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.

AChurn rate

BCustomer return rate

CCustomer dissatisfaction levels

DReturn on investment

EProfit margin

Show Suggested Answer

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

Limited Time Offer

25%

Off

Get Premium L6M9 Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Selma

1 months 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*

upvoted 0 times

Justine

3 days ago

I'm not sure about D and B though.

upvoted 0 times

...

Justine

5 days ago

I agree, A could also be a factor to consider.

upvoted 0 times

...

Justine

18 days ago

I think C and E are definitely measured by the IGA.

upvoted 0 times

...

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*

upvoted 0 times

Frederick

18 hours ago

I'm not sure about A and E, but definitely B, C, and D. Trade-offs are a key part of operational strategy.

upvoted 0 times

...

Frederick

8 days ago

I would also add A and E to the list. It's important to consider all aspects of operational strategy.

upvoted 0 times

...

Frederick

19 days ago

I think B, C, and D are correct too. Managing trade-offs can be challenging.

upvoted 0 times

...

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?

upvoted 0 times

Vivienne

9 days ago

D) Return on investment

upvoted 0 times

...

Loreta

14 days ago

C) Customer dissatisfaction levels

upvoted 0 times

...

Anglea

24 days ago

B) Customer return rate

upvoted 0 times

...

Romana

1 months ago

A) Churn rate

upvoted 0 times

...

Jacquelyne

2 months ago

I believe return on investment and profit margin are also measured by the IGA.

upvoted 0 times

...

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.

upvoted 0 times

Florinda

1 months ago

User 2

upvoted 0 times

...

Aileen

1 months ago

User 1

upvoted 0 times

...

Gilma

1 months ago

User 2

upvoted 0 times

...

Billye

1 months ago

User 1

upvoted 0 times

...

Phil

1 months ago

User 1

upvoted 0 times

...

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.

upvoted 0 times

...

Moira

2 months ago

I agree with Sheridan. Those two factors are important for operational strategy.

upvoted 0 times

...

Sheridan

3 months ago

I think the IGA measures churn rate and customer dissatisfaction levels.

upvoted 0 times

...