Communicate or ex-communicate?
“I have seen them going to other departments within our HQ if they do not receive the answer they want from us. Also, a constant issue is the interference of our end customer in this relationship that undermines our position.”
Project Director, UK Defence Customer
Your original vision was clear but, did you tell everybody, has it kept track of changing times, have the objectives lost focus? Who’s supposed to be responsible for holding all this together? In the usual business to business relationships the gaps between the organisations can be a real barrier to communication. Problems with openness and failures to connect are often the root causes of trouble that sap performance and value. These cover many examples of poor practice such as laziness, lack of organisation, siloing and commercial fears. If you don’t do something about this, trouble will sneak up and bite you.
“Everyone had full access to the information held electronically except the site people. They would start building from any drawings that were available so we blinkered them to stop accidents from happening!”
Chief Engineer, Global Construction Company
Your alliances will bring together people with special skills and knowledge into a team with a common purpose. Your processes both within and between the partner organisations must integrate; ‘speaking the same language’ is important to avoid misunderstandings. Your staff must know not only where they fit but how they fit with each other, both inside and outside of your organisation. They will also need to know what progress is being made, what developments are taking place and what is planned. Remember, communication is a two-way street and often the best ideas will come from staff at the grass roots so listening is just as important as broadcasting.
“We have created a huge number of opportunities for dialogue including embedding staff in each other’s organisations.”
Senior Project Manager, Power Equipment Supplier
Your Relationship Managers (who leap tall buildings in one bound) will establish the lines of communication and ensure that information flows are effective. They will do this by defining and managing the joint process and plan which includes formal and informal communications. This will be aimed at the team and other departments and, don’t forget external stakeholders such as the media, shareholders and so on. It will be put out there for all to see.
“Each week we get sales data on all our products from our partner. This is critical to our business. We have started working this way with other customers.”
Relationship Manager, Food Manufacturer
“All supply chain parties, including the end customer, attend planning meetings to discuss requirements, pool knowledge and resolve problems.”
Regional Director, Aviation Components Supplier