CMQ/OE

Certified Manager of Quality/Organizational Excellence (CMQ/OE)

Body of Knowledge

ASQ Section 1530October 11, 2008

Judy Smith, MBA,CQM(ASQ)

Topics• What is a Certified Manager of

Quality/Organizational Excellence (CMQ/OE)?

• How is the certification exam constructed?

• Describe the Body of Knowledge for the CMQ/OE

Certified Manager of QualityOrganizational Excellence

(CMQ/OE)

• Champions process improvements • Facilitates team efforts to

establish and monitor customer/supplier relationships

Certified Manager of QualityOrganizational Excellence

(CMQ/OE)

• Supports strategic planning• Motivates and evaluates staff• Manages projects• Analyzes financial situations

Certified Manager of QualityOrganizational Excellence

(CMQ/OE)

• Evaluates risk• Employs knowledge management

tools and techniques to resolve organizational challenges

Body of Knowledge (BOK)

• BOK-a term used to represent a sum total of all knowledge in an area of expertise.

• Examples--Civil Engineering Body of Knowledge-Project Management Body of Knowledge

• -The Body of Quality Knowledge – for quality professionals.

CMQ/OE Certification Exam

Content # of Questions

I Leadership 25II Strategic Plan Development and

Deployment15

III Management Elements and Methods 32

IV Quality Management Tools 28

V Customer-Focused Organizations 20

VI Supply Chain Management 15VII Training and Development 15

CMQ/OE Certification Exam

• Four hour-two part examination

• Two essay questions-45 minutes

• 150-Multiple choice questions

Levels of Cognition:

• Knowledge• Comprehension• Application• Analysis• Evaluation• Synthesis

I Leadership• Organizational Structure

– Basic organizational designs: Matrix, Flat, Parallel, Hierarchy

• Culture– Characteristics of the organizational

beliefs and values

I Leadership

• Leadership Challenges– Roles and Responsibilities of Leaders– Roles and Responsibilities of

Managers– Change Management– Motivation, Influence, Negotiation,

Resolving Problems– Empowering Individuals

I Leadership• Teams and Team Processes

– Types of Teams• Process Improvement, Self Managed, Temporary

– Stages of Team Development• Form, Storm, Norm, & Perform

– Team-Building Techniques• Introductions, Ice Breakers, Charters

– Team Roles and Responsibilities• Facilitator, Leader, Process Owner

– Team Performance and Evaluation• Goals, Evaluation, Rewards

I Leadership

ASQ Code of Ethics:To uphold and advance the honor and dignity of the profession, and in keeping with high standards of ethical conduct…..

II Strategic Plan Development

• Strategic Planning Models– Basic Elements of Strategic Planning

• Business Environment Analysis– SWOT Analysis– Market Forces– Stakeholder Analysis– Technology– Internal Capability Analysis– Legal & Regulatory Analysis

II Strategic Plan Deployment

• Action Plans– Measurable, Timely, Linked to Objectives

• Resource Allocations– Eliminate Barriers– Champions

• Organizational Performance Measurements– Design Performance Measurements

• Quality Functions in Strategic Deployment– Voice of the Customer

III Management Elements and Methods

• Principles of Management– Planning, Leading, Delegating

• Management Theories, Styles, and Tools– Theory X and Y, Herzberg’s Two Factor

Theory– Myers-Briggs Type Indicator

• Interdependence of Functional Areas– Processes & Systems

• Human Resources Management– Employee Selection, Development, Job

Descriptions

Management Elements and Methods

• Financial Management– Read and Interpret Income

Statements, Balance Sheets, Budgets• Risk Management

– Identification, Control, Mitigation• Knowledge Management

– Methods to Collect Internal Knowledge

III Management Elements and Methods

• Communication Skills and Abilities– Environment that is Conducive to

Communication– Interpersonal Skills

• Empathy, Tact, Open Mind

• Global Communications• Communications and Technology

– Availability, Etiquette, Variety

III Management Elements and Methods

• Project Management Tools– Benefit Cost Analysis, ROI, ROA, NPV

• Project Planning and Estimation Tools– Critical Path Method, Gantt Charts, WBS,

PERT• Measure and Monitor Project Activity

– Cost Variance, Milestones, Project Plan• Project Documentation

– Summaries, Lessons Learned

III Management Elements and Methods

• Quality System– Quality Mission, Policy, and Alignment

• Quality Planning, Deployment, and Documentation– Develop and Deploy Quality Plan

• Quality System Effectiveness– Balanced Scorecard, Internal Audits,

Management Review, Feedback

III Management Elements and Methods

• Quality Models and Theories– MBNQA Criteria for Performance

Excellence– ISO– TQM, CQI, Six Sigma, Benchmarking

• Quality Philosophies– Deming, Juran, Crosby, Feigenbaum,

Ishikawa, ect.

IV Quality Management Tools

• Problem Solving Tools– Seven Classic Quality Tools

• Pareto Charts, Cause and Effect Diagrams, Flow Charts, Check Sheets, Scatter Diagrams, Histograms

• Basic Management and Planning Tools– Affinity Diagrams, Tree Diagrams, Process

Decision Program Charts, Matrix Diagrams, Activity Network Diagrams

IV Quality Management Tools

• Process Improvement Tools– Root Cause Analysis, PDCA, Six Sigma,

DMAIC, FMEA, SPC• Innovation and Creativity Tools

– Brainstorming, Mind Mapping, Critical Thinking

• Cost of Quality– Prevention, Appraisal, Internal and

External Failure Cost Categories

IV Quality Management Tools

• Process Management– Process Goals– Process Analysis– Lean Tools– Theory of Constraints

• Measurement: Assessment and Metrics

IV Quality Management ToolsMeasurement: Assessment and Metrics

– Basic Statistics– Sampling– Statistical

Analysis– Trend and Pattern

Analysis– Theory of

Variation

– Process Capability

– Reliability and Validity

– Qualitative Analysis

– Survey Analysis and use

V Customer-Focused Organizations

• Customer Identification and Segmentation– Internal Customers– External Customers

V Customer-Focused Organizations

• Customer Relationship Management– Needs

• VOC, Focus Groups, Surveys– Satisfaction & Loyalty

• Complaints, Interviews, Measurements– Basic Customer Service Principles

• Courtesy, Attention to Detail– Multiple & Diverse Customer

Management

VI Supply Chain Management

• Supplier Selection• Supplier Communication

– Meetings, Routine & Emergency Procedures

• Supplier Performance– Measures-Quality, Price, Delivery,

Defects, Timeliness, Support

VI Supply Chain Management

• Supplier Improvement– Audits, Corrective & Preventative

Action Plans• Supplier Certification,

Partnerships, and Alliances– Design, Strategies

• Supplier Logistics– Just in Time, Ship to Stock, Assembly

VII Training and Development

• Training Plans• Needs Analysis• Training Materials/Curriculum

Development & Delivery• Training Effectiveness &

Evaluation

Quality Information

When ASQ says “quality” we mean best practices, continuous improvement, and tapping the full power of knowledge. Quality means making ourselves and our world better. Quality defines and drives successful individuals, organizations and communities. And it never stops evolving.

www.asq.org

References• Okes, D. & Westcott, R.T. (2001). The

Certified Quality Manager Handbook. Milwaukee, Wisconsin: ASQ Quality Press.

• The Quality Management Forum, Winter, Spring, Summer, 2008, ASQ

• ASQ Website