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CIPS L5M9 Exam Syllabus Topics:

CIPS Operations Management Sample Questions:

1. The DMAIC Methodology includes five phases, what are these?

A) design, measure, apply, improve, consult
B) define, measure, analyse, improve, control
C) define, manufacture, apply, increase, conclude
D) design, manufacture, analyse, implement, control

2. 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 5?

A) standards gap
B) satisfaction gap
C) communication gap
D) delivery gap

3. In Operations Management strategies, there are 10 strategic areas which fall into two categories: structure-related and infrastructure-related. Which of the following are structure-related? Select TWO

A) performance measurements
B) quality
C) new product development
D) capacity
E) supply network

4. The functional objectives of each business department must be set prior to the organisation setting the corporate objectives. Is this True?

A) yes- the most important objectives from each department will be selected to create the corporate objectives
B) yes- these individual objectives will collectively make up the corporate objectives
C) no- there does not need to be an alignment between functional and corporate objectives so they can be created at any time
D) no- the corporate objectives are set first

5. One of the main differences between Business Process Re-Engineering and Kaizen is that Kaizen is more expensive, is this true?

A) yes- Kaizen uses a cross-functional team to implement
B) no- Business Process Re-engineering is a slow process that involves all members of the team
C) no- Business Process Re-Engineering is usually more expensive as a Consultant is often hired
D) yes- Kaizen involves changing an entire process

Solutions: