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CIPS L5M9 Exam Syllabus Topics:

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

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                                                  CIPS Operations Management Sample Questions (Q81-Q86):

                                                  NEW QUESTION # 81
                                                  A lorry used for transporting goods between warehouses has a light that flashes up on the dashboard when engine oil needs to be replaced soon. This is an example of what form of maintenance?

                                                  Answer: A

                                                  Explanation:
                                                  This is an example of condition-based maintenance. This is when, prior to failure, the user is alerted to a potential problem and given time to fix it before it happens. Preventative maintenance is proactively checking regularly, so in this scenario it would be the driver checking the oil level manually before each journey. Reactive maintenance would be changing the oil when it needs changing (not beforehand). Run to breakdown would be driving the vehicle until it doesn't go any more then replacing the vehicle. See p.103.


                                                  NEW QUESTION # 82
                                                  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?

                                                  Answer: C

                                                  Explanation:
                                                  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


                                                  NEW QUESTION # 83
                                                  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 # 84
                                                  Below are details of five companies who operate a Total Quality Management System (TQM). For each company, select the system used and identify which area of the Balanced Scorecard this relates to.
                                                  Company 1: The focus of this company is to gather real-time data to assess the quality of products created during the manufacturing process. There are tight budgets and reworking any defects will affect the bottom line.
                                                  Company 2: This company is concerned about how their products are received. They have recently completed market research focused on their client's feelings. The objective is now to improve the product's look and performance to meet these expectations.
                                                  Company 3: The focus of this company is defining the customer requirements and translating this into a high-quality specification and effective operational process.
                                                  Company 4: Within this company there is a group of 6 employees who meet regularly with the objective of reducing issues that arise in the manufacturing of products.
                                                  Complete the table below by listing the TQM System used and the relevant Balanced Scorecard criteria for each company. Each response should only be used once: Quality Circle, Statistical Process Control, Kansei Engineering, Quality Function Deployment, Finance Criteria, Business Process Criteria, Learning and Growth Criteria, Customer Criteria.

                                                  Which of the following will you put into box 5?

                                                  Answer: A

                                                  Explanation:
                                                  The correct answers are as follows:


                                                  NEW QUESTION # 85
                                                  Which of the following stakeholders are also internal customers?

                                                  Answer: A

                                                  Explanation:
                                                  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


                                                  NEW QUESTION # 86
                                                  ......

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