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NEW QUESTION # 58
George has recently been hired as the new Operations Manager at a cake factory. He has 10 years; experience but his most recent employment was as an Operations Manager in an accountancy firm. George believes that the skills and responsibilities of an Operations Manager is the same regardless of the organisation he works for. Which of the following would be one of these responsibilities? Select TWO
- A. manage a team
- B. keep customers happy
- C. create competitive advantage
- D. increase profit
Answer: B,C
Explanation:
The correct answer is keep customers happy and create competitive advantage. This is from p.4 of the study guide. The key in this question is that you're looking for a universal responsibility for an Operations Manager- something that doesn't depend on the organisation. For this reason increase profits and managing a team are incorrect. Not every Ops Manager will be tasked to increase profits and not every Ops Manager will have direct line management responsibilities. The study guide states 'their key role is to guarantee that available resources and efficiently used in order to create competitive advantage for the organisation and keep customers satisfied'.
NEW QUESTION # 59
Below are details of 4 local manufacturing companies. For each company you must decide what the main objective is for the organisation and what layout their manufacturing plant has.
Company 1: This company creates large, delicate products which are hard to move. The main aim of the company is to stand out from competitors due to the superior level of materials used and by using the latest forms of technology to create the items.
Company 2: This company produces 72 different items and has designated zones within its premises for the creation of each item. The zones are organised based on the technology used and some products may be passed between different zones to be completed. The company creates many different items in response to changing customer demands, with many product lines only lasting a single season.
Company 3: Company 3 creates one product which flows along a single production line, with staff members adding to the product on four different occasions. The company must produce a high volume of this singular product in order to break even. Therefore, there is always a steady flow of items through the plant and it is important there is no stoppage in production.
Company 4: This company produces small batches of products, as and when they are ordered by customers. Due to uncertainty in demand, a high profit margin is added to the cost of each item. Teams in the factory are grouped into different areas depending on the technological process they are using.
Complete the table below by listing the objective criteria and plant layout for each company. Each response should only be used once: flexibility, speed, quality, cost, functional layout, cell layout, product layout, fixed-position layout
Which of the following will you put into box 7?
- A. fixed-position layout
- B. functional layout
- C. product layout
- D. cell layout
Answer: C
Explanation:
The correct answers are as follows:
NEW QUESTION # 60
At which point in the manufacturing process would Failure Mode and Effective Analysis (FMEA) be first used?
- A. at regular intervals during the manufacturing process
- B. once all items have been processed, before the are sent to customers
- C. before manufacturing begins
- D. on a faulty item if it is returned from a customer
Answer: C
Explanation:
The question asks when it can be FIRST used so the correct answer is 1. FMEA detects failures early in the process, usually before mass production begins, and looks at potential failures in both design and process. It may be conducted when you have a prototype as well as later on in the manufacturing process, or when products are returned faulty. P.97-98
NEW QUESTION # 61
The operating process which ensures projects are completed according to customers' specifications is known as what?
- A. project management
- B. procurement
- C. process selection
- D. quality control
Answer: D
Explanation:
This is quality control. The definition is taken from p.64. It comes under the section on construction, but can be applied to other industries too, particularly manufacturing.
NEW QUESTION # 62
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. The booking process is very slow and doesn't meet customer expectations
- B. 80% of complaints are caused by 20% of the dentists
- C. customers are twice as likely to recommend the dentist if they had a positive experience
- D. there is a gap between the service expected by customers and the service delivered
Answer: B
Explanation:
Pareto is also known as the 80/20 rule- therefore the only correct option could be 1. P.126 talks about how Pareto is applied in diagnosing quality problems within an organisation. You'll have come across Pareto in Level 4 when it was used as a way of classifying inventory.
NEW QUESTION # 63
In which stage of development does the operations department contribute competitive advantage to an organisation?
- A. internally supportive
- B. externally neutral
- C. internally neutral
- D. externally supportive
Answer: D
Explanation:
Externally supportive is the final stage of the Hayes and Wheelwright Operations Contribution Model. At this stage Operations is proactive, and has high levels of innovation and adaption. See p.31
NEW QUESTION # 64
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 8?
- A. learning and growth criteria
- B. finance criteria
- C. business process criteria
- D. customer criteria
Answer: A
Explanation:
NEW QUESTION # 65
Paul is conducting a Quality Assessment on the products created at a fabric factory. Among other factors, he believes quality is concerned with conformance and aesthetics. Is Paul correct?
- A. No- quality is not concerned with aesthetics
- B. Yes- other criteria include cost and speed
- C. No- quality criteria includes performance and reliability
- D. Yes- other criteria include performance and reliability
Answer: D
Explanation:
Firstly the statement is true- so discount options 3 and 4. Then between 1 and 2, 2 is incorrect because cost and speed are NOT characteristics of quality. Quality is concerned with; performance, features, reliability, conformance, durability and aesthetics - Garvin (1987). P.76
NEW QUESTION # 66
Where a company produces many different but similar products, what is this dimension known as?
- A. low variety
- B. high variation
- C. high variety
- D. low variation
Answer: C
Explanation:
This is high variety. Variation is about fluctuations in demand. See p.49
NEW QUESTION # 67
A bread factory is introducing a 'Poka yolk' methodology to reduce defects. What will be the focus of this?
- A. inputs such as the quality of raw materials
- B. machinery- ensuring there is little to no downtime in machinery use
- C. staff- the reduction of human error
- D. outputs- which will be measured against strict criteria
Answer: C
Explanation:
Poka Yolk is about reducing human / user errors. This is from p.134
NEW QUESTION # 68
Tools by Tom is a manufacturer of hardware. They have recently advertised that a new range of hammers would be released shortly, however due to issues in the supply chain and a low-quality delivery of steal, the production of the new hammers has been put on hold. Of the following, which are internal impacts of failure for the company? Select TWO.
- A. loss of credibility
- B. customer complaints
- C. decreased market share
- D. downtime
- E. wasted resources
Answer: D,E
Explanation:
3 and 4 are internal impacts of failure- the others are external. See p.93 for more information.
NEW QUESTION # 69
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 is concerned with ensuring the organisation is profitable
- C. yes- operations management is ensuring a company has the correct resources to create goods
- D. no - operations management can also be concerned with the creation of intangible goods
Answer: D
Explanation:
you can't touch or hold), also requires operations management. P.2
NEW QUESTION # 70
Which of the following is not a key stakeholder in the implementation of Six-Sigma?
- A. employees
- B. processes
- C. customers
- D. suppliers
Answer: D
Explanation:
Suppliers are not a stakeholder for Six Sigma- the other three are- this is from p.136
NEW QUESTION # 71
There are four manufacturing companies located on Seashell Industrial Estate. Each company creates a different product and employs a different maintenance approach to its operations. For each company, select the corresponding maintenance approach and the key operating process characteristic.
Company 1: This company creates craft beer and offers customers a tour of the brewery for a small charge. The brewing equipment is serviced monthly and the brewery is kept extremely clean. All equipment is labelled with the last service date.
Company 2: This company produces seasonal items such as Easter Eggs and Christmas Cake. The equipment has a control panel where lights will flash red advising staff to check oil levels and components. Staff can then report issues to the maintenance team if remedial work is required. Product demand fluctuates throughout the year.
Company 3: This equipment does not often break down and is only fixed when it is reported by staff as no longer working. Company 3 creates toys, providing a large range of product sizes and colours based on different customer requirements.
Company 4: Parts of the machine are serviced quarterly but in general, the machine is left to run its course and is then replaced when it is no longer financially viable to fix. The company produces cereal and the operating process is focused on the quantity produced and therefore uses standardised processes.
Complete the table below by listing the maintenance approach and operating process characteristic for each company. Each response should only be used once: preventative maintenance, run to breakdown maintenance, condition-based maintenance, mixed maintenance, volume, visibility, variation, variety
Which of the following will you put into box 2?
- A. preventative maintenance
- B. mixed maintenance
- C. run-to-breakdown maintenance
- D. condition-based maintenance
Answer: D
Explanation:
The correct answers are as follows:
NEW QUESTION # 72
Barry is a Hotel Manager and is keen to understand where his business is failing. He has asked his staff to conduct a number of different techniques to uncover failures within the service. Of those listed below, which of the following would provide Barry with answers the quickest? Select TWO
- A. point-of-departure interviews
- B. in-process checks
- C. machine diagnostic checks
- D. phone surveys
Answer: B,C
Explanation:
In-process checks and machine diagnostic checks provide answers the quickest as these are conducted DURING processes. Surveys and Point-of-departure interviews are conducted AFTER guests have left- so there is a time-delay here. They're also more resource- intensive. See p.96 for a list of techniques that can be used by a company to uncover failures.
NEW QUESTION # 73
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. new product development
- B. performance measurements
- C. supply network
- D. quality
- E. capacity
Answer: C,E
Explanation:
Capacity and Supply Network are structure-related. The other three are Infrastructure-related. This is from p.35-36 of the study guide. Structure is about the 'hardware' of the business and physical attributes. Infra-structure is considered the software and are easier to change.
NEW QUESTION # 74
Below are details of 4 local manufacturing companies. For each company you must decide what the main objective is for the organisation and what layout their manufacturing plant has.
Company 1: This company creates large, delicate products which are hard to move. The main aim of the company is to stand out from competitors due to the superior level of materials used and by using the latest forms of technology to create the items.
Company 2: This company produces 72 different items and has designated zones within its premises for the creation of each item. The zones are organised based on the technology used and some products may be passed between different zones to be completed. The company creates many different items in response to changing customer demands, with many product lines only lasting a single season.
Company 3: Company 3 creates one product which flows along a single production line, with staff members adding to the product on four different occasions. The company must produce a high volume of this singular product in order to break even. Therefore, there is always a steady flow of items through the plant and it is important there is no stoppage in production.
Company 4: This company produces small batches of products, as and when they are ordered by customers. Due to uncertainty in demand, a high profit margin is added to the cost of each item. Teams in the factory are grouped into different areas depending on the technological process they are using.
Complete the table below by listing the objective criteria and plant layout for each company. Each response should only be used once: flexibility, speed, quality, cost, functional layout, cell layout, product layout, fixed-position layout
Which of the following will you put into box 5?
- A. product layout
- B. functional layout
- C. fixed-position layout
- D. cell layout
Answer: C
Explanation:
The correct answers are as follows:
NEW QUESTION # 75
Which of the following is not an example of Statistical Process Control?
- A. Check Sheet
- B. Histogram
- C. Flowchart
- D. Scatter Diagram
Answer: C
Explanation:
A flowchart isn't considered a Statistical Process Control because it doesn't involve statistics- this is from p.124. If you're thinking that the others might not include statistic... That was my thoughts when I first read this chapter- but remember to just go with what the study guide says.
NEW QUESTION # 76
Managing Events and Relationships is a key application of Operations Management in which sector?
- A. agriculture
- B. retail
- C. finance
- D. manufacturing
Answer: B
Explanation:
The correct answer is retail. Retail stores will often do promotions for different items at different times of the year (e.g. Trees at Christmas, Chocolate Eggs at Easter, BBQs in the summer). The other sectors listed do not do events in the same way or to the same extent (if at all). See p.63 for more on Operations in the Retail sector.
NEW QUESTION # 77
There are four dimensions of operating processes; volume, variety, variation and visibility. What is meant by variation?
- A. the fluctuation in demand for an item
- B. the number of different customers / markets for the product
- C. the number of different products made
- D. the amount of different uses for the item being produced
Answer: A
Explanation:
The correct answer is 1- fluctuation in demand for an item. E.g. demand for woolly hats has a high variation depending on the time of year. Other products such as bread have a low variation as demand is more constant. Be careful not to confuse variation with variety. Variety is the number of different products made. This is from p.48-49
NEW QUESTION # 78
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. dependability
- B. quality
- C. flexibility
- D. speed
Answer: A
Explanation:
This is dependability because it relates to keeping promises to customers. This is from p.37.
NEW QUESTION # 79
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 3?
- A. kansei engineering
- B. quality function deployment
- C. statistical process control
- D. quality circle
Answer: B
Explanation:
The correct answers are as follows:
NEW QUESTION # 80
What is the end purpose of introducing a Total Quality Management process to the operations department of an organisation?
- A. customer satisfaction
- B. reducing costs
- C. increasing market share
- D. zero defects
Answer: A
Explanation:
The overarching goal of TQM is customer satisfaction. This is from p.105. There are a lot of questions in the exam on TQM so do revise this section
NEW QUESTION # 81
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