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Comm1180 Final Exam
Comm1180 Final Exam
TERM 3 2021
COMM1180: Value Creation
5. Total marks available: 68 marks. Final Exam Part I examination is worth 34% of
the total marks for the course.
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INSTRUCTIONS:
Answer ALL questions in the same Word document and identify clearly which question each
answer belongs to. Please note the word limit as any words over the word limit will not be
reviewed in the marking process. REMEMBER it is about the quality of your response; you
will NOT need to write to the word limit for full marks.
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To monitor the creation value for their key stakeholder, Escargot uses the following
performance measures:
Shareholder value
Deliver long-term returns to Return on equity Daily profit per day per office
shareholders
Customer value
Deliver high quality delivery Customer satisfaction rating Average no. of deliveries
services on quality of delivery service. made per day
Employee value
Attract and retain capable Average customer ratings Employee turnover rate
talent to deliver results to of delivery staff.
stakeholders
Recently, Escargot’s CEO has noticed that the “customer satisfaction rating on quality
of delivery service” has gone down and a few customers have complained that their delivery
personnel were seemed to be in a rush and were not willing to provide furniture assembly
services.
Question:
a. For each value creation goal, identify and discuss the potential problems with the
corresponding measures. (9 MARKS 200 WORD LIMIT)
b. For each problematic measure identified in (a) provide one alternative measure.
Explain your answer. (9 MARKS 200 WORD LIMIT)
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