Internal and External Stakeholder Analysis

INTERNAL AND EXTERNAL
STAKEHOLDER ANALYSIS

Executive summary-
Internal and external stakeholder analysis is the techniques used to identify which
stakeholder influence business in negative or positive way. The current report define external and
internal stakeholder of Commonwealth Bank Australia who are able to serve its best. This study
explains who stakeholders are different from each other base on expectations that is the main
point of dissimilarities and differences.

Table of Contents
Table of Contents.............................................................................................................................3
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Identification of functional areas................................................................................................3
External and Internal stakeholders and their roles......................................................................4
Nature & degree of main stakeholder.........................................................................................5
Level of main stakeholder’s influence........................................................................................6
Stakeholder matrix......................................................................................................................7
Stakeholder dissimilarities and differences in stakeholder influences and interests...................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Stakeholder analysis is the procedure of determining external and internal stakeholder
before project begins, grouping them accordant to their levels of interest, influence and
participation in work and identifying how best to include as well as communicate each of these
stakeholders units throughout. The current report is based on Commonwealth Bank, established
in Australia. This study explains functional areas; determine external & internal stakeholders and
their roles. It also justified degree and nature of main stakeholder’s interests, and implication of
conflicting interests. Furthermore, this report clarified level of main stakeholder influence,
stakeholder matrix and main point of stakeholder dissimilarities and differences in their interests
and influences as well.
MAIN BODY
Identification of functional areas
The functional area of business is the areas which help the company in increasing their
earning and profitability of the company. These functional areas are the various departments
which the company has made in order to continue with its business and operations. This different
department are like human resources, finance, marketing, IT and many other departments. But in
case of a bank the department are little different (Bandara, Meredith, Techatassanasoontorn,
Mathiesen and O'Neill, 2019). This is majorly because of the reason that the bank has some
different operation in comparison with other types of business. Thus, the major functional areas
of Commonwealth Bank Australia are listed as below-
Front office or sales- this is a type of functional area in which the bank try to interact
with the consumer coming to the bank. The front office can also be referred to as the reception or
the desk of bank wherein the consumer first come and share their problem. Thus, after listening
to the problem the front office employees direct the consumer that where they have to go or what
they have to do in order to resolve their problem.
Compliance- this is another major functional area of Commonwealth bank wherein the
bank try to comply with all the different rules and regulation which the company has to abide by
and follow for better working of bank. This is because of the fact that if the laws and rules and
regulation will not be followed then the bank will not be able to manage its business operation in