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Press Ganey and HCAHPS SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis

Case Study SWOT Analysis Solution

Case Study Description of Press Ganey and HCAHPS


In 2002, the Bush Administration launched the Hospital Quality Initiative, which was intended to improve quality through accountability and public disclosure and to "empower consumers with quality of care information to make more informed decisions about their health care, and encourage providers and clinicians to improve the quality of health care." To achieve the Administration's goals, the Centers for Medicare and Medicaid Services (CMS), part of the U.S. Department of Health and Human Services, announced that it would develop a program to survey patients' satisfaction to determine hospital quality. When Mel Hall, the CEO of Press Ganey, a leading healthcare performance measurement and improvement company, learned of CMS's proposal, he was concerned. The Administration seemed largely unaware of the existing market for patient satisfaction surveys, a market in which Press Ganey was intimately involved. This case studies how a private healthcare performance measurement company responds a government effort to improve quality reporting and standardize hospital surveys. It highlights the private company's decisions regarding both its business strategy as well as its potential to affect public policy

Authors :: Daniel Kessler

Topics :: Technology & Operations

Tags :: Market research, Product development, Psychology, SWOT Analysis, SWOT Matrix, TOWS, Weighted SWOT Analysis

Swot Analysis of "Press Ganey and HCAHPS" written by Daniel Kessler includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Ganey Quality facing as an external strategic factors. Some of the topics covered in Press Ganey and HCAHPS case study are - Strategic Management Strategies, Market research, Product development, Psychology and Technology & Operations.


Some of the macro environment factors that can be used to understand the Press Ganey and HCAHPS casestudy better are - – challanges to central banks by blockchain based private currencies, increasing household debt because of falling income levels, increasing transportation and logistics costs, customer relationship management is fast transforming because of increasing concerns over data privacy, central banks are concerned over increasing inflation, technology disruption, supply chains are disrupted by pandemic , increasing government debt because of Covid-19 spendings, cloud computing is disrupting traditional business models, etc



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Introduction to SWOT Analysis of Press Ganey and HCAHPS


SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in Press Ganey and HCAHPS case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Ganey Quality, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Ganey Quality 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 Press Ganey and HCAHPS can be done for the following purposes –
1. Strategic planning using facts provided in Press Ganey and HCAHPS case study
2. Improving business portfolio management of Ganey Quality
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 Ganey Quality




Strengths Press Ganey and HCAHPS | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis

The strengths of Ganey Quality in Press Ganey and HCAHPS Harvard Business Review case study are -

Diverse revenue streams

– Ganey Quality is present in almost all the verticals within the industry. This has provided firm in Press Ganey and HCAHPS case study a diverse revenue stream that has helped it to survive disruptions such as global pandemic in Covid-19, financial disruption of 2008, and supply chain disruption of 2021.

Organizational Resilience of Ganey Quality

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

Cross disciplinary teams

– Horizontal connected teams at the Ganey Quality are driving operational speed, building greater agility, and keeping the organization nimble to compete with new competitors. It helps are organization to ideate new ideas, and execute them swiftly in the marketplace.

Superior customer experience

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

Ability to recruit top talent

– Ganey Quality is one of the leading recruiters in the industry. Managers in the Press Ganey and HCAHPS are in a position to attract the best talent available. The firm has a robust talent identification program that helps in identifying the brightest.

Learning organization

- Ganey Quality 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 Ganey Quality is open place that encourages instructiveness, ideation, open minded discussions, and creativity. Employees and leaders in Press Ganey and HCAHPS Harvard Business Review case study emphasize – knowledge, initiative, and innovation.

Highly skilled collaborators

– Ganey Quality 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 Press Ganey and HCAHPS HBR case study have helped the firm to develop new products and bring them quickly to the marketplace.

Successful track record of launching new products

– Ganey Quality has launched numerous new products in last few years, keeping in mind evolving customer preferences and competitive pressures. Ganey Quality 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.

Training and development

– Ganey Quality has one of the best training and development program in the industry. The effectiveness of the training programs can be measured in Press Ganey and HCAHPS Harvard Business Review case study by analyzing – employees retention, in-house promotion, loyalty, new venture initiation, lack of conflict, and high level of both employees and customer engagement.

Digital Transformation in Technology & Operations segment

- digital transformation varies from industry to industry. For Ganey Quality digital transformation journey comprises differing goals based on market maturity, customer technology acceptance, and organizational culture. Ganey Quality 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.

Analytics focus

– Ganey Quality 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 Daniel Kessler 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.

Sustainable margins compare to other players in Technology & Operations industry

– Press Ganey and HCAHPS firm has clearly differentiated products in the market place. This has enabled Ganey Quality to fetch slight price premium compare to the competitors in the Technology & Operations industry. The sustainable margins have also helped Ganey Quality to invest into research and development (R&D) and innovation.






Weaknesses Press Ganey and HCAHPS | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis

The weaknesses of Press Ganey and HCAHPS are -

Aligning sales with marketing

– It come across in the case study Press Ganey and HCAHPS 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 Press Ganey and HCAHPS can leverage the sales team experience to cultivate customer relationships as Ganey Quality is planning to shift buying processes online.

Ability to respond to the competition

– As the decision making is very deliberative, highlighted in the case study Press Ganey and HCAHPS, in the dynamic environment Ganey Quality has struggled to respond to the nimble upstart competition. Ganey Quality has reasonably good record with similar level competitors but it has struggled with new entrants taking away niches of its business.

Workers concerns about automation

– As automation is fast increasing in the segment, Ganey Quality 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 dependence on star products

– The top 2 products and services of the firm as mentioned in the Press Ganey and HCAHPS HBR case study still accounts for major business revenue. This dependence on star products in has resulted into insufficient focus on developing new products, even though Ganey Quality has relatively successful track record of launching new products.

Compensation and incentives

– The revenue per employee as mentioned in the HBR case study Press Ganey and HCAHPS, is just above the industry average. Ganey Quality 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.

Products dominated business model

– Even though Ganey Quality 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 - Press Ganey and HCAHPS should strive to include more intangible value offerings along with its core products and services.

Employees’ incomplete understanding of strategy

– From the instances in the HBR case study Press Ganey and HCAHPS, it seems that the employees of Ganey Quality don’t have comprehensive understanding of the firm’s strategy. This is reflected in number of promotional campaigns over the last few years that had mixed messaging and competing priorities. Some of the strategic activities and services promoted in the promotional campaigns were not consistent with the organization’s strategy.

Need for greater diversity

– Ganey Quality 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.

Capital Spending Reduction

– Even during the low interest decade, Ganey Quality has not been able to do capital spending to the tune of the competition. This has resulted into fewer innovations and company facing stiff competition from both existing competitors and new entrants who are disrupting the industry using digital technology.

High dependence on existing supply chain

– The disruption in the global supply chains because of the Covid-19 pandemic and blockage of the Suez Canal illustrated the fragile nature of Ganey Quality supply chain. Even after few cautionary changes mentioned in the HBR case study - Press Ganey and HCAHPS, it is still heavily dependent upon the existing supply chain. The existing supply chain though brings in cost efficiencies but it has left Ganey Quality vulnerable to further global disruptions in South East Asia.

Increasing silos among functional specialists

– The organizational structure of Ganey Quality is dominated by functional specialists. It is not different from other players in the Technology & Operations segment. Ganey Quality needs to de-silo the office environment to harness the true potential of its workforce. Secondly the de-silo will also help Ganey Quality to focus more on services rather than just following the product oriented approach.




Opportunities Press Ganey and HCAHPS | 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 Press Ganey and HCAHPS are -

Reforming the budgeting process

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

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. Ganey Quality can explore opportunities that can attract volunteers and are consistent with its mission and vision.

Better consumer reach

– The expansion of the 5G network will help Ganey Quality to increase its market reach. Ganey Quality will be able to reach out to new customers. Secondly 5G will also provide technology framework to build new tools and products that can help more immersive consumer experience and faster consumer journey.

Remote work and new talent hiring opportunities

– The widespread usage of remote working technologies during Covid-19 has opened opportunities for Ganey Quality 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 Ganey Quality to hire the very best people irrespective of their geographical location.

Developing new processes and practices

– Ganey Quality 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.

Creating value in data economy

– The success of analytics program of Ganey Quality has opened avenues for new revenue streams for the organization in the industry. This can help Ganey Quality to build a more holistic ecosystem as suggested in the Press Ganey and HCAHPS case study. Ganey Quality can build new products and services such as - data insight services, data privacy related products, data based consulting services, etc.

Harnessing reconfiguration of the global supply chains

– As the trade war between US and China heats up in the coming years, Ganey Quality 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, Press Ganey and HCAHPS, to buy more products closer to the markets, and it can leverage its size and influence to get better deal from the local markets.

Redefining models of collaboration and team work

– As explained in the weaknesses section, Ganey Quality is facing challenges because of the dominance of functional experts in the organization. Press Ganey and HCAHPS 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.

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. Ganey Quality can tie-up with other value chain partners to explore new opportunities regarding meeting customer demands and building a rewarding and engaging relationship.

Low interest rates

– Even though inflation is raising its head in most developed economies, Ganey Quality 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, Ganey Quality can use these opportunities to build new business models that can help the communities that Ganey Quality operates in. Secondly it can use opportunities from government spending in Technology & Operations sector.

Manufacturing automation

– Ganey Quality 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.

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. Ganey Quality 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. Ganey Quality 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.




Threats Press Ganey and HCAHPS External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis


The threats mentioned in the HBR case study Press Ganey and HCAHPS are -

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 Ganey Quality business can come under increasing regulations regarding data privacy, data security, etc.

Instability in the European markets

– European Union markets are facing three big challenges post Covid – expanded balance sheets, Brexit related business disruption, and aggressive Russia looking to distract the existing security mechanism. Ganey Quality will face different problems in different parts of Europe. For example it will face inflationary pressures in UK, France, and Germany, balance sheet expansion and demand challenges in Southern European countries, and geopolitical instability in the Eastern Europe.

Trade war between China and United States

– The trade war between two of the biggest economies can hugely impact the opportunities for Ganey Quality 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.

Barriers of entry lowering

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

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. Ganey Quality needs to understand the core reasons impacting the Technology & Operations industry. This will help it in building a better workplace.

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 Ganey Quality.

Environmental challenges

– Ganey Quality needs to have a robust strategy against the disruptions arising from climate change and energy requirements. EU has identified it as key priority area and spending 30% of its 880 billion Euros European post Covid-19 recovery funds on green technology. Ganey Quality can take advantage of this fund but it will also bring new competitors in the Technology & Operations industry.

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.

Learning curve for new practices

– As the technology based on artificial intelligence and machine learning platform is getting complex, as highlighted in case study Press Ganey and HCAHPS, Ganey Quality may face longer learning curve for training and development of existing employees. This can open space for more nimble competitors in the field of Technology & Operations .

Shortening product life cycle

– it is one of the major threat that Ganey Quality is facing in Technology & Operations sector. It can lead to higher research and development costs, higher marketing expenses, lower customer loyalty, etc.

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.

Stagnating economy with rate increase

– Ganey Quality 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.

High dependence on third party suppliers

– Ganey Quality high dependence on third party suppliers can disrupt its processes and delivery mechanism. For example -the current troubles of car makers because of chip shortage is because the chip companies started producing chips for electronic companies rather than car manufacturers.




Weighted SWOT Analysis of Press Ganey and HCAHPS 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 Press Ganey and HCAHPS 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 Press Ganey and HCAHPS 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 Press Ganey and HCAHPS 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 Press Ganey and HCAHPS 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 Ganey Quality needs to make to build a sustainable competitive advantage.



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