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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Quality Management and Performance Measurement | 15-20% | - 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 - Measuring efficiency, productivity and customer satisfaction |
| Topic 2: Operational Risk, Sustainability and Ethics | 15-20% | - Sustainable operations: green practices, circular economy - ESG considerations in operational design and delivery - Ethical and responsible operations management - Identifying, assessing and mitigating operational risks |
| Topic 3: 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 4: Process Design, Planning and Improvement | 20-25% | - Capacity planning, demand management and resource allocation - Process mapping, workflow and design principles - Forecasting, scheduling and inventory management - Benchmarking and process optimization - Continuous improvement methodologies: Kaizen, Six Sigma, Lean, BPR |
| Topic 5: Lean, Agile and Responsive Operations | 15-20% | - Application in manufacturing, service and public sectors - Comparison and integration of lean and agile - Agile approaches: flexibility, responsiveness and speed - Lean principles: waste elimination, value stream mapping |
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NEW QUESTION # 10
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 3?
Answer: A
Explanation:
The correct answers are as follows:
NEW QUESTION # 11
What is the end purpose of introducing a Total Quality Management process to the operations department of an organisation?
Answer: A
Explanation:
The overarching goal of TQM is customer satisfaction. This is from p.105. There are a lot of questions in the exam on TQM so do revise this section
NEW QUESTION # 12
In which industry would scheduling, health and safety and quality control be key focuses of operations processes?
Answer: B
Explanation:
The correct response is Construction. Out of those listed, it is the one most concerned with Health and Safety. This is from p.64
NEW QUESTION # 13
There are 5 foundational aspects of Total Productive Maintenance. Which of the following do these include? Select THREE
Answer: B,D,E
Explanation:
The 5S Model is always to do with cleaning and organising. Therefore the correct answers are sorting, sustaining and shining. You may have seen this in other modules and the words might be slightly different, for example sweeping sometimes comes up instead of shining. The reason for the changes is that these are translations from Japanese, and depending on who translated it, the list is sometimes different. They always make the words begin with S though. See p.110
NEW QUESTION # 14
Performance Benchmarking is a form of what type of benchmarking?
Answer: D
Explanation:
Performance Benchmarking is an internal form of benchmarking where you compare the performance of 2 different departments against each other. This is from p.82.
NEW QUESTION # 15
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