The ASQ Certified Manager of Quality/Organizational Excellence Handbook

Description

This handbook is a comprehensive reference designed to help professionals address organizational issues from the application of the basic principles of management to the development of strategies needed to deal with today's technological and societal concerns. The fifth edition of the ASQ Certified Manager of Quality/Organizational Excellence Handbook (CMQ/OE) has undergone some significant content changes in order to provide more clarity regarding the items in the body of knowledge (BoK). Examples have been updated to reflect more current perspectives, and new topics introduced in the most recent BoK are included as well.
This handbook addresses:
Historical perspectives relating to the continued improvement of specific aspects of quality management
Key principles, concepts, and terminology
Benefits associated with the application of key concepts and quality management principles
Best practices describing recognized approaches for good quality management
Barriers to success, common problems you may encounter, and reasons why some quality initiatives fail
Guidance for preparation to take the CMQ/OE examination
A well-organized reference, this handbook will certainly help individuals prepare for the ASQ CMQ/OE exam. It also serves as a practical, day-to-day guide for any professional facing various quality management challenges.
About the Editors
Sandra L. Furterer is an Associate Professor and Department Chair at the University of Dayton in the Department of Engineering Management, Systems, and Technology. She is an ASQ Certified Manager of Quality/Organizational Excellence, an ASQ Certified Six Sigma Black Belt, an ASQ Certified Quality Engineer, an ASQ fellow, and a certified Six Sigma Master Black Belt. 
Douglas C. Wood is President of DC Wood Consulting, LLC and instructor for ASQ. He is an ASQ Certified Manager of Quality/Organizational Excellence, an ASQ Certified Six Sigma Black Belt, an ASQ Certified Quality Engineer, and an ASQ Certified Quality Auditor. 

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Total Quality Management
• Gestion et management
• Economics

Informations

• Publié par: ASQ Quality Press
• Date de parution: 01 janvier 2021
• Nombre de lectures: 0
• EAN13: 9781951058074
• Langue: English
• Poids de l'ouvrage: 5 Mo

Extrait

T HE ASQ C ERTIFIED M ANAGER OF Q UALITY /O RGANIZATIONAL E XCELLENCE H ANDBOOK
Fifth Edition
Sandra L. Furterer and Douglas C. Wood, Editors
Contributors
Bill Craddock, Denis Devos, Grace Duffy, Sandra L. Furterer, Susan Gorveatte, Jeff Israel, Tim King, Jd Marhevko, Heather McCain, Eileen Serrano, Joe Wojniak, Douglas C. Wood

ASQExcellence
Milwaukee, Wisconsin
Published by ASQExcellence, Milwaukee, WI
Produced and distributed by Quality Press, ASQ, Milwaukee, WI
© 2021 by Sandra L. Furterer and Douglas C. Wood
No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
Library of Congress Cataloging-in-Publication Data
Names: Furterer, Sandra L., editor. | Wood, Douglas C., 1955– editor.
Title: The ASQ certified manager of quality/organizational excellence handbook / Sandra L. Furterer and Douglas C. Wood. editors.
Other titles: Certified manager of quality/organizational excellence handbook (American Society for Quality) | American Society for Quality certified manager of quality/organizational excellence handbook
Description: Fifth edition. | Milwaukee, Wisconsin : ASQExcellence, 2021. | Includes bibliographical references and index. | Summary: “This handbook is a comprehensive reference source designed to help professionals address organizational issues from the application of the basic principles of management to the development of strategies needed to deal with the technological and societal concerns of the new millennium. The content of this fourth edition has been revised to reflect a more current global perspective and to align with the 2014 Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge (BoK). In order to provide a broad perspective of quality management, this book has specifically been written to address: Historical perspectives relating to the evolution of particular aspects of quality management, including recognized experts and their contributions Key principles, concepts, and terminology relevant in providing quality leadership, and communicating quality needs and results Benefits associated with the application of key concepts and quality management principles Best practices describing recognized approaches for good quality management Barriers to success, including common problems that the quality manager might experience when designing and implementing quality management, and insights as to why some quality initiatives fail Guidance for preparation to take the CMQ/OE examination. Organized to follow the BoK exactly, throughout each section of this handbook the categorical BoK requirements associated with good quality management practices for that section are shown in a box preceding the pertinent text. These BoK requirements represent the range of content and the cognitive level to which multiple-choice questions can be presented. Although this handbook thoroughly prepares individuals for the ASQ CMQ/OE exam, the real value resides in post-exam usage as a day-to-day reference source for assessing quality applications and methodologies in daily processes. The content is written from the perspective of practitioners, and its relevance extends beyond traditional product quality applications”—Provided by publisher.
Identifiers: LCCN 2020027688 | ISBN 9781951058067 (hardcover) | ISBN 9781952236068 (hardcover) | ISBN 9781951058081 (adobe pdf) | ISBN 9781952236082 (adobe pdf) | ISBN 9781951058074 (epub) | ISBN 9781952236075 (epub)
Subjects: LCSH: Total quality management—Handbooks, manuals, etc.
Classification: LCC HD62.15 .C42 2020 (print) | LCC HD62.15 (ebook) | DDC 658.4/013—dc23
LC record available at https://lccn.loc.gov/2020027688
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Table of Contents
Cover
Title page
CIP data
Preface to the Fifth Edition
Acknowledgments
Introduction
Part I: Leadership
Chapter 1. A. Organizational Structures
Organizational Design
Vertical Organizational Design
Horizontal Organizational Design
Centralization/Decentralization
Types of Organizational Structures
Management Hierarchy and Influence on the Organization
References
Chapter 2. B. Leadership Challenges
1. Roles and Responsibilities of Leaders
2. Roles and Responsibilities of Managers
3. Change Management
4. Leadership Techniques
5. Empowerment
References
Chapter 3. C. Teams and Team Processes
1. Types of Teams
2. Stages of Team Development
3. Team-Building Techniques
4. Team Roles and Responsibilities
5. Team Performance and Evaluation
References
Chapter 4. D. ASQ Code of Ethics
Reference
Part II: Strategic Plan Development and Deployment
Chapter 5. A. Strategic Planning Models
References
Chapter 6. B. Business Environment Analysis
1. Risk Analysis
2. Market Forces
3. Stakeholder Analysis
4. Technology
5. Internal Capability Analysis
6. Legal and Regulatory Factors
References
Chapter 7. C. Strategic Plan Deployment
1. Tactical Plans
2. Resource Allocation and Deployment
3. Organizational Performance Measurement
4. Quality in Strategic Deployment
References
Part III: Management Elements and Methods
Chapter 8. A. Management Skills and Abilities
1. Principles of Management
2. Management Theories and Styles
3. Interdependence of Functional Areas
4. Human Resources (HR) Management
5. Financial Management
6. Risk Management
7. Knowledge Management
References
Chapter 9. B. Communication Skills and Abilities
1. Communication Techniques
2. Interpersonal Skills
3. Communications in a Global Economy
4. Communications and Technology
References
Chapter 10. C. Project Management
1. Project Management Basics
2. Project Planning and Estimation Tools
3. Measure and Monitor Project Activity
4. Project Documentation
References
Chapter 11. D. Quality System
1. Quality Mission and Policy
2. Quality Planning, Deployment, and Documentation
3. Quality System Effectiveness
References
Chapter 12. E. Quality Models and Theories
1. ISO Quality Management Standards
2. Performance Excellence Models
3. Other Quality Methodologies
4. Quality Philosophies
References
Part IV: Quality Management Tools
Chapter 13. A. Problem-Solving Tools
1. The Seven Classic Quality Tools
2. Basic Management and Planning Tools
3. Process Improvement Tools
4. Innovation and Creativity Tools
5. Cost of Quality (COQ)
References
Chapter 14. B. Process Management
1. Process Goals
2. Process Analysis
3. Lean Tools
4. Theory of Constraints (TOC)
References
Chapter 15. C. Measurement: Assessment and Metrics
1. Basic Statistical Use
2. Sampling
3. Statistical Analysis
4. Measurement Systems Analysis
5. Trend and Pattern Analysis
6. Process Variation
7. Process Capability
8. Reliability Terminology
References
Part V: Customer-Focused Organizations
Chapter 16. A. Customer Identification and Segmentation
1. Internal Customers
2. External Customers
3. Customer Segmentation
4. Qualitative Assessment
References
Chapter 17. B. Customer Relationship Management
1. Customer Needs
2. Customer Satisfaction and Loyalty
3. Customer Service Principles
4. Multiple and Diverse Customer Management
References
Part VI: Supply Chain Management
Chapter 18. Supply Chain Management
A. Supplier Selection and Approval
B. Supplier Risk Management
C. Supplier Communications
D. Supplier Performance
E. Supplier Improvement
F. Supplier Certification, Partnerships, and Alliances
G. Supplier Logistics and Material Acceptance
References
Part VII: Training and Development
Chapter 19. Training and Development
A. Training Plans
B. Training Needs Analysis
C. Training Materials, Development, and Delivery
D. Training Effectiveness and Evaluation
References
Chapter 20. The Certified Manager of Quality/Organizational Excellence Body of Knowledge
Appendix A: References
Appendix B: Glossary and Acronyms
About the Editors
Preface to the Fifth Edition
QUALITY MANAGEMENT—AN EVOLVING REQUISITE OF SOCIETY
We know the scope of quality management principles has evolved over the past four decades to much more than the control of manufacturing processes. Quality management tools and techniques are used for any process in any organization. We have seen the integration of organizational excellence models, various international systems standards, lean principles, and Six Sigma tools into the daily operations of an organization. For the most part, quality management professionals have led these efforts.
It is hard to grasp the amount of data available today and the speed at which they are delivered. Advances in technology within Industry 4.0, big data, and the internet of things have opened new opportunities to gain insights into what our customers/clients are thinking and how our processes are performing. Technology has profoundly changed the way we communicate with each other, allowing teams to effectively function globally. The rate of change only accelerates over time. Today’s quality management professional must understand the impact of these changes and be able to apply the plethora of tools and techniques available to them in new ways. To remain relevant in society requires a broad understanding of the tools available and inn