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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

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2011 MTA Convention

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  1. 2011 MTA Convention What is Your Road Map to Success?

  2. 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.

  3. 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.

  4. Strength Weakness The absence of certain strengths may be viewed as a weakness. In some cases may be the flip side of a strength. • A firm’s strengths are its resources and capabilities that can be used as a basis for developing a competitive advantage

  5. Opportunity Threat Changes in the external environment also may present threats to the firm. • Changes in the external environment may reveal certain new opportunities for profit or growth. • Competitive • Sociocultural • Political/Legal

  6. SWOT Template

  7. Strengths • Core Competency • Quality of Service • Technology • Local Presence • Competitive Advantages • Own the customer • Employees

  8. 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

  9. More than just a paycheck

  10. Weakness • Culture • Implementation of new technology • Change agents • Organizational Structure • Products Offerings • Manual Processes

  11. 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.

  12. Components of a Flow Chart

  13. Service Order Flow Chart Switch Automated Billing Assignment Customer Service MANUAL Outside Plant On-line In Person Call Pays Bill Service Calls Disconnect

  14. 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

  15. Opportunities • Market Expansion • CLEC, T.V., Internet Services • Technology Improvements • FTTH, Wireless, Softswitch • Broadband Stimulus Projects • What is/isn’t the competition doing

  16. 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)

  17. Threat • Regulatory • Broadband Plan • Access Reform • Technology • Google Voice, Facetime, Skype/Qik • Sociocultural • Cell Phones, Hulu, Netflix

  18. 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

  19. 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

  20. Tools for Comparing Yourself • Telergee Alliance Benchmarking Study • OPASTCO Wage Study • NTCA Wage Study • Internet • Competitors Web Site • Tariff Rates • Newspaper Advertisements

  21. 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?

  22. What is your road map to success?

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