Oh! Session on Managing Stakeholders Effectively
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Transcript of 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
4 | Titre de la présentation I 30 Septembre 2014 MENTION DE CONFIDENTIALITÉ
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
6 | Titre de la présentation I 30 Septembre 2014
Analyze (Why and What)
MENTION DE CONFIDENTIALITÉ
• Key output:
• Stakeholders Mapping(2X2 or 3X3)
• Stakeholders register
2. Analyze Stakeholders
7 | Titre de la présentation I 30 Septembre 2014
Power/Interest Grid
MENTION DE CONFIDENTIALITÉ
3. Plan Stakeholders Engagement
8 | Titre de la présentation I 30 Septembre 2014 MENTION DE CONFIDENTIALITÉ
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
4. Engage Stakeholders
9 | Titre de la présentation I 30 Septembre 2014 MENTION DE CONFIDENTIALITÉ
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
10 | Titre de la présentation I 30 Septembre 2014 MENTION DE CONFIDENTIALITÉ
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
11 | Titre de la présentation I 30 Septembre 2014 MENTION DE CONFIDENTIALITÉ
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
12 | Titre de la présentation I 30 Septembre 2014
How it is different
MENTION DE CONFIDENTIALITÉ
Hope you understood stakeholders management
13 | Titre de la présentation I 30 Septembre 2014 MENTION DE CONFIDENTIALITÉ
Let me hear from the stakeholders of this session
14 | Titre de la présentation I 30 Septembre 2014 MENTION DE CONFIDENTIALITÉ
Thank You
Appendix: ITIL vs PMP
16 | Titre de la présentation I 30 Septembre 2014
Key Differences Project vs Service
MENTION DE CONFIDENTIALITÉ
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.