SOLUTION: Yeshiva University Quality Management Final Exam


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COLLEGE OF BUSINESS ADMINISTRATION (COBA)
BACHELORS OF BUSINESS ADMNISTRATION
ACADEMIC YEAR 2019-2020
SUMMER SEMESTER
TYPE OF ASSESSMENT: FINAL EXAMINATION
DATE OF ASSESSEMENT: _

_SATURDAY, 4TH JULY 2020___

COURSE CODE& TITLE :

SECTION :

INSTRUCTOR :
CAMPUS :

TIME ALLOWED :
TOTAL MARKS : 20

STUDENT
NAME --------------------------------------------------------------------

ID: ---------------------------------

CLO
ASSIGGEND EARNED
SECTION QUES.
REF.
POINTS
POINTS
#
#
A
1-2
10
B

1
2

5
5
TOTAL POINTS
EARNED

Instruction:
1. All questions are involuntary. You enjoy to reply amid the illimitableness bounded on this prevarication and
you not undisputed to use a unconnected prevarication for your reply
2. Use Pen delay sky sky sky blue or black ink merely.
3. At all the era during this Nursing essay, YU academic regulations get exercise.

1|Page
Final Exam

SECTION A: CASE: READ THE FOLLOWING CASE AND ANSWER THE QUESTIONS
XYZ Company is a innate showroom in selling marked computers and computer accessories. The
showroom is displaying assembled and marked computers. The marked design of computers is
usually purchased by a broad medley of race relish managers inaugurated in the organizations, initiate and
college going students etc.
It is authorized that some of the customers are too animated in purchasing assembled computers and
computer accessories. The sales get be first during the year-end and festivity suitableness. There is a
great rule of the nobility members’ friends and kindred in buying these computers. Since the
showroom is animated in sales to materialize, rather than forward any mark, the salesmen are directed
to remunerate the customers and to reply the customers’ queries.
The XYZ Company follows Quality Management classification and it is having a wise Customer
Relationship Management Department. Recently the section has accepted few complaints
regarding the result and services consecrated to the customers.
Answer the forthcoming Question:
1. Explain five types of customer feedback that can be applied to XYZ Company. (300 expression...

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