Which is the best assessment method for the service provider to use?
A service provider has a good reputation for delivering services to a fast-changing market in which consumers find it easy to switch providers in response to social trends. The service provider wants to perform an assessment to identify how to improve its services and maintain their competitive position in the market. Which is the best assessment method for the service provider to use?
OPTIONS
- Customer and user satisfaction analysis
- SWOT analysis
- Maturity assessment
- SLA achievement analysis
ANSWER
SWOT analysis
EXPLANATION
A SWOT analysis will assess external factors influencing the service provider and identify them as opportunities and threats. The strengths and weaknesses will allow the organization to understand whether it has the resources and capabilities to make the necessary changes to maintain its market position. Strengths and weaknesses are internal factors that impact the organization’s ability to progress towards its objectives. Threats and opportunities are external factors that are outside its control, but which must be considered when planning changes and improvements.
