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CIPS L5M9 Exam Syllabus Topics:

CIPS Operations Management Sample Questions:

1. When processing low volumes of a product, specialisation is high and it is therefore possible to create products at a lower unit cost. Is this TRUE?

A) yes- staff gain specialities when there is less products to create
B) no- creating products in low volumes often leads to a higher unit cost
C) yes- when producing low volumes of a product, cost savings can be transferred to the customer
D) no- the volume of products created does not impact upon unit costs as these are fixed in advance

2. Below are details of five companies who operate a Total Quality Management System (TQM). For each company, select the system used and identify which area of the Balanced Scorecard this relates to.
Company 1: The focus of this company is to gather real-time data to assess the quality of products created during the manufacturing process. There are tight budgets and reworking any defects will affect the bottom line.
Company 2: This company is concerned about how their products are received. They have recently completed market research focused on their client's feelings. The objective is now to improve the product's look and performance to meet these expectations.
Company 3: The focus of this company is defining the customer requirements and translating this into a high-quality specification and effective operational process.
Company 4: Within this company there is a group of 6 employees who meet regularly with the objective of reducing issues that arise in the manufacturing of products.
Complete the table below by listing the TQM System used and the relevant Balanced Scorecard criteria for each company. Each response should only be used once: Quality Circle, Statistical Process Control, Kansei Engineering, Quality Function Deployment, Finance Criteria, Business Process Criteria, Learning and Growth Criteria, Customer Criteria.

Which of the following will you put into box 1?

A) quality function deployment
B) quality circle
C) kansei engineering
D) statistical process control

3. Which of the following are basic performance objectives used for day-to-day operations and ensure staff are working towards tangible achievements? Select TWO

A) customer satisfaction
B) cost
C) quality
D) operations agility

4. George has recently been hired as the new Operations Manager at a cake factory. He has 10 years; experience but his most recent employment was as an Operations Manager in an accountancy firm. George believes that the skills and responsibilities of an Operations Manager is the same regardless of the organisation he works for. Which of the following would be one of these responsibilities? Select TWO

A) manage a team
B) increase profit
C) create competitive advantage
D) keep customers happy

5. In the SERVQUAL model how many different types of gaps should be identified by a service provider?

A) 3
B) 1
C) 5
D) 10

Solutions: