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Management Lessons From SARS

Copyright by Arupa Tesolin June 2003. 

Living near Toronto Canada we have been at the forefront of the SARS (severe acute respiratory system) crisis since it’s eruption in early April with 33 deaths in the Toronto area to date.  As you probably know SARS is a severe from of pneumonia, accompanied by a fever.  It’s believed to spread via droplets through coughing, sneezing and face-to-face contact with an ill person. 

As a management case the considerable learning gains from SARS has prepared us better to deal with the potential impact of an unknown disease in our modern workplaces. 

As with most crises there are both myths and realities.  The myths was that anyone in Toronto was in danger of contracting SARS.  In reality the community at large  was mostly safe from exposure and all initial cases traced back to an infected individual or hospital facility where infected individuals were treated.  The most prevalent concerns have been and continue to be among health care staff, primarily nurses and patient care attendants.  Many of these have been forced into “work quarantine” with contact outside their workplace forbidden during the 10-day incubation period and a requirement to wear masks in the presence of family members at home.

Well managed and publicly lauded involvement from local health and provincial officials in Public Safety helped both the public and business to manage the crisis by providing a high level of clear and up-to-date information.  Both provincial and federal levels of government and employers were fairly responsive in providing some form of wage compensation for workers affected by quarantine.

Most people including employees of companies were highly informed.  HR Reporter, a top Canadian HR publication reported that 82% of 400 companies surveyed provided SARS education for employees.  Most often this was in the form of informal meetings and information sharing.  Tele-conferencing became a popular way to update and strategize.

Most companies provided some directives to employees aimed at identifying symptoms so that workplace exposure could be restricted.  Employees who were experiencing fever or cough were advised to notify their company and to stay home for the duration of their illness.  Information intake regarding employees and visitors to workplaces was increased so that tracking could be done if necessary.  Sanitation products were dispensed at workplaces and reception areas for mandatory disinfection before entering.

People who had been in contact with SARS victims were quarantined and tracked.  Fines and other stringent measures were in place to ensure quarantined people did not violate their quarantine.  In one high tech workplace an employee who returned to work on the 10th and last day of the quarantine period forced 200 employees of that company to be sent home for a 10-day quarantine period.

SARS created a need for business continuity plans to keep essential business operations going.  Some companies created “clean teams” and sent home part of their workforce so that they could be recalled if other workers became infected.

  Management lessons learned boiled down to the following:

1.  Show good leadership in keeping updated and managing SARS

2.  Update sick leave policies and information gathering

3.  Engage business continuity planning

4.  Restrict non-essential travel for employees

5.  Review workplace emergency policies for improvements.

  No doubt SARS affected us in large ways.  Before in professional circles it was considered a sign of commitment to come to work sick with a cold or flu.  No more.  SARS has permanently changed our work world.

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Arupa Tesolin is the founder of Intuita, a strategic learning company and "The Intuita 3-MINUTE SOLUTIONS^TM" for INTUITION, INNOVATION, VISION, & STRESS. The Intuita On-Line Learning Institute offers management & employee training programs thru your desktop. She is the recognized author of numerous international articles on intuition in business, a trainer, speaker and consultant. 905.271.7272, www.intuita.com, or email.