Learning from the Flight Deck: Lessons for B2B SaaS Companies in Handling Critical Incidents

Fluctus

B2B SaaS companies can draw several lessons from the drills and exercises designed for the worst-case scenarios by US Aircraft Carrier crew members. While these lessons may not directly translate into the software industry, they can provide valuable insights for handling challenging situations and improving overall performance.

Preparedness

Aircraft Carrier crews undergo rigorous training to ensure they are prepared for various contingencies. Similarly, SaaS companies should prioritize preparedness by implementing robust disaster recovery plans, regularly testing backup systems, and conducting incident response drills. This helps in mitigating risks and minimizing downtime in critical situations. Let’s take one example — Navy’s incident response frameworks, such as the Damage Control Doctrine that have already inspired the development of similar frameworks in the cybersecurity industry. B2B SaaS companies have implemented incident response frameworks that outline protocols, roles, and communication channels during security incidents, ensuring a swift and coordinated response.

Teamwork and Communication

Effective teamwork and communication are essential for the success of an Aircraft Carrier crew. Similarly, SaaS companies should foster a collaborative and communicative culture among their teams. This includes clear channels of communication, promoting cross-functional collaboration, and encouraging knowledge sharing. Strong teamwork and communication help in addressing issues promptly and coordinating efforts effectively. One good example is Navy’s use of red teaming, where teams simulate adversarial attacks and vulnerabilities to test defense systems, has been replicated in the cybersecurity field. Similarly, some SaaS companies perform penetration testing or employ ethical hackers to identify weaknesses in their software and infrastructure, improving overall security.

Adapting to Change

Aircraft Carrier crews are trained to adapt quickly to changing circumstances and adjust their strategies accordingly. B2B SaaS companies should embrace a similar mindset by cultivating a culture of adaptability and agility. This involves staying updated with industry trends, monitoring customer needs, and being flexible in adjusting product roadmaps or strategies to meet evolving market demands.

Continual Learning

Aircraft Carrier crews engage in ongoing training to enhance their skills and knowledge. SaaS companies should prioritize continuous learning as well, investing in employee training programs and encouraging professional development. By fostering a learning culture, companies can improve the expertise of their teams and ensure they stay updated with the latest industry advancements. In more critical cases companies can benefit from the simulated exercises to test disaster recovery plans, practice incident response, and train employees on handling critical situations effectively.

Standardization and Documentation

Aircraft Carrier crews follow standardized procedures and extensively document their processes. SaaS companies can benefit from similar practices by establishing standard operating procedures, documenting best practices, and maintaining a knowledge base. Standardization and documentation help in maintaining consistency, improving efficiency, and facilitating smoother collaboration within the organization. It is not suprising that Navy’s emphasis on standardization and documentation has influenced the creation of SOPs (Standard Operating Procedures) in various industries, including B2B SaaS. Companies develop SOPs to ensure consistent processes, enhance efficiency, and facilitate knowledge sharing among teams.

Safety and Security

Aircraft Carriers prioritize safety and security measures to protect the crew and the vessel. Likewise, SaaS companies should prioritize data security, privacy, and compliance. Implementing robust security measures, conducting regular audits, and adhering to industry regulations help build trust with customers and safeguard sensitive information.

Resilience and Stress Management

Aircraft Carrier crew members face high-pressure situations, and they undergo training to develop resilience and stress management skills. SaaS companies can learn from this by providing resources and support to employees to manage stress effectively. Promoting work-life balance, encouraging regular breaks, and offering mental health programs contribute to a healthier and more productive work environment.

In a nutshell, hare a a list of key takeaways for B2B SaaS companies drawing inspiration from Navy practices:

• Embrace agility: adopt Agile principles to enable quick adaptation, iterative development, and cross-functional collaboration.
• Develop robust incident response frameworks: create protocols, roles, and communication channels for efficient and coordinated responses to security incidents.
• Conduct simulations and drills: simulate critical incidents to practice response strategies, identify areas for improvement, and enhance disaster recovery plans.
• Standardize processes: establish standard operating procedures (SOPs) to ensure consistency, efficiency, and knowledge sharing across teams.
• Invest in continuous learning: prioritize employee training programs, certifications, and professional development to stay updated with industry advancements.
• Prioritize cybersecurity: implement red teaming exercises, penetration testing, and other security measures to identify vulnerabilities and enhance overall system defenses.
• Foster teamwork and collaboration: promote cross-functional collaboration, effective communication, and shared knowledge to enhance coordination and problem-solving capabilities.
• Learn from post-incident analysis: conduct thorough reviews of incidents to identify root causes, learn lessons, and continually improve incident response and recovery processes.
• Test backup and recovery procedures: regularly test and validate backup systems and recovery plans to ensure readiness in the event of system failures or data loss.
• Cultivate a culture of resilience: promote resilience, stress management, and work-life balance to support employee well-being and maintain productivity in challenging situations.

Remember, these takeaways are inspired by Navy practices and need to be adapted to the unique context of your SaaS company.