Laboratory Swot Analysis

ABSTRACT
A strategic objective of any laboratory is to meet the needs of the customer base. A proper operational plan needs to be structured by every medical laboratory on how they will meet this objective. Communication with customers is very important in maintaining a good customer service. Listen to customers’ needs, complaints and complements. Complaints are a gift as they help the manager to know where things went or are going wrong. Managers often have to deal with the most difficult situations in the workplace and are given a significant amount of responsibility for resolving these situations. Some of these difficult situations may affect the main customers and is of utmost important for the laboratory manager to deal with them.
The

The manager has to make a record of all strengths they have in the laboratory as a whole. The strengths are the good things that the laboratory does well. The lab manager should also make a note of the company’s weaknesses – this will persuade the laboratory as a whole in producing a good customer service. The lab manager also has to list all the opportunities (positive external environmental factors) and threats (negative external environmental factors).

Communication with customers
Description
A good laboratory manager should always speak with his customers, especially the customer base, i.e. those that are the main sources of revenue of the company. Communication is a very important for producing a good customer service. Having good communication skills towards the customer base will even attract more customers to the laboratory. The manager has to continuously communicate with customers about the service they are offering to the community. Communication can be in the form of phone calls, emails and meetings. In addition, a company website can be created where customers can communicate with the laboratory

All customer complaints are to be dealt by the laboratory manager as soon as possible, to maintain a stable business relationship with the customers. The manager has to remain calm when dealing with customer complaints, even when they become confrontational. Comprehensive records of all customer complaints, from the initial problem to the eventful solution, should be kept by the manager. This may also help the manager learn a few things regarding their customer service (Ciotti, 2016).
Customers should know that laboratory manager appreciates any form of feedback. Confirm the validity of any complaint and then offer a solution. Well-addressed complaints can benefit the laboratory as a whole. Good managers learn to see complaints as an opportunity to build strong lasting relationships with customers and to improve the customer service.
Any complements from the customers should be noted, recorded, and the manager should appreciate this form of customer feedback. These complements will contribute towards the strengths the laboratory has as a whole. Thus, they will form part of the SWOT analysis.
Timeframe/