IVI Framework Viewer

Stakeholder Interactions Management

A2

Identify relevant stakeholders and through engagement, identify their project needs and aspirations. Establish and apply approaches that are effective in communicating; in motivating and securing stakeholder support; buy-in; and the ownership of key initiatives.

Improvement Planning

Practices-Outcomes-Metrics (POM)

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.