The Handbook for Quality Management : A Complete Guide to Operational Excellence, 2nd Edition

The definitive guide to organizational excellence--completely updated

Fully revised for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/QE) Body of Knowledge, The Handbook for Quality Management : A Complete Guide to Operational Excellence, Second Edition offers in-depth guidance on effectively applying the principles of quality management in today's business environment and delivering superior results. Designed to help you prepare for and pass the ASQ CMQ/QE exam, this authoritative volume also serves as an essential on-the-job reference.

Coverage includes:

• Business-integrated quality systems
• Organizational structures
• The quality function
• Approaches to quality
• Customer-focused organizations
• Integrated planning
• Strategic planning
• Understanding customer expectations and needs
• Benchmarking
• Organizational assessment
• Process control
• Quantifying process variation
• Quality audits
• Supply chain management
• Continuous improvement
• Effective change management
• Six Sigma methodology, including detailed descriptions of the DMAIC and DMADV approaches
• Management of human resources
• Motivation theories and principles
• Management styles
• Resource requirements to manage the quality function

Preface

Part I : Business-Integrated Quality Systems
Chapter 1 : Organizational Structures
Chapter 2 : The Quality Function
Chapter 3 : Approaches to Quality
Chapter 4 : Customer-Focused Organizations

Part II : Integrated Planning
Chapter 5 : Strategic Planning
Chapter 6 : Understanding Customer Expectations and Needs
Chapter 7 : Benchmarking
Chapter 8 : Organizational Assessment

Part III : Process Control
Chapter 9 : Quantifying Process Variation
Chapter 10 : Quality Audits
Chapter 11 : Supply Chain Management

Part IV : Continuous Improvement
Chapter 12 : Effective Change Management
Chapter 13 : Define Stage
Chapter 14 : Measure Stage
Chapter 15 : Analyze Stage
Chapter 16 : Improve/Design Stage
Chapter 17 : Control/Verify Stage

Part V : Management of Human Resources
Chapter 18 : Motivation Theories and Principles
Chapter 19 : Management Styles
Chapter 20 : Resource Requirements to Manage the Quality Function

Appendix A : Control Chart Constants
Appendix B : Control Chart Equations
Appendix C : Area Under the Standard Normal Curve
Appendix D : Simulated Certification Exam Questions
References
Index