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CIPS L5M9 Exam Syllabus Topics:

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

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                                                  CIPS Operations Management 認定 L5M9 試験問題 (Q34-Q39):

                                                  質問 # 34
                                                  According to the Taguchi Loss Function there are two types of costs incurred when there is an issue with quality. What are these?

                                                  正解：B

                                                  解説：
                                                  The correct answer is private costs and social costs. Private costs include internal costs to the business (such as downtime, loss of staff/ money etc) and social costs affect the community and environment. P.133


                                                  質問 # 35
                                                  In the SERVQUAL model how many different types of gaps should be identified by a service provider?

                                                  正解：D

                                                  解説：
                                                  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.


                                                  質問 # 36
                                                  Below are details of 4 local manufacturing companies. For each company you must decide what the main objective is for the organisation and what layout their manufacturing plant has.
                                                  Company 1: This company creates large, delicate products which are hard to move. The main aim of the company is to stand out from competitors due to the superior level of materials used and by using the latest forms of technology to create the items.
                                                  Company 2: This company produces 72 different items and has designated zones within its premises for the creation of each item. The zones are organised based on the technology used and some products may be passed between different zones to be completed. The company creates many different items in response to changing customer demands, with many product lines only lasting a single season.
                                                  Company 3: Company 3 creates one product which flows along a single production line, with staff members adding to the product on four different occasions. The company must produce a high volume of this singular product in order to break even. Therefore, there is always a steady flow of items through the plant and it is important there is no stoppage in production.
                                                  Company 4: This company produces small batches of products, as and when they are ordered by customers. Due to uncertainty in demand, a high profit margin is added to the cost of each item. Teams in the factory are grouped into different areas depending on the technological process they are using.
                                                  Complete the table below by listing the objective criteria and plant layout for each company. Each response should only be used once: flexibility, speed, quality, cost, functional layout, cell layout, product layout, fixed-position layout

                                                  Which of the following will you put into box 3?

                                                  正解：D

                                                  解説：
                                                  The correct answers are as follows:


                                                  質問 # 37
                                                  Joan is the Operations Manager at a Dentist Surgery and has recently completed a Pareto Analysis with the hopes of improving the quality of service offered. Which of the following would be a possible finding from this analysis?

                                                  正解：B

                                                  解説：
                                                  Pareto is also known as the 80/20 rule- therefore the only correct option could be 1. P.126 talks about how Pareto is applied in diagnosing quality problems within an organisation. You'll have come across Pareto in Level 4 when it was used as a way of classifying inventory.


                                                  質問 # 38
                                                  What is the end purpose of introducing a Total Quality Management process to the operations department of an organisation?

                                                  正解：B

                                                  解説：
                                                  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


                                                  質問 # 39
                                                  ......

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