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Understanding the Needs and Expectations of Stakeholders

Seminar Content

This 1.5 day workshop provides a step-by-step guide to Understanding the Needs and Expectations of Stakeholders – called Interested Parties in Clause 4.2 in ISO’s new Annex SL (formerly ISO Guide 83), which sets out a template for the alignment and integration of management systems. The course will enable participants to understand and apply the requirements of Clause 4.2, including how to identify, classify and prioritize stakeholder groups and determine material stakeholder issues. Participants will learn how Clause 4.2 applies to different management system standards and what practical tools and techniques can be used to conduct a credible Stakeholder Needs Analysis.

Who Should Attend

This seminar is designed for Compliance Managers, ISO Implementation Team Members, and Management Representatives for Quality, Environment, Occupational Health & Safety, Sustainability and Social Responsibility.

Recommended Training and/or Experience

A general understanding of one or more ISO-type management system standard (e.g. ISO 9001:2008/2015 DIS, ISO 14001:2004/2015 CD, OHSAS 18001:2007/ISO 45001:2016 WD) is recommended, but not essential.

Seminar Materials and Certificate

Each participant will receive a seminar manual and a Certificate of Completion from Omnex Inc., an Exemplar Global certified training provider.

Seminar Instructor

The course will be presented by Dr Wayne Visser, a globally recognised sustainability expert and Vice President of Sustainability Services for Omnex Inc. See Dr Visser’s biography here.

Seminar Goals

  • Understand the new ISO Annex SL and the specifications of Clause 4.2 on Understanding the Needs and Expectations of Stakeholders/Interested Parties.
  • Identify, classify and prioritise the organisation’s stakeholders, as well as determine the organisation’s material stakeholder issues
  • Apply a variety of useful tools and techniques, including stakeholder mapping, stakeholder priority analysis, stakeholder materiality assessment, structured stakeholder dialogue.

Seminar Outline

Day one (full day)

  • Introduction and Welcome
  • Introduction to the ISO Annex SL framework for a generic management system
    • The new High Level Structure (HLS) for management system standards
    • How new Clause numbers apply to ISO 9001:2015 DIS, ISO 14001:2015 CD and ISO 45001:2016 WD
    • Requirements of Clause 4.2 on Understanding the Needs and Expectations of Interested Parties.
  • Determination of the organisation’s key stakeholders
    • Differentiating tier 1 and tier 2 stakeholders
    • SClassifying stakeholders on the Activity-Support Matrix
    • Prioritizing stakeholders using Mitchell, Agle&Woodranking
  • Evaluation ofinternal stakeholders’ needs and expectations:
    • Shareholder needs and expectations
    • Employee needs and expectations
    • Customer needs and expectations
  • Tools and techniques for stakeholder analysis, including:
    • Stakeholder mapping
    • Stakeholder priority analysis
    • Stakeholder survey methods
    • Stakeholder materiality assessment
  • Breakout Exercise 1: Customer Needs and Expectations, using Stakeholder Survey Methods
  • Breakout Exercise 2: Employee Needs and Expectations, using Stakeholder Materiality Assessment

Day Two (half-day)

  • Evaluation of external stakeholder needs and expectations:
    • Supplier needs and expectations
    • Community needs and expectations
    • Regulator needs and expectations
  • Tools and techniques for stakeholder analysis, including:
    • Codes and standards analysis
    • Social media and crowdsourced analysis
    • Structured stakeholder dialogue
  • Breakout Exercise 3: Community Needs and Expectations, using Structured Stakeholder Dialogue (Hexagon Methodology)

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