Certified Manager of Quality/Organizational Excellence Handbook
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The title of the ASQ certification changed to Certified Manager of Quality/Organizational Excellence to reflect the fact that the role of the quality function is continually evolving. Many of the responsibilities for the management of quality are being deployed throughout the organization into other functions. This now requires a much more comprehensive understanding of an organization as a system within the larger system of society. The range of tools and technologies that quality professionals are required to use and/or facilitate is also increasing. The ability to read, interpret, and use financial tools, as well as use the language of cost/profitability when talking to senior management, is more important than ever for quality professionals. In addition to being a peerless reference on quality management, The Certified Manager of Quality/Organizational Excellence Handbook is the most comprehensive preparatory guide for the Certified Manager of Quality/Organizational Excellence Exam. The handbook is completely updated to reflect the changes in the 2006 Body of Knowledge (BoK), and the pertinent BoK requirements associated with good quality management practices are shown throughout each section. These BoK requirements represent the range of content and the cognitive level to which multiple choice questions can be presented. Included in appendices are the newly updated Body of Knowledge, an extensive glossary of terms, a list of additional references for further study, and (on an accompanying CD-ROM) sample questions similar to those on the actual exam.
Ch. 1A. Organizational structures and culture2Ch. 2B. Leadership challenges17Ch. 3C. Teams and team processes59Ch. 4D. ASQ code of ethics88Ch. 5A. Strategic planning models92Ch. 6B. Business environment analysis105Ch. 7C. Strategic plan deployment125Ch. 8A. Management skills and abilities144Ch. 9B. Communication skills and abilities213Ch. 10C. Project management237Ch. 11D. Quality system273Ch. 12E. Quality models and theories292Ch. 13A. Problem-solving tools329Ch. 14B. Process management372Ch. 15C. Measurement : assessment and metrics416Ch. 16A. Customer identification and segmentation450Ch. 17B. Customer relationship management470Ch. 18Supply chain management510Ch. 19Training and development534
