I’ve discovered another golden building block in my ongoing effort to construct The Ultimate Guide to Ethical and Effective GRC (are you listening, Wiley, HBS, and Penguin/Portfolio?).
Recently, I’ve been studying GRC talent preferences as well as the makeup of operational risk councils (or risk committees), which seem to exist in every leading GRC organization. More recently, I’ve been honing in on the art and science of “exception management.”
I want to hear from you about this pivotal process. How do you handle exception management? What works? What doesn’t?
Exception management is the process by which people respond to the information that GRC technology spits out. As those of you with GRC application experience know, these tools can spit out a deluge of information. That’s why I love this topic; it blasts all of the core business elements to center stage: people, process, and technology.
When executed correctly, exception management enables the organization’s investment in GRC technology to generate valuable returns; it also helps business process owners take on greater GRC responsibility (without too much extra heavy lifting).
However, if exception management is ignored or botched – and it often is – the technology and the entire GRC program can falter. (One internal audit executive told me about a real-life situation in which an application continually e-mailed exception alerts – about a potentially major internal controls red flag – to a manager who no longer worked at the company.) more