THE PROCESS OF CRISIS MANAGEMENT: A CASE IN A PRIVATE TURKISH BANK

Nowadays, organizations are exposed to various types of crises. these crises can be classified according to sources as inter-organizational and external organizational. economic environment, terrorism, technology, natural disasters are mentioned as external factors. meanwhile insufficient managers, life cycle of organization, financial structure are mentioned as internal factors of organizations causing crisis. considering on the basis of industries, organizations can implement different crisis management processes to protect organizational reputation and to overcome the crisis. in times of crisis, having a sustainability process is due to applying effective protection management planning of reputation. in this work, initially the definitions of the sorts of crisis and its qualities are quoted, following the descriptions; the crisis management operations are examined. the emergency action plans for crisis situation of a turkish private commercial bank, being applied by the banks’ branches and head office are examined. as a result of examining the action plans, it can be stated that the problems caused by crisis are classified according to predetermined risk levels; following due to this classification, the authority and responsibilities of bank management is taken shape to the hierarchical and functional structure. according to the interview with executive risk manager, it is considered that bank has an effective process in terms of protection its reputation and overcoming against potential crisis.