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Stakeholder Engagement Platform

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This presentation describes Optimice's Stakeholder Engagement toolset www.optimice.com.au

This presentation describes Optimice's Stakeholder Engagement toolset www.optimice.com.au

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  • The monitoring of performance had been done by our partnership scorecard surveying tool (a modified ONA survey). It basically surveys each role for performance against received value flows. We will probably replace this with a wiki survey tool plug-in so that each role will have on their pages direct feedback on assessed performance. We would still use emails to trigger the survey completion.
  • Transcript

    • 1. Stakeholder EngagementLearning to Manage Horizontally
    • 2. Who are our Stakeholders?
      I know we have a lot!
      But perhaps some are more important than others….
    • 3. Ok I just have to manage these guys, right?
    • 4. Well maybe its not quite as easy as that …
      How important are you to them?
    • 5. Stakeholders selected or added
      Roles surveyed for their critical stakeholders from predefined list
    • 6. Each selected stakeholder is assessed for influence, advocacy and attention
    • 7. Let’s see ....
      I think we should focus here!
      These are the good guys
      These are the “bad” guys
      High
      5
      4
      Promoter
      Opponent
      These are the nice guys
      These can be time wasters
      3
      Influence
      2
      Minority
      Friend
      1
      Low
      1 2 3 4 5
      Low
      High
      Advocacy
    • 8. Stakeholders classified according to influence, advocacy and attention
      Promoters
      Opponents
      Bubble size = attention
      Minorities
      Friends
    • 9. Also we think “Engagement” is preferable to “Management”…
      Management = 1-way
      Engagement = 2-way
    • 10. “Social Worker Stakeholder Relationship Network”
      • Nodes sized by inward connections;
      • 11. links sized by importance.
      “Social Worker Reciprocated Stakeholder Relationship Network”
      Non reciprocated links identify relationship improvement opportunities
    • 12. So what do you mean by Engagement?
      There must be an exchange of value
    • 13. And “Value” comes in two forms…
      The tangible, expected, contracted…
      Products, services, reports, money …
      And the intangible, non contracted extras …
      Tips, moral support, feedback, references, recommendations …
      That sweetens the deal.
    • 14. Let’s start by brainstorming your own value propositions…
    • 15. What can I offer…
      What will it cost me?
      Welfare Services Information
      Information on entitlements that the client may be eligible for.
      Social Worker
      Customer Service
      O
    • 16. What would I like from them…
      What is it worth to me?
      Timely and accurate information
      It helps our processing a lot if the application information can be compete and accurate
      Customer Service
      Social Worker
      O
    • 17. Now lets change “Hats” to the Social Worker
    • 18. What would I like from them…
      What is it worth to me?
      Fast response to our requests
      We are always directed to the call centre. How do we know there is really looking after us?
      Customer Service
      Social Worker
      O
    • 19. What can I offer…
      What will it cost me?
      Request details
      Document what our needs are and why
      Customer Service
      Social Worker
      O
    • 20. Do you think my stakeholders will agree with my propositions?
      Let’s put our “cards on the table” and find out!
    • 21. And I guess we’ll have to negotiate an equitable exchange…
    • 22. Its always best to negotiate face to face if possible…
      ... Especially when trading intangibles!
    • 23. What can we do for each other?
      Personal follow up
      We will monitor cases and be a local point of contact for critical issues
      Customer Services
      Social Worker
      O
      O
    • 24. What can we do for each other?
      Help with your paperwork
      We will provide and check requested information in precisely the form you need it, to ensure smooth processing
      Social Worker
      Customer Services
      O
      O
    • 25. So far so good … but what we’d like is certainly not happening now!
      We need to build some bridges…
    • 26. Partnership Scorecard
      Agreed “Value Exchanges” can be documented in your partnership scorecard for either self assessment, or peer to peer assessment for sustained stakeholder engagement
    • 27. In Summary – Why do we think we have a superior approach to Stakeholder Engagement?
      We consider the “Whole” Stakeholder Network of Influences
      We provide tools for identifying, visualising, analysing and then selecting critical stakeholders
      We go beyond simply communicating, by providing tools for negotiating agreed value exchanges with critical stakeholders
      We provide peer to peer scorecard tools to assist with building and sustaining your stakeholder relationships
    • 28. About Optimice
      We build tools to help organisations optimise their business relationships
      Our Stakeholder Engagement Toolset supports both Workshop and On-line use.
      www.optimice.com.au