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HealthCare.gov: The Crash and the Fix (A) SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis

Case Study SWOT Analysis Solution

Case Study Description of HealthCare.gov: The Crash and the Fix (A)


A review of the process utilized by the Obama administration to create the Health Care.gov exchange and the problems that resulted from the implementation effort. There is a B case that provides the follow on strategy and processes utilized to get the site up and running after the initial failures of implementation.

Authors :: Leonard A. Schlesinger, Paras D. Bhayani

Topics :: Organizational Development

Tags :: Innovation, Internet, IT, Regulation, Strategy execution, SWOT Analysis, SWOT Matrix, TOWS, Weighted SWOT Analysis

Swot Analysis of "HealthCare.gov: The Crash and the Fix (A)" written by Leonard A. Schlesinger, Paras D. Bhayani includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Utilized Care.gov facing as an external strategic factors. Some of the topics covered in HealthCare.gov: The Crash and the Fix (A) case study are - Strategic Management Strategies, Innovation, Internet, IT, Regulation, Strategy execution and Organizational Development.


Some of the macro environment factors that can be used to understand the HealthCare.gov: The Crash and the Fix (A) casestudy better are - – increasing energy prices, there is backlash against globalization, increasing transportation and logistics costs, talent flight as more people leaving formal jobs, customer relationship management is fast transforming because of increasing concerns over data privacy, increasing commodity prices, technology disruption, supply chains are disrupted by pandemic , challanges to central banks by blockchain based private currencies, etc



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Introduction to SWOT Analysis of HealthCare.gov: The Crash and the Fix (A)


SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in HealthCare.gov: The Crash and the Fix (A) case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Utilized Care.gov, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Utilized Care.gov operates in.

According to Harvard Business Review, 75% of the managers use SWOT analysis for various purposes such as – evaluating current scenario, strategic planning, new venture feasibility, personal growth goals, new market entry, Go To market strategies, portfolio management and strategic trade-off assessment, organizational restructuring, etc.




SWOT Objectives / Importance of SWOT Analysis and SWOT Matrix


SWOT analysis of HealthCare.gov: The Crash and the Fix (A) can be done for the following purposes –
1. Strategic planning using facts provided in HealthCare.gov: The Crash and the Fix (A) case study
2. Improving business portfolio management of Utilized Care.gov
3. Assessing feasibility of the new initiative in Organizational Development field.
4. Making a Organizational Development topic specific business decision
5. Set goals for the organization
6. Organizational restructuring of Utilized Care.gov




Strengths HealthCare.gov: The Crash and the Fix (A) | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis

The strengths of Utilized Care.gov in HealthCare.gov: The Crash and the Fix (A) Harvard Business Review case study are -

Effective Research and Development (R&D)

– Utilized Care.gov has innovation driven culture where significant part of the revenues are spent on the research and development activities. This has resulted in, as mentioned in case study HealthCare.gov: The Crash and the Fix (A) - staying ahead in the industry in terms of – new product launches, superior customer experience, highly competitive pricing strategies, and great returns to the shareholders.

Ability to lead change in Organizational Development field

– Utilized Care.gov is one of the leading players in its industry. Over the years it has not only transformed the business landscape in its segment but also across the whole industry. The ability to lead change has enabled Utilized Care.gov in – penetrating new markets, reaching out to new customers, and providing different value propositions to different customers in the international markets.

Digital Transformation in Organizational Development segment

- digital transformation varies from industry to industry. For Utilized Care.gov digital transformation journey comprises differing goals based on market maturity, customer technology acceptance, and organizational culture. Utilized Care.gov has successfully integrated the four key components of digital transformation – digital integration in processes, digital integration in marketing and customer relationship management, digital integration into the value chain, and using technology to explore new products and market opportunities.

Operational resilience

– The operational resilience strategy in the HealthCare.gov: The Crash and the Fix (A) Harvard Business Review case study comprises – understanding the underlying the factors in the industry, building diversified operations across different geographies so that disruption in one part of the world doesn’t impact the overall performance of the firm, and integrating the various business operations and processes through its digital transformation drive.

Learning organization

- Utilized Care.gov is a learning organization. It has inculcated three key characters of learning organization in its processes and operations – exploration, creativity, and expansiveness. The work place at Utilized Care.gov is open place that encourages instructiveness, ideation, open minded discussions, and creativity. Employees and leaders in HealthCare.gov: The Crash and the Fix (A) Harvard Business Review case study emphasize – knowledge, initiative, and innovation.

Ability to recruit top talent

– Utilized Care.gov is one of the leading recruiters in the industry. Managers in the HealthCare.gov: The Crash and the Fix (A) are in a position to attract the best talent available. The firm has a robust talent identification program that helps in identifying the brightest.

Successful track record of launching new products

– Utilized Care.gov has launched numerous new products in last few years, keeping in mind evolving customer preferences and competitive pressures. Utilized Care.gov has effective processes in place that helps in exploring new product needs, doing quick pilot testing, and then launching the products quickly using its extensive distribution network.

Strong track record of project management

– Utilized Care.gov is known for sticking to its project targets. This enables the firm to manage – time, project costs, and have sustainable margins on the projects.

Sustainable margins compare to other players in Organizational Development industry

– HealthCare.gov: The Crash and the Fix (A) firm has clearly differentiated products in the market place. This has enabled Utilized Care.gov to fetch slight price premium compare to the competitors in the Organizational Development industry. The sustainable margins have also helped Utilized Care.gov to invest into research and development (R&D) and innovation.

Organizational Resilience of Utilized Care.gov

– The covid-19 pandemic has put organizational resilience at the centre of everthing that Utilized Care.gov does. Organizational resilience comprises - Financial Resilience, Operational Resilience, Technological Resilience, Organizational Resilience, Business Model Resilience, and Reputation Resilience.

Superior customer experience

– The customer experience strategy of Utilized Care.gov in the segment is based on four key concepts – personalization, simplification of complex needs, prompt response, and continuous engagement.

Highly skilled collaborators

– Utilized Care.gov has highly efficient outsourcing and offshoring strategy. It has resulted in greater operational flexibility and bringing down the costs in highly price sensitive segment. Secondly the value chain collaborators of the firm in HealthCare.gov: The Crash and the Fix (A) HBR case study have helped the firm to develop new products and bring them quickly to the marketplace.






Weaknesses HealthCare.gov: The Crash and the Fix (A) | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis

The weaknesses of HealthCare.gov: The Crash and the Fix (A) are -

Compensation and incentives

– The revenue per employee as mentioned in the HBR case study HealthCare.gov: The Crash and the Fix (A), is just above the industry average. Utilized Care.gov needs to redesign the compensation structure and incentives to increase the revenue per employees. Some of the steps that it can take are – hiring more specialists on project basis, etc.

Aligning sales with marketing

– It come across in the case study HealthCare.gov: The Crash and the Fix (A) that the firm needs to have more collaboration between its sales team and marketing team. Sales professionals in the industry have deep experience in developing customer relationships. Marketing department in the case HealthCare.gov: The Crash and the Fix (A) can leverage the sales team experience to cultivate customer relationships as Utilized Care.gov is planning to shift buying processes online.

Workers concerns about automation

– As automation is fast increasing in the segment, Utilized Care.gov needs to come up with a strategy to reduce the workers concern regarding automation. Without a clear strategy, it could lead to disruption and uncertainty within the organization.

High operating costs

– Compare to the competitors, firm in the HBR case study HealthCare.gov: The Crash and the Fix (A) has high operating costs in the. This can be harder to sustain given the new emerging competition from nimble players who are using technology to attract Utilized Care.gov 's lucrative customers.

Low market penetration in new markets

– Outside its home market of Utilized Care.gov, firm in the HBR case study HealthCare.gov: The Crash and the Fix (A) needs to spend more promotional, marketing, and advertising efforts to penetrate international markets.

Slow to strategic competitive environment developments

– As HealthCare.gov: The Crash and the Fix (A) HBR case study mentions - Utilized Care.gov takes time to assess the upcoming competitions. This has led to missing out on atleast 2-3 big opportunities in the industry in last five years.

Skills based hiring

– The stress on hiring functional specialists at Utilized Care.gov has created an environment where the organization is dominated by functional specialists rather than management generalist. This has resulted into product oriented approach rather than marketing oriented approach or consumers oriented approach.

Need for greater diversity

– Utilized Care.gov has taken concrete steps on diversity, equity, and inclusion. But the efforts so far has resulted in limited success. It needs to expand the recruitment and selection process to hire more people from the minorities and underprivileged background.

Products dominated business model

– Even though Utilized Care.gov has some of the most successful products in the industry, this business model has made each new product launch extremely critical for continuous financial growth of the organization. firm in the HBR case study - HealthCare.gov: The Crash and the Fix (A) should strive to include more intangible value offerings along with its core products and services.

Lack of clear differentiation of Utilized Care.gov products

– To increase the profitability and margins on the products, Utilized Care.gov needs to provide more differentiated products than what it is currently offering in the marketplace.

No frontier risks strategy

– After analyzing the HBR case study HealthCare.gov: The Crash and the Fix (A), it seems that company is thinking about the frontier risks that can impact Organizational Development strategy. But it has very little resources allocation to manage the risks emerging from events such as natural disasters, climate change, melting of permafrost, tacking the rise of artificial intelligence, opportunities and threats emerging from commercialization of space etc.




Opportunities HealthCare.gov: The Crash and the Fix (A) | External Strategic Factors
What are Opportunities in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis


The opportunities highlighted in the Harvard Business Review case study HealthCare.gov: The Crash and the Fix (A) are -

Harnessing reconfiguration of the global supply chains

– As the trade war between US and China heats up in the coming years, Utilized Care.gov can build a diversified supply chain model across various countries in - South East Asia, India, and other parts of the world. This reconfiguration of global supply chain can help, as suggested in case study, HealthCare.gov: The Crash and the Fix (A), to buy more products closer to the markets, and it can leverage its size and influence to get better deal from the local markets.

Using analytics as competitive advantage

– Utilized Care.gov has spent a significant amount of money and effort to integrate analytics and machine learning into its operations in the sector. This continuous investment in analytics has enabled, as illustrated in the Harvard case study HealthCare.gov: The Crash and the Fix (A) - to build a competitive advantage using analytics. The analytics driven competitive advantage can help Utilized Care.gov to build faster Go To Market strategies, better consumer insights, developing relevant product features, and building a highly efficient supply chain.

Redefining models of collaboration and team work

– As explained in the weaknesses section, Utilized Care.gov is facing challenges because of the dominance of functional experts in the organization. HealthCare.gov: The Crash and the Fix (A) case study suggests that firm can utilize new technology to build more coordinated teams and streamline operations and communications using tools such as CAD, Zoom, etc.

Lowering marketing communication costs

– 5G expansion will open new opportunities for Utilized Care.gov in the field of marketing communication. It will bring down the cost of doing business, provide technology platform to build new products in the Organizational Development segment, and it will provide faster access to the consumers.

Low interest rates

– Even though inflation is raising its head in most developed economies, Utilized Care.gov can still utilize the low interest rates to borrow money for capital investment. Secondly it can also use the increase of government spending in infrastructure projects to get new business.

Increase in government spending

– As the United States and other governments are increasing social spending and infrastructure spending to build economies post Covid-19, Utilized Care.gov can use these opportunities to build new business models that can help the communities that Utilized Care.gov operates in. Secondly it can use opportunities from government spending in Organizational Development sector.

Creating value in data economy

– The success of analytics program of Utilized Care.gov has opened avenues for new revenue streams for the organization in the industry. This can help Utilized Care.gov to build a more holistic ecosystem as suggested in the HealthCare.gov: The Crash and the Fix (A) case study. Utilized Care.gov can build new products and services such as - data insight services, data privacy related products, data based consulting services, etc.

Reconfiguring business model

– The expansion of digital payment system, the bringing down of international transactions costs using Bitcoin and other blockchain based currencies, etc can help Utilized Care.gov to reconfigure its entire business model. For example it can used blockchain based technologies to reduce piracy of its products in the big markets such as China. Secondly it can use the popularity of e-commerce in various developing markets to build a Direct to Customer business model rather than the current Channel Heavy distribution network.

Identify volunteer opportunities

– Covid-19 has impacted working population in two ways – it has led to people soul searching about their professional choices, resulting in mass resignation. Secondly it has encouraged people to do things that they are passionate about. This has opened opportunities for businesses to build volunteer oriented socially driven projects. Utilized Care.gov can explore opportunities that can attract volunteers and are consistent with its mission and vision.

Buying journey improvements

– Utilized Care.gov can improve the customer journey of consumers in the industry by using analytics and artificial intelligence. HealthCare.gov: The Crash and the Fix (A) suggest that firm can provide automated chats to help consumers solve their own problems, provide online suggestions to get maximum out of the products and services, and help consumers to build a community where they can interact with each other to develop new features and uses.

Remote work and new talent hiring opportunities

– The widespread usage of remote working technologies during Covid-19 has opened opportunities for Utilized Care.gov to expand its talent hiring zone. According to McKinsey Global Institute, 20% of the high end workforce in fields such as finance, information technology, can continously work from remote local post Covid-19. This presents a really great opportunity for Utilized Care.gov to hire the very best people irrespective of their geographical location.

Learning at scale

– Online learning technologies has now opened space for Utilized Care.gov to conduct training and development for its employees across the world. This will result in not only reducing the cost of training but also help employees in different part of the world to integrate with the headquarter work culture, ethos, and standards.

Reforming the budgeting process

- By establishing new metrics that will be used to evaluate both existing and potential projects Utilized Care.gov can not only reduce the costs of the project but also help it in integrating the projects with other processes within the organization.




Threats HealthCare.gov: The Crash and the Fix (A) External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis


The threats mentioned in the HBR case study HealthCare.gov: The Crash and the Fix (A) are -

Increasing wage structure of Utilized Care.gov

– Post Covid-19 there is a sharp increase in the wages especially in the jobs that require interaction with people. The increasing wages can put downward pressure on the margins of Utilized Care.gov.

High level of anxiety and lack of motivation

– the Great Resignation in United States is the sign of broader dissatisfaction among the workforce in United States. Utilized Care.gov needs to understand the core reasons impacting the Organizational Development industry. This will help it in building a better workplace.

Regulatory challenges

– Utilized Care.gov needs to prepare for regulatory challenges as consumer protection groups and other pressure groups are vigorously advocating for more regulations on big business - to reduce inequality, to create a level playing field, to product data privacy and consumer privacy, to reduce the influence of big money on democratic institutions, etc. This can lead to significant changes in the Organizational Development industry regulations.

Aging population

– As the populations of most advanced economies are aging, it will lead to high social security costs, higher savings among population, and lower demand for goods and services in the economy. The household savings in US, France, UK, Germany, and Japan are growing faster than predicted because of uncertainty caused by pandemic.

New competition

– After the dotcom bust of 2001, financial crisis of 2008-09, the business formation in US economy had declined. But in 2020 alone, there are more than 1.5 million new business applications in United States. This can lead to greater competition for Utilized Care.gov in the Organizational Development sector and impact the bottomline of the organization.

Capital market disruption

– During the Covid-19, Dow Jones has touched record high. The valuations of a number of companies are way beyond their existing business model potential. This can lead to capital market correction which can put a number of suppliers, collaborators, value chain partners in great financial difficulty. It will directly impact the business of Utilized Care.gov.

Trade war between China and United States

– The trade war between two of the biggest economies can hugely impact the opportunities for Utilized Care.gov in the Organizational Development industry. The Organizational Development industry is already at various protected from local competition in China, with the rise of trade war the protection levels may go up. This presents a clear threat of current business model in Chinese market.

Consumer confidence and its impact on Utilized Care.gov demand

– There is a high probability of declining consumer confidence, given – high inflammation rate, rise of gig economy, lower job stability, increasing cost of living, higher interest rates, and aging demography. All the factors contribute to people saving higher rate of their income, resulting in lower consumer demand in the industry and other sectors.

Learning curve for new practices

– As the technology based on artificial intelligence and machine learning platform is getting complex, as highlighted in case study HealthCare.gov: The Crash and the Fix (A), Utilized Care.gov may face longer learning curve for training and development of existing employees. This can open space for more nimble competitors in the field of Organizational Development .

Increasing international competition and downward pressure on margins

– Apart from technology driven competitive advantage dilution, Utilized Care.gov can face downward pressure on margins from increasing competition from international players. The international players have stable revenue in their home market and can use those resources to penetrate prominent markets illustrated in HBR case study HealthCare.gov: The Crash and the Fix (A) .

Technology disruption because of hacks, piracy etc

– The colonial pipeline illustrated, how vulnerable modern organization are to international hackers, miscreants, and disruptors. The cyber security interruption, data leaks, etc can seriously jeopardize the future growth of the organization.

Barriers of entry lowering

– As technology is more democratized, the barriers to entry in the industry are lowering. It can presents Utilized Care.gov with greater competitive threats in the near to medium future. Secondly it will also put downward pressure on pricing throughout the sector.

Stagnating economy with rate increase

– Utilized Care.gov can face lack of demand in the market place because of Fed actions to reduce inflation. This can lead to sluggish growth in the economy, lower demands, lower investments, higher borrowing costs, and consolidation in the field.




Weighted SWOT Analysis of HealthCare.gov: The Crash and the Fix (A) Template, Example


Not all factors mentioned under the Strengths, Weakness, Opportunities, and Threats quadrants in the SWOT Analysis are equal. Managers in the HBR case study HealthCare.gov: The Crash and the Fix (A) needs to zero down on the relative importance of each factor mentioned in the Strengths, Weakness, Opportunities, and Threats quadrants. We can provide the relative importance to each factor by assigning relative weights. Weighted SWOT analysis process is a three stage process –

First stage for doing weighted SWOT analysis of the case study HealthCare.gov: The Crash and the Fix (A) is to rank the strengths and weaknesses of the organization. This will help you to assess the most important strengths and weaknesses of the firm and which one of the strengths and weaknesses mentioned in the initial lists are marginal and can be left out.

Second stage for conducting weighted SWOT analysis of the Harvard case study HealthCare.gov: The Crash and the Fix (A) is to give probabilities to the external strategic factors thus better understanding the opportunities and threats arising out of macro environment changes and developments.

Third stage of constructing weighted SWOT analysis of HealthCare.gov: The Crash and the Fix (A) is to provide strategic recommendations includes – joining likelihood of external strategic factors such as opportunities and threats to the internal strategic factors – strengths and weaknesses. You should start with external factors as they will provide the direction of the overall industry. Secondly by joining probabilities with internal strategic factors can help the company not only strategic fit but also the most probably strategic trade-off that Utilized Care.gov needs to make to build a sustainable competitive advantage.



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