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CIPS L5M9 Exam Syllabus Topics:

CIPS Operations Management Sample Questions:

1. 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

A) there is a transfer of ownership when purchasing a service
B) there is no variability in services
C) production and consumption occur simultaneously
D) services cannot be stored, unlike goods
E) it is not possible to return a service

2. A bread factory is introducing a 'Poka yolk' methodology to reduce defects. What will be the focus of this?

A) machinery- ensuring there is little to no downtime in machinery use
B) staff- the reduction of human error
C) inputs such as the quality of raw materials
D) outputs- which will be measured against strict criteria

3. Farmer Ted harvests strawberries and sells these to retailers. Once the strawberries are collected from the field they are sent through a machine which will sort them by colour- ensuring only red strawberries are sent for packaging and any green, unripe strawberries are not. Which method of Poka Yoke is being used here?

A) constant number method
B) standardisation method
C) sequence method
D) contact method

4. In which industry would scheduling, health and safety and quality control be key focuses of operations processes?

A) finance
B) retail
C) agriculture
D) construction

5. 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?

A) there is a gap between the service expected by customers and the service delivered
B) The booking process is very slow and doesn't meet customer expectations
C) customers are twice as likely to recommend the dentist if they had a positive experience
D) 80% of complaints are caused by 20% of the dentists

Solutions: