Mediation in logistics conflicts
The increasing complexity of logistics requirements, mounting competition and price pressure and more and more outsourcing of services mean that conflicts between customers and logistics service providers are the order of the day. Recourse to law is often the only possible solution. Mediation represents a more modern approach, one that is aimed at cooperation. In the process of mediation, complex conflicts are resolved with the assistance of an experienced, specialised mediator.
METROPLAN Engineering supports customers in resolving complex problems related to logistics, thereby helping to avoid costly and laborious legal disputes. As mediators, we combine methodical knowledge, communicative tact and technical logistics know-how to assess and resolve such conflicts. The primary objective is to get the parties in dispute back to the negotiating table and enable continued cooperation based on consensus.
METROPLAN Engineering supports customers in resolving complex problems related to logistics, thereby helping to avoid costly and laborious legal disputes. As mediators, we combine methodical knowledge, communicative tact and technical logistics know-how to assess and resolve such conflicts. The primary objective is to get the parties in dispute back to the negotiating table and enable continued cooperation based on consensus.
Sequence of a mediation process in five steps:
Phase 1: Understanding the situation
The mediator reviews all the available data with the goal of developing the greatest possible understanding of the contract subjects and the technical implementation of the requirements on a day-to-day basis. What actual processes are in place? What does the technological implementation look like? What interfaces have been defined? etc.
Phase 2: Understanding the opposing interests
The interests of the parties in conflict must be clarified in separate discussions prior to the actual mediation process. The objective here is to identify the actual sore points of the relevant parties which have not been openly communicated during negotiations. Obtaining knowledge about the real interests of the parties in conflict, which must be handled confidentially at all times, is an essential prerequisite for the mediation process.
Phase 3: Quantification and qualification of the partial conflicts
In the case of complex conflicts, the various partial conflicts are summarised in separate negotiation units, e.g. in KPI (Key Performance Indicator) fulfilment or qualitative service provision, process changes or remuneration structures. The partial conflicts within the negotiation units are then quantified and assessed in monetary terms.
Phase 4: Establishment of the cause of the conflict
For the conciliation process, it is crucial that both parties develop an understanding of the extent to which they themselves have contributed to creating the conflict situation. A personal assessment by the mediator in the sense of an arbitration verdict is not given, since the parties must find a solution independently and reach a consensus.
Phase 5: Development of solutions
The aim is the restoration of a long-term and trusting cooperation. Accordingly, compliance with the following criteria must be taken into account: Solutions must be arrived at by mutual consensus, in order to ensure long-term acceptance. Solutions must also minimise the conflict potentials that have resulted from the previous partial conflicts.
Range of services
- Visualisation, qualification and quantification of (partial) conflicts
- Establishment of the cause of the conflict
- Development of suitable and acceptable solutions
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