oh! session on managing stakeholders effectively

STAKEHOLDER EXPECTATIONS

MANAGEMENT

May 6, 2016

Jay Baddigam

INTERNAL USE ONLY

Oh Session

Definition

2 | Titre de la présentation I 30 Septembre 2014 MENTION DE CONFIDENTIALITÉ

A ‘stakeholder’ is anybody who

can affect or is affected by an

organization, strategy, change, IT

Service, objective or

project/program etc.

A ‘stakeholder’ is anybody who

has an involvement or interest

in your life such that your

futures may impact each other.

Stakeholder Engagement Plan

3 | Titre de la présentation I 30 Septembre 2014

Manage Stakeholder Expectations with SEP

MENTION DE CONFIDENTIALITÉ

As a PM, your major role is Communication;

You must know whom to communicate, when to communicate and what to communicate.

Know who is going to benefit or get impacted.

Who need to be engaged and at what level

Helps to tailor your communication

Helps you to prepare a plan on managing them(expectations)

1. Identify stakeholders


Identify

1. User Involvement

2. Executive Support

3. Clear Business Objectives

4. Emotional Maturity

5. Optimization

6. Agile Process

7. Project Management

Expertise

8. Skilled Resources

9. Execution

10. Tools and Infrastructure

Top 10 Reasons Projects Succeed Why Identify them

• Key Output:

• Stakeholders register

PERSONAL LIFE PROJECTS/CHANGE OPERATIONS

Spouse

Siblings

Kids

Parents

Bangalore traffic

Mother-in-laws

Village

Maids

Driver

Apartment society

Government

Sponsor

PM/Portfolio Manager

Team

Delivery Heads

Top Management

Customer

Users

AxATech/AGS

Vendors

Contractors

Support Functions

(HR/Finance)

Domain Head

Service Control

Service Manager

Support Functions (HR/Finance)

MIM

Problem Manager/Owner

PM/Portfolio Manager

Change Owner

Change Manager

Implementation Manager

Incident Manager/Owner

Vendor Support

DR Manager

1. Identify Stakeholders (Who)

5 |

Identify All

Global Services - Tech IT UP - Workshop

Ask two questions to check whether someone is a stakeholder:

1. Will they have an impact on the success of the change/project?

2. Will they be impacted by the change/project?

Create a Power and Interest 2x2 Grid

Understand where each stakeholder lies in the grid.

Decide who needs the most attention.

Understand needs – Task, Team and Individual

Understand what motivates them

Nail down stakeholders’ specific expectations.

Define “success” – Every stakeholder may have a different idea on

success

2. Analyze Stakeholders


Analyze (Why and What)


• Key output:

• Stakeholders Mapping(2X2 or 3X3)

• Stakeholders register

2. Analyze Stakeholders


Power/Interest Grid


3. Plan Stakeholders Engagement


Identify

After identifying and analyzing stakeholders, develop a plan to manage their

expectations.

This serves as the KEY communication plan to your stakeholders.

The plan addresses the following questions: What are the key messages, what information will be communicated

When will information be disseminated

How much information

Who is responsible

Who are the addressees

Potential Management strategies for each stakeholder

Current and desired engagement levels

Parts of the stakeholder management plan are not written down

Prepare Stakeholder Communication Plan

Plan(When)

• Key Outputs

• Stakeholder Engagement Plan

• Stakeholder Communication Plan

https://www.google.co.in/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwi1iOSC5MTMAhWRhRoKHcJFD3AQjRwIBw&url=https://www.jisc.ac.uk/guides/change-management/stakeholder-engagement&bvm=bv.121421273,d.d2s&psig=AFQjCNH3nQ2I0RHgkYNxF58s8WEaBr_FUw&ust=1462601147014380

4. Engage Stakeholders


Identify

This is the actual DO or execution of the stakeholder communication plan.

This could ask for sometimes subtle or informal means of communication.

Tactics - Here you must be able to influence, lobby, cajole, flatter and apply

pressure to your stakeholders in order to keep your project/program/change on

track

Engage(Do)

5. Control Stakeholders Engagement


Identify

Evaluate the effectiveness of your stakeholder engagement

Your stakeholders perception could be a starting point

Identify adjustments like below:

New stakeholders

Changed Expectations

Communication plan changes

Your issues log is a source for engagement feedback.

You cannot control stakeholders, but you can control their level of engagement

Measure Effectiveness

Appendix : Top Tips for effective stakeholder engagement


Define “success”

Ensure active sponsorship

Ensure Stakeholders are engaged

Ensure people know their responsibilities

Be honest

Don’t make commitments you cannot keep

Get feedback

Focus on Solutions

Address resistance

Use conflict as an opportunity

Don’t ignore key stakeholders

Stakeholders and their exact roles vary between projects and organizations.

Officially, scrum only recognizes three roles:

the development team, scrum master and product owner.

The product owner is responsible for understanding and managing Stakeholders expectation.

Agile projects have stakeholders outside the scrum team.

One stakeholder that agile projects put a big emphasis on: the end user.

The first agile principle states clearly: “Our highest priority is to satisfy the [end] customer.”

Appendix : Stakeholders in Agile


How it is different


http://platinumedge.com/blog/what-is-an-agile-development-team

http://platinumedge.com/blog/what-scrum-master-6-key-roles-know

http://platinumedge.com/what-is-a-product-owner

Hope you understood stakeholders management


Let me hear from the stakeholders of this session


Thank You

Appendix: ITIL vs PMP


Key Differences Project vs Service


Temporary – A project is temporary endeavor. Service passes through

successive phases during its lifecycle until delivery to customer.

CSI and Support – Surrounds all activities

Unique Product or service – This is satisfied by a service that is delivered

to a specific customer in response to a specific need.

PMP will then take this information and further break it down into easier-to-

manage increments.

Progressive Elaboration: Project execution is said to be iterative and

continually elaborating in response to changes and this is satisfied with CSI

of ITIL.

oh! session on managing stakeholders effectively

Leadership & Management