Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
Strategy & Execution
Strategy / MBA Resources
Case Study SWOT Analysis Solution
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 - – challanges to central banks by blockchain based private currencies, central banks are concerned over increasing inflation, increasing inequality as vast percentage of new income is going to the top 1%, talent flight as more people leaving formal jobs, technology disruption, there is backlash against globalization, supply chains are disrupted by pandemic ,
increasing government debt because of Covid-19 spendings, banking and financial system is disrupted by Bitcoin and other crypto currencies, 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 -
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.
Analytics focus
– Physician Salesperson 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 Ajith J. Kumar, Michelle D. Steward, Felicia N 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.
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.
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.
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.
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.
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.
Ability to lead change in Strategy & Execution field
– Physician Salesperson 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 Physician Salesperson in – penetrating new markets, reaching out to new customers, and providing different value propositions to different customers in the international markets.
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.
Highly skilled collaborators
– Physician Salesperson 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success HBR case study have helped the firm to develop new products and bring them quickly to the marketplace.
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.
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.
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 -
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.
Slow to strategic competitive environment developments
– As Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success HBR case study mentions - Physician Salesperson 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.
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.
Aligning sales with marketing
– It come across in the case study Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success can leverage the sales team experience to cultivate customer relationships as Physician Salesperson is planning to shift buying processes online.
Lack of clear differentiation of Physician Salesperson products
– To increase the profitability and margins on the products, Physician Salesperson needs to provide more differentiated products than what it is currently offering in the marketplace.
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.
Increasing silos among functional specialists
– The organizational structure of Physician Salesperson is dominated by functional specialists. It is not different from other players in the Strategy & Execution segment. Physician Salesperson needs to de-silo the office environment to harness the true potential of its workforce. Secondly the de-silo will also help Physician Salesperson to focus more on services rather than just following the product oriented approach.
Skills based hiring
– The stress on hiring functional specialists at Physician Salesperson has created an environment where the organization is dominated by functional specialists rather than management generalist. This has resulted into product oriented approach rather than marketing oriented approach or consumers oriented approach.
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.
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.
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.
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 -
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.
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.
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. Physician Salesperson can explore opportunities that can attract volunteers and are consistent with its mission and vision.
Using analytics as competitive advantage
– Physician Salesperson 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success - to build a competitive advantage using analytics. The analytics driven competitive advantage can help Physician Salesperson to build faster Go To Market strategies, better consumer insights, developing relevant product features, and building a highly efficient supply chain.
Building a culture of innovation
– managers at Physician Salesperson 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 Strategy & Execution segment.
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.
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.
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.
Creating value in data economy
– The success of analytics program of Physician Salesperson has opened avenues for new revenue streams for the organization in the industry. This can help Physician Salesperson to build a more holistic ecosystem as suggested in the Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success case study. Physician Salesperson can build new products and services such as - data insight services, data privacy related products, data based consulting services, etc.
Leveraging digital technologies
– Physician Salesperson 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 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.
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.
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.
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 -
Stagnating economy with rate increase
– Physician Salesperson 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.
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 .
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.
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.
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 Physician Salesperson business can come under increasing regulations regarding data privacy, data security, etc.
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.
Increasing international competition and downward pressure on margins
– Apart from technology driven competitive advantage dilution, Physician Salesperson 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 Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success .
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.
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.
High dependence on third party suppliers
– Physician Salesperson 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.
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.
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.
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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