Lecture Project management in practice - Chapter 12: Project stakeholder management

Lecture Project management in practice - Chapter 12: Project stakeholder management presents the following content: Identifying project stakeholders, stakeholder engagement, managing stakeholders, a note on managing customer relations,...

CHAPTER 12 Project Stakeholder Management Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-1 Identifying Project Stakeholders Stakeholder engagement cycle Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-2 Identifying Project Stakeholders  (cont.) Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-3 Identifying Project Stakeholders (cont.) Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-4 Stakeholder Matrix apture identified stakeholders nalyse stakeholders  Groups/patterns  Currencies  Change tolerance  Perceptions rack stakeholder engagement Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-5 Commonly Traded Organisational Currencies Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-6 The Stakeholder Power/Interest Grid Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-7 Stakeholder Continuum Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-8 Stakeholder Engagement Current Engagement = C Desired Engagement = D Key Unaware: Unaware of the project and any potential impacts Resistant: Aware of the project and its potential impacts and is resistant to change Neutral: Aware of the project yet neither supportive nor resistant Supportive: Aware of the project and potential impacts and supportive of the change Leading: Aware of the project and potential impacts and actively engaged in the success of the project Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-9 Contribution/Commitment Grid Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-10 Managing Stakeholders • Trust • Motivation • Embeddedness of stakeholder thinking • The importance of accurate representation • Tone from the top • Organisational behaviour • Non-productive engagement behaviour Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-11 A Note on Managing Customer Relations • Customer satisfaction is the bottom line • Bad news travels faster and farther than good news • The met-expectations model of customer satisfaction 0.90 = Dissatisfied Perceived performance Expected performance = 1.10 Very satisfied Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-12 A Note on Managing Customer Relations (cont.) • Speak with one voice Nothing erodes confidence in a project more than for a customer to receive conflicting messages from different project members • Speak the language of the customer Too often project members respond to customer inquiries with technical jargon that exceeds the customer’s vocabulary Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-13 Summary • Stakeholder management is critical to the successful delivery of a project • It is a key activity of the project manager throughout the life cycle of the project • A comprehensive stakeholder analysis must be completed as it informs project communication management planning Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-14 Key Terms contribution/commitment grid currencies inspiration-related currency law of reciprocity met expectations personal-related currency position-related currency power/interest grid primary stakeholder relationship-related currency secondary stakeholder stakeholder stakeholder matrix task-related currency Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 12-15 ... Gray, Project Management in Practice, 1e 1 2-7 Stakeholder Continuum Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 1 2-8 Stakeholder. ..Identifying Project Stakeholders Stakeholder engagement cycle Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 1 2-2 Identifying Project Stakeholders ... Gray, Project Management in Practice, 1e 1 2-9 Contribution/Commitment Grid Copyright © 2013 McGraw-Hill Education (Australia) Pty Ltd Pearson, Larson, Gray, Project Management in Practice, 1e 1 2-1 0