The Certified Manager of Quality/Organizational Excellence Handbook, 4th Edition

This handbook is a comprehensive reference source designed to help professionals address organizational issues from the application of the basic principles of management to the development of strategies needed to deal with the technological and societal concerns of the new millennium. The content of this fourth edition has been revised to reflect a more current global perspective and to match the updated Body of Knowledge (BoK) of ASQ’s Certified Manager of Quality/Organizational Excellence (CMQ/OE).

In order to provide a broad perspective of quality management, this book has specifically been written to address:

• Historical perspectives relating to the evolution of particular aspects of quality management, including recognized experts and their contributions
• Key principles, concepts, and terminology relevant in providing quality leadership, and communicating quality needs and results
• Benefits associated with the application of key concepts and quality management principles
• Best practices describing recognized approaches for good quality management
• Barriers to success, including common problems that the quality manager might experience when designing and implementing quality management, and insights as to why some quality initiatives fail
• Guidance for preparation to take the CMQ/OE examination.

Organized to follow the BoK exactly, throughout each section of this handbook the categorical BoK requirements associated with good quality management practices for that section are shown in a box preceding the pertinent text. These BoK requirements represent the range of content and the cognitive level to which multiple-choice questions can be presented.

Although this handbook thoroughly prepares individuals for the ASQ CMQ/OE exam, the real value resides in post-exam usage as a day-to-day reference source for assessing quality applications and methodologies in daily processes. The content is written from the perspective of practitioners, and its relevance extends beyond traditional product quality applications.

List of Figures and Tables
Preface to the Fourth Edition
Acknowledgments
Introduction

Part I : Leadership
Chapter 1 : A. Organizational Structures
Chapter 2 : B. Leadership Challenges
Chapter 3 : C. Teams and Team Processes
Chapter 4 : D. ASQ Code of Ethics

Part II : Strategic Plan Development and Deployment
Chapter 5 : A. Strategic Planning Models
Chapter 6 : B. Business Environment Analysis
Chapter 7 : C. Strategic Plan Deployment

Part III : Management Elements and Methods
Chapter 8 : A. Management Skills and Abilities
Chapter 9 : B. Communication Skills and Abilities
Chapter 10 : C. Project Management
Chapter 11 : D. Quality System
Chapter 12 : E. Quality Models and Theories

Part IV : Quality Management Tools
Chapter 13 : A. Problem-Solving Tools
Chapter 14 : B. Process Management
Chapter 15 : C. Measurement: Assessment and Metrics

Part V : Customer-Focused Organizations
Chapter 16 : A. Customer Identification and Segmentation
Chapter 17 : B. Customer Relationship Management

Part VI : Supply Chain Management
Chapter 18 : Supply Chain Management

Part VII : Training and Development
Chapter 19 : Training and Development
Chapter 20 : The Certified Manager of Quality/Organizational Excellence Body of Knowledge

Appendix A : References
Appendix B : Glossary and Acronyms
Index