Fix 4 Less is a company for cellphone repair The business of

Fix 4 Less is a company for cellphone repair. The business offers variety of services such as refurbishing the screens, selling the parts online (amazon, eBay and bonanza), retail store for walk in customers and mobile repair services for those who don\'t have time to leave their homes or works. Business would like to add one more service which is selling the parts wholesale to other retail stores in the same market. After everything is settled business is planning to sell franchise nationwide. I need Barriers to Entry, Core Competencies, SWOT Analysis, and KPI’s for the company.

Solution

Mobile servicing companies has become an important business as the mobile phones have become an integral part of human life. Most of the people around the world use mobile phones which has increased the significance of cell phone repair companies. Hence Fix 4 Less can explore great opportunities in this field. Let us check what the barriers to entry, Core Competencies, SWOT Analysis, and KPI’s for the company.

The main barrier to entry can be the competition from existing mobile repair companies in the market. As the smart phones are very costly devices people prefer giving for service to only trusted companies. The customer loyalty towards existing brands is a barrier and Fix 4 Less has to adopt strategies involving cost reduction to overcome the barrier of brand loyalty. Another barrier can be the capital cost that Fix 4 Less need to raise to start the business and it would be high in the initial stages as they need to set up the necessary equipments as well as the parts.

Core competencies of Fix 4 Less include the variety of services offered by the company. The main attraction is that people can avail the services from home. The company has retail stores also for the customers who want to visit the store for repair. The online business of cell phone parts would help to add more customers as most of the customers prefer buying items online. The ecommerce websites like Amazon and eBay are used for most of the online purchases and once they receive good rating from customers it is very easy to market the products and services among the public. These facilities would help to attract more customers and once they position in the market they can start their franchisee nationwide.

The strength of Fix 4 Less include the high labor cost in the for the repair services which would help to make more profit. Another strength is the low cost of the parts when they buy the parts as bulk. One more strength is the employees who are highly skilled to repair any issues that may arise with the smart phones.

The weakness is that customers are unfamiliar with the company as it is new to the market. The profit depends upon the number of request they receive for repair and it is very difficult to get business for higher end phones when the company is new to the market. Another weakness is the fewer infrastructures available to train more employees.

Opportunities include the increased use of cell phones and as the sale of the cell phones increases the opportunity for Fix 4 Less also increases. Another opportunity is to expand the business nationwide by selling franchisees and adding new service of selling the parts wholesale to other retail stores in the same market.

The threats include the competitors in the industry with high brand value and customer loyalty. It is difficult to overcome these advantages and position in the market. Another threat is the challenge in ensuring the availability of part for all the cell phone brands. If there is shortage of parts it may lead to customer dissatisfaction.

The KPI for Fix 4 Less are customer satisfaction, first time fix rate, SLA compliance, fulfillment of the parts requested and percentage of parts ordered. The higher customer satisfaction indicates that Fix 4 Less is performing well and the customer loyalty increases giving more business to the company. First time fix rate indicates the percentage of repair requests that are solved in the first visit of the technician and as it increases the company efficiency also increases reducing further cost. Increased SLA compliance ensures that request for repairs are done within the time agreed by the company. The availability of parts ensures the request for parts are fulfilled and higher fulfillment ensures the company success in parts business. The percentage of the pats ordered by the technician should be minimum and it helps to understand the capability of technicians to identify the problems and reduces the chance of ordering wrong parts.