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SCHOOL OF MANAGEMENT AND LANGUAGES

External Programmes

C89OM / C89OP

OPERATIONS MANAGEMENT 1 / OPERATIONS MANAGEMENT 2

Semester 2 2013/14

Friday 6 June 2014


Duration: Three Hours

INSTRUCTIONS TO CANDIDATES
1. At the start of the exam ensure that you have completed the information
on the front page of the Answer Book.
2. Read the instructions on page 2.
3. Use both sides of the paper when completing the Answer Book.
4. Start each question on a new left hand page.
5. Show all of your workings in the Answer Book workings/answers in the
Question Paper will not be marked.
6. Cross through (once) anything you dont wish the examiner to mark.
7. The Question Paper and Answer Book must be handed in entire.
PLEASE READ THE EXAMINATION REGULATIONS ON THE
BACK COVER

PART I QUESTION PAPER


Heriot-Watt University C89OM / C89OP
Stage 3 June 2014

EXAMINATION INSTRUCTIONS

The duration of the examination is 3 hours. The marks value of each section is
shown below. You may allocate your time as you see fit.

The paper is in two sections.

Answer BOTH sections.

You are required to answer THREE questions in total:

SECTION A: Answer at least ONE of the three questions in this section.

SECTION B: Answer at least ONE of the three questions in this section.

Plus:

ONE other question from either Section A or Section B.

All questions in this examination carry EQUAL marks and the total mark is an
average of all three questions.

This examination document is in two parts:

Part I is the question paper.

Part II is the answer book.

Please ensure that BOTH PARTS are returned at the end of this examination.

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Heriot-Watt University C89OM / C89OP
Stage 3 June 2014

THIS PAGE HAS BEEN LEFT BLANK INTENTIONALLY

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Heriot-Watt University C89OM / C89OP
Stage 3 June 2014

SECTION A

Answer at least ONE question in this section, plus one other Question from either
Section A or Section B. You must answer THREE questions in total.

Question A1

There are five key operations management performance objectives that apply to all types of
organisations. Explain each of these performance objectives, giving specific examples to
indicate their importance.

Total 100 marks

Question A2

The different process types suggest differences in the set of tasks performed by the process
and the way that materials, information or customers flow through the process. Describe the
main process types to be found in manufacturing AND service organisations. Give brief
examples of each process type.

Total 100 marks

Question A3

Performance improvement is an ongoing effort in an organisation to find new and better


ways of doing things. Explain the step-by-step process followed for performance
improvement. Provide an appropriate diagram to support your answer.

Total 100 marks

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Heriot-Watt University C89OM / C89OP
Stage 3 June 2014

SECTION B

Answer at least ONE question in this section, plus one other Question from either
Section A or Section B. You must answer THREE questions in total.

Question B1

Inventory overcomes the imbalance between demand and supply. Discuss the different
types of inventory with examples.

Total 100 marks

Question B2

What are different types of waste identified through Lean Philosophy? Explain the different
approaches to eliminate waste.

Total 100 marks

Question B3

Total quality control is a process of involving everyone in an organisation in continuously


improving products and services to achieve quality that satisfies customers needs. Discuss
different improvement techniques used in total quality control.

Total 100 marks

END OF PAPER

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Timezone 1

EXAMINATION REGULATIONS
Candidates are subject to the regulations governing examinations which are
published by the University. The main points are summarised below.

1. A candidate shall not bring written, printed or any other material into the
examination room except such as may be authorised by the examiners.
Briefcases and other similar containers, the main purpose of which is to
carry papers, shall not be brought into the examination room.

2. A candidate shall not communicate with, receive assistance from or copy


from the paper of another candidate during an examination.

3. A candidate shall not leave the examination room less than half an hour
after the start of an examination, except with the permission of the
invigilator and shall not leave the examination room during the last fifteen
minutes of an examination.

4. At the end of the examination a candidate must return the answer book or
books to the invigilator together with any other material on which he/she
has written or drawn during the examination. Under no circumstances
should a candidate remove an answer book, used or unused, from the
examination room.