CIMA Exam CIMAPRA19-E03-1 Topic 8 Question 109 Discussion

Actual exam question for CIMA's CIMAPRA19-E03-1 exam

Question #: 109
Topic #: 8

An insurer,JJJ, uses itsInternet capabilities to promote and sell car and home insurance products. AlthoughJJJ is supported by an 'in-house' call centre located in its home country, it has decided to outsource this activity to an overseas call centre.

There are a number of benefits to the company by undertaking this strategy, including that it can charge more competitive premiums to its customers and also increase itsprofits. However this change willmean that 75call centre staffin the home countrywill be made redundant.

You have been appointed as the Change Leader and have been asked to prepare a report that includes detailsonhow this change can be communicated.

WhichTHREE of the following statements are valid regarding JJJ's proposed changes and the related staff communications?

AWhen undertaking change, communication is of great importance.

BThe Change Leader should keep staff informed but should only communicate information when all the detail has been finalised.

CIt is important that the Change Leader selects a communication channel which is appropriate to the message being delivered and its target audience.

DMomentum for change can be created by putting simple but highly visible improvements in place.

EA disadvantage of adaptive change is that it increases the level of resistance that a company can encounter when trying to implement change.

Show Suggested Answer

Suggested Answer: A, C, D

by Gregoria at Apr 07, 2025, 02:33 PM

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Michael

2 months ago

Hmm, I wonder if the 75 redundant staff will start a call center of their own - 'JJJ Insurance Refugees' has a nice ring to it!

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Tarra

5 days ago

Maybe they could focus on a different market or offer unique services to differentiate themselves.

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Solange

17 days ago

I agree, it would be interesting to see what they come up with.

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Verlene

23 days ago

That's a creative idea! They could definitely use their experience to start something new.

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Adela

2 months ago

E is also incorrect. Adaptive change may face more resistance, but that's better than rigidly imposing change. Flexibility is key.

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Denny

10 days ago

E is also incorrect. Adaptive change may face more resistance, but that's better than rigidly imposing change. Flexibility is key.

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Glen

15 days ago

C) It is important that the Change Leader selects a communication channel which is appropriate to the message being delivered and its target audience.

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Amie

30 days ago

A) When undertaking change, communication is of great importance.

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Louis

2 months ago

But we should also consider the impact on the staff being made redundant.

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Derick

2 months ago

B is just wrong. You can't wait until everything is finalized to keep staff informed. That's a recipe for resistance and mistrust.

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Chauncey

1 months ago

B is just wrong. You can't wait until everything is finalized to keep staff informed. That's a recipe for resistance and mistrust.

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Norah

1 months ago

C) It is important that the Change Leader selects a communication channel which is appropriate to the message being delivered and its target audience.

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Gladys

2 months ago

A) When undertaking change, communication is of great importance.

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Ty

2 months ago

A, C, and D are definitely valid. Change communication is crucial, and the channel should match the audience and message. Visible improvements can build momentum - that's a smart strategy.

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Deja

2 months ago

I agree, keeping staff informed is crucial.

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Apolonia

2 months ago

I think communication is key when making changes.

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