2Business Analytics PlanBusiness Analytics Plan for BI.docx

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Business Analytics Plan
Business Analytics Plan for BIAM300
Author: Emmanuella Annevil
Date: February 27, 2020
SECTION 1: Company Background and Strategy
1.1 Organization Name
Apple Technology Inc.
1.2. LexisNexis Dossier
1.2 Strategic Positioning Diagram
1.3 Product Innovation
1.3.1 Explanation of Product Innovation Positioning
Apple maintains a strong market presence in regard to product
innovation. They are a market leader in determining what

products and features their customers will want prior to its
existence. Apple demonstrated its innovation abilities through
the development of their iPad and the advancements they
continue to make, not only on the iPad but on other products as
well. The development of the apple watch also demonstrates
their ability to succeed through product innovation. They took
feedback from their customers and continued to improve the
design and feature to meet expectations.
1.3.2 SMART Objective for Strategic Positioning
I would recommend Apple continue their innovation through
artificial intelligence applications to broaden their market
penetration with an initial launch date in 2020. Apple will
increase their revenue through advancements in this sector and
take a 20% market share by year-end 2020.
1.4 Customer Intimacy
1.4.1 Explanation of Customer Intimacy Positioning
Apple excels in maintaining high levels of market presence
when it comes to customer satisfaction. They have a strong
following of customers that will only own Apple products
guaranteeing a certain level of revenue. Even with their high
product prices, compared to their competitors, they are still able
to achieve customer loyalty. Customer loyalty is a vital concept
for Apple as this strengthens their brand equity that is already
known worldwide
1.4.2 SMART Objective for Customer Intimacy
I would recommend Apple to utilize their customer feedback to
improve the functionality of MAC computers to increase sales

in 2018 by 10%. The sale of their MAC computers is lower than
competing brands. Their computers are high priced however
offer less compatibility with outside services making them less
popular with the overall consumer. Excelling in customer
satisfaction in all products offered by meeting and exceeding
customer expectations will ensure a stronger customer following
further solidifying their brand image in the technology market.
1.5 Operational Excellence
1.5.1 Explanation of Operational Excellence Positioning
Operational excellence is the ability of an organization to be
efficient in their production process and delivery services.
Apple succeeds in this discipline are as well. They have an
exceptional in-house design system that has only one focus.
They have an entire team dedicated to designing new products
with that being their only focus and job from start to finish.
This method allows for a streamlined process, as it does not
travel through various departments allowing for
miscommunication and delayed response times. They also
outsource many of their production processes for parts and other
components to dependable partners that will ensure the process
runs smoothly with little error.
1.5.2 SMART Objective for Operational Excellence
I would recommend bringing in 30% of the product development
process in-house and a goal to reduce production costs from this
change by 5% by first quarter 2019. This allows additional
control from a quality perspective and higher production
efficiencies thus cutting costs. Another benefit of bringing
development and production in-house is reducing the level
innovation leaks to their competitors. While Apple has their
suppliers sign non-disclosure agreements that do not mean they

do not release valuable information to the competition.
Section 2: Critical Success Factors (CSFs) and Key Performance
Indicators (KPIs)
2.1 CSFs and KPIs for Product Innovation
2.1.1 Product Innovation CSF #1
Strategic factors include the existence of an innovation strategy
that details how a company will compete within its competitive
environment by means of its new product and service
development plans.
2.1.1.1 KPI #1 for Product Innovation CSF #1
The effectiveness of an innovation strategy can be evaluated by
the extent to which supporting structures and systems are
aligned to the strategy and the degree to which innovation
objectives succeed in meeting the strategic objectives of the
company.
Best practices for strategic innovation initiatives usually
include investments in Research and Development (R&D). R&D
spend was found to be useful for products but not service
industries.
2.1.2 Product Innovation CSF #2
An efficient product development process is critical to
innovation.

An efficient product innovation process is described as formal
processes that contain stage-gate processes where the product
development process is separated into distinct stages with
milestones, checkpoints and stop/go decisions (Cooper, 1990).
The speed of innovation has been shown to improve customer
satisfaction and quality (Adamset al ,2006). Innovation speed is
measured as duration, speed and performance against schedule
(Cebonet al, 1999; Chiesaet al , 1994). Unused capacity or slack
resources were determined as another prime indicator
of innovation.
2.2 CSFs and KPIs for Customer Intimacy
2.2.1 Customer Intimacy CSF #1
Apple tends to listen to their customers feedback and concerns
and utilize the data to better their products and services while
releasing more than one version of a product, that way their
customers have options based on their needs and wants.
.
2.2.1.1 KPI #1 for Customer Intimacy CSF #1
Revenue Generated: These KPIs will also be used by Apple to
solve the problem. Apple is the 2nd largest IT firm after
Samsung based on revenues. Revenue was raising beginning in
2004, but the flattening growth trajectory being witnessed is an
indication of diminishing growth

Providing consumers with quality products will assist Apple to
maintain the high-profit level. The more consumers get
satisfied, the more they will purchase Apple’s products. Apple
will thus use revenue as KPI to manage quality.
2.2.2 Customer Intimacy CSF #2
Building brand equity one customer at a time results in a strong
market reputation that will lower your ongoing marketing and
sales costs. People discuss the things they like and people they
trust with friends and business associates. This will serve the
company well as new customers are engaged.
Consultative solution-based selling model. Consultative selling
requires a sales force that does not look at the customer simply
as a paycheck and a delivery team that is highly competent and
focused on producing measurable results.
Building brand equity one customer at a time results in a strong
market reputation that will lower your ongoing marketing and
sales costs. People discuss the things they like and people they
trust with friends and business associates. This will serve the
company well as new customers are engaged.
2.3 CSFs and KPIs for Operational Excellence

2.3.1 Operational Excellence CSF #1
Focuses on quality not quantity
2.3.1.1 KPI #1 for Operational Excellence CSF #1
Supply Chain Management: Apple can also use SCM as a KPI to
manage quality. Its supply chain entails raw material suppliers,
producers, intermediaries (wholesalers-retailers) and end
users/consumers.
Communication metric is also important in SCM since effective
SCM help check whether the needs of customers are met
through effective communication amongst all key stakeholders
(Samsonowa, 2012). Apple SCM will help determine business
success if it can help Apple communicate effectively with its
stakeholders to identify what consumers want. Where
customers’ needs are reflected in the finished products,
communication within SCM is effective.
2.3.2 Operational Excellence CSF #2
It’s far crucial to be careful with the emphases placed on
essential fulfillment aspect and how rewarding humans are
entails in accomplishing them.
Employee Satisfaction: Employee remains critical assets to
Apple based on the operational nature they undertake. Some
jobs are technical and hence require specific employees with
some specialty and experience levels. Thus, it would be
detrimental if Apple was to lose such employees (Zylla-

Woellner, 2013).
Apple should also analyze rates of staff turnover where high
rate denote dissatisfied workers. Apple can use employee
participation level in improvement activities where high level
indicates satisfied workers.
Section 3: Analytics Dashboard Examples
3.1 Example Chart #1
Chart #1 Explanation:
I choose the last 4 years worth of sales to show how sales has
increased. Even more surprising is how fast Apple’s services
revenues have taken off. Just three years ago, in Q4, 2016, the
company reported $6.3 billion in Services revenue, roughly half
this quarter’s number. The Q4 2019 services revenues were up
18 percent from the same quarter a year ago. And in fact, on a
year-over-year basis, the company has been able to grow
services revenue every quarter since the start of 2016.
"We concluded a groundbreaking fiscal 2019 with our highest
Q4 revenue ever, fueled by accelerating growth from Services,
Wearables and iPad," said CEO Tim Cook. "With customers and
reviewers raving about the new generation of iPhones, today's
debut of new, noise-cancelling AirPods Pro, the hotly-
anticipated arrival of Apple TV+ just two days away, and our
best lineup of products and services ever, we're very optimistic
about what the year has in store."

3.2 Example Chart #2
Chart #2 Explanation:
The iPhone has been Apple’s biggest product for many years
now, and Apple has leveraged it to become the first trillion-
dollar company. But things are starting to change. In Apple’s
recent earnings call, the company said that it would no longer
break out unit sales of the iPhone or its other products.
Many services are subscription based; they don’t depend
on people upgrading a device or making an impulse purchase,
but rather bring in money every month. This is the case for
iCloud storage, Apple Music subscriptions (though you can
subscribe for 12 months at a time), and the coming video and
Apple News services. Against falling iPhone sales in countries
like China and India and flat sales overall, services growth,
while it won’t replace lower iPhone revenue, will prop up the
company.
Section 4: Business Analytics Center Location and Projects
4.1 Business Analytics Center Location
I believe the BA center should be centralized because the
centralized structure is where few people create many of the
decision in an organization. The centralized model is much
considered in competitive in institutions where business
specializes in the same commodities to their competitors. The
centralized model ensures that the top management in a Apple
has total regulation on training and the goods they produce. It
provides benefits of standardization of commodities, reduces
costs and exchange of excellent techniques. Also, it makes sure
there is consistency in production, and there is a proper use of

limited assets.
The BA center should report to the company’s product manager.
It is important to get then product managers involved because
they are accountable for building products with the team in
order to achieve main business objectives and solve customers’
needs, they are responsible for the speed and quality of the
team’s decisions to maximize impact.
4.2 Business Analytics Projects
4.2.1 Project #1
4.2.1.1 Analytical Question: What reason would you consider in
switching out of Apple product?
4.2.1.2 Information Source(s): Customer Survey
4.2.1.3 Analytical Method:SWOT Analysis
4.2.1.4Benefits:SWOT analysis is one of the most popular
business analysis techniques followed in the industry.
Furthermore, it is easy. It is an enterprise level analysis
technique and not only limited to business analysis. It could be
used at any stage of the project if the unit needs it and most of
the people know it.
4.2.1.5Strategic Value: If Apple tends to listen to their
customers feedback and concerns and utilize the data to better
their products and services, they build a lifelong relationship
with their customers. Moreover, Apple releases more than one
version of a product when released, that way their customers
have options based on their needs and wants.

4.2.2 Project #2
4.2.2.1 Analytical Question:Will providing consumers with
quality products assist Apple to maintain the high-profit level?
4.2.2.2 Information Source(s): customer surveys, market
research
4.2.2.3 Analytical Method: Business Intelligence
4.2.2.4Benefits: It will benefit Apple through faster and
accurate reporting, planning or analysis, and better business
decisions. It will also help Apple have increased employee
satisfaction and data quality. BI also has helped Apple reduce
costs, boost revenue and decrease IT headcount.
4.2.2.5Strategic Value: Concentrating on internal growth by
developing new products for the markets that they have already
established and by finding new markets for their current
products. For example, Apple created a new market for their
Macintosh computers by pushing them into the education market
and creating their mark among students and teachers.
References
Form DEF 14A. (January 6, 2017). APPLE INC. Retrieved
from https://advance-lexis-
com.proxy.devry.edu:5443/api/document?collection=company-
financial&id=urn:contentItem:5MJW-4JW1-F03F-X3HX-00000-
00&context=1516831.
Laursen, G., & Thorlund, J. (2020). Business analytics for
managers taking business intelligence beyond reporting.
Hoboken, N.J.: Wiley.

Samsonowa, T., (2012). Industrial research performance
management key performance
indicators in the ICT industry. Heidelberg: Physica-Verlag.
Sullivan, J. (2015, July 01). Apple's Big Strength: Operational
Excellence. Retrieved January 15, 2020, from
https://www.fool.com/investing/general/2015/06/30/apples-big-
strength-operational-excellence.aspx
Zylla-Woellner, J., (2013). Business Analysis of Apple Inc.
München: GRIN Verlag
Running Head: APPLE INC. CSF AND KPI
1
APPLE INC. CSF AND KPI 6
Apple Inc. KPI and CSF
Miguel Canales
Joylene Hall
BIAM300
March 24, 2020

Critical Success Factors
Apple Incorporation is a multinational firm whose success is a
factor of smart goals which include consumer intimacy,
operational excellence as well as strategic plans that are used in
product innovations(Bergeron, 2017). For the three objectives to
be achieved, it is advisable that the firm uses the critical
success factors to evaluate the overall performance of the firm.
Product innovations
For Apple Incorporation to succeed in its critical success
factors, it has to see to it that they maintain a particular routine
over time. At first, the management has to remain committed to
its mission as well as the overall daily operations of the firm.
Commitment goes further beyond constant motivating the
subordinates to seek new methods of doing activities. There are
many innovations that are continuously taking place, and the
management needs to see to it that the competitive advantage of
the company is maintained(Khalek & Mohamad, 2018). Another
critical success factor that is crucial in the sector pf product
innovation is continuous improvement. This entails
development in terms of skills and changes in the company.
With the onset of new methods of marketing and customer
satisfaction, it is clear that the managers need to continually
upgrade in their ways of doing many things over time. This is
an attribute that needs to be continuously developed over time
to see to it that the overall performance of the firm consistently
improves(Khalek & Mohamad, 2018).
Consumer intimacy
Customer satisfaction is another attribute that needs to be
considered overtime. In order to maintain the overall image of
the firm to the existing as well as the potential customers,
communication within the firm and outside the firm is
necessary. Communication is the means of exchanging ideas as

well as learning the trends in the market place. In short, it gives
a blueprint of the direction of the market and also the emerging
trends in consumer preference(Khalek & Mohamad, 2018). The
other critical success factor that needs to be considered is the
quality data as well as reporting. When the information gave is
regularly inspected. The output of the firm will be of high
quality always. It is the quality of the technological products
that will see to it that many customers continuously purchase
from the company.
Operational excellence
For the operations of Apple Incorporation to be a success in
many days, it is crucial tosee to it that the actions of the
company are maintained in the long run. There are many
attributesthat need to be considered overtime, like training and
educating the employees. The workers are the single, most
valuable assets on the firm who are responsible for the everyday
activities of the corporation(Appleton, 2017). With the relevant
training as well as education on various aspects, they perform
with enthusiasm and are willing to partake in other ventures that
will be helpful to the firm. Another critical success factor that
improves the operational excellence of the firm is staff
orientation. This ensures that the overall objectives of the firm
are met and that every employee is responsible for his or her
obligations; orientation is paramount(Appleton, 2017). It does
not only familiarize the employee with fellow members, but it
also guarantees them what is expected of them in the long run.
Key Performance Indicators
For the critical success factor to become a success, there are
strategic key performance indicators that are required to make
the entire process a roaring success over time. For the sufficient
commitment of mangers, it is essential for operating cash flow
as well as working capital to be considered overtime. The
operating cash flow will show the ability of the firm as well as
its stakeholders to pay for purchases as well as the operating
expenses. It indicates the life of the business over time. On the
other hand, working capital is necessary for showing the rate at

which the current liabilities will be covered by the available
money over time(Appleton, 2017). The other key performance
indicators are the current ratio and also the debt to equity ratio
that is essential in continuous improvement. The current rate is
very crucial in illustrating the preparedness of Apple to meet
the daily financial obligations for an extended period of time. It
also enables constant improvement by maintaining the right
level of credit rating over time that is needed to expand the
firm. On the other hand, the debt to equity ratio is essential for
showinghow efficient the shareholder's investment is being used
in the growth of the enterprise over time(Bergeron, 2017).
The other key performance metric is the line of business
revenue versus target. This helps in consider satisfaction in the
long run. It indicates how efficiently a particular department is
operating over a period of time. An excellent operational
department is good for customer satisfaction over time. This can
also be improved through a line of business expenses versus
budget that outlines the relationship between institutional
operations and the available financesover time(Appleton, 2017).
Quality informationis also improved over time through accounts
payable turnover and accounts receivable turnover over time.
The reports payable turnover is very crucial in outlining the
period that is required to pay the suppliers. This maintains the
quality ofthe firm over time. The accounts receivable turnover,
on the other hand, shows the rate of collecting accruals from
customers.
To ensure that operational excellence is maintained, proper
training, as well as education, is critical. To seed hat, this is
effectively done; customer satisfaction and lifetime value are
crucial. The net promoter score indicates the extent through
which customers are satisfied while lifetime value is the
personal and corporate growth that is received in the long run.
The orientation of the employees is the other critical success
factor that needs to be enacted for the success of the workforce
in Apple incorporation(Bergeron, 2017).The key performance
indicators that complement orientation is the revenue overview

and the recurring Revenue Metrics. These two variables show
the trends in profits overtime in the company. A positive
response is an indicator of good teamwork as well as orientation
in the company.
References
Appleton, L. (2017). An Overview of Key Performance
Indicators. Libraries and Key Performance Indicators, 61–72.
DOI: 10.1016/b978-0-08-100227-8.00009-1
Bergeron, B. P. (2017). Key Performance
Indicators. Performance Management in Healthcare, 39–52.
DOI: 10.4324/9781315102214-5
Khalek, A. A. M. B. & Mohamad, M. N. B. (2018). Critical
Success Factors for Effective HACCP systems. International
Academic Journal of Innovative Research, 05(02), 37–46. DOI:
10.9756/iajir/v5i1/1810014
Running Head: APPLE 1
APPLE 8

APPLE
Business Analytics Plan for BIAM300
Author:
Date: March 16, 2020
SECTION 1: Company Background and Strategy
Organization Name
Apple Inc.
1.2. LexisNexis Dossier

Strategic Positioning Diagram
Product Innovation
Explanation of Product Innovation Positioning
In Apple Company, the main aspect behind its growth is product
innovation. The main two factors for the success of Apple
Company is creating ideas as well as testing their products.
Without the several innovations that the company implement the
company will still grow since it has loyal customers that use
their existing products. The organizations might not consist new
clients, so that they can get new clients they need to develop
new ideas. Development and research are the main key
performance indicator that are advantage to the company.
Carrying out research to find out what kind of products the
clients need and providing the exact products that people need
is what improve the organization strategic position. Researching
on what type of products the market need will assist Apple
Company to develop products needed by their customers.
Assessing the company additional Key Performance Indicator
under the current innovation is what offers advantages to the
organization (Elmansy, 2016).
SMART Objective for Strategic Positioning
The most relevant section in product innovation is the testing of
the products. Ensuring that products and that the products are
operating properly is an important factor for the organization
business to improve. The technology is the main strategy is the
main performance indicator that assist to meet their objectives.
Coming up with a state product art to maintain their clients
happiness and ensure that they expect for the company to come
up with new and well improved products. Through coming up
with technology that is easy and dependable to utilize will be an
advantage to the organization all the products need to be made
with the inclusion of the client and what the client will require.
Having the clients to test the company products is also an
important thing that the company should practice (Elmansy,

2016).
Customer Intimacy
Explanation of Customer Intimacy Positioning
Another necessary section of Apple organization is the client
intimacy. Customer intimacy is mostly concerned on the
understanding of client problems. It is important that the Apple
Company understand the client wants before the clients, either
to be a new product or to be an improved product. Apple
Company is organizing their products in the need of client’s
need. Since Apple Company have more loyal clients, it is an
evidence that the company offer relevant products to their
clients. Tracking the client’s incidents as the key performance
indicators that is utilize in this region. The Apple Company
provides several way to offer assistances to the clients when
there is an issue with some of their products.
SMART Objective for Customer Intimacy
What assist Apple organization is having diverse clients that
come up with product that is mostly personalized based on the
client experiences. Apple organization operates the client’s
complaints and checking up with the client complaints keep the
Apple organization in top of most of the products issues. The
company do this through the call center viewing the clients call
center and the complaints presented on social media platform
concerning their services and products. Sharing, understanding
and offering the solution for the problems to assist the Apple
organization to create a good experience for the customers and
to maintain them loyal (Pip, 2017)
Operational Excellence
Explanation of Operational Excellence Positioning
The operational excellence might seem to be the least profitable
section of an organization, but the organization play a very
necessary role in the organization’s business strategy. The
company always try their best to ensure that their products are
available to their clients when they required it. Though the
organization do not require to over stock the yields, so that the
company does not end up with too much product of their stock

than what the company had sold. Gathering information, the
KPI that is utilized in this region would mostly be gathering
information on what the client are willing to buy. For instance,
iPods are staffs that every individual wanted to have several
years ago, and the company had several million of those
products to offer to meet the needs of their clients. The
introduction of iPods made Apple company one of the major top
organization in the field of technology. However, making iPods
in the current market will result to the organization to having
too much inventory that is not currently on use that might result
to losses (McIntyre, 2017).
SMART Objective for Operational Excellence
Apple Company training workers is another business strategy
impact their operational excellence. Ensuring that the workers
are trained not just to understand the products that the company
deals with but also to understand how the products operate so
that they are in a position to offer solutions to most issue that
arise in the company. This will assist the works feel improved
and satisfied with the organization brand. The KPI operating,
tracking and monitoring operations would be the worker
satisfaction.
References
Bhasin, H. (2018). SWOT analysis of Apple Inc. Retrieved from
https://www.marketing91.com/swot-analysis-apple/
Elmansy, R. (2016, April 07) Design Thinking Case Study:
Innovation at Apple. Retrieved from
https://www.designorate.com/design-thinking-case-study-
innovation-at-apple/
Greene, A. (2018, May). Customer intimacy: How to maintain it
at scale. Retrieved from
https://www.helpscout.com/blog/customer-intimacy/
Laursen, G., & Thorlund, J. (2016). Business Analytics for
Managers: Taking Business Intelligence Beyond Reporting (2
ed.).

http://dx.doi.org/https://bookshelf.vitalsource.com/books/97811
19302537/epubcfi/6/18%5B%3Bvnd.vst.idref%3Dc02%5D!/4/2/
8/6%5Bc02-para-0011%5D%400:24
Lund, E. (2017, August 11). What Small Business Owners Can
Learn from Apple's Current and Former Mission Statements.
Retrieved May 19, 2018, from
https://businessingmag.com/5252/strategy/learn-from-apples-
mission-statement/
McIntyre, H. (2017, August). Apple is still selling iPods, but
why? Retrieved from
https://www.forbes.com/sites/hughmcintyre/2017/08/17/apple-
is-still-selling-ipods-but-why/#6dcab58b51f7
Seth, S. (2015, September 03). 10 Major Companies Tied to the
Apple Supply Chain (AAPL). Retrieved May 20, 2018, from
https://www.investopedia.com/articles/investing/090315/10-
major-companies-tied-apple-supply-chain.asp
Pip. (2017, May 10). Customer intimacy as a competitive edge.
Retrieved from http://www.brandhook.com/customer-intimacy-
as-a-competitive-edge/
Price, R. (2015, February 19). What is Operational Excellence
and How is it Measured? Retrieved from
https://www.eonsolutions.io/blog/what-is-operational-
excellence-and-how-is-it-measured

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