CIPS L5M9

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CIPS L5M9 試験シラバストピック:

CIPS Operations Management 認定 L5M9 試験問題：

1. One of the main differences between Business Process Re-Engineering and Kaizen is that Kaizen is more expensive, is this true?

A) no- Business Process Re-Engineering is usually more expensive as a Consultant is often hired
B) yes- Kaizen uses a cross-functional team to implement
C) yes- Kaizen involves changing an entire process
D) no- Business Process Re-engineering is a slow process that involves all members of the team

2. Khaled has recently been hired as an Operations Manager at a company providing consultancy services. This is his first role in the service industry, previously he has worked at companies providing goods. He understands that services are intangible and therefore there is a difference in how Operations may be managed. Which of the following sentences about services are true? Select THREE

A) there is no variability in services
B) production and consumption occur simultaneously
C) it is not possible to return a service
D) there is a transfer of ownership when purchasing a service
E) services cannot be stored, unlike goods

3. Where a company produces many different but similar products, what is this dimension known as?

A) high variety
B) high variation
C) low variation
D) low variety

4. Logan has recently been appointed to the position of Operations Manager within in IT firm. The CEO has charged Logan with improving the performance of the department, in particular, in ensuring that promises made to customers are kept. Logan is therefore prioritising KPIs for the team including the delivering of services on-time and customer retention.
Which of the 5 Performance Objectives of Operations Management is Logan focusing on?

A) quality
B) speed
C) dependability
D) flexibility

5. 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 1?

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

質問と回答：