Benefits Management & Stakeholder Engagement

Question 1

What are the components of benefits management?

Answer 1

Optimise realisation of benefits
Forecasts are achieved through change required
Sustained as long as possible
Emergent benefits are captured and leveraged, not ignored
Dis-benefits and minimised

Question 2

What methods can be used to engage stakeholders?

Answer 2

Sad

Question 3

What are the 7stages b principles of stakeholder engagement?

Answer 3

So

Question 4

What is the process of empathy mapping?

Answer 4

Jh

Question 5

What are the critical success factors of benefits management?

Answer 5

Active - search and engagement
Evidenced based - forecasts/processes
Transparent - Open/honest/link to objectives
Benefits Led - rather than activities
Forward Looking - Emphasis on learning/improvement not blame
Full cycle - of business change

Question 6

Jenner’s benefits management model?

2013

Answer 6

Principles and process to plan, identify, release benefits (house with columns)

Align with strategy
End in mind
Use successful delivery methods
Integrate with performance management
Manage from portfolio perspective
Apply effective governance
Develop a value culture

Question 7

What is engagement in change management leadership?

Answer 7

The pull competence, more effective change

Question 8

What are the 7 principles of stakeholder engagment?

Steven Covey’s

Answer 8

Universal (anywhere)
Empowering (leverage to CMs)
Self-validating (demo value)

Identifying

1. Important stakeholders wont forget you
2. Continuous identification
3. Prioritise and segment regularly

Managing relations

4. Some best engaged by others
5. Understand before being understood
6. Emotion trumps reason
7. Demonstration trumps argument

Question 9

What is stakeholder segmentation?

Answer 9

Group based on similarities:
Prioritisation
Analysis
Identify relevant engagement strategies

Question 10

CPIG Segmentation?

Answer 10

Customers
Providers
Influencers
Governance

Question 11

What is a stakeholder persona?

Answer 11

Social role or character
Helps understanding of needs or goals
Used for summary for segment

Helps share understanding
Data put in context with story
Human face for empathy
Solutions guided/prioritised

Question 12

What is empathy mapping

Answer 12

Mapping what persona thinks and feels, sees, says, does, hears and what is a pain/frustration and what works well?

Use individual persona, draft face, refer to diagram, draft profile

Question 13

What is a stakeholder radar?

Answer 13

Map of levels of engagement required for different stakeholders
Stakeholders can move through segments

Vital
Necessary
Good
Courtesy

Question 14

How can stakeholders be mapped in 2D?

Answer 14

Power and Influence (y) vs Interest (x)
Energy, commitment, readiness etc.

Keep satisfied. Engage Closely.
Monitor. Keep informed

Question 15

Stakeholder management influencing strategies?

Answer 15

Identify and target early adopters

Listening as a means of motivation - interests, needs, fears, struggles, present, need for change

Leading with meaning and emotion - influence beyond authority, need for change, purpose, meaning, tailored for emotional response

Influence through demonstration - understanding, credibility, prototyping, quick wins for added persuasion

Question 16

What is Rogers Innovation Adoption Model?

Answer 16

Use early adopters to facilitate change
Shows speed of adoption
Bell curve from innovators, early adopters, early majority, later majority, laggards

Question 17

What are other types on influencing factors?

Answer 17

Empathy - underlying motives
Inertia - power of habit
Conversation - and active listening
Resistance - can increase if pushed
Collaboration - team & stakeholders