CRISIS MANAGEMENT – RECORDS MANAGEMENT DIVISION
危机管理 - 文件管理部
Objectives 目标
In the event of a crisis or emergency involving Records Management physical plant or personnel we aim to:
我们的目标是：当文件管理部的设施或人员有紧急情况发生时
-Minimize the loss/disturbance to our RM clients.
将给客户带来的损失和干扰降至最低；
-Ensure a speedy recovery of RM operations.
确保迅速将文件管理业务恢复正常；
-Identify loss for insurance claims.
确定损失以便安排索赔。
Prevention Steps预防措施
Existing Safety Measures: -
现有的安全措施：
All safety measures and staff training are implemented in accordance to the ISO standard
按照ISO的标准采取安全措施，完成员工培训
Operational Front外勤方面
1.The Records Management warehou is equipped with all necessary fire prevention
equipment in accordance with the fire regulations:
文件库按照消防规范安装所需消防设施：
-fire alarms 火警警铃
-fire hos and extinguishers 消防栓和灭火器
-
smoke detectors 烟感
-automatic sprinkler system 自动喷淋系统
-fire rated doors with an one-hour fire-resistant proof 耐火一小时的防火门
2.Every entrance is equipped with curity cameras and 24-hour curity patrol is conducted to
ensure the maximum curity.
每个入口均安装监控摄像头，库区有人24小时巡逻，最大限度保证安全。
3.Pest control is run on a quarterly basis to ensure a pest-free storage environment.
每季进行一次杀虫，保证无虫的存储环境。
IT Front IT方面
1.Back-up of the application and the databa is run on a daily, monthly and yearly basis.
每日、每月、每年对程序和数据库进行定期备份。
2.Back-up tapes are stored at the IT Store Room as well as off-site at the Records Centre.
备份文件存放在办公室IT存储室及文件库中。
3.Server is covered by a hardware maintenance contract with vendor, KeTuo Co. – an Asus,
Microstar distributor who provides on-site support as well as spare parts and the contracted rvice hours are 0900 – 1800 hours on Monday – Friday and 0900 – 1300 hours on Saturday.
服务器的硬件维护工作由我们选择的供应商 – 科拓公司承担，按照双方签定的硬件维护合约，科拓将提供零配件及现场技术支持，服务时间为周一至周五的0900 – 1800，周六的0900 – 1300。
4.The rver disks are configured with RAID-5, ie failure to any single disk can be covered by
other disks and replacement can be done without any interruption to the system.
服务器的磁盘被设置成RAID-5，即一张磁盘出现故障，可由其他磁盘替代，而且这种替代不会对系统的工作产生任何影响。
5.Firewall t-up at the rver.
为服务器设置防火墙。
Crisis Situation: Contingency & Recovery Plans 应急措施
1.IT System Failure IT系统故障
1.1.Hard Disk Failure 硬盘故障
-The rver disks are configured with RAID-5, any single disk failure can be covered by the other disks and they are hot plug disks, ie the replacement can be done while
the system is running.
服务器的磁盘被设置成RAID-5，当一张磁盘出现故障时可由其他磁盘替代，
磁盘可热插，磁盘替换不会对系统的工作产生任何影响。
Action 措施: -
-Contact hardware vendor for repair.
联系硬件供应商安排维修
1.2.Software Failure 软件故障
Action 措施: -
-Contact IT to analyze the failure.
联络IT，分析故障原因
-Escalate to software vendor if software program error is suspected.
联络软件供应商，如果软件错误持续存在
-Restore application system from either the daily back-up tapes, the weekly back-up tapes or monthly back-up tapes, depending on the situation.
根据情况用日、周或月备份文件恢复应用程序。
-Contact hardware vendor if the restoration or installation of system utilities fail.
联络硬件供应商，如果恢复或安装系统失败。
2.Fire, Flood, Accident or other physical damage/loss 起火、水浸、事故或其他损失
2.1.Occurrence at RM Warehou 发生在文件库的事故
Initial Action by Operations in-charge 外勤主管第一反应: -
-Initiate emergency respon by contacting appropriate emergency rvices 向适当的紧急事故服务机构报警
-Fight the fire and/or mitigate the circumstances that caud the emergency if possible.
于安全的情况下使用灭火器灭火，或挪走引起事故的物品，以减轻灾情。
-Evacuate the building in the event of fire or bomb threat.
如果有起火、爆炸的危险，迅速从库中疏散。
Subquent Action by Operations in charge 外勤主管第二反应:
-Advi management, customer rvice and IT
通知公司管理层、客户服务经理及IT部门
-Check with IT Department to ensure that all computer data/records are properly backed up.
与IT部门检查确保所有的计算机数据、文件已做好备份。
-Liai with Customer Service Manager (CSM) to obtain an inventory list of the carton storage at the affected area.
联络客户服务经理，获得一份存放在受事故影响区域的文件箱清单。
-Check the actual damages/loss against the inventory list once when the affected area is cleared.
比照文件箱清单，核查实际损失。
-Identify the damaged/lost cartons with the affected accounts’ details in the next 24 hours for the CSM to follow up.
在24小时之内列出实际损失的文件箱及受到影响的客户的明细，提交客户服务经理。
-Relocate the non-damaged cartons to the non-affected area to minimize the loss.
将未受损坏的文件箱存放到未受事影响的区域，以减少损失。
-Complete “hole reports” (racking) and “cycle counting” (vaults) in the next 5 days to ensure there is
absolutely no damages/loss in the non-affected area.
在5天内完成箱位核对表的核对工作确保在未受事故影响区域没有损失发生。Action by Customer Service Manager 客户服务经理应采取的措施: -
-Inform all RM clients of the crisis (avoid rumours) and advi them how RM rvice will be affected (if at all) via e-mail.
通过电子邮件通知客户有关事故情况（避免谣传），并告知文件管理服务将受到怎样的影响。
-Assign a particular Customer Service Reprentative/telephone line for handling all incoming inquiries on the crisis.
指派一名客户服务代表，设一条电话线，负责处理客户有关事故的询问。
-Pass the information of damages onto Administration Department for insurance claims within 48 hours after the crisis.
在事故发生后48小时内将损失资料传递给公司行政部门，以便安排保险索赔。
-
Get in touch with every affected client with the details of damages/loss on phone within 48 hours after the crisis, and then follow up with corresponding written reports.
在事故发生后48小时内电话通知每个受到影响的客户，告知他们实际损失情况，随后向客户提供文字报告。
-Follow up on the insurance claims/compensation for the affected clients.
为受到影响的客户理赔。
-Address all RM clients on how the crisis has been handled with the latest inventory status reports forwarded for their reference.
向客户说明事故是如何处理的，并向客户提供最新的存储清单。
2.2.Vehicle Accident 车辆事故
Action by Operations in-charge 外勤主管应采取的措施: -
-Driver of vehicle to call 122 or 110 for assistance.
司机应打122 或110求助
-Driver of vehicle to inform Warehou Supervisor/CSM of the incident.
司机通知督导员和客户服务经理
-If necessary to protect the cargo, Driver and crew to remove magnetic media (MM) cartons and then document cartons from the vehicle, if such removal is safe and
possible to achieve.
在安全的情况下司机及车上人员应先将磁盘箱，然后将文件箱从车上搬离-Check and identify any damages/loss against work orders completed and report to Warehou Supervisor who will in turn report this to Customer Service Manager.
比照已完成的工作指令检查有无损失发生，向督导员报告；督导员再向客户服
务经理报告。
Action by Customer Service Manager 客户服务经理应采取的措施: -
-
Contact clients who jobs are affected and inform them of the revid delivery/collection schedules.
通知工作会受到影响的客户，与他们重新安排送箱 / 取箱的时间-Get in touch with every affected client with the details of any damages/loss on phone within the same day of the crisis, and then follow up with corresponding
written reports in the next day.
事故发生当天电话通知每个受到影响的客户，告知他们损失情况，并于次日向
客户提供文字报告。
-Follow up on the insurance claims/compensation as needed for the affected clients.
为受到影响的客户理赔
2.3.Accident Occurrence at Clients’ Office Premis 发生在客户办公室的事故
Action by Operations in-charge 外勤主管应采取的措施: -
-Keep or return non-delivered MM/document cartons on board vehicle, if situation allows.
如果情况允许，将磁盘箱 / 文件箱保留或搬回车上
-Inform Warehou Supervisor of the incident and determine whether is feasible to continue with the remaining jobs.
通知督导员，决定继续完成余下的工作是否可行
-If the operations crew cannot leave the premis, Warehou Supervisor needs to schedule other crew to take up the remaining jobs.
如果外勤人员不能离开客户的办公室，督导员应安排其他人员接替完成余下的
工作。
-Check and identify any damages/loss against work orders completed for the CSM to follow up.
比照已完成的工作指令检查有无损失发生，向客户服务经理报告；
Action by Customer Service Manager 客户服务经理应采取的措施: -
-Contact clients who jobs are affected and inform them of the revid delivery/collection schedules.
通知工作会受到影响的客户，与他们重新安排送箱 / 取箱的时间
-Get in touch with the affected client(s) with the details of damages/loss on phone within the same day of the crisis, and then follow up with corresponding written
reports in the next day.
事故发生当天电话通知每个受到影响的客户，告知他们损失情况，并于次日向
客户提供文字报告
-Follow up on the insurance claims/compensation for the affected clients.
为受到影响的客户理赔
3.Power Failure 停电
3.1.Occurrence at RM Warehou 文件库停电
- Warehou office to contact Management Office/NanHui District Electric Power Office.
库房办公室人员通知库房物业管理或供电局
-If the failure cannot be repaired within the same day.
如果不能当天恢复供电
Action 措施: -
-Contact IT engineer/Office Manager to prepare back-up site at Santa Fe’s administration office at Tianhong Building.
联络IT及办公室主任在天虹大楼准备一处临时办公场所
-Asss equipment damages (eg PDT scanners, receipt printers … etc) and arrange for repair/replacement.
检查设备损失情况（如扫描仪、便携式打印机等），安排维修或更新-Gather and nd preprinted work orders to Santa Fe’s administration office for data entry.
将预先印好的工作指令收集好，带到天虹办公室做数据输入
-
Always keep one box of various types of preprinted stationery at Santa Fe’s administration office.
在天虹办公室保留一箱各种备用文件
3.2.Occurrence at Santa Fe’s Administration Office 天虹办公室停电
- Office to contact office building Management/Changning District Electric Power Office.
通知天虹物业管理部门或长宁区供电局
-If the failure cannot be repaired within the same day:
如果不能当天恢复供电
Action 措施: -
-Contact IT Engineer/ Office Manager to prepare back-up site.
联络IT及办公室主任准备一处临时办公场所
-Asss equipment damages (eg file rver, network equipment … etc) and arrange for on-loan equipment and replacement.
检查设备损失情况（如文件服务器、网络设备等），安排设备租赁或更新-Reinstall hardware and applications at back-up site.
在临时办公场所重新安装硬件及程序
-Inform clients that the delivery requests of the next day cannot be procesd.
通知客户次日送箱无法执行
