CIPS Operations Management Sample Questions:

1. 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) satisfaction gap
C) delivery gap
D) standards gap

2. Which of the following is a benefit to a company of introducing TQM?

A) higher profit margins
B) benchmarking is made easier
C) increased customer loyalty
D) improved supplier relations

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

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

4. JJ Ltd is a sporting goods manufacturer who is based in the UK. It is considering expanding its operations to include manufacturing sites based in South Americ a. Which of the following considerations will JJ Ltd need to consider now that they are becoming an international organisation? Select TWO

A) product design
B) keeping costs down
C) cultural aspects
D) quality standards

5. When conducting a Failure Mode and Effective Analysis (FMEA) which system could be used to show risks to a business's operations? Select TWO

A) RAG System
B) Scale 1-10
C) ABC Analysis
D) Colour Code

Solutions: