Adaptive Enterprise Resilience Management: Adaptive Action Design Research in Financial Services Case Study

Resilience is the ability of an enterprise to absorb, recover and adapt from a disruption. Being resilient is a complex undertaking for enterprises operating in a highly dynamic environment and striving for continuous efficiency and innovation. The challenge for enterprises is to offer and run a customer-centric and interdependent large portfolio of resilient services. The fundamental research question is: how to enable service resilience in the practical enterprise resilience context? This paper addresses this important research question, and reports findings from on-going (2014-2016) research on adaptive enterprise resilience management in an Australian financial services organization (FSO). This research is being conducted using the adaptive action-design research (ADR) method to iteratively research, develop and deliver the desired resilience framework in short increments. This paper presents the overall evolved adaptive enterprise resilience management framework and its "service resilience" element details as one of the key outcomes from the second adaptive ADR increment.