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How do you ensure stakeholder satisfaction in facility projects?

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Facility projects are complex and often involve multiple stakeholders with different needs, expectations, and interests. As a facilities engineer, you need to manage these stakeholder relationships effectively to ensure the success of your project and the satisfaction of your clients. In this article, we will share some tips on how to do that.

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Yasser Zannoun / Voice-Of-FM / AfricaFM / E.

Voice-Of-FM Founder and Managing Director/ Part-time Instructor at AUC ESS / AfricaFM/ Ambassador At EuroFM/…
Y?A?S?S?E?R? Z?A?K?A?R?I?A?

Facilities Management & Sustainable Innovations Leader | PMP ?, ACP ?, CFM ? Certified | Delivering Excellence in…

1 Identify your stakeholders

The first step is to identify who your stakeholders are and what they want from your project. Stakeholders can be internal or external, such as owners, users, operators, contractors, suppliers, regulators, or community groups. You can use tools such as stakeholder analysis, stakeholder mapping, or stakeholder register to categorize and prioritize your stakeholders based on their power, influence, interest, and impact on your project.

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Yasser Zannoun / Voice-Of-FM / AfricaFM / E.

Voice-Of-FM Founder and Managing Director/ Part-time Instructor at AUC ESS / AfricaFM/ Ambassador At EuroFM/ Co-Founder EGYFMA/ Events Moderator/Head Hunter/ Public Speaker/ FM Trainer/Competency-Based Education Advisor
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Yes, the first step is to identify your stakeholders and try to identify current stakeholders and potential stakeholders, add your staff as a member of stakeholders list to manage their expectations and needs. Satisfaction start from your team members

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2 Communicate clearly and regularly

The second step is to communicate clearly and regularly with your stakeholders throughout the project lifecycle. You need to establish a communication plan that defines the purpose, frequency, mode, and content of your communication with each stakeholder group. You also need to use appropriate communication methods, such as meetings, reports, emails, or newsletters, to convey your project goals, progress, issues, and risks. You should also solicit feedback and input from your stakeholders and address their concerns and expectations.

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Yasser Zannoun / Voice-Of-FM / AfricaFM / E.

Voice-Of-FM Founder and Managing Director/ Part-time Instructor at AUC ESS / AfricaFM/ Ambassador At EuroFM/ Co-Founder EGYFMA/ Events Moderator/Head Hunter/ Public Speaker/ FM Trainer/Competency-Based Education Advisor
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I believe that before communicating with your stakeholders, use your staff's experience and expertise to identify the needs and expectations of each group of stakeholders. By maintaining consistency in communication with all of your stakeholders, you can avoid any misunderstandings and keep everyone up to date on the status of your project.

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3 Manage stakeholder expectations

The third step is to manage stakeholder expectations and align them with your project scope, schedule, budget, and quality. You need to set realistic and achievable expectations from the start and avoid overpromising or underdelivering. You also need to monitor and control any changes or deviations from your project plan and communicate them to your stakeholders as soon as possible. You should also manage any conflicts or disputes that may arise among your stakeholders and seek win-win solutions.

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Yasser Zannoun / Voice-Of-FM / AfricaFM / E.

Voice-Of-FM Founder and Managing Director/ Part-time Instructor at AUC ESS / AfricaFM/ Ambassador At EuroFM/ Co-Founder EGYFMA/ Events Moderator/Head Hunter/ Public Speaker/ FM Trainer/Competency-Based Education Advisor
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For me, it is an action plan, SMART goal and achievable objectives. Use 5Ws+H to create an effective plan and to distribute all tasks to each individual and to be easily managed

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4 Involve stakeholders in decision-making

The fourth step is to involve stakeholders in decision-making and problem-solving. You need to identify and engage the key stakeholders who have the authority, expertise, or interest to make or influence decisions that affect your project. You also need to consult and collaborate with your stakeholders to identify and analyze the options, risks, and trade-offs of your decisions. You should also document and communicate your decision-making process and rationale to your stakeholders and explain how their input was considered.

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Y?A?S?S?E?R? Z?A?K?A?R?I?A?

Facilities Management & Sustainable Innovations Leader | PMP ?, ACP ?, CFM ? Certified | Delivering Excellence in Efficiency, Quality, and Cost Optimization
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Every stakeholder is unique, and their requirements may vary. By customizing our approach to meet their specific needs, we showcase our dedication to their satisfaction and ultimately increase their buy-in for the project.

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Yasser Zannoun / Voice-Of-FM / AfricaFM / E.

Voice-Of-FM Founder and Managing Director/ Part-time Instructor at AUC ESS / AfricaFM/ Ambassador At EuroFM/ Co-Founder EGYFMA/ Events Moderator/Head Hunter/ Public Speaker/ FM Trainer/Competency-Based Education Advisor
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Prepare a case with a report and a list of potential solutions, educate your stakeholders of the case with all the details—use facts, not opinions—and let them select from a range of workable options, in accordance with my prior experience. Do not let your stakeholders make decisions for you; you are aware of the resources at your disposal, the skills of your team, the budget, and the funding alternatives available; thus, strive to manage it as a choice between options that are both feasible and accessible.

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5 Deliver value and quality

The fifth step is to deliver value and quality to your stakeholders. You need to understand and meet the needs and expectations of your stakeholders in terms of the functionality, performance, reliability, safety, and sustainability of your facility. You also need to adhere to the standards, regulations, and best practices of your industry and profession. You should also measure and evaluate your project outcomes and deliverables against the agreed criteria and indicators of success.

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6 Celebrate and appreciate

The sixth and final step is to celebrate and appreciate your stakeholders. You need to acknowledge and recognize the contributions, achievements, and feedback of your stakeholders throughout the project. You also need to celebrate and share the successes and lessons learned of your project with your stakeholders. You should also express your gratitude and appreciation to your stakeholders for their support, trust, and collaboration.

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7 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 ensure stakeholder satisfaction in facility projects?

1

2

3

4

5

6

7

1 Identify your stakeholders

2 Communicate clearly and regularly

3 Manage stakeholder expectations

4 Involve stakeholders in decision-making

5 Deliver value and quality

6 Celebrate and appreciate

7 Here’s what else to consider

Facilities Engineering

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How do you ensure stakeholder satisfaction in facility projects?

1

2

3

4

5

6

7

1 Identify your stakeholders

2 Communicate clearly and regularly

3 Manage stakeholder expectations

4 Involve stakeholders in decision-making

5 Deliver value and quality

6 Celebrate and appreciate

7 Here’s what else to consider

Facilities Engineering

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