Shared Services Stakeholder Management

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How you are perceived internally depends to a certain extent on how all your stakeholders view your service. Don’t miss out on an influential group just because they are not an obvious counterpart. Use matrix-type thinking to evaluate the impact of each stakeholder segment, and target them according to their influence.

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Shared Services Stakeholder Management

  1. 1. STAKEHOLDERS - CAN’T LIVE WITH THEM, CAN’T LIVE WITHOUT THEM 3 steps to ensure you take your Shared Services stakeholders on the journey with you © Chazey Partners 2014
  2. 2. 2 | Chazey’s Toolkit – Stakeholders - can’t live with them, can’t live without them - May 2014 Stakeholder identification and management are two areas that, given due time and consideration, can significantly benefit any piece of project work. In the rush to“get on”with the tasks at hand, though, they can easily be neglected – or ignored completely. Stakeholders come in all shapes and sizes and they need to be “named”, to ensure you are not missing out a vital individual or group. In stakeholder identification you should consider the needs of any group that touches or is touched by the service under review. Consider the customers and suppliers of the service - internal to your organisation as well as external, not forgetting any parent or partner organisations; what about the staff who work within the service, their trade unions and their management teams; if the service touches an area of legislation do you have a statutory body to consider; where does sponsorship for this work come from and where do members of the board stand. In a public sector context there will also be stakeholder groups from government bodies, both local and central, third sector and community sector groups and not forgetting elected members, mayors and police commissioners. stakeholder — n 1. a person or group of people who own a share in a business 2. a person such as an employee, customer, or citizen who is involved with an organization, society, etc. and therefore has responsibilities towards it and an interest in its success — adj 3. of or relating to policies intended to allow people to participate in and benefit from decisions made by enterprises in which they have a stake: a stakeholder economy
  3. 3. 3 Steps to Identifying and Managing Your Key Stakeholder Groups Identify your stakeholders and assess where they sit on a grid of support for the Shared Services work you’re about to embark on, compared to their influence on this work. This is normally an interactive,“flipchart”-style exercise, which a project team will undertake in collaboration with representatives from the subject area under review. The initial purpose is to ascertain where, in the grid, each group sits. 3 | Chazey’s Toolkit – Stakeholders - can’t live with them, can’t live without them - May 2014 Determine the relative positivity or negativity of each of your stakeholder groups as this will determine how you will need to communicate and work with them. I usually find simply denoting a“+”or a“–“ in red next to each name sufficient at this stage (see Figure 1, below). For some stakeholders you won’t know, and so in the short term you should mark them as neutral. Figure 1: Stakeholder Identification Grid Completing this grid as a project team should ensure that everyone who has either an interest in, or influence over, the piece of work is identified.
  4. 4. All entries from the stakeholder identification grid are transferred to the stakeholder management matrix (see Figure 2, below). The project team will then agree the current and desired levels of support for the work; what the best approach might be for each of the stakeholder groups; and who might be best placed to manage relationships with each stakeholder group for the duration of the project. The rationale behind this approach to stakeholder management is to ensure that“current level of support”matches“desired level of support”. Not all stakeholder groups can or will be advocates for the changes that are going to take place, but the project team needs to understand where its stakeholders are on this continuum and whether and when support levels change over time. Stakeholder Group Stakeholders within Group (names) Characteristics Proposed contact frequency How? Level of influence on success Current Level of support for project Desired Level of support for project How will Finance Transition impact this stakeholder How will FT benefit this group (ie 'what's in it for me') When will this change take place for this Start engaging with stakeholder (date) Relationship Owner Last date of interaction (keep up to date) Finance team Finance Director 2 times per week Face to face (individual) Email High Advocate Advocate Decreased span of control; decreased overall cost model Significant contribution to budgetary savings On-going Project Manager RTR team HR Manager 1 SAP list Large change management and local HR role Weekly Face to face (individual or group) Email High Critic Neutral Potential redundancy or redeployment Key to knowledge transfer Opportunity for personal changes, CV development through transition experience Now until future date Now Project supplier 1 PTP team Manager 2 End-to-end process alignment, hand- off points Weekly Weekly meetings Low Critic Neutral Now until future date Now Project supplier 2 OTC team Manager s & direct report End-to-end process alignment, hand- off points Weekly Weekly meetings Low Critic Neutral Now until future date Now Project supplier 2 Figure 2: Stakeholder Management Matrix The sample matrix above shows a snapshot at the beginning of a major Shared Services Finance programme. Your matrix would have significantly more line entries and as much detail as you can add. As the stakeholder management matrix shows, all stakeholders (individuals or groups) are assigned a“current”and “desired”level of support for the duration of the project. As the programme evolves over time, this status will change. Your stakeholder management communications should support the migration of all stakeholders to their desired level of support, and then keep them there. Stakeholder management is not a one-off exercise but is reviewed periodically (monthly) to determine where levels of support may have changed and whether the project needs to put additional actions in place to address these changes. 4 | Chazey’s Toolkit – Stakeholders - can’t live with them, can’t live without them - May 2014
  5. 5. Figure 3, below, identifies the categories that stakeholders fall into – Critic, Neutral, Supporter and Advocate – and offers tips on how to leverage each: 5 | Chazey’s Toolkit – Stakeholders - can’t live with them, can’t live without them - May 2014
  6. 6. Phil Searle CEO & Founder Chazey Partners philsearle@chazeypartners.com Grant Farrell Managing Director, United States Chazey Partners grantfarrell@chazeypartners.com David O’Sullivan Co-Founder & Partner Chazey Partners davidosullivan@chazeypartners.com Chas Moore Managing Director, Canada Chazey Partners chasmoore@chazeypartners.com Christina Exarchou Head of HR Practice EMEA Chazey Partners christinaexarchou@chazeypartners.com Esteban Carril Managing Director, Latin America Chazey Partners estebancarril@chazeypartners.com Anirvan Sen Managing Director, Asia, Middle East and Africa Chazey Partners anirvansen@chazeypartners.com For more articles on Chazey’s Toolkit, please visit www.ChazeyPartners.com/Resources or subscribe to our newsletters at www.ChazeyPartners.com/Subscribe Chazey Partners is a practitioners-led global management advisory business. We bring together a unique wealth of experience, empowering our clients to strive for world-class excellence through Business Transformation, Shared Services & Outsourcing, Technology Enablement, Process Enhancement and Corporate Strategy Optimization. We pride ourselves in having built, operated and turned around some of the world's most highly commended and ground breaking Shared Services Organizations, and for implementing many highly successful multi-sourced delivery solutions. Over the last 20 years, we have delivered numerous programs globally, in the US, Canada, UK, Continental Europe, Ireland, India, Eastern Europe, South America, Singapore, Australia, China, Middle-East and Africa. Our experience covers both Private and Public Sectors, providing expertise in a wide spec- trum of business functions, including Finance, HR, IT and Procurement. Learn more about us at www.ChazeyPartners.com. Follow us on LinkedIn, Twitter, Facebook and Google+ Janey Jux Head of Public Sector Practice EMEA Chazey Partners janeyjux@chazeypartners.com Emer O’Kelly Regional Director, Europe Chazey Partners emerokelly@chazeypartners.com Robert Towle Director East Coast, USA Chazey Partners roberttowle@chazeypartners.com 6 | Chazey’s Toolkit – Stakeholders - can’t live with them, can’t live without them - May 2014

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