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CIPS L5M9 Exam Syllabus Topics:

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

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                                                  CIPS Operations Management Sample Questions (Q99-Q104):

                                                  NEW QUESTION # 99
                                                  Khaled has recently been hired as an Operations Manager at a company providing consultancy services. This is his first role in the service industry, previously he has worked at companies providing goods. He understands that services are intangible and therefore there is a difference in how Operations may be managed. Which of the following sentences about services are true? Select THREE

                                                  Answer: B,D,E

                                                  Explanation:
                                                  The correct sentences are 2, 3 and 5. This is from the table comparing services and goods on p.47. Note that you can ask for a refund if you're unhappy with a service, but you can't physically return the service you've received. Option 1 is incorrect- there is no transfer of ownership with services (there is with goods). Option 4 is incorrect as every service is different- there is a high level of variability in delivery.


                                                  NEW QUESTION # 100
                                                  Which of the following will increase 'order winning' objectives of a retail organisation?

                                                  Answer: B

                                                  Explanation:
                                                  4 is the correct answer. Here you're looking for the answer which will ensure a customer always picks this business over competitors. Of the four options given, loyalty is the only one that would make sense. Remember 'order winners' are the 'customers' justification for their purchase of a product or service'- this is a direct quote from P.43


                                                  NEW QUESTION # 101
                                                  What is the main purpose of Six-Sigma?

                                                  Answer: B

                                                  Explanation:
                                                  The primary purpose of six-sigma is to eliminate variation. It's a form of quality control used a lot in manufacturing. See p.136


                                                  NEW QUESTION # 102
                                                  Managing Events and Relationships is a key application of Operations Management in which sector?

                                                  Answer: C

                                                  Explanation:
                                                  The correct answer is retail. Retail stores will often do promotions for different items at different times of the year (e.g. Trees at Christmas, Chocolate Eggs at Easter, BBQs in the summer). The other sectors listed do not do events in the same way or to the same extent (if at all). See p.63 for more on Operations in the Retail sector.


                                                  NEW QUESTION # 103
                                                  Tools by Tom is a manufacturer of hardware. They have recently advertised that a new range of hammers would be released shortly, however due to issues in the supply chain and a low-quality delivery of steal, the production of the new hammers has been put on hold. Of the following, which are internal impacts of failure for the company? Select TWO.

                                                  Answer: C,E

                                                  Explanation:
                                                  3 and 4 are internal impacts of failure- the others are external. See p.93 for more information.


                                                  NEW QUESTION # 104
                                                  ......

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