Table of Contents
I. Certification overview
A. Certified manager of quality exam
B. CMQ body of knowledge
II. Leadership
A. Organizational structures & culture
1. Organizational structures
2. Organizational culture
B. Leadership challenges
1. Leader roles and responsibilities
2. Manager roles and responsibilities
3. Change management
4. Motivation and negotiation
5. Empowerment
C. Teams and team processes
1. Types of teams
2. Team development stages
3. Team building techniques
4. Team roles and responsibilities
5. Team performance & evaluation
D. ASQ code of ethics
E. References
III. Strategic development
A. Strategic planning models
B. Business environment analysis
1. SWOT analysis
2. Market forces
3. Stakeholder analysis
4. Technology
5. Internal capability analysis
6. Legal and regulatory factors
C. Strategic plan deployment
1. Action plans
2. Resource allocation
3. Performance measurement
4. Quality function in deployment
D. References
IV. Management skills
A. Management skills and abilities
1. Principles of management
2. Management theories & tools
3. Interdependence of functions
4. Human resources management
5. Financial management
6. Risk management
7. Knowledge management
B. Communication skills
1. Communication basics
2. Global communications
3. Communications and technology
C. Project management
1. Project management tools
2. Project planning and estimation
3. Measure project activity
4. Project documentation
D. References
V. Quality systems and models
A. Quality systems
1. Quality mission and policy
2. Quality planning and deployment
3. Quality system effectiveness
B. Quality models and theories
1. MBNQA criteria
2. ISO and other standards
3. Other quality methodologies
4. Quality philosophies
C. References
VI. Management tools
A. Problem-solving tools
1. The seven classic quality tools
2. Basic management & planning tools
3. Process improvement tools
4. Innovation and creativity tools
5. Cost of quality (COQ)
B. Process management
1. Process goals
2. Process analysis
3. Lean tools
4. Theory of constraints (TOC)
C. References
VII. Measurement tools
A. Basic statistical use
B. Sampling
C. Statistical analysis
D. Trend and pattern analysis
E. Theory of variation
F. Process capability
G. Reliability and validity
H. Qualitative assessment
I. Survey analysis and use
J. References
VIII. Customer focus
A. Customer identification
1. Introduction
2. Internal customers
3. External customers
B. Customer relationship management
1. Customer needs
2. Customer satisfaction & loyalty
3. Customer service principles
4. Multiple customer management
C. References
IX. Suppler management
A. Supplier selection
B. Supplier communications
C. Supplier performance assessment
D. Supplier improvement
E. Supplier certification programs
F. Supplier partnerships & alliances
G. Supplier logistics management
H. References
X. Training and development
A. Introduction
B. Training plans
C. Training needs analysis
D. Training materials development
E. Methods of training delivery
F. Evaluating training effectiveness
G. References
XI. Essay questions
A. BOK for constructed response
B. Constructed response discussion
C. ASQ essay example
D. Sample essay questions
XII. Appendix
A. Definitions
B. Index
C. Answers
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