Imagine you are the Chief Information Officer (CIO) for a well-known bank in one of the UAEs northern emirates. As CIO, you are sponsoring an internal project to upgrade customers service experience in the bank.

The project has identified the need for the bank to adopt a new customer relationship management (CRM) software to effect this upgrade. All key organizational purchases such as this require the approval of the CEO. The bank employs an IT Services Manager who is responsible for embedding the software into the bank without compromising the day-to-day running of the rest of the banks IT infrastructure. The Chief Operating Officer (COO) is responsible for negotiating the purchase terms and handover of the new CRM software, as well as the termination of the current one that is being replaced. IT department staff are at the daily users of the software in their dealings with bank customers, suppliers and employees. They are nervous and unsure about the extent of training they will need to operate the new software, as well as the impact the changes will have on their jobs. They have decided to adopt a wait and see attitude towards the new software before deciding whether to support or oppose its implementation. Meanwhile, several bank cashiers, bank managers, administrators and other front-office staff have complained in meetings and on social media that they do not know anything about the new software the bank is about to implement.

Assume for the purposes of this exercise that your key stakeholders are the CEO, the IT Services Manager, the Chief Operating Officer, IT department staff, and the banks cashiers.

Read the provided scenario. As CIO, you feel strongly about the change, and it is your duty to bring this issue to the attention of the top management (i.e. CEO)

PART A: Create a stakeholder map for the key players described in the scenario

Reflect: What parts were easy identify and what parts were difficult?

PART B: Create a commitment map for the individuals you identified in Part A, focusing on key players

PART C: As directed

Worksheet A

Minimal Effort	Keep informed
Keep satisfied	Key players

Worksheet B

Outline Change Program/Activity:
Key Players	Opposed	Let it Happen	Help it Happen	Make it Happen
CEO
IT services manager
chief operating officer
IT department staff
bank cashiers
bank managers

Worksheet C

Outline Change Program/Activity:
Stakeholder Name	Contact Details Phone, Email etc.	Impact How much does the project impact them? (Low, Medium, High)	Influence How much influence do they have over the project? (Low, Medium, High)	What is important to the stakeholder?	How could the stakeholder contribute to the project?	How could the stakeholder block the project?	Strategy for engaging the stakeholder