Industry: U.S. Air Force and Aerospace Manufacturing
Business units affected: Air Force Test Wing, Air Force Finance
Office, and Aerospace Manufacturer of jet fighter planes
Description of the problem situation:
Two Air Force Test pilots were killed while testing design modification to new jet fighter planes.
The Air Force Test Pilots believed the two crashes were caused by a design failure.
The manufacturing company believed the crashes were due to pilot error.
The Air Force Test Pilots petitioned the Air Force Finance Office to withhold payments to the manufacturer.
The manufacturer believed the withholding of payments violated the contract that governed the project.
Increasing hostilities on both sides created the threat of expensive and protracted
lawsuits.
Steps used to resolve the problem:
Phase One: A shuttle mediation technique was employed at the outset, allowing each party to release associated emotions and to state their position and desired outcome. Each party was then encouraged to identify their underlying interests, which for all parties focused on the development of a safe and reliable airplane.
Phase Two: The parties identified representatives and a meeting was held at a neutral location. A meeting format was agreed upon. Roles and responsibilities were identified and agreed upon.
Phase Three: Each party stated their desired outcome.
Phase Four: An agreement was negotiated that identified actions to be taken and the responsible parties, timelines, milestones, and the objective measures of success.
Benefits realized by the client:
The parties reached an acceptable agreement that prevented a lengthy and expensive court case.
The parties improved their ability to work through problem situations, and acquired the new skills for resolving future situations in a constructive manner.
Payments were continued to the manufacturer, and the performance defect was identified and repaired to the satisfaction of the Air Force Test Wing.
