BCS - Module 4: Stakeholder Analysis and Management Flashcards
What is the T defined as in CATWOE
Transformation
Transformation is the principal based activity being carried out be the Actors. Turing an input into an output
What is the W defined as in CATWOE
Worldview
This defines what a stakeholder believes the organisation should be doing and why it exists
What technique can be used to help define the external factors which affect the Environment within the CATWOE framework?
PESTLE
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”
Customers, from the perspective of the sales manager
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”
Actors, from the perspective of the sales manager
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”
Transformation, from the perspective of the sales manager
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”
Worldview, from the perspective of the sales manager
Early analysis of stakeholder can help prevent;
late emergence of stakeholder conflict, …, implementation of poor solutions, communication problems, resistance on antipathy
What is missing?
Misunderstanding of business needs
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?
Resistance or antipathy
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?
Communication problems
What stakeholder attitude is this?
“someone who will just obstruct progress, possibly for reasons outside the project itself”
Blocker
What stakeholder attitude is this?
“will work actively to disrupt, impede or derail the project”
Opponent
What does the power/interest grid enable?
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
Early analysis of stakeholder can help prevent;
…., misunderstanding of business needs, implementation of poor solutions, communication problems, resistance on antipathy
What is missing?
Late emergence of stakeholder conflict
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”
Worldview, from the perspective of the customer service manger
What is the O defined as in CATWOE
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
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”
Actors, from the perspective of the customer services manager
What is the A defined as in CATWOE
Actor
The Actors are those who carry out the Transformation
What stakeholder attitude is this?
“not in favour of the project but probably not actively opposed to it”
Critic
What is the C defined as in CATWOE?
Customer
The customers are those who benefit from the output of the Transformation
What is the E defined as in CATWOE
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
Name at least three things you need to know to complete the power/interest grid…
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?
What stakeholder attitude is this?
“will actively work for the success of the project”
Champion
Early analysis of stakeholder can help prevent;
late emergence of stakeholder conflict., misunderstanding of business needs, …, communication problems, resistance on antipathy
What is missing?
Implementation of poor solutions
What stakeholder attitude is this?
“in favour of the project but probably will not be very active in promoting it”
Supporter
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”
Customers, from the perspective of the customer service manager
What stakeholder attitude is this?
“has expressed no opinion either in favour or against the project”
Neutral
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”
Transformation, from the perspective of the customer service manager
What action do you take with a stakeholder who has no interest and no power?
Ignore
What action do you take with a stakeholder who has no interest and high power?
Who is likely to be one of these stakeholders?
Watch
Sales and Marketing Director
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?
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
What action do you take with a stakeholder who has high interest and high power?
Who is likely to be one of these stakeholders?
Manage Closely
Managers of the functions involved in the project
Project Sponsor.
What action do you take with a stakeholder who has some interest and high power?
Keep Satisfied
What action do you take with a stakeholder who has interest and no power?
Who is likely to be one of these stakeholders?
Keep Informed
The workers who will be engaged in the day to day running of the business
