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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Process Design, Planning and Improvement | 20-25% | - Process mapping, workflow and design principles - Forecasting, scheduling and inventory management - Continuous improvement methodologies: Kaizen, Six Sigma, Lean, BPR - Capacity planning, demand management and resource allocation - Benchmarking and process optimization |
| Topic 2: Principles of Operations Management | 15-20% | - Operations strategy alignment with organizational goals - Value creation, efficiency and effectiveness - Linkages between operations, procurement and supply chain - Input-transformation-output model - Definition, scope and role of operations management |
| Topic 3: Operational Risk, Sustainability and Ethics | 15-20% | - Ethical and responsible operations management - Identifying, assessing and mitigating operational risks - ESG considerations in operational design and delivery - Sustainable operations: green practices, circular economy |
| Topic 4: Lean, Agile and Responsive Operations | 15-20% | - Agile approaches: flexibility, responsiveness and speed - Comparison and integration of lean and agile - Lean principles: waste elimination, value stream mapping - Application in manufacturing, service and public sectors |
| Topic 5: Quality Management and Performance Measurement | 15-20% | - Key Performance Indicators (KPIs) for operations - Measuring efficiency, productivity and customer satisfaction - Quality standards: ISO 9000 series and related frameworks - Quality control, assurance and improvement tools - Total Quality Management (TQM) concepts and application |
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質問 # 90
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 8?
正解：C
解説：
The correct answers are as follows:
質問 # 91
There are four manufacturing companies located on Seashell Industrial Estate. Each company creates a different product and employs a different maintenance approach to its operations. For each company, select the corresponding maintenance approach and the key operating process characteristic.
Company 1: This company creates craft beer and offers customers a tour of the brewery for a small charge. The brewing equipment is serviced monthly and the brewery is kept extremely clean. All equipment is labelled with the last service date.
Company 2: This company produces seasonal items such as Easter Eggs and Christmas Cake. The equipment has a control panel where lights will flash red advising staff to check oil levels and components. Staff can then report issues to the maintenance team if remedial work is required. Product demand fluctuates throughout the year.
Company 3: This equipment does not often break down and is only fixed when it is reported by staff as no longer working. Company 3 creates toys, providing a large range of product sizes and colours based on different customer requirements.
Company 4: Parts of the machine are serviced quarterly but in general, the machine is left to run its course and is then replaced when it is no longer financially viable to fix. The company produces cereal and the operating process is focused on the quantity produced and therefore uses standardised processes.
Complete the table below by listing the maintenance approach and operating process characteristic for each company. Each response should only be used once: preventative maintenance, run to breakdown maintenance, condition-based maintenance, mixed maintenance, volume, visibility, variation, variety
Which of the following will you put into box 1?
正解：A
解説：
The correct answers are as follows:
質問 # 92
Which of the following stakeholders are also internal customers?
正解：D
解説：
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
質問 # 93
A fast-food restaurant provides a drink machine for customers to use, which allows the customer to select the drink that they wish by putting their cup under the machine and pushing a button. The machine will first drop ice into the cup, but this button will not work unless the cup is placed on an X. What is this an example of?
正解：B
解説：
This is fail safing. Fail safing is a design feature that prevents a failure. In this case, it prevents ice being dropped on the floor if there is no cup there. There are some good examples of this on p.102
質問 # 94
According to the Taguchi Loss Function there are two types of costs incurred when there is an issue with quality. What are these?
正解：A
解説：
The correct answer is private costs and social costs. Private costs include internal costs to the business (such as downtime, loss of staff/ money etc) and social costs affect the community and environment. P.133
質問 # 95
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