When an initiative is stalled by warring factions

Purpose – This paper aims to reveals how taking an elegantly simple approach to resolving complex issues can help teams identify, align and quickly execute on the areas with the greatest impact by examining a case of a failing, but ultimately successful, $180‐million offshore outsourcing project beset by disparate interests. Design/methodology/approach – The paper describes how a retail company and a technology service provider recently underwent a turbulent process to implement a transformational outsourcing initiative. Findings – A consultant used a simple five‐step process to guide the parties through the systemic challenges and issues plaguing the business relationship and operational functions. Research limitations/implications – The case draws on the consultant's experience during the assignment. Practical implications – Leaders need to cultivate their organization's readiness and ability to change quickly. By emphasizing this kind of “nimbleness” businesses can gain a powerful strategic advantage, the capability to adapt faster than their competition. Originality/value – The consultant improved the business relationship by aligning managers of the client and the outsourcing firm around a one‐team strategic partnership that focused on end‐user (customer) issues.