Operational Risk and Resilience

Introduction

In the last twenty years, businesses have sought to increase the

speed of service delivery to the customer in a bid to gain com-

petitive advantage. For instance, manufacturers have re a l i z e d

that, in an age where products become obsolete more quickly,

reducing time-to-market and inventory stock levels, instituting

integrated just-in-time production and delivery processes, can

make the diff e rence between success and failure. As discussed in

Chapter 1, customers have become more uncompro m i s i n g ,

wanting and demanding increasing levels of quality serv i c e .

Risk management has, traditionally, not oriented itself to this

objective. ...