Required:

1. Conduct a SWOT analysis for the new Hal’s Woodworking online business. You can use

the information in the case narrative, your personal knowledge of the retail hardware and

tool industry, and information you obtain by following the Web Links or doing independent

searches of the Web as you conduct your analysis. You should create a diagram similar

to Figure 1-12 to summarize your SWOT analysis results.

2. Based on your SWOT analysis, write a report of about 400 words that includes a summary of your assumptions and a list of recommendations for Hal’s Woodworking. The

recommendations should be specific and should address the content that the Web site

should include, the features that Hal should make available on the site, and how Hal’s

Woodworking might overcome any of the weaknesses or threats you identified in the

SWOT analysis.

Chapter 1

C2. Hal’s Woodworking

Hal Donovan started an ordinary hardware store, named Hal’s Hardware in Sandusky, Ohio, in

1978. He had been working during his summer vacations from college for a long-established

hardware store and decided he liked the business. Hal’s Hardware developed an excellent reputation as a friendly neighborhood store. The store managers are all active in the community

and the store regularly sponsors youth sports teams and supports local charities. When hired,

salespeople go through a comprehensive training program that includes skill training in the

areas of the store in which they will work (plumbing, electrical, power tools, flooring, garden, and

so on), and they are trained in customer service skills. As a result of this focus on service, Hal’s

Hardware became a community gathering place.

Hal offers classes and workshops for the homeowner and hobbyist three evenings each

month and regularly schedules seminars for professional customers on weekday mornings.

Many of these workshops and seminars are underwritten and taught by manufacturers to promote their products, but an increasing number are being created by Hal’s Hardware staff

members.

In recent years, Hal has become more and more worried that the business is no longer

growing. The store is facing increasing competition from hardware chains such as Home Depot

and Lowe’s. These national chains have opened many new stores, and they are larger, carry

more items, and offer lower prices on some items. The competition is fierce; for example, Hal’s

Hardware closed its lumber department because of this competition. The national chains buy

lumber in such large quantities that they can offer far lower prices. Hal was unable to earn a

profit when matching the large competitors’prices, and the lumber operations consumed a large

amount of store space.

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Hal was worried that this sort of problem could develop in other departments, so he began

looking for ways to add value to the customer experience, especially in ways that the national

chains were not willing or able to do. For example, Hal believes that most people want to try

out a new power tool in person before they spend hundreds of dollars on a purchase. Thus,

Hal’s Hardware created a tool demonstration area staffed with salespeople who are experts in

power tool operation. For each major type of power tool (drills, power saws, joiners, grinding

tools, and so on), Hal created a small booklet of hints for using that type of tool. Hal’s salespeople give these booklets to customers as free handouts. They also sell Hal’s own low-cost

instructional DVDs.

Hal’s Hardware currently has a Web site that includes information about the company and

some store information, such as directions to the store and hours of operation. Hal is thinking

about expanding the Web site to include online shopping. He is hoping that customers might

find the Web site to be a useful way to order items, see whether items are in stock at the store,

and comparison shop among different brands of a particular item. Hal is also hopeful that the

Web site can reach customers who are not located near the store.

Hal has been talking with Sarah Johnson, his most senior store manager, about his idea for

adding online sales to the Web site. Sarah has been with the company for 20 years and has

v>organized a number of the classes held on Saturday afternoons in the tool demonstration area.