STAKEHOLDER

MANAGEMENT
Identify, Plan, Manage and Control
Lets think about running a Course in a booked
room in a hotel, who are the stakeholders?
• E.g. Learners
• Teacher
• Hotel Manager
• Hotel Staff
• Education Provider – QQI
• Boss
• Relatives
• Co-workers
What do each of the stakeholders want?
• E.g. Learners- want knowledge, pass exam, network
• Teacher – students to pass, to be paid
• Hotel Manager – paid, repeat business
• Hotel Staff – timetable, good feedback
• Education Provider – QQI – exam fees, good quality courses
• Boss – qualified worker, return on investment
• Relatives – schedule, promotion
• Co-workers – knowledge gained helps them
Stakeholder Management Processes
1. Identify them
2. Plan Stakeholder Management
3. Manage Stakeholder Engagement
4. Control Stakeholder Engagement
1. Identify
• “The process of identifying the people, groups, organisations that could impact or
be impacted by a decision, activity or outcome of the project and analysing and
documenting relevant information regarding their interests, involvement,
interdependencies, influences and potential impact on project success”
- PMBOK Guide

- How do you identify??

Inputs Tools and Techniques Outputs
• Project Charter • Stakeholder Analysis • Stakeholder Register
• Procurement • Expert Judgement
Documents • Meetings
• Enterprise
Environmental
Factors
Remember that you
• Organisational only have high level
Process Assets details at present for
your project!!
Who is a stakeholder?
• Please insert your
definition_____________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
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• Stakeholders can be:
• Actively involved
• Exert Influence
• Can be positive, neutral or negative
Case Study: London Eye

• Largest Ferris wheel in the World

• 450 ft high
• Completed to budget and on schedule
• It was condemned 4 hours before opening by H & S

What lessons can be learned???

Stakeholders
• It is critical for project success to identify stakeholders early in the project and to
analyse their level of interest, expectations, importance and influence.
• The ability of stakeholders to influence a project is typically highest during the
initial stages and gets progressively lower as the project progresses
• Their expectations grow through the product life cycle
Stakeholder Analysis
• “The technique of systematically gathering and analysing quantitative and qualitative
information to determine whose interests should be taken into account throughout the
project”
• Stakeholder Matrix – Identify, Analyse them, Assess them
How?
Expert Judgement
Meetings
Now you have the register!
This contains name, position, role, location, contact info, assessment info (req, expectations,
influence, interest) and their classification – HP, LP, Internal v External, + or – or O
2. Plan Stakeholder Management
Inputs Tools and Outputs
•
Techniques •
PM Plan Stakeholder
• Expert Management
• Stakeholder Judgement Plan
Register
• Meetings • Project
• Enterprise
•
Document
Environmental Analytical Updates
Factors techniques
• Organisational
Process Assets
Stakeholder Management
• Identifies how the project will affect stakeholders which allows the PM to develop
various ways to effectively engage them in the project, to manage their
expectations and to ultimately achieve the project objectives
• Creates a relationship between the PM team and Stakeholders
• How do you manage H.P., L.I.? _________________________________
• How do you manage H.I., L.P.? _________________________________
Exercise: How would you prevent these
situations?
• Customer complains that the end product does not meet the requirements
• Customer constantly changes their mind
• “I could have told you that that was going to happen”
• Two powerful stakeholders with conflicting requirements
Analytical Techniques
• The current engagement level of all stakeholders needs to be compared to the
planned engagement levels required for successful project completion.
• Levels
• Unaware
• Resistant
• Neutral
• Supportive
• Leading
3. Manage Stakeholder Engagement
• Engage with stakeholders at appropriate stages to obtain or confirm continues
commitment to the project success
• Manage their expectations through negotiation and communication, ensure
project goals are achieved
• Address potential concerns
Tools and Techniques
• Clarify and resolve issues • Communication Methods
• Use Interpersonal skills
• Use Personal skills
Communication Methods

• These are identified in the communications plan and are utilised during
stakeholder management e.g. face to face, email
• Interpersonal – “soft skills”
• Management Skills – “hard skills”
4. Control Stakeholder Engagement
• Is the stakeholder management plan working?
• Is stakeholder engagement effective?

If the stakeholders are not being engaged effectively the plan may need to change!!
e.g. are meetings too long and too frequent?