How to Conduct a Crisis Post-Incident Review and Improve Business Resilience
When a crisis strikes, the immediate focus is on response and resolution. But once the dust settles, the most critical phase begins - learning from what happened. A Post-Incident Review (PIR) is not about assigning blame but identifying gaps, understanding failures and embedding lessons into future responses. Without this reflective process, organisations risk repeating the same mistakes. In this guide, we’ll dive deep into how to conduct a thorough Post-Incident Review, turn failures into actionable insights and ultimately strengthen your organisation’s resilience for the future.
1️⃣ Why Conduct a Post-Incident Review?
A Post-Incident Review (PIR) is a structured evaluation that helps organisations:
Identify what worked well and what didn’t.
Improve crisis response strategies.
Prevent future incidents by addressing weaknesses.
Strengthen organisational resilience by embedding learnings into systems and processes.
Real-World Example:
In 2010, BP’s Deepwater Horizon oil spill became one of the most infamous environmental disasters in history. The subsequent PIR revealed catastrophic failures in safety protocols, regulatory oversight and corporate culture. This led to sweeping changes across the oil and gas industry, including stricter regulations and improvements in offshore drilling safety standards.
Without a Post-Incident Review, organisations face:
Repeating the same failings and mistakes.
Missing out on calling out positive actions to reinforce a crisis positive culture.
Overlooking opportunities for improvement.
Increasing operational costs - which could have been avoided through identifying issues through a PIR.
Reputational damage and reduced credibility - which could result in diminished shareholder value if a publicly listed company.
Decline in employee morale and engagement.
2️⃣ The Anatomy of a Post-Incident Review
A comprehensive PIR should cover four core areas:
A. Event Reconstruction
Reconstruct the timeline of events to pinpoint how the crisis unfolded. Include:
Chronology of Events: Build a detailed timeline from initial detection to resolution.
Key Decision Points: Highlight critical moments where leadership decisions influenced the outcome.
Information Flow: Analyse how information was shared internally and externally.
Pro Tip: Use incident logs, emails and communication records to create a clear picture.
B. Performance Evaluation
Evaluate how effectively your crisis team performed:
Roles and Responsibilities: Were responsibilities clearly defined and understood?
Communication: Was the communication strategy effective both internally and externally?
Resources: Were resources (people, technology, supplies) adequate?
C. Identifying Root Causes
Go beyond surface-level issues using a Root Cause Analysis (RCA) approach. Ask:
What underlying factors contributed to the crisis?
Were there any systemic failures (e.g. gaps in training, poor maintenance)?
Use frameworks like the Five Whys or Fishbone Diagrams to dig deep into causes.
D. Lessons Learned and Action Planning
What needs improvement? Identify areas that need immediate attention.
Actionable Recommendations: Propose solutions for gaps in crisis planning, communication and operational readiness.
Ownership: Assign clear accountability for implementing changes.
3️⃣ Case Studies: Learning from Real-World Failures
Case Study 1: Optus Outage (Australia, 2023)
When Optus experienced a nationwide network outage, the crisis response was slow and communication with customers was inadequate. The PIR revealed poor incident response coordination and the lack of a robust communication strategy.
Lesson: Rapid and transparent communication is critical, even when the full scope of the issue is unknown.
Case Study 2: Three Mile Island Nuclear Incident (USA, 1979)
The Three Mile Island accident triggered a massive public backlash against nuclear energy due to poor crisis communication and delayed transparency from plant operators. After the incident, the PIR led to reforms in emergency response protocols and greater regulatory scrutiny.
Lesson: Timely, clear and transparent communication can mitigate public fear and prevent reputational damage. Notably, construction on new nuclear power plants in the US plummeted in the wake of the disaster, reflecting a significant shift in public perception and policy.
Case Study 3: Samsung Galaxy Note 7 Battery Crisis (2016)
Samsung faced a global crisis when its Galaxy Note 7 smartphones began overheating and catching fire due to battery defects. While the company initiated a recall, it failed to identify the root cause during its initial investigation, leading to replacement devices experiencing the same issue. The failure not only cost Samsung billions in losses but also severely damaged its brand reputation.
Lesson: A comprehensive PIR would have allowed Samsung to investigate beyond surface-level causes and uncover the deeper design issues. T
4️⃣ Building a Post-Incident Review Framework for Your Organisation
Here’s a step-by-step process your organisation can adopt:
1️⃣ Schedule the Review: Hold the PIR within 2 weeks of resolving the crisis to ensure fresh memories and accurate feedback.
2️⃣ Gather Stakeholders: Include team leads, executives, external partners and even customers if necessary.
3️⃣ Establish a Safe Space: Emphasise that the review’s goal is improvement, not blame.
4️⃣ Use Structured Templates: Use a pre-developed PIR template (like the one from CrisisCompass) that covers all key elements.
5️⃣ Document Everything: Record discussions, key takeaways and decisions in an official report and make them accessible (where appropriate) to staff so there’s transparency and trust.
5️⃣ Turning Lessons into Action: Implementation Strategy
A PIR is meaningless unless the findings lead to concrete improvements. Here’s how to ensure action:
✅ Assign Ownership: Define who is responsible for implementing changes.
✅ Set Deadlines: Implement strict timeframes for rolling out new policies or training programs.
✅ Regular Audits: Schedule periodic reviews to ensure changes are embedded into operations.
✅ Update Crisis Plans: Incorporate insights into crisis management frameworks and business continuity plans.
6️⃣ Common Pitfalls in Post-Incident Reviews
🚩 Blame Culture: When team members fear consequences, they’re unlikely to be honest about failures. Foster a learning-oriented environment.
🚩 Incomplete Reviews: Skipping key stakeholders or failing to document findings leads to missed insights.
🚩 Failure to Follow Through: Not assigning accountability often results in recommendations being ignored.
7️⃣ Tools to Enhance Your Post-Incident Review Process
Modern technology can streamline PIRs:
🔹 AI-Powered Analytics – Use AI tools to identify trends and risks from historical crisis data.
🔹 Collaboration Platforms – Platforms like Microsoft Teams or Slack can facilitate real-time reviews and updates.
🔹 Crisis Simulation Tools – Test the effectiveness of new strategies with realistic simulations.
Conclusion: A Post-Incident Review is Your Crisis Insurance Policy
A Post-Incident Review isn’t just a formality - it’s a critical component of organisational growth and resilience. Every crisis offers an opportunity to strengthen your response systems, prevent future incidents and cultivate a culture of continuous improvement. Explore CrisisCompass’ ready-to-use Post-Incident Review templates and checklists to streamline your review process and build a more resilient organisation.