Collaborative business relationship management systems -- Framework

Systèmes de gestion collaborative d'une relation d'affaire -- Cadre de travail

General Information

Status

Published

ICS

03.100.01 - Company organization and management in general

Technical Committee

ISO/TC 286 - Collaborative business relationship management

Drafting Committee

ISO/TC 286 - Collaborative business relationship management

Current Stage

4060 - Close of voting

Start Date

08-Nov-2016

Completion Date

07-Nov-2016

Ref Project

RELATIONS

Incorporated Into

ISO 44001:2017 - Collaborative business relationship management systems -- Requirements and framework

Effective Date

24-Dec-2016

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DRAFT INTERNATIONAL STANDARD
ISO/DIS 11000.2
ISO/PC 286 Secretariat: BSI
Voting begins on: Voting terminates on:
2016-09-12 2016-11-06
Collaborative business relationship management
systems — Framework
Systèmes de gestion collaborative d’une relation d’affaire — Cadre de travail
ICS: 03.100.01
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL,
This document is circulated as received from the committee secretariat.
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 11000.2:2016(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
PROVIDE SUPPORTING DOCUMENTATION. ISO 2016
---------------------- Page: 1 ----------------------
ISO/DIS 11000.2:2016(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2016, Published in Switzerland

or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior

written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of

the requester.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii © ISO 2016 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/DIS 11000
Contents Page

Introduction ................................................................................................................................................................... vi

1 Scope ....................................................................................................................................................................1

2 Normative references ....................................................................................................................................1

3 Terms and definitions ....................................................................................................................................1

4 Context of the organization ..........................................................................................................................6

4.1 Understanding the organization and its context ..................................................................................6

4.2 Understanding the needs and expectations of stakeholders ...........................................................6

4.3 Creation of value ..............................................................................................................................................6

4.4 Determining the scope of the Collaborative Business Relationship management

system ..................................................................................................................................................................6

4.5 Collaborative Business Relationship management system..............................................................7

5 Leadership ..........................................................................................................................................................7

5.1 Top Management, leadership and commitment ...................................................................................7

5.2 Policy ....................................................................................................................................................................7

5.3 Organization roles, responsibilities and authorities ..........................................................................8

5.3.1 Top management .............................................................................................................................................8

5.3.2 Establishment of Operational Governance structure .........................................................................8

5.3.3 Senior executive responsible ......................................................................................................................9

6 Planning ..............................................................................................................................................................9

6.1 Actions to address threats and opportunities .......................................................................................9

6.2 Collaborative Business Relationship objectives and planning to achieve them ......................9

6.3 Identification and prioritization of Collaborative Business Relationships ............................. 10

6.3.1 General ............................................................................................................................................................. 10

6.3.2 Identification of opportunities for collaboration ............................................................................. 11

7 Support ............................................................................................................................................................. 11

7.1 Resources ........................................................................................................................................................ 11

7.2 Competence and behaviour ...................................................................................................................... 11

7.3 Personnel awareness .................................................................................................................................. 11

7.4 Communication ............................................................................................................................................. 12

7.5 Documented information .......................................................................................................................... 12

7.5.1 General ............................................................................................................................................................. 12

7.5.2 Creating and updating ................................................................................................................................. 12

7.5.3 Control of documented information ...................................................................................................... 12

7.5.4 Record of collaborative competencies .................................................................................................. 13

7.5.5 Corporate relationship management plan .......................................................................................... 13

8 Operation ......................................................................................................................................................... 13

8.1 Operational planning and control .......................................................................................................... 13

8.2 Operational awareness — Stage 1 .......................................................................................................... 14

8.2.1 Duties of Senior Executive Responsible ............................................................................................... 14

8.2.2 Application and validation of Operational Governance structure ............................................. 15

8.2.3 Identification of operational objectives ............................................................................................... 15

8.2.4 Establishment of value analysis process .............................................................................................. 15

8.2.5 Identification and prioritization of Collaborative Business Relationships ............................. 15

8.2.6 Development of competencies and behaviours ................................................................................ 15

8.2.7 Initial risk assessment ............................................................................................................................... 16

8.2.8 Establishment of the Relationship Management Plan .................................................................... 16

8.3 Knowledge — Stage 2 .................................................................................................................................. 17

8.3.1 Strategy and business case ....................................................................................................................... 17

8.3.2 Identification of key individuals' competences and behaviours ................................................ 19

8.3.3 Knowledge management ........................................................................................................................... 19

8.3.4 Supply chain and extended enterprise threats and opportunities ............................................ 19

8.3.5 Implementation of risk management process ................................................................................... 20

8.3.6 Evaluation of the business case ............................................................................................................... 20

8.3.7 Incorporation of knowledge into the Relationship Management Plan..................................... 21

8.4 Internal assessment — Stage 3 ................................................................................................................ 21

8.4.1 Capability and environment for collaboration .................................................................................. 21

8.4.2 Assessment of strengths and weaknesses ........................................................................................... 22

8.4.3 Assessment of collaborative profile ...................................................................................................... 22

8.4.4 Appointment of collaborative leadership ........................................................................................... 22

8.4.5 Definition of partner selection criteria ................................................................................................ 22

8.4.6 Implementation of the Relationship Management Plan ................................................................ 23

8.5 Partner selection — Stage 4 ..................................................................................................................... 23

8.5.1 Nomination of potential collaborative partners ............................................................................... 23

8.5.2 Partner evaluation and selection ........................................................................................................... 24

8.5.3 Development of engagement and negotiation strategy for collaboration .............................. 24

8.5.4 Initial engagement with potential partners ....................................................................................... 24

8.5.5 Assessment of joint objectives ................................................................................................................ 24

8.5.6 Assessment of joint exit strategy ............................................................................................................ 24

8.5.7 Selection of preferred partners .............................................................................................................. 24

8.5.8 Initiation of Joint Relationship Management Plan ........................................................................... 25

8.6 Working together — Stage 5 .................................................................................................................... 25

8.6.1 Establishment of the joint governance structure ............................................................................. 25

8.6.2 Joint knowledge management process ................................................................................................ 27

8.6.3 Establish Joint risk management process ........................................................................................... 27

8.6.4 Operational process and systems review ............................................................................................ 28

8.6.5 Measurement of delivery and performance ....................................................................................... 28

8.6.6 Improvement of organizational collaborative competence ......................................................... 29

8.6.7 Establishment of a joint issue resolution process ............................................................................ 29

8.6.8 Establishment of a Joint Exit Strategy ................................................................................................... 29

8.6.9 Agreements or contracting arrangements .......................................................................................... 30

8.6.10 Establishment and Implementation of the Joint Relationship Management Plan ............... 30

8.7 Value creation — Stage 6 ........................................................................................................................... 31

8.7.1 Establishment of the value creation process ..................................................................................... 31

8.7.2 Identification of improvement and setting of targets ..................................................................... 31

8.7.3 Utilization of learning from experience ............................................................................................... 32

8.7.4 Updating of the Joint Relationship Management Plan .................................................................... 32

8.8 Staying together — Stage 7 ....................................................................................................................... 32

8.8.1 Oversight by the Senior Executives Responsible .............................................................................. 33

8.8.2 Management of the joint relationship .................................................................................................. 33

8.8.3 Implementation of monitoring of behaviour and trust indicators ............................................ 33

8.8.4 Continual value creation ........................................................................................................................... 33

8.8.5 Delivery of joint objectives ....................................................................................................................... 34

8.8.6 Analysis of results ........................................................................................................................................ 34

8.8.7 Issue resolution ............................................................................................................................................ 34

8.8.8 Maintenance of the Joint exit strategy .................................................................................................. 34

8.8.9 Maintenance of the Joint Relationship Management Plan ............................................................ 34

8.9 Exit strategy activation — Stage 8 .......................................................................................................... 35

8.9.1 Initiation of disengagement ...................................................................................................................... 35

8.9.2 Business continuity ...................................................................................................................................... 36

8.9.3 Evaluation of the relationship .................................................................................................................. 36

8.9.4 Future opportunities ................................................................................................................................... 36

8.9.5 Review and updating of the Relationship Management Plans ..................................................... 36

9 Performance evaluation ............................................................................................................................. 36

9.1 Monitoring, measurement, analysis and evaluation ....................................................................... 36

9.1.1 General ............................................................................................................................................................. 36

9.1.2 Exit evaluation ............................................................................................................................................... 36

9.2 Internal audit ................................................................................................................................................. 37

9.3 Management review .................................................................................................................................... 37

10 Improvement .................................................................................................................................................. 38

10.1 Nonconformity and corrective action ................................................................................................... 38

10.2 Continual improvement ............................................................................................................................. 38

Annex A (informative) Assessment checklist .................................................................................................. 39

Annex B (informative) Relationship management plan .............................................................................. 43

Annex C (informative) Competencies and collaborative behaviour ....................................................... 46

Annex D (informative) Relationship maturity matrix .................................................................................. 48

Annex E (informative) Exit strategy .................................................................................................................... 51

E.1 Overview .......................................................................................................................................................... 51

E.2 Operational awareness ............................................................................................................................... 51

E.3 Knowledge ....................................................................................................................................................... 51

E.4 Internal assessment ..................................................................................................................................... 51

E.5 Partner selection .......................................................................................................................................... 52

E.6 Working together ......................................................................................................................................... 52

E.7 Value Creation ................................................................................................................................................ 52

E.8 Staying together ............................................................................................................................................ 52

E.9 Exit Strategy activation ............................................................................................................................... 52

Annex F (informative) Description of business relationship types ......................................................... 53

Annex G (informative) Application guidance .................................................................................................. 55

G.1 General ............................................................................................................................................................. 55

G.2 Common themes of relationship management .................................................................................. 55

G.3 Planning ........................................................................................................................................................... 56

G.4 Competence and Behaviour ...................................................................................................................... 56

G.5 The lifecycle Framework ........................................................................................................................... 56

G.5.1 Overview .......................................................................................................................................................... 56

G.5.2 Operational awareness Stage 1 ............................................................................................................... 57

G.5.3 Knowledge Stage 2 ....................................................................................................................................... 58

G.5.4 Internal assessment Stage 3 ..................................................................................................................... 59

G.5.5 Partner selection Stage 4 ........................................................................................................................... 60

G.5.6 Working together Stage 5 .......................................................................................................................... 60

G.5.7 Value creation Stage 6 ................................................................................................................................. 61

G.5.8 Staying together Stage 7 ............................................................................................................................. 61

G.5.9 Exit strategy activation Stage 8 ................................................................................................................ 62

The aim of this document is to establish the requirements of a strategic lifecycle framework to improve

collaborative business relationships in and between organizations of all sizes. Collaborative business

relationships in the context of this International Standard can be multidimensional (see Figure 1). They

may be one- to -one relationships or networked relationships involving multiple parties.

Figure 1 — Multidimensional relationships

This standard addresses both the overall requirements to establish a Management System and

operational process requirements for specific or individual organizational relationship engagement

(see Figure 2). The framework addresses a number of themes that cascade from the high level

management system and will vary within the context and maturity of a specific relationships lifecycle.

These evolving themes impact the behaviours and organizational culture of collaborating organizations

to ensure they are effective, optimized and deliver enhanced benefit to the stakeholders through

collaborative approaches.
© ISO 2016 – All rights reserved
---------------------- Page: 6 ----------------------
DRAFT INTERNATIONAL STANDARD ISO/DIS 11000
Collaborative business relationship management systems —
Framework
1 Scope

This document specifies requirements for the effective identification, development and management of

Collaborative Business Relationships within or between organizations. Whilst this document principally

addresses the management system of an organization it also recognizes that effective collaboration

requires two or more organizations to engage together, therefor it is necessary that management

systems accommodate the joint activities of the parties.

This document is applicable to private and public organizations of all sizes, from large multinational

corporations and government organizations, to non-profit organizations and micro/small businesses.

Application of and/or compliance with this document can be on several different levels, for example:

 a single application (including operating unit, operating division, single project or programme,

mergers and acquisitions);

 an individual relationship (including one-to-one relationships, alliance, partnership, business

customers, joint venture);

 multiple identified relationships (including multiple partner alliances, consortia, joint ventures,

networks, extended enterprise arrangements, and end–to-end supply chains); and
 full application organization-wide for all identified relationship types.
2 Normative references
There are no normative references.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.

ISO and IEC maintain terminological databases for use in standardization at the following addresses:

• IEC Electropedia: available at http://www.electropedia.org/
• ISO Online browsing platform: available at http://www.iso.org/obp
3.1
organization

person or group of people that has its own functions with responsibilities, authorities and relationships

to achieve its objectives (3.8)

Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation,

firm, enterprise, authority, partnership, charity or institution, or part or combination thereof, whether

incorporated or not, public or private.
© ISO 2016 – All rights reserved
---------------------- Page: 7 ----------------------
ISO/DIS 11000
3.2
interested party (preferred term)
stakeholder (admitted term)

person or organization (3.1) that can affect, be affected by, or perceive themselves to be affected by a

decision or activity
3.3
requirement
need or expectation that is stated, generally implied or obligatory

Note 1 to entry: “Generally implied” means that it is custom or common practice for the organization and

stakeholders that the need or expectation under consideration is implied.

Note 2 to entry: A specified requirement is one that is stated, for example in documented information.

3.4
management system

set of interrelated or interacting elements of an organization (3.1) to establish policies (3.7) and

objectives (3.8) and processes (3.12) to achieve those objectives

Note 1 to entry: A management system can address a single discipline or several disciplines.

Note 2 to entry: The system elements include the organization’s structure, roles and responsibilities, planning,

operation, etc.

Note 3 to entry: The scope of a management system may include the whole of the organization, specific and

identified functions of the organization, specific and identified sections of the organization, or one or more

functions across a group of organizations.
3.5
top management

person or group of people who directs and controls an organization (3.1) at the highest level

Note 1 to entry: Top management has the power to delegate authority and provide resources within the

organization.

Note 2 to entry: If the scope of the management system (3.4) covers only part of an organization (3.1) then top

management refers to those who direct and control that part of the organization.
3.6
effectiveness
extent to which planned activities are realized and planned results achieved
3.7
policy

intentions and direction of an organization (3.1) as formally expressed by its top management (3.5)

3.8
objective
result to be achieved
Note 1 to entry: An objective can be strategic, tactical, or operational.
© ISO 2016 – All rights reserved
---------------------- Page: 8 ----------------------
ISO/DIS 11000

Note 2 to entry: Objectives can relate to different disciplines (such as financial, health and safety, and

environmental goals) and can apply at different levels (such as strategic, organization-wide, project, product, and

process (3.12)).

Note 3 to entry: An objective can be expressed in other ways, e.g. as an intended outcome, a purpose, an

operational criterion, as a Collaborative objective or by the use of other words with similar meaning (e.g. aim, goal,

or target).

Note 4 to entry: In the context of Collaborative Business Relationship management systems Collaborative objectives

are set initially by the organization, consistent with the Collaborative Business Relationship policy, to achieve

specific results and once a partner(s) is selected they are incorporated into the joint objectives

3.9
risk
effect of uncertainty on objectives (3.8)

Note 1 to entry: An effect is a deviation from the expected – positive or negative.

Note 2 to entry: Uncertainty is the state, even partial, of deficiency of information related to understanding or

knowledge of, an event, its consequence, or likelihood.
Note 3 to entry: Risk is often chara
...

DRAFT INTERNATIONAL STANDARD
ISO/DIS 11000
ISO/PC 286 Secretariat: BSI
Voting begins on: Voting terminates on:
2016-01-06 2016-04-06
Collaborative business relationship management —
Framework
Gestion collaborative d’une relation d’affaire — Cadre de travail
ICS: 03.100.01
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL,
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 11000:2015(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
PROVIDE SUPPORTING DOCUMENTATION. ISO 2015
---------------------- Page: 1 ----------------------
ISO/DIS 11000:2015(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2015, Published in Switzerland

or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior

written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of

the requester.
ISO copyright office
Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii © ISO 2015 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/DIS 11000:2015(E)
Contents Page

Foreword ........................................................................................................................................................................................................................................vi

Introduction ..............................................................................................................................................................................................................................vii

1 Scope ................................................................................................................................................................................................................................. 1

2 Normative references ...................................................................................................................................................................................... 1

3 Terms and definitions ..................................................................................................................................................................................... 1

4 Context of the organization ....................................................................................................................................................................... 5

4.1 Understanding the organization and its context ....................................................................................................... 5

4.2 Understanding the needs and expectations of stakeholders .......................................................................... 5

4.3 Creation of value .................................................................................................................................................................................... 5

4.4 Determining the scope of the Collaborative Business Relationship management system .... 5

4.5 Common themes of relationship management ........................................................................................................... 6

4.6 Collaborative Business Relationship management system .............................................................................. 6

5 Leadership .................................................................................................................................................................................................................. 6

5.1 Leadership and commitment ..................................................................................................................................................... 6

5.2 Policy ............................................................................................................................................................................................................... 7

5.3 Organization roles, responsibilities and authorities .............................................................................................. 7

6 Planning ......................................................................................................................................................................................................................... 7

6.1 Actions to address threats and opportunities .............................................................................................................. 7

6.2 Collaborative Business Relationship objectives and planning to achieve them ............................. 8

7 Support ........................................................................................................................................................................................................................... 9

7.1 Resources ..................................................................................................................................................................................................... 9

7.2 Competence and behaviour ......................................................................................................................................................... 9

7.3 Personnel awareness ......................................................................................................................................................................... 9

7.4 Communication ...................................................................................................................................................................................... 9

7.5 Documented information ............................................................................................................................................................10

7.5.1 General...................................................................................................................................................................................10

7.5.2 Creating and updating ..............................................................................................................................................10

7.5.3 Control of documented information ............................................................................................................10

7.5.4 Corporate relationship management plan..............................................................................................11

8 Operation ..................................................................................................................................................................................................................11

8.1 Operational planning and control .......................................................................................................................................11

8.2 Operational awareness Stage 1 ............................................................................................................................................13

8.2.1 Duties of Senior Executive Responsible ....................................................................................................13

8.2.2 Establishment of Operational Governance structure ..................................................................13

8.2.3 Identification of operational objectives ....................................................................................................13

8.2.4 Establishment of value analysis process ..................................................................................................14

8.2.5 Identification and prioritization of Collaborative Business Relationships.................14

8.2.6 Development of competencies and behaviours .................................................................................14

8.2.7 Initial risk assessment .............................................................................................................................................15

8.2.8 Establishment of the Relationship Management Plan ..................................................................15

8.3 Knowledge Stage 2 ............................................................................................................................................................................15

8.3.1 Strategy and business case .................................................................................................................................15

8.3.2 Identification of key individual’s competences and behaviours ........................................16

8.3.3 Capture, creation, sharing and management of knowledge ....................................................17

8.3.4 Supply chain and extended enterprise opportunities and threats ....................................17

8.3.5 Implementation of risk management process ....................................................................................17

8.3.6 Evaluation of the business case .................. ......................................................................................................18

8.3.7 Incorporation of knowledge into the Relationship Management Plan ..........................19

8.4 Internal assessment Stage 3 .....................................................................................................................................................19

8.4.1 Capability and environment for collaboration ....................................................................................19

8.4.2 Assessment of strengths and weaknesses ..............................................................................................20

8.4.3 Assessment of collaborative profile .............................................................................................................20

8.4.4 Appointment of collaborative leadership ................................................................................................20

8.4.5 Definition of partner selection criteria ......................................................................................................20

8.4.6 Implementation of the Relationship Management Plan ............................................................21

8.5 Partner selection Stage 4 .............................................................................................................................................................21

8.5.1 Nomination of potential collaborative partners ...............................................................................21

8.5.2 Partner evaluation and selection ....................................................................................................................22

8.5.3 Development of negotiation strategy for collaboration ..............................................................22

8.5.4 Initial engagement with potential partners ..........................................................................................22

8.5.5 Assessment of joint objectives ..........................................................................................................................22

8.5.6 Assessment of joint exit strategy ....................................................................................................................22

8.5.7 Selection of preferred partners ........................................................................................................................22

8.5.8 Initiation of Joint Relationship Management Plan ...........................................................................23

8.6 Working together Stage 5 ...........................................................................................................................................................23

8.6.1 Establishment of the joint governance structure .............................................................................23

8.6.2 Joint knowledge management process ......................................................................................................24

8.6.3 Establish Joint risk management process ...............................................................................................25

8.6.4 Operational process and systems review ................................................................................................25

8.6.5 Measurement of delivery and performance .........................................................................................25

8.6.6 Improvement of organizational collaborative competence .....................................................26

8.6.7 Establishment of a joint issue resolution process ............................................................................26

8.6.8 Establishment of a Joint Exit Strategy ........................................................................................................26

8.6.9 Agreements or contracting arrangements .............................................................................................27

8.6.10 Establishment and Implementation of the Joint Relationship Management Plan 27

8.7 Value creation Stage 6 ....................................................................................................................................................................28

8.7.1 Establishment of the value creation process ........................................................................................28

8.7.2 Identification of improvement and setting of targets ...................................................................28

8.7.3 Utilization of learning from experience ....................................................................................................28

8.7.4 Updating of the Joint Relationship Management Plan .................................................................29

8.8 Staying together Stage 7 ..............................................................................................................................................................29

8.8.1 Oversight by the Senior Executives Responsible ..............................................................................29

8.8.2 Management of the joint relationship ........................................................................................................29

8.8.3 Implementation of monitoring of behaviour and trust indicators ....................................29

8.8.4 Continual value creation ........................................................................................................................................30

8.8.5 Delivery of joint objectives ...................................................................................................................................30

8.8.6 Analysis of results ........................................................................................................................................................30

8.8.7 Issue resolution..............................................................................................................................................................30

8.8.8 Maintenance of the Joint exit strategy ........................................................................................................30

8.8.9 Maintenance of the Joint Relationship Management Plan ........................................................31

8.9 Exit strategy activation Stage 8 ..............................................................................................................................................31

8.9.1 Initiation of disengagement ................................................................................................................................31

8.9.2 Business continuity ....................................................................................................................................................32

8.9.3 Evaluation of..............................................................................................................................

the relationship .................. ......................................................................................................................... ..................32

8.9.4 Future opportunities .................................................................................................................................................32

8.9.5 Review and updating of the Relationship Management Plans ..............................................32

9 Performance evaluation ............................................................................................................................................................................32

9.1 Monitoring, measurement, analysis and evaluation ............................................................................................32

9.1.1 General...................................................................................................................................................................................32

9.1.2 Exit evaluation ................................................................................................................................................................32

9.2 Internal audit .........................................................................................................................................................................................33

9.3 Management review ........................................................................................................................................................................33

10 Improvement .........................................................................................................................................................................................................34

10.1 Nonconformity and corrective action ..............................................................................................................................34

10.2 Continual improvement ...............................................................................................................................................................34

Annex A (informative) Assessment checklist ...........................................................................................................................................35

iv © ISO 2015 – All rights reserved
---------------------- Page: 4 ----------------------
ISO/DIS 11000:2015(E)

Annex B (informative) Relationship management plan ................................................................................................................38

Annex C (informative) Competencies and behaviour .......................................................................................................................41

Annex D (informative) Relationship maturity matrix .....................................................................................................................44

Annex E (informative) Exit strategy ....................................................................................................................................................................46

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.

International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.

The main task of technical committees is to prepare International Standards. Draft International

Standards adopted by the technical committees are circulated to the member bodies for voting.

Publication as an International Standard requires approval by at least 75 % of the member bodies

casting a vote.

Attention is drawn to the possibility that some of the elements of this document may be the subject of

patent rights. ISO shall not be held responsible for identifying any or all such patent rights.

ISO 11000 was prepared by Project Committee ISO/PC 286, Collaborative business relationship

management -- Framework, Subcommittee SC , .
vi © ISO 2015 – All rights reserved
---------------------- Page: 6 ----------------------
ISO/DIS 11000:2015(E)
Introduction

The aim of this International standard is to guide organisations to the requirements of a strategic life-

cycle framework to establish and improve collaborative relationships in and between organizations of all

sizes. Collaborative relationships in the context of this International Standard can be multidimensional

(see Figure 1). They can be individual one‑to‑one relationships but more frequently they are networked

relationships which might involve multiple parties.
Figure 1 — Multidimensional relationships

This standard addresses both the overall requirements to establish a Management System and

operational process requirements for specific or individual organisational relationship engagement

(see figure 2). The framework addresses a number of themes that cascade from the high level

management system and will vary within the context and maturity of a specific relationships life‑cycle.

These evolving themes impact the behaviours and organizational culture of collaborating organisations

to ensure they are effective, optimized and deliver enhanced benefit to the stakeholders through

collaborative approaches.
© ISO 2015 – All rights reserved vii
---------------------- Page: 7 ----------------------
ISO/DIS 11000:2015(E)

Figure 2 — Overview of the principal components of successful Collaborative Business

Relationships

The objective of this International Standard is to provide a framework that is integrated into an

organization’s established operations, activities, processes and procedures, to optimize the benefits

of collaboration between organisations. In this context, the adoption of a collaborative approach

enhances and does not detract from the obligations and responsibilities agreed between the parties

and application will be suited to the size and complexity of the organizations involved.

This standard is based on an eight-stage model.
Stage 1 Organizational awareness

The initial stage of the Collaborative Business Relationship framework focuses on the executives

within the initiating organization and the establishment of policies for collaborative approaches when

appropriate. This ensures that the rationale for adoption is clearly defined, and consistent with the

operation’s overall business objectives while raising internal awareness to the benefits collaborative

working can offer. This may require additional investment for the development and implementation,

including allocation and focusing of available resources to provide maximum benefit and outcomes. The

organization may also recognize that in some cases, the adoption of collaborative approaches might not

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be necessary to achieve business objectives or it may not be appropriate. Organizations may consider

whether it is appropriate to proceed with the investment of resources.
Stage 2 Knowledge

During this second stage, the organization establishes a body of knowledge on which to develop

specific strategies and approaches to address any identified collaborative opportunities. The aim of

this stage is to fully explore the opportunities for collaboration within the context of a business case

where investment and risk can be balanced against beneficial outcomes. This business case evaluation

may include issues which could influence the overall strategy related to competencies, training and

development, knowledge management, risk management, value analysis and initial exit strategy

conditions. At this point, organizations might decide that a collaborative approach is not appropriate

for the opportunity being considered.
Stage 3 Internal assessment

This third stage is focused on the organization evaluating its readiness to support a collaborative

approach. In developing any collaborative relationship, it is important to understand internal

capabilities before defining the expectation of any external party. Acknowledging internal strengths

and weaknesses ensures that the collaboration is not established with a bias towards the performance

of the external partner and recognises the mutuality of joint performance in delivering objectives.

Stage 4 Partner selection

This stage addresses the initiating organizations’ processes for identifying and selecting appropriate

collaborative partners or developing, more traditional, relationships. It can apply to external

organizations or to internal groups within an organization which want to work more effectively together,

i.e. not seeking external collaborative partners. It assesses not only the performance aspects of each

collaborative partner but also evaluates the way in which two or more organizations can work together

with a more integrated approach for mutual benefit including meeting the objectives of each party. The

organization may encourage the potential partner organizations to adopt the principles of collaborative

working within their own organizations, particularly where the requirements of the framework have

been identified through market engagement process. It is important to recognise during this process

the need to align with and satisfy national and/or international regulations and legislation.

Stage 5 Working together

From this stage onwards the aim is to establish a governance structure that with the selected or

potential partner(s) , provides a transparent management approach which will deliver the desired

outcomes and foster an environment that will sustain the collaboration and drive the appropriate

culture and behaviour. The success of a collaborative programme is built on the ability of two or more

organizations to develop a robust joint approach where each party accepts the collective responsibility

for managing an integrated delivery process and harnesses the capabilities of the partners to achieve

mutually agreed objectives. A crucial aspect of this stage is the clear commitment from the leadership

on all sides that will underpin the behaviour of their own people and their individual organizations

in the way the partners will work together, whilst ensuring that any contractual arrangements are

compatible with the desired approach and joint objectives.
Stage 6 Value creation

This stage addresses the need to establish processes for creating additional value through collaboration

and enhanced alignment between organizations. The importance of continual improvement and

innovation is established within all collaborative relationships. This is achieved by building an

environment where those involved are encouraged to contribute new ideas enabling the organizations

to harness the full potential of their relationship. At the same time these activities underpin a focus for

working together for mutual benefit and providing one of the key indicators that measures the strength,

maturity and value of the relationship.
Stage 7 Staying together
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This stage is focused on ensuring that the sustainability and value of the relationship is effectively

maintained through the joint management of activities and performance, with critical attention to a

culture of building trust through managing the behaviour of the participants. Joint management is

achieved through mutually agreed measures to monitor the relationship and appropriate action is

taken to maximize effectiveness, including performance measurement, risk management, operational

changes, continual improvement and where necessary, effective use of issue resolution processes.

Stage 8 Exit strategy activation

The application of joint exit strategy has helped to define the parameters of engagement and the

performance measures required to meet the objectives of the parties in the collaboration. During the

life of the relationship, it has ensured that knowledge sharing is not constrained by lack of clarity.

By clearly defining the rules of disengagement, organizations have helped to engender a culture of

openness and honesty, which recognizes changing market dyna
...

PROJET DE NORME INTERNATIONALE
ISO/DIS 11000
ISO/PC 286 Secrétariat: BSI
Début de vote: Vote clos le:
2016-01-06 2016-04-06
Management collaboratif des relations d'affaires —
Cadre de travail
Collaborative business relationship management — Framework
ICS: 03.100.01
CE DOCUMENT EST UN PROJET DIFFUSÉ POUR
OBSERVATIONS ET APPROBATION. IL EST DONC
SUSCEPTIBLE DE MODIFICATION ET NE PEUT
ÊTRE CITÉ COMME NORME INTERNATIONALE
AVANT SA PUBLICATION EN TANT QUE TELLE.
OUTRE LE FAIT D’ÊTRE EXAMINÉS POUR
Pour accélérer la distribution, le présent document est distribué tel qu’il est
ÉTABLIR S’ILS SONT ACCEPTABLES À DES
FINS INDUSTRIELLES, TECHNOLOGIQUES ET
parvenu du secrétariat du comité. Le travail de rédaction et de composition de
COMMERCIALES, AINSI QUE DU POINT DE VUE
texte sera effectué au Secrétariat central de l’ISO au stade de publication.
DES UTILISATEURS, LES PROJETS DE NORMES
INTERNATIONALES DOIVENT PARFOIS ÊTRE
CONSIDÉRÉS DU POINT DE VUE DE LEUR
POSSIBILITÉ DE DEVENIR DES NORMES
POUVANT SERVIR DE RÉFÉRENCE DANS LA
RÉGLEMENTATION NATIONALE.
Numéro de référence
LES DESTINATAIRES DU PRÉSENT PROJET
ISO/DIS 11000:2016(F)
SONT INVITÉS À PRÉSENTER, AVEC LEURS
OBSERVATIONS, NOTIFICATION DES DROITS
DE PROPRIÉTÉ DONT ILS AURAIENT
ÉVENTUELLEMENT CONNAISSANCE ET À
FOURNIR UNE DOCUMENTATION EXPLICATIVE. ISO 2016
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Avant-propos ................................................................................................................................................................. vi

Introduction .................................................................................................................................................................. vii

1 Domaine d'application ...................................................................................................................................1

2 Références normatives ..................................................................................................................................1

3 Termes et définitions .....................................................................................................................................1

4 Contexte de l’organisme ................................................................................................................................5

4.1 Compréhension de l’organisme et de son contexte .............................................................................5

4.2 Compréhension des besoins et attentes des parties prenantes .....................................................6

4.3 Création de valeur ...........................................................................................................................................6

4.4 Détermination du périmètre d’application du système de management collaboratif

des relations d’affaires ..................................................................................................................................6

4.5 Sujets communs au management des relations....................................................................................6

4.6 Système de management collaboratif des relations d’affaires .......................................................7

5 Leadership ..........................................................................................................................................................7

5.1 Leadership et engagement ...........................................................................................................................7

5.2 Politique ..............................................................................................................................................................7

5.3 Rôles, responsabilités et autorités au sein de l’organisme ..............................................................8

6 Planification.......................................................................................................................................................8

6.1 Actions à mettre en œuvre face aux menaces et opportunités .......................................................8

6.2 Objectifs des relations d’affaires collaboratives et planification des actions pour les

atteindre .............................................................................................................................................................9

7 Support ............................................................................................................................................................. 10

7.1 Ressources ...................................................................................................................................................... 10

7.2 Compétences et comportement ............................................................................................................... 10

7.3 Sensibilisation du personnel .................................................................................................................... 10

7.4 Communication ............................................................................................................................................. 11

7.5 Informations documentées ....................................................................................................................... 11

7.5.1 Généralités ...................................................................................................................................................... 11

7.5.2 Création et mise à jour des informations documentées ................................................................. 11

7.5.3 Maîtrise des informations documentées .............................................................................................. 11

7.5.4 Plan interne de management des relations ........................................................................................ 12

8 Réalisation des activités opérationnelles ............................................................................................ 12

8.1 Planification et maîtrise opérationnelles ............................................................................................ 12

8.2 Sensibilisation de l’organisme, Stade 1 ................................................................................................ 14

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8.2.1 Devoirs du cadre dirigeant responsable .............................................................................................. 14

8.2.2 Établissement de la structure de gouvernance opérationnelle ................................................... 14

8.2.3 Identification des objectifs opérationnels ........................................................................................... 15

Droits de reproduction réservés. Sauf indication contraire, aucune partie de cette publication ne peut être reproduite ni utilisée

sous quelque forme que ce soit et par aucun procédé, électronique ou mécanique, y compris la photocopie, l’affichage sur

8.2.4 Établissement du processus d’analyse de la valeur ......................................................................... 15

l’internet ou sur un Intranet, sans autorisation écrite préalable. Les demandes d’autorisation peuvent être adressées à l’ISO à

8.2.5 Identification et hiérarchisation des relations d’affaires collaboratives ................................. 15

l’adresse ci-après ou au comité membre de l’ISO dans le pays du demandeur.

8.2.6 Développement des compétences et des comportements ............................................................. 16

ISO copyright office

8.2.7 Analyse des risques initiale ...................................................................................................................... 16

Ch. de Blandonnet 8 • CP 401
CH-1214 Vernier, Geneva, Switzerland

8.2.8 Établissement du plan de management des relations ..................................................................... 16

Tel. +41 22 749 01 11

8.3 Connaissances, Stade 2 ............................................................................................................................... 16

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© ISO 2016 – Tous droits réservés
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ii © ISO 2016 – Tous droits réservés
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