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CIPS L5M9 Exam Syllabus Topics:

SectionObjectives
Operations Processes and Systems- Four Vs of operations
  • 1. Visibility
    • 2. Volume
      • 3. Variation in demand
        • 4. Variety
          - Process design and analysis
          • 1. Input–transformation–output model
            • 2. Types of operations: manufacturing and services
              Performance Improvement in Operations- Performance measurement and benchmarking
              • 1. Setting performance targets
                • 2. Benchmarking techniques
                  - Continuous improvement approaches
                  • 1. Process improvement methodologies
                    • 2. Business process re-engineering
                      Operations Management Concepts- Definition and scope of operations management
                      • 1. Operations as transformation process (input–transformation–output)
                        • 2. Role of operations in supply chain efficiency and effectiveness
                          - Performance objectives of operations
                          • 1. Dependability
                            • 2. Cost
                              • 3. Flexibility
                                • 4. Speed
                                  • 5. Quality
                                    Operations Strategy and Performance- Order winners and order qualifiers
                                    • 1. Competitive positioning through operations capability
                                      - Operations strategy development
                                      • 1. Stages of operations strategy evolution
                                        • 2. Top-down vs bottom-up strategy perspectives
                                          Quality and Reliability Management- Failure prevention and recovery
                                          • 1. Failure measurement and impact
                                            • 2. Failure Mode and Effects Analysis (FMEA)
                                              • 3. Maintenance strategies and reliability improvement
                                                - Total Quality Management (TQM)
                                                • 1. Quality assurance vs total quality

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                                                  CIPS Operations Management Sample Questions (Q17-Q22):

                                                  NEW QUESTION # 17
                                                  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

                                                  Answer: B,C,E

                                                  Explanation:
                                                  The correct sentences are 2, 3 and 5. This is from the table comparing services and goods on p.47. Note that you can ask for a refund if you're unhappy with a service, but you can't physically return the service you've received. Option 1 is incorrect- there is no transfer of ownership with services (there is with goods). Option 4 is incorrect as every service is different- there is a high level of variability in delivery.


                                                  NEW QUESTION # 18
                                                  Which of the following are operations management activities? Select THREE

                                                  Answer: A,B,D

                                                  Explanation:
                                                  1 2 and 4 are correct. Development of New Products would be the activity of the R&D department, and job design the activity of HR. There is a list of 10 Operations Management activities on p.12


                                                  NEW QUESTION # 19
                                                  Which of the following situations would use a fixed-position layout?

                                                  Answer: D

                                                  Explanation:
                                                  Ship construction would used a fixed-position layout. This is when you're making something that is too big/ heavy to pass through a traditional factory / conveyor belt set up. So rather than the item passing to different teams/ departments, each team / department comes to the item when it is their time to work on it. In the other examples the item (vehicle, food in the supermarket or buffet) the products get moved around- the ship is the only item that remains where it is. This question is based on the 4 types of Plant Layout on p.17. This could form part of a drag and drop question too.


                                                  NEW QUESTION # 20
                                                  In Operations Management strategies, there are 10 strategic areas which fall into two categories: structure-related and infrastructure-related. Which of the following are structure-related? Select TWO

                                                  Answer: A,D

                                                  Explanation:
                                                  Capacity and Supply Network are structure-related. The other three are Infrastructure-related. This is from p.35-36 of the study guide. Structure is about the 'hardware' of the business and physical attributes. Infra-structure is considered the software and are easier to change.


                                                  NEW QUESTION # 21
                                                  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 6?

                                                  Answer: A

                                                  Explanation:
                                                  The correct answers are as follows:


                                                  NEW QUESTION # 22
                                                  ......

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