Stakeholder expectations on a project

Abstract

The purpose of this dissertation is to investigate how organisations can satisfy all stakeholder expectations on the projects that they undertake. It looks at why stakeholders sometimes reject the outcome of projects despite their being completed on time, within budget and with great quality

During an eleven-year period that began in 1992, Caltex Oil Kenya Ltd (COKL) either refurbished or rebuilt its existing service stations. Many new stations were also added to its network. The author chose to use COKL as a case study because, apart from not meeting their time, cost and quality constraints, their service station projects (SSP's) were . characterised by stakeholder dissatisfaction.

The study investigated how to identify the stakeholders of a project; their roles and responsibilities; how stakeholders impact on projects; how to meet their requirements; the influence stakeholders have on projects; their importance to projects; how to build their commitment to projects; and how to make them an integral part of the team

The study concluded that the stakeholders are the heart of successful projects and that in order for projects to be successful all stakeholder expectations must be met. The study also found that COKL still doesn't satisfy all stakeholder expectations in the projects they are currently undertaking.