Analyzing Low Patient Satisfaction at Herzog Memorial Hospital SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
Leadership & Managing People
Strategy / MBA Resources
Case Study SWOT Analysis Solution
Case Study Description of Analyzing Low Patient Satisfaction at Herzog Memorial Hospital
In late 2012 Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing a problem with patient satisfaction. The Press-Ganey scores for the third-floor nursing unit-the primary destination (70 percent) for patients admitted through the emergency department-were at the 15th percentile, and the key HCAHPS score for inpatients was well below the Colorado average. Over the past six months Jeri Tinsley, director of medical, surgical, and intensive care services, had made various changes to try to improve the patient satisfaction scores for her 32-bed unit, but the scores seemed stuck at an unacceptably low level. Tinsley worried that if improvements were not made soon, patients would start "voting with their feet" and take their business to competing hospitals. As a registered nurse, Tinsley's expertise was helping people heal; it was not analyzing data. In particular, she was overwhelmed by the patient comments included in the surveys; she had no idea how to analyze them and could not decide which issues to address first.
Swot Analysis of "Analyzing Low Patient Satisfaction at Herzog Memorial Hospital" written by Jack Boepple includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Herzog Tinsley facing as an external strategic factors. Some of the topics covered in Analyzing Low Patient Satisfaction at Herzog Memorial Hospital case study are - Strategic Management Strategies, Customer service, Customers, Operations management, Product development and Leadership & Managing People.
Some of the macro environment factors that can be used to understand the Analyzing Low Patient Satisfaction at Herzog Memorial Hospital casestudy better are - – increasing household debt because of falling income levels, increasing inequality as vast percentage of new income is going to the top 1%, wage bills are increasing, there is backlash against globalization, central banks are concerned over increasing inflation, increasing commodity prices, cloud computing is disrupting traditional business models,
there is increasing trade war between United States & China, increasing government debt because of Covid-19 spendings, etc
Introduction to SWOT Analysis of Analyzing Low Patient Satisfaction at Herzog Memorial Hospital
SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in Analyzing Low Patient Satisfaction at Herzog Memorial Hospital case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Herzog Tinsley, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Herzog Tinsley 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 Analyzing Low Patient Satisfaction at Herzog Memorial Hospital can be done for the following purposes –
1. Strategic planning using facts provided in Analyzing Low Patient Satisfaction at Herzog Memorial Hospital case study
2. Improving business portfolio management of Herzog Tinsley
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 Herzog Tinsley
Strengths Analyzing Low Patient Satisfaction at Herzog Memorial Hospital | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The strengths of Herzog Tinsley in Analyzing Low Patient Satisfaction at Herzog Memorial Hospital Harvard Business Review case study are -
Ability to recruit top talent
– Herzog Tinsley is one of the leading recruiters in the industry. Managers in the Analyzing Low Patient Satisfaction at Herzog Memorial Hospital are in a position to attract the best talent available. The firm has a robust talent identification program that helps in identifying the brightest.
Low bargaining power of suppliers
– Suppliers of Herzog Tinsley in the sector have low bargaining power. Analyzing Low Patient Satisfaction at Herzog Memorial Hospital has further diversified its suppliers portfolio by building a robust supply chain across various countries. This helps Herzog Tinsley to manage not only supply disruptions but also source products at highly competitive prices.
High brand equity
– Herzog Tinsley has strong brand awareness and brand recognition among both - the exiting customers and potential new customers. Strong brand equity has enabled Herzog Tinsley to keep acquiring new customers and building profitable relationship with both the new and loyal customers.
Training and development
– Herzog Tinsley has one of the best training and development program in the industry. The effectiveness of the training programs can be measured in Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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.
Ability to lead change in Leadership & Managing People field
– Herzog Tinsley 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 Herzog Tinsley in – penetrating new markets, reaching out to new customers, and providing different value propositions to different customers in the international markets.
Analytics focus
– Herzog Tinsley 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 Jack Boepple 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.
Cross disciplinary teams
– Horizontal connected teams at the Herzog Tinsley 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.
Diverse revenue streams
– Herzog Tinsley is present in almost all the verticals within the industry. This has provided firm in Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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.
Operational resilience
– The operational resilience strategy in the Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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.
Digital Transformation in Leadership & Managing People segment
- digital transformation varies from industry to industry. For Herzog Tinsley digital transformation journey comprises differing goals based on market maturity, customer technology acceptance, and organizational culture. Herzog Tinsley 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.
Organizational Resilience of Herzog Tinsley
– The covid-19 pandemic has put organizational resilience at the centre of everthing that Herzog Tinsley 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 Herzog Tinsley 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.
Weaknesses Analyzing Low Patient Satisfaction at Herzog Memorial Hospital | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The weaknesses of Analyzing Low Patient Satisfaction at Herzog Memorial Hospital are -
Employees’ incomplete understanding of strategy
– From the instances in the HBR case study Analyzing Low Patient Satisfaction at Herzog Memorial Hospital, it seems that the employees of Herzog Tinsley 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 Herzog Tinsley, firm in the HBR case study Analyzing Low Patient Satisfaction at Herzog Memorial Hospital needs to spend more promotional, marketing, and advertising efforts to penetrate international markets.
Aligning sales with marketing
– It come across in the case study Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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 Analyzing Low Patient Satisfaction at Herzog Memorial Hospital can leverage the sales team experience to cultivate customer relationships as Herzog Tinsley is planning to shift buying processes online.
High bargaining power of channel partners
– Because of the regulatory requirements, Jack Boepple suggests that, Herzog Tinsley 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.
Slow to harness new channels of communication
– Even though competitors are using new communication channels such as Instagram, Tiktok, and Snap, Herzog Tinsley is slow explore the new channels of communication. These new channels of communication mentioned in marketing section of case study Analyzing Low Patient Satisfaction at Herzog Memorial Hospital can help to provide better information regarding products and services. It can also build an online community to further reach out to potential customers.
Skills based hiring
– The stress on hiring functional specialists at Herzog Tinsley 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.
Compensation and incentives
– The revenue per employee as mentioned in the HBR case study Analyzing Low Patient Satisfaction at Herzog Memorial Hospital, is just above the industry average. Herzog Tinsley 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.
Capital Spending Reduction
– Even during the low interest decade, Herzog Tinsley has not been able to do capital spending to the tune of the competition. This has resulted into fewer innovations and company facing stiff competition from both existing competitors and new entrants who are disrupting the industry using digital technology.
No frontier risks strategy
– After analyzing the HBR case study Analyzing Low Patient Satisfaction at Herzog Memorial Hospital, 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.
Products dominated business model
– Even though Herzog Tinsley 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 - Analyzing Low Patient Satisfaction at Herzog Memorial Hospital should strive to include more intangible value offerings along with its core products and services.
Increasing silos among functional specialists
– The organizational structure of Herzog Tinsley is dominated by functional specialists. It is not different from other players in the Leadership & Managing People segment. Herzog Tinsley needs to de-silo the office environment to harness the true potential of its workforce. Secondly the de-silo will also help Herzog Tinsley to focus more on services rather than just following the product oriented approach.
Opportunities Analyzing Low Patient Satisfaction at Herzog Memorial Hospital | 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 Analyzing Low Patient Satisfaction at Herzog Memorial Hospital are -
Low interest rates
– Even though inflation is raising its head in most developed economies, Herzog Tinsley 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.
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 Herzog Tinsley 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.
Redefining models of collaboration and team work
– As explained in the weaknesses section, Herzog Tinsley is facing challenges because of the dominance of functional experts in the organization. Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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.
Reforming the budgeting process
- By establishing new metrics that will be used to evaluate both existing and potential projects Herzog Tinsley can not only reduce the costs of the project but also help it in integrating the projects with other processes within the organization.
Manufacturing automation
– Herzog Tinsley 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.
Buying journey improvements
– Herzog Tinsley can improve the customer journey of consumers in the industry by using analytics and artificial intelligence. Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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.
Loyalty marketing
– Herzog Tinsley 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 Herzog Tinsley has opened avenues for new revenue streams for the organization in the industry. This can help Herzog Tinsley to build a more holistic ecosystem as suggested in the Analyzing Low Patient Satisfaction at Herzog Memorial Hospital case study. Herzog Tinsley 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 Herzog Tinsley 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 Herzog Tinsley to hire the very best people irrespective of their geographical location.
Learning at scale
– Online learning technologies has now opened space for Herzog Tinsley 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 Herzog Tinsley to increase its market reach. Herzog Tinsley 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.
Increase in government spending
– As the United States and other governments are increasing social spending and infrastructure spending to build economies post Covid-19, Herzog Tinsley can use these opportunities to build new business models that can help the communities that Herzog Tinsley 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 Herzog Tinsley in the consumer business. Now Herzog Tinsley can target international markets with far fewer capital restrictions requirements than the existing system.
Threats Analyzing Low Patient Satisfaction at Herzog Memorial Hospital External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The threats mentioned in the HBR case study Analyzing Low Patient Satisfaction at Herzog Memorial Hospital are -
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 Herzog Tinsley in the Leadership & Managing People sector and impact the bottomline of the organization.
Learning curve for new practices
– As the technology based on artificial intelligence and machine learning platform is getting complex, as highlighted in case study Analyzing Low Patient Satisfaction at Herzog Memorial Hospital, Herzog Tinsley may face longer learning curve for training and development of existing employees. This can open space for more nimble competitors in the field of Leadership & Managing People .
Stagnating economy with rate increase
– Herzog Tinsley 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.
Consumer confidence and its impact on Herzog Tinsley 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.
Technology acceleration in Forth Industrial Revolution
– Herzog Tinsley has witnessed rapid integration of technology during Covid-19 in the Leadership & Managing People industry. As one of the leading players in the industry, Herzog Tinsley 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.
Increasing international competition and downward pressure on margins
– Apart from technology driven competitive advantage dilution, Herzog Tinsley 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 Analyzing Low Patient Satisfaction at Herzog Memorial Hospital .
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 Leadership & Managing People field will also reduce the barriers to entry in the industry, thus putting downward pressure on the prices because of increasing competition. Herzog Tinsley can utilize it by borrowing at lower rates and invest it into research and development, capital expenditure to fortify its core competitive advantage.
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 Herzog Tinsley business can come under increasing regulations regarding data privacy, data security, etc.
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. Herzog Tinsley 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.
Barriers of entry lowering
– As technology is more democratized, the barriers to entry in the industry are lowering. It can presents Herzog Tinsley with greater competitive threats in the near to medium future. Secondly it will also put downward pressure on pricing throughout the sector.
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.
Environmental challenges
– Herzog Tinsley 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. Herzog Tinsley can take advantage of this fund but it will also bring new competitors in the Leadership & Managing People industry.
Weighted SWOT Analysis of Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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 Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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 Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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 Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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 Analyzing Low Patient Satisfaction at Herzog Memorial Hospital 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 Herzog Tinsley needs to make to build a sustainable competitive advantage.