A socio-political roadmap for managers: The Stakeholder 360

CIM Vancouver 2002
Robert Boutilier, Ann Svendsen, Albert Mellam,
Abstract So far, most social performance monitoring systems have not gone beyond listing the impacts on various stakeholders. Executives have had to rely on intuition to devise interventions that would improve the impacts. This paper describes a survey process, known as the Stakeholder 360 (S360), which eliminates much of the guesswork. The paper reviews key studies showing that raising the levels of communication, trust, and common vision among stakeholders leads to the acquisition of the resources needed to improve the socio-economic situation. Therefore, the Stakeholder 360 measures the levels of these three factors in the relationships between a company and its stakeholders, and among the stakeholders themselves. In a validation study at a gold mine in rural Papua New Guinea, the S360 produced a socio-political “roadmap” that showed management and stakeholders alike which relationships need more communication, trust, or common goals/vision. Management used the findings to create alliances that helped the government move forward on a regulatory regime for the mine closure. The community used the findings to focus its planning for life after the closure. An S360 survey conducted six months later revealed a decline in dependence on the mine and an overall increase in levels of mutual trust and understanding.
Keywords: Stakeholders, stakeholder relations, Papua New Guinea, social capital, social impacts, social performance, closure, management tools
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