Reducing the Complaints Backlog at the Equal Employment Opportunity Commission SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
Leadership & Managing People
Strategy / MBA Resources
Case Study SWOT Analysis Solution
Case Study Description of Reducing the Complaints Backlog at the Equal Employment Opportunity Commission
The federal Equal Employment Opportunity Commission is the agency charged with investigation of non-criminal complaints of civil rights-related violations in the U.S. workplace, including racial and gender discrimination. This case describes the agency's efforts to reform its internal procedures do as to deal with a staggering backlog of complaints--nearly 100,000--and up to 19-month waits for resolution. It focuses on key strategic decisions which must set the stage for greater efficiency--particularly the issue of whether every complaint must be processed in the same manner, of whether the agency should find ways to concentrate its effort on complaints judged somehow to be more significant. HKS Case Number 1562.0
Authors :: Steve Kelman, Kirsten Lundberg, Carol Chetkovich, David Lazer
Swot Analysis of "Reducing the Complaints Backlog at the Equal Employment Opportunity Commission" written by Steve Kelman, Kirsten Lundberg, Carol Chetkovich, David Lazer includes – strengths weakness that are internal strategic factors of the organization, and opportunities and threats that Complaints Backlog facing as an external strategic factors. Some of the topics covered in Reducing the Complaints Backlog at the Equal Employment Opportunity Commission case study are - Strategic Management Strategies, Demographics, Economy, Government, Leadership, Project management, Strategic planning and Leadership & Managing People.
Some of the macro environment factors that can be used to understand the Reducing the Complaints Backlog at the Equal Employment Opportunity Commission casestudy better are - – increasing household debt because of falling income levels, wage bills are increasing, geopolitical disruptions, customer relationship management is fast transforming because of increasing concerns over data privacy, competitive advantages are harder to sustain because of technology dispersion, banking and financial system is disrupted by Bitcoin and other crypto currencies, increasing energy prices,
technology disruption, cloud computing is disrupting traditional business models, etc
Introduction to SWOT Analysis of Reducing the Complaints Backlog at the Equal Employment Opportunity Commission
SWOT stands for an organization’s Strengths, Weaknesses, Opportunities and Threats . At Oak Spring University , we believe that protagonist in Reducing the Complaints Backlog at the Equal Employment Opportunity Commission case study can use SWOT analysis as a strategic management tool to assess the current internal strengths and weaknesses of the Complaints Backlog, and to figure out the opportunities and threats in the macro environment – technological, environmental, political, economic, social, demographic, etc in which Complaints Backlog 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 Reducing the Complaints Backlog at the Equal Employment Opportunity Commission can be done for the following purposes –
1. Strategic planning using facts provided in Reducing the Complaints Backlog at the Equal Employment Opportunity Commission case study
2. Improving business portfolio management of Complaints Backlog
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 Complaints Backlog
Strengths Reducing the Complaints Backlog at the Equal Employment Opportunity Commission | Internal Strategic Factors
What are Strengths in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The strengths of Complaints Backlog in Reducing the Complaints Backlog at the Equal Employment Opportunity Commission Harvard Business Review case study are -
Strong track record of project management
– Complaints Backlog is known for sticking to its project targets. This enables the firm to manage – time, project costs, and have sustainable margins on the projects.
Low bargaining power of suppliers
– Suppliers of Complaints Backlog in the sector have low bargaining power. Reducing the Complaints Backlog at the Equal Employment Opportunity Commission has further diversified its suppliers portfolio by building a robust supply chain across various countries. This helps Complaints Backlog to manage not only supply disruptions but also source products at highly competitive prices.
Effective Research and Development (R&D)
– Complaints Backlog 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 Reducing the Complaints Backlog at the Equal Employment Opportunity Commission - staying ahead in the industry in terms of – new product launches, superior customer experience, highly competitive pricing strategies, and great returns to the shareholders.
Operational resilience
– The operational resilience strategy in the Reducing the Complaints Backlog at the Equal Employment Opportunity Commission 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.
Highly skilled collaborators
– Complaints Backlog 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 Reducing the Complaints Backlog at the Equal Employment Opportunity Commission HBR case study have helped the firm to develop new products and bring them quickly to the marketplace.
Sustainable margins compare to other players in Leadership & Managing People industry
– Reducing the Complaints Backlog at the Equal Employment Opportunity Commission firm has clearly differentiated products in the market place. This has enabled Complaints Backlog to fetch slight price premium compare to the competitors in the Leadership & Managing People industry. The sustainable margins have also helped Complaints Backlog to invest into research and development (R&D) and innovation.
Ability to recruit top talent
– Complaints Backlog is one of the leading recruiters in the industry. Managers in the Reducing the Complaints Backlog at the Equal Employment Opportunity Commission 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 Complaints Backlog
– The covid-19 pandemic has put organizational resilience at the centre of everthing that Complaints Backlog does. Organizational resilience comprises - Financial Resilience, Operational Resilience, Technological Resilience, Organizational Resilience, Business Model Resilience, and Reputation Resilience.
Superior customer experience
– The customer experience strategy of Complaints Backlog 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
– Complaints Backlog has launched numerous new products in last few years, keeping in mind evolving customer preferences and competitive pressures. Complaints Backlog 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
– Complaints Backlog 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 Steve Kelman, Kirsten Lundberg, Carol Chetkovich, David Lazer 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 Complaints Backlog 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.
Weaknesses Reducing the Complaints Backlog at the Equal Employment Opportunity Commission | Internal Strategic Factors
What are Weaknesses in SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The weaknesses of Reducing the Complaints Backlog at the Equal Employment Opportunity Commission are -
Skills based hiring
– The stress on hiring functional specialists at Complaints Backlog 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.
Low market penetration in new markets
– Outside its home market of Complaints Backlog, firm in the HBR case study Reducing the Complaints Backlog at the Equal Employment Opportunity Commission needs to spend more promotional, marketing, and advertising efforts to penetrate international markets.
High operating costs
– Compare to the competitors, firm in the HBR case study Reducing the Complaints Backlog at the Equal Employment Opportunity Commission 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 Complaints Backlog 's lucrative customers.
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 Complaints Backlog supply chain. Even after few cautionary changes mentioned in the HBR case study - Reducing the Complaints Backlog at the Equal Employment Opportunity Commission, it is still heavily dependent upon the existing supply chain. The existing supply chain though brings in cost efficiencies but it has left Complaints Backlog vulnerable to further global disruptions in South East Asia.
Aligning sales with marketing
– It come across in the case study Reducing the Complaints Backlog at the Equal Employment Opportunity Commission 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 Reducing the Complaints Backlog at the Equal Employment Opportunity Commission can leverage the sales team experience to cultivate customer relationships as Complaints Backlog is planning to shift buying processes online.
Capital Spending Reduction
– Even during the low interest decade, Complaints Backlog 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.
Slow decision making process
– As mentioned earlier in the report, Complaints Backlog 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. Complaints Backlog 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 cash cycle compare to competitors
Complaints Backlog 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.
Lack of clear differentiation of Complaints Backlog products
– To increase the profitability and margins on the products, Complaints Backlog needs to provide more differentiated products than what it is currently offering in the marketplace.
Products dominated business model
– Even though Complaints Backlog 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 - Reducing the Complaints Backlog at the Equal Employment Opportunity Commission should strive to include more intangible value offerings along with its core products and services.
High dependence on star products
– The top 2 products and services of the firm as mentioned in the Reducing the Complaints Backlog at the Equal Employment Opportunity Commission HBR case study still accounts for major business revenue. This dependence on star products in has resulted into insufficient focus on developing new products, even though Complaints Backlog has relatively successful track record of launching new products.
Opportunities Reducing the Complaints Backlog at the Equal Employment Opportunity Commission | 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 Reducing the Complaints Backlog at the Equal Employment Opportunity Commission are -
Harnessing reconfiguration of the global supply chains
– As the trade war between US and China heats up in the coming years, Complaints Backlog 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, Reducing the Complaints Backlog at the Equal Employment Opportunity Commission, to buy more products closer to the markets, and it can leverage its size and influence to get better deal from the local markets.
Redefining models of collaboration and team work
– As explained in the weaknesses section, Complaints Backlog is facing challenges because of the dominance of functional experts in the organization. Reducing the Complaints Backlog at the Equal Employment Opportunity Commission 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.
Manufacturing automation
– Complaints Backlog 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.
Lowering marketing communication costs
– 5G expansion will open new opportunities for Complaints Backlog in the field of marketing communication. It will bring down the cost of doing business, provide technology platform to build new products in the Leadership & Managing People segment, and it will provide faster access to the consumers.
Low interest rates
– Even though inflation is raising its head in most developed economies, Complaints Backlog 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.
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. Complaints Backlog can explore opportunities that can attract volunteers and are consistent with its mission and vision.
Reforming the budgeting process
- By establishing new metrics that will be used to evaluate both existing and potential projects Complaints Backlog can not only reduce the costs of the project but also help it in integrating the projects with other processes within the organization.
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 Complaints Backlog in the consumer business. Now Complaints Backlog can target international markets with far fewer capital restrictions requirements than the existing system.
Leveraging digital technologies
– Complaints Backlog 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 Complaints Backlog 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.
Creating value in data economy
– The success of analytics program of Complaints Backlog has opened avenues for new revenue streams for the organization in the industry. This can help Complaints Backlog to build a more holistic ecosystem as suggested in the Reducing the Complaints Backlog at the Equal Employment Opportunity Commission case study. Complaints Backlog can build new products and services such as - data insight services, data privacy related products, data based consulting services, etc.
Building a culture of innovation
– managers at Complaints Backlog 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 Leadership & Managing People segment.
Learning at scale
– Online learning technologies has now opened space for Complaints Backlog 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.
Threats Reducing the Complaints Backlog at the Equal Employment Opportunity Commission External Strategic Factors
What are Threats in the SWOT Analysis / TOWS Matrix / Weighted SWOT Analysis
The threats mentioned in the HBR case study Reducing the Complaints Backlog at the Equal Employment Opportunity Commission are -
Environmental challenges
– Complaints Backlog 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. Complaints Backlog can take advantage of this fund but it will also bring new competitors in the Leadership & Managing People industry.
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. Complaints Backlog can utilize it by borrowing at lower rates and invest it into research and development, capital expenditure to fortify its core competitive advantage.
Increasing wage structure of Complaints Backlog
– Post Covid-19 there is a sharp increase in the wages especially in the jobs that require interaction with people. The increasing wages can put downward pressure on the margins of Complaints Backlog.
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.
Learning curve for new practices
– As the technology based on artificial intelligence and machine learning platform is getting complex, as highlighted in case study Reducing the Complaints Backlog at the Equal Employment Opportunity Commission, Complaints Backlog 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 .
Shortening product life cycle
– it is one of the major threat that Complaints Backlog is facing in Leadership & Managing People sector. It can lead to higher research and development costs, higher marketing expenses, lower customer loyalty, 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. Complaints Backlog 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. Complaints Backlog needs to understand the core reasons impacting the Leadership & Managing People industry. This will help it in building a better workplace.
Consumer confidence and its impact on Complaints Backlog 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.
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 Complaints Backlog business can come under increasing regulations regarding data privacy, data security, etc.
High dependence on third party suppliers
– Complaints Backlog 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.
Technology acceleration in Forth Industrial Revolution
– Complaints Backlog has witnessed rapid integration of technology during Covid-19 in the Leadership & Managing People industry. As one of the leading players in the industry, Complaints Backlog 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.
Barriers of entry lowering
– As technology is more democratized, the barriers to entry in the industry are lowering. It can presents Complaints Backlog 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 Reducing the Complaints Backlog at the Equal Employment Opportunity Commission 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 Reducing the Complaints Backlog at the Equal Employment Opportunity Commission 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 Reducing the Complaints Backlog at the Equal Employment Opportunity Commission 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 Reducing the Complaints Backlog at the Equal Employment Opportunity Commission 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 Reducing the Complaints Backlog at the Equal Employment Opportunity Commission 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 Complaints Backlog needs to make to build a sustainable competitive advantage.
