Operational Risk and Resilience

Contents

Foreword vii

Acknowledgements xi

1 Risk management overview 1

Introduction to operational risk management: 1

Rethinking risk 12

Operational risk and business change 37

The benefits of operational risk management 44

Living in a goldfish bowl – reputation and operational risk 58

2 Operational integrity 61

Introduction 61

Building a supporting operational risk management architecture 65

Establishing policy and organization 66

Designing and implementing operational controls 92

Creating an insurance strategy 93

3 Operational deliver y 102

Introduction 102

Capacity management 105

Human resource management 133

Supplier management 139

Service management 144

Sourcing ...