external factors.
 Communicate with the customer service or quality control team to identify any
patterns or recurring issues.
 Identify the affected products and determine if it is a single customer issue or a wider
quality concern.
 Quantify the value of rejected goods and assess whether it will lead to any disruptions
in the customer relationship or long-term effects on revenue.
 Immediate Communication with the Customer, acknowledge the rejection
immediately with the customer, expressing understanding of the inconvenience
caused.
 Offer a clear plan of action to resolve the issue, including, A replacement of the
product if faulty or wrong, refund if the customer prefers, repair or rework of the
product if it can be salvaged.
 Ensure clear communication on the return process, including logistics, timelines, and
any required documentation.
 Inspect returned items (if applicable) to determine the root cause of the issue (e.g.,
defective products, packing mistakes, incorrect orders).
 Analyse the findings with the quality assurance team to understand if the issue is
isolated or part of a wider production or quality control concern.
 Resolve manufacturing issues if the rejection was due to product defects or poor
quality.
 Adjust production methods, upgrade material quality, or change suppliers as needed.
 Implement corrective measures in the production process (e.g., better training for
employees, stricter quality checks).
 Re-ship the corrected order to the customer and ensure that it matches the original
specifications.
 Conduct a root cause analysis for similar rejections to prevent recurrence.
 Implement additional quality checks before shipments, such as final inspections or
product testing, to catch issues early.
 Work with the sales and marketing teams to ensure the product specifications and
descriptions are clear and accurate to prevent misunderstanding.
 Inform the sales, production, and quality control teams of the rejection and its cause to
prevent further issues.
 Ensure the production team understands the customer’s specific requirements and any
changes needed to meet those demands in the future.
 Proactively inform the customer at every stage of the resolution process, from
inspection to shipping of the replacement.
  Offer a discount or additional service as goodwill if the rejection is a significant issue
or inconvenience for the customer.
 Implement a more rigorous quality control system at critical stages of production
(e.g., before shipping, during final assembly, or after packaging).
 Utilize automated testing or inspection equipment to reduce human error and increase
efficiency.
 Regularly train production, packaging, and logistics teams to ensure they understand
customer expectations and quality standards.
 Hold feedback sessions with customer service teams to learn from rejections and
improve product quality and service delivery.
 Ensure that customer specifications and product requirements are clearly
communicated and documented throughout the production and delivery process.
 Strengthen customer relationships by involving them early in the quality assurance
and product confirmation processes, where appropriate.
 Develop or update a clear, customer-friendly returns and rejection policy, outlining
steps and responsibilities for both parties to make the process as smooth as possible.
 Ensure the policy allows for easy tracking of returns and rejected orders, ensuring
better resolution times and customer satisfaction.

O. Logistics Failure – Approved Transporter Failure/Strike – Response Plan

 Immediate Identify the Cause of the Failure like Assess whether the failure is due to
an internal issue (e.g., scheduling errors, miscommunication) or an external issue
(e.g., transportation strike, vehicle breakdowns, weather delays, or route blockages).
 Contact the logistics provider immediately to understand the cause and obtain an
estimated time for resolution.
 Identify which shipments are affected, including whether there are any urgent or time-
sensitive deliveries.
 Determine if the production schedule or customer deliveries are impacted and assess
the severity of the impact.
 Contact backup transport providers (e.g., alternative logistics companies, freight
forwarders, or local couriers) to arrange for immediate transport.
 Reroute shipments through different carriers if necessary.
 Utilize alternative transport modes (e.g., switching from truck to air freight or rail) if
it helps minimize the delay.
 Notify affected customers about potential delays due to the transporter failure or
strike, offering clear details on the revised delivery schedule.
 Offer customers alternative solutions if possible (e.g., express shipping or partial
deliveries).
 Maintain transparency with customers throughout the process and provide frequent
updates on the status of their orders.
 Communicate with all relevant internal teams (e.g., Production, Warehouse, Customer
Service) about the logistics disruption, ensuring everyone is aligned on expected
delays and next steps.
 Prioritize shipments that are most critical or time-sensitive, such as orders for key
customers, perishable goods, or urgent orders.
 Engage with the logistics provider to resolve the failure or strike and ensure the
normal service resumption as soon as possible.
 If the issue is a strike or labour-related, stay in regular contact with the transporter’s
HR department for progress updates and an estimated resolution time.
  Keep management updated with real-time information on the status of the transport
failure and any actions being taken.
 Ensure the sales and customer service teams are fully informed so they can respond to
customer queries promptly.
 Provide clear, honest communication to customers regarding any delays in delivery
times, offering them the option to cancel or modify their order if necessary.
 Keep suppliers or other stakeholders updated if they are affected by the delay,
ensuring everyone is informed of the revised timelines.
 Build relationships with multiple logistics providers and ensure that alternative
options are available to avoid relying too heavily on one transporter.
 Create a logistics contingency plan that includes a network of backup transporters for
different regions and transportation methods.
 Implement a regular evaluation process for all logistics providers to assess their
reliability, responsiveness, and flexibility in the event of unexpected disruptions.
 Ensure that your agreements with transport providers include force majeure clauses
and penalties for delays due to their fault.
 Enhance supply chain forecasting to identify potential transport bottlenecks or risks
ahead of time, allowing you to adjust well in advance.
 Stagger delivery schedules to avoid overwhelming a single transport provider,
allowing for more flexible delivery timelines in case of unforeseen disruptions.
 Consider local warehousing options near key markets to reduce reliance on long-
distance transport and mitigate the risk of disruptions.
 Implement inventory buffers in strategic locations to ensure that inventory is readily
available even when logistics issues arise.

P. Interruption from Externally Provided Product, Process & Services – Supplier Delays –
Response Plan
 Immediate Identify the Cause of Supplier Delay, communicate with the supplier to
understand the root cause of the delay (e.g., production issues, logistical problems,
raw material shortages, or labour strikes).
 Obtain an estimated time of resolution for the delay and assess the impact on your
production or operations.
 Determine which products or services are affected by the supplier delay.
 Identify if the delay will cause production stoppages or if critical deadlines for
customers will be missed.
 Assess if there are any alternative sources for the delayed product or service (e.g.,
secondary suppliers, alternate processes, or temporary substitutions).
 Contact backup suppliers and evaluate their ability to fulfil the required order quickly.
 If raw materials are delayed, explore alternative materials that meet quality standards
and are readily available.
 Negotiate expedited shipping or prioritize orders with alternate suppliers to meet your
operational needs.
 If possible, adjust production schedules to accommodate the delay, such as
temporarily shifting focus to products that do not rely on the delayed components.
 If the delay causes significant disruptions, increase shifts or overtime to ensure critical
orders are fulfilled.
 Notify customers immediately about the potential delay due to supplier issues,
explaining the situation and offering solutions.
 Offer alternative products, modified timelines, or partial deliveries if possible.
 Be transparent about the new delivery dates, and regularly update customers on the
status of their orders.
 If the delay is significant, offer compensation (e.g., discounts or expedited shipping)
to maintain good customer relations.
 Explore temporary workarounds or substitutions that can be used until the supplier
delivers the required product or service.
 For services, consider using third-party contractors or alternative technologies to fulfil
your needs until the issue is resolved.
 Use in-house capabilities, if possible, to reduce the reliance on the supplier until the
supply chain issue is resolved.
 Keep management, operations, and production teams informed about the supplier
delay and the steps being taken to mitigate the impact on production and delivery
schedules.
 Ensure that all departments (e.g., Sales, Logistics, Customer Service) are aligned and
aware of the delay, as they may need to respond to customer inquiries or adjust.
 Communicate regularly with the supplier to track the status of the resolution and to
ensure the fastest possible delivery.
 Keep customers informed of any changes in their order status, providing regular
updates on the expected resolution and shipping dates.
 If necessary, negotiate with the supplier for compensation or discounts to mitigate the
impact of the delay.
 Build relationships with multiple suppliers for key products or materials to reduce the
risk of disruption in case one supplier faces delays.
 Vet new suppliers regularly to ensure they meet quality, reliability, and delivery
timelines, providing backup options if needed.
 Negotiate long-term contracts with suppliers that include performance guarantees and
penalties for delayed deliveries.
 Establish strong, open communication channels with critical suppliers to ensure that
any issues are flagged well in advance, allowing for early intervention.
 Regularly review supplier performance and discuss potential risks, improvements, or
contingency plans to minimize future delays.
 Implement Service Level Agreements (SLAs) with suppliers that outline expectations
for delivery timelines, quality, and penalties for delays.
 Create a buffer stock for key products or components that are prone to supplier
delays, especially for critical parts or materials needed in production.
 Use Just-In-Case (JIC) inventory strategies for high-risk materials while balancing it
with Just-In-Time (JIT) approaches for others to reduce overall costs.
 Implement real-time tracking systems for inventory and supplier deliveries to ensure
better visibility into the supply chain and early detection of potential issues.
 Utilize predictive analytics to forecast potential disruptions and plan for alternative
solutions ahead of time.
 Establish contingency plans that are specific to each critical supplier to ensure that
there is a clear, predefined path for resolving delays efficiently.