Managing escalating events: a case study from the pharmaceutical industry

Abstract

PurposeThis paper presents a case study of the response of a pharmaceutical goods manufacturer to an unexpected disruptive event. Following a period of heavy rainfall, a small town within the UK was quickly overwhelmed by localised flash flooding. The sudden rise in ground water overwhelmed local drainage systems and caused flooding in several areas of the town. One of the impacted areas included the manufacturing facilities of a pharmaceutical goods producer. This case study explores the subsequent response of the organisation to the event.Design/methodology/approachBased on direct interviews and supporting documentation, this case study analyses the organisation's response and recovery activities in the face of escalating impacts. Drawing on identified theory, specific attention is placed on characterising severe events and the challenges of coordinating response activities.FindingsDrawing on the evidence of this case study, this paper highlights the identified features of an effective response within escalating events. Without this response, events such as those experienced by the case study organisation carry the distinct possibility of developing into large scale disruptions. This study highlights the importance of established channels of authority and the ability to identify and contain impacts.Originality/valueThis paper outlines some of the key considerations and operational priorities within response activities. These priorities support the effective identification and resolution of disruptive events and their associated impacts.