The Genesis of Resiliency – Business Process Re-engineering (Part 5 of 9)

This is the fifth part of a 9-part series on 9-key strategic business areas that are vital for the continuity of services and operations.


Business processes typically get re-engineered whenever a shift in strategy or technology occurs. While there may be other factors, in this article we will explore how the COVID-19 crisis is forcing organisations to re-engineer their processes to ensure business continuity in the new normal.

Understanding what needs to be re-engineered

“Business leaders need to anticipate popularly supported changes to policies and regulations as society seeks to avoid, mitigate, and pre-empt a future health crisis of the kind we are experiencing today” – McKinsey & Company Research – Path to the next normal.

In a post COVID-19 new normal, understanding how to incorporate health & safety requirements will be a key aspect of process re-engineering. And while keeping the health component top of mind during re-engineering may pose a challenge for some organisations, identifying corporate purpose and respecting the needs of your stakeholders will help your implement your solutions.

Agile methodologies are showing significant value in developing plan-ahead scenarios and strategies that enable organisations to identify purpose, respect stakeholder needs, and adapt to this new normal.

Source: McKinsey & Company Research – Path to the next normal.

How to identify processes that need to be re-engineered for Business Continuity purposes?

One way to identify these processes is by applying our Genesis Resiliency Agile User Stories method in a specific tabletop scenario that is relevant to your organisation and which could help mitigate impacts to your business.

Scenario Example

Your business type

We will apply our Genesis Resiliency Agile frameworkwhich is available as a free download – to three business types used in the framework.

  • Small Business: Barber Shop

  • Medium Business: Electrical Company

  • Large Business: Financial Institution


  • Barber shop: Due to social distancing measures, you cannot have more than specific number of individuals in the shop and there are long queues outside the door.

  • Electrical company: Your firm has agreed to merge with another electrical company and needs to begin hiring of electrical apprentices, who have not been in school due to COVID-19 impacts.

  • Financial institution: Your customers want all processes traditionally done through branch visits to be conducted remotely.

Consider the perspective of one of your business users – External Customers

The expected benefit for customers is to be able to purchase the services each type of business provides.

Complete the process of Agile user story writing

This story writing process will help identify blind spots in your continuity planning process and document corresponding strategies (i.e. outputs) that mitigate the risk to your user.

Below is a list of potential outputs for each business type.

  • Barber shop

  • Develop a communication strategy to book by appointments and limit walk-ins. Communicate this via your online, physical premise and/or telecommunication (voicemail) channels.

  • If permitted and health guidelines are met, set up temporary outdoor areas with hair cut stations.

  • Electrical company

  • Develop a process alignment project that enables the continuity of services for existing customers.

  • Develop a strategic relationship with the schools to modify programs with more hands-on processes/on the job training to speed up learning.

  • Financial institutions

  • Develop a regulatory assessment of which services can be developed into electronic channels.

  • Create a communication strategy emphasizing the safety precautions taken if a customer visits a physical branch.

The Genesis Resiliency method of Agile user stories strengthens understanding of process re-engineering. Additionally, through the conversations and resulting outputs (or strategies) our method generates, we improve your business continuity planning process, safeguarding your interests and those of our local, regional & global communities.