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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) 80% of complaints are caused by 20% of the dentists
B) there is a gap between the service expected by customers and the service delivered
C) The booking process is very slow and doesn't meet customer expectations
D) customers are twice as likely to recommend the dentist if they had a positive experience

2. A company should aim to achieve all its performance objectives at the same time to ensure success. Is this TRUE?

A) yes- focusing on all objectives simultaneously is the only way to achieve a higher profit and market share
B) no- companies should set performance criteria each month and this may change depending on market conditions
C) yes- a company should focus on all criteria at each stage of the product lifecycle
D) no- companies should select which objectives should take precedent over others depending on the focus of the organisation at that time

3. What is the main purpose of Six-Sigma?

A) reduce waste
B) eliminate variation
C) customer satisfaction
D) to break even

4. 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

5. Terrance is an Operations Director at a pharmaceutical company which produces vaccines. He has been made aware of a malfunctioning piece of equipment with a Mean Time between Failures rating of 2 days. What characteristic of the machinery is being measured?

A) cost
B) reliability
C) availability
D) durability

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