1. Stakeholder Analysis Managing Service Delivery change

4. A Stakeholder Analysis Framework Cut in funding or higher health levy Two-tier medicine More expensive VHI Having to take more responsibility for own health Avoidance of illness Cheaper/more comprehensive health care More customer-friendly health services Value for money Efficient and fast service Customer-focused service No waiting lists for hospital services Good service for all Affordable health service User-friendly health service No cuts in service Your Major Stakeholder(s) (E.g. Customers) Service will not be funded as well as it is now Effects of new technology on staff Skill mix evaluation will lead to fewer staff Greater co-operation with other service providers More direct control and discretion over budget and staff resourcing Quality, equity and acountability Customer care Making best use of resources available to me Implementing national strategy Generation of additional funding Getting an extra staff member YOU (E.g. Health Service Manager) FEARS/ CONCERNS FOR FUTURE HOPES/ ASPIRATIONS FOR FUTURE WHAT IS CONSIDERED VALUABLE? AREAS OF INTEREST

5. A Stakeholder Analysis Framework NATURE OF INFLUENCE For, against, neutral THEIR VALUES AND INTERESTS e.g. value for money, bigger market share YOUR VALUE AND INTERESTS e.g. quality of service, product development DIRECTION OF INFLUENCE e.g. you on them/ them on you COLLABORATORS RIVALS FOR RESOURCES MAJOR SUPPLIERS/ DISTRIBUTORS CUSTOMERS/ CLIENTS

6. Mapping Stakeholder Interests Strength of Influence Direction of Influence Positive Negative Strong Weak

11. Interacting With Key Stakeholders Colder - Autonomous Go It Alone Cooperate On A Limited Basis Cooperate Implicitly Co-Opt/ Absorb Coalesce Merge/Acquire Warmer- Common