For those of us who have been in the information technology field for a while, resolving disputes is part of the job. I have been a project manager, project manager, and telecom expense management manager (just to name a few positions) and in each of these positions I encountered conflicts and had the opportunity to resolve various disputes.
Part of the job of a Project Manager is to solve problems on a daily basis. These can be as simple as working with a project team member and a functional manager to trade off the time needed to complete a task. Or it could be as complex as working with a project steering committee to determine if the project schedule should or will be delayed. Mediation can be used in either of these two examples.
In the former, where a project team member, project manager, and feature manager discuss the need for hours to complete a task, a project manager might play the role of a neutral and work with each side to understand the differences. between what the team member is estimating the amount of time needed to complete a task and the amount the role manager is willing to provide. In this case, this could be an informal mediation, casually completed.
In the second issue, the Steering Committee is deciding if a project should be delayed, formal mediation should probably occur between the Steering Committee and the Provider completing the work (if a provider is under contract). This mediation, while likely not planned during the project planning stage, could help both parties understand the underlying issues that are causing schedule delays and could help each party work better in the future.
As a Telecom Manager, I had the opportunity to manage a Telecom Expense Management group in more than one company. During this time I was aware of many of the disputes faced by telecom departments, telecom expense management companies and carriers. Sometimes, the relationships between the company that buys the voice or data services and the company that provides them can be antagonistic. This adversarial relationship can be due to unrealistic contract terms, CHFI Certification Cost
unmet service delivery metrics, or many other reasons, which can lead to a large number of disputes.
There are many potential uses for mediation in the telecommunications space. Mediations can occur between companies and their service providers to resolve disputes over lost service levels, contract disputes, credits to be received due to overbilling, and the list goes on. Mediations for these situations may be a formal session involving a neutral third party for larger disputes or the use of internal remedies for disputes that are smaller and less complex in nature.