'Stakeholders' is a term that is often heard in relation to project management and customer service - but who or what are they, exactly?

A stakeholder is anyone with an interest in a business. Stakeholders are individuals, groups or organisations that are affected by the activity of the business.

Stakeholders can include, but are not limited to:

  • Owners and/or shareholders who are interested in how much profit the business makes.
  • Managers who are concerned about their salary.
  • Workers who want to earn high wages and keep their jobs.
  • Customers who want the business to produce quality products at reasonable prices.
  • Suppliers who want the business to continue to buy their products.
  • Lenders who want to be repaid on time and in full.
  • Pressure groups including the unions who have an interest in the well-being of employees and the local community
  • The community which has a stake in the business as employers of local people. Business activity also affects the local environment. For example, noisy night-time deliveries or a smelly factory would be unpopular with local residents.

Stakeholders can also be classified as internal or external.

So, a stakeholder then, is any person or organisation who can be positively or negatively impacted by, or cause an impact on the actions of a company. Stakeholders can be further identified as:

IWFM (BIFM) Qualifications

This article relates to the following IWFM (BIFM) Qualification Units:

  • IWFM (BIFM) Level 3 in Facilities Management
    • FM3.03 Customer and Stakeholder Relations in Facilities Management
    • FM3.06 Project Management within Facilities Management Operations
    • FM3.08 Understanding Facilities Management within the context of an organisation
    • FM3.13 Contribute to disaster recovery and contingency planning
  • IWFM (BIFM) Level 4 in Facilities Management
    • FM4.01 An Overview of Facilities Management
    • FM4.15 Managing Customer Service in Facilities Management
    • FM4.19 Understanding Sustainability and Environmental Issues and their impact on Facilities Management
  • IWFM (BIFM) Level 5 in Facilities Management
    • FM5.11 Managing Facilities Management Projects
    • FM5.16 Property and asset management for facilities managers
  • IWFM (BIFM) Level 6 in Facilities Management
    • FM6.02 Facilities management governance and risk
    • FM6.03 Quality management and customer service strategy in facilities management
    • FM6.05 Strategic facilities management support services operations
    • FM6.09 Developing strategic relationships in facilities management
    • FM6.11 Corporate responsibility and sustainable facilities management
    • FM6.13 Property management and maintenance strategy for facilities management
Find out more about IWFM (BIFM) Qualifications