Resumen

ROA MARTINE, NÉSTOR ANDRÉS; TROCHEZ AVILA, INGRID MARCELA; RIOS MOSQUERA, MARTHA LUCÍA  y  LOPEZ ASTUDILLO, ANDRÉS. Black friday. estud.gerenc. [online]. 2011, vol.27, n.120, pp.227-247. ISSN 0123-5923.

The objective of the case discussed here is to present the complex situation that arises at a large raw material manufacturing company in the construction industry when its integrated information management system collapses; a situation commonly known as "a system crash". These kinds of system failures constrain logistical activities related to the distribution center that is responsible for shipping orders on a national level on the sales closing date at the end of a given month. This hampers the order invoicing process and, therefore, gives rise to non-compliance with order deliveries, customer dissatisfaction, potential loss of orders, and non-compliance with the company’s sales goals, thus affecting the profitability.

Palabras clave : Risk management; continuity management; availability management; ITIL methodology.

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