Service industry, manufacturing, mining, processing - does it reall matter?
There is no formula for this.
1. You need to determine who your Key Stakeholders are.
2. Determine how the project will impact them (what needs are satisfied, what areas create conflict for them)(e.g. - this can be used when constructing a risk managemenet table).
3. Determine what impact they can have on the project.
4. Sit them all down together (where practicable) and explain what the project is about - what is to be achieved, tell them what you want from them, get them to air their concerns and discuss how these will be dealt with.
5. Get them to confirm their committment before they leave the room. This can be done simply if confidence is high, or you can get everybody to sign a committment charter if you think that is what it will take.
SHORT VERSION: Identify the key stakeholders, determine what their needs and expectations are, and then manage and influence those expectations to ensure a successful outcome.
In general, differences between or among stakeholders should be resolved in favour of the customer.
I usually do a 1 on 1 with the CEO/President/MD and tell them that I need them to be visually supporting the project through words or actions.
I frequently use the signed Quality Policy to highlight to employees that this document signifies senior management's committment to supplying the necessary resources and skills to achieve the goals of the project.
A management representative for quality is usually appointed or employed because the company has a need. This may be market driven, or improvement driven. Either way, the fact you have a job is recognition by the company that this needs to happen, and everyone in management needs to get on board.
Hope this helps.
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