從Google Drive中免費下載最新的KaoGuTi L5M9 PDF版考試題庫：https://drive.google.com/open?id=1-n0qo0qIyYhEzpOb72HPa4M7e1Ge-wAY
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| Section | Weight | Objectives |
|---|---|---|
| Principles of Operations Management | 15-20% | - Definition, scope and role of operations management - Operations strategy alignment with organizational goals - Linkages between operations, procurement and supply chain - Input-transformation-output model - Value creation, efficiency and effectiveness |
| Operational Risk, Sustainability and Ethics | 15-20% | - Sustainable operations: green practices, circular economy - Ethical and responsible operations management - Identifying, assessing and mitigating operational risks - ESG considerations in operational design and delivery |
| Process Design, Planning and Improvement | 20-25% | - Process mapping, workflow and design principles - Continuous improvement methodologies: Kaizen, Six Sigma, Lean, BPR - Benchmarking and process optimization - Capacity planning, demand management and resource allocation - Forecasting, scheduling and inventory management |
| Lean, Agile and Responsive Operations | 15-20% | - Application in manufacturing, service and public sectors - Lean principles: waste elimination, value stream mapping - Agile approaches: flexibility, responsiveness and speed - Comparison and integration of lean and agile |
| Quality Management and Performance Measurement | 15-20% | - Total Quality Management (TQM) concepts and application - Measuring efficiency, productivity and customer satisfaction - Quality standards: ISO 9000 series and related frameworks - Quality control, assurance and improvement tools - Key Performance Indicators (KPIs) for operations |
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問題 #22
In the SERVQUAL model how many different types of gaps should be identified by a service provider?
答案：B
解題說明：
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.
問題 #23
In an organisation that uses Quality Assurance to ascertain whether a product meets the needs of a customer, which of the following are you likely to find?
答案：A
解題說明：
In Quality Assurance you'll find staff proactively checking products for defects. P.116 explains the difference between Quality Assurance and TQM. The other three options are what you would find as part of TQM. The easy way to remember the difference is that QA is reactive - its about checking the products for defects once they're made, and TQM is about creating processes so that defects don't happen in the first place.
問題 #24
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 1?
答案：B
解題說明：
The correct answers are as follows:
問題 #25
The goal of Operations Management is to create processes which ensure the three Es: Efficiency, Effectiveness and Efficacy. What is meant be Efficacy?
答案：B
解題說明：
1 is correct, Efficacy means the process meets its intended purpose (i.e. that it produces the intended result/ effect). This is from p.3 of the study guide.
問題 #26
Where a company produces many different but similar products, what is this dimension known as?
答案：B
解題說明：
This is high variety. Variation is about fluctuations in demand. See p.49
問題 #27
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L5M9認證題庫: https://www.kaoguti.com/L5M9_exam-pdf.html
P.S. KaoGuTi在Google Drive上分享了免費的2026 CIPS L5M9考試題庫：https://drive.google.com/open?id=1-n0qo0qIyYhEzpOb72HPa4M7e1Ge-wAY