Stakeholder Relationship Management Process in product management

"Fix vs Ship" Conflicts in Different Industries (Improvised)

Scenario 4: Airline Industry – New In-Flight Entertainment System Rollout

An airline is planning to introduce a new in-flight entertainment (IFE) system but discovers glitches during long-haul test flights.

Customer Experience: FIX! Passengers expect flawless entertainment on long flights—glitches lead to complaints

Marketing: SHIP! Campaigns promoting the “next-gen in-flight experience” are already live

IT/AV Team: FIX! Stability issues could affect international flights and customer satisfaction

Procurement: SHIP!!! Contracts signed with the IFE vendor are non-refundable

Flight Operations: SHIP! Cabin crew have been trained, and delaying would confuse operations

Loyalty Program Management: FIX. Premium fliers and reviewers will be the first to notice bugs

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Scenario 5: Food Manufacturing – Launching a Plant-Based Product Line

A food manufacturer is ready to launch its plant-based meat substitute but faces texture consistency issues in colder regions.

R&D: FIX! The product fails texture integrity tests below 10°C

Sales & Distribution: SHIP! Retailers have stocked shelves and allocated display space

Brand Marketing: SHIP!! The “green pledge” ad campaign is aligned with Earth Day

Quality Assurance: FIX! Negative first impressions could set back the entire plant-based product category

Finance: SHIP! A delay could mean Q2 earnings take a hit

Regulatory Affairs: FIX. Laws in a few regions require documented proof of claims under the new food safety act

_____

Scenario 6: Real Estate – Smart Apartment Tech Deployment

A real estate developer wants to advertise their new apartments as “fully smart-enabled” but the voice assistant integration is buggy.

Sales Team: SHIP! Brochures and site walk-throughs have started

Tech Partner: FIX! Integration with home Wi-Fi is unreliable and leads to frequent errors

Marketing: SHIP!! The “Future-Ready Living” tagline is drawing leads

Legal: FIX. Misrepresenting smart-home features could lead to lawsuits

Construction Management: SHIP! Retrofitting will be expensive later if not launched now

Facilities Management: FIX. Maintenance staff are not yet trained on troubleshooting smart systems

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Scenario Set 2: Stakeholder Relationship Management in Action (Improvised)

Scenario 4: Airline Ground Operations Overhaul

An airport ground handling company is updating its baggage routing system to reduce lost luggage incidents.

Phase 1: Information Gathering

Interview baggage handlers on pain points during peak hours

Analyze complaint data to identify high-frequency issues

Observe routing flow between terminals during live operations

Phase 2: Decision Making

Choose a smart-tracking system based on cost-benefit analysis

Align unionized workforce and IT department on implementation

Agree that automation will be tested in one terminal first

Phase 3: Action Planning

Assign clear responsibilities for tagging, scanning, and reconciliation

Develop a fallback plan for system downtime

Schedule staff training and software onboarding

Phase 4: Communication

Announce pilot terminal and expected benefits in staff bulletin

Create a video explainer for passengers

Set up a dashboard for real-time error reporting to all managers

_____

Scenario 5: Agriculture Cooperative – Adopting Organic Certification Standards

A cooperative of farmers is transitioning to certified organic but is facing uneven compliance.

Phase 1: Information Gathering

Survey farmers about challenges with new pesticide and fertilizer rules

Hold field visits with agronomists and inspectors

Review regional certification requirements and costs

Phase 2: Decision Making

Decide to phase implementation over 2 years

Get consensus on subsidy pooling and shared testing costs

Agree to rotate support visits among member farms

Phase 3: Action Planning

Assign cooperative reps to manage compliance documentation

Create monthly workshops on organic methods

Set milestones tied to audit deadlines

Phase 4: Communication

Provide clear FAQ to all members about benefits and obligations

Use local WhatsApp groups for reminders and updates

Share success stories with local press to encourage adoption

Scenario 6: Cruise Line – Emergency Preparedness Update

A cruise line revises its emergency protocols after a near-miss incident at sea.

Phase 1: Information Gathering

Interview crew and passengers involved in the incident

Review maritime safety board findings

Conduct simulation-based gaps analysis across the fleet

Phase 2: Decision Making

Leadership agrees on overhauling evacuation drills and alert systems

Gain support from unions despite tighter protocols

Approve funding for advanced training modules

Phase 3: Action Planning

Redesign safety briefing format and materials

Schedule joint drills with port authorities

Rework onboarding process for new crew members

Phase 4: Communication

Deliver video messages from leadership reinforcing safety-first culture

Brief travel agents to handle passenger concerns proactively

Publish public-facing summary of improvements on the website