Table of Contents

I. Certification Overview
     Certified Manager of Quality Exam
     CMQ Body of Knowledge

II. Leadership
    Organizational Structures and Culture
         Organizational Structures
         Organizational Culture
    Leadership Challenges
         Leader Roles and Responsibilities
         Manager Roles and Responsibilities
         Change Management
         Motivation and Negotiation
         Empowerment
   Teams and Team Processes
       Types of Teams
       Team Development Stages
       Team Building Techniques
       Team Roles and Responsibilities
       Team Performance and Evaluation
   ASQ Code of Ethics
   References

III. Strategic Development
   Strategic Planning Models
   Business Environment Analysis
       SWOT Analysis
       Market Forces
       Stakeholder Analysis
       Technology
       Internal Capability Analysis
       Legal and Regulatory Factors
   Strategic Plan Deployment
       Action Plans
       Resource Allocation
       Performance Measurement
       Quality Function in Deployment
   References

IV. Management Skills
   Management Skills and Abilities
      Principles of Management
      Management Theories and Tools
      Interdependence of Functions
      Human Resources Management
      Financial Management
      Risk Management
      Knowledge Management
   Communication Skills
      Communication Basics
      Global Communications
      Communications and Technology
   Project Management
      Project Management Tools
      Project Planning and Estimation
      Measure Project Activity
      Project Documentation
   References

V. Quality Systems and Models
   Quality Systems
      Quality Mission and Policy
      Quality Planning and Deployment
      Quality System Effectiveness
   Quality Models and Theories
      MBNQA Criteria
      ISO and Other Standards
      Other Quality Methodologies
      Quality Philosophies
   References

VI. Management Tools
   Problem-Solving Tools
      The Seven Classic Quality Tools
      Basic Management and Planning Tools
      Process Improvement Tools
      Innovation and Creativity Tools
      Cost of Quality (COQ)
   Process Management
      Process Goals
      Process Analysis
      Lean Tools
      Theory of Constraints (TOC)
   References

VII. Measurement Tools
   Basic Statistical Use
   Sampling
   Statistical Analysis
   Trend and Pattern Analysis
   Theory of Variation
   Process Capability
   Reliability and Validity
   Qualitative Assessment
   Survey Analysis and Use
   References

VIII. Customer Focus
   Customer Identification
      Introduction
      Internal Customers
      External Customers
   Customer Relationship Management
     Customer Needs
     Customer Satisfaction and Loyalty
     Customer Service Principles
     Multiple Customer Management
  References

IX. Supplier Management
  Supplier Selection
  Supplier Communications
  Supplier Performance Assessment
  Supplier Improvement
  Supplier Certification Programs
  Supplier Partnerships and Alliances
  Supplier Logistics Management
  References

X. Training and Development
  Introduction
  Training Plans
  Training Needs Analysis
  Training Materials Development
  Methods of Training Delivery
  Evaluating Training Effectiveness
  References

XI. Essay Questions
  BOK for Constructed Response
  Constructed Response Discussion
  ASQ Essay Example
  Sample Essay Questions

XII. Appendix
  Definitions
  Index
  Answers

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