stakeholder is "a person or organization that can affect, be
affected by, or perceive themselves to be affected by a decision or
activity" (ISO 55000)
entities, persons or groups of persons who have an interest in a facility, or, sometimes,
one or more systems or
one or more assets,
including but not limited to:
Types of Stakeholder Groups
- Property Manager
– The person of firm charged with operating a building for a fee, where
the owner is unable to personally attend to these services. The
property manager will usually be involved in the following: Procure
quotations for services; Prepare agendas for Board meetings, Annual
General Meetings and Special General Meetings; Take minutes of
meetings; Assist the Board in preparing the annual operating budget;
Administration of accounts payable and accounts receivable.
- Building Custodian -
- The Residents
– The occupant of the building play a crucial role in the overall
maintenance program. In an earlier topic we illustrated how care of the
assets falls in large part to the residents who must be careful not to
inadvertently damage an assets in and around their suites.
- Board of Directors
– The leadership team plays a critical role is setting maintenance
policy, maintenance standards and ensuring commitment to the
maintenance goals and objectives.
- Guests and Invitees
– Any persons who enter onto the premises as invitees of staff or
guests of any residents. Under the Occupiers Liability Act, the
organization owes a duty of care to all these people while they are on
- Other Staff
– Any and all staff of the organization that either enter onto the
premises or who are involved remotely in the operations of the property.
- Accounts Payable – The organization’s accounting staff that pay the bills for maintenance services and equipment purchases.
- An individual or company engaged to carry out services on the assets,
such as maintenance and repair activities required by the maintenance
plan or associated with a renewal or rehabilitation project.
- Insurance Providers
- These are the organizations that are underwriting the risks on the
different assets (fire, flood, etc) and they have expectations that the
organization will meet its duty of care to avoid and mitigate certain
types of insurable losses.
- Warranty Providers
- These are external organizations that have expectations that the
organization will not misuse and abuse any assets, that are still in their in-warranty period, which could void
- Industry Associations –
These are organizations that publish guides on how to perform
maintenance and provide community outreach and empowerment services.
- Subject matter experts who are engaged periodically to give
professional and expert advice regarding the assets, but not as an
employee of the organization. For example: accountants, lawyers, and engineers.
- Regulatory Authorities
- These are external agencies that set standards for the safe
operations in/around assets and the performance of assets, such as the
Workers Compensation Board and the Elevating Devices Safety Branch.
- Neighbouring Properties
– Other properties in the neighbourhood, particularly those that are immediately adjacent, can be adversely affected by
any changes in the appearance of the property and any insurable losses
such as fires.
- The local government has bylaws and manages the support
infrastructure that is both upstream and downstream of the
- Utility Companies - The gas an electrical utilities have an interest in the efficient use of energy on the premises.
– Companies that sell equipment (such as ladder) and spares (such as
fan filters) to the organization have an interest in the effective
performance of their products. Any company on the organization's supply chain fits into this category.
Self Assessment Questions
- Are tenants more appropriately idenified as an internal or external stakeholder?
The organization must identify each of its stakeholder groups and
understand their respective requirements. Optimization of stakeholder
relations will sometimes include difficult trade-offs, which should be
revisited regularly and recalibrated over time to reflect changing
circumstances. An example of some of the key stakeholders associated with a municipality is used to illustrate.
Fig. Every stakeholder has a perspective. ISO 55000 (ISO 55001) helps to align these with corporate and asset management objectives.
Fig. An example of a stakeholder needs assessment as part of an overall stakeholder analysis.
Fig. An example of a stakeholder relations profile (heat map) that forms part of an overall stakeholder analysis.
Example of a stakeholder optimization strategy where some a trade-off
is occuring between the needs of different stakeholders.
A stakeholder alignment matrix that correlated stakeholders in terms of
their relative influence over and interest in the organization.
Fig. Alignment is required between all levels of the organization - such as, from top management to line staff.
Fig. Making inevitable trade-offs and finding consensus with different stakeholder groups.
Fig. Some of the
key stakeholders associated with a building.
Fig. Some of the key stakeholders of a commercial facility and their statements of need.