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CIPS L5M9 Exam Syllabus Topics:

CIPS Operations Management Sample Questions:

1. A fast-food restaurant provides a drink machine for customers to use, which allows the customer to select the drink that they wish by putting their cup under the machine and pushing a button. The machine will first drop ice into the cup, but this button will not work unless the cup is placed on an X. What is this an example of?

A) redundancy
B) fail safing
C) preventative maintenance
D) run to breakdown

2. In the SERVQUAL model how many different types of gaps should be identified by a service provider?

A) 5
B) 1
C) 3
D) 10

3. Below are details of five companies who operate a Total Quality Management System (TQM). For each company, select the system used and identify which area of the Balanced Scorecard this relates to.
Company 1: The focus of this company is to gather real-time data to assess the quality of products created during the manufacturing process. There are tight budgets and reworking any defects will affect the bottom line.
Company 2: This company is concerned about how their products are received. They have recently completed market research focused on their client's feelings. The objective is now to improve the product's look and performance to meet these expectations.
Company 3: The focus of this company is defining the customer requirements and translating this into a high-quality specification and effective operational process.
Company 4: Within this company there is a group of 6 employees who meet regularly with the objective of reducing issues that arise in the manufacturing of products.
Complete the table below by listing the TQM System used and the relevant Balanced Scorecard criteria for each company. Each response should only be used once: Quality Circle, Statistical Process Control, Kansei Engineering, Quality Function Deployment, Finance Criteria, Business Process Criteria, Learning and Growth Criteria, Customer Criteria.

Which of the following will you put into box 3?

A) quality circle
B) kansei engineering
C) quality function deployment
D) statistical process control

4. Paul is conducting a Quality Assessment on the products created at a fabric factory. Among other factors, he believes quality is concerned with conformance and aesthetics. Is Paul correct?

A) No- quality criteria includes performance and reliability
B) Yes- other criteria include cost and speed
C) Yes- other criteria include performance and reliability
D) No- quality is not concerned with aesthetics

5. In what circumstances would an organisation use a Fishbone diagram?

A) to depict changes in quality
B) to demonstrate a pattern has occurred
C) to visually represent links between activities
D) to find the cause of an issue

Solutions: