How can you identify stakeholders that are not immediately obvious in Facility Management (FM)?

1 Define stakeholder criteria

The first step to identifying stakeholders is to define what criteria you will use to determine who is relevant and important for your FM project or process. Stakeholders can be defined by their roles, responsibilities, expectations, needs, interests, power, influence, or impact on your facility. You can use a stakeholder analysis framework, such as the RACI matrix, to clarify who is responsible, accountable, consulted, or informed for each FM activity or decision. You can also use a stakeholder map, such as the Mendelow matrix, to plot stakeholders based on their power and interest in your facility.

3 Validate stakeholder relevance

The third step is to validate whether the stakeholders you have identified are relevant and important for your FM project or process. You can use a stakeholder validation checklist, such as the SMART criteria, to evaluate whether the stakeholders are specific, measurable, achievable, realistic, and timely for your FM objectives and scope. You can also use a stakeholder validation matrix, such as the salience model, to assess whether the stakeholders have legitimacy, urgency, and power in relation to your facility. You can also use a stakeholder validation feedback loop, such as the PDCA cycle, to monitor and review stakeholder feedback and adjust your stakeholder identification accordingly.

4 Prioritize stakeholder engagement

The fourth step is to prioritize how you will engage with the stakeholders you have identified and validated. You can use a stakeholder prioritization matrix, such as the power/interest grid, to classify stakeholders into four categories: key players, keep satisfied, keep informed, or minimal effort. You can also use a stakeholder prioritization tool, such as the stakeholder influence diagram, to visualize how stakeholders influence each other and your facility. You can also use a stakeholder prioritization strategy, such as the stakeholder engagement plan, to define how you will communicate, collaborate, and manage expectations with each stakeholder group.

5 Manage stakeholder relationships

The final step is to manage the relationships with the stakeholders you have prioritized and engaged with. You can use a stakeholder relationship management system, such as the CRM software, to track and record stakeholder interactions, issues, and feedback. You can also use a stakeholder relationship management framework, such as the stakeholder satisfaction model, to measure and improve stakeholder satisfaction and loyalty. You can also use a stakeholder relationship management technique, such as the stakeholder dialogue, to facilitate constructive and respectful conversations and resolve conflicts or disputes with stakeholders.

Identifying stakeholders that are not immediately obvious in Facility Management (FM) is a challenging but essential task for facility managers. By following these five steps, you can ensure that you have a comprehensive and accurate picture of who is involved or affected by your facility operations and how you can effectively work with them to achieve your FM goals and outcomes.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?