20
Who are stakeholders and why should we analyze them?
Stakeholder Analysis
Stakeholder: anyone who will be affected by the project
1. People in the process2. Managers of the process3. People upstream to the process4. People downstream to the process5. Customers6. Suppliers7. Etc.
Stakeholder Analysis
Because the project will bring about change to the organization and the change will effect various people, major resistance to the change can develop.
We must attempt to remove or reduce the resistance to change
Stakeholder Analysis
Stakeholder MatrixName Department
Project Role Role/Responsibilities Description
Jacob Prototype Operations Project Manager Develop and maintain a detailed project plan.
Conduct information gathering activities.
Compile data from various work centers.
Graph data showing work center turn time trends
Establish goals for work centers.
Train managers on the use of the metrics spreadsheet.Kc Prototype Operations Project Sponsor and
metrics spreadsheet user
Approve project charter and project plan.
Provide contact information for various work centers.
Provide information on the various work centers.
Participate in training on metrics spreadsheet data collection.
Use the spreadsheet to monitor turn times
Provide management perspective of prototype metrics turn times for future improvements.
Greg Prototype Operations Metrics spreadsheet user
Use the spreadsheet to monitor turn times.
Provide management perspective of prototype metrics turn times for future improvements.
Michelle Engineering Operations Metrics spreadsheet user
Use the spreadsheet to monitor turn times.
Provide management perspective of prototype metrics turn times for future improvements.
What information needs to be communicated
Timeframe or frequency of communication
Person responsible for communicating
Person responsible for releasing confidential information
Methods for conveying information
Flow charts for information flow
Communication constraints (usually because of regulations)
Communication Plan
Stakeholder Register
1Mark Maliszewski Supervisor CharMeck 311 (704) 555-1212 KBU lead
provide information on process, provide resources 5 supporter
attend meetings & communicate via email to report project progress
2 Jill White Call Center Mgr CharMeck 311 (704) 555-1214 team member
Provide information to the team and approve process maps 5 neutral
Invite to meetings (optional) & distribute meeting minutes
3Preston Young
IT (Database Admin) CharMeck 311 (704) 555-1216 team member
provide information on current process 2 resistor Required in meetings
4
Stakeholder Register
ClassificationStrategy for gaining support or
reducing obstacles
Impact
ID Name Title Business UnitContact
InformationProject Interest
(1-5)Role Responsibility
Project Title: Address Management Program (AMP)
Stakeholder Analysis
Cardiologists Test Technitions Administration Patients & Families Radiologists
Strongly Support X O O
Support O X O X O
Neutral X
Opposed X
Strongly Opposed
X = current level of commitmentO = desired level of commitment
Stakeholder Groups
Determine forces favoring the project goal Determine the opposing forces
Determine a strategy to reinforce the forces favoring the goals and to weaken the opposing forces
Force Field Analysis
Example: Reducing Teenage Smoking
Driving Forces Restraining ForcesParental pressure Free timePeer pressure Peer pressureFear of addiction AddictionFear of cancer Exam timeCosts PartiesAdvertising Advertising
To analyze customer expectations/requirements based on 3 categories:
Dissatisfiers – Customer expects basic requirements. If these are not there then they are unhappy
Satisfiers – Customer’s requirements are met Delighters – Features or services that go beyond
the expectations of the customer
Can you think of an example?
Kano Model
CustomerRequirement
Unmet
CustomerRequirement Met
CustomerDissatisfied
CustomerSatisfied
Dissatisfiers
Satisfiers
Delighters
Kano Model
Competitive Pressure
New car radio
Dissatifier: New car has no radio Satisfier: New car has a radio with a CD
player Delighter: New car has a radio with CD
player, satellite radio, and connection for an MP3 player
Question: Can a delighter today only be a satisfier tomorrow???
Kano Analysis
Taking complex or unfamiliar problems and organizing it into logical categories based on similarity.
Helps to identify patterns and establish related groups that exist in qualitative datasets
Affinity Diagrams
1. Define the problem under consideration2. Write ideas, data, facts, opinions, etc and
write it on index cards or sticky notes.3. Place the index cards or sticky notes on a
conference table or wall.4. Arrange the groups into similar thought
patterns or categories.5. Develop a category title for each group
(this is the affinity card).
Creating an Affinity Diagram
Translates initial customer requirements into numerical or measurable requirements moving from general to specific.
Critical to Quality (CTQ) Tree
General Specific
Need Drivers CTQs
1. Identify the customer2. Identify the customer’s need.3. Identify the first set of customer
requirements4. Progress further with more levels as
needed5. Validate with the customer
CTQ Steps:
CTQ Tree: Meal Performance Example
Taste Good
Order Meal
FastDelivery Speed
Price Cheap
A high level process view
Suppliers – Who are the key suppliers? Inputs – Where do the materials come from? Processes – From 40,000 ft, what are the
process steps (usually 4 to 7 process steps displayed)?
Outputs – What is the end result product/service of the process?
Customers – Who is the user of the end result?
SIPOC
SIPOC - Example
Suppliers Inputs Process Outputs Customers
HC Spinks Clay Clay Grind/Screen raw materials Residential brick HomeownersBowerston Shale Co. Shale Brick nuggets Brick distributors
Chevron Phillips Manganese Extrude & cut "green" brick Brick pavers LandscapersCity of Lexington Water Special brick shapes Architects
Exxon Oil Stack "green" brick Home improvement stores
Piedmont Natural Gas Natural gas Home buildersSignode banding Dry brick
Fire brick
Package & ship brick
