Business Analysis

Report- Apple
• Apple is a multinational
electronics and computer
software company, having
products like iPhone, iPad,
Mac, Watch, TV, and Music.
• We have to indicate an
organizational problem and
solve it through a business
process.
• Here the problem is customer is facing an issue regarding
iCloud account & sign in, when he called at customer service
center, he wasn’t guided properly upfront.
• This indicates a serious problem because if customer doesn’t
get that kind of resolution then he can be disappointed and
company can lose that customer eventually.
• An iPhone using customer is facing problem of iCloud Account
& Sign In. Taking the problem into consideration, customer
called the customer services. After receiving the call, the
representative guided customer upfront but due to lack of
product knowledge the representative had not been able to
guide properly due to lack of product knowledge.
 SWOT Analysis
•After diagnosing of business problem, we can move forward to indicate the Strengths,
Weaknesses, Opportunities, & Threats, which is generally called SWOT Analysis.
•Analyzing these entities can be very difficult because some of the data of a company is
confidential which can be necessary for this analysis.

Strengths Opportunities
Cooperative support system Digital Transformation
Good communication Advanced Level High Quality Products
Feedback
Weaknesses Threats
Poor product knowledge upfront Competitive Market
Dependency factor Customer Dissatisfaction
Miscommunication
 

•
 Chief Executive
Officer

Senior Vice
President

Human Resource Finance

Hardware Team Software Team Vice Presidents
Manager Manager

Environment,
Marketing Hardware
Recruitment UI Designs Policies & Social
Communication Technologies
initiatives

Staff Software as a
Retail
Management service

Customer
Supports
Stakeholders Map

Customer PT Society

PM HD

CSR CST TT

Customer
Support System
Context Diagram
Model Business Use case
Model System Use case