Case study: Partnership working
Vessels
Customer service organisation and its outsourced call centre partner
The Charterer
Captains of each vessel
Departing from
Two teams working across organisational boundaries, where 1 delivered a service to the other, had developed a rather adversarial relationship and recognised that they were not benefiting from having a partnership approach.
Destination
To develop a partnership approach that enables the team members to work together more effectively and ultimately to save money.
Prior to attending a joint ‘Breaking Down the Barriers’ workshop, the participants completed a questionnaire to assess the current climate between the two parties, which was analysed by the facilitator. This analysis was fed back to the participants at the workshop and enabled a very open and honest debate about the reality of the situation and its impact on business performance. The necessity for change was clear, and the team members were able to jointly develop a vision for future working. The remainder of the workshop focused on the formulation of an action plan to move them from where they were towards their vision.
The action plan was implemented and monitored through regular management meetings with representation from both team.
Six months later a further workshop was held – the questionnaire was repeated and a significant improvement in climate was recorded by both sides.
Skipper's comments
The ‘Breaking Down the Barriers’ process has created a step change in the relationship. The process has allowed people to feel more at ease saying what’s good for them – and what’s not so good, it gave them the framework for having that ‘uncomfortable debate’. The two businesses now share objectives, they work together on initiatives and there is greater transparency – it allows them to arrive at the best view, rather than taking their positions. The teams are working together much more effectively, and issues are getting dealt with between the team members, rather than escalated to the management. The more effective working has actually led to cost savings for both businesses.
Guests' comments about the workshops
- “The workshop helped me to understand in more details some of the drivers they have, and how they compare with ours.
- “The day culminated in honest, openness and sharing, that has spilt over to our day to day dealings.”
- “ As the day progressed both parties opened up more. This was a very positive step forward.”
- “A good session that was vital in helping the relationship to mature and improve.”
