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CIPS Operations Management Sample Questions:

1. Which of the following do you need to know in order to work out the gross profit margin of an item? Select TWO

A) costs of goods sold
B) sales volume
C) revenue
D) net profit

2. Below are details of five companies who operate a Total Quality Management System (TQM). For each company, select the system used and identify which area of the Balanced Scorecard this relates to.
Company 1: The focus of this company is to gather real-time data to assess the quality of products created during the manufacturing process. There are tight budgets and reworking any defects will affect the bottom line.
Company 2: This company is concerned about how their products are received. They have recently completed market research focused on their client's feelings. The objective is now to improve the product's look and performance to meet these expectations.
Company 3: The focus of this company is defining the customer requirements and translating this into a high-quality specification and effective operational process.
Company 4: Within this company there is a group of 6 employees who meet regularly with the objective of reducing issues that arise in the manufacturing of products.
Complete the table below by listing the TQM System used and the relevant Balanced Scorecard criteria for each company. Each response should only be used once: Quality Circle, Statistical Process Control, Kansei Engineering, Quality Function Deployment, Finance Criteria, Business Process Criteria, Learning and Growth Criteria, Customer Criteria.

Which of the following will you put into box 2?

A) statistical process control
B) kansei engineering
C) quality function deployment
D) quality circle

3. In the Balanced Scorecard approach to measuring performance measures, which of the following is considered a 'hard parameter'?

A) learning and growth
B) financial
C) customer
D) business processes

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. In the SERVQUAL model how many different types of gaps should be identified by a service provider?

A) 10
B) 3
C) 1
D) 5

Solutions: