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| Section | Weight | Objectives |
|---|---|---|
| Quality Management and Performance Measurement | 15-20% | - Key Performance Indicators (KPIs) for operations - Quality standards: ISO 9000 series and related frameworks - Measuring efficiency, productivity and customer satisfaction - Total Quality Management (TQM) concepts and application - Quality control, assurance and improvement tools |
| Process Design, Planning and Improvement | 20-25% | - Benchmarking and process optimization - Forecasting, scheduling and inventory management - Process mapping, workflow and design principles - Capacity planning, demand management and resource allocation - Continuous improvement methodologies: Kaizen, Six Sigma, Lean, BPR |
| Lean, Agile and Responsive Operations | 15-20% | - Application in manufacturing, service and public sectors - Agile approaches: flexibility, responsiveness and speed - Lean principles: waste elimination, value stream mapping - Comparison and integration of lean and agile |
| Principles of Operations Management | 15-20% | - Value creation, efficiency and effectiveness - Operations strategy alignment with organizational goals - Input-transformation-output model - Linkages between operations, procurement and supply chain - Definition, scope and role of operations management |
| Operational Risk, Sustainability and Ethics | 15-20% | - Ethical and responsible operations management - ESG considerations in operational design and delivery - Identifying, assessing and mitigating operational risks - Sustainable operations: green practices, circular economy |
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NEW QUESTION # 111
Operations Management is concerned with the management of resources in the production of tangible goods. Is this TRUE?
Answer: C
Explanation:
you can't touch or hold), also requires operations management. P.2
NEW QUESTION # 112
George has recently been hired as the new Operations Manager at a cake factory. He has 10 years; experience but his most recent employment was as an Operations Manager in an accountancy firm. George believes that the skills and responsibilities of an Operations Manager is the same regardless of the organisation he works for. Which of the following would be one of these responsibilities? Select TWO
Answer: B,C
Explanation:
The correct answer is keep customers happy and create competitive advantage. This is from p.4 of the study guide. The key in this question is that you're looking for a universal responsibility for an Operations Manager- something that doesn't depend on the organisation. For this reason increase profits and managing a team are incorrect. Not every Ops Manager will be tasked to increase profits and not every Ops Manager will have direct line management responsibilities. The study guide states 'their key role is to guarantee that available resources and efficiently used in order to create competitive advantage for the organisation and keep customers satisfied'.
NEW QUESTION # 113
According to Juran, there are several options to improve quality- these include which of the following? Select THREE
Answer: B,C,D
Explanation:
repair, refine and renovate are part of Juran's quality improvement interventions ( there are '4 Rs' - the last one is reinvent- p.122). The end of Chapter 2.3 talks about three different philosophies of TQM: Crosby, Juran and Deming. As far as I'm aware these don't come up often as questions, mainly because they're all so similar. You may get a question on this, and possibly on Deming's Plan-Do-Check-Act cycle (CIPS LOVE the Deming cycle for some reason) but don't stress too much about memorising all the philosophies word for word.
NEW QUESTION # 114
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,B
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 # 115
Which of the following will increase 'order winning' objectives of a retail organisation?
Answer: D
Explanation:
4 is the correct answer. Here you're looking for the answer which will ensure a customer always picks this business over competitors. Of the four options given, loyalty is the only one that would make sense. Remember 'order winners' are the 'customers' justification for their purchase of a product or service'- this is a direct quote from P.43
NEW QUESTION # 116
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