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ACCA Strategic Professional · Strategic Business Leader · Enabling success: disruptive technologies

Kestrel Retail plans to replace its call-centre first-line staff with an AI chatbot. The change would remove 120 jobs and employee representatives oppose it. Using stakeholder analysis, which approach is MOST appropriate for the employee group, which has high interest and substantial power through possible industrial action?

Employees are key players with high power and high interest, so they should be managed closely. Kestrel should consult early and offer retraining or redeployment to reduce resistance and the risk of industrial action. Merely informing or ignoring them underestimates their ability to disrupt the AI implementation.

  1. AManage closely by consulting early and offering retraining and redeploymentCorrect
  2. BKeep informed only through a notice after the decision is made
  3. CMonitor with minimum effort because the group has little influence
  4. DIgnore their views since cost savings are the overriding objective

Explanation

On the Mendelow power-interest grid, high power and high interest stakeholders are key players who must be managed closely. Early consultation, retraining and redeployment reduce resistance risk. Keeping them informed only or monitoring underestimates their power to disrupt.

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