Manager of Quality/Organizational Excellence (CMQ/OE)
A Certified Manager of Quality/Organizational Excellence
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 Certified Manager of Quality/Organizational Excellence
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.
Target Audience
Corporate directors of quality, quality managers, and executives
involved with quality at the organizational or departmental level
within an organization; quality consultants and candidates
preparing to take the ASQ exam
Course Outline
Leadership
Leadership is fundamental in driving quality in an organization.
A good leader's actions and words filter down to all organizational
levels to create a quality culture. The concepts of organizational
leadership are built on a foundation of core business elements. A
clear understanding of these elements is key in developing an
organization's strategic plan and vision. These core elements
include: organizational structure and culture, roles and
responsibilities of managers and leaders, change management,
motivation and negotiation, and conflict and empowerment. This
course explores the concepts of organizational design and
leadership challenges. It is aligned with the Quality Management
Division of the American Society for Quality's Certification
Handbook and is designed to assist learners as part of their
preparation for the ASQ Certified Manager of Quality/Organizational
Excellence certification exam.
Team Dynamics
Effective development of teams improves the organization's
quality and productivity. Team development encompasses team
establishment, assignment of roles and responsibilities, and
performance evaluation. Dynamic team goals and objectives must
align with the organization's vision and mission. This course
explores team building and team dynamics.
Developing and Deploying Strategic Plans
Successful organizations are founded on effectively developing
and deploying strategic plans. Organizations must identify their
primary goals and objectives based on their mission and vision
statements. Other success factors include understanding market
forces, internal strengths and weaknesses, stakeholders, relevant
technology, and legal and regulatory factors. With these
considerations, an organization's action plan can be developed and
deployed, and its effectiveness evaluated. This course explores the
concepts of strategic planning models, business environmental
analysis, and strategic plan deployment
Managerial Skills and Abilities
Quality management is an important factor in the success of
today's organizations. Leading organizational thinkers have gone to
the extent of saying that quality in an organization is determined
by the quality of its management. In order to bring quality and
excellence to an organization, managers need certain skills, tools,
and abilities in all their functions. These skills and abilities
relate to their understanding of management principles and
theories, key organizational functions, and their mutual
interrelationships. This course explores basic principles of
management, management theories, styles and tools, and
interdependence of functional areas in an organization. It
identifies tools and techniques used by the HR, Finance, Risk, and
Knowledge management functions in an organization.
Communication Skills and Project Management
An essential element of management is the ability to effectively
communicate with people. The capacity to successfully communicate
in today's global economy is a pivotal element to the success of
any organization. Managers need to be aware of emerging
technologies and how these affect international communication. To
meet an improvement project's specified goals and objectives, a
manager must also effectively plan, estimate, and monitor the
progress of the project and know what tools to apply. This course
explores how communication takes place, and presents techniques and
strategies for enhancing communication. It also examines how
various project management tools can be used to analyze project
risk, feasibility, and priority.
Quality Systems, Models and Theories
The implementation of an effective quality system is a vital
component of the success of any organization. Personnel at all
levels in an organization must be aware of the quality mission,
plan, and methodology it employs. A quality mission and plan that
is well developed and properly implemented must be aligned to the
corporate mission and vision statements and the strategic plan in
order to be effective. As an organization evolves, its quality plan
must be monitored and revised in order to reflect these changes.
This course explores the quality mission, plan, and methodologies
and discusses the importance of effective monitoring,
documentation, and implementation. It examines various quality
models and theories used in corporations today.
Problem-Solving and Process Management
Tools
Albert Einstein is reputed to have said, "The significant
problems we face cannot be solved at the same level of thinking we
were at when we created them." To solve quality and process-related
problems, managers should continuously enhance their knowledge of
organizational processes and quality management tools. These tools
help managers find root causes of problems, an important step
toward removing them. Success in ensuring quality and
organizational excellence depends on how effectively managers apply
these tools to solve quality and process-related problems. This
course explores basic problem-solving and process management tools
used for identifying, analyzing, and solving quality and
process-related problems.
Measurement Assessment and Metrics
Were you ever in a situation where you started a new project and
weren't sure of its effectiveness? Is your new process trending
toward success or failure? These are questions that should be on
the mind of every manager. An effective manager is continuously
gathering, monitoring, and analyzing information as it relates to
organizational performance. This course explores data analysis
techniques used to detect trends of projects and processes. It
describes key concepts in statistical analysis and explains how
data-gathering affects the people in an organization and vice
versa.
Customer-Focused Management
Sam Walton, founder of Wal-Mart, is reputed to have said, "There
is only one boss - the customer. And he can fire everybody in the
company - from the chairman on down - simply by spending his money
somewhere else." Effective quality management processes focus on
the customer. In today's global marketplace, customers have more
choices than ever before. To achieve success, it is vital for
enterprises to accurately identify the wants, needs, and
expectations of their customers. This course explores the
relationship between the treatment of internal customers and the
impact on external customers. It examines techniques used to
identify and segment external customers, while anticipating
customer priorities, needs, and expectations. Strategies for
incorporating customer service principles are also analyzed.
Supply Chain Management
At what level are your suppliers performing? Are the
relationships with your suppliers benefiting the organization? A
quality-centered relationship with a supplier can play a vital role
in the success of organizations, providing a competitive advantage
in today's aggressive global marketplace. Without sound performance
measurement and communication strategies, the relationship between
you and your supplier can quickly deteriorate. This course explores
many aspects of the organization-supplier relationship, including
supplier selection and communication strategies. The course also
examines approaches to measuring supplier performance as a basis
for improvement. It also looks at the importance of certification,
partnerships, and alliances as they relate to the supplier
relationship.
Training and Development
The most valued resource of any organization is its people. In
today's corporate landscape of technological advancement, employees
must be trained to align with the strategic direction of the
business. Managers of quality should know that improvements in
workplace productivity contribute positively to the overall
well-being of the organization. This course explores the
importance of investing in human capital as a means of attaining
strategic objectives. It delves into all aspects of corporate
training, including the front-end needs analysis, and identifying
effective design and development strategies. It also examines
various ways to deliver training, and provides insight on how to
accurately evaluate the impact training programs have on a
company's bottom line.