L5M9 Prüfungsvorbereitung & L5M9 Musterprüfungsfragen

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CIPS L5M9 Exam Syllabus Topics:

SectionObjectives
Topic 1: Understand the concept and scope of operations management- Analyse the role and activities of operations management in organisations
  • 1. The extent of operations management in organisations
  • 2. Operations management in different types of organisations
  • 3. Definitions of operations and operations management
- Critically assess the objectives and strategies of operations management
  • 1. Top down and bottom up perspectives of operations strategy
  • 2. The performance objectives of operations management (quality, speed, dependability, flexibility and cost)
  • 3. Order qualifying and order winning objectives
  • 4. The stages of development of operations strategy
  • 5. From implementing to supporting to driving strategy
Topic 2: Understand the design of operations management systems- Analyse the design of processes and capacity
  • 1. Process types and layouts
  • 2. Capacity planning strategies
- Analyse the design of goods and services
  • 1. Design for sustainability and lifecycle
  • 2. Product and service design considerations
Topic 3: Understand planning and control in operations management- Analyse capacity planning and control
  • 1. Scheduling techniques
  • 2. Aggregate planning
- Analyse forecasting and demand management
  • 1. Forecasting methods
  • 2. Demand management approaches
- Analyse inventory planning and control
  • 1. Just-in-time and lean principles
  • 2. Inventory models and systems
Topic 4: Understand the improvement of operations management- Analyse quality management and improvement
  • 1. Statistical process control
  • 2. Quality management approaches (TQM, Six Sigma)
- Analyse operations improvement strategies
  • 1. Continuous improvement (Kaizen)
  • 2. Lean operations and waste reduction
  • 3. Benchmarking techniques

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CIPS Operations Management L5M9 Prüfungsfragen mit Lösungen (Q102-Q107):

102. Frage
Which of the following will increase 'order winning' objectives of a retail organisation?

Antwort: B

Begründung:
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


103. Frage
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?

Antwort: A

Begründung:
The correct answers are as follows:


104. Frage
Companies that have high-visibility processes require higher levels of customer management skills than companies with low-visibility processes. Is this TRUE?

Antwort: B

Begründung:
Firstly, the sentence is true, so you can discount options 3 and 4. A high-visibility company is one where customers see the operating process. Examples include education- students sit in the classroom so see the teaching process, and the postal service, where customers receive notifications of when parcels will be delivered. Low-visibility means the customer doesn't see the operating process, so an example of this would be agriculture or manufacturingcustomers just see the end result. Where customers see the process, companies require higher levels of customer management skills. Between options 1 and 2, 1 is correct - this is a direct quote from p.50. Where you have highvisibility, you will likely need to employ more staff, deal with customers on the phone/ in person and companies will probably have more complaints- all of which cost money.


105. Frage
According to Juran, there are several options to improve quality- these include which of the following? Select THREE

Antwort: B,C,D

Begründung:
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.


106. Frage
Joan is the Operations Manager at a Dentist Surgery and has recently completed a Pareto Analysis with the hopes of improving the quality of service offered. Which of the following would be a possible finding from this analysis?

Antwort: C

Begründung:
Pareto is also known as the 80/20 rule- therefore the only correct option could be 1. P.126 talks about how Pareto is applied in diagnosing quality problems within an organisation. You'll have come across Pareto in Level 4 when it was used as a way of classifying inventory.


107. Frage
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