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Technology and
Livelihood Education 10
Contact Center Services
Quarter
1
TLE – Contact Center Services 10
Quarter 1 – Module 4: SWOT (Strengths, Weaknesses, Opportunities and
Threats)
First Edition, 2020

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Published by the Department of Education - Schools Division of Pasig City

Development Team of the Self-Learning Module

Writer: Karen F. Estrada
Editors: Rachelle C. Figuracion, Martha Andrea L. Patco
Reviewers: Rachelle C. Figuracion, Vernette R. Ortiz
Illustrator: Edison P. Clet
Lay-out Artist: Emmanuel D. Ubaldo
Management Team: Ma. Evalou Concepcion A. Agustin
OIC-Schools Division Superintendent
Aurelio G. Alfonso EdD
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Victor M. Javeña EdD
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Teresita P. Tagulao EdD (Mathematics/ABM)

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 Technology and
Livelihood Education 10
Quarter 1
Self-Learning Module 4
SWOT
(Strengths, Weaknesses, Opportunities and Threats)
Introductory Message

For the Facilitator:

Welcome to the Contact Center Services 10 Self Learning Module on SWOT:

Strengths, Weaknesses, Opportunities and Threats!

This Self-Learning Module was collaboratively designed, developed and

reviewed by educators from the Schools Division Office of Pasig City headed by its
Officer-in-Charge Schools Division Superintendent, Ma. Evalou Concepcion A.
Agustin, in partnership with the City Government of Pasig through its mayor,
Honorable Victor Ma. Regis N. Sotto. The writers utilized the standards set by the K
to 12 Curriculum using the Most Essential Learning Competencies (MELC) in
developing this instructional resource.

This learning material hopes to engage the learners in guided and independent
learning activities at their own pace and time. Further, this also aims to help learners
acquire the needed 21st century skills especially the 5 Cs, namely: Communication,
Collaboration, Creativity, Critical Thinking, and Character while taking into
consideration their needs and circumstances.

In addition to the material in the main text, you will also see this box in the
body of the module:

Notes to the Teacher

This contains helpful tips or strategies that
will help you in guiding the learners.

As a facilitator you are expected to orient the learners on how to use this
module. You also need to keep track of the learners' progress while allowing them to
manage their own learning. Moreover, you are expected to encourage and assist the
learners as they do the tasks included in the module.
 For the Learner:

Welcome to the Contact Center Services 10 Self-Learning Module on SWOT:

Strengths, Weaknesses, Opportunities and Threats!

This module was designed to provide you with fun and meaningful
opportunities for guided and independent learning at your own pace and time. You
will be enabled to process the contents of the learning material while being an active
learner.

This module has the following parts and corresponding icons:

Expectations - This points to the set of knowledge and skills

that you will learn after completing the module.

Pretest - This measures your prior knowledge about the lesson

at hand.

Recap - This part of the module provides a review of concepts

and skills that you already know about a previous lesson.

Lesson - This section discusses the topic in the module.

Activities - This is a set of activities that you need to perform.

Wrap-Up - This section summarizes the concepts and

application of the lesson.

Valuing - This part integrates a desirable moral value in the

lesson.

Posttest - This measures how much you have learned from the
entire module.
 EXPECTATIONS

At the end of the learning period, the students shall be able to:

1. know how an entrepreneur should evaluate opportunities and constraints in

the environment and market;
2. understand the purpose of SWOT to make strategic plans in every business
venture; and
3. analyze sample business/ products using SWOT to determine its potential in
the environment and market.

PRETEST

Directions: Encircle the letter of the correct answer.

1. It is a managerial tool used to assess the environment and to gather
important information that can be used for strategic planning.
a. WOTS Analysis
b. SWOT Analysis
c. Survey
d. Scanning
2. This element addresses things that your company or project does especially
well.
a. Strengths
b. Weaknesses
c. Opportunities
d. Threats
3. It is everything that poses a risk to either your business itself or its likelihood
of success or growth.
a. Strength
b. Weaknesses
c. Opportunities
d. Threats
4. This area means what your business needs to improve.
a. Strength
b. Weaknesses
c. Opportunities
d. Threats
5. It is also one of internal resources of a business or company.
a. Customers
b. Economic aspect
c. Political law
d. Social safety
 RECAP
Directions: Re-arrange the letters to reveal words from the previous lesson. Write
your answer on the space provided.

1. Those with the skills and capabilities to see and evaluate business
opportunities.

P E R T N E E R R U N E

2. People who works diligently.

A R W H O D K I R N G

3. Innovates to have an edge over other competitors

C E A R E V I T

4. Trusting in one’s ability

N O C I F D E T N

5. Effective and efficient communication

skills and relates well to people

S S O P E S S P O E E L P S I K L L S

LESSON

To achieve success in any business venture, potential entrepreneurs must look

closely in the environment and market. They must have a keen and watchful eye for
any existing opportunities and possible constraints.

The opportunities within the area are factors to provide businesses to expand
and build additional profit. Constraints, on the other hand, are factors that limit
business development. These unfortunately reduces the changes of generating profit
to the business.

One of the most effective ways to evaluate opportunities and constraints is to

conduct Strengths, Weaknesses, Opportunities and Threats (SWOT) Analysis.
 With the help of SWOT analysis, an entrepreneur can evaluate his/her company
or project, whether two people or 500 people are involved.

SWOT Analysis is a tool used to assess the environment. It is used to gather

significant information for more strategic planning.

Strengths and weaknesses are internal in an organization. They relate to

resources owned by a company that you simply have management over and
additionally the extent of its promotion.

Opportunities and threats exist within the external setting. Opportunities relate
to the market, new technologies, and the external factors like government policies,
climate, and trends. Threats replace what the competitors are doing. It also includes
legal and other restrictions.

 What the business excels at

 Qualities that separates you from
competitors
 Reasons why customers love your
products/company
STRENGTHS
Ex. a strong brand, loyal customer
base, a strong balance sheet, unique
technology, and so on

 Things the company needs to

improve
 Things that make the competitors
better than you
 Resource limitations
 Problems/complaints often received
WEAKNESSES
Ex. a weak brand, higher-than-
average turnover, high levels of debt,
an inadequate supply chain, or lack
of capital.

 Emerging need for your products or

services
 Some external factors that could give
an organization a competitive
advantage
 How to further enhance your
OPPORTUNITIES
product/company for customers’
satisfaction

Ex. competitive advantages, market

share etc.
  Factors that have the potential to
harm an organization
 Things that might disrupt the
company’s growth
THREATS
 Ex. emerging competitors, changing
environment and market resources

Advantages of Conducting SWOT Analysis

1. Identifies what your company does well, where it could improve, and the
opportunities and threats facing your business;
2. Provides a unique opportunity to gain greater insight into how your business
operates;
3. Gives broader view to every entrepreneur the current position of the business
or its product to the industry;
4. Evaluate forthcoming plans;
5. Develop and implement tangible roadmaps and timelines for potential
solutions; and
6. Create mid to long-term strategic planning.

ACTIVITIES

Activity 4.1
Directions: Complete the table below by categorizing the given statements as
Strengths, Weaknesses, Opportunities or Threats.
Note: The sample is based on a fictional computer shop.

Strengths Weaknesses Opportunities Threats

 High-speed internet connection

 Some competitors in the area
 Skilled and knowledgeable staff
 Floor too slippery during rainy days
 Charged customers as time-bases rate
 Not accessible to public transportation
 Increase in rental fee
 Discounts/promos on selected services
 Too crowded on weekends
 Additional branches on some areas

Activity 4.2
Directions:

Let’s say our fictional company “Laz Pee Shop” is one of the leading e-
commerce institutions in the Philippines that facilitates buying and selling of goods
between suppliers and customers.

Analyze and evaluate the Strengths, Weaknesses, Opportunities and Threats of

this type of e-business.

WRAP-UP

Directions: Create your own SWOT Analysis diagram.

In each letter, write few statements showing how you understand the lesson
discussed.

VALUING

Directions: On a piece of paper, write down the reasons why SWOT Analysis is
also important and applicable even on small businesses.
 POSTTEST

Directions: Match Column A from Column B. Write the letter of the correct answer
on the space provided.

Column A Column B
A. Weaknesses
_______ 1. Factors that have the potential
to harm an organization
B. Threats
_______ 2. A tool used to gather information for
strategic planning.
C. Opportunities
_______ 3. Things a company excels at

D. Strengths
_______ 4. Factors that could give an organization
an advantage to competitors

_______ 5. It means factors that needs your E. SWOT

company to improve.
 KEY TO CORRECTION

Increase in rental fee 

skills Some competitors in the area 
Possess people 5. Threats
Confident 4.
Creative 3. areas
Additional branches on some 
Hardworking 2.
services
Entrepreneur 1. A 5.
Discounts/promos on selected 
Recap C 4.
Opportunities D 3.
A 5. Too crowded on weekends  E 2.
B 4. transportation B 1.
D 3. Not accessible to public 
A 2. Post-Test
days
B 1. Floor too slippery during rainy 

Pre-Test Weaknesses

rate
 Charged customers as time-bases
 Skilled and knowledgeable staff
 High-speed internet connection
Strengths

Activity 4.1

References
ONLINE SOURCES

Guevarra et al. “267763691-TLE-ICT-Contact-Center-Services-Grade-10-LM.pdf .”

CourseHero, benjaminrcojr18, accessed June 28, 2020.
www.coursehero.com/file/33409836/267763691-TLE-ICT-Contact-Center-
Services-Grade-10-
LMpdf/?fbclid=IwAR0pfU9n2Exwm9aGSptf3dpcrHn3C0gAIgliN5PPhmSgUXryxka
dmsPbhm8

Berry, Tim. “How to Do a Swot Analysis for Better Strategic Planning.” Bplans Blog, 24
Apr. 2020, articles.bplans.com/how-to-perform-swot-analysis/

Grant, Mitchell. “How SWOT (Strength, Weakness, Opportunity, and Threat) Analysis
Works.” Investopedia, Investopedia, updated 24 Feb. 2020,
www.investopedia.com/terms/s/swot.asp

Shewan, Dan. “How to Do a SWOT Analysis for Your Small Business (with Examples).”
How to Do a SWOT Analysis (with Examples), last updated 20 Apr. 2020,
www.wordstream.com/blog/ws/2017/12/20/swot-analysis.