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CIPS Operations Management Sample Questions:

1. At which point in the manufacturing process would Failure Mode and Effective Analysis (FMEA) be first used?

A) before manufacturing begins
B) at regular intervals during the manufacturing process
C) once all items have been processed, before the are sent to customers
D) on a faulty item if it is returned from a customer

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 7?

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

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

5. In an organisation that uses Quality Assurance to ascertain whether a product meets the needs of a customer, which of the following are you likely to find?

A) staff proactively checking products for defects
B) regular feedback loops from customers
C) proactive maintenance of equipment
D) a steering committee

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