5764874
Description
Flashcards by Alex Millar, updated more than 1 year ago
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Created by Alex Millar
almost 8 years ago
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| Question | Answer |
| Who are the stakeholders | Individuals and groups with an interest in the project process or outcome |
| Where are the stakeholders? | Both inside and outside of the organisation |
| Who are the internal stakeholders? | Company Director Project manager Project team |
| Who are the external stakeholders? | Customers Shareholders Local community Society |
| What is stakeholder analysis? | its a method that helps us to identify, prioritise and understand our stakeholders |
| Why analyse them? | the understand their expectations/requirements of the project to help classify project success and failure |
| what do we analyse? | skills experience participation preference working styles expectations |
| where can we analyse/gather info? | CVs, contracts Government regulations Myers Briggs, Belbin Objectives triangle Power-interest grid Negative/Positive energy grid |
| What the objectives triangle? | TCQ ^ / \ ------- |
| what does the power - interest grid map out? | Stakeholder Power (high or low) and Stakeholder interest (high or low) |
| what are the categories in the power-interest grid? | Monitor Keep Satisfied Keep Informed Manage Closely |
| What are the categories on the positive/negative energy grid? | Passives, Moaners, Opponents, Mutineers Golden Triangle, Waverers Zealots, Schismatics |
| what sort of people do we ideally want in the team? | Golden Triangle and waverers right balance, most realistic n.b. all the people are worth listening to, just need to keep their vibes/attitudes in mind |
| what is important to remember when analysing stakeholders using these frameworks? | that people do change we are not static, we are dynamic and can develop |
| What stakeholders check points are there? | 1 Process - push and pull, steps/stages/phases 2 Performance - quickest, cheapest, best 3 Outcomes - deadlines, milestones, gates 4 Conformance - to plan, budget, specification |
| How can we take accounts of stakeholders? | - Beware of stakeholder differences - Involve stakeholders in the project design process - Share your "well thought through" plan - Communicate/negotiate communication plan - Map socio-dynamics of stakeholders - Be Transparent - Work contingencies into plan to cope with the reality of working with stakeholders |
| stakeholder management is closely linked to basic customer service/satisfaction - what model is there to understand where expectation and perception can go wrong | model of service quality (Parasuraman) |
| what are the gaps where customer satisfaction can go wrong | 1 gap between managers perception of expectations and the actuality of customer requirements 2 gap between understanding the requirements but not how to provide & translate into process specifications |
| what are the gaps where customer satisfaction can go wrong? | 3 gap between providing the requirements and the process delivery during the execution phase 4 gap between the perceived quality of service of stakeholders and their expectations set by communications |
| What tool is there to help manage these gaps in the model of service quality | QFD - Quality Function Deployment |
| What are the key points of the Quality Function Deployment tool? | - customer requirements expressed in their own language - correlated with project team language - requirements prioritised by customer - perceptions of competitor performance are added to gauge relative position for each attribute from the customers POV |
| why is the QFD tool useful? | it provides a correlation between what is to be done - requirements - and how it can be done (project delivery) |
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