{"id":7255,"date":"2024-12-17T08:36:18","date_gmt":"2024-12-17T08:36:18","guid":{"rendered":"https:\/\/thescrumacademy.com\/?p=7255"},"modified":"2025-05-20T08:08:21","modified_gmt":"2025-05-20T07:08:21","slug":"six-powerful-questions-to-engage-stakeholders-and-remove-impediments","status":"publish","type":"post","link":"https:\/\/thescrumacademy.com\/es\/2024\/12\/17\/six-powerful-questions-to-engage-stakeholders-and-remove-impediments\/","title":{"rendered":"Six Powerful Questions to Engage Stakeholders and Remove Impediments"},"content":{"rendered":"

One of the most difficult jobs as a Product Owner (or product manager) is reaching consensus and developing sustainable solutions with stakeholders who oftentimes have varied interests and (sometimes hidden) agendas.\u00a0 This is especially true if many of these stakeholders have greater positional authority than the Product Owner.\u00a0 When I find myself in these situations, I find a well-timed <\/span>Powerful Question<\/span><\/a> often will unlock the impasse.\u00a0 Here are six powerful questions that you can use when speaking with stakeholders.\u00a0<\/span><\/p>\n

Focus on Customer Centricity<\/span><\/h2>\n

Customer centricity is a business strategy that prioritizes the needs, expectations and satisfaction of customers in every aspect of an organization\u2019s operations.\u00a0 <\/span>Ranjay Gulati<\/span><\/a>, professor at the Harvard Business School, has spent over a decade studying customer-centric organizations.\u00a0 He published his findings in a book, <\/span>Reorganize for Resilience: Putting Customers at the Center of Your Business<\/span><\/a>.\u00a0 In this book, Gulati describes that when businesses adopt a collaborative, \u201coutside-in\u201d perspective, aka a customer perspective, when developing new products and services, this leads to exceptional market performance.\u00a0<\/span><\/p>\n

When stakeholders demonstrate they are confused or unsure about what are the important priorities and needs, the best Product Owners will ask, <\/span>\u201cHow will this choice benefit the customer?\u201d<\/b> as a way to move the conversation forward.<\/span><\/p>\n

Focus on Design Thinking<\/span><\/h2>\n

Design Thinking is a human-centered approach to innovation and discovery.\u00a0 One of the earliest pioneers in Design Thinking is the famed design firm, <\/span>IDEO<\/span><\/a>.\u00a0 Product designers who adopt the Design Thinking mindset work in cross-functional teams to develop software-enabled solutions that \u201cdelight\u201d customers and end users.\u00a0 In this context, \u201cdelight\u201d refers to the emotional response – a feeling of joy, surprise or satisfaction – the user experiences when they interact with a solution that solves their problems in a way that is both elegant and intuitive.\u00a0 If Customer Centricity is the strategy, then Designing Thinking is how that strategy is brought to life.<\/span><\/p>\n

\u00a0<\/span>When stakeholders focus on implementation details and lose sight of the big picture, the best Product Owners will ask, <\/span>\u201cWhat problem are we trying to solve (for the customer)?\u201d<\/b> as a way to provide clarity.<\/span><\/p>\n

Focus on the Three Rules<\/span><\/h2>\n

In 2015, Mumtaz Ahmed and Michael Raynor <\/span>published a statistical analysis<\/span><\/a> of thousands of publicly-traded companies to uncover why some companies were able to achieve exceptional, long-term market performance.\u00a0 Their startling results can be summarized with three rules:<\/span><\/p>\n

    \n
  1. Better before cheaper:<\/b> offer customers more value, rather than lowering prices.<\/span><\/li>\n
  2. Revenue before cost:<\/b> improve profits by increasing volumes or earning higher prices, rather than cutting costs.<\/span><\/li>\n
  3. There are no other rules:<\/b> view all other choices through the lens of the previous two rules.<\/span><\/li>\n<\/ol>\n

    When stakeholders are having trouble reaching a business decision, the best Product Owners will emphasize product differentiation (<\/span>\u201cHow can we make the product better?\u201d<\/b>) or identify features and capabilities that will improve sales and\\or allow the business to earn higher prices (<\/span>\u201cHow can we increase revenue?\u201d<\/b>).<\/span><\/p>\n

    Focus on the Cost of Delay\u00a0<\/span><\/h2>\n

    In 2012, <\/span>Don Reinersten<\/span><\/a> popularized cost of delay (CoD) as the \u201cone thing to quantify\u201d for product development organizations.\u00a0 In general, CoD is defined as the economic impact of postponing the delivery of a product or service.\u00a0 CoD can be computed using the following formula:<\/span><\/p>\n

    Cost of Delay = <\/span>\u03a3<\/b>delays * economic benefit<\/span><\/p>\n

    When stakeholders are at an impasse on how to prioritize features, capabilities or other investments, the best Product Owners will ask, <\/span>\u201cWhich of the following items has the highest (or lowest) cost of delay?\u201d<\/b> as a way to focus the attention of business leaders on the business impact of their choices.<\/span><\/p>\n

    Focus on the Theory of Constraints<\/span><\/h2>\n

    Software development is a system of interdependent parts joined together by a common purpose.\u00a0 The ability of the system to achieve its purpose depends on how well the parts interact with one another, not how well the parts perform individually.\u00a0 According to <\/span>Eli Goldratt<\/span><\/a>, author of the <\/span>Theory of Constraints<\/span><\/a>, every system will have exactly one constraint, or bottleneck, that inhibits the fast flow of value.\u00a0 In order to improve the performance of the system, it is important to step back and see the whole system.\u00a0 Only after this first step has been taken will it be possible to identify and remove the constraint.<\/span><\/p>\n

    When stakeholders, teams and organizations debate how to improve the performance of the software development process, the best Product Owners ask their peers, <\/span>\u201cWhere is the bottleneck in this system?\u201d <\/b>\u00a0This question encourages them to think holistically about the system instead of focusing on the performance of the individual components.<\/span><\/p>\n

    The Six Powerful Questions<\/span><\/h2>\n

    In summary, here are the six powerful questions you can use to remove impasses that may develop with stakeholders.<\/span><\/p>\n

      \n
    1. \u201cHow will this choice benefit the customer?\u201d<\/span><\/li>\n
    2. \u201cWhat problem are we trying to solve (for the customer)?\u201d<\/span><\/li>\n
    3. \u201cHow can we make the product better?\u201d<\/span><\/li>\n
    4. \u201cHow can we increase revenue?\u201d<\/span><\/li>\n
    5. \u201cWhich of the following items has the highest (or lowest) cost of delay?\u201d<\/span><\/li>\n
    6. \u201cWhere is the bottleneck in the system?\u201d<\/span><\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"

      One of the most difficult jobs as a Product Owner (or product manager) is reaching consensus and developing sustainable solutions with stakeholders who oftentimes have varied interests and (sometimes hidden) […]<\/p>\n","protected":false},"author":1,"featured_media":7258,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_price":"","_stock":"","_tribe_ticket_header":"","_tribe_default_ticket_provider":"","_tribe_ticket_capacity":"0","_ticket_start_date":"","_ticket_end_date":"","_tribe_ticket_show_description":"","_tribe_ticket_show_not_going":false,"_tribe_ticket_use_global_stock":"","_tribe_ticket_global_stock_level":"","_global_stock_mode":"","_global_stock_cap":"","_tribe_rsvp_for_event":"","_tribe_ticket_going_count":"","_tribe_ticket_not_going_count":"","_tribe_tickets_list":"[]","_tribe_ticket_has_attendee_info_fields":false,"footnotes":""},"categories":[208,7,22,245,223,221,29,215],"tags":[],"class_list":["post-7255","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-advanced-practitioners","category-agile-scrum","category-coaching","category-featured","category-impediments-backlog","category-product-management","category-product-owner","category-scrum-team"],"yoast_head":"\nSix Powerful Questions to Engage Stakeholders and Remove Impediments - 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