Breaking the gridlock
In such circumstances there is an absolute need to break this gridlock. The first step is to demonstrate to the customer CEO and board that innovation has been repeatedly offered and refused. This blockage is all the worse in cases where the provider’s contract team has failed to negotiate an automatic ‘right of reply’ and escalation to customer board level.
Once these problems are pinpointed there are proven techniques for addressing them. Governance, reporting and escalation procedures need to be built, under which any innovation offering a given level of potential savings requires escalation to senior management or even board level on both sides.
Summaries of innovation offered, accepted or rejected should form a regular ...
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