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CIPS L5M9 Exam Syllabus Topics:

CIPS Operations Management Sample Questions:

Question 1

Little Joy Ltd is a large company with several functional departments. Below are details of four departments. For each, you must decide which functional area of the business the department is, as well as the SERVQUAL Gap that each Department Lead is concerned with.
Department 1: This department is concerned with the creation of products. The products are created in line with BS EN 716-1 and undergo vigorous tests before they leave the factory. Many customers are unaware of the additional costs of testing to BS EN 716-1 and complain about the price of this product line.
Department 2: Other departments of the business are internal customers of this functional area and approach the Department Lead when they require something to be bought. Often the internal customers have unrealistic expectations of the timescales involved in the process and the Department Lead spends a lot of time explaining lead times and logistics.
Department 3: This functional area creates the budgets for the company and emails these to the Department Leads at the beginning of every quarter. Due to the complexity of the documents, other functional areas of the business often don't understand the information provided.
Department 4: This area of the business is concerned with revenue, which has recently slumped. The Department Lead is conducting market surveys to find out the reason for this.
Complete the table below by listing the Functional Area of the business, and the corresponding SERVQUAL Gap. Each response should only be used once: procurement, finance, sales, production, satisfaction gap, delivery gap, standards gap, communication gap.

Which of the following will you put into box 5?

A. delivery gap
B. standards gap
C. communication gap
D. satisfaction gap

Question 2

Which of the following is not an example of Statistical Process Control?

A. Histogram
B. Scatter Diagram
C. Check Sheet
D. Flowchart

Question 3

In order to keep processing costs down, which of the following should a company opt for in terms of operating processes?

A. high variation, low visibility
B. low volume, high variety
C. high volume, low variety
D. low variation, high visibility

Question 4

An Operations Manager is responsible for making many decisions. Which of the following would be a strategic decision made by an Operations Manager?

A. creating quality standards
B. deciding which inventory to carry
C. scheduling the production of manufactured goods
D. deciding how to allocate key raw materials among the functional areas

Question 5

Which improvement theory follows the maxim of 'don't automate, obliterate'?

A. Continuous Improvement
B. Benchmarking
C. ERP
D. BPR

Solutions: