Page 11 - UNAM Strategic Plan 2019-2024

STRATEGIC PLAN 2019 - 2024 11

3.1.1 STAKEHOLDERS NEED ANALYSIS

UNAM exists to respond to the needs of stakeholders. It is, therefore, cardinal that we remain
relevant and responsive to their needs. All interested parties (stakeholders), and what they require
from the University, are identified. The stakeholders are identified in Figure 2, while customers are
identified and categorised in Figure 3. The list of services and products required from the University
is also identified. Figure 4 lists and categorises all stakeholders, including their needs and wants.

Figure 2: Stakeholders: Anyone who has an interest in the outputs and outcomes of the institution
Stakeholders

Primary Secondary Stakeholders
Customers Customers

Stakeholders identified
• Students, Employees, Community etc.
• Parent Ministries of Education and Higher Education, NCHE, NQA etc.
• Faculty-related sectors (Health sciences, Clinical teaching facilities, Engineering Council, law societies, etc.)
• Partners (bilateral and multinational)
• Regional and International Bodies(SADC,UN, etc.)

Figure 3: Customers: Direct beneficiaries of our institution’s product or services. Sometimes,
Customers customers can be segmented into primary and secondary customers.

Primary Secondary Stakeholders
Customers Customers

Identified Customers
Primary Customers: Services and products
• Students • Higher Education
Secondary Customers • Services and products
• Employees • Graduating students
• Central Government • Research services/activities
• Regional and Local Authorities • Extension services
• Community in general • Community engagement services

Figure 4: Customers/Stakeholder needs analysis: Determining what services/products customers/
Stakeholders’ stakeholders requires the institution to provide.
needs

Primary Secondary Stakeholders
Customers Customers

Identified Customers

Customers needs: Stakeholders needs
• Students : • Employers:
• Quality Education(Fit for purpose) • Quality graduates,
• Academic support programmes • Government:
• Industry related courses • Quality graduates and research outputs,
• Competitive tuition fees • Staff:
• Good working environment
Customers wants: Stakeholders wants
• Students: • Government: Research output and
• Conducive learning environment Psycho-social consultancy assistance
support programmes • Employees: Conducive working environment.
Community: Positive impact on society/
community