Category Archives: Risk Management

Assessing Risk

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Editor’s Note: This post is from regular contributor Norman Katz, Sourcing Innovation’s resident expert on supply chain fraud and supply chain risk. Catch up on his column in the archive.

I live in South Florida, and for one half of each year we worry about hurricanes. Actually, we start worrying about one month before our six-month hurricane season begins on June 1st; hurricane season officially ends just after Thanksgiving on November 30th.

(At least with hurricanes we’ve got some warning which we’re very grateful for; earthquakes and twisters provide little advance notice, if at all.)

I use life in a hurricane zone when discussing risk analysis.

Let’s take a look at a risk analysis for hurricane season in South Florida based on some risk characteristics:

  • Occurrence: Hurricane season is guaranteed to happen once per year (frequency), though the likelihood of a hurricane strike is unknown.
  • Control: We can’t control the weather, but we can control other things that create risk.
  • Severity: We cannot mitigate the strength of a hurricane but we may be able to reduce the impact it has to our lives and businesses through various preparations.
  • Interruption: Can we continue through a hurricane strike or will we be forced to recover after a period of downtime?

Once the characteristics of a risk are determined, risks can be plotted on a chart or given a numerical ranking, allowing us to determine which risks should be addressed in an order of priority. This analysis can also be used to determine the cost of the risk versus the value of addressing it.

The exercise of performing a risk analysis has the benefit of uncovering risks to your organization that you may have previously not considered. The Risk Assessment is part of the COSO framework used for Sarbanes-Oxley compliance, so for public companies this is a requirement.

The failure to identify risks is a risk in-and-of itself. I would submit that knowing about a risk and knowing that something could be done about it is pretty much just as bad as not bothering to identify risks in the first place.

Norman Katz, Katzscan

Are Your Customer Support Services Creating Risk?

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Editor’s Note: This post is from regular contributor Norman Katz, Sourcing Innovation’s resident expert on supply chain fraud and supply chain risk. Catch up on his column in the archives.

Outsourced supply chain services are very common these days. Freight forwarders, logistics providers, warehouse services, data integrators (especially those involved in Electronic Data Interchange), and the like all provide valuable skills in their respective specialty areas.

And they’ve all got to handle customer support communications (calls and e-mails) from their clients.

Whether or not it’s the nature of customer support personnel to be friendly and helpful, it’s certainly a (big) part of their job function. But when the desire to provide assistance crosses the line of expertise, the customer support person — and the company they represent or work for — can place the client at risk.

Often the role of the customer support person is one of objective knowledge, such as how to use a software application from a functional standpoint or to provide information about how their company’s products and services are utilized.

But when customer support advice crosses the line to be subjective, this is where trouble can occur.

Interpretation of a trading partner’s vendor compliance guidelines, knowledge of import/export laws, etc. are not typically areas of expertise that a customer support person is qualified to address. The passing along of bad advice can cause vendor compliance chargebacks or regulatory fines (if not worse) for their customers.

It’s very important that service-related companies educate and train their customer support personnel on exactly what questions they can and cannot field, and what answers they can and cannot provide. Front-line customer support personnel must also be informed that the kind refusal to answer questions not directly related to their company’s core products and services might evoke a harsh attitude from the calling customer, and in these cases the call should be transferred to a supervisor or manager.

Service providers would also do well to educate their customers as to realm of areas of information their customer service support staff are qualified to answer. Proactively informing customers in the sales contract and on the company web site what information the service provider is (and even is not) responsible for should help to mitigate calls in the first place.

It’s important to try and remove the burden of being forced to provide an answer from the shoulders of the front-line customer support personnel; these people should not feel pressured by an irate customer to provide unqualified answers, nor should they be made to feel or believe that they are not providing quality professional services by kindly refusing to answer questions outside their realm of expertise.

By educating their customers, the service provider is able to lower operating costs of customer support by reducing incidences of customer support calls outside of the knowledge area. This reduces the time customer support people spend on non-value-added phone calls and e-mails, and, if the service provider has a toll-free help line, reduces the phone bill by decreasing the number and length of calls they are paying for. The same level of customer support staff is now able to provide a higher-level of qualified service to customers in both faster response time and being able to stay with the customer longer to ensure their questions have been answered.

The desire to be helpful should not come at the price of increased risk for the service provider or the customer. Knowing where certain lines are drawn, and ensuring those lines are not crossed, helps mitigate risk for all parties involved.

Norman Katz, Katzscan

A Perspective on Global Risk Management and the Supply Chain

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Editor’s Note: This post is from regular contributor Norman Katz, Sourcing Innovation’s resident expert on supply chain fraud and supply chain risk. Catch up on his column in the archives.

Aon has released their 2009 Global Risk Management Survey which lists, in order of priority, the top ten global risks, which are:

  1. Economic slowdown
  2. Regulatory/legislative changes
  3. Business interruption
  4. Increasing competition
  5. Commodity price risk
  6. Damage to reputation
  7. Cash flow/liquidity risk
  8. Distribution or supply chain failure
  9. Third-party liability
  10. Failure to attract or retain top talent

Aon reportedly surveyed 551 companies around the world in a variety of sectors; the respondents included government agencies, private enterprises, and public companies.

I don’t want to quibble about what should or should not be on the list, but I think I take a little issue with the order of things, namely that supply chain failure is ranked so low when the report recognizes that supply chain failure is linked to higher-ranked risks. Granted, I’m quite partial to supply chain issues, but that’s because I also recognize that the holistic (internal/external) supply chain touches so very much of an enterprise’s operations, and I often wonder if executives and other professionals consider the internal nature of their supply chains when they look at their operations, whether local or global.

So, what are the impacts to supply chain failures in regards to other higher-ranked risks?

  • Any supply chain failure will result in a business interruption at any point in the supply chain. The severity of the interruption will depend on the seriousness of the failure.
  • Supply chain failures can enable competitors to gain footholds with your customers. The failure to deliver first-quality products on-time in the needed quantity to the right destination can have your customers looking elsewhere to supply them the goods you’re selling.
  • Buyers may not have as much control over the prices of the goods they are buying, but through better forecasting and planning, contracts that lock in commodity prices can be secured and create a hedge against price fluctuations. This requires detailed knowledge of the supply chain from sales back through purchasing, and must balance sales forecasts with manufacturing & distribution throughput, and inventory storage capabilities and carrying costs.
  • The failure to perform quality checks through the supply chain can result in injury or death to those who consume or otherwise use your products, causing reputation damage and possibly allowing a competitor to gain a foothold against you with a customer. Why would a company pay for substandard raw material or components, and why would a company want to distribute similarly other-than-first-quality goods?
  • Cash flow can be severely constrained by holding too much raw material or finished goods inventories, especially when they go obsolete. Here again, detailed knowledge of the supply chain, from sales forecasting back through purchasing, can prevent excessive purchases and wasteful assembly or manufacturing efforts.

The supply chain is not just a homogeneous area of an enterprise, separate and distinct from the others. Whether looking at risk, fraud, or efficiencies, start with the supply chain and examine it in detail for what it is: a holistic overview of an enterprise comprised of interconnected links, where interruptions can travel and manifest themselves into something far worse than what they started out to be.

Norman Katz, Katzscan

The Z-Score … or ZZZ-score

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A recent Supply Chain Digest piece on what are the best ways to estimate supplier financial risk? noted that while multiple methods may be needed to see the complete picture, the Altman Z-Score is one of the best, if not the best, predictor of bankruptcy risk. In other words, the lower your score, the more likely your firm will be the next to go to financial sleep.

As per investopedia and wikipedia, the Z-score is a model that combines (four or) five different financial ratios to determine the likelihood of bankruptcy using weighted multipliers calculated against refined statistical models. Studies have shown it to be more than 70% accurate in predicting corporate bankruptcies two years prior to Chapter 7 filing.

The relevant ratios combined in the standard Z-score are:

    • (T1) Working Capital / Total Assets
    • (T2) Retained Earnings / Total Assets
    • (T3) Earnings Before Interest and Taxes / Total Assets
    • (T4) Market Value of Equity / Total Liabilities
    • (T5) Sales / Total Assets

And the calculation is: Z = 1.2T1 + 1.4T2 + 3.3T3 + 0.6T4 + 0.999T5

And it makes sense. With this model, a firm is likely on the edge of bankruptcy if:

  • its total asset to EBITDA is high
    which means it’s earnings aren’t enough to sufficiently maintain it’s assets and cover it’s operating expenses
  • its total asset to retained earnings ratio is high
    which means the bank balance is shrinking (and possibly doing so rapidly)
  • its total asset to working capital ratio is high
    which means it doesn’t have enough working capital free to effectively conduct business
  • its total asset to sales ratio is high
    which means it’s not bringing in enough new business
  • its total liability to market value (of equity) is high
    which means that its investments are actually generating losses

Thus, before you enter into an agreement with a (new) supplier for a critical part or service, you should get its financial information and calculate this score. If it’s in the grey area, be sure to hedge your risk. And if it’s low, unless you’re prepared to finance the supplier or even buy it out, run for the hills!

P.S. A recent article on the ISM site describing “watch points on supplier health” contains a sample calculation.

Will Poor Spend Management Be The End of the Ivy League?

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As per this recent article in (of all places) Vanity Fair, Harvard (University), which only one year ago had an endowment greater than the GDP of half of the countries participating in the IMF at 36.9 Billion, may now be on the brink of financial disaster. Between last July and last October, the first four months of Harvard’s most recent fiscal year, Harvard’s endowment lost 22% — a whopping 8 Billion, or more money than Columbia University has in its entire endowment of 7.1 Billion. Furthermore, last December, Harvard’s President warned that a total loss of 30% was expected for the fiscal year (which equates to more than 11.1 Billion) while journalists like Jay Epstein of the Huffington Post argued that, adjusted for the true value of Harvard’s liquid assets, the endowment’s losses were closer to 50% (or 18.4 Billion). Harvard has not yet released its annual financial report, but even though, thanks to a slight economic rebound, losses are expected to be in-line with losses at other universities, in the 23% to 25% range (or the 8.5B to 9.2B range), that’s still a devastating loss.

While it likely won’t spell the end of Harvard, or the Ivy League, it’s sure going to have an impact, one way or another, on the quality of education and life in general at Harvard as faculty after faculty and department after department struggles to implement budget cuts of 20% or more. Budget cuts of this magnitude in any University will generally mean the loss of new facilities and equipment, classes, lab instructors, teaching assistants, and faculty.

So what happened? And what spend management lessons can we take from it?

The vanity fair article had a great summary of many of the actions that likely contributed to the fallout. Let’s review the important ones:

  • Between 2000 and 2008, Harvard added 6.2 Million square feet in new projects that cost 4.3 Billion.
    It also started the Allston Science Complex, now on hold, which came with a price tag of 1.2 Billion. The total expansion price tag represented almost 20% of its total endowment in 2005.
  • In response to this crisis, Harvard sold 2.5 Billion worth of bonds last December and increased it’s debt to over 6 Billion.
    This move, for an amount greater than the GDP of Swaziland, will cost Harvard an average of 0.5 Billion a year through 2038 (according to Standard & Poor’s).
  • (Forgotten?) Interest rate swaps from the early 2000’s that only offered protection if interest rates rose.
    This resulted in Harvard facing an additional 1 Billion loss.
  • It increased its annual operating budget 67% between 1998 (from 2.1 Billion) and 2008 (to 3.5 Billion).
    This is more than twice the rate of inflation, which was roughly 29% over the same period.
  • It increased student subsidies 270% over the last decade, from 125 Million to 338 Million.
    As of 2006, students whose parents earned less than 60,000 a year, a figure well above the median U.S. household income of 50,000, could attend Harvard free. As of 2007, students whose parents earned less than 180,000 a year would pay at most 10% of their family’s annual income in tuition.
  • In 1990, soon after (Jack) Meyer took over financial management at the HMC, Harvard diversified from traditional equity & bond investments into a diversified portfolio that contained pretty much every exotic investment there is.
    Private equity, real estate, oil, gas, fixed-income arbitrage, timberland, hedge funds, high-tech start-ups, foreign equities, credit-default swaps, interest-rate swaps, cross-currency swaps, commodities, venture-capital funds, and junk bonds were just some of the investments.
  • In the late 1990s, Meyer’s best portfolio managers started to leave in droves.
    Meyer paid them based on performance, and in the late 1990s, some of them were making over 10 Million annually. The WSJ got their hands on the story, resentment followed, and the top performers left to work at, or start, funds where no one had to know how much they made.
  • Finally, in 2005, Meyer himself left and it took the HMC almost a year to find a replacement.
    The reduced staff, with no leadership and no particular investment strategy, foolishly continued to invest in the latest, and most glamourous, hedge funds (even though the mania had peaked).
  • Meyer’s replacement, (Mohamed) El-Erian, continued Meyer’s aggressive approach to Harvard’s. portfolio and added even more risk.
    Emerging market investments and tail-risk hedging were two examples of new strategies added to the pool
  • Less than two years later, El-Erian returned to PIMCO.
    It took four months to find his replacement, (Jane) Mendillo — whose recent management experience was a fund twenty-two times smaller.

So what spend management lessons are there to be learned? Lots! But I believe that these are the important ones.

  • One way hedges only work one way.
    This goes doubly true if you’re hedging interest rates. If a shift in the opposite direction can also hurt you, make sure that you either have a second hedging (or swapping) strategy or that you include cancellation/buy-out clauses which you can invoke at the first sign of trouble (and actively monitor for that trouble).
  • Be wary of over-investing in fixed-assets.
    While they look good on the balance sheet, they can eat up a large chunk of your cash flow and cause you problems if your cash flow tightens rapidly. Sometimes you should just outsource (or rent).
  • You need a risk management strategy for your risk management strategy.
    HMC’s financial success was largely due to the visionary and focussed leadership of one man — Meyer — who built an elite team to carry out the strategy. The departure of the leader and most of the core team resulted in the loss of the ability to sustain and manage the strategy, which created a risk much greater than any individual investment. Your risk management strategy must include a succession plan and a blueprint to effectively monitor and continue the activities in the event of the loss of one or more key people until those key people are replaced. Not only must their responsibilities be documented, but so must everything they did, are doing, and must continue to do to prevent greater risk. Otherwise, you could forget to cancel a swap and lose millions (or, in Harvard’s case, thousands of millions).
  • You must control your year-over-year operating budgets.
    If your income is relatively stable and generally doesn’t increase faster than a fixed rate (that can be tied to inflation), neither should your operating expenses. It’s a disaster waiting to happen if your operating expenses (continue to) increase when your revenues decrease.
  • Loss leaders can result in huge losses if you only sell one product!
    Lower prices is a greater way to grab new market share, but it might not be worth it if you have to take a loss on each product you sell. While 10% of the Harvard operating budget for student aid was reasonable in 2008 when the operating budget was 3.5 Billion, it gets expensive if the budget falls 25%! The same holds for your company … if you’re counting on future revenue to make up a new product launch loss, with the fickleness of the market, it might not be there!
  • Don’t get greedy.
    While high risk investments can pay off handsomely in a boom, they can also result in devastating losses in a bust. If you don’t have the money to lose, don’t take high risks. This also means that you don’t switch to an unproven sole-source supplier for a key component when only a handful of suppliers can make the part, that you don’t over-source or sole-source perishable or limited-supply commodities from natural disaster zones, and that you don’t just throw key functions over-the-wall to a new, unproven, BPO.