Stakeholder Analysis Process Guide

1. Stakeholder Analysis Process Guide ©2003 Accenture. All Rights Reserved.

2. Table of Contents • Steps to Create Role Map • Perform Stakeholder Analysis • Create Influence Matrix • Conduct Gap Analysis • Build Role Map • Appendix • Power Map Influence Diagram ©2003 Accenture. All Rights Reserved.

3. Steps to Create Role Map • Perform Stakeholder Analysis • Create Influence Matrix • Conduct Gap Analysis • Build Role Map • Appendix • Power Map Influence Diagram ©2003 Accenture. All Rights Reserved.

4. Steps to Create Role Map The Stakeholder Analysis and Role Map is the approach to identify key constituents within an organization who can facilitate change • The presence of key constituents (e.g. change agents and advocates) will enable a successful impact on people targeted to change • The role mapping process helps to lay the foundation for the execution of change. It helps to identify networks, influences and change resistant and facilitative behaviors. ©2003 Accenture. All Rights Reserved.

5. Steps to Create Role Map Stakeholder Analysis and Role Map Process The role map for determining change sponsorship is based on understanding influence levels and behaviors of stakeholders. The process below defines the steps to determine these factors and create a role map. Build Role Maps Perform Stakeholder Analysis Create Influence Matrix Conduct Gap Analysis Determine Advocates, Agents and Targets Create Role Map • Fill in Stakeholder Fact Sheets - Conduct interviews as needed • Draft individual circle of influence diagrams • Determine individual levels of influence • Summarize advocates vs resistors • Plot them on the the Influence Matrix • Validate with client sponsor • Review org charts of each group • Map org chart influences to influence diagram influences (e.g. discover black hole) • Identify Leaders by name • Document To Be environment of Change Agents and Targets The following pages describe how to complete the steps of the stakeholder analysis and role map process ©2003 Accenture. All Rights Reserved.

6. Steps to Create Role Map • Perform Stakeholder Analysis • Create Influence Matrix • Conduct Gap Analysis • Build Role Map • Appendix • Power Map Influence Diagram ©2003 Accenture. All Rights Reserved.

7. Perform Stakeholder Analysis Build Role Maps Perform Stakeholder Analysis Create Influence Matrix Conduct Gap Analysis Determine Advocates, Agents and Targets Create Role Map • The steps to perform a stakeholder analysis are as follows: • Complete Stakeholder Fact Sheets • Identifies individuals who will be impacted by the change and their • influence on others within the organization • Draft Individual Circle of Influence Diagrams • Used to determine the influence a stakeholder has within the organization ©2003 Accenture. All Rights Reserved.

8. (previously called IFAS) and/or Institutional Investor Services (IIS)? If so, does interaction vary based on different funds? Perform Stakeholder Analysis Stakeholder Fact Sheet 8. Do you have interaction with the Global Investor Services Group - International Main contact (frequent interaction) and or main customer(s) in business 7. (across business units) _____________________________ who manages _____________________ABC business unit and requires _____________ support ©2003 Accenture. All Rights Reserved.

9. Perform Stakeholder Analysis Stakeholder Fact Sheet The table below details the steps to complete the Stakeholder Fact Sheets ©2003 Accenture. All Rights Reserved.

10. Perform Stakeholder Analysis Influence Diagrams Build Role Maps Perform Stakeholder Analysis Create Influence Matrix Conduct Gap Analysis Determine Advocates, Agents and Targets Create Role Map In order to determine the influence a stakeholder has within the organization, an influence diagram is utilized to capture three types of interactions. The interaction types include interaction within the division, interactions outside the division, and direct reports. • Information captured within each stakeholder circle of influence includes: • Division individual belongs • Name of unit head stakeholder reports • Stakeholder level • Fund group(s) stakeholder has responsibility • Total number of interactions for each interaction type • Circle of Influence Template attached ©2003 Accenture. All Rights Reserved.

11. FA = Fund Administration SO = Security Operations CM = Capital Markets MKT = Marketing/Sales SY = Systems SBA = Senior Business Analyst VP = Vice President AVP = Assistant Vice President AS = Assistant Secretary PC = Pricing Coordinator DIV = Division Head UH = Unit Head DH = Department Head FM = Fund Manager FLM = First Line Manager AM = Account Manager Perform Stakeholder Analysis Circle of Influence Template Division: (name of division head) # of direct reports identifies number of individuals who report directly to the stakeholder based on the hierarchical reporting structure # of interactions outside division identifies who the stakeholder interacts with within the other three divisions # of interactions within division identifies who the stakeholder interacts with within their divisions, excluding direct reports Stakeholder name(Level) Fund Group: Division Key Title Key ©2003 Accenture. All Rights Reserved.

12. Perform Stakeholder Analysis Circle of Influence Diagram Steps The table below details the steps to transfer information from the Stakeholder Fact Sheet to a graphic depiction of a stakeholder’s influence ©2003 Accenture. All Rights Reserved.

13. Steps to Create Role Map • Perform Stakeholder Analysis • Create Influence Matrix • Conduct Gap Analysis • Build Role Map • Appendix • Power Map Influence Diagram ©2003 Accenture. All Rights Reserved.

14. Create Influence Matrix Build Role Maps Perform Stakeholder Analysis Create Influence Matrix Conduct Gap Analysis Determine Advocates, Agents and Targets Create Role Map • The steps to create an influence matrix are as follows: • Determine overall levels of influence for each stakeholder • Summarize behavior and management style of all stakeholders • Create Influence Matrix Diagram ©2003 Accenture. All Rights Reserved.

15. Create Influence Matrix Influence Level Calculation The table below details the process to determine the overall level of influence for each stakeholder ©2003 Accenture. All Rights Reserved.

16. Create Influence Matrix Influence Level Calculation (cont) ©2003 Accenture. All Rights Reserved.

17. Create Influence Matrix Behavior and Management Style Matrix The table below details the process to capture the behavior and management style of each stakeholder ©2003 Accenture. All Rights Reserved.

18. Create Influence Matrix Influence Matrix Diagram Build Role Maps Perform Stakeholder Analysis Create Influence Matrix Conduct Gap Analysis Determine Advocates, Agents and Targets Create Role Map The influence matrix diagram dictates the positioning of individuals on the role map as targets, change advocates, and change agents • Individuals with negative influence (e.g. resistors with significant influence) are identified as potential targets to focus effort • Individuals with positive influence (e.g. advocates with significant influence) are identified as change advocates and change agents ©2003 Accenture. All Rights Reserved.

19. Create Influence Matrix Influence Matrix Diagram The table below details the process to create the Influence Matrix Diagram ©2003 Accenture. All Rights Reserved.

20. Steps to Create Role Map • Perform Stakeholder Analysis • Create Influence Matrix • Conduct Gap Analysis • Build Role Map • Appendix • Power Map Influence Diagram ©2003 Accenture. All Rights Reserved.

21. Conduct Gap Analysis Build Role Maps Perform Stakeholder Analysis Create Influence Matrix Conduct Gap Analysis Determine Advocates, Agents and Targets Create Role Map The steps to conduct a gap analysis are as follows: • Identify resistors of change who require extra focus because they can negatively influence their subordinates and colleagues through lines of interaction • Identify individuals in advocate positions without a large span of influence • Identify individuals with disconnects between spans of influence, behavior or position within organization * * This level of analysis is appropriate for the lower level employees ©2003 Accenture. All Rights Reserved.

22. Conduct Gap Analysis Gap Analysis The table below details the steps to identify the three types of potential gaps ©2003 Accenture. All Rights Reserved.

23. Steps to Create Role Map • Perform Stakeholder Analysis • Create Influence Matrix • Conduct Gap Analysis • Build Role Map • Appendix • Power Map Influence Diagram ©2003 Accenture. All Rights Reserved.

24. Build Role Map Build Role Maps Perform Stakeholder Analysis Create Influence Matrix Conduct Gap Analysis Determine Advocates, Agents and Targets Create Role Map • The steps to build a role map are as follows: • Determine Advocates, Agents, and Targets • Create Role Map ©2003 Accenture. All Rights Reserved.

25. Build Role Map Advocates, Agents, and Targets The role map defines who within the organization performs or should perform each of the key roles of change Step 1 details how to determine advocates, agents, and targets ©2003 Accenture. All Rights Reserved.

26. Build Role Map Create Role Map The table below details the final steps to create a role map ©2003 Accenture. All Rights Reserved.

27. Sponsor Influence Agent Assistance Advocate Influence Mutual Fund Services Initiating Sponsor Communications Executive Agents Division Heads Sustaining Sponsors Project Sustaining Sponsors Change Steering Committee Targets Advocates Build Role Map Role Map ©2003 Accenture. All Rights Reserved.

28. Steps to Create Role Map • Perform Stakeholder Analysis • Create Influence Matrix • Conduct Gap Analysis • Build Role Map • Appendix • Power Map Influence Diagram ©2003 Accenture. All Rights Reserved.

29. Appendix Power Map Influence Diagram The power map influence diagram is a tool which allows each stakeholder to complete a self-assessment of their influence. The power map is an alternative to completing the stakeholder fact sheets and reduces the time required in interviewing each stakeholder. The power map is a useful tool to capture influence of lower level stakeholders. ©2003 Accenture. All Rights Reserved.

30. Appendix Create a Power Map The template on the following page should be utilized to complete a power map. Provide the instructions below to each individual who is required to complete a power map. ©2003 Accenture. All Rights Reserved.

31. Direction & Strength of Influence Key Influence Both individuals are influencers S = Strong M = Medium L = Low Appendix Power Map Template Individuals you influence or who influence you Your name ©2003 Accenture. All Rights Reserved.

32. Direction & Strength of Influence Key Influence Both individuals are influencers S = Strong M = Medium L = Low Appendix Power Map Example John Smith, HR (Director) Jane Apple, MFS (UH) Ken Black, IS (DIV) M M Bob Kane, MFS (DH) S L S L You, MFS (DH) S Laura Blue, CM (AVP) L M L Mike Red, SO (Exec. VP) L M Paul Lane, MKT (AVP) S S Sue Doe, SSI (Exec. VP) Mary Jones, MFS (FM) ©2003 Accenture. All Rights Reserved.