When a management system is to be developed that meets all the requirements of a management system standard e.g. ISO 9001 is the creation of a stakeholder analysis one of the first activities carried out. It identifies, analyses and manages stakeholders' interests and expectations.
When we talk about stakeholders, many people immediately draw the idea that it is about customers and customer requirements. But stakeholders are broader than that.
Examples of stakeholders include:
To create a picture of the stakeholders, it is common to map and document which stakeholder groups are involved, why they are interested, level of interest, involvement, activities they are involved in and who is internally responsible for each stakeholder group as well as which teams are involved/influenced within the company.
Having a customer focus is a cornerstone of ISO 9001, and considering the company's stakeholders continuously to create a complete picture of your world is a key to success when designing products/services and managing your business.
Because stakeholder analysis should be a natural part of everyday life and leadership within the company needs processes be established to take into account the views of stakeholders and to encourage their participation and support.
The company will also evaluate stakeholders' views and improve the processes used to meet their needs and expectations over time.
It is not uncommon for new technological innovations, for example, to suddenly cause stakeholders to place completely new demands on you than before.
Consider, for example, how stakeholders' expectations changed for county council health centres after Kry and Doktor.se began to take large market shares.
ISO 9001 also requires organizations to manage risks that may affect the company's ability to meet stakeholder expectations, and that the company has a system in place to improve the quality of products or services they deliver.
As you understand, it is of course valuable for any organization to understand its surroundings in order to ultimately deliver the high-quality products and services that customers actually need.
Getting certified and maintaining their certification to a quality standard like ISO 9001 is a great way to ensure that we cover all the pieces needed to lay a complete management puzzle.
