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CIPS Operations Management Sample Questions:

1. Which of the following are performance objectives which can be applied to the Operations department at any organisation? Select THREE

A) innovation
B) cost reduction
C) dependability
D) flexibility
E) quality

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 6?

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

3. Moto Ltd is a car manufacturer based in Japan. They implement a Kansei Engineering process. In Kansei Engineering which of the following is considered?

A) ethical considerations
B) costs of raw materials
C) environmental impact
D) customer emotions

4. Isobel is an Operations Manager at a plastics company and is conducting a Failure Mode and Effective Analysis (FMEA) on some products that the company manufactures. Which of the following areas would malfunctions be detected in when conducting a FMEA? Select TWO

A) delivery
B) operations
C) design
D) process

5. A company should aim to achieve all its performance objectives at the same time to ensure success. Is this TRUE?

A) no- companies should select which objectives should take precedent over others depending on the focus of the organisation at that time
B) no- companies should set performance criteria each month and this may change depending on market conditions
C) yes- focusing on all objectives simultaneously is the only way to achieve a higher profit and market share
D) yes- a company should focus on all criteria at each stage of the product lifecycle

Solutions: