DPI Practice Question: Communication And Organizational Change Management
During the execution of an organization-wide continual improvement initiative, leadership notices that improvements are implemented locally but rarely sustained. What communication and OCM gap is the root cause?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Communication was treated as a one-off launch event rather than an ongoing campaign tied to cultural reinforcement.
Sustaining improvements requires embedding new behaviors into performance metrics, reward systems, and cultural norms, rather than treating communication as a one-time launch event.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Communication was treated as a one-off launch event rather than an ongoing campaign tied to cultural reinforcement.
Why this is correct
Continuous reinforcement and alignment with reward systems are required to sustain new behaviors.
- ✗
The IT service desk failed to categorize incidents according to ITIL 4 service desk practices.
Why it's wrong here
Incident categorization impacts service metrics, not long-term cultural change sustainability.
- ✗
The steering committee held meetings via video conference instead of in-person boardrooms.
Why it's wrong here
Meeting medium has negligible impact on the sustainability of operational improvements.
- ✗
The continual improvement register was stored in a spreadsheet instead of a relational database.
Why it's wrong here
Database type does not determine whether organizational behaviors are sustained.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official AXELOS / PeopleCert exam blueprint
This DPI practice question is part of Courseiva's free AXELOS / PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the DPI exam.