Business CaseThe handling of general customer enquiries is creating a huge draw on resources within the GasEl Service Centre. In this assessment, working in groups you are required to prepare Bus
| Probability | Score |
| Almost Certain | 90% |
| Likely | 70% |
| Possible | 50% |
| Unlikely | 30% |
| Very Unlikely | 10% |
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Evaluating Impacts – TO BE USED IN ASSIGNMENT
| Impact | Insignificant | Minor | Moderate | Major | Catastrophic |
| Financial | < 10K | 10k – 100k | 100k-1ml | 1ml-10ml | >10ml |
| Customer | Small impact on customers but no customer complaints | Small Increase in customer complaints | Large scale customer complaints and some losses but not target customers | Some loss of target customers | Large scale target customer loss |
| Share Price | No Impact on share price | Potential negative Impact on share price in short term | Potential negative impact on share price in medium term | Significant negative effect on share price in short term | Significant negative effect on share price in medium to long term |
| Media Coverage | No enquires from media and no media coverage | Enquiries but no media coverage | Limited print media coverage | Limited coverage in all media channels | Sustained negative media coverage in all channels |
| Regulatory | No regulatory impact | Informal regulatory enquiry | Formal regulatory intervention | Sustained regulatory intervention and monitoring | Formal regulatory intervention and potential fines/sanctions |
Probability/Impact Grid – TO BE USED IN ASSIGNMENT
| | Almost Certain | 5 | | | | | |
| | Likely | 4 | | | | | |
| Probability | Possible | 3 | | | | | |
| | Unlikely | 2 | | | | | |
| | Very Unlikely | 1 | | | | | |
| | | | 1 | 2 | 3 | 4 | 5 |
| | | | Insignificant | Minor | Moderate | Major | Catastrophic |
| Impact Green: No action required Yellow: Monitor risk but no mitigation plan required Amber: Mitigation plan required and monitoring on a weekly basis Red: Mitigation plan required and monitoring on a daily basis | |||||||
Consider The FULL Cost of Failure
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GasEl Relevant Factors
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Mitigating Actions – Example of Detail Required
| Risk | Probability | Impact | Proposed Mitigation |
| Automation – FAQ FAQ web pages not kept up to date thereby reducing customer usage. | Possible | Major |
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