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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Process Design, Planning and Improvement | 20-25% | - Process mapping, workflow and design principles - Forecasting, scheduling and inventory management - Capacity planning, demand management and resource allocation - Continuous improvement methodologies: Kaizen, Six Sigma, Lean, BPR - Benchmarking and process optimization |
| Topic 2: Principles of Operations Management | 15-20% | - Input-transformation-output model - Linkages between operations, procurement and supply chain - Value creation, efficiency and effectiveness - Definition, scope and role of operations management - Operations strategy alignment with organizational goals |
| Topic 3: Quality Management and Performance Measurement | 15-20% | - Measuring efficiency, productivity and customer satisfaction - Key Performance Indicators (KPIs) for operations - Quality control, assurance and improvement tools - Total Quality Management (TQM) concepts and application - Quality standards: ISO 9000 series and related frameworks |
| Topic 4: Lean, Agile and Responsive Operations | 15-20% | - Application in manufacturing, service and public sectors - Lean principles: waste elimination, value stream mapping - Comparison and integration of lean and agile - Agile approaches: flexibility, responsiveness and speed |
| Topic 5: 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 |
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NEW QUESTION # 64
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 # 65
Managing the supply chain, inventory and the implementation of Lean processes fall under which category of activity of the Operational Process?
Answer: C
Explanation:
This is delivery as these activity relate to ensuring the goods get to the final customer. See p.51
NEW QUESTION # 66
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 7?
Answer: B
Explanation:
The correct answers are as follows:
NEW QUESTION # 67
There are four dimensions of operating processes; volume, variety, variation and visibility. What is meant by variation?
Answer: A
Explanation:
The correct answer is 1- fluctuation in demand for an item. E.g. demand for woolly hats has a high variation depending on the time of year. Other products such as bread have a low variation as demand is more constant. Be careful not to confuse variation with variety. Variety is the number of different products made. This is from p.48-49
NEW QUESTION # 68
The RATER methodology looks at the key dimensions to providing an effective service. Which of the following is not a dimension of this framework?
Answer: B
Explanation:
Responsiveness is incorrect. The R in RATER stands for reliability. The full acronym is; reliability, assurance, tangibles, empathy, responsiveness. P.58
NEW QUESTION # 69
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