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CIPS L5M9 Exam Syllabus Topics:

CIPS Operations Management Sample Questions:

1. Khaled has recently been hired as an Operations Manager at a company providing consultancy services. This is his first role in the service industry, previously he has worked at companies providing goods. He understands that services are intangible and therefore there is a difference in how Operations may be managed. Which of the following sentences about services are true? Select THREE

A) it is not possible to return a service
B) there is no variability in services
C) there is a transfer of ownership when purchasing a service
D) services cannot be stored, unlike goods
E) production and consumption occur simultaneously

2. Which of the following do you need to know in order to work out the gross profit margin of an item? Select TWO

A) net profit
B) sales volume
C) revenue
D) costs of goods sold

3. 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 2?

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

4. Which of the following would you require in order to calculate the availability of a piece of equipment used in manufacturing?

A) production rate
B) mean time to repair
C) cost of repair
D) output of machine

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

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

Solutions: