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How do you manage conflicts in the performance measurement process for strategic alliances?

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How do you manage conflicts in the performance measurement process for strategic alliances? This is a common challenge for business relationship managers (BRMs) who need to align the goals, expectations, and incentives of multiple partners. In this article, you will learn some practical tips to avoid or resolve conflicts that may arise from measuring the performance of your strategic alliances.

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Danish Butt

The General Counsel's Transformation Partner | Transforming Legal Teams from Cost Centers to Strategic Partners |…

1 Define clear and relevant metrics

One of the first steps to prevent conflicts is to define clear and relevant metrics that reflect the value proposition, objectives, and contributions of each partner in the alliance. These metrics should be agreed upon by all parties and documented in the alliance contract or charter. They should also be aligned with the overall strategy and vision of the alliance, as well as the individual interests and capabilities of the partners. By defining clear and relevant metrics, you can avoid ambiguity, confusion, and mismatched expectations that may lead to disputes later on.

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Danish Butt

The General Counsel's Transformation Partner | Transforming Legal Teams from Cost Centers to Strategic Partners | Global Legal Operations Expert | Managing Director at Swiftwater
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Create a meaningful relationship charter 1. Vision, Mission, Business Goals & Thesis 2. WIIFM - What’s In It For Me (individually)? 3. WIIFU - What’s In It For Us (together)? 4. Alliance success criteria 5. Roles & responsibilities 6. Scope of operation 7. Guiding Philosophy 8. Escalation process 9. Stakeholders Attach an operational plan 1. Onboarding 2. Operations 3. Resources 4. Task List 5. Timeline 6. Metrics Revisit it during annual reviews

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2 Communicate regularly and transparently

Another key step to manage conflicts is to communicate regularly and transparently with your alliance partners about the performance measurement process. This means sharing the data, methods, tools, and results of the performance measurement in a timely and consistent manner. It also means soliciting and providing feedback, acknowledging successes and challenges, and addressing any issues or concerns that may arise. By communicating regularly and transparently, you can build trust, rapport, and mutual understanding with your alliance partners, as well as identify and resolve any potential conflicts before they escalate.

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Danish Butt

The General Counsel's Transformation Partner | Transforming Legal Teams from Cost Centers to Strategic Partners | Global Legal Operations Expert | Managing Director at Swiftwater
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Leverage Transactional and/or Time-based tools, e.g. 1. Steering Committee Meetings 2. Periodic Status Updates 3. Task / Team Meetings 4. Annual Evaluations 5. Remediation Plans 6. Action Plans 7. Reports Only leverage ones that are productive & necessary Memorialize communications in writing for transparency & accuracy

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3 Involve and empower stakeholders

A third step to manage conflicts is to involve and empower the stakeholders who are affected by or responsible for the performance measurement process. These may include the alliance managers, the operational teams, the senior executives, and the customers of the alliance. By involving and empowering these stakeholders, you can ensure that they have a voice, a role, and a stake in the performance measurement process. You can also leverage their insights, expertise, and perspectives to improve the quality and validity of the performance measurement. By involving and empowering stakeholders, you can foster a sense of ownership, commitment, and accountability among the alliance partners.

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Danish Butt

The General Counsel's Transformation Partner | Transforming Legal Teams from Cost Centers to Strategic Partners | Global Legal Operations Expert | Managing Director at Swiftwater
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Create an atmosphere of transparency Escalation should not be discouraged It's okay to escalate for review Is it okay to escalate to keep an eye And, of course when you have an issue It is empowering if - Executive takes action OR - Executive sends issue back to the team It is key to note that many times escalation and conflicts can be resolved faster with executive involvement therefore the team should feel empowered and comfortable to keep the executives updated on the happenings

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4 Adapt and adjust as needed

A fourth step to manage conflicts is to adapt and adjust the performance measurement process as needed to reflect the changes and dynamics of the alliance. Alliances are not static, but evolve over time in response to internal and external factors. Therefore, the performance measurement process should also be flexible and responsive to the changing needs, goals, and expectations of the alliance partners. By adapting and adjusting the performance measurement process, you can ensure that it remains relevant, realistic, and fair for all parties. You can also avoid conflicts that may arise from outdated, inaccurate, or inappropriate metrics.

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5 Seek external support if necessary

A fifth step to manage conflicts is to seek external support if necessary to facilitate or mediate the performance measurement process. Sometimes, despite your best efforts, conflicts may persist or escalate among the alliance partners due to different interpretations, opinions, or interests regarding the performance measurement. In such cases, it may be helpful to seek external support from a third party, such as a consultant, a mediator, or an arbitrator, who can provide an objective, impartial, and expert perspective on the performance measurement process. By seeking external support, you can resolve conflicts in a constructive, respectful, and professional manner.

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6 Learn and improve continuously

A sixth and final step to manage conflicts is to learn and improve continuously from the performance measurement process. The performance measurement process is not only a tool to monitor and evaluate the results of the alliance, but also a source of learning and improvement for the alliance partners. By learning and improving continuously, you can identify the best practices, the lessons learned, the gaps and opportunities, and the areas for improvement in the performance measurement process. You can also apply these insights to enhance the performance, value, and satisfaction of the alliance partners.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you manage conflicts in the performance measurement process for strategic alliances?

1

2

3

4

5

6

7

1 Define clear and relevant metrics

2 Communicate regularly and transparently

3 Involve and empower stakeholders

4 Adapt and adjust as needed

5 Seek external support if necessary

6 Learn and improve continuously

7 Here’s what else to consider

Business Relationship Management

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How do you manage conflicts in the performance measurement process for strategic alliances?

1

2

3

4

5

6

7

1 Define clear and relevant metrics

2 Communicate regularly and transparently

3 Involve and empower stakeholders

4 Adapt and adjust as needed

5 Seek external support if necessary

6 Learn and improve continuously

7 Here’s what else to consider

Business Relationship Management

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