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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Quality Management and Performance Measurement | 15-20% | - Key Performance Indicators (KPIs) for operations - Total Quality Management (TQM) concepts and application - Quality standards: ISO 9000 series and related frameworks - Quality control, assurance and improvement tools - Measuring efficiency, productivity and customer satisfaction |
| Topic 2: Operational Risk, Sustainability and Ethics | 15-20% | - Identifying, assessing and mitigating operational risks - Sustainable operations: green practices, circular economy - ESG considerations in operational design and delivery - Ethical and responsible operations management |
| Topic 3: Process Design, Planning and Improvement | 20-25% | - Forecasting, scheduling and inventory management - Process mapping, workflow and design principles - Benchmarking and process optimization - Continuous improvement methodologies: Kaizen, Six Sigma, Lean, BPR - Capacity planning, demand management and resource allocation |
| Topic 4: Principles of Operations Management | 15-20% | - Operations strategy alignment with organizational goals - Definition, scope and role of operations management - Value creation, efficiency and effectiveness - Input-transformation-output model - Linkages between operations, procurement and supply chain |
| Topic 5: Lean, Agile and Responsive Operations | 15-20% | - Agile approaches: flexibility, responsiveness and speed - Application in manufacturing, service and public sectors - Comparison and integration of lean and agile - Lean principles: waste elimination, value stream mapping |
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NEW QUESTION # 25
The DMAIC Methodology includes five phases, what are these?
Answer: D
Explanation:
1 is the correct answer. DMAIC stands for define, measure, analyse, improve, control. It's a common methodology applied in Six-Sigma. P.137
NEW QUESTION # 26
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?
Answer: A
Explanation:
The correct answers are as follows:
NEW QUESTION # 27
A company should aim to achieve all its performance objectives at the same time to ensure success. Is this TRUE?
Answer: C
Explanation:
4 is the correct answer. This is taken from the part of the study guide called 'Performance Objective Trade Offs' on p.41. It says that 'trying to achieve all objectives simultaneously will only lead to confusion and failure'. Personally I think that's a bit melo-dramatic for a study guide but the premise is right- depending on how sales are going, what your competitors are doing and other market factors, objectives may change and you'll need to prioritise some over others. Trying to do too much at the same time is never a good idea. Option 3 is incorrect because you shouldn't set objectives monthlythat's too frequent- you won't have chance to meet the objectives before they change again.
NEW QUESTION # 28
Which of the following stakeholders are also internal customers?
Answer: C
Explanation:
Employees are internal customers. This is when staff consume a service or product - for example an organisation might have a Procurement Department which runs tenders for the other different departments when they need to buy something. In this example, the other departments (and their employees) are internal customers of the Procurement Department. P.47
NEW QUESTION # 29
There are 5 foundational aspects of Total Productive Maintenance. Which of the following do these include? Select THREE
Answer: A,B,C
Explanation:
The 5S Model is always to do with cleaning and organising. Therefore the correct answers are sorting, sustaining and shining. You may have seen this in other modules and the words might be slightly different, for example sweeping sometimes comes up instead of shining. The reason for the changes is that these are translations from Japanese, and depending on who translated it, the list is sometimes different. They always make the words begin with S though. See p.110
NEW QUESTION # 30
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