Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
Leadership & Managing People
Strategy / MBA Resources
Case Study SWOT Analysis Solution
Case Study Description of Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics
This caselet can be utilized to enhance students' understanding and appreciation of predictive analytics for improving the performance of a call center, using time series forecasting. The nature of the assignment necessitates effective teamwork on data cleaning and preparation, and modeling/analysis of time series, as well as presentation of key findings. The caselet should be moderated as a small-scale consulting engagement, with the instructor assuming the role of the "client," meeting with the engagement team for regular status updates, and attending to questions the team may have. Ideally, the caselet should run anywhere from one week to a month, depending on how meticulously the instructor will plan to implement the assignment. The caselet comes with an accompanying dataset.
Swot Analysis of "Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics" written by Davit Khachatryan includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Caselet Predictive facing as an external strategic factors. Some of the topics covered in Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics case study are - Strategic Management Strategies, and Leadership & Managing People.
Some of the macro environment factors that can be used to understand the Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics casestudy better are - – banking and financial system is disrupted by Bitcoin and other crypto currencies, cloud computing is disrupting traditional business models, customer relationship management is fast transforming because of increasing concerns over data privacy, supply chains are disrupted by pandemic , challanges to central banks by blockchain based private currencies, there is increasing trade war between United States & China, geopolitical disruptions,
central banks are concerned over increasing inflation, there is backlash against globalization, etc
Introduction to SWOT Analysis of Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics
SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Caselet Predictive, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Caselet Predictive 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics can be done for the following purposes –
1. Strategic planning using facts provided in Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics case study
2. Improving business portfolio management of Caselet Predictive
3. Assessing feasibility of the new initiative in Leadership & Managing People field.
4. Making a Leadership & Managing People topic specific business decision
5. Set goals for the organization
6. Organizational restructuring of Caselet Predictive
Strengths Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The strengths of Caselet Predictive in Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics Harvard Business Review case study are -
Effective Research and Development (R&D)
– Caselet Predictive 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics - staying ahead in the industry in terms of – new product launches, superior customer experience, highly competitive pricing strategies, and great returns to the shareholders.
Ability to lead change in Leadership & Managing People field
– Caselet Predictive 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 Caselet Predictive in – penetrating new markets, reaching out to new customers, and providing different value propositions to different customers in the international markets.
Organizational Resilience of Caselet Predictive
– The covid-19 pandemic has put organizational resilience at the centre of everthing that Caselet Predictive 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 Caselet Predictive 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.
Superior customer experience
– The customer experience strategy of Caselet Predictive in the segment is based on four key concepts – personalization, simplification of complex needs, prompt response, and continuous engagement.
Successful track record of launching new products
– Caselet Predictive has launched numerous new products in last few years, keeping in mind evolving customer preferences and competitive pressures. Caselet Predictive 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.
Analytics focus
– Caselet Predictive 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 Davit Khachatryan 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.
Learning organization
- Caselet Predictive 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 Caselet Predictive is open place that encourages instructiveness, ideation, open minded discussions, and creativity. Employees and leaders in Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics Harvard Business Review case study emphasize – knowledge, initiative, and innovation.
Strong track record of project management
– Caselet Predictive is known for sticking to its project targets. This enables the firm to manage – time, project costs, and have sustainable margins on the projects.
Digital Transformation in Leadership & Managing People segment
- digital transformation varies from industry to industry. For Caselet Predictive digital transformation journey comprises differing goals based on market maturity, customer technology acceptance, and organizational culture. Caselet Predictive 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
– Caselet Predictive has strong brand awareness and brand recognition among both - the exiting customers and potential new customers. Strong brand equity has enabled Caselet Predictive to keep acquiring new customers and building profitable relationship with both the new and loyal customers.
Diverse revenue streams
– Caselet Predictive is present in almost all the verticals within the industry. This has provided firm in Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The weaknesses of Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics are -
Employees’ incomplete understanding of strategy
– From the instances in the HBR case study Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics, it seems that the employees of Caselet Predictive 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.
Low market penetration in new markets
– Outside its home market of Caselet Predictive, firm in the HBR case study Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics needs to spend more promotional, marketing, and advertising efforts to penetrate international markets.
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 Caselet Predictive supply chain. Even after few cautionary changes mentioned in the HBR case study - Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics, it is still heavily dependent upon the existing supply chain. The existing supply chain though brings in cost efficiencies but it has left Caselet Predictive vulnerable to further global disruptions in South East Asia.
Interest costs
– Compare to the competition, Caselet Predictive 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.
High operating costs
– Compare to the competitors, firm in the HBR case study Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics 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 Caselet Predictive 's lucrative customers.
Products dominated business model
– Even though Caselet Predictive 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 - Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics should strive to include more intangible value offerings along with its core products and services.
Ability to respond to the competition
– As the decision making is very deliberative, highlighted in the case study Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics, in the dynamic environment Caselet Predictive has struggled to respond to the nimble upstart competition. Caselet Predictive 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, Davit Khachatryan suggests that, Caselet Predictive 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.
Lack of clear differentiation of Caselet Predictive products
– To increase the profitability and margins on the products, Caselet Predictive needs to provide more differentiated products than what it is currently offering in the marketplace.
No frontier risks strategy
– After analyzing the HBR case study Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics, it seems that company is thinking about the frontier risks that can impact Leadership & Managing People 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.
Increasing silos among functional specialists
– The organizational structure of Caselet Predictive is dominated by functional specialists. It is not different from other players in the Leadership & Managing People segment. Caselet Predictive needs to de-silo the office environment to harness the true potential of its workforce. Secondly the de-silo will also help Caselet Predictive to focus more on services rather than just following the product oriented approach.
Opportunities Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics | 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics are -
Remote work and new talent hiring opportunities
– The widespread usage of remote working technologies during Covid-19 has opened opportunities for Caselet Predictive 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 Caselet Predictive to hire the very best people irrespective of their geographical location.
Using analytics as competitive advantage
– Caselet Predictive 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics - to build a competitive advantage using analytics. The analytics driven competitive advantage can help Caselet Predictive to build faster Go To Market strategies, better consumer insights, developing relevant product features, and building a highly efficient supply chain.
Better consumer reach
– The expansion of the 5G network will help Caselet Predictive to increase its market reach. Caselet Predictive 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.
Finding new ways to collaborate
– Covid-19 has not only transformed business models of companies in Leadership & Managing People industry, but it has also influenced the consumer preferences. Caselet Predictive can tie-up with other value chain partners to explore new opportunities regarding meeting customer demands and building a rewarding and engaging relationship.
Loyalty marketing
– Caselet Predictive 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.
Reforming the budgeting process
- By establishing new metrics that will be used to evaluate both existing and potential projects Caselet Predictive can not only reduce the costs of the project but also help it in integrating the projects with other processes within the organization.
Low interest rates
– Even though inflation is raising its head in most developed economies, Caselet Predictive 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.
Manufacturing automation
– Caselet Predictive can use the latest technology developments to improve its manufacturing and designing process in Leadership & Managing People 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.
Increase in government spending
– As the United States and other governments are increasing social spending and infrastructure spending to build economies post Covid-19, Caselet Predictive can use these opportunities to build new business models that can help the communities that Caselet Predictive operates in. Secondly it can use opportunities from government spending in Leadership & Managing People sector.
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 Caselet Predictive in the consumer business. Now Caselet Predictive can target international markets with far fewer capital restrictions requirements than the existing system.
Leveraging digital technologies
– Caselet Predictive 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.
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 Caselet Predictive 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.
Buying journey improvements
– Caselet Predictive can improve the customer journey of consumers in the industry by using analytics and artificial intelligence. Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics suggest that firm can provide automated chats to help consumers solve their own problems, provide online suggestions to get maximum out of the products and services, and help consumers to build a community where they can interact with each other to develop new features and uses.
Threats Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The threats mentioned in the HBR case study Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics are -
Environmental challenges
– Caselet Predictive 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. Caselet Predictive can take advantage of this fund but it will also bring new competitors in the Leadership & Managing People 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. Caselet Predictive 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.
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. Caselet Predictive needs to understand the core reasons impacting the Leadership & Managing People industry. This will help it in building a better workplace.
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.
Trade war between China and United States
– The trade war between two of the biggest economies can hugely impact the opportunities for Caselet Predictive in the Leadership & Managing People industry. The Leadership & Managing People 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.
Technology acceleration in Forth Industrial Revolution
– Caselet Predictive has witnessed rapid integration of technology during Covid-19 in the Leadership & Managing People industry. As one of the leading players in the industry, Caselet Predictive needs to keep up with the evolution of technology in the Leadership & Managing People 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.
High dependence on third party suppliers
– Caselet Predictive 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.
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.
Increasing international competition and downward pressure on margins
– Apart from technology driven competitive advantage dilution, Caselet Predictive 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics .
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 Caselet Predictive.
Regulatory challenges
– Caselet Predictive 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 Leadership & Managing People 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 Caselet Predictive business can come under increasing regulations regarding data privacy, data security, etc.
Consumer confidence and its impact on Caselet Predictive 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics 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 Jennie Maze Limited: Enhancing Call Center Performance Using Predictive Analytics 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 Caselet Predictive needs to make to build a sustainable competitive advantage.