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CIPS Operations Management Sample Questions:

1. The operating process which ensures projects are completed according to customers' specifications is known as what?

A) project management
B) process selection
C) quality control
D) procurement

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 8?

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

3. Which of the following are performance objectives which can be applied to the Operations department at any organisation? Select THREE

A) flexibility
B) innovation
C) dependability
D) quality
E) cost reduction

4. At Red Glass Ltd a strategy has been developed by the Operations Department to reduce costs and streamline supply chain operations. This is being incorporated into the organisation's overarching corporate strategy. What is the name given to this type of strategy development?

A) bottom- up
B) structure-related strategy
C) lean
D) value engineering

5. The Public Sector only provides Services not Goods. Is this TRUE?

A) yes- the private sector is responsible for the production of goods, whereas services can be provided either by the public or private sector
B) yes- the public sector provides services such as education and health care
C) no- the public sector provides goods rather than services
D) no- the public sector may provide goods as well as services

Solutions: