Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
Strategy & Execution
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Case Study Description of Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success
One of the most important goals in healthcare today is reducing costs while maintaining high-quality care. This article focuses on a triadic relationship that is responsible for a significant amount of nonlabor spending in hospitals: physician preference items. The triadic relationship among salespeople, physicians, and hospitals' supply managers has a direct influence on costs. Regarding some key purchases, the physician-salesperson relationship is closer than the physician-supply manager relationship-even though the latter two entities work for and within the same company and strive for the same mission. This reality creates a type of conflict that is perplexing to solve and costly to ignore. To better understand the sources of friction and opportunities for collaboration in this triad, personnel across hospitals, suppliers, and healthcare consortiums were interviewed. Herein, we introduce strategies to help resolve the conflict. It is essential that hospital supply managers continually negotiate for best solutions that consider both long-run costs and quality of patient care. Yet, salesperson motivations and close salesperson-physician relationships place barriers that prevent negotiations more common to other areas of spending. The strategies offered in this article highlight ways to mute negative and amplify positive effects of the physician-salesperson relationship.
Authors :: Ajith J. Kumar, Michelle D. Steward, Felicia N Morgan
Swot Analysis of "Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success" written by Ajith J. Kumar, Michelle D. Steward, Felicia N Morgan includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Physician Salesperson facing as an external strategic factors. Some of the topics covered in Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success case study are - Strategic Management Strategies, Customer service, Customers, Leading teams and Strategy & Execution.
Some of the macro environment factors that can be used to understand the Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success casestudy better are - – geopolitical disruptions, challanges to central banks by blockchain based private currencies, there is increasing trade war between United States & China, increasing transportation and logistics costs, customer relationship management is fast transforming because of increasing concerns over data privacy, cloud computing is disrupting traditional business models, increasing household debt because of falling income levels,
increasing inequality as vast percentage of new income is going to the top 1%, increasing commodity prices, etc
Introduction to SWOT Analysis of Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success
SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Physician Salesperson, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Physician Salesperson 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success can be done for the following purposes –
1. Strategic planning using facts provided in Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success case study
2. Improving business portfolio management of Physician Salesperson
3. Assessing feasibility of the new initiative in Strategy & Execution field.
4. Making a Strategy & Execution topic specific business decision
5. Set goals for the organization
6. Organizational restructuring of Physician Salesperson
Strengths Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The strengths of Physician Salesperson in Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success Harvard Business Review case study are -
Ability to recruit top talent
– Physician Salesperson is one of the leading recruiters in the industry. Managers in the Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success are in a position to attract the best talent available. The firm has a robust talent identification program that helps in identifying the brightest.
Training and development
– Physician Salesperson has one of the best training and development program in the industry. The effectiveness of the training programs can be measured in Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success 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.
High switching costs
– The high switching costs that Physician Salesperson 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.
Successful track record of launching new products
– Physician Salesperson has launched numerous new products in last few years, keeping in mind evolving customer preferences and competitive pressures. Physician Salesperson 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.
High brand equity
– Physician Salesperson has strong brand awareness and brand recognition among both - the exiting customers and potential new customers. Strong brand equity has enabled Physician Salesperson to keep acquiring new customers and building profitable relationship with both the new and loyal customers.
Diverse revenue streams
– Physician Salesperson is present in almost all the verticals within the industry. This has provided firm in Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success 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.
Strong track record of project management
– Physician Salesperson is known for sticking to its project targets. This enables the firm to manage – time, project costs, and have sustainable margins on the projects.
Low bargaining power of suppliers
– Suppliers of Physician Salesperson in the sector have low bargaining power. Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success has further diversified its suppliers portfolio by building a robust supply chain across various countries. This helps Physician Salesperson to manage not only supply disruptions but also source products at highly competitive prices.
Digital Transformation in Strategy & Execution segment
- digital transformation varies from industry to industry. For Physician Salesperson digital transformation journey comprises differing goals based on market maturity, customer technology acceptance, and organizational culture. Physician Salesperson 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.
Cross disciplinary teams
– Horizontal connected teams at the Physician Salesperson 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.
Operational resilience
– The operational resilience strategy in the Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success 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.
Sustainable margins compare to other players in Strategy & Execution industry
– Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success firm has clearly differentiated products in the market place. This has enabled Physician Salesperson to fetch slight price premium compare to the competitors in the Strategy & Execution industry. The sustainable margins have also helped Physician Salesperson to invest into research and development (R&D) and innovation.
Weaknesses Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The weaknesses of Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success are -
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 Physician Salesperson supply chain. Even after few cautionary changes mentioned in the HBR case study - Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success, it is still heavily dependent upon the existing supply chain. The existing supply chain though brings in cost efficiencies but it has left Physician Salesperson vulnerable to further global disruptions in South East Asia.
Low market penetration in new markets
– Outside its home market of Physician Salesperson, firm in the HBR case study Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success needs to spend more promotional, marketing, and advertising efforts to penetrate international markets.
Ability to respond to the competition
– As the decision making is very deliberative, highlighted in the case study Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success, in the dynamic environment Physician Salesperson has struggled to respond to the nimble upstart competition. Physician Salesperson has reasonably good record with similar level competitors but it has struggled with new entrants taking away niches of its business.
Need for greater diversity
– Physician Salesperson 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.
Slow decision making process
– As mentioned earlier in the report, Physician Salesperson has a very deliberative decision making approach. This approach has resulted in prudent decisions, but it has also resulted in missing opportunities in the industry over the last five years. Physician Salesperson even though has strong showing on digital transformation primary two stages, it has struggled to capitalize the power of digital transformation in marketing efforts and new venture efforts.
High bargaining power of channel partners
– Because of the regulatory requirements, Ajith J. Kumar, Michelle D. Steward, Felicia N Morgan suggests that, Physician Salesperson 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.
High cash cycle compare to competitors
Physician Salesperson 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.
Interest costs
– Compare to the competition, Physician Salesperson 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.
Products dominated business model
– Even though Physician Salesperson 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 - Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success should strive to include more intangible value offerings along with its core products and services.
Slow to harness new channels of communication
– Even though competitors are using new communication channels such as Instagram, Tiktok, and Snap, Physician Salesperson is slow explore the new channels of communication. These new channels of communication mentioned in marketing section of case study Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success can help to provide better information regarding products and services. It can also build an online community to further reach out to potential customers.
No frontier risks strategy
– After analyzing the HBR case study Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success, it seems that company is thinking about the frontier risks that can impact Strategy & Execution 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success | 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success are -
Lowering marketing communication costs
– 5G expansion will open new opportunities for Physician Salesperson in the field of marketing communication. It will bring down the cost of doing business, provide technology platform to build new products in the Strategy & Execution segment, and it will provide faster access to the consumers.
Learning at scale
– Online learning technologies has now opened space for Physician Salesperson 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 Physician Salesperson can not only reduce the costs of the project but also help it in integrating the projects with other processes within the organization.
Harnessing reconfiguration of the global supply chains
– As the trade war between US and China heats up in the coming years, Physician Salesperson 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, Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success, 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 Physician Salesperson 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.
Changes in consumer behavior post Covid-19
– Consumer behavior has changed in the Strategy & Execution industry because of Covid-19 restrictions. Some of this behavior will stay once things get back to normal. Physician Salesperson 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. Physician Salesperson 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.
Redefining models of collaboration and team work
– As explained in the weaknesses section, Physician Salesperson is facing challenges because of the dominance of functional experts in the organization. Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success 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.
Remote work and new talent hiring opportunities
– The widespread usage of remote working technologies during Covid-19 has opened opportunities for Physician Salesperson 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 Physician Salesperson to hire the very best people irrespective of their geographical location.
Loyalty marketing
– Physician Salesperson 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.
Better consumer reach
– The expansion of the 5G network will help Physician Salesperson to increase its market reach. Physician Salesperson 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.
Manufacturing automation
– Physician Salesperson can use the latest technology developments to improve its manufacturing and designing process in Strategy & Execution 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.
Low interest rates
– Even though inflation is raising its head in most developed economies, Physician Salesperson 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, Physician Salesperson can use these opportunities to build new business models that can help the communities that Physician Salesperson operates in. Secondly it can use opportunities from government spending in Strategy & Execution sector.
Threats Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The threats mentioned in the HBR case study Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success are -
Regulatory challenges
– Physician Salesperson 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 Strategy & Execution industry regulations.
Environmental challenges
– Physician Salesperson 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. Physician Salesperson can take advantage of this fund but it will also bring new competitors in the Strategy & Execution industry.
Technology acceleration in Forth Industrial Revolution
– Physician Salesperson has witnessed rapid integration of technology during Covid-19 in the Strategy & Execution industry. As one of the leading players in the industry, Physician Salesperson needs to keep up with the evolution of technology in the Strategy & Execution 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 Physician Salesperson in the Strategy & Execution industry. The Strategy & Execution 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.
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 Physician Salesperson.
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 Physician Salesperson 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. Physician Salesperson needs to understand the core reasons impacting the Strategy & Execution industry. This will help it in building a better workplace.
Learning curve for new practices
– As the technology based on artificial intelligence and machine learning platform is getting complex, as highlighted in case study Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success, Physician Salesperson may face longer learning curve for training and development of existing employees. This can open space for more nimble competitors in the field of Strategy & Execution .
Easy access to finance
– Easy access to finance in Strategy & Execution field will also reduce the barriers to entry in the industry, thus putting downward pressure on the prices because of increasing competition. Physician Salesperson can utilize it by borrowing at lower rates and invest it into research and development, capital expenditure to fortify its core competitive advantage.
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. Physician Salesperson 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.
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 Physician Salesperson in the Strategy & Execution sector and impact the bottomline of the organization.
Consumer confidence and its impact on Physician Salesperson 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.
Weighted SWOT Analysis of Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success 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 Physician Salesperson needs to make to build a sustainable competitive advantage.
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