Certified Manager of Quality/Organizational Excellence Handbook
Westcott, Russell T. (Eds.)
Management of quality continues to play a significant role in organizations as they struggle to deal with ever increasing complexities and challenges in our fast-paced world. Business success depends on their ability to use a wide range of information to define, plan, implement, and control a variety of complex, interdependent tasks using a finite set of data and decreasing resources. Organizations must develop the critical knowledge, interpersonal skills, technical tools, and management techniques needed in today’s evolving workplace environment. This Handbook provides comprehensive guidance for process improvement, describes tools and techniques to drive change, emphasizes sound management principles that have relevance even beyond the quality field, and can be a primer for new leaders and a go-to manual for experienced professionals. In addition to being a peerless reference on quality management, this is the most comprehensive preparatory guide for the ASQ Certified Manager of Quality/Organizational Excellence exam. Included in appendices are the Body of Knowledge, an extensive glossary of terms, a list of additional references for further study, 150 multiple-choice practice exam questions, a constructed response practice exam question with examples of responses, and seven other constructed response questions that can be used for practice.
Content:
Front Matter
List of Figures and Tables
Introduction
Preface to the Third Edition
Table of Contents
Part I. Leadership
1. Organizational Structures and Culture
2. Leadership Challenges
3. Teams and Team Processes
4. ASQ Code of Ethics
Part II. Strategic Plan Development and Deployment
5. Strategic Planning Models
6. Business Environment Analysis
7. Strategic Plan Deployment
Part III. Management Elements and Methods
8. Management Skills and Abilities
9. Communication Skills and Abilities
10. Project Management
11. Quality System
12. Quality Models and Theories
Part IV. Quality Management Tools
13. Problem-Solving Tools
14. Process Management
15. Measurement: Assessment and Metrics
Part V. Customer-Focused Organizations
16. Customer Identification and Segmentation
17. Customer Relationship Management
Part VI. Supply Chain Management
18. Supply Chain Management
Part VII. Training and Development
19. Training and Development
Additional References
Appendices
Index
Content:
Front Matter
List of Figures and Tables
Introduction
Preface to the Third Edition
Table of Contents
Part I. Leadership
1. Organizational Structures and Culture
2. Leadership Challenges
3. Teams and Team Processes
4. ASQ Code of Ethics
Part II. Strategic Plan Development and Deployment
5. Strategic Planning Models
6. Business Environment Analysis
7. Strategic Plan Deployment
Part III. Management Elements and Methods
8. Management Skills and Abilities
9. Communication Skills and Abilities
10. Project Management
11. Quality System
12. Quality Models and Theories
Part IV. Quality Management Tools
13. Problem-Solving Tools
14. Process Management
15. Measurement: Assessment and Metrics
Part V. Customer-Focused Organizations
16. Customer Identification and Segmentation
17. Customer Relationship Management
Part VI. Supply Chain Management
18. Supply Chain Management
Part VII. Training and Development
19. Training and Development
Additional References
Appendices
Index
წელი:
2006
გამოცემა:
3rd Edition
გამომცემლობა:
American Society for Quality (ASQ)
ენა:
english
გვერდები:
730
ISBN 10:
162198074X
ISBN 13:
9781621980742
ფაილი:
PDF, 6.20 MB
IPFS:
,
english, 2006