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  Identify Stakeholders


 
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Identify Stakeholders (A SPRINT Phase II task)

Task Description

A BPR project will tend to commence once a particular business process or set of processes has been identified for investigation and re-engineering.

We call this the baseline process. The purpose of this task is to begin to map out the broader business context in which the baseline process takes place. Further processes may be identified during the investigation. It is important that a BPR project is capable of looking beyond the baseline process where necessary.

A stakeholder is a person or group who is involved in a particular business process. These can be divided into the following :-

Process actors - Direct actors perform the process, Indirect actors provide inputs into the process.
Process beneficiaries - those who the process is intended to serve

As well as identifying the stakeholder groups, it is important at this stage to also identify where the process takes place (where in the organisation as well as physical location.)

Task Implementation

The BPR project team will interview senior user(s) in order to identify who is involved and where the processes take place. In other words "Who do we need to talk to?" and "Where can I find them?" The senior users should be asked to provide an organisational and staffing structure for their department.

A First Mile Workshop may be arranged to which individual stakeholders are invited.

Example

An investigation into customer access strategy and related back office processes within Salford Housing identified the following :-

Process Actors - Direct

  • Housing Assistants - counter service; call centre
  • Housing Officers - arrears; lettings; estate management and technical

Process Actors - Indirect

  • Maintenance staff - 3rd party and inhouse; utilities
  • Block Wardens
  • Other Housing - Homelessness team; Supported Tenancies
  • Outside agencies - police; social services

Process Beneficiaries

  • Tenants - inc. tenants associations/residents committee

Process Settings

  • Area Offices :- Eccles, Swinton, Worsley, Blackfriars etc.

This information was used in the next step - to develop an interview and observation schedule. We identified the direct process actors - and would subsequently interview them and the range of offices where they worked.

The indirect process actors were not interviewed, but the direct actors were asked questions relating to their dealings with them.

Tenant consultation was deemed to be outside the scope of the project in the short term, but was identified as being necessary when resources became available.

Outcomes

The completion of this task should lead to establishing a plan of work for interviews and observations.

Related Change Management TopicSee communications plan

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