Moving Beyond Traditional Dispute Resolution

by William A. Zucker

Many of Cutter Consortium's Executive Reports are intended to provide "how to" information -- this is not one of those reports. Although there will be a number of suggestions regarding the design and implementation of an appropriate system of conflict resolution (in the outsourcing context), the real purpose of this report is to stimulate people to think about conflict and its opposite -- collaboration. How do we resolve conflict today? Is a change necessary? Should we be considering modes of conflict resolution that enhance, rather than detract from, the outsourcing relationship? To answer these questions, this report will look at emerging business themes and the underlying rationale for existing approaches. It will summarize the parallel approaches to conflict resolution that have evolved from those approaches, analyze the pluses and minuses of the various approaches, and suggest different ways to use dispute resolution mechanisms to foster the purposes of outsourcing.

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Moving Beyond Traditional Dispute Resolution November 2000