West Coast University Student Health Services--Primary Care Clinic SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
Technology & Operations
Strategy / MBA Resources
Case Study SWOT Analysis Solution
Case Study Description of West Coast University Student Health Services--Primary Care Clinic
Integrates issues in service operations, organization behavior, and applications of management science models such as simulation and queuing theory. A complete analysis of the case includes understanding process flows, computing utilization levels, and using models of the stochastic arrival rate and service rates of the existing and proposed systems. In addition, considers the managerial issues involved in running an ambulatory care center. The Primary Care Clinic (PCC) is the only walk-in clinic on campus and presently works under a triage system. The Student Health Services (along with PCC) is scheduled to move to a new facility. The director of the PCC views the move as a good opportunity to review and improve on the present service delivery process and system. Three broad objectives have been identified for the new system: reduce the waiting time for seeing a healthcare provider, transform the perception of the clinic as an impersonal bureaucracy, and improve student perceptions (especially nonusers) about the performance and effectiveness of the PCC. To achieve these objectives, a new system of clinician teams (doctors and nurse practitioners) has been proposed.
Authors :: David Wylie, Ashok Rao, Jay Rao, Ivor Morgan
Swot Analysis of "West Coast University Student Health Services--Primary Care Clinic" written by David Wylie, Ashok Rao, Jay Rao, Ivor Morgan includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Pcc Clinic facing as an external strategic factors. Some of the topics covered in West Coast University Student Health Services--Primary Care Clinic case study are - Strategic Management Strategies, Human resource management, Organizational culture, Supply chain and Technology & Operations.
Some of the macro environment factors that can be used to understand the West Coast University Student Health Services--Primary Care Clinic casestudy better are - – increasing inequality as vast percentage of new income is going to the top 1%, central banks are concerned over increasing inflation, increasing government debt because of Covid-19 spendings, there is increasing trade war between United States & China, increasing commodity prices, supply chains are disrupted by pandemic , technology disruption,
banking and financial system is disrupted by Bitcoin and other crypto currencies, increasing energy prices, etc
Introduction to SWOT Analysis of West Coast University Student Health Services--Primary Care Clinic
SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in West Coast University Student Health Services--Primary Care Clinic case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Pcc Clinic, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Pcc Clinic 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 West Coast University Student Health Services--Primary Care Clinic can be done for the following purposes –
1. Strategic planning using facts provided in West Coast University Student Health Services--Primary Care Clinic case study
2. Improving business portfolio management of Pcc Clinic
3. Assessing feasibility of the new initiative in Technology & Operations field.
4. Making a Technology & Operations topic specific business decision
5. Set goals for the organization
6. Organizational restructuring of Pcc Clinic
Strengths West Coast University Student Health Services--Primary Care Clinic | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The strengths of Pcc Clinic in West Coast University Student Health Services--Primary Care Clinic Harvard Business Review case study are -
Operational resilience
– The operational resilience strategy in the West Coast University Student Health Services--Primary Care Clinic 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.
Digital Transformation in Technology & Operations segment
- digital transformation varies from industry to industry. For Pcc Clinic digital transformation journey comprises differing goals based on market maturity, customer technology acceptance, and organizational culture. Pcc Clinic 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.
Sustainable margins compare to other players in Technology & Operations industry
– West Coast University Student Health Services--Primary Care Clinic firm has clearly differentiated products in the market place. This has enabled Pcc Clinic to fetch slight price premium compare to the competitors in the Technology & Operations industry. The sustainable margins have also helped Pcc Clinic to invest into research and development (R&D) and innovation.
Superior customer experience
– The customer experience strategy of Pcc Clinic in the segment is based on four key concepts – personalization, simplification of complex needs, prompt response, and continuous engagement.
Analytics focus
– Pcc Clinic is putting a lot of focus on utilizing the power of analytics in business decision making. This has put it among the leading players in the industry. The technology infrastructure suggested by David Wylie, Ashok Rao, Jay Rao, Ivor Morgan can also help it to harness the power of analytics for – marketing optimization, demand forecasting, customer relationship management, inventory management, information sharing across the value chain etc.
Effective Research and Development (R&D)
– Pcc Clinic 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 West Coast University Student Health Services--Primary Care Clinic - staying ahead in the industry in terms of – new product launches, superior customer experience, highly competitive pricing strategies, and great returns to the shareholders.
Low bargaining power of suppliers
– Suppliers of Pcc Clinic in the sector have low bargaining power. West Coast University Student Health Services--Primary Care Clinic has further diversified its suppliers portfolio by building a robust supply chain across various countries. This helps Pcc Clinic to manage not only supply disruptions but also source products at highly competitive prices.
Innovation driven organization
– Pcc Clinic is one of the most innovative firm in sector. Manager in West Coast University Student Health Services--Primary Care Clinic Harvard Business Review case study can use Clayton Christensen Disruptive Innovation strategies to further increase the scale of innovtions in the organization.
Learning organization
- Pcc Clinic 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 Pcc Clinic is open place that encourages instructiveness, ideation, open minded discussions, and creativity. Employees and leaders in West Coast University Student Health Services--Primary Care Clinic Harvard Business Review case study emphasize – knowledge, initiative, and innovation.
Ability to recruit top talent
– Pcc Clinic is one of the leading recruiters in the industry. Managers in the West Coast University Student Health Services--Primary Care Clinic 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
– Pcc Clinic has launched numerous new products in last few years, keeping in mind evolving customer preferences and competitive pressures. Pcc Clinic 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.
Organizational Resilience of Pcc Clinic
– The covid-19 pandemic has put organizational resilience at the centre of everthing that Pcc Clinic does. Organizational resilience comprises - Financial Resilience, Operational Resilience, Technological Resilience, Organizational Resilience, Business Model Resilience, and Reputation Resilience.
Weaknesses West Coast University Student Health Services--Primary Care Clinic | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The weaknesses of West Coast University Student Health Services--Primary Care Clinic are -
Slow to strategic competitive environment developments
– As West Coast University Student Health Services--Primary Care Clinic HBR case study mentions - Pcc Clinic 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.
Ability to respond to the competition
– As the decision making is very deliberative, highlighted in the case study West Coast University Student Health Services--Primary Care Clinic, in the dynamic environment Pcc Clinic has struggled to respond to the nimble upstart competition. Pcc Clinic has reasonably good record with similar level competitors but it has struggled with new entrants taking away niches of its business.
Lack of clear differentiation of Pcc Clinic products
– To increase the profitability and margins on the products, Pcc Clinic needs to provide more differentiated products than what it is currently offering in the marketplace.
High bargaining power of channel partners
– Because of the regulatory requirements, David Wylie, Ashok Rao, Jay Rao, Ivor Morgan suggests that, Pcc Clinic is facing high bargaining power of the channel partners. So far it has not able to streamline the operations to reduce the bargaining power of the value chain partners in the industry.
Products dominated business model
– Even though Pcc Clinic 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 - West Coast University Student Health Services--Primary Care Clinic should strive to include more intangible value offerings along with its core products and services.
High operating costs
– Compare to the competitors, firm in the HBR case study West Coast University Student Health Services--Primary Care Clinic 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 Pcc Clinic 's lucrative customers.
Compensation and incentives
– The revenue per employee as mentioned in the HBR case study West Coast University Student Health Services--Primary Care Clinic, is just above the industry average. Pcc Clinic 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.
Need for greater diversity
– Pcc Clinic 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.
Increasing silos among functional specialists
– The organizational structure of Pcc Clinic is dominated by functional specialists. It is not different from other players in the Technology & Operations segment. Pcc Clinic needs to de-silo the office environment to harness the true potential of its workforce. Secondly the de-silo will also help Pcc Clinic to focus more on services rather than just following the product oriented approach.
No frontier risks strategy
– After analyzing the HBR case study West Coast University Student Health Services--Primary Care Clinic, it seems that company is thinking about the frontier risks that can impact Technology & Operations 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.
Slow to harness new channels of communication
– Even though competitors are using new communication channels such as Instagram, Tiktok, and Snap, Pcc Clinic is slow explore the new channels of communication. These new channels of communication mentioned in marketing section of case study West Coast University Student Health Services--Primary Care Clinic can help to provide better information regarding products and services. It can also build an online community to further reach out to potential customers.
Opportunities West Coast University Student Health Services--Primary Care Clinic | 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 West Coast University Student Health Services--Primary Care Clinic are -
Redefining models of collaboration and team work
– As explained in the weaknesses section, Pcc Clinic is facing challenges because of the dominance of functional experts in the organization. West Coast University Student Health Services--Primary Care Clinic 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.
Manufacturing automation
– Pcc Clinic can use the latest technology developments to improve its manufacturing and designing process in Technology & Operations segment. It can use CAD and 3D printing to build a quick prototype and pilot testing products. It can leverage automation using machine learning and artificial intelligence to do faster production at lowers costs, and it can leverage the growth in satellite and tracking technologies to improve inventory management, transportation, and shipping.
Leveraging digital technologies
– Pcc Clinic can leverage digital technologies such as artificial intelligence and machine learning to automate the production process, customer analytics to get better insights into consumer behavior, realtime digital dashboards to get better sales tracking, logistics and transportation, product tracking, etc.
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. Pcc Clinic can explore opportunities that can attract volunteers and are consistent with its mission and vision.
Learning at scale
– Online learning technologies has now opened space for Pcc Clinic 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.
Building a culture of innovation
– managers at Pcc Clinic can make experimentation a productive activity and build a culture of innovation using approaches such as – mining transaction data, A/B testing of websites and selling platforms, engaging potential customers over various needs, and building on small ideas in the Technology & Operations segment.
Using analytics as competitive advantage
– Pcc Clinic 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 West Coast University Student Health Services--Primary Care Clinic - to build a competitive advantage using analytics. The analytics driven competitive advantage can help Pcc Clinic to build faster Go To Market strategies, better consumer insights, developing relevant product features, and building a highly efficient supply chain.
Harnessing reconfiguration of the global supply chains
– As the trade war between US and China heats up in the coming years, Pcc Clinic 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, West Coast University Student Health Services--Primary Care Clinic, to buy more products closer to the markets, and it can leverage its size and influence to get better deal from the local markets.
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 Pcc Clinic 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.
Finding new ways to collaborate
– Covid-19 has not only transformed business models of companies in Technology & Operations industry, but it has also influenced the consumer preferences. Pcc Clinic can tie-up with other value chain partners to explore new opportunities regarding meeting customer demands and building a rewarding and engaging relationship.
Loyalty marketing
– Pcc Clinic has focused on building a highly responsive customer relationship management platform. This platform is built on in-house data and driven by analytics and artificial intelligence. The customer analytics can help the organization to fine tune its loyalty marketing efforts, increase the wallet share of the organization, reduce wastage on mainstream advertising spending, build better pricing strategies using personalization, etc.
Changes in consumer behavior post Covid-19
– Consumer behavior has changed in the Technology & Operations industry because of Covid-19 restrictions. Some of this behavior will stay once things get back to normal. Pcc Clinic can take advantage of these changes in consumer behavior to build a far more efficient business model. For example consumer regular ordering of products can reduce both last mile delivery costs and market penetration costs. Pcc Clinic can further use this consumer data to build better customer loyalty, provide better products and service collection, and improve the value proposition in inflationary times.
Developing new processes and practices
– Pcc Clinic can develop new processes and procedures in Technology & Operations industry using technology such as automation using artificial intelligence, real time transportation and products tracking, 3D modeling for concept development and new products pilot testing etc.
Threats West Coast University Student Health Services--Primary Care Clinic External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The threats mentioned in the HBR case study West Coast University Student Health Services--Primary Care Clinic are -
Barriers of entry lowering
– As technology is more democratized, the barriers to entry in the industry are lowering. It can presents Pcc Clinic with greater competitive threats in the near to medium future. Secondly it will also put downward pressure on pricing throughout the sector.
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.
Shortening product life cycle
– it is one of the major threat that Pcc Clinic is facing in Technology & Operations sector. It can lead to higher research and development costs, higher marketing expenses, lower customer loyalty, etc.
Technology acceleration in Forth Industrial Revolution
– Pcc Clinic has witnessed rapid integration of technology during Covid-19 in the Technology & Operations industry. As one of the leading players in the industry, Pcc Clinic needs to keep up with the evolution of technology in the Technology & Operations sector. According to Mckinsey study top managers believe that the adoption of technology in operations, communications is 20-25 times faster than what they planned in the beginning of 2019.
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. Pcc Clinic needs to understand the core reasons impacting the Technology & Operations industry. This will help it in building a better workplace.
Trade war between China and United States
– The trade war between two of the biggest economies can hugely impact the opportunities for Pcc Clinic in the Technology & Operations industry. The Technology & Operations 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.
Increasing wage structure of Pcc Clinic
– 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 Pcc Clinic.
Stagnating economy with rate increase
– Pcc Clinic 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.
Backlash against dominant players
– US Congress and other legislative arms of the government are getting tough on big business especially technology companies. The digital arm of Pcc Clinic business can come under increasing regulations regarding data privacy, data security, etc.
Easy access to finance
– Easy access to finance in Technology & Operations field will also reduce the barriers to entry in the industry, thus putting downward pressure on the prices because of increasing competition. Pcc Clinic can utilize it by borrowing at lower rates and invest it into research and development, capital expenditure to fortify its core competitive advantage.
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 Pcc Clinic.
Increasing international competition and downward pressure on margins
– Apart from technology driven competitive advantage dilution, Pcc Clinic 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 West Coast University Student Health Services--Primary Care Clinic .
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 Pcc Clinic in the Technology & Operations sector and impact the bottomline of the organization.
Weighted SWOT Analysis of West Coast University Student Health Services--Primary Care Clinic 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 West Coast University Student Health Services--Primary Care Clinic 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 West Coast University Student Health Services--Primary Care Clinic 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 West Coast University Student Health Services--Primary Care Clinic 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 West Coast University Student Health Services--Primary Care Clinic 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 Pcc Clinic needs to make to build a sustainable competitive advantage.
