CIPS Operations Management 認定 L5M9 試験問題:
1. Operations Management is concerned with the management of resources in the production of tangible goods. Is this TRUE?
A) yes- operations management ensures there are sufficient goods produced to meet customer demand
B) no - operations management can also be concerned with the creation of intangible goods
C) yes- operations management is ensuring a company has the correct resources to create goods
D) no- operations management is concerned with ensuring the organisation is profitable
2. In an organisation that uses Quality Assurance to ascertain whether a product meets the needs of a customer, which of the following are you likely to find?
A) proactive maintenance of equipment
B) a steering committee
C) staff proactively checking products for defects
D) regular feedback loops from customers
3. 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
4. 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 a transfer of ownership when purchasing a service
B) there is no variability in services
C) services cannot be stored, unlike goods
D) production and consumption occur simultaneously
E) it is not possible to return a service
5. In Operations Management strategies, there are 10 strategic areas which fall into two categories: structure-related and infrastructure-related. Which of the following are structure-related? Select TWO
A) capacity
B) new product development
C) performance measurements
D) supply network
E) quality
質問と回答：
| 質問 # 1 正解： B | 質問 # 2 正解： C | 質問 # 3 正解： A | 質問 # 4 正解： C、D、E | 質問 # 5 正解： A、D |
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