Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
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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 - – there is backlash against globalization, talent flight as more people leaving formal jobs, there is increasing trade war between United States & China, increasing transportation and logistics costs, challanges to central banks by blockchain based private currencies, competitive advantages are harder to sustain because of technology dispersion, increasing household debt because of falling income levels,
increasing energy prices, increasing government debt because of Covid-19 spendings, 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 -
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.
Superior customer experience
– The customer experience strategy of Physician Salesperson in the segment is based on four key concepts – personalization, simplification of complex needs, prompt response, and continuous engagement.
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 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.
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.
Organizational Resilience of Physician Salesperson
– The covid-19 pandemic has put organizational resilience at the centre of everthing that Physician Salesperson does. Organizational resilience comprises - Financial Resilience, Operational Resilience, Technological Resilience, Organizational Resilience, Business Model Resilience, and Reputation Resilience.
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.
Effective Research and Development (R&D)
– Physician Salesperson has innovation driven culture where significant part of the revenues are spent on the research and development activities. This has resulted in, as mentioned in case study Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success - staying ahead in the industry in terms of – new product launches, superior customer experience, highly competitive pricing strategies, and great returns to the shareholders.
Innovation driven organization
– Physician Salesperson is one of the most innovative firm in sector. Manager in Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success Harvard Business Review case study can use Clayton Christensen Disruptive Innovation strategies to further increase the scale of innovtions in the organization.
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.
Learning organization
- Physician Salesperson 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 Physician Salesperson is open place that encourages instructiveness, ideation, open minded discussions, and creativity. Employees and leaders in Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success Harvard Business Review case study emphasize – knowledge, initiative, and innovation.
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.
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 -
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.
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.
Employees’ incomplete understanding of strategy
– From the instances in the HBR case study Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success, it seems that the employees of Physician Salesperson 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.
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.
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.
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.
Compensation and incentives
– The revenue per employee as mentioned in the HBR case study Delivering a Superior Customer Experience in Solutions Delivery Processes: Seven Factors for Success, is just above the industry average. Physician Salesperson 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.
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 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.
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.
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 -
Finding new ways to collaborate
– Covid-19 has not only transformed business models of companies in Strategy & Execution industry, but it has also influenced the consumer preferences. Physician Salesperson can tie-up with other value chain partners to explore new opportunities regarding meeting customer demands and building a rewarding and engaging relationship.
Use of Bitcoin and other crypto currencies for transactions
– The popularity of Bitcoin and other crypto currencies as asset class and medium of transaction has opened new opportunities for Physician Salesperson in the consumer business. Now Physician Salesperson can target international markets with far fewer capital restrictions requirements than the existing system.
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.
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.
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.
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.
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.
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.
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.
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.
Developing new processes and practices
– Physician Salesperson can develop new processes and procedures in Strategy & Execution 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.
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.
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 -
Shortening product life cycle
– it is one of the major threat that Physician Salesperson is facing in Strategy & Execution sector. It can lead to higher research and development costs, higher marketing expenses, lower customer loyalty, etc.
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.
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 .
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.
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.
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.
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.
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.
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.
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.
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 .
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.
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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