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CIPS L5M9 Exam Syllabus Topics:

SectionObjectives
Topic 1: Understand the improvement of operations management- Analyse operations improvement strategies
  • 1. Lean operations and waste reduction
  • 2. Benchmarking techniques
  • 3. Continuous improvement (Kaizen)
- Analyse quality management and improvement
  • 1. Quality management approaches (TQM, Six Sigma)
  • 2. Statistical process control
Topic 2: Understand the concept and scope of operations management- Critically assess the objectives and strategies of operations management
  • 1. The stages of development of operations strategy
  • 2. The performance objectives of operations management (quality, speed, dependability, flexibility and cost)
  • 3. From implementing to supporting to driving strategy
  • 4. Top down and bottom up perspectives of operations strategy
  • 5. Order qualifying and order winning objectives
- Analyse the role and activities of operations management in organisations
  • 1. Definitions of operations and operations management
  • 2. The extent of operations management in organisations
  • 3. Operations management in different types of organisations
Topic 3: Understand the design of operations management systems- Analyse the design of goods and services
  • 1. Product and service design considerations
  • 2. Design for sustainability and lifecycle
- Analyse the design of processes and capacity
  • 1. Process types and layouts
  • 2. Capacity planning strategies
Topic 4: Understand planning and control in operations management- Analyse forecasting and demand management
  • 1. Forecasting methods
  • 2. Demand management approaches
- Analyse inventory planning and control
  • 1. Inventory models and systems
  • 2. Just-in-time and lean principles
- Analyse capacity planning and control
  • 1. Aggregate planning
  • 2. Scheduling techniques

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CIPS Operations Management Sample Questions (Q110-Q115):

NEW QUESTION # 110
In the SERVQUAL model how many different types of gaps should be identified by a service provider?

Answer: B

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 # 111
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: A

Explanation:
Responsiveness is incorrect. The R in RATER stands for reliability. The full acronym is; reliability, assurance, tangibles, empathy, responsiveness. P.58


NEW QUESTION # 112
According to Juran, there are several options to improve quality- these include which of the following? Select THREE

Answer: A,C,E

Explanation:
repair, refine and renovate are part of Juran's quality improvement interventions ( there are '4 Rs' - the last one is reinvent- p.122). The end of Chapter 2.3 talks about three different philosophies of TQM: Crosby, Juran and Deming. As far as I'm aware these don't come up often as questions, mainly because they're all so similar. You may get a question on this, and possibly on Deming's Plan-Do-Check-Act cycle (CIPS LOVE the Deming cycle for some reason) but don't stress too much about memorising all the philosophies word for word.


NEW QUESTION # 113
Which of the following items created by an organisation are intangible? Select TWO

Answer: C,D

Explanation:
Legal Advice and a massage are intangible. This means you can't physically hold or see the item. There is a lot in this module on the differences between services and goods- it's important to remember that goods are tangible and services are intangible. P.56


NEW QUESTION # 114
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: A,B

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 # 115
......

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