bc

Conflict Resolution
Process
Contacts: Karan Singh
Jeremy Lagomarsino

March 2000
Copyright© 1998 Bain & Company, Inc.
Conflict Resolution Process
Linkage Issues: Definition
Issue Identification & Classification Issue Resolution
Issue Issue to be Role of
Description Resolved by: Program Office
• Issues relating to • CPR teams • Provide high level
Process inputs/outputs, impacted tracking
Process
CPR Linkage organization, metrics, • Play facilitative
CPR Linkage
Team Issues incentives and tools role in issue
Team Issues
resolution

CPR
CPR
Team • Issues that are cross • CPR Program • Play facilitative
Issues

Team “White
“White processes and are Office and CPR and driving role in
Classification Space”
of Issues Space” currently not being teams impacted issue resolution
(CPRPO) Linkage addressed by CPR
Linkage
CPR Issues teams
CPR Issues
Team • High priority issues
Team

• Issues focused • Solutions • Determine issues

CPR Technology
CPR Technology on IT generated by that need to be
Team Linkage infrastructure Global Program escalated to
Team Linkage
Issues Management Global Program
Issues
Office Management
• Solutions Office
implemented by
CPR teams
Core Process Redesign Toolkit
BOS CONFLICTRESOL 2
UTION1
 Conflict Resolution Process
Process Linkages: Issue Resolution Process

CPR Program Office Role - Facilitator of Issue

CPR Office Determine

Escalated “Issue Issue Resolve Communicate
Issues* Owner” Resolution
Participants
Identify Define/Scope
Linkage Classify
Issues
Issues/ Issues CPR Program Office Role -Tracking of Key Issues
Gaps
Non- Determine
Define
Escalated Issue
“Issue Resolve Communicate
Issues Resolution
Owner”
Participants

*Criteria for Escalation: • Resolution is stalled

• Cost of not resolving is high
- impacts multiple processes
- lack of progress diminishes
CPR progress

Person Responsible for • Executive sponsor

Making “Escalation” and CPR project
Decision: leader

Core Process Redesign Toolkit

BOS CONFLICTRESOL 3
UTION1
 Conflict Resolution Process
“White Space” Linkages: Issue Resolution Process

Define Determine
Identify Define/ Prioritize
Classify Issues
“Issue Issue
Linkage Scope
Issues - impact Owner” Resolution Resolve Communicate
Issues/ Issues
- urgency - CPR Participants
Gaps High office

Low

No
Quickly Yes
Fix
Issues?
Who:
• Teams • Teams • Linkage • Linkage
• Linkage Roundtable Roundtable
Roundtable
When:
• Ongoing • Bi-weekly • Bi-weekly • Bi-weekly
How:
• Brown Bag Lunches
• CPR team newsletter
• CPR Linkage Summits
• Kick-off meeting with team leaders • Folders
• Team/sector web sites

Core Process Redesign Toolkit

BOS CONFLICTRESOL 4
UTION1