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BCS BA Practice > BCS - Module 4: Stakeholder Analysis and Management > Flashcards

BCS - Module 4: Stakeholder Analysis and Management Flashcards

1
Q

What is the T defined as in CATWOE

A

Transformation

Transformation is the principal based activity being carried out be the Actors. Turing an input into an output

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2
Q

What is the W defined as in CATWOE

A

Worldview

This defines what a stakeholder believes the organisation should be doing and why it exists

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3
Q

What technique can be used to help define the external factors which affect the Environment within the CATWOE framework?

A

PESTLE

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4
Q

Where in the CATWOE framework does this statement belong, and is this the perspective of a sales manager or customer service manager?

“Anyone who is willing to buy chicken from Los Pollos Hermonos”

A

Customers, from the perspective of the sales manager

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5
Q

Where in the CATWOE framework does this statement belong, and is this the perspective of a sales manager or customer service manager?

“Telesales team set challenging sales targets”

A

Actors, from the perspective of the sales manager

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6
Q

Where in the CATWOE framework does this statement belong, and is this the perspective of a sales manager or customer service manager?

“Pro-active ‘point’ sales of meals to customers”

A

Transformation, from the perspective of the sales manager

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7
Q

Where in the CATWOE framework does this statement belong, and is this the perspective of a sales manager or customer service manager?

“Success in the fast food industry results from outselling the competition across a wide customer base”

A

Worldview, from the perspective of the sales manager

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8
Q

Early analysis of stakeholder can help prevent;

late emergence of stakeholder conflict, …, implementation of poor solutions, communication problems, resistance on antipathy

What is missing?

A

Misunderstanding of business needs

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9
Q

Early analysis of stakeholder can help prevent;

late emergence of stakeholder conflict, misunderstanding of business needs, implementation of poor solutions, communication problems, ….

What is missing?

A

Resistance or antipathy

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10
Q

Early analysis of stakeholder can help prevent;

late emergence of stakeholder conflict., misunderstanding of business needs, implementation of poor solutions, …, resistance on antipathy

What is missing?

A

Communication problems

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11
Q

What stakeholder attitude is this?

“someone who will just obstruct progress, possibly for reasons outside the project itself”

A

Blocker

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12
Q

What stakeholder attitude is this?

“will work actively to disrupt, impede or derail the project”

A

Opponent

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13
Q

What does the power/interest grid enable?

A

1) strategies explored to manage specific postion of stakeholder to win their support.
2) Agreement with stakeholders where they sit (can move throughout) being advantageous for success of project

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14
Q

Early analysis of stakeholder can help prevent;

…., misunderstanding of business needs, implementation of poor solutions, communication problems, resistance on antipathy

What is missing?

A

Late emergence of stakeholder conflict

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15
Q

Where in the CATWOE framework does this statement belong, and is this the perspective of a sales manager or customer service manager?

“success in the fast food industry comes with established close links with customers and providing an excellent service”

A

Worldview, from the perspective of the customer service manger

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16
Q

What is the O defined as in CATWOE

A

Owner

The owner is the person or group who controls the system/organisation. They ultimately have the power to change or close the system/organisation

17
Q

Where in the CATWOE framework does this statement belong, and is this the perspective of a sales manager or customer service manager?

“Knowledgeable sales and customer service staff who develop long-term relationships with customers”

A

Actors, from the perspective of the customer services manager

18
Q

What is the A defined as in CATWOE

A

Actor

The Actors are those who carry out the Transformation

19
Q

What stakeholder attitude is this?

“not in favour of the project but probably not actively opposed to it”

A

Critic

20
Q

What is the C defined as in CATWOE?

A

Customer

The customers are those who benefit from the output of the Transformation

21
Q

What is the E defined as in CATWOE

A

Environment

This is the Environment in which the system/organisation operates. External factors can be identified using PESTLE. Internal factors can also have an effect, such as policies

22
Q

Name at least three things you need to know to complete the power/interest grid…

A

1) Financial interest stakeholders have
2) Emotional interest stakeholders have
3) What info do they require? How do they want/best way to comm this info?
4) What/who influences them?

23
Q

What stakeholder attitude is this?

“will actively work for the success of the project”

A

Champion

24
Q

Early analysis of stakeholder can help prevent;

late emergence of stakeholder conflict., misunderstanding of business needs, …, communication problems, resistance on antipathy

What is missing?

A

Implementation of poor solutions

25
Q

What stakeholder attitude is this?

“in favour of the project but probably will not be very active in promoting it”

A

Supporter

26
Q

Where in the CATWOE framework does this statement belong, and is this the perspective of a sales manager or customer service manager?

“Establish regular customers who appreciate the personal touch”

A

Customers, from the perspective of the customer service manager

27
Q

What stakeholder attitude is this?

“has expressed no opinion either in favour or against the project”

A

Neutral

28
Q

Where in the CATWOE framework does this statement belong, and is this the perspective of a sales manager or customer service manager?

Repeat selling of fried chicken to long-term customers”

A

Transformation, from the perspective of the customer service manager

29
Q

What action do you take with a stakeholder who has no interest and no power?

A

Ignore

30
Q

What action do you take with a stakeholder who has no interest and high power?
Who is likely to be one of these stakeholders?

A

Watch

Sales and Marketing Director

31
Q

What action do you take with a stakeholder who has no/some interest and some power?
Who is likely to be one of these stakeholders?

A

Keep on Side

Middle managers who are not directly affected by the project

Regulators who will only get involved if some breach of rules is suspected

32
Q

What action do you take with a stakeholder who has high interest and high power?
Who is likely to be one of these stakeholders?

A

Manage Closely

Managers of the functions involved in the project

Project Sponsor.

33
Q

What action do you take with a stakeholder who has some interest and high power?

A

Keep Satisfied

34
Q

What action do you take with a stakeholder who has interest and no power?
Who is likely to be one of these stakeholders?

A

Keep Informed

The workers who will be engaged in the day to day running of the business

BCS BA Practice (9 decks)

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