Role of Stakeholders in Internal Operational Management


Stakeholders in the context of internal operational management include people within and outside the organization who have an influence on the organization’s operations. For example, customers influence the product design and features, as well as the inputs that go into the production process. Organizations design products according to the needs of the customer, so consumers play a critical role in the internal operational management of the firm.

Some of the key stakeholders who can influence internal operational management of an organization include:

  • Line managers
  • Employees (staff)
  • Personnel managers
  • Suppliers
  • Customers
  • Public

How to contact and involve stakeholders in the achievement/decision making process of the objective.

Involving stakeholders in decision making entails development of a knowledge network in order to create information flow and communication lines. This should involve various stakeholders. Developing knowledge relationships involves certain criteria. One of them is to know who the expert is. In the internal operations management objective, the experts include brand managers and personnel managers. The employees turn to these stakeholders for information in decision making.

The stakeholders can be involved in the achievement of the organization’s objective by providing a wholly participatory and interactive mechanism, where all parties have a role and task to play in decision making process (effective engagement). The line managers, employees and the personnel managers have structured systems of communication in the organization, where they effectively communicate and make decisions in order to achieve the desired goals of the organization.

The line managers of the company should understand that decision making and decision taking concerning internal operations involves all the right people including the public and customers. Line managers should develop an inclusive approach and ensure that knowledge and information is available to the network.

Various stakeholders of Disney Land organization can be contacted and involved in achievement and decision making process of the objective by developing a well-structured communication system, with a properly designed feedback mechanism. This system can enable suppliers, customers, as well as the entire public to express their views and suggestions as far the products and services offered by the organization are concerned. A communication system, which provides information to and from the market, can enable the suppliers, customers, public, and all stakeholders to take part in the achievement of the objective.

Knowledge sharing among stakeholders may also be used to enhance attainment of internal operations management objective through human relationship aspects of trust and confidentiality. For instance, employees should develop trust on line managers; i.e. the line managers should be trusted so that the employees can ask for help and reveal their lack of knowledge on internal operations openly. This reduces defensive behaviours which will cause ineffective learning and lack of attainment of internal operational objectives.

Knowledge and information capability of the stakeholders in decision making can also be enhanced through effective strategies such as safety and corporate culture of trust and confidentiality. Line managers should trust suppliers, and customers should trust the company’s employees and line managers. Line managers should be willing to learn from customers, suppliers and employees who make up the decision making network. This will lead to better decisions for the benefit of meeting the company’s internal operational objectives.

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