INTRODUCTION

Good morning, everyone!

We are group 4 presenting to you “A root cause analysis of apple’s general service, market, and product
review”

STATEMENT OF OBJECTIVES

We have three Statement of objectives here.

• to mitigate the adverse effects of customer dissatisfaction on Apple's profit.

• to solve the root problem that gave rise to the sub-issues.

• Lastly, to promote continuous development in products for customer satisfaction.

PROBLEM STATEMENT

-By having survey results, we discovered the root cause problems of various difficulties in the internal
business processes of apple. In addition to that, aside from the internal business process but we also
include the satisfaction and dissatisfaction of the consumer about the products and performance of
apple.

- We also include not only the customer services of the apple’s review but we also indicated the
performance of the product. Hindi lang naman nagmamatter yung product ni apple but also yung
customer services nila. some of there products is good but their customer services are poor. And there
has a problem anymore that needs to be addressed to make changes and to be more effective.

ALTERNATIVE COURSE OF ACTION (ACA)

ACA 1

1. Create a customer and market response team to collect and analyze customer feedback/reviews—a
PR team to manage connections and promote transparency and customer-company touchpoints for
the customer to reach out to the company quickly.

To elaborate the ACA 1, By having the customer and market response, PR team and customer-business
touchpoint can build a strong relationship with the media, customers, and/or internally. Through
increasing the visibility of the products and services, assist with sales process, and can create a more
positive brand image in the mind of the consumers that provides an alleyway to better engagement for
apple’s.
1) INSPIRATION ABOUT THE TITLE
- For me the inspiration why we come up to this title because this is not the first time po na
ginamit namin si apple on this subjs but the previous activities po kasi maka apple na yung
group namin and we got perfect score po doon. I guess isa na rin yun sa dahilan or
motivation namin.
- Aside from that po because of the massive popularity of apple’s for today in phone
technology and become the best-selling for the years straight in the market. So madaming
reviews kaming makakuha about iphone po. Not only for the performances of the product
but also the customer services din po ni apple.
- Kaya yung title namin not focus on 1 specific area. We focus on 3 areas such as general
service, market, and product review.
2) WHAT COMPLAINTS THAT NEED GAWAN NG ACTION PLAN
- For me po, upon having a survey result matter the most is yung dissatisfaction ng product to
the customer specifically the battery health. But eventually hindi siya nabibigyan ng focus
for improvement because Apple has its flaws and weaknesses; and apple has no
organizational function for collecting customer feedback, customer concerns, and public
relations team. Hindi nakakarating for the upper position yung review/complaints ng
customer kaya walang changes and action for that. There has a problem in the internal
business process.
-
- As a result, those issues must be addressed in order to bring about changes and
improvement In the internal business process. To keep their consumers, and they must
strive for continuous improvement.