Download - 2011 MTA Convention
2011 MTA Convention
What is Your Road Map to Success?
Objectives of the next 50 minutes.
• Take a look at tools and strategies to identifying your competitive advantage and core competency of your company.
• Identify opportunities to maximize success through SWOT Analysis.– SWOT Analysis
• What it is.• How can you use it.• Real life examples.
SWOT Analysis
• A scan of internal and external environment is an important part of the strategic planning process– Environmental Factors internal to the firm usually can
be classified as Strengths or Weaknesses– Environmental Factors external to the firm usually can
be classified as Opportunities or Threats• Analysis provides information that is helpful in matching
the firm’s resources and capabilities to the competitive environment in which it operates.
Strength
• A firm’s strengths are its resources and capabilities that can be used as a basis for developing a competitive advantage
Weakness
• The absence of certain strengths may be viewed as a weakness.
• In some cases may be the flip side of a strength.
Opportunity
• Changes in the external environment may reveal certain new opportunities for profit or growth.– Competitive – Sociocultural– Political/Legal
Threat
• Changes in the external environment also may present threats to the firm.
SWOT Template
Strength Weakness Opportunity Threat
Competition
Communication
Community Involvement
Customer Loyalty
Ownership Structure
Employees
Management
Regulation
Sales Opportunity
Technology
Vendors
Partnerships
Strengths• Core Competency
– Quality of Service– Technology– Local Presence
• Competitive Advantages– Own the customer– Employees
• Employer Paid Taxes– FICA, Unemployment Tax
• Insurance Benefits– Health, Life, Disability, Dental, and
Vision
• Retirement Benefits– Pensions, 401k Matching, Stock
Plans
• Vacation/Holiday• Fringe Benefits
– Discounted Services, Clothing Allowance, Tuition Reimbursement, Etc.
• $8.30 per hour Benefit
Wages $20 per hour $ 41,600
Employer Paid Taxes 9.2% $ 4,317
Insurance Benefits $ 7,500
Retirement Contribution 3% $ 1,248
Vacation and Holiday 136 Hours $ 2,720
Fringe Benefits $ 1,500
Total Benefits $ 17,285
Total Wages and Benfits $ 58,885
More than just a paycheck
Weakness• Culture
– Implementation of new technology– Change agents
• Organizational Structure– Products Offerings– Manual Processes
Flow Chart• Identify areas of organization where
process improvement can lead to a competitive advantage.
• Service Order Flow can identify bottlenecks or weaknesses in process.
• Individual Departments can breakdown tasks or internal department flows.
Components of a Flow Chart
Service Order Flow Chart
Customer Service
Assignment
Automated
Outside Plant
Billing
Switch
MANUAL
On-lineIn Person
Call
Pays BillService CallsDisconnect
Improvements we made
• Automated verification of services available• Improved customer experience• Increased installation time and availability• Reduction of billing errors• Elimination of Redundant process flows
Opportunities• Market Expansion
– CLEC, T.V., Internet Services
• Technology Improvements– FTTH, Wireless, Softswitch
• Broadband Stimulus Projects
• What is/isn’t the competition doing
Opportunity – Big Ten Network
• Competitor was unwilling to offer– Stress Local Presence (S)– Willing to listen to “vocal” customer’s
• Hockey and Basketball Season Starting (O)• High per subscriber cost (T)• Investment
– Capital Budget (T)– Ramp Up Installations (W)
• Internal Goal of Customer Growth (S)(O)
Threat• Regulatory
– Broadband Plan– Access Reform
• Technology– Google Voice, Facetime, Skype/Qik
• Sociocultural– Cell Phones, Hulu, Netflix
Transform Threats into Opportunities• How much Bandwidth is enough?
• My House with wireless connections.– 1 computer, 7 laptops, 4 apple touch, Roku
streaming video download box, Wii Game Station, 1 blue-ray, 2 televisions
• Future uses of wireless network
How do you stack up against the competition?
• Metrics– Revenue per access line– Service Outages– Customer Complaints
• Competition– Rates– Product Offerings
• Employees– Wages– Job Satisfaction
Tools for Comparing Yourself
• Telergee Alliance Benchmarking Study• OPASTCO Wage Study• NTCA Wage Study• Internet
– Competitors Web Site– Tariff Rates
• Newspaper Advertisements
Communication
• Everyone knows company core competencies?• Is the message to employee’s and customer’s
consistent?• Employee’s voice, do they communicate what
you want?• Do you know what your core competencies?• Do you know what your competitive advantages
are?
What is your road map to success?