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CIPS Operations Management Sample Questions:

1. An 'Order Qualifying' Objective contributes to the success of a business in that it is a criteria that will guarantee a customer will purchase an item. Is this sentence TRUE?

A) no- this means a customer will buy from the organisation, but not this particular product
B) no- order qualifying is the process of accepting an order from a client, which may be rejected by the organisation
C) yes- this means the product is superior to that of competitors
D) yes- these objectives always guarantee a sale

2. Which of the following would you likely find on a Process Control Chart which is being used to monitor the quality of products manufactured in a factory?

A) upper and lower control limits
B) frequency of defects
C) arrows showing the flow of goods
D) different activities completed and the amount of slack available in each activity

3. 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 7?

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

4. Total Productive Maintenance and Just in Time are examples of Total Quality Management (TQM). Is this correct?

A) yes- other examples include business process re-engineering
B) no- TQM includes quality circles and quality function deployment
C) no- TQM includes Kansai engineering
D) yes- other examples include statistical process control

5. The methodology for defining customer requirements and creating products that meet those needs is commonly known as which of the following?

A) value engineering
B) defining business needs
C) business process re-engineering
D) quality function deployment

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