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CIPS L5M9 Exam Syllabus Topics:

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

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                                                  CIPS Operations Management Sample Questions (Q64-Q69):

                                                  NEW QUESTION # 64
                                                  An Operations Manager is responsible for making many decisions. Which of the following would be a strategic decision made by an Operations Manager?

                                                  Answer: A

                                                  Explanation:
                                                  4 is the only strategic decision listed here. The other options are 'operations decisions' rather than 'strategic'. Strategic decisions influence the direction the company is going in and may have an effect on the long-term strategy of the company. Operational decisions are about ensuring everything runs smoothly and the Five Rights are achieved. This is from p.4-6 of the study guide.


                                                  NEW QUESTION # 65
                                                  The DMAIC Methodology includes five phases, what are these?

                                                  Answer: D

                                                  Explanation:
                                                  1 is the correct answer. DMAIC stands for define, measure, analyse, improve, control. It's a common methodology applied in Six-Sigma. P.137


                                                  NEW QUESTION # 66
                                                  In the SERVQUAL model how many different types of gaps should be identified by a service provider?

                                                  Answer: A

                                                  Explanation:
                                                  There are 5 gaps in the SERVQUAL model: knowledge, standards, delivery, communication and satisfaction. The gaps measure the 'distance' between what the company provides and what customers expect. See p.56-57.


                                                  NEW QUESTION # 67
                                                  Blue Slipper Ltd is a multi-national organisation that produces a variety of cosmetic products. A team has been put together to create a strategy for the Marketing Department in order to increase sales and thus profitability. What level of strategy is being created?

                                                  Answer: D

                                                  Explanation:
                                                  The correct answer is functional level strategy as Marketing is a function within the business. P.32 discusses the three levels of strategy: corporate (whole organisation), business level (divided by business unit such as lipsticks, mascara etc) and function (divided by department such as marketing, operations and HR). The last option is made up.


                                                  NEW QUESTION # 68
                                                  Which of the following do you need to know in order to work out the gross profit margin of an item? Select TWO

                                                  Answer: A,D

                                                  Explanation:
                                                  The formula for working out gross profit is (revenue - cost of goods sold) divided by revenue. Therefore 2 and 3 are correct. It's unlikely you will have to do any mathematical calculations in this exam, but if you do they'll be super easy and there is a calculator inbuilt into the system you can use. There's a couple of different cost formulas on p.78 but these will be familiar to you already from Level 4.


                                                  NEW QUESTION # 69
                                                  ......

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