2026 Realistic L5M9 Dumps Latest CIPS Practice Tests Dumps
L5M9 Dumps PDF - L5M9 Real Exam Questions Answers
NEW QUESTION # 57
How can a company measure the dependability of an item it produces? Select TWO
- A. variety of colours offered
- B. how quickly complaints are resolved
- C. gross profit margin
- D. documentation is accurate
- E. number of injuries caused by the product
Answer: D,E
Explanation:
1 and 5 are characteristics of dependability (p.76). 2 is about speed, 3 is about flexibility and 4 is about cost.
NEW QUESTION # 58
An 'Order Qualifying' Objective contributes to the success of a business in that it is a criteria that will guarantee a customer will purchase an item. Is this sentence TRUE?
- A. no- this means a customer will buy from the organisation, but not this particular product
- B. yes- this means the product is superior to that of competitors
- C. yes- these objectives always guarantee a sale
- D. no- order qualifying is the process of accepting an order from a client, which may be rejected by the organisation
Answer: A
Explanation:
3 is correct- the sentence is false. 'Order Qualifying' is 'not a major factor in determining business success but plays a role in determining whether a customer will consider buying from the business or not'. This is a direct quote from p.43. 'Order Winners' is something that will guarantee a customer buys that product.
NEW QUESTION # 59
Under what circumstances would an 'intermittent operations' process be the most suitable?
- A. many different items are produced in low quantities
- B. where quality assurance must be carried out regularly
- C. an organisation with low numbers of manufacturing staff
- D. in high value, high volume production
Answer: A
Explanation:
1 is the correct answer. Intermittent operations is when you have different products that require different product arrangements. For example when you produce several items in small batches and need to change the configuration of the machines regularly. A factory that makes boxes of chocolates will use intermittent operations as they'll produce 12 different types of chocolate to go into the boxes- they'll need to stop operations after each type is made, to then set up to make the next type. This is the opposite of continuous production, where you make one product continuously (e.g. tins of tomatoes). This is from p.13. Option 2 is incorrect as quality assurance wouldn't stop production. Option 3 is incorrect as you can have a few staff doing continuous operations. Option 4 is incorrect as a high volume would indicate this is continuous production rather than intermittent. See p.13.
NEW QUESTION # 60
A fast-food restaurant provides a drink machine for customers to use, which allows the customer to select the drink that they wish by putting their cup under the machine and pushing a button. The machine will first drop ice into the cup, but this button will not work unless the cup is placed on an X. What is this an example of?
- A. run to breakdown
- B. redundancy
- C. fail safing
- D. preventative maintenance
Answer: C
Explanation:
This is fail safing. Fail safing is a design feature that prevents a failure. In this case, it prevents ice being dropped on the floor if there is no cup there. There are some good examples of this on p.102
NEW QUESTION # 61
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 2?
- A. production
- B. procurement
- C. finance
- D. sales
Answer: B
Explanation:
The correct answers are as follows:
NEW QUESTION # 62
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.
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 4?
- A. production
- B. procurement
- C. sales
- D. finance
Answer: C
Explanation:
The correct answers are as follows:
NEW QUESTION # 63
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 8?
- A. volume
- B. variation
- C. variety
- D. visibility
Answer: A
Explanation:
The correct answers are as follows:
NEW QUESTION # 64
The RATER methodology looks at the key dimensions to providing an effective service. Which of the following is not a dimension of this framework?
- A. tangibles
- B. assurance
- C. responsiveness
- D. empathy
Answer: C
Explanation:
Responsiveness is incorrect. The R in RATER stands for reliability. The full acronym is; reliability, assurance, tangibles, empathy, responsiveness. P.58
NEW QUESTION # 65
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. in-process checks
- B. phone surveys
- C. point-of-departure interviews
- D. machine diagnostic checks
Answer: A,D
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 # 66
Which of the following is a benefit to a company of introducing TQM?
- A. benchmarking is made easier
- B. improved supplier relations
- C. higher profit margins
- D. increased customer loyalty
Answer: D
Explanation:
Increased customer loyalty is a benefit of TQM (p.107). This is because the focus of TQM is customer satisfaction and this in turn will lead to customer loyalty.
NEW QUESTION # 67
What is the name given to a person in an organisation who is competent in the Six-Sigma approach?
- A. Black Belt
- B. Quality Circle Leader
- C. Master
- D. Project Owner
Answer: A
Explanation:
They're known as black belts (yes, like in martial arts). To gain a black belt in Six-Sigma you usually have to undergo a training course and have so many hours experience. See p.139.
NEW QUESTION # 68
What is the purpose of a quality circle?
- A. to resolve problems in the workplace
- B. to reduce the number of defects
- C. to increase turnover
- D. to mitigate risks to the organisation
Answer: A
Explanation:
A Quality Circle is a small group of employees who meet regularly to resolve problems in the workplace. This is from p.111
NEW QUESTION # 69
In the SERVQUAL model how many different types of gaps should be identified by a service provider?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: A
Explanation:
There are 5 gaps in the SERVQUAL model: knowledge, standards, delivery, communication and satisfaction. The gaps measure the 'distance' between what the company provides and what customers expect. See p.56-57.
NEW QUESTION # 70
The methodology for defining customer requirements and creating products that meet those needs is commonly known as which of the following?
- A. quality function deployment
- B. defining business needs
- C. value engineering
- D. business process re-engineering
Answer: A
Explanation:
This is Quality Function Deployment. It's a framework for ensuring that products are designed in line with what customers want/ need. P.112
NEW QUESTION # 71
An Operations Manager is responsible for making many decisions. Which of the following would be a strategic decision made by an Operations Manager?
- A. scheduling the production of manufactured goods
- B. deciding how to allocate key raw materials among the functional areas
- C. creating quality standards
- D. deciding which inventory to carry
Answer: B
Explanation:
4 is the only strategic decision listed here. The other options are 'operations decisions' rather than 'strategic'. Strategic decisions influence the direction the company is going in and may have an effect on the long-term strategy of the company. Operational decisions are about ensuring everything runs smoothly and the Five Rights are achieved. This is from p.4-6 of the study guide.
NEW QUESTION # 72
A lorry used for transporting goods between warehouses has a light that flashes up on the dashboard when engine oil needs to be replaced soon. This is an example of what form of maintenance?
- A. reactive
- B. preventative
- C. run to breakdown
- D. condition-based maintenance
Answer: D
Explanation:
This is an example of condition-based maintenance. This is when, prior to failure, the user is alerted to a potential problem and given time to fix it before it happens. Preventative maintenance is proactively checking regularly, so in this scenario it would be the driver checking the oil level manually before each journey. Reactive maintenance would be changing the oil when it needs changing (not beforehand). Run to breakdown would be driving the vehicle until it doesn't go any more then replacing the vehicle. See p.103.
NEW QUESTION # 73
Spotted Elephant Ltd is a confectionary manufacturer whose operations department is headed by Brian. Brian is looking into Total Quality Management and ways of implementing this in the factory. He is considering the introduction of Total Productive Maintenance. What would this involve?
- A. using a pull inventory system
- B. business process re-engineering
- C. servicing the machinery more frequently
- D. introducing quality assurance processes for the confectionary items produced
Answer: C
Explanation:
2 is the correct answer. The Total Productive Maintenance approach is about ensuring machinery is always at fulloperating power. In order to do this, the machinery will need to be serviced more frequently. See p.109
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 1?
- A. flexibility
- B. cost
- C. quality
- D. speed
Answer: C
Explanation:
The correct answers are as follows:
NEW QUESTION # 75
Where a company produces many different but similar products, what is this dimension known as?
- A. high variety
- B. low variety
- C. high variation
- D. low variation
Answer: A
Explanation:
This is high variety. Variation is about fluctuations in demand. See p.49
NEW QUESTION # 76
Which of the following do you need to know in order to work out the gross profit margin of an item? Select TWO
- A. costs of goods sold
- B. revenue
- C. net profit
- D. sales volume
Answer: A,B
Explanation:
The formula for working out gross profit is (revenue - cost of goods sold) divided by revenue. Therefore 2 and 3 are correct. It's unlikely you will have to do any mathematical calculations in this exam, but if you do they'll be super easy and there is a calculator inbuilt into the system you can use. There's a couple of different cost formulas on p.78 but these will be familiar to you already from Level 4.
NEW QUESTION # 77
Moto Ltd is a car manufacturer based in Japan. They implement a Kansei Engineering process. In Kansei Engineering which of the following is considered?
- A. ethical considerations
- B. costs of raw materials
- C. customer emotions
- D. environmental impact
Answer: C
Explanation:
Customer emotions are considered in Kansai- its about creating products which meet customers' 'aesthetic and performance expectations'. P.114
NEW QUESTION # 78
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 3?
- A. flexibility
- B. cost
- C. quality
- D. speed
Answer: D
Explanation:
The correct answers are as follows:
NEW QUESTION # 79
Which of the following situations would use a fixed-position layout?
- A. supermarket
- B. ship construction
- C. buffet style restaurant
- D. vehicle assembly
Answer: B
Explanation:
Ship construction would used a fixed-position layout. This is when you're making something that is too big/ heavy to pass through a traditional factory / conveyor belt set up. So rather than the item passing to different teams/ departments, each team / department comes to the item when it is their time to work on it. In the other examples the item (vehicle, food in the supermarket or buffet) the products get moved around- the ship is the only item that remains where it is. This question is based on the 4 types of Plant Layout on p.17. This could form part of a drag and drop question too.
NEW QUESTION # 80
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