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    CMQ/OE

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    This document provides information about the Certified Manager of Quality/Organizational Excellence (CMQ/OE) certification. It outlines the body of knowledge covered in the certification exam, including topics like leadership, strategic planning, quality tools, customer focus, and more. The exam consists of multiple choice and essay questions that assess knowledge, comprehension, application and other levels of cognition. The body of knowledge is a compilation of all relevant knowledge for quality professionals.

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    CMQ/OE

    Uploaded by

    kalslingam
    2K views41 pages
    This document provides information about the Certified Manager of Quality/Organizational Excellence (CMQ/OE) certification. It outlines the body of knowledge covered in the certification exam, including topics like leadership, strategic planning, quality tools, customer focus, and more. The exam consists of multiple choice and essay questions that assess knowledge, comprehension, application and other levels of cognition. The body of knowledge is a compilation of all relevant knowledge for quality professionals.

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    CMQ/OE

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    This document provides information about the Certified Manager of Quality/Organizational Excellence (CMQ/OE) certification. It outlines the body of knowledge covered in the certification exam, including topics like leadership, strategic planning, quality tools, customer focus, and more. The exam consists of multiple choice and essay questions that assess knowledge, comprehension, application and other levels of cognition. The body of knowledge is a compilation of all relevant knowledge for quality professionals.

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    Attribution Non-Commercial (BY-NC)
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    Download as pdf or txt
    2K views41 pages

    CMQ/OE

    Uploaded by

    kalslingam
    This document provides information about the Certified Manager of Quality/Organizational Excellence (CMQ/OE) certification. It outlines the body of knowledge covered in the certification exam, including topics like leadership, strategic planning, quality tools, customer focus, and more. The exam consists of multiple choice and essay questions that assess knowledge, comprehension, application and other levels of cognition. The body of knowledge is a compilation of all relevant knowledge for quality professionals.

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    Certified Manager of Quality/Organizational Excellence (CMQ/OE)

    Body of Knowledge

    ASQ Section 1530


    Judy Smith, MBA,CQM(ASQ)

    October 11, 2008

    Topics
    What is a Certified Manager of Quality/Organizational Excellence (CMQ/OE)? How is the certification exam constructed? Describe the Body of Knowledge for the CMQ/OE

    Certified Manager of Quality Organizational Excellence (CMQ/OE) Champions process improvements Facilitates team efforts to establish and monitor customer/supplier relationships

    Certified Manager of Quality Organizational Excellence (CMQ/OE) Supports strategic planning Motivates and evaluates staff Manages projects Analyzes financial situations

    Certified Manager of Quality Organizational Excellence (CMQ/OE) Evaluates risk Employs knowledge management tools and techniques to resolve organizational challenges

    Body of Knowledge (BOK)


    BOK-a term used to represent a sum total of all knowledge in an area of expertise.
    Examples-Civil Engineering Body of Knowledge -Project Management Body of Knowledge -The Body of Quality Knowledge for quality professionals.

    CMQ/OE Certification Exam


    Content
    I II Leadership Strategic Plan Development and Deployment Quality Management Tools Customer-Focused Organizations Supply Chain Management # of Questions 25 15 32 28 20 15 15

    III Management Elements and Methods IV V VI

    VII Training and Development

    CMQ/OE Certification Exam


    Four hour-two part examination Two essay questions45 minutes Levels of Cognition: Knowledge Comprehension Application Analysis Evaluation Synthesis

    150-Multiple choice questions

    Leadership

    Organizational Structure
    Basic organizational designs: Matrix, Flat, Parallel, Hierarchy

    Culture
    Characteristics of the organizational beliefs and values

    Leadership

    Leadership Challenges
    Roles and Responsibilities of Leaders Roles and Responsibilities of Managers Change Management Motivation, Influence, Negotiation, Resolving Problems Empowering Individuals

    Leadership

    Teams and Team Processes


    Types of Teams Stages of Team Development Team-Building Techniques
    Form, Storm, Norm, & Perform Process Improvement, Self Managed, Temporary

    Team Roles and Responsibilities


    Goals, Evaluation, Rewards

    Introductions, Ice Breakers, Charters Facilitator, Leader, Process Owner

    Team Performance and Evaluation

    Leadership

    ASQ Code of Ethics: To uphold and advance the honor and dignity of the profession, and in keeping with high standards of ethical conduct..

    II Strategic Plan Development


    Strategic Planning Models
    Basic Elements of Strategic Planning SWOT Analysis Market Forces Stakeholder Analysis Technology Internal Capability Analysis Legal & Regulatory Analysis

    Business Environment Analysis

    II

    Strategic Plan Deployment

    Action Plans

    Resource Allocations
    Eliminate Barriers Champions

    Measurable, Timely, Linked to Objectives

    Organizational Performance Measurements

    Quality Functions in Strategic Deployment


    Voice of the Customer

    Design Performance Measurements

    III Management Elements and Methods


    Principles of Management Management Theories, Styles, and Tools
    Theory X and Y, Herzbergs Two Factor Theory Myers-Briggs Type Indicator Processes & Systems Planning, Leading, Delegating

    Interdependence of Functional Areas Human Resources Management


    Employee Selection, Development, Job Descriptions

    Management Elements and Methods


    Financial Management
    Read and Interpret Income Statements, Balance Sheets, Budgets

    Risk Management
    Identification, Control, Mitigation

    Knowledge Management
    Methods to Collect Internal Knowledge

    III Management Elements and Methods


    Communication Skills and Abilities
    Environment that is Conducive to Communication Interpersonal Skills
    Empathy, Tact, Open Mind

    Global Communications Communications and Technology


    Availability, Etiquette, Variety

    III

    Management Elements and Methods

    Project Management Tools


    Benefit Cost Analysis, ROI, ROA, NPV

    Project Planning and Estimation Tools


    Critical Path Method, Gantt Charts, WBS, PERT

    Measure and Monitor Project Activity


    Cost Variance, Milestones, Project Plan

    Project Documentation
    Summaries, Lessons Learned

    III

    Management Elements and Methods

    Quality System
    Quality Mission, Policy, and Alignment

    Quality Planning, Deployment, and Documentation


    Develop and Deploy Quality Plan

    Quality System Effectiveness


    Balanced Scorecard, Internal Audits, Management Review, Feedback

    III

    Management Elements and Methods

    Quality Models and Theories


    MBNQA Criteria for Performance Excellence ISO TQM, CQI, Six Sigma, Benchmarking

    Quality Philosophies
    Deming, Juran, Crosby, Feigenbaum, Ishikawa, ect.

    IV Quality Management Tools


    Problem Solving Tools
    Seven Classic Quality Tools
    Pareto Charts, Cause and Effect Diagrams, Flow Charts, Check Sheets, Scatter Diagrams, Histograms

    Basic Management and Planning Tools


    Affinity Diagrams, Tree Diagrams, Process Decision Program Charts, Matrix Diagrams, Activity Network Diagrams

    IV Quality Management Tools


    Process Improvement Tools
    Root Cause Analysis, PDCA, Six Sigma, DMAIC, FMEA, SPC Brainstorming, Mind Mapping, Critical Thinking Prevention, Appraisal, Internal and External Failure Cost Categories

    Innovation and Creativity Tools Cost of Quality

    IV Quality Management Tools


    Process Management
    Process Goals Process Analysis Lean Tools Theory of Constraints

    Measurement: Assessment and Metrics

    IV

    Quality Management Tools

    Measurement: Assessment and Metrics Process Basic Statistics Capability Sampling Reliability and Statistical Validity Analysis Trend and Pattern Qualitative Analysis Analysis Survey Analysis Theory of and use Variation

    V Customer-Focused Organizations
    Customer Identification and Segmentation
    Internal Customers External Customers

    Customer-Focused Organizations

    Customer Relationship Management


    Needs
    VOC, Focus Groups, Surveys

    Satisfaction & Loyalty


    Complaints, Interviews, Measurements

    Basic Customer Service Principles


    Courtesy, Attention to Detail

    Multiple & Diverse Customer Management

    VI Supply Chain Management


    Supplier Selection Supplier Communication
    Meetings, Routine & Emergency Procedures

    Supplier Performance
    Measures-Quality, Price, Delivery, Defects, Timeliness, Support

    VI

    Supply Chain Management

    Supplier Improvement
    Audits, Corrective & Preventative Action Plans

    Supplier Certification, Partnerships, and Alliances


    Design, Strategies

    Supplier Logistics
    Just in Time, Ship to Stock, Assembly

    VII Training and Development


    Training Plans Needs Analysis Training Materials/Curriculum Development & Delivery Training Effectiveness & Evaluation

    Quality Information
    When ASQ says quality we mean best practices, continuous improvement, and tapping the full power of knowledge. Quality means making ourselves and our world better. Quality defines and drives successful individuals, organizations and communities. And it never stops evolving.

    www.asq.org

    References
    Okes, D. & Westcott, R.T. (2001). The Certified Quality Manager Handbook. Milwaukee, Wisconsin: ASQ Quality Press. The Quality Management Forum, Winter, Spring, Summer, 2008, ASQ ASQ Website

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