Stakeholder Analysis

The stakeholder analysis is an interview based analysis that helps an organization to gather important information on what business and process problems exist. It can also be used to support the program design and deployment for a performance excellence process like Lean and Six Sigma. This analysis should be completed in the Prepare Phase or on an annual basis, as it is important to obtain information about the organization in order to discover opportunities for performance improvement and any past or current barriers that need to be addressed in preparing for a successful launch.

This analysis allows your team to discover important information about your organization through the eyes of the senior executives and middle management. In planning for the Stakeholder Analysis, the management team is identified and scheduled for interviews to review a specific set of questions. The purpose of the interviews is to:

Understand the strategic plan and key drivers from the perspective of the management team

Understand how the quality of business processes are viewed

Understand the size of the financial opportunity for improvement

Understand what internal processes are dashboard critical and may need improvement

Help focus the performance excellence programs deployment plan to drive results

Gather information for preparation of deployment elements like training and project selection

Typical questions to be asked are:

What are the top three pressing business concerns that you have? Is it improving top-line growth, throughput, reducing variation, improving customer satisfaction, increasing revenue, etc.?

What are the most important barriers to dealing with these concerns?

How do these map into your strategic plan?

Are there other strategic issues that need to be addressed beside those just mentioned?

How does improving customer satisfaction and loyalty fit into the strategic and tactical plans of your system?

What specific evidence do you have on customer satisfaction and loyalty today? What are the issues? How are they being addressed?

What about the role of quality in achieving your strategic and tactical plans (if different)?

What cultural issues should you be aware of at this time that may make it difficult to deploy and achieve results at X Company?

What changes would you like to see as a result of improved efficiency of processes and effectiveness of products?

What specific processes, if improved, would enable X Company to achieve its strategic objectives?

What has worked well and not worked well with current or prior initiatives?

What challenges and/or obstacles must be overcome for 100% successful performance excellence implementation?

After the interviews are completed and reviews of any relevant data are analyzed, the stakeholder analysis information is summarized and communicated in a presentation for the executive management team. Findings are summarized for the common responses and themes around business concerns, barriers, cultural issues, improvements required, and enablers for success.

From there, the executive management team begins to shape the design of a specific program to close identified gaps. For example, in the case of designing a Lean Six Sigma rollout, the Stakeholder Analysis findings are used to plan for project selection and design of the governance and infrastructure in preparation for a successful launch.


All Rights Reserved, Juran Institute, Inc. PAGE 1

Categories: News