There's lots happening for new dispute resolution services for small business people. The Small Business Commissioner (SBC) model is being rolled out across Australia. Explanation of developments.
An aircraft manufacturer was in trouble. A full order book stretched out for many years, but work practices and the computer applications supporting them were proving so inflexible that they were losing money. They desperately needed to change and turned to their biggest IT supplier to ask if they could help them.
This was an unusual request to the computer manufacturer, but in time the sales team discovered a 'skunk works' in the company looking into this very issue---how to develop a higher value relationship with customers through better integration of people, technology and the needs of the business---and arrangements were made for the researchers to present their ideas to a high level meeting in the aircraft company. A lengthy discussion ensued on the design of new work environments, which continued for several hours after the visitors left. The conclusion was expressed to the visitors as 'we're not sure where, but there's a pony in there somewhere' when the customer called to accept the proposed next steps and request some additional ones.
Over the next several months, a number of lengthy discussions took place between executives from the two companies. The people involved had all made their way to senior positions in global high-tech companies, but were creatures of very different cultures. They found they could talk to each other in their meetings with an openness and candour they could never show with their company colleagues. Holy grails and dead elephants could all be safely raised and challenged. Clarity emerged, and so did a new, trustful way of working.
A stage came when the aircraft company was planning a new product range. The relationship led them to invite the IT supplier to work with them on the life cycle business model for the new aircraft. Scores of professionals were tempted out to take part in this temporary assignment in California. They brought with them just what was needed--- relevant knowledge and experience, an independent perspective and above all a straightforward, humble readiness to pitch in where they could and do their best to help as colleagues.
The work was challenging, fun and a different experience for everyone involved. People talked freely to each other in what became an extraordinarily productive environment. Even so, nobody expected it to achieve as much as it did. The value of the savings that the collaboration identified entirely eclipsed the already high value of the business being done between the companies and formed basis of a new way of doing business.
I raise this as a possible approach by which independents could, in time, work together to go after opportunities of high value. I see nothing that the IT company did in this story that could not, in principle, be done by independents. The key lies in how people behave towards one another, not the structures they work in.
What do you think about Dick's thoughts on this issue? If you would like to contribute your own thoughts, please e-mail your contribution to us at: dickdavies@contractworld.com.au.
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