PM tutor. Manage Stakeholder Expectations. Presented by Dipo Tepede, PMP, SSBB, MBA. Empowering Excellence. Powered by POeT Solvers Limited

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1 PM tutor Empowering Excellence Manage Stakeholder Expectations Presented by Dipo Tepede, PMP, SSBB, MBA

2 This presentation is copyright 2009 by POeT Solvers Limited. All rights reserved. This presentation is protected by the Nigerian Copyright law and may not be reproduced, distributed, transmitted, displayed, published or broadcast without the prior written permission of POeT Solvers Limited. You may not alter or remove any trademark, copyright or other notices. PMP, CAPM, PMI, PMBOK Guide are registered marks of Project Management Institute, Inc.

3 At the end of this training, our goal is for you to: Be able to explain the difference between an issue and a risk Be able to describe the issue log Be able to draw a timeline that explains the continuous nature of managing your stakeholders

4 Communications Management Genera- tion Storage Retreival Collection Distri- bution Dispos- ition

5 Communications Processes Process Identify Stakeholders Plan Communications Distribute Information Manage Stakeholder Expectations Report Performance Group INIT PLAN EXEC EXEC M & C

6 Communication Processes Identify Stakeholders Identify all involved and document their influence on the project Plan Communications Document stakeholder info needs and how to communicate effectively Distribute Information Make information available to all stakeholders according to plan

7 Communication Processes Manage Stakeholder Expectations Resolve stakeholder issues and respond to their needs as they arise Report Performance Gather and distribute performance information like status reports and forecasts

8 Main Concept Managing Stakeholder expectation is done proactively Approach Communicate Analyze Resolve Project Manager is responsible

9 Management Activities Manage Stakeholder Expectations Communicate with Work with Meet needs Address issues Manage Project Team Track performance Provide feedback Manage changes Manage issues

10 Overlaps Groups Management activities Stakeholders Project Team Manage Stakeholder Expectations Manage Project Team

11 Stakeholder Expectation Inputs Project Mgt. Plan Issue Log Stakeholder Mgt. Strategy Stakeholder Register Required Input Change Log O.P.A

12 Our Goal Ensure that you are ready for the PMP Exam Want you to understand the larger picture

13 Inputs Why and From Where? Stakeholder Register Complete stakeholder list Comes from Identify Stakeholders Stakeholder Management Strategy Stakeholder management strategy and activities Comes from Identify Stakeholders

14 Inputs Why and From Where? Project Management Plan Documents communication needs, methods or tools Comes from Plan Communications Organizational Process Assets Organizational policies in regards to various management activities Part of overall assets from your organization

15 Inputs Why and From Where? Issue Log & Change Log Not from a specific process General project documents Issues need to be addressed proactively Changes need to be communicated

16 Issue Definition for Issue & Log A point or matter in question or in dispute, or a point or matter that is not settled and is under discussion or over which there are opposing views or disagreements. Log A document used to record and describe or denote selected items identified during execution of a process or activity

17 Issue Log The moment a stakeholder raises an issue, it should be added to the issues log Owner and target date for the resolution should be assigned Issue is a risk that has actually occurred

18 Risks can become Issues Risk Register Issue Log

19 Stakeholder Expectations T&T Communication Methods Interpersonal Skills Management Skills

20 Sample Questions Which of the following Communication methods is the most effective means for communicating with your stakeholders? A. Status Reports B. Issues Log C. Phone Call D. Face-to-Face

21 Stakeholder Expectations Output Org. Process Assets Updates Change Requests Project Mgt. Plan Updates Project Document Updates

22 Activity & Output Stakeholder Activity Identifies a problem Communicates a change New stakeholder joins Requests prb. resolution Changed comm. need Stakeholder Feedback All of the above Process Output Updated Issue Log Documented Cause Change Request Updated stakeholder register Updated stakeholder Mgt. Str. Documentation of action Updated Project Mgt. Plan Increased Heartburn Empty Champagne bottle Lessons learned

23 Action Resolution Change occurs Change Req. Issued Change Req. Approved Issue Resolved Change Req. implemented

24 Manage & Resolve Timeline Manage & Resolve Manage & Resolve Manage & Resolve January February March

25 Difference Plan Communication The process of determining project stakeholder information needs and defining a communication approach Distribute Information The process of making relevant information available to project stakeholders as planned Manage Stakeholder Expectations The process of communicating and working with stakeholders to meet their needs and addressing issues as they occur

26 Review Managing Stakeholders is something that you do proactively The PM is responsible for managing stakeholders The process has two important tools and techniques: Communication methods PMs skills to do the job