Abstract

This paper proposes a multi-criteria approach to identify the most relevant processes in a sanitary company that could affect continuity of service based on their legal impact, image, financial, environmental and social. Currently business continuity planning and contingency planning are elements of control that companies manage to determine the availability of their most critical processes in the event of an outage. Having a ranking of processes that may be more critical for the organization is vital for sustainable development and/or even the survival of any organization. A case study has been carried out in a sanitary company in Chile prioritizing critical processes that could allow develop an investment policy among other benefits. We have considered five business impacts as essential to be compared for each of the eight critical processes that possesses the organization. For the critical processes prioritization expert point of views, empirical data and by applying AHP the results are released, allowing enterprise to generate an investment plan and risk mitigation.