SWOT ANALYSIS

SWOT For Competetive Business And Sucessful Projects
A
Useful
Guide to
SWOT
Analysis Created by : Soumya De

A Useful Guide to
SWOT analysis
Page 3
1 Introducing SWOT ............................................................. 5
1.1 Four boxes 5
1.2 This Useful Guide 5
1.3 What has SWOT ever done for us? 5
1.4 Does SWOT lead to a strategy? 7
2 The SWOT framework ........................................................ 8
2.1 Illustrating SWOT 8
2.2 In control — internal and external 9
2.3 Impact — helpful or harmful 10
2.4 SWOT quadrants 10
2.5 A Context … is vital 13
2.6 Summary 14
2.7 Exercises 15
3 Creating strategic responses ............................................16
3.1 Beyond the four boxes 16
3.2 SWOT becomes TOWS 16
3.3 Match and convert 17
3.4 The four generic strategies 19
3.5 Summary 21
3.6 Exercises 21
4 Strategy development.......................................................22
4.1 The surrounding method 22
4.2 Define the context 24
4.3 Purpose 25
4.4 Discovering Opportunities and Threats 25
4.5 Identifying Strengths and Weaknesses 26
4.6 Match and Convert 27
4.7 Use TOWS to select a strategic approach 28
4.8 Reality — Testing the decisions 29
4.9 Deployment 30
4.10 Summary 31
4.11 Exercises 32

A Useful Guide to
SWOT analysis
Page 4
5 Examples and case studies ...............................................33
5.1 The coffee shop 33
5.2 Personalisation and Individual Budgets 33
5.3 Deciding to start a new business 34
5.4 Wi-Fi in a Fast-food Restaurant 34
6 Summary ..........................................................................35
6.1 SWOT checklist 35
6.2 Avoiding the waste of time 35
7 Exercises ..........................................................................36
Appendices ............................................................................37
Appendix 1 — Alternative drawings of SWOT 38
Appendix 2 — Identifying Opportunities and Threats using PESTEL 40
Appendix 3 — Identifying Strengths and Weaknesses 42
Appendix 4 — Case study: the coffee shop 44
Appendix 5 — Case study: a charity in the care sector 46
Appendix 6 — Case study: self-employment 49
Appendix 7 — Case study: Wi-Fi in the Basic Burger Bar 52
Appendix 8 — Weighting the factors 54

A Useful Guide to
SWOT analysis
Page 5
1 Introducing SWOT
1.1 Four boxes
SWOT is a popular 4-box strategy analysis and strategy development
model. The acronym SWOT is derived from …
 Strengths
 Weaknesses
 Opportunities
 Threats.
SWOT has been around for decades and could lay claim to being the most
widely used strategy tool in modern times. It is used by industry,
commerce, charitable and voluntary organisations. In higher education,
SWOT is often a key part of business studies and MBAs. If you have ever
applied for a business bank loan, it is likely that the bank would want to see
a SWOT analysis or something similar.
1.2 This Useful Guide
The goal of this Useful Guide is …
 To introduce SWOT as a useful strategy tool,
 To help you carry out a SWOT analysis that is robust and relevant,
 To guide you around its pitfalls, so that you can create a strategic
direction for you or your organisation.
This Useful Guide is a book about SWOT as a strategy analysis tool; it is not
a Useful Guide to Strategy; that is a separate subject. A future Useful Guide
is expected to cover a wider view of strategy.
1.3 What has SWOT ever done for us?
With due acknowledgement to the Monty Python team and their famous
phrase, it is worth reviewing the benefits and limitations of the SWOT
strategy tool before rushing headlong into the theory and deployment. Let’s
start with the advantages …

A Useful Guide to
SWOT analysis
Page 6
Advantages
SWOT has many advantages, a few of which are …
 It is easy to understand — a simple diagram and no mathematics.
 It is applicable to many levels in an organisation — from an
individual, a team, a business unit or division, up to the corporate
strategy.
 It can be applied at many different depths from quick and easy, to
highly detailed.
 With proper use, it can be linked to corporate objectives and to
strategy deployment.
 Being highly visual, it is easy to communicate.
Disadvantages — Despite its popularity and the advantages above, SWOT
has several disadvantages …
 It is tempting to undertake SWOT analysis using qualitative or
subjective (anecdotal or hearsay) rather than quantitative data.
 Issues are easily expressed as broad generalisations rather than
specifics.
 Easily biased by perceptions, personality types and preferences.
 Data collection, evaluation, and decision-making are easily
confused.
 It is often drawn incorrectly; this has an impact especially when
the underlying principles are ignored.
 The surrounding method is often ignored (or worse, being unaware
that there is a surrounding method).
The disadvantages have led to SWOT also being known by a different and
derogatory acronym — a Significant Waste Of Time — especially when led
by an unskilled facilitator. When used well, SWOT is a useful aid to your
thinking. It directs your attention to aspects of strategic thinking that may
be subconsciously ignored.

A Useful Guide to
SWOT analysis
Page 7
What you get from a SWOT analysis is an awareness of the issues that
impact you or your business and help you form a list of actions (including
things to avoid). SWOT helps you think and in turn informs your decisions.
SWOT cannot make your decisions for you, nor can it guarantee success.
Remember, SWOT is a tool and only one of many strategy-making tools in
your toolbox. Your SWOT tool is only as good as its operator. You still have
to do the work, you still have to interpret the analysis, and you still have to
make decisions.
1.4 Does SWOT lead to a strategy?
Not always. It is dangerously easy to undertake a SWOT analysis that does
not result in a strategy, often due to a lack of understanding of what a
strategy is. This Useful Guide is not about strategy in general, but to make
SWOT useful, we need to introduce a basic definition and keep this in mind
as we work through this Useful Guide to SWOT analysis.
For our purpose, a strategy gives you a point of advantage or a point of
distinction.
Strategic conversations — In many ways, the underlying value of SWOT is
the strategic conversations encouraged by the analysis.

A Useful Guide to
SWOT analysis
Page 8
2 The SWOT framework
2.1 Illustrating SWOT
SWOT is commonly drawn as shown in Figure 1. You can be creative about
how it is drawn and alternative illustrations of SWOT are shown in
Appendix 1.
Figure 1 — The basic SWOT diagram.
The axes are important in SWOT because they define the content of the four
boxes, S (Strengths), W (Weaknesses), O (Opportunities), and T (Threats).
Indeed a common error in SWOT analysis is to ignore the axes and place
information in the wrong box!
SWOT has its own jargon and we should introduce some of it before
proceeding further. A factor is SWOT jargon for data or information. SWOT is
predominately a data and information gathering framework which records
input factors. In practical use, the four boxes each hold a list of factors,
typically as a bullet-point list.
Note — to create outputs, SWOT needs to be redrawn to generate
strategies that address the input factors. This is covered in §3.

A Useful Guide to
SWOT analysis
Page 9
2.2 In control — internal and external
The rows in SWOT diagram, Figure 2, distinguish between the factors you are
in control of and those you are not. In SWOT jargon, the factors you control
are Internal factors, and those you do not control are External factors.
Internal factors
Internal factors are those that you or your organisation have control
over. Strengths and Weaknesses are internal factors.
External factors
External factors are those which you or your organisation has little or no
control over. Opportunities and Threats are external factors.
Whether a factor is a Strength or a Weakness, and likewise whether a factor
is an Opportunity or a Threat, depends on the context and purpose of the
SWOT analysis. Context is vitally important in a SWOT analysis; this is
covered in more detail in §2.5.
Figure 2 — Are you in control of the factor?

A Useful Guide to
SWOT analysis
Page 10
2.3 Impact — helpful or harmful
The columns in the SWOT diagram distinguish between factors that are
helpful, and those that are harmful in respect of your SWOT objective.
 Helpful
Helpful factors are those that assist your success.
Strengths and Opportunities are helpful.
 Harmful
Harmful factors are those that impede or block your success.
Weaknesses and Threats are harmful.
Remember, whether a factor is helpful or harmful depends on the objective
of your SWOT analysis.
Figure 3 — Helpful or harmful (with reference to the objective).
2.4 SWOT quadrants
Each of the four SWOT boxes is the product of the axes. Each box is
introduced below, but only in brief because the context of the SWOT analysis
has a strong impact on where a factor is assigned. (For example, a Strength
in one context may be a Weakness in another.)

A Useful Guide to
SWOT analysis
Page 11
2.4.1 Strengths
Strengths are internal and
helpful. Strengths are factors that
support an Opportunity or
overcome a Threat to give you
advantage. Strengths may
include …
 Financial strengths. A robust
balance sheet, good cash flow
and good credit rating.
 Technological and production
advantages (Plant, machines
and associated techniques).
 Customer service advantages
in marketing, sales and
reputation.
 Talented, dedicated and well
trained employees.
Figure 4 - Strengths Quadrant.
2.4.2 Weaknesses
Weaknesses are internal and
harmful. Weaknesses are factors
of your business that mean you
are unable to take advantage of
an opportunity, or are vulnerable
to a Threat. Weaknesses may
include …
 Financial weaknesses such as
high debt ratios.
 Old or inflexible technology.
 Customer service weaknesses,
for example, long delivery
times or poor customer
communications.
 Skills shortages or poor
employee morale.
Figure 5 — Weaknesses Quadrant.

A Useful Guide to
SWOT analysis
Page 12
2.4.3 Opportunities
Opportunities are external factors
over which you have no control
and are helpful.
Opportunities arise from many
sources: for example, competitors
withdrawing from the market, new
social trends, and technological
innovations. Even apparently
restrictive legislation may be
viewed as an opportunity if it
inhibits your competition.
Opportunities may be tangible
(products and features) or
intangible such as enhancing
reputation or extending your
influence.
Figure 6 — Opportunities quadrant.
2.4.4 Threats
Threats are external factors over
which you have no control and are
harmful.
Threats come in many guises, for
example, a new competitor,
restrictive regulation, hostile
takeovers.
Threats may also appear as
tangible or intangible. A tangible
threat may be a hostile takeover
bid, restrictive legislation or even
theft (of property and assets).
Intangible threats include, for
example, the inability to secure
licences (in many forms) or
potential loss of reputation or
brand damaging factors.
Figure 7 — Threats quadrant.

A Useful Guide to
SWOT analysis
Page 13
2.5 A Context … is vital
As the old saying goes, one person’s meat is another’s poison. A factor may
exist in several places on a SWOT analysis. To position a factor correctly
within a SWOT analysis requires a context.
A few examples may demonstrate the importance of context …
 You may have the skills in using off-the-shelf software, in which
case the skill could be a Strength. However the software could be a
Threat if it is mission-critical and the external developer doesn’t
include the functions that you need.
 Your proprietary software does what you want it to do, and hence
may be a Strength. But the cost of maintaining proprietary
software could be expensive and may be a Weakness.
 Your billing system may be robust and reliable, so in the context of
regulatory standards for billing and invoicing, it is a Strength. But
in the context of an Opportunity that requires flexible invoicing,
your robust billing system may be a Weakness.
 A substantial cash reserve may be superficially seen as a Strength
and, with no further consideration, would therefore appear as a
bullet point in the list of Strengths. However, this same cash
reserve would make for an attractive take-over target in the
context of a hostile business climate. So in that context excess
cash may be a Weakness and possibly a Threat.
Context is critical to the effective use of SWOT. A good quality SWOT analysis
starts with understanding the context, typically statements of the business
environment, then proceeds to analyse a specific situation or idea. This
usually leads to parallel SWOTs, each analysing some specific aspect, and
contributing different elements to the resulting strategy.
By contrast, generalized SWOTs have limited value. The data capture may be
interesting, but without a context and purpose, the result is often somewhat
vague statements masquerading as a strategy. A good SWOT analysis
requires the overall context to be understood. Context helps to eliminate
interesting but irrelevant actions.

A Useful Guide to
SWOT analysis
Page 14
2.6 Summary
In this section we’ve introduced the basic components of SWOT. It is a
straightforward framework, but with its apparent simplicity it is tempting to
bypass the underlying principles and consequently end up without a
worthwhile result.
To summarize what we have so far …
 Axis
The axes are important to SWOT. The axes: In Control gives us the
Internal/External factors; Impact gives us the Helpful or Harmful
factors. Whether that factor is in the correct place depends on the
context.
 Context
A specific context is essential for a good quality SWOT; your
Strength in one Context could be a Weakness in another.
 Specific
A good SWOT analyses a specific situation within a specific context.
Writing a purpose statement helps to keep the analysis relevant
rather than generalised.
And that is almost it, a simple a four-box model where each box holds
specific information.
However, at this point, SWOT is not yet useful. A SWOT chart of four boxes
filled with bullet points is just a yawning ‘so what’ moment. We need two
additional features …
Creating strategic responses
SWOT is good at capturing input factors — it needs to be extended and
redrawn so that we can create strategic outputs. And to make it work we
need …
Surrounding method
To make SWOT useful, a surrounding method — almost a project plan — is
needed to take us through the whole process from input, analysis, choices
and strategic actions.

A Useful Guide to
SWOT analysis
Page 15
As an exercise, try to identify a real situation where a factor changes place
depending on the context.
Try this exercise for three instances …
1 A business or an organisation from your perspective as an observer.
Your position as an observer may be close in, for example as a
customer, or more distant, for example by reading newspaper reports.
2 Look within your own organisation where a factor currently in one of
the SWOT boxes needs to be moved to a different SWOT box depending
on the circumstance.

For example, a Threat in one department might be an Opportunity
for your own department.

A specific example might be where creativity is a Strength in a new
product development team, but is a threat in an operational
delivery team where strict processes must be followed.
3 Examine your own circumstances. For example a Strength at work or
the sports club becomes a Weakness at home. Or a Threat in one
circumstance becomes an Opportunity elsewhere.
Remember that a factor can do a double switch where an internal/helpful
Strength becomes an external/harmful Threat, or conversely, an
internal/harmful Weakness becomes an external/helpful Opportunity.
2.7 Exercises
Context is so important to a well-constructed SWOT analysis, it is worth
spending some intellectual energy to reinforce the principle.

A Useful Guide to
SWOT analysis
Page 16
3 Creating strategic responses
3.1 Beyond the four boxes
So far SWOT is a data and information gathering framework which records
input factors. In a typical analysis project, each of the four boxes would
contain a list of factors — typically as a bullet-point list (with supporting
rationale in an accompanying document). Although these four lists are
interesting as a classification of input factors, they don’t yet help us to
develop a strategy. To make SWOT useful, two additional features are
needed …
 Turn SWOT inside out to become TOWS and reveal generic
approaches for development into specific strategic actions.
 Consider what to do with the factors. This is done by the
application of two verbs: Match and Convert.
3.2 SWOT becomes TOWS
To advance our four lists of input factors into potential strategic outputs,
the SWOT framework needs to be adapted as shown in Figure 8.
Figure 8 — Transforming SWOT inputs into strategic responses – TOWS.

A Useful Guide to
SWOT analysis
Page 17
In essence, SWOT has been turned inside out and the four input categories
are used to guide you towards output strategies or, if you prefer, strategic
responses. In this state the framework is usually known as TOWS (that is,
SWOT backwards).
3.3 Match and convert
With our four lists in the S, W, O, and T boxes, the next step is to link the
related factors. This is done through Matching and Converting.
Match
Matching is the process of linking the external factors — Opportunities and
Threats — to the internal Strengths and Weaknesses.
Figure 9 below shows the various matches that are possible in SWOT. We’ll
examine later the types of strategy that the matching links produce.
Figure 9 — Matching the external factors to the internal factors.

A Useful Guide to
SWOT analysis
Page 18
Convert
The principle of Converting is to encourage you to think about actions that
change harmful factors into helpful factors. Figure 10 below shows the
possible conversions within SWOT:
 Threat factors may be turned into a strategic advantage by
converting the Threat into an Opportunity.
 Weakness factors may be converted into Strengths.
Figure 10 — Potential Conversions.
Redrawing SWOT into TOWS and applying Match and Convert leads to four
generic strategies.

A Useful Guide to
SWOT analysis
Page 19
3.4 The four generic strategies
With the SWOT model redrawn as TOWS, each intersection between the
internal and external factors results in an indication of the specific type of
strategic response arising from SWOT inputs. The four approaches are
illustrated in Figure 11 below.
Figure 11 — Specific types of response to the SWOT inputs.

A Useful Guide to
SWOT analysis
Page 20
These four generic strategies are …
 Growth strategies (Opportunity × Strengths)
The essence of a growth-based strategy is to Match the Opportunity to
your existing Strengths and do more of what you’re already good at. A
growth-based strategy usually involves investing in those factors that
increase your capacity to do more of the same thing. The investment
could include, for example, hiring extra people or procuring additional
production machinery. The result of a growth-based strategy is
continuation of your competitive advantage.
 Internal development strategies (Opportunity × Weaknesses)
The main consideration in this type of strategy is to Convert weaknesses
to strengths so they can be matched to an opportunity. An internal
development strategy is about repairing or developing internal factors.
The investment may include developing new skills, hiring new people
with different skills or training existing people with new skills, designing
new processes or developing new technology. The internal development
strategy leads to new capabilities that were not present before, and
these can be matched to an opportunity.
 External development strategies (Threats × Strengths)
This type of strategy is based on using your existing strengths to convert
a threat into an opportunity. An external development strategy may
include extending your marketing reach into new areas or new
customers through advertising; you may use skills in product
development (a Strength) to broaden your services in existing markets.
 Survival strategies (Threats × Weaknesses)
A threat and weaknesses combined — the worst possible scenario. Here
you are faced with stark choices; for example, fundamentally change
what your organisation is or does, or ultimately dissolve the business
and release the capital back to the shareholders. Both match and
convert are applicable here. Assuming that you choose to stay in
business, the strategies are the simultaneous deployment of both
External and Internal development actions.

A Useful Guide to
SWOT analysis
Page 21
3.5 Summary
In this section we have moved beyond the four boxes of SWOT. In particular
we know that …
 SWOT gathers the factors, and is turned inside out to create the TOWS
framework;
 Factors can be matched or converted; and …
 TOWS gives us four generic strategic responses …
 Growth strategy;
 Internal development strategy;
 External development strategy; and
 Survival strategy.
3.6 Exercises
Take a break and look at a variety of published strategies, from your own
organisation or elsewhere.
 Recall the basic purpose of a strategy outlined in §1.4 a strategy
gives you/your organisation a point of advantage or a point of
distinction.
Then …
 Make an assessment of the strategy — does it provide an
advantage or distinction?
 Make a note of the Match and Convert actions and how these
moved harmful aspects or weaknesses into helpful aspects or
strengths.
 Ascertain what type of strategy is being pursued. (Growth, internal
development, external development, survival.)
Just a cautious note: commercial organisations don’t often publish their
strategy; for a strategy to be successful it is often necessary to hide it from
the competition. What you read might be watered down statements that
sound good but don’t stand much scrutiny.

A Useful Guide to
SWOT analysis
Page 22
4 Strategy development
4.1 The surrounding method
The SWOT/TOWS boxes don’t exist in isolation; they are part of an overall
strategy development method.
The basic method follows a sequence …
 Be clear about the context (the situation) and purpose of the
analysis;
 Identify the Opportunities and Threats;
 Identify the Strengths and Weaknesses;
 Match the Opportunities and Threats to Strengths and
Weaknesses;
 Convert harmful factors into helpful factors;
 Develop responses;
 Make choices and decisions; and
 Define actions to deploy the strategy.
For this Useful Guide, a basic framework in Figure 12 illustrates the type of
method needed. You could treat this as a basic project plan, although you
will need to modify this to suit your own circumstances.

A Useful Guide to
SWOT analysis
Page 23
Figure 12 — SWOT within a surrounding method.
Although the method is shown as linear, the reality is that many feedback
loops exist. For example, the analysis may show the need for an additional
data source, so you will need to go back to the inputs.

A Useful Guide to
SWOT analysis
Page 24
4.2 Define the context
We’ve already highlighted the importance of context for SWOT analysis
(Section 2.5). The context enables you to assess and interpret the issues
and factors so they are correctly located in the SWOT grid and therefore
correctly considered in the TOWS formulation of strategic responses.
In SWOT, a context statement may include …
 What your business is, typically mentioning …
 What you do, what you sell and who your typical customers are.
 What it does and does not do. Referring to your vision and mission
statements often helps.
 An indication of scale — are you a sole trader, a small business or
a corporate?
 How you go about your business. For example, is your business
retail or business-to-business; walk-in shop, Internet or phone;
quick sales (fast moving goods) or bespoke. This element of the
context is important when considering the business-fit of the
strategies that emerge from the SWOT analysis.
In preparation for later parts of this Useful Guide, some examples should
help. The following example is a fast food business and we’ll see how the
context affects the decisions made following a SWOT analysis.
Note — the label [Context] is introduced here because this notation is
used to identify various components in the case studies in the
Appendixes.
Example context — The Basic Burger Bar
[Context] The Basic Burger Bar business is a hamburger fast food
restaurant. It is a town-centre retail business selling a small range of
burgers and chips. Customers enter the premises and join a queue
where they make their selection and are served immediately at the
counter. Within a few minutes they have ordered, paid and received
their food. The food is delivered either in a paper bag for takeaway (‘to
go’ orders) or on a tray for ‘eat-in’ orders.
For ‘eat-in’ orders, customers sit at a table and consume their food with
their fingers and, optionally, a disposable plastic fork. The time at the
table is short, typically 10 to 20 minutes. Customers expect to take
their tray to a table, and afterwards to clear the table by taking the
trash and tray to a nearby collection point.

A Useful Guide to
SWOT analysis
Page 25
Customer travel time is quick, an ‘eat-in’ customer is unlikely to be
longer than 30 minutes; a ‘to-go’ customer can enter and leave the
restaurant within 5 minutes.
4.3 Purpose
You will have already detected from the preceding sections that the
importance of purpose should not be underestimated. Whatever activity is
being undertaken, knowing the purpose adds focus and helps one keep the
activity to a manageable size by eliminating irrelevant matters.
The range of what may be a purpose is huge. The purpose may be formed
around any of the business processes or functions. Classic business
processes include, for example, invoicing, marketing, recruitment and
product development. The purpose may also be to support one-off
activities, for example mergers and actualisations, new office premises or
the formation of new internal business functions.
A good purpose is valuable because it helps to identify what inputs you may
need for the SWOT analysis. In a real situation, many SWOTs exist side-by-
side, each focusing on a specific issue or factor.
4.4 Discovering Opportunities and Threats
In SWOT-based strategy development, this first step is usually known as an
environmental scan. Or in plain English, what is going on around you. In
strategy development, the purpose is often to define a response to a
changing world and this presents the Opportunities and Threats. These
external factors may be, for example, new legislation, a new competitor or
a gap in the market.
Note — In SWOT analysis, environment does not mean air quality, carbon
footprint or energy consumption; it means the business environment
within which you exist.
There are many sources and models to help with your environmental scan.
Figure 13 illustrates some of these. Each has a particular focus and benefit
and you may need to use several. Remember — don’t let these models
constrain you, mix and match as needed.

A Useful Guide to
SWOT analysis
Page 26
A framework known as PESTEL (Political, Economic, Social, Technological,
Environmental and Legal) is popular because it provides a checklist of
issues and factors from an external perspective, and these can help with the
inputs to your SWOT analysis. Appendix 2 introduces PESTEL in more detail.
Figure 13 — Sources of environmental information for SWOT inputs
(* PESTEL is introduced in Appendix 2).
4.5 Identifying Strengths and Weaknesses
Strengths and Weaknesses are internal factors over which you have
substantial control. You should look for, and identify, Strengths and
Weaknesses within your internal processes, your operations and the way
you do things (including your business ethos and culture).
Appendix 3 illustrates three ways of identifying your Strengths and
Weaknesses, including a suggested list of core business processes you could
use as a checklist in your search for Strengths and Weaknesses that help or
hinder the external Opportunities or Threats.

A Useful Guide to
SWOT analysis
Page 27
Remember that factors classified as Strengths or Weaknesses are valid only
within a given context or circumstance.
Example …
Suppose that your organisation has an extremely robust credit
verification process. Because of this, it can take several weeks to
approve a new customer account.
This could be a Strength in the context of reducing fraud, but it is a
Weakness in the context of quickly gaining new customers.
4.6 Match and Convert
Match and Convert were introduced in Section 3.3. To illustrate matching,
assume that you are the owner of the Basic Burger Bar mentioned in
section 4.2 and have commissioned some market research. This suggests
that there is an opportunity for extending the menu to include plated food
eaten with knives and forks. Figure 14 illustrates how the Opportunity
factors are matched to the Weakness factors.
Figure 14—Example of Matching an Opportunity to a Weakness for
the Basic Burger Bar.

A Useful Guide to
SWOT analysis
Page 28
4.7 Use TOWS to select a strategic approach
Our Basic Burger Bar business now has to make some decisions. Redrawing
SWOT into TOWS, so that we can see the intersection of Opportunity and
Weaknesses, would suggest an internal development strategy.
Figure 15—TOWS suggests an Internal Development strategy.
An uncritical application of SWOT and TOWS would suggest investment in
cutlery, plates and a supportive menu. Both front-of-house and back-of-
house would require some investment. Front-of-house would require
crockery and cutlery, as well as waiting staff to clear and collect plates,
knives and forks; these staff would also need training. Back-of-house would
need a dishwasher (with staff training, cleaning materials, water softeners,
etc) and storage. Items may go missing; cutlery may get broken, so
consequently prices may need to increase. With sit-down meals, customers
are likely to stay longer, so the Basic Burger Bar would need to rethink the
seating capacity.
Context is important here. The Basic Burger Bar attracts low-spending
customers who stay for a relatively short time. The front-of-house and
back-of-house procedures are geared towards this. Against this context,
plated meals are an opportunity that the Basic Burger Bar should decide to

A Useful Guide to
SWOT analysis
Page 29
avoid. If the managers of the Basic Burger Bar wanted to take advantage of
the plated food opportunity, they may consider opening a new restaurant
with a different operating ethos.
4.8 Reality — Testing the decisions
The example of the Basic Burger Bar provides a straightforward, if
simplistic, situation. In reality, decision-making is more difficult and
decisions often involve a high degree of subjectivity. (Recall that an
important benefit is the strategic conversations that happen.)
Having made a decision, the final step is to give it a reality check. There are
many ways of doing this. The following list provides an indication of the kind
of tests you may use — your list would reflect what your business is and the
context of the analysis.
Areas to examine might include …
 Is it appropriate for your business (sector/subsector)? In business
jargon this is often referred to as the Business Fit.
 Does it match your ethics and values?
 Is the strategy an incremental change to what you do, or is it a
fundamental shift?
 Effectiveness — does the decision lead to a real strategic
distinction?
 Efficiency — what resources are needed to implement the
strategy?
 Would the strategic action be reliable and sustainable?
 Is it possible to visualise what things would be like after the
strategic change has been implemented? Being able to do this
helps one to communicate the decision, and to encourage the
motivation for the change.
 Is the strategy and solution elegant?
 What would happen if you do nothing?

A Useful Guide to
SWOT analysis
Page 30
4.9 Deployment
Your strategy must be converted from intent into action. Strategy
deployment is a full subject in its own right and beyond the scope of this
Useful Guide. Consequently, this section is very brief.
Three worthwhile thoughts to address when preparing for strategy
deployment are …
 Communication
How to communicate your strategy — the goals for communication
are well known: clarity, simplicity, consistency and self-adjusting
so people can internalise the message in their own way.
 Implementation
Implementing a strategy often involves a change programme of
some kind. Give some thought as to what kind of programme, and
how big, it should be.
 Measuring success
How would you know whether your strategy has been a success?
Give some thought to the kind of indicators or measures you would
need so that you can check that the advantage or distinction is
delivering real results.

A Useful Guide to
SWOT analysis
Page 31
4.10 Summary
At this point in the Useful Guide, you have the essential information to
prepare a strategy using the SWOT/TOWS technique. From the previous
chapters we have introduced the core SWOT framework (§2) and
demonstrated that a context is vital. Then in §3 we rearranged SWOT to
become TOWS and hence create a strategic response to the situation.
In this chapter, we introduced an overall method, almost a project plan, to
help you develop a SWOT-based strategy. The sequence listed in §4.1 is
worth repeating by way of a chapter summary …
 Be clear about the context (the situation) and purpose of the
analysis;
 Identify the Opportunities and Threats;
 Identify the Strengths and Weaknesses;
 Match the Opportunities and Threats to Strengths and
Weaknesses;
 Convert harmful factors into helpful factors;
 Develop responses;
 Make choices and decisions; and
 Define actions to deploy the strategy.
A classic error in SWOT strategy and development is to lock people in a
room and ‘do SWOT.’ At the end of the session, the walls are covered in
flipchart paper giving the illusion of ‘doing SWOT’ and making progress; in
fact the team might be only ‘doing flipcharts!’

A Useful Guide to
SWOT analysis
Page 32
4.11 Exercises
In the next chapter, four case studies are introduced that illustrate the
breadth of problems that SWOT can address. But before embarking on the
case studies, which encourage you to develop a strategy from a given
situation, it may be worth analysing existing strategies to discover how they
were made and whether the strategy is sound.
As an exercise …
Examine someone else’s strategy …
 Can you deduce, or is it stated, what situation and specific context
the strategy is responding to?
 Ascertain the connections from context and purpose, through the
various SWOT factors; identify the matches and conversions,
through to decisions.
 Are those decisions a good fit with the business?
 What type of strategic response is being proposed?
 Is there any indication that a deployment plan supports the
strategic intentions?

A Useful Guide to
SWOT analysis
Page 33
5 Examples and case studies
Case studies are one way of illustrating how the theory can be applied to
real situations. The examples provided here cover four different areas of
business activity and one personal one to give you a feel for the variety of
topics that may go into a SWOT/TOWS developed strategy. As with all case
studies, they represent only a snapshot of a situation; remember that SWOT
is only one of many strategy development tools.
Each case study includes the context and purpose with a list of factors and
their location on a SWOT/TOWS diagram.
5.1 The coffee shop
Appendix 4 is the classic coffee shop case study. This is a favourite example
in further/higher education and it is included here because of that
popularity. Take care with examples like this because you can only account
for what you see as an external observer — that is, the things you
experience by visiting the coffee shop and their competitors (often only a
few steps away down the high street). You may use information such as
their report and accounts and these may provide you with some additional
inputs for the SWOT. However, you are limited in what you can know about
the economic model of the coffee shop industry and their internal
processes, so it’s difficult to judge what is a Strength or a Weakness; hence
you can only produce a generalised SWOT.
Our coffee shop case study makes the purpose clear — should the
coffee bean be changed?
5.2 Personalisation and Individual Budgets
Appendix 5 shows the impact of government policy on an organisation’s
strategy. The case study is based on the political objective to give people
more control over how benefits are administered on their behalf. This
organisation is in the care sector and provides support for people with
learning disabilities. Traditionally, services are commissioned through block
contracts with local government.
Central government policy changed the funding arrangement. If this
organisation had followed the ‘do-nothing’ option, they would have been out
of business within 12 to 18 months.

A Useful Guide to
SWOT analysis
Page 34
5.3 Deciding to start a new business
Appendix 6 is the personal SWOT of an individual who is considering self-
employment. This case study illustrates that soft factors can have a
significant impact on the strategic actions. It can be adapted for someone
who is applying for employment.
5.4 Wi-Fi in a Fast-food Restaurant
Appendix 7 introduces a situation where there is ultimately a conflict
between a strategic action to catch up with the competition, and the
introduction of a service which impacts on the very nature of a fast-food
restaurant.

A Useful Guide to
SWOT analysis
Page 35
6 Summary
6.1 SWOT checklist
SWOT can be applied to a wide variety of issues and problems. But, like all
tools it is dependent on the skill of the user.
So, let’s conclude this Useful Guide with a checklist to help you prepare a
SWOT based strategy …
 Be clear what the four boxes in SWOT actually mean. The two axes
in control (internal or external) and impact (helpful or harmful)
define what should be recorded in each box (§2.1 to §2.4).
 Be clear of the situation — the context, and what problem is being
addressed (§2.5, §4.2, and §4.3).
Note that dealing with the problem at once often requires several
SWOTs sitting side by side to address multiple issues.
 SWOT captures input factors. You may need several methods of
identifying the input factors (§4.4 and §4.5).
 Apply the Match and Convert principles to the issues to discover
what is possible in the resulting strategy (§3.3 and §4.6).
 The TOWS suggests the type of strategy appropriate to the mixture
of input factors (§3.2 and §4.6).
 Remember to examine the strategies in order to check that they fit
with the characteristics of your own business (§4.8).
6.2 Avoiding the waste of time
Sadly, SWOT is often misused. Remember the remark in §1.4 — SWOT is also
known as a Significant Waste Of Time. This occurs when SWOT is applied as
a general activity without a specific focus. At the time of writing an Internet
search for “SWOT + Apple” produced more than 49 million hits! The page
one results were generalized SWOTs with almost no substance and no
strategic suggestions.
A more interesting result came from the search “SWOT + apple + iphone +
android” — this still produced 1.6 million hits — many were quite specific
but only included what could be observed as an outsider. Many of the
so-called facts were nothing greater than guesses. Be careful about the
intrinsic quality of the factors you collect.

A Useful Guide to
SWOT analysis
Page 36
7 Exercises
You might be keen to undertake a SWOT analysis and to create a strategy.
The range of situations is vast, so to help you start, some suggestions are …
 A SWOT analysis for yourself — context: applying for a new job.
 A SWOT analysis for yourself — context: applying for promotion.
 A SWOT analysis for yourself — context: facing redundancy.
 A SWOT analysis for your local corner shop — context: competition
from a shop on the opposite corner of the street.
 A SWOT analysis for your team at work — context: the team’s
annual review, with a view to securing ongoing funding.
 A SWOT analysis for a customer bid — context: a competitive
tender response.
 A SWOT analysis for an internal support function, for example
Information Technology, Billing and Receivables, or Training —
context: supporting the new customer requirements.
 A SWOT analysis for a charity you are associated with, for example
the local community centre/village hall, school or youth club —
context: a bid for lottery funding for a new roof.

A Useful Guide to
SWOT analysis
Page 37

A Useful Guide to
SWOT analysis
Page 38
Appendix 1 — Alternative drawings of SWOT
Visual representations
Although SWOT is commonly drawn as 4-boxes, there are other
representations, the form shown in Figure 16 emphasises the
internal/external aspects of SWOT. A more stylized version of SWOT is shown
in Figure 17.
A diagram indicating SWOT where the strengths and weaknesses are enclosed within the opportunities and
Figure 16 — The original drawing of SWOT.
Figure 17 — A stylised drawing of SWOT.

A Useful Guide to
SWOT analysis
Page 39
Alternative names for the four quadrants
The names of the four quadrants have alternatives. Some find the language
of SWOT too war-like or judgemental. And in a world littered with political
correctness, for some the choice of words carries more weight than the
meaning.
For example …
 Strengths — some interpret this in the context of a warrior and
strength of an army.
Alternatives include Advantages or Supporting Factors.
 Weakness — some people (and some professions) object to this
because it implies inadequate or shortcoming. Alternatives include
Liabilities, or Areas for Development.
 Opportunities — this term is frequently derided by two camps:
those who see the world in a deterministic way and hence dislike
opportunism, and those who see this as capitalist exploitation.
Alternatives include options, openings, or attractions; however, do
bear in mind that there are some opportunities you should not
take.
 Threats — to some this has overtones of violence or the headlines
used in the tabloid press. However, in SWOT the Threats are vitally
important in the recognition of, and response to, external hazards.
Downgrading the terminology with casual or softer vocabulary is
likely to lead to indecisive thinking and a poor strategy. However,
if you must change the terminology, alternatives include hazards,
impediments or risks.
Author’s note — Please, don’t go down the politically correct route of
negative opportunities. Thanks.

A Useful Guide to
SWOT analysis
Page 40
Appendix 2 — Identifying Opportunities and Threats
using PESTEL
PESTEL is a useful tool for identifying inputs to SWOT. PESTEL is an acronym
where each letter indicates an aspect of factors that may influence both
your internal practices and your external products and services. Some
aspects, such as Health and Safety may fall under several headings; that is
to be expected.
 Political — Political factors are those coming from government. Political
factors include: Policy direction — the intention and opinion of
governments and their view of how a nation functions, and its role within
the community (local, national and global). Policies in this context are
about a government’s intentions;
Law-making — the type and style of laws that a government promotes
and introduces; Taxation — the principles of government revenue
collection; and Budgetary — how the government intends to spend the
tax revenue.
 Economic — Economic factors are those relating to the economy at
large. Economic factors include those led by a government, for example
interest rates, the amount of money in circulation, national debt, and so
on. Economic factors also include those that exist within industry or
commercial sectors. For example, the economic model for double-decker
busses is different from that of domestic saloon cars; the economic
model for the self-employed is different from that of a publically listed
company.
 Social — Social factors may include healthcare, culture and arts, law
and order, and population and demographics.
 Technological — Technological factors can be broad-ranging, including
everything from automation in factories and offices, information
technology in key operational processes, and research and development.
 Environmental — Environmental in PESTEL includes ecological factors
such as air quality, nature and waste disposal. For example, the Waste
Electrical and Electronic Equipment (WEEE) regulations caused
substantial product redesign or withdrawal.
 Legal — Legal factors include laws, regulations and statutory
requirements. These affect both what you do and how you do it.
You may encounter different variants and acronyms, for example, PEST,
SLEPT, PESTLE, STEER, and LONG-PESTLE. These all do similar jobs of
reminding you where to look when doing the environmental scan.

A Useful Guide to
SWOT analysis
Page 41
Figure 18 illustrates PESTEL when it is used for an environmental scan. The
cells should hold a brief statement of how a factor is experienced at three
levels. The levels should provide a logical progression from the big picture
(macro) to the specific. These levels are …
 Macro — The factor as it applies everywhere;
 Sector — The factor as it applies to your market sector; and
 Specific — How the factor impacts on your specific organisation.
Figure 18 — PESTEL summary.

A Useful Guide to
SWOT analysis
Page 42
Appendix 3 — Identifying Strengths and Weaknesses
Strengths and Weaknesses are internal factors. There are many ways to
identify these factors; this Useful Guide offers three suggestions that you
may employ.
1 Process-mapping
Start with a beneficiary, for example the customer, and follow what
happens at each stage of their experience. This approach is often expressed
as an informal diagram. The approach is sometimes known as the staple
yourself to … For example, a weakness may be the slow response to
purchase orders, then mentally staple yourself to a purchase order and
follow its journey through the organisation. Beware, the temptation with
this process-mapping approach can be to record the mechanics and
resources (for example, headcount); for SWOT, the purpose is to observe
where the issue (Threat or Opportunity) is supported (Strength) or hindered
(Weakness) by the presence, absence or performance of internal
capabilities. The key benefit of this approach is that you will have a diagram
of how things work currently.
Note — In consultant jargon, this current state is known as the as-is
situation. When things have to change, a similar diagram known as the
To-Be state is created and the differences between the as-is and to-be
are the foundations of a change plan.
2 What if …
The What if method deliberately injects a big idea (sometimes known as a
BHAG — Big Hairy Audacious Goal) into the analysis. For example, What if
we discontinue accepting payment by cash and only accept payments by
card; What if we remove our employee grade structure and call everyone an
‘associate’; What if we engage a public relations company; What if we made
our products exclusively for left-handed customers; What if our key supplier
becomes bankrupt, and so on. For SWOT, the Strengths and Weaknesses
become apparent as the big idea is worked through.
The advantage of the What If approach is that it encourages creativity and
freethinking. Where process-mapping is useful for analysing and responding
to previously identified issues, What If engages issues and topics that have
not yet appeared on the horizon.
Example — Within the context of mobile computing, an opportunity for a
small, inexpensive laptop computer was envisaged. Process-mapping led
to smaller and cheaper laptop computers know known as netbooks.
What if led to a new category of computing—the tablet.

A Useful Guide to
SWOT analysis
Page 443
3 Checklist
Using checklists, or tick lists, is a method of ensuring that a wide variety of
factors have been taken into account and not forgotten. For SWOT, checklists
are a convenient way of reminding you where to look for strengths and
weaknesses. Typically, a checklist may be created using the major functions
of an organisation. These may include …
 Customer-facing activities
 Marketing/Advertising/Awareness
 Customer service/customer experience
 Sales, pricing, product attractiveness
 Delivery and fulfilment
 Payments, receipting
 Financial and investors
 Banking
 Reconciliation
 Tax management – returns and settlements
 Investor relations
 People – staff, volunteers, employees
 Selection and recruitment (Hire and fire)
 Morale, motivation, loyalty, remuneration
 Capabilities of leaders and managers (Staff development)
 Research and development
 New product development
 Ability to experiment, prototype, test, pilot
 Resource management
 Capability of Management Information Systems
 Knowledge management
 Operations
 Marketing, promotion, awareness
 Sales, order-taking
 Shipping and fulfilment, Goods inward
 Storage, logistics
 Resources
 Plant, machinery, tools
 Knowledge
 ICT

A Useful Guide to
SWOT analysis
Page 44
Appendix 4 — Case study: the coffee shop
[Context] The coffee shop is a high-street café with hundreds of outlets
selling coffee beverages (and coffee variations) together with snack-sized
pastries. The high street coffee shop industry is very competitive with other
global and national operators who have local outlets often within a
moment’s walk away. At 2012 prices, a typical customer may spend £6 – £8
on an eat-in visit or slightly less on a ‘to-go’ visit. A repeat customer visiting
twice a day (breakfast and lunch) over one hundred days per year is worth
over £1,000 per year in revenue.
The business relies on high-volume and assumes a quick throughput of
customers. Shops are almost always positioned in prime retail sites on main
streets to attract plenty of passing trade.
The bean used in the coffee product is Robusta (coffea canephora), which is
rich in caffeine. However, market research has identified that discerning
coffee drinkers prefer other beans, in particular Arabica (coffea arabica),
which is reputed to be more refined and aromatic. Local competitors are
advertising 100% Arabica and successfully attracting these discerning
customers.
[Purpose] To review the use of the Robusta bean in the coffee beverages
and consider changing the recipe to include Arabica.
[Social] Customers are becoming more concerned with the ethics of coffee
production. It is a widely held view that the coffee growers receive poor
payment for the value of their crop. The rise of Ethical brands (eg Fair-
trade) causes some customers to go elsewhere. Some competitors
distinguish their establishment by promoting Fair-trade sources.
[Economics] Robusta is cheaper to grow and more abundant, consequently
the input costs are lower than Arabica.
[Technological] The espresso machines (grinding, packing, pressure) can
take either bean.
Recording the factors and developing the responses on a SWOT/TOWS
diagram would result in something like Figure 19.

A Useful Guide to
SWOT analysis
Page 45
Figure 19 — SWOT/TOWS diagram for the review of coffee bean.
Exercises
1 — Next time you go to a coffee shop, observe what is going on and create
your own SWOT/TOWS analysis. Would you change the coffee bean?
2 — Imagine you wanted to start a new coffee shop business. What would
your SWOT/TOWS analysis contain?
Author’s note — Oh, you wanted an answer! Well, let’s just say that I’m
happy to walk past several national chain coffee shops to reach one that
serves good coffee. (And plays good jazz in the background!)

A Useful Guide to
SWOT analysis
Page 46
Appendix 5 — Case study: a charity in the care sector
[Context] The charity is in the care sector with the charitable objective to
provide support and help for people with learning disabilities. The charity
has a turnover of £100 million (2012).
[Purpose] To examine how Individual Budgets (also known as
personalisation) will impact our care business, and decide how to react to
the government’s personalisation agenda.
[Political] The provision of care has traditionally been accessed and
administered through local authorities, who would then commission a
service provider to deliver the care service package using a block contract.
[Political] Government policy is to change the economic model so that a
person in need of care would receive the resources (as money) directly
instead of it being channelled through the local authority.
[Economic] The economic model of the care sector would change from
wholesale provision (for example, the block contract) to that where the
person in need of support would be a retail customer of the care provider.
The flow of resources and money would be entirely different; consequently
existing strengths in bids and tenders, largely a wholesale model of
provision, are no longer relevant.
[Threat] Most of the charity’s revenue comes via local authorities. In the
near future none of it will.
[Opportunity] People with an Individual Budget (the Individual Budget
Holder) are going to be our new paying customers. They are the same
people that receive the care services. These individuals often have what is
known as a ‘circle of support’ so our opportunity is to present ourselves as
the provider of choice to their circle of support and the individual budget
holder.
[Strength] The charity has a good track record of delivering care and has
considerable positive feedback from the people it supports.
[Weakness] The charity’s former strength of being able to respond to local
authority requirements in bids and tenders is no longer relevant.
[Weakness] Employees do not have retail sales skills.

A Useful Guide to
SWOT analysis
Page 47
[Weakness] The charity has no retail-oriented process for a person and
their circle of support to make a purchase.
[Weakness] The charity has no supporting infrastructure, for example
computer systems to support sales enquiries, and thus no management
information to help operational decision-making.
[Weakness] Individual service components are often incorporated within a
larger package of services. The client may not need, nor want, the whole
package of services.
Using PESTEL and SWOT has highlighted many factors. Positioning these on a
SWOT/TOWS diagram may look something like Figure 20.
Figure 20 — Care Sector SWOT/TOWS.

A Useful Guide to
SWOT analysis
Page 48
Whilst the foregoing may paint a desperate picture for the charity, it
demonstrates that in the old environment they were the market leader.
Suddenly, in the new environment, they may not even be in business. In
this case the SWOT has led to a Strategic Imperative.
[Strategic Imperative] Unless we change the way we do business, and
make ourselves attractive to the retail buyer of personal care services, we
will go out of business in under a year. The goal is to convert the Threat
into an Opportunity.
Strategy and actions
 [Survival]
 Re-invent our organisation as a retail provider of care services.
In order to do this …
 [Internal Development]
 Unbundle our services so each element can be individually priced
and sold.
 Develop a retail customer service journey from initial enquiry,
enquiry tracking, order taking (sales), and fulfilment (service
delivery).
 Train our staff in customer service skills.
 Develop the financial systems for retail sales.
 [External Development]
 Develop and promote the organisation – advertise directly to the
new Individual Budget Holders and their family and friends.
 Awareness – advertise and host seminars.
 [Growth]
 Develop related services for other groups with similar (but
different) conditions. For example, retail care services for those
with autism or dementia.

A Useful Guide to
SWOT analysis
Page 49
Appendix 6 — Case study: self-employment
[Context] Kay is employed as the Senior Operations Manager of a Contract
Cleaning business. The company’s business includes large-scale cleaning
services, for example cleaning school premises during the vacations, or
builder’s cleans (cleaning a house immediately following the builder’s
completion of their work so it is ready for use or sale).
On the downside, the company is a family business whose directors are
reluctant to share their rewards. Employee satisfaction is consistently low
with many disciplinary cases (often for trivial ‘offences’) and there is poor
communication between the directors and the operational teams. Against
this background Kay is considering setting up a limited company to become
self-employed.
[Purpose] Define a strategy for Kay to start a new contract cleaning
company.
[Opportunity] Several clients have indicated that they would switch their
allegiance to Kay if she were to start her own contract cleaning business.
[Political/Legal] New regulations are about to come into force which require
cleaning staff to be adequately trained.
[Threat] If Kay were to leave, there is a small possibility that her existing
employer may require a non-compete agreement. The risk is small since
this is vague in her contract of employment.
[Threat] Whilst some existing clients may support Kay, others, typically the
larger corporations might not, because the effort of reworking their
procurement processes (due diligence, supplier qualification and supplier
management) could be expensive.
[Strengths] Kay’s expertise includes surface, wall and floor cleaning using
specialist industrial solvents, and project logistics to source cleaning
operators to the client’s site.
[Weakness] Kay has limited skills in running a business, as distinct from
operations management in the cleaning industry, and no skills in starting a
new business. Additionally, there is insufficient cash in her savings to
purchase the amount of equipment and supplies required to start the
business.

A Useful Guide to
SWOT analysis
Page 50
Placing these factors on a SWOT/TOWS diagram would result in something
like Figure 21.
Figure 21 — SWOT/TOWS for Kay’s ambition.
Strategy and actions
The most obvious strategy is survival because the threats and weaknesses
intersect. She can either put up with the problematic employer, or leave.
Let’s assume that Kay wants to start her own business; the primary
strategy type is Internal Development because the opportunities are there,
but Kay has weaknesses that prevent the opportunity being taken.
A strategy based on Internal Development would be …

A Useful Guide to
SWOT analysis
Page 51
 Raise working capital
The key requirements for cash are …
 To purchase tools (floor scrubbers, vacuum cleaners), materials
(cleaning chemistry, consumables) and other equipment.
 To establish the business as a business — company formation, web
site, telecoms and computing, and so on.
 Reserves to cover cash flow from the period of the first contract
through to being paid.
 Engage a business partner
The key requirements for a business partner are …
 Experience in establishing small businesses.
 Practical experience in complementary services for the cleaning
industry. For example, to seize the opportunity presented by
forthcoming legislation for staff to be trained. So, someone having
training skills would be desirable.
However, these are mechanistic strategic objectives. Because Kay is risk-
averse and is reluctant to take a leap into the unknown, the most important
strategic action is finding emotional support to help her through the first
steps of creating a new business and going self-employed.
 Prepare to go self-employed
This is the most important element in Kay’s strategy. Actions may
include …
 Mentoring to become self-employed.
 Taking the small preparatory steps in advance of resigning from
her employer.
 Seeking support and advice from local business links.
Note that the other quadrants in the TOWS framework have been ignored at
this stage. One cannot have a Growth Strategy unless there is a business to
grow; one cannot have External Development without a business (in any
case, this area has been covered to some extent by some customers
indicating their willingness to engage Kay).
The main point from this case study is that strategy is not mechanical and
must also incorporate the human and emotional aspects.

A Useful Guide to
SWOT analysis
Page 52
Appendix 7 — Case study: Wi-Fi in the Basic Burger Bar
We introduced the Basic Burger Bar in §4.2 where the opportunity to serve
plated food was strategically declined. In this case study, we’ll add a new
aspect to the study — the provision of free Wi-Fi in the restaurant so that
customers can use their own computing devices (laptops, tablets, phones)
to check email, surf the web and so on.
The context needs extending to embrace more of the social culture of the
burger bar, and the purpose needs to be modified.
[Context] The Basic Burger Bar is a fast food restaurant. The duration that
a customer may be in the restaurant is short; from entry, ordering, paying,
eating, clearing and leaving is unlikely to be longer than 30 minutes.
The environment is designed to reflect these short duration visits: The
décor is garish, the noise level is high, and seats are designed for ease of
cleaning not for comfort.
[Purpose] Decide whether to offer a free Wi-Fi service in the Basic Burger
Bar.
[Threat] Loss of Customers: observation of customer attendance and exit
surveys indicate that some are frequenting nearby competitors who offer
free Wi-Fi for their customers to use whilst on the premises.
[Threat] Reputation: risk being seen as out of touch and unattractive to the
mobile computing generation.
[Opportunity] To retain our customers.
[Weakness] Encouraging long-stay customers is inconsistent with the ethos
of fast-food/quick entry-to-departure. There is insufficient table space to
hold the net increase in occupants.
[Weakness] Although central IT skills can undertake the provision, there are
no front-of-house technical support skills. Most staff are not technically
knowledgeable and the jobs have low skill requirements. Giving a customer
technical support would deflect their attention away from their fundamental
job function and be inconsistent with the notion of ‘fast.’
Placing these factors on a SWOT/TOWS diagram could result in something like
Figure 22.

A Useful Guide to
SWOT analysis
Page 53
Figure 22 — SWOT/TOWS for Wi-Fi in Basic Burger Bar.
Strategy review
The main driver for change is to keep customers from drifting away to
competitors. The threat is exacerbated by important weaknesses. The
strategic action is …
 Convert the Threat into an Opportunity — attract the techno customers.
 Convert the Weakness into a Strength — Invest in Wi-Fi.
 And finally to invest in External Development by advertising to inform
their customers that Wi-Fi is available for free in the Basic Burger Bar.
Note that this type of strategy is a Catch-Up action. It is also known as a
‘me-too’ response so that your distinction of being the “laggard” is averted.
It doesn’t provide you with a new feature to distinguish yourself from your
competitors. A Wi-Fi service standard may also be needed, for example to
cover how long a customer may stay connected; and information for
customer self-help when using Wi-Fi in the restaurant would be essential.

A Useful Guide to
SWOT analysis
Page 54
Appendix 8 — Weighting the factors
We’ve tacitly assumed that the factors in SWOT have a basic equality. In real
life this isn’t so; some factors have a stronger impact than others. There are
many methods of illustrating the relative importance of factors. Two popular
ways of representing impact are spider diagrams and bubble graphs. See
the example in Figure 23.
Figure 23 — Example diagrams to illustrate the impact of a factor.
Note — Constructing spreadsheets for this kind of visual display of data
is beyond the scope of this Useful Guide.
There are many methods of assigning relative importance scores, and to
some extent it depends on the purpose of the SWOT analysis. For example …
 Score = agreement × criticality
This approach may be useful in a workshop where gaining
consensus among the participants is a goal. The score is a scalar
value and lends itself to a spider diagram.
 Score = relevance to purpose × importance
This may be useful where multiple factors need to be taken into
account. The relevance and importance position the factor (x and y
axes) on a bubble diagram with the size of the bubble being the
score.
Printing each of the four SWOT quadrants on very large paper such as a
flipchart (ISO A1) is a useful method to gain stakeholder agreement
(buy-in) to the analysis.

SWOT ANALYSIS

More Related Content

What's hot (20)

Similar to SWOT ANALYSIS (20)

More from Soumya De (20)

Recently uploaded (20)

SWOT ANALYSIS