Aug 20 2021

Do You Know Who the Stakeholders Are for Your Instructional Experience Effort?

Stakeholders set the Measures & Standards for Instructional Results

In L&D we too often measure Learning Activities and not Learning Results – back-on-the-job.

Performance Competence is all about meeting the Stakeholder Requirements

The Stakeholder Hierarchy

Adapted from my 1995 article in the Journal for Quality and Participation.

Society at large – members of this Stakeholder Group “win” when all members of Society gain in meeting their needs.

Government – members of this Stakeholder Group “win” when the people that the government represents win – and the government provides the services needed by the people.

Shareholders/Owners – members of this Stakeholder Group “win” when their investments pay off in returns, both financial and otherwise – as they themselves chose.

Executives – members of this Stakeholder Group “win” when they are able to achieve the goals set for them by the Shareholders/Owners.

Management – members of this Stakeholder Group “win” when they are able to achieve the goals set for them by the the Executives.

Customers – members of this Stakeholder Group “win” when they are able to achieve their goals set for them by their leaders – and this is made possible by their suppliers of products and/or services.

Employees – members of this Stakeholder Group “win” when they are able to achieve the goals set for them by their management.

Suppliers – members of this Stakeholder Group “win” when they are able to achieve their goals – set for them by their leaders – and this is made possible by their ability to be quality suppliers of products and/or services to their customers.

Community – members of this Stakeholder Group “win” when all members of the Community, of Society, gain in meeting their needs.

The 1995 Article

The Customer Is King – Not! – 15 page PDF – the original version of the article published in the Journal for Quality and Participation in March 1995 – address Balancing Conflicting Stakeholder Requirements, and suggests that the Customer is Not the King of Stakeholders (despite the unfortunate slogans from the Quality movement despite Deming’s admonitions about slogans). Balancing Conflicting Stakeholder Requirements – Wallace – March 1995 AQP

And the version in ISPI’s November 2011 Performance Express: performancexpress.org-Stakeholders Beyond the Customers The Customer Is King Not

The BIG PICTURE of EPPI

EPPI – Enterprise Process Performance Improvement