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CIPS Exam L6M9 Topic 3 Question 8 Discussion

Actual exam question for CIPS's L6M9 exam
Question #: 8
Topic #: 3
[All L6M9 Questions]

The Improvement Gap Analysis can be utilised to manage trade-offs in operational strategy. Which of the following is measured by the IGA? Select ALL that apply.

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Suggested Answer: C

The Improvement Gap Analysis measures customer dissatisfaction levels. It describes the current state of an organisation and what needs to be done to reach the desired state. The gap between these states represents customer dissatisfaction. The IPA matrix by Piccolo et al categorises dissatisfaction into four quadrants, helping organisations determine whether action is needed. (See p. 137)


by Sheridan at Apr 03, 2025, 12:59 PM

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Selma
28 days ago
Haha, this question is about as clear as mud. I'm just going to guess C, E, and maybe throw in A for good measure. *shrugs*
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Justine
2 days ago
I agree, A could also be a factor to consider.
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Justine
15 days ago
I think C and E are definitely measured by the IGA.
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Gennie
1 months ago
This is a tricky one. I'll go with B, C, and D. Gotta love those trade-offs in operational strategy! *winks*
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Frederick
5 days ago
I would also add A and E to the list. It's important to consider all aspects of operational strategy.
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Frederick
16 days ago
I think B, C, and D are correct too. Managing trade-offs can be challenging.
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Jestine
1 months ago
D and E for sure, but I'm not convinced about the others. Isn't return on investment a better metric for strategic decision-making?
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Vivienne
6 days ago
D) Return on investment
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Loreta
11 days ago
C) Customer dissatisfaction levels
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Anglea
21 days ago
B) Customer return rate
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Romana
28 days ago
A) Churn rate
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Jacquelyne
2 months ago
I believe return on investment and profit margin are also measured by the IGA.
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Lili
2 months ago
Hmm, I'm not sure about the churn rate. Isn't that more for customer retention analysis? I'd go with B, C, and E.
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Florinda
1 months ago
User 2
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Aileen
1 months ago
User 1
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Gilma
1 months ago
User 2
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Billye
1 months ago
User 1
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Phil
1 months ago
User 1
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Caitlin
2 months ago
I think C and E are the correct answers. Measuring customer dissatisfaction levels and profit margin can help identify areas for improvement in the operational strategy.
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Moira
2 months ago
I agree with Sheridan. Those two factors are important for operational strategy.
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Sheridan
2 months ago
I think the IGA measures churn rate and customer dissatisfaction levels.
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