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CIPS L5M9 Exam Syllabus Topics:

CIPS Operations Management Sample Questions:

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

2. Penny is the Operations Manager at a small furniture manufacturing company that makes tables and chairs, among other wooden household items. In the manufacturing site there is a small warehouse which stores inventory which is used in unforeseen circumstances such as a late delivery. What is the name given to this type of inventory?

A) work-in progress
B) buffer stock
C) anticipation inventory
D) transit inventory

3. Shireen is an Operations Manager at a cake factory. She has been asked by her manager to create a list of the transforming resources used within the factory. Which of the following would appear on her list? Select TWO

A) raw materials such as flour and sugar
B) facilities such as mixing equipment and ovens
C) employees who work on the production line
D) Information such as recipes

4. Barry is a Hotel Manager and is keen to understand where his business is failing. He has asked his staff to conduct a number of different techniques to uncover failures within the service. Of those listed below, which of the following would provide Barry with answers the quickest? Select TWO

A) phone surveys
B) point-of-departure interviews
C) machine diagnostic checks
D) in-process checks

5. The RATER methodology looks at the key dimensions to providing an effective service. Which of the following is not a dimension of this framework?

A) empathy
B) responsiveness
C) assurance
D) tangibles

Solutions: