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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: Quality Management and Performance Measurement | 15-20% | - Measuring efficiency, productivity and customer satisfaction - Total Quality Management (TQM) concepts and application - Key Performance Indicators (KPIs) for operations - Quality standards: ISO 9000 series and related frameworks - Quality control, assurance and improvement tools |
| Topic 3: Operational Risk, Sustainability and Ethics | 15-20% | - Ethical and responsible operations management - ESG considerations in operational design and delivery - Sustainable operations: green practices, circular economy - Identifying, assessing and mitigating operational risks |
| Topic 4: Lean, Agile and Responsive Operations | 15-20% | - Comparison and integration of lean and agile - Application in manufacturing, service and public sectors - Agile approaches: flexibility, responsiveness and speed - Lean principles: waste elimination, value stream mapping |
| Topic 5: Process Design, Planning and Improvement | 20-25% | - Capacity planning, demand management and resource allocation - Forecasting, scheduling and inventory management - Process mapping, workflow and design principles - Benchmarking and process optimization - Continuous improvement methodologies: Kaizen, Six Sigma, Lean, BPR |
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NEW QUESTION # 74
Bilal is an Operations Manager at an apple pie manufacturer and is currently undertaking an Aggregate Capacity Analysis.
What is the purpose of this?
Answer: B
Explanation:
Aggregate Capacity Analysis looks as medium-term capacity to see whether supply can match demand. This is from p.23. Aggregate means 'from a group or cluster' and therefore requires quite a few bits of data. For this reason option 1 is incorrect as this describes a very short term look at capacity analysis.
NEW QUESTION # 75
Building redundancy into operational procedures increases what for an organisation? Select TWO
Answer: A,B
Explanation:
the correct answers are costs and reliability. 'Building in redundancy' means having a backup for if something goes wrong. An example is in a hospital where there is a main electricity server, but if this breaks, there is a backup generator which can power the building. In IT, you may have a back-up hard-drive for if you lose your data. Having a backup will incur additional costs, but it also improves reliability. P.101
NEW QUESTION # 76
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
Answer: A,D
Explanation:
In-process checks and machine diagnostic checks provide answers the quickest as these are conducted DURING processes. Surveys and Point-of-departure interviews are conducted AFTER guests have left- so there is a time-delay here. They're also more resource- intensive. See p.96 for a list of techniques that can be used by a company to uncover failures.
NEW QUESTION # 77
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: C,D,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 # 78
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 1?
Answer: A
Explanation:
The correct answers are as follows:
NEW QUESTION # 79
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