What is an organisation without people who are interested, concerned or invested in it? In many ways, it is the stakeholders who make an organisation what it is and as leaders of the organisation it is our responsibility to keep them engaged. In 1999, the UK Passport Authority failed to manage stakeholders effectively as it attempted to upgrade its passport issuing software. Staff were underprepared for the change and customers were left in the dark as media pressure intensified.
In this episode, Bridget and Cameron focus on Principle 8 of the AICD Not-for-profit Governance Principles and are joined by Chief Executive Officer of Diabetes Tasmania and experienced board member, Caroline Wells, to unpack the UK Passport Authority debacle.
- 0:37 — Overview of Principle 8: Stakeholder Engagement
- 7:04 — Interview with Caroline Wells about how stakeholder engagement should be applied throughout an organisation
- 28:46 — Wrap-up