Magazine article Dispute Resolution Journal

Focusing on Service

Magazine article Dispute Resolution Journal

Focusing on Service

Article excerpt

From the President of the American Arbitration Association (AAA)

It's been a couple of years now since the AAA conducted what we called at the time "Day in the Life" interviews with various Association clients. The client pool consisted of supporters and critics of the AAA, both general and outside counsel, and they were geographically dispersed in industry and practice around the country. The discussions were meant to help us understand the parties' experience with ADR and arbitration in particular, as well as with the AAA itself. The feedback enabled us to create a crystallized view of the business and the AAA's role as leader in the field. Ultimately, it enabled the Association to measure client expectations and engage in a great deal of introspection as to how best to meet the needs of an evolving global community and workplace.

What evolved from that inward- and outward-looking exercise was the identification of opportunities to provide enhanced services. Some of the enhancements we developed are now being implemented. Others will be announced and rolled out over the course of 2005. In some case administrative areas, their impact may be subtle, but in others they will be a great deal more obvious. In their totality we believe these enhancements are more than worthy of the name we have given them: AAA adr+, so named because they provide a set of value-rich services designed to help you, our customers, resolve your cases in a more efficient and effective manner. …

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