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AS 4608-2004 dispute management systems

Standard Number:  AS 4608-2004
Title:  dispute management systems
Language:  English
Publication Date:  2004/6/30
Status:  Current
Publisher:  Australia Standards(AS)
Price:  
Number of Pages:39P.;A4  

Description:Provides a guide for the development and application of an effective dispute management system.  
Catalog:Document Contents
AS 4608-2004 DISPUTE MANAGEMENT SYSTEMS
PREFACE
CONTENTS
FOREWORD
SECTION 1 SCOPE AND GENERAL
1.1 SCOPE
1.2 OBJECTIVE
1.3 REFERENCED DOCUMENTS
1.4 DEFINITIONS
SECTION 2 ESSENTIAL ELEMENTS OF AN EFFECTIVE DISPUTE MANAGEMENT SYSTEM
2.1 GENERAL
2.2 STRUCTURAL ELEMENTS
2.2.1 Commitment
2.2.2 Skills and resources
2.2.3 Management responsibility
2.2.4 Dispute management policy
2.2.5 Continuous improvement
2.3 OPERATIONAL ELEMENTS
2.3.1 Dispute prevention strategies
2.3.2 Dispute management process
2.3.3 Record-keeping
2.3.4 Analysis, identification and rectification
2.3.5 Reporting of serious and systemic issues
2.4 MAINTENANCE ELEMENTS
2.4.1 Education and training
2.4.2 Visibility and communication
2.4.3 Monitoring and review
2.4.4 Accountability
SECTION 3 GUIDANCE ON STRUCTURAL ELEMENTS
3.1 GENERAL
3.2 COMMITMENT
3.3 RESOURCES AND SKILLS
3.4 MANAGEMENT RESPONSIBILITY
3.5 DISPUTE MANAGEMENT POLICY
3.6 CONTINUOUS IMPROVEMENT
SECTION 4 GUIDANCE ON OPERATIONAL ELEMENTS-DISPUTE PREVENTION STRATEGIES
4.1 GENERAL
4.2 ISSUE IDENTIFICATION AND MANAGEMENT
4.3 UNDERSTANDING RISKS
4.3.1 General
4.3.2 Establishing the context
4.3.3 Identify risks
4.3.4 Analyse risks
4.3.5 Evaluate risks
4.3.6 Learning from disputes
4.4 TREATING RISKS
4.4.1 General
4.4.2 Communication
4.4.3 Training
4.4.4 Codes
4.4.5 Dispute resolution mechanisms
4.4.6 Managing perceptions about disputes
4.4.7 Maintaining a vital culture
SECTION 5 GUIDANCE ON OPERATIONAL ELEMENTS-DISPUTE HANDLING PROCESS
5.1 GENERAL
5.2 STAGE 1
5.2.1 Identify stakeholders and diagnose the problem
5.2.2 Gather information
5.2.3 Reporting and consultation
5.2.4 Evaluate the problem
5.2.5 Discussion and negotiation
5.3 STAGE 2
5.3.1 Internal dispute resolution process
5.3.2 Documentation and formalization
5.4 STAGE 3
5.4.1 Select outside resource or ADR technique and apply it
5.4.2 Details to include in the dispute management process
5.5 DESIGNING THE SYSTEM
5.5.1 General
5.5.2 Research the existing system
5.5.3 Consult
5.5.4 Design the system
5.5.5 Consult on the system
5.5.6 Implement the system
5.5.7 Evaluate the system
SECTION 6 GUIDANCE ON OPERATIONAL ELEMENTS-RECORD KEEPING AND ANALYSIS
6.1 GENERAL
6.2 RECORD KEEPING
6.3 ANALYSIS, IDENTIFICATION AND RECTIFICATION
6.4 REPORTING OF SERIOUS AND SYSTEMIC ISSUES
SECTION 7 GUIDANCE ON MAINTENANCE ELEMENTS
7.1 GENERAL
7.2 EDUCATION AND TRAINING
7.3 VISIBILITY AND COMMUNICATION
7.4 MONITORING AND ASSESSMENT
7.5 REVIEW
7.6 ACCOUNTABILITY
SECTION 8 PROCESSES FOR THE RESOLUTION OF DISPUTES
8.1 GENERAL
8.2 DISPUTE RESOLUTION PROCESSES
8.2.1 General
8.2.2 Facilitative processes
8.2.3 Advisory processes
8.2.4 Determinative processes
8.2.5 Hybrid or combined processes
8.3 FACTORS THAT CAN INFLUENCE PROCESS CHOICE
8.4 QUALITY OF DISPUTE RESOLUTION SERVICES
APPENDIX A - DOCUMENTS AND SOURCES FOR ADDITIONAL INFORMATION
A1 GENERAL
A2 DOCUMENTS
A3 SOURCES
APPENDIX B - GLOSSARY OF TERMS
APPENDIX C - NEGOTIATING
C1 GENERAL
C2 PREPARING TO NEGOTIATE
C3 NEGOTIATING
APPENDIX D - GUIDANCE FOR SMALL BUSINESS
  
File Format:  PDF(Acrobat Reader) or Word version doc Document
File Size:  529KB
Tile in English:  dispute management systems

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