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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) 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

2. What is the end purpose of introducing a Total Quality Management process to the operations department of an organisation?

A) increasing market share
B) customer satisfaction
C) zero defects
D) reducing costs

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 1?

A) condition-based maintenance
B) run-to-breakdown maintenance
C) mixed maintenance
D) preventative maintenance

4. Which of the following situations would use a fixed-position layout?

A) supermarket
B) vehicle assembly
C) ship construction
D) buffet style restaurant

5. Which of the following will increase 'order winning' objectives of a retail organisation?

A) increased costs
B) customer loyalty
C) improved supplier relations
D) streamlined operations procedures

Solutions: