Certified Manager of Quality/Organizational Excellence – Certification Training

The Certified Manager of Quality/Organizational Excellence (CMQ/OE) is a professional who leads and champions process – improvement initiatives – everywhere from small businesses to multinational corporations – that can have regional or global focus in a variety of service and industrial settings. A CMQ/OE facilitates and leads team efforts to establish and monitor customer/supplier relations, supports strategic planning and deployment initiatives, and helps develop measurement systems to determine organizational improvement. The CMQ/OE should be able to motivate and evaluate staff, manage projects and human resources, analyze financial situations, determine and evaluate risk, and employ knowledge management tools and techniques in resolving organizational challenges.

What will I learn?

Leadership

• Organizational Structures and Culture
  • Organizational structures
  • Organizational culture
• Leadership Challenges
  • Roles and responsibilities of leaders
  • Roles and responsibilities of managers
  • Change management
  • Motivating, influencing, negotiating, resolving
  • Empowerment
• Teams and Team Processes
  • Types of teams
  • Stages of team development
  • Team-building techniques
  • Team roles and responsibilities
  • Team performance and evaluation
• ASQ Code of Ethics

Strategic Plan Development and Deployment

• 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 and deployment
  • Organizational performance measurement
  • Quality function in strategic deployment

Strategic Plan Development and Deployment

• 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 and deployment
  • Organizational performance measurement
  • Quality function in strategic deployment
  • Quality planning, deployment, and documentation
  • Quality system effectiveness
• Quality Models and Theories
• • MBNQA Criteria for Performance Excellence
  • ISO and other third-party standards
  • Other quality methodologies
  • Quality philosophies

Quality Management Tools

• A. 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)
• Measurement: Assessment and Metrics
• • Basic statistical use
  • Sampling
  • Statistical analysis
  • Trend and pattern analysis
  • Theory of variation
  • Process capability
  • Reliability and validity
  • Qualitative assessment
  • Survey analysis and use

Customer Focused Organization

• Customer Identification and Segmentation
• • Internal customers
  • External customers
• Customer Relationship Management
• • Customer needs
  • Customer satisfaction and loyalty
  • Basic customer service principles
  • Multiple and diverse customer
  • Management

Supply Chain Management

• Supplier Selection
• Supplier Communications
• Supplier Performance
• Supplier Improvement
• Supplier Certification, Partnerships, and Alliances
• Supplier Logistics and Material Acceptance