Stakeholder Analysis of Coles Supermarket: A Business Report

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Internal and External Stakeholder Analysis
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Table of Contents
Executive summary.........................................................................................................................3
Introduction......................................................................................................................................4
1. Identify functional areas..............................................................................................................5
2. Identify internal and external stakeholders and their roles..........................................................6
3. Identify the nature and degree of main stakeholders’ interests, and implications of conflicting
interests............................................................................................................................................7
4. Identify the level of main stakeholders’ influence......................................................................8
5. Create a stakeholder matrix.......................................................................................................10
6. In the discussion forum, choose an example from your peers and compare the industry your
business operates in with their industry, identify the main points of stakeholder dissimilarities
and analyse the differences in stakeholder interests and influences..............................................11
Conclusion.....................................................................................................................................13
References......................................................................................................................................14
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Executive summary
 This report will provide information regarding the Coles supermarket company business
in a contemporary environment.
 In Coles Company it has internal as well as external stakeholders.
 In this report, it shows business stakeholders importance, roles, impacts, and influence
era. It describes the company structure, its stakeholder’s roles.
 It also defines the main stakeholders, stakeholder’s matrix. It also describes the business
stakeholder’s analysis benefits which help to the organization directly and indirectly.
 In this report, it helps to design the stakeholder matrix which helps to understand how it
is important for the organization to choose the right one for company success and achieve
goals.
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Introduction
In this report, it describes the internal as well as external stakeholder’s analysis. Stakeholders
play an important role in the organization. They provide their best services not only for the
growth of the organization but also that it achieve success in the future. Coles is a supermarket
Australian company for online shopping services. It’s headquartered in Melbourne, found in
1914 by George Coles. It has 100,000 employees. In this report, it describes the various
stakeholders and their impacts on the organization. It describes the functions area of the
company. It also explains the major stakeholders of the company and their impacts and interest.
In this report, it explains the various steps to make the stakeholders matrix and its importance.
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1. Identify functional areas
When identifying the functional areas in companies business it shows various types of factor
which include human resources management, accounts and finance, production system,
operations, customer services, distribution and purchasing factor.
In Coles Company it recruits the well-known persons into its company. The company decides to
recruit the right persons for its business sector. It decides to recruit the managing director post so
john Durkan is the present managing director. CEO of the Coles supermarket company is Steven
Cain. Company has many employees and various types of works distribute to them.
Production system: This Company is an online shopping company facilitates services. Its
products are a bakery, dairy, fish, grocery products, mobile phones, tablets. The company also
produces health and beauty products, pet goods, stationery, media goods, and clothing goods
online.
Customer services: It provides its services towards its customers via online. Spread its business
for the purpose of growth. The online shopping strategy helps to reduce the time-consuming
methods and customers will easily purchase its products comfortably. It provides various types
of modes for its customers so they will easily pay the bills. It facilitates financial services
towards its customers.
Distribution system: The distribution media of its products are digital mode whereas the
customers anywhere in the country will purchase its products.
Purchasing structure: Company manages its purchasing rates according to the customer’s
demands, needs and wants. It operates its business by online and displays the supermarket chain
new arrangement to help in the growth of the business. It includes strong acquisitions.
Company finance and merchandise director guide and take responsibility for business expansion
opportunities. Coles provides a small range of foods; promote qualitative products as compare to
the other brands. It makes plans to contribute its services for Australia and donate for the
purpose of clean up Australia when customers sold its products. Its finance and accounts
management system is well structured and operates by the finance director of the company
(Botha, et.al, 2016).
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2. Identify internal and external stakeholders and their roles.
When identifying the internal and external stakeholders of the company; they play an important
and supportive role. These peoples help to the company for the purpose of its growth and
upgrade the business. At group level company determine the interest of samples of stakeholders,
consider by exact effects and impacts of its business on their importance. Internal stakeholders of
the company are: employees, manager, and owners of the company. On the other hand, the
external stakeholders of the company are suppliers, shareholders, customers, society,
government, and creditors.
Internal stakeholders: Employees of the company play an important role; they are the
backbone of the company. They manage the business and provide their services towards the
customers.
Manager of the company: Cole’s company managing directors manage and maintain the
company management system. Investigate it all segments and take actions towards the issues.
Owners: These peoples operate the whole business. Check the details of business activities.
Investors: Company investors are those persons who invest their money to grow and upgrade
the business. They also help and support to the company.
External stakeholders of the company: Company resources are responsible for retail
shareholders reviews in its corporate office. The company communicates with its retail
stakeholders via email and meetings. It is also responsible to discuss its issues related to the
investment and after their consultation; it decides to take appropriate action for the business.
Customers: Company communicates with its customers via online mode, calls, and website.
They give their feedbacks towards its products and services.
Employees: Previous records show that company employee’s rates are 205,001. The company
tries to launch an open culture environment and encourage its employees to do work effectively.
They give their views via feedbacks, opinions, surveys and personal contact towards company
business growth.
Suppliers: These peoples contribute their efforts by providing the best services and efforts. The
company makes a strong relationship with its suppliers. These peoples review the systems and
take higher risks. The company meets with its suppliers on a regular basis for long term
sustainability.
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Government: Company follows the government rules and regulations. It indirectly affects the
company. Company regular discusses the Western Australian government for the issue of retail
trading hours. This sector investigates the company authority system (Brem, 2015).
3. Identify the nature and degree of main stakeholders’ interests, and implications of
conflicting interests.
When identifying the main stakeholders of the company they are owners, investors, customers,
employees, and government.
Owner of the company directing and regulate the whole company business. Coles Company
CEO Steven Cain makes plans to upgrade its business. They discuss and consult plans with its
investors, managing directors.
Investors: These persons directly affect to the company. Investors share their services to manage
the Coles group. Investors provide expanse money and skills for the purpose of the growth of the
business. They provide funds in exchange for proprietorship stake or future benefits. These
peoples show their higher interest in company growth. They take higher responsibilities of
combining finance, communication, and marketing to control the movement of information.
Customers: These stakeholders are the main and major part of the business. Without them, the
business is not run. Company regular analysis of the customer’s views, feedbacks towards its
products and services. Customer’s reviews give ideas to improve services and productivity. Their
interest is not stable so it is important for the company to provide the facility with the help of
customer’s relationships.
The company identifies the customer’s interest by providing qualitative products and enhances
its services. It identifies the customer’s opinions. Sometimes customer’s reviews are negative so
the company faced many problems. In these situations to solve the issue company focuses on to
improve the conflicts by identifying the customer interest.
Employees: These peoples are the main internal stakeholders of the company. Company has
100,000 staff members into its company. The company also encourages and provides services to
its staff members. They show their interest in business growth and contribute their efforts for
progress. The company identifies its employee’s interest and applies the relevant plans gives by
the employees into its business.
Some employees are not satisfied with their works it creates conflicts so in this situation the
company will find the possible solutions by discussions and feedbacks of the employees and
solve the issues (Wesfarmers, 2015).
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4. Identify the level of main stakeholders’ influence
Influence is also known as the impact matrix. It is a tool that helps to the company to understand
which stakeholders have significance and effects that they make for the success and achieve the
goals. This mechanism is similar to influence grids. When the company concentrates on key sets
of business stakeholders, it can estimate stakeholder’s requests. Spend time towards influence
and effects stakeholders have and direct the project to achieve success without the stakeholder’s
issues and conflicts.
Influence is the position of presence the person and effects is the capabilities of stakeholder to
take the relevant changes. For example- a particular stakeholder has skills to set the deadlines
and project schedule show higher effects towards the company. In this situation, stakeholder uses
its abilities to identify the range of critical path.
The influence includes four quadrants. Every quadrant shows the direction of the steps of
stakeholder management that the company has to apply. It describes that if stakeholders do not
manage and maintain the quadrant the outcomes are negative and it shows the failure conditions.
On the other hand, if stakeholders carefully manage and monitor the situations and keep the
information for further uses it gives the best results towards the project. The chances of success
will higher and its support to achieve goals.
The influence in stakeholder mainframe belongs to the degree of influence stakeholders towards
the project. By applying this environment the company will consider and investigated which
stakeholders manage and maintain close and which stakeholders put few efforts. These
phenomena will help the company to reduce the risk of time-consuming efforts and energy on
stakeholders that create and crack the project. It helps to make communication strategy and
stakeholders plans of actions (Maddaloni, 2017).
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Level of influence
Level of impact
[Stakeholders matrix]
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Keep satisfied Manage closely
Monitor Keep informed

5. Create a stakeholder matrix
It is a set of analysis and mapping the stakeholder. It is an essential and important step to design
a new program. These persons include individuals, community leader’s persons, team, and
groups. In this matrix, it also includes the other organizations that will be affected by the
program, and who convinced the outcomes. They can exist in the outer and inner environment of
the business.
It is important for the organization to use the stakeholder matrix and analysis because it shows
the scenario of the project. The organization will know that its project is in shape. It helps to gain
resources. Build understand level and connection with stakeholders.
For making the stakeholder’s matrix it includes various steps which are mentioned below:
Identify the stakeholders: It is an important step not only for the organization itself but also for
the owners. In the first step, it is essential to know who are affected due to work. Who have
strengths to influence, and show their interest in positive conclusion or unsuccessful results.
Prior to the stakeholders: After the first step is completed the next step for the company to
choose the right and who need on a prior basis. Some may show their interest and some
stakeholders not care.
Level of influence
Level of impact
10
Keep satisfied Manage closely
Monitor Keep informed

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6. In the discussion forum, choose an example from your peers and compare the industry
your business operates in with their industry, identify the main points of stakeholder
dissimilarities and analyse the differences in stakeholder interests and influences.
Coles is a retail industry which deals with the individual customer. This industry has limited
customer, limited suppliers and has specific stores etc. It focuses on short term goal and its
services dependent on period. While, banking industry is dealing with the corporate customer.
Bank provides services to its customer in terms of fund or money. The banking sector is more
prevalent in the corporate area due to its continuous growth.
Stakeholders of the retail industry are sponsor, customer employees. The Customer, regulators,
taxpayer, staff and director are the stakeholder of the banking sector.
The dissimilarity in the stakeholder in these industries is the banking sector has the stakeholder
who contributes funds and regulation in the industry. In the retail industry stakeholder take
benefits from the organizations. The employees of the banking sector are always be an employee
and earn money to remain the part of this sector. But in retail industry employees want to switch
their job because of less sustainability of the organization (Vuorinen, 2018).
Stakeholders influence by the growth of industry and as per the records says the banking sector is
continuous growth in the same industry. The environment of the organization also influences
them as employees of the organization are affected by the workplaces and workforce
environment. It is an internal factor which negatively impacted the stakeholder. The positive side
of the same environment is also there i.e. if the workplace and workforces have a healthy
environment. It indirectly increases the productivity and sales rate of the organization.
Stakeholder influenced by its position in the organization. The stakeholder of Commonwealth
Bank has more involvement in the organization as compared to the stakeholder of Coles. Since,
the retail industry the regulation and other strategies are decided by the only owner. Another
influencing factor is also projected sometime in retail industry project manager is one of the most
important stakeholders of a particular project. It considers and applies the element according to
the current scenario of the organization.
Stakeholders take an interest in those areas where their availability is more valuable. The
stakeholders of Commonwealth Bank play a vital role in generating strategies and
implementation of future policy.
These both industries have a unique place in the market, and their past experiences influence its
stakeholders. Banking industry offers their customer like the good interest rate on Loan, saving
account, tax relaxation according to the growth. If its customer is satisfied with its service, bank
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