A service provider wants to achieve a balance between customer/market relevance and operational excellence. They also want a balance between looking inward and looking outward. They have performed…

Question

Options

• A1 and 2
• B2 and 3
• C3 and 4
• D1 and 4

• A
  8% (2)
• B
  4% (1)
• C
  72% (18)
• D
  16% (4)

Explanation

Option C is correct because the scenario uses a 2×2 strategic balance framework with axes of Internal/External and Market Relevance/Operational Excellence. Since the provider already covered both external quadrants (external market relevance and external operational excellence), they need to fill the two internal quadrants: option 3 ("investigate how the provider's technology can enhance customer experience") addresses internal market relevance, and option 4 ("analyse staff capabilities") addresses internal operational excellence.

Options 1 and 2 are both external perspectives - analysing threats to the customer base and identifying new market opportunities both look outward, so adding them would leave the internal quadrants uncovered and the strategy unbalanced. Option A (1 and 2) doubles down on external market relevance. Option B (2 and 3) keeps one external activity (2) and only partially corrects the imbalance. Option D (1 and 4) includes one external activity (1) that's already represented, again leaving a gap.

Memory tip: Picture a 2×2 grid - draw it mentally and mark what's already filled. The question always tells you which quadrants are done; your job is to find the two options that complete the opposite quadrants. "Technology enhancing customers" = internal look at market; "staff capabilities" = internal look at operations.

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