Outline

Relationship management refers to a series of operational processes that define the type of relationship between stakeholders who are involved with a project, and maintains good conditions to guide the project successfully. Its objective is to achieve the project to the satisfaction of customers/stakeholders and to further aim for the maintenance and development of the project in a continuous and sound relationship with stakeholders.

In the operational processes of relationship management, three steps are considered: "planning", "maintenance", and "restructuring" of relationship. When it comes to relationships in a project, the first thing to do is to define what stakeholders become involved with the project in what positions. For instance, in a project of constructing a building, a property owner, a builder, tenants, local residents, architect's (ffice, contractors, and banks will be involved. They are stakeholders and the process of defining their lineup and a manner to associate with them is called the "design of relationship."

Practical guidelines

• Prior agreement by concluding a contract.

• Be aware of the viewpoints to satisfy stakeholders.

• Respond quickly and ensure confirmation and storage of the process and results with documents.

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Market environment, project environment, business environment, etc. Corporate core capability

Restriction on management resources available (human resources, funds, etc.)

Environmental changes Constraint conditions

Market environment, project environment, business environment, etc. Corporate core capability

Restriction on management resources available (human resources, funds, etc.)

Objective

Stakeholder satisfaction Client satisfaction Project achievement Maintenance and development of corporate activity

Work process

Design of relationship Maintenance of relationship

- Proposal

- Contract

- Relation adjustment operation

Restructuring of relationship

Client database Various casebooks

(proposal casebook, contract casebook, complaints procedure casebook, etc.) Excellent cases in other companies

(communication systems, quick response, etc. )_

Knowledge database

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