Most activities have multiple stakeholders involved, each with varying motivations. Consider the parties and desires influencing a recent in-person banking transaction:
- Customer – complete a single transaction
- Branch representative – sell additional services to the customer
- Branch manager – grow the branch location’s business
- Bank call center representative #1 – end the branch phone call as quickly as possible
- Bank call center representative #2 – make the branch representative happy
- Bank call center supervisor – resolve escalated issues
With so many of these at odds and multiple steps away from a final result, it’s no wonder processes appear to be broken. No relationship context. Limited local authority to resolve an issue. Limited personal incentive. Front-office versus back-office. Establishing and maintaining stakeholder alignment is difficult. The greater quantity and variety of stakeholders involved, the more complex this can be. How aligned are the stakeholders in your organization?