This document discusses stakeholder management. It defines stakeholders as anyone affected by or able to impact an organization, project, or change. It emphasizes the importance of identifying stakeholders, analyzing their needs and expectations, and developing a communication plan. The document provides tips for stakeholder engagement, such as defining success and addressing resistance. It notes stakeholder management differs slightly for agile projects, with an emphasis on end users. Overall, the document provides guidance on identifying, analyzing, planning engagement with, engaging, and controlling engagement of stakeholders over the course of a project or change.

1. STAKEHOLDER EXPECTATIONS
MANAGEMENT
May 6, 2016
Jay Baddigam
INTERNAL USE ONLY
Oh Session

2. Definition
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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.

3. Stakeholder Engagement Plan
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Manage Stakeholder Expectations with SEP
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4. 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
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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

5. 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?

6. 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
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Analyze (Why and What)
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• Key output:
• Stakeholders Mapping(2X2 or 3X3)
• Stakeholders register

7. 2. Analyze Stakeholders
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Power/Interest Grid
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8. 3. Plan Stakeholders Engagement
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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

9. 4. Engage Stakeholders
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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)

10. 5. Control Stakeholders Engagement
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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

11. Appendix : Top Tips for effective stakeholder engagement
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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

12. 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
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How it is different
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13. Hope you understood stakeholders management
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14. Let me hear from the stakeholders of this session
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15. Thank You

16. Appendix: ITIL vs PMP
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Key Differences Project vs Service
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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.