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Representative POMs are described for Stakeholder Interactions Management at each level of maturity.

2Basic

• Practice

  Identify key stakeholders such as the project sponsor, project approvers, recipients, and customers of project deliverables, and establish basic regular communications with them.

  Outcome

  Core project stakeholders are brought into the communications channels of the project.

  Metric

  The number of projects where core stakeholders are informed and listened to through project communications channels.

• Practice

  Listen to stakeholders to understand their expectations from the project — in particular the four core project measurements i.e. scope of work, schedule, quality, and cost.

  Outcome

  The project management team understands the stakeholders' expectations and can start to manage expectations towards what is likely to happen based on the available resources and constraints imposed on the project.

  Metric

  The number of projects where stakeholder expectations are documented and managed.

3Intermediate

• Practice

  Leverage project management literature and guidance to help inspire ideas for stakeholder communication channels.

  Outcome

  Engagement and communications are more focused and effective, and are based more firmly on the needs of key stakeholders.

  Metric

  The number of projects following standard communications approaches.

• Practices

  • Develop and communicate test plans and acceptance criteria for project deliverables with stakeholders.
  • Where possible, do this with stakeholder involvement.

  Outcome

  Expectations are set and aligned with the project's ability to deliver.

  Metric

  The number of projects where stakeholders were involved and/or informed about project processes and acceptance criteria.

4Advanced

• Practice

  Group or classify stakeholders for communications and provide each group with focused communications based on their needs.

  Outcomes

  • Engagement and communications are comprehensive and tailored for all stakeholders and are often pre-emptive.
  • Stakeholder interactions management delivers a competitive advantage to the organization.

  Metric

  The number of projects using communications that are specific to the stakeholder group.

• Practice

  Conduct gap analysis to identify mismatched stakeholder expectations and manage the closure of those gaps.

  Outcome

  More focused and targeted efforts ensure that any expectations gaps are closed.

  Metric

  Stakeholder satisfaction surveys.

5Optimized

• Practice

  Provide staff access to research literature, education assistance to doctoral levels, professional association memberships, and the time and resources to experiment.

  Outcome

  The stakeholder engagement process is continuously improved.

  Metrics

  • The number of library subscriptions.
  • The number of staff in education or certification programmes.
  • The number of project communications innovations.

• Practice

  Implement a programme of continuous improvement for stakeholder expectations management that leverages industry best practice, research findings, and vendor advice.

  Outcome

  Stakeholder expectations management is maintained at a state-of-the-art level and raises satisfaction levels with project undertakings.

  Metric

  Stakeholder satisfaction surveys.