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How do you map stakeholder relationships in your quality management system?

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Quality management is not only about delivering products or services that meet customer expectations, but also about engaging with various stakeholders who have an interest or influence on your quality outcomes. Stakeholders can be internal or external, and they can have different needs, expectations, and perspectives on quality. Mapping stakeholder relationships is a useful technique to identify, prioritize, and communicate with your stakeholders in your quality management system. In this article, you will learn how to map stakeholder relationships in four steps.

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1 Step 1: Identify your stakeholders

The first step is to identify who are your stakeholders in relation to your quality management system. Stakeholders can be anyone who is affected by, or can affect, your quality performance, such as customers, suppliers, employees, managers, regulators, competitors, or partners. You can use various sources of information to identify your stakeholders, such as organizational charts, contracts, surveys, interviews, or feedback. You can also use brainstorming or stakeholder analysis tools to generate a comprehensive list of stakeholders.

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Brenda Laufs

Inventory Specialist, Warehouse Supervisor, MRP, Demand Planner, planning shuts with maintenance
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Brainstorming. Start by identifying all the potential stakeholders — people, groups, or organizations affected by your product or project, those who have influence over it, or have an interest or concern in its success. ... Categorization. ... Prioritization. ... Stakeholder communications.

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2 Step 2: Categorize your stakeholders

The next step is to categorize your stakeholders based on their level of interest and influence on your quality management system. Interest refers to how much a stakeholder cares about your quality results, and influence refers to how much a stakeholder can impact your quality decisions or actions. You can use a simple matrix to plot your stakeholders on two axes: high or low interest, and high or low influence. This will help you to group your stakeholders into four categories: key players, keep satisfied, keep informed, and minimal effort.

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3 Step 3: Prioritize your stakeholders

The third step is to prioritize your stakeholders based on their importance and urgency for your quality management system. Importance refers to how much a stakeholder contributes to your quality objectives, and urgency refers to how much a stakeholder requires your immediate attention or response. You can use another matrix to rank your stakeholders on two scales: high or low importance, and high or low urgency. This will help you to assign your stakeholders into four quadrants: critical, major, minor, and negligible.

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4 Step 4: Communicate with your stakeholders

The final step is to communicate with your stakeholders based on their category and priority for your quality management system. Communication refers to how you inform, consult, involve, or collaborate with your stakeholders on your quality issues, plans, actions, or results. You can use a stakeholder communication plan to define the purpose, frequency, mode, and content of your communication with each stakeholder group. You can also use feedback mechanisms to monitor and evaluate the effectiveness of your communication and stakeholder relationships.

By mapping stakeholder relationships in your quality management system, you can ensure that you understand, manage, and satisfy your stakeholder needs and expectations, and that you align your quality goals and activities with your stakeholder interests and influences.

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5 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?

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How do you map stakeholder relationships in your quality management system?

1

2

3

4

5

1 Step 1: Identify your stakeholders

2 Step 2: Categorize your stakeholders

3 Step 3: Prioritize your stakeholders

4 Step 4: Communicate with your stakeholders

5 Here’s what else to consider

Quality Management

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How do you map stakeholder relationships in your quality management system?

1

2

3

4

5

1 Step 1: Identify your stakeholders

2 Step 2: Categorize your stakeholders

3 Step 3: Prioritize your stakeholders

4 Step 4: Communicate with your stakeholders

5 Here’s what else to consider

Quality Management

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感谢您的反馈

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