Table of Contents

I.  Certification Overview
            CQIA exam
            CQIA Body of Knowledge

II.  Quality Concepts
        Quality definitions
             Quality defined
             Organizational quality steps
             Quality terms
        Quality planning
             Quality principles
             Quality policies
             Strategic quality goals
             Tactical quality goals
             Quality maturity
         Importance of employees
             Individual involvement
             Employee empowerment
             Quality of work life
        Systems and processes
        Variation
             System variation
             Special vs common cause
             Sources of variability
        References

III. Quality Benefits & Philosophies
         Benefits of quality
             Stakeholder groups
             Stakeholder quality benefits
             MBNQA
        Quality philosophies
             Philip Crosby
             W. Edwards Deming
             Joseph M. Juran
             Comparisons
        References

IV. Team Roles & Responsibilities
         Team purposes
         Team benefits
         Types of teams
             Synopsis of team applications
         Roles and responsibilities
             Sponsor/champion role
             Leader role
             Facilitator role
             Team member role
        Measurement of performance
        References

V. Team Formation & Dynamics
        Initiating teams
             Team building
             Team activities
             Team charter
             Team guidelines
             Team meeting structure
             Reward & recognition
        Selecting team members
             Team size
             Team diversity
        Team stages
        Team barriers
             Common team problems
             Groupthink
             Conflict resolution
        Decision making
        References

VI.Continuous improvement
        Incremental & breakthrough
             Incremental improvement
             Breakthrough improvement
             Reengineering
             Six sigma
             Kaizen
             Non-valued-added activities
             Mistake proofing
             Cycle time reduction
             Concurrent activities
        Improvement cycles (PDCA/(PDSA)
        Problem solving processes
             Classical steps
             DMAIC
             Root cause analysis
        Improvement barriers
        References

VII. Basic Quality Tools
        Cause-and-effect diagrams
        Flow charts
        Data types
        Check sheets
        Histograms
        Pareto diagrams
        Scatter diagrams
        Control charts
             Variables
             Attributes
             Interpretation
        References

VIII. Quality Management Tools
         Brainstorming
         Affinity diagrams
         Benchmarking
         Quality costs
             Cost categories
             Cost improvement
             Cost bases
        Quality audits
             Types of audits
             Audit responsibilities
             Audit preparation/execution
             Audit report
             Audit terms
        References

IX. Customer-Supplier Relationships
        Internal customers
        Internal customer feedback
        External customers
             Customer expectations
             Customer needs
             Customer satisfaction
             Customer service principles
             Quality function deployment
        External customer feedback
        Internal suppliers
        Internal supplier feedback
        External suppliers
             Supplier ratings
             Supplier communications
             Supplier certification
             External supplier feedback
        References

X Appendix
        Index
        Answers

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