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Summer Journal

Volume 27, Issue 3

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Business Continuity as a Business Strategy

Written by  Dr. WILLIAM “STEW” MCCONNELL September 30, 2009

A recent trip to a local grocery store demonstrated organizational understanding of business continuity. While checking out my grocery purchases the store’s point-of-sale system went down. Sounds of angst reverberated from all of the checkout lines. Many customers were stating that they did not have time to wait and would have to go to another store. The store manager interrupted the stressful situation by simply stating, “Let’s go manual.” The cashiers pulled out receipt booklets and calculators. Though customers were unsure of the process, each cashier was able to check out a customer within 10 minutes after placing items on the counter. The cashiers’ experience with an inefficient method allowed the store to provide customer service while management was recovering the primary automated system. The situation was not a disaster but a business disruption that may have affected customer perceptions if management had not correctly addressed the problem. A fundamental element in

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