Question 1

Which improvement theory follows the maxim of 'don't automate, obliterate'?

Options :

A : BPR

B :

Benchmarking

C : Continuous Improvement

D : ERP

Answer: A

Question 2

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?

Options :

A : dependability

B : flexibility

C : quality

D : speed

Answer: A

Question 3

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.

2022-06-09-11-14-33-89850b65b968b5245b153ef2dfcf83d9

Which of the following will you put into box 3?

Options :

A : procurement

B : finance

C : sales

D : production

Answer: B

Question 4

There are 5 foundational aspects of Total Productive Maintenance. Which of the following do these include? Select THREE

Options :

A : sorting

B : sustaining

C : shining

D : selling

E : selecting

Answer: A,B,C

Question 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.

2022-06-13-17-33-57-19e142dbbd528990cb647bd55de57a14

Which of the following will you put into box 7?

Options :

A : finance criteria

B : business process criteria

C : learning and growth criteria

D : customer criteria

Answer: B