STAKEHOLDER NEED IN THE SERVICE DELIVERY

Quality is a key to success of any organization, especially in the service industry. It is important for organizations to manage their quality level service to remain successful and competitive. They can manage their quality level by the continuous check and continuous improvement in the system or process. They have to identify the need of stakeholder, to build a strong relationship with them, organizations have to satisfy their needs by providing high quality service delivery.

STAKEHOLDER GROUP AND THEIR EXPECTATIONS FOR SERVICE DELIVERY

Stakeholders are people who are directly or indirectly affected by the actions, objectives, goals, policies and procedures of organizations. In order to achieve the organization’s goals and objectives to remain competitive in the industry, it is important to identify the needs of stakeholders and their expectations from the organization and their product/service. Stakeholders are so much important in the profit making of organizations. But when we talk about the service industry, it is sometimes difficult to satisfy the need of consumers because the given thing is not a tangible product. I take an example of NGO MERCYCORPS, which is a non-profit organization and work in a lot of countries to serve the people in various ways. Major stakeholders of the mercy corps are:

·       Funders

·       Supporters

·       Local and national government

·       Regulatory bodies

·       Community

·       Volunteers

·       Beneficiaries

Identification and management of stakeholder’s expectations are a key to success. If they all are satisfied from the organizations, then success is compulsory. Stakeholders are so much important for the mercy corps, because they depend on the stakeholders in the delivery of service. All stakeholders should be moving in the same direction, their aims should be same in each and every project. Otherwise, they cannot serve their beneficiaries properly. The expectations of stakeholders must be known to the organization to set the goals, objectives and policies to get success. It is important to the organization to find out the expectations of stakeholders, this will help the organization to set goals and policies. By fulfilling the expectations of stakeholders, an organization can achieve the objectives and remain profitable in the industry, because of the satisfaction of stakeholders.

Funders: They are the donors of funds, who provide funding for organization for each and every project. The Mercy corps project expanded worldwide, so they provide funds for the projects on the basis of budget decided by the project managers. The donor’s expectations from the NGO is mostly that the beneficiary get the benefit from the project and they get satisfied with the help of the NGO.

Supporters: Supporters are those who support the project of mercy corps. Supporter are many in the Ngo works like field workers, suppliers, etc. their goal is important to identify that what they actually want from the project of organizations and Why they want to support the project. Their expectations matter a lot of the organizations in the service delivery. Otherwise, they will be dissatisfied from the organization and can’t ready to help them in the next time.

Local and national government: The authority of that area where the project is being done for the beneficiaries. That particular authority allows the Ngo to help the people of that area. The expectations of these local authorities matter a lot. They must expect that you will give 100 % of benefits to the beneficiaries. If you will cannot meet their expectations, then the next time they will never allow you for any help.

Beneficiaries: They expect from the organization that they will help them and meet their expectations in the form of help and quality of life provided to them, what they promised to do

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Created on Dec 31st 1969 18:00. Viewed 0 times.

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