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CIPS L5M9 Exam Syllabus Topics:

CIPS Operations Management Sample Questions:

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

2. Companies that have high-visibility processes require higher levels of customer management skills than companies with low-visibility processes. Is this TRUE?

A) yes- high visibility companies often have lower operating costs because of this
B) no- all companies require customer management skills
C) yes- high visibility companies often have higher operating costs because of this
D) no- low visibility companies must focus on increasing levels of customer service

3. There are four manufacturing companies located on Seashell Industrial Estate. Each company creates a different product and employs a different maintenance approach to its operations. For each company, select the corresponding maintenance approach and the key operating process characteristic.
Company 1: This company creates craft beer and offers customers a tour of the brewery for a small charge. The brewing equipment is serviced monthly and the brewery is kept extremely clean. All equipment is labelled with the last service date.
Company 2: This company produces seasonal items such as Easter Eggs and Christmas Cake. The equipment has a control panel where lights will flash red advising staff to check oil levels and components. Staff can then report issues to the maintenance team if remedial work is required. Product demand fluctuates throughout the year.
Company 3: This equipment does not often break down and is only fixed when it is reported by staff as no longer working. Company 3 creates toys, providing a large range of product sizes and colours based on different customer requirements.
Company 4: Parts of the machine are serviced quarterly but in general, the machine is left to run its course and is then replaced when it is no longer financially viable to fix. The company produces cereal and the operating process is focused on the quantity produced and therefore uses standardised processes.
Complete the table below by listing the maintenance approach and operating process characteristic for each company.
Each response should only be used once: preventative maintenance, run to breakdown maintenance, condition-based maintenance, mixed maintenance, volume, visibility, variation, variety

Which of the following will you put into box 8?

A) volume
B) visibility
C) variation
D) variety

4. Bilal is an Operations Manager at an apple pie manufacturer and is currently undertaking an Aggregate Capacity Analysis.
What is the purpose of this?

A) It will help Bilal assess if he is working within the allocated budget
B) It will help Bilal decide if he needs to hire more workers in the short term to ensure the factory produces enough apple pies to meet demand
C) It will tell Bilal if he has the correct number of apples he needs to produce the desired number of apple pies
D) It will give Bilal an overall evaluation of the company's ability to meet demand fluctuations

5. Performance Benchmarking is a form of what type of benchmarking?

A) non-competitive
B) competitive
C) external
D) internal

Solutions: