IIA IIA-CIA-Part3 Exam With Confidence Using Practice Dumps

To enable management to receive timely feedback and mitigate unforeseen risks, it is critical to have a performance measurement system in place. Measuring product performance against an established standard is a key control mechanism that allows management to identify deviations, take corrective actions, and mitigate risks proactively.

Performance Monitoring & Timely Feedback: Comparing actual product performance against set standards helps in detecting quality issues, inefficiencies, or process failures early.

Risk Mitigation: Ensures that any deviations from expected performance can be addressed before they become major problems.

Internal Control Best Practices: Measuring against standards aligns with IIA’s risk management principles to ensure continuous monitoring and improvement.

Option B (Develop standard methods for performing established activities): While standardization improves efficiency, it does not provide ongoing feedback or mitigate unforeseen risks in real-time.

Option C (Require the grouping of activities under a single manager): Centralizing activities may improve coordination, but it does not directly provide timely performance feedback.

Option D (Assign each employee a reasonable workload): Managing workloads ensures efficiency but does not provide risk mitigation through performance monitoring.

IIA’s Standard 2120 – Risk Management: Requires internal auditors to assess whether an organization’s risk management processes enable timely risk identification and mitigation.

COSO’s Internal Control Framework (Performance Monitoring Component): Emphasizes measuring actual performance against expected outcomes as a fundamental internal control.

Why Option A is Correct:Why Other Options Are Incorrect:IIA References:Thus, the most appropriate answer is A. Measure product performance against an established standard.

Understanding the Call Center Performance Issue:

The key performance indicators (KPIs) show a positive trend, meaning the call center appears to be performing well.

However, customer complaints are increasing, indicating that the KPIs are not accurately reflecting service quality.

This suggests that employees may be prioritizing call quantity over call quality, likely due to pressure to meet call quotas.

Why De-Emphasizing Call Quotas is the Best Solution:

Encourages Quality Over Speed: Reducing the emphasis on call volume allows agents to spend more time resolving customer issues effectively.

Improves Customer Satisfaction: Agents can provide more thorough assistance, reducing repeat calls and complaints.

Aligns KPIs with Service Quality: Shifting focus from quantity-based KPIs to quality-based KPIs ensures performance measurements reflect actual customer experience.

Why Other Options Are Incorrect:

A. Review the call center script used by customer service agents to interact with callers, and update the script if necessary – Incorrect.

While updating scripts may help, it does not address the root issue of employees rushing through calls to meet quotas.

C. Retrain call center staff on area processes and common technical issues that they will likely be asked to resolve – Incorrect.

Training is useful, but if agents are pressured to complete calls quickly, training alone will not resolve the issue.

D. Increase the incentive for call center employees to complete calls quickly and raise the number of calls completed daily – Incorrect.

This would worsen the issue by further incentivizing speed over customer satisfaction, leading to more complaints.

IIA’s Perspective on Performance Metrics and Customer Service Quality:

IIA Standard 2120 – Risk Management requires organizations to ensure that performance metrics align with actual business objectives.

IIA GTAG (Global Technology Audit Guide) on Performance Measurement recommends balancing quantitative KPIs (e.g., call volume) with qualitative KPIs (e.g., customer satisfaction scores).

COSO Internal Control Framework supports adjusting performance incentives to ensure alignment with business objectives.

IIA References:

IIA Standard 2120 – Risk Management & KPI Alignment

IIA GTAG – Performance Metrics in Customer Service

COSO Internal Control Framework – Effective KPI Design

Thus, the correct and verified answer is B. De-emphasize the importance of call center employees completing a certain number of calls per hour.

The best method to collect job satisfaction data is one that provides anonymous, broad, and consistent feedback while minimizing response bias. Online surveys are the most effective method because they allow employees to express their views freely and ensure statistical reliability in results.

Online Surveys (Correct Answer: A)

Online surveys allow anonymous responses, which encourage honest feedback without fear of retaliation.

Surveys can be distributed randomly, increasing representation and reducing bias.

They allow for large-scale data collection and quantitative analysis, which improves decision-making.

IIA Standard 2120 – Risk Management suggests that internal auditors evaluate employee engagement as part of organizational risk assessments.

Why the Other Options Are Incorrect:

B. Direct Onsite Observations (Incorrect)

Observation helps assess behavior, but it does not capture employees' emotions, satisfaction, or personal concerns effectively.

Employees may alter their behavior when being observed (Hawthorne Effect).

C. Town Hall Meetings (Incorrect)

Town halls encourage group discussion, but employees may be reluctant to share negative opinions publicly.

This format is not anonymous, which reduces the likelihood of honest feedback.

D. Face-to-Face Interviews (Incorrect)

While interviews provide detailed qualitative feedback, they are time-consuming and may not be scalable for large organizations.

Employees may hesitate to be fully honest due to potential supervisor influence.

IIA Standard 2120 – Risk Management (Assessing employee engagement and morale risks)

IIA Standard 2130 – Compliance (Ensuring ethical and employee engagement policies)

IIA Standard 2210 – Engagement Objectives (Using appropriate methodologies for employee feedback collection)

Step-by-Step Justification:IIA References for This Answer:Thus, the best answer is A. Online surveys sent randomly to employees because they ensure confidentiality, broad participation, and reliable data collection.