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CIPS Exam L6M9 Topic 2 Question 12 Discussion

Actual exam question for CIPS's L6M9 exam
Question #: 12
Topic #: 2
[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 Winfred at Jul 14, 2025, 06:27 AM

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Karrie
21 days ago
Hmm, I'd say A, C, and E. Churn rate, customer dissatisfaction, and profit margin - the holy trinity of operational strategy!
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Janna
24 days ago
I think all options are correct because the IGA helps in identifying areas for improvement and making strategic decisions.
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William
26 days ago
I believe it measures customer return rate and return on investment as well.
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Carli
27 days ago
D and E, baby! Gotta keep an eye on that ROI and those profit margins. Anything else is just a distraction.
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Geoffrey
12 days ago
User 1
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Tegan
17 days ago
User2
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Rashida
18 days ago
User1
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Markus
1 months ago
Definitely B and C. Can't forget about those disgruntled customers who keep coming back for more punishment!
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Kerrie
16 days ago
C) Customer dissatisfaction levels
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Clarence
23 days ago
C) Customer dissatisfaction levels
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Kerrie
25 days ago
B) Customer return rate
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Clarence
28 days ago
B) Customer return rate
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Gerry
2 months ago
I agree with Mila, but I also think it measures profit margin.
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Mila
2 months ago
I think the IGA measures churn rate and customer dissatisfaction levels.
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