The boundary is inside versus outside
An illustrative analysis tied to a specific objective
SUPPORTS THE GOAL
HINDERS THE GOAL
Strengths • internal
Established support skills Action: use them in the service launch.
Weaknesses • internal
Limited onboarding capacity Action: address the training bottleneck.
Opportunities • external
New demand in the market Action: investigate an underserved segment.
Threats • external
New competing service Action: test whether customers may switch.
Example objective: launch a viable support service. Separate what you can change from what you must respond to.
Conceptual illustration • not measured data