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Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis

Case Study SWOT Analysis Solution

Case Study Description of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals


Manipal Hospitals, which was started in 1953, had the advantage of being the "oldest" healthcare group in India. In six decades, the group could establish the reputation for being ethical and patient friendly. In 2017, Manipal Hospitals catered to around 2 million customers from India and overseas every year through their tertiary and secondary care facilities. In 2017, MHE managed an aggregate of 5,200 plus beds among 16 hospitals, over 13 locations across 6 states in India and one hospital in Klang, Malaysia. The Group's acute care flagship quaternary care facility located in the heart of Bangalore, India's IT capital was set up in 1991. The 680-bed Manipal Hospital at HAL Airport Road provided care in over 60 specialties under one roof. Ajay Bakshi, MD and CEO of Manipal Hospitals strongly believed that the word-of-mouth (WOM) is much stronger than any other type of promotion and thus it is important for MHE to keep customers informed about the improvements. With the improved system for feedback collection, he was confident of moving towards a more tangible outcome from feedback collection. Collecting Net Promoters Score (NPS) and tracking the trend of NPS was an integral part of patient care at MHE. He also believed that closing the loop is a central theme of the Net Promoter Score and thus NPS should be pivotal to understanding the deficiencies in the system and improving it. Ajay believed that NPS score itself is just the tip of the iceberg. The real value was provided by understanding what leads to the NPS score, especially the causes of detractors and promoters and asking follow-up questions on the reason for the score. It provided a gold mine of information which can be used to improve patient care.

Authors :: Rahul Kumar, Sandhya Shenoy, Unnikrishnan Dinesh Kumar

Topics :: Sales & Marketing

Tags :: Customers, SWOT Analysis, SWOT Matrix, TOWS, Weighted SWOT Analysis

Swot Analysis of "Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals" written by Rahul Kumar, Sandhya Shenoy, Unnikrishnan Dinesh Kumar includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Nps Manipal facing as an external strategic factors. Some of the topics covered in Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study are - Strategic Management Strategies, Customers and Sales & Marketing.


Some of the macro environment factors that can be used to understand the Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals casestudy better are - – increasing household debt because of falling income levels, there is backlash against globalization, geopolitical disruptions, there is increasing trade war between United States & China, technology disruption, customer relationship management is fast transforming because of increasing concerns over data privacy, challanges to central banks by blockchain based private currencies, central banks are concerned over increasing inflation, wage bills are increasing, etc



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Introduction to SWOT Analysis of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals


SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Nps Manipal, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Nps Manipal 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals can be done for the following purposes –
1. Strategic planning using facts provided in Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study
2. Improving business portfolio management of Nps Manipal
3. Assessing feasibility of the new initiative in Sales & Marketing field.
4. Making a Sales & Marketing topic specific business decision
5. Set goals for the organization
6. Organizational restructuring of Nps Manipal




Strengths Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis

The strengths of Nps Manipal in Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals Harvard Business Review case study are -

Ability to lead change in Sales & Marketing field

– Nps Manipal 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 Nps Manipal in – penetrating new markets, reaching out to new customers, and providing different value propositions to different customers in the international markets.

Digital Transformation in Sales & Marketing segment

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

High brand equity

– Nps Manipal has strong brand awareness and brand recognition among both - the exiting customers and potential new customers. Strong brand equity has enabled Nps Manipal to keep acquiring new customers and building profitable relationship with both the new and loyal customers.

Organizational Resilience of Nps Manipal

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

High switching costs

– The high switching costs that Nps Manipal has built up over years in its products and services combo offer has resulted in high retention of customers, lower marketing costs, and greater ability of the firm to focus on its customers.

Innovation driven organization

– Nps Manipal is one of the most innovative firm in sector. Manager in Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals Harvard Business Review case study can use Clayton Christensen Disruptive Innovation strategies to further increase the scale of innovtions in the organization.

Operational resilience

– The operational resilience strategy in the Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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.

Training and development

– Nps Manipal has one of the best training and development program in the industry. The effectiveness of the training programs can be measured in Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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.

Learning organization

- Nps Manipal 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 Nps Manipal is open place that encourages instructiveness, ideation, open minded discussions, and creativity. Employees and leaders in Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals Harvard Business Review case study emphasize – knowledge, initiative, and innovation.

Superior customer experience

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

Low bargaining power of suppliers

– Suppliers of Nps Manipal in the sector have low bargaining power. Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals has further diversified its suppliers portfolio by building a robust supply chain across various countries. This helps Nps Manipal to manage not only supply disruptions but also source products at highly competitive prices.

Cross disciplinary teams

– Horizontal connected teams at the Nps Manipal 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.






Weaknesses Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis

The weaknesses of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals are -

Interest costs

– Compare to the competition, Nps Manipal has borrowed money from the capital market at higher rates. It needs to restructure the interest payment and costs so that it can compete better and improve profitability.

Need for greater diversity

– Nps Manipal 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.

High cash cycle compare to competitors

Nps Manipal has a high cash cycle compare to other players in the industry. It needs to shorten the cash cycle by 12% to be more competitive in the marketplace, reduce inventory costs, and be more profitable.

Increasing silos among functional specialists

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

Products dominated business model

– Even though Nps Manipal 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 - Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Nps Manipal 's lucrative customers.

High bargaining power of channel partners

– Because of the regulatory requirements, Rahul Kumar, Sandhya Shenoy, Unnikrishnan Dinesh Kumar suggests that, Nps Manipal 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.

Capital Spending Reduction

– Even during the low interest decade, Nps Manipal 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.

Ability to respond to the competition

– As the decision making is very deliberative, highlighted in the case study Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals, in the dynamic environment Nps Manipal has struggled to respond to the nimble upstart competition. Nps Manipal has reasonably good record with similar level competitors but it has struggled with new entrants taking away niches of its business.

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 Nps Manipal supply chain. Even after few cautionary changes mentioned in the HBR case study - Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals, it is still heavily dependent upon the existing supply chain. The existing supply chain though brings in cost efficiencies but it has left Nps Manipal vulnerable to further global disruptions in South East Asia.

No frontier risks strategy

– After analyzing the HBR case study Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals, it seems that company is thinking about the frontier risks that can impact Sales & Marketing 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals | 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals are -

Manufacturing automation

– Nps Manipal can use the latest technology developments to improve its manufacturing and designing process in Sales & Marketing 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

– Nps Manipal 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.

Better consumer reach

– The expansion of the 5G network will help Nps Manipal to increase its market reach. Nps Manipal 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.

Using analytics as competitive advantage

– Nps Manipal 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals - to build a competitive advantage using analytics. The analytics driven competitive advantage can help Nps Manipal to build faster Go To Market strategies, better consumer insights, developing relevant product features, and building a highly efficient supply chain.

Loyalty marketing

– Nps Manipal 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.

Redefining models of collaboration and team work

– As explained in the weaknesses section, Nps Manipal is facing challenges because of the dominance of functional experts in the organization. Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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.

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. Nps Manipal can explore opportunities that can attract volunteers and are consistent with its mission and vision.

Remote work and new talent hiring opportunities

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

Creating value in data economy

– The success of analytics program of Nps Manipal has opened avenues for new revenue streams for the organization in the industry. This can help Nps Manipal to build a more holistic ecosystem as suggested in the Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals case study. Nps Manipal can build new products and services such as - data insight services, data privacy related products, data based consulting services, etc.

Building a culture of innovation

– managers at Nps Manipal 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 Sales & Marketing segment.

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 Nps Manipal 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.

Harnessing reconfiguration of the global supply chains

– As the trade war between US and China heats up in the coming years, Nps Manipal 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, Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals, to buy more products closer to the markets, and it can leverage its size and influence to get better deal from the local markets.

Low interest rates

– Even though inflation is raising its head in most developed economies, Nps Manipal 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.




Threats Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis


The threats mentioned in the HBR case study Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals are -

Learning curve for new practices

– As the technology based on artificial intelligence and machine learning platform is getting complex, as highlighted in case study Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals, Nps Manipal may face longer learning curve for training and development of existing employees. This can open space for more nimble competitors in the field of Sales & Marketing .

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. Nps Manipal 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.

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.

Shortening product life cycle

– it is one of the major threat that Nps Manipal is facing in Sales & Marketing sector. It can lead to higher research and development costs, higher marketing expenses, lower customer loyalty, etc.

High dependence on third party suppliers

– Nps Manipal 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.

Barriers of entry lowering

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

Regulatory challenges

– Nps Manipal 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 Sales & Marketing industry regulations.

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 Nps Manipal business can come under increasing regulations regarding data privacy, data security, etc.

Easy access to finance

– Easy access to finance in Sales & Marketing field will also reduce the barriers to entry in the industry, thus putting downward pressure on the prices because of increasing competition. Nps Manipal can utilize it by borrowing at lower rates and invest it into research and development, capital expenditure to fortify its core competitive advantage.

Increasing international competition and downward pressure on margins

– Apart from technology driven competitive advantage dilution, Nps Manipal 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals .

Technology acceleration in Forth Industrial Revolution

– Nps Manipal has witnessed rapid integration of technology during Covid-19 in the Sales & Marketing industry. As one of the leading players in the industry, Nps Manipal needs to keep up with the evolution of technology in the Sales & Marketing 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.

Trade war between China and United States

– The trade war between two of the biggest economies can hugely impact the opportunities for Nps Manipal in the Sales & Marketing industry. The Sales & Marketing 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 Nps Manipal

– 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 Nps Manipal.




Weighted SWOT Analysis of Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Predicting Net Promoter Score (NPS) to Improve Patient Experience at Manipal Hospitals 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 Nps Manipal needs to make to build a sustainable competitive advantage.



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