| I Leadership |
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I.A Organizational Structures |
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I.B Leadership Challenges |
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I.B.1 Roles and responsibilities of leaders |
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I.B.2 Roles and responsibilities of managers |
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I.B.3 Change management |
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I.B.4 Leadership techniques |
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I.B.5 Empowerment |
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I.C Teams and Team Processes |
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I.C.1 Types of teams |
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I.C.2 Stages of team development |
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I.C.3 Team-building techniques |
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I.C.4 Team roles and responsibilities |
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I.C.5 Team performance and evaluation |
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I.D ASQ Code of Ethics |
| II Strategic Plan Development and Deployment |
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II.A Strategic Planning Models |
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II.B Business Environment Analysis |
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II.B.1 SWOT Analysis |
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II.B.2 Market Forces |
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II.B.3 Stakeholder Analysis |
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II.B.4 Technology |
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II.B.5 Internal Capability Analysis |
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II.B.6 Legal and Regulatory Factors |
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II.C Strategic Plan Deployment |
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II.C.1 Tactical plans |
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II.C.2 Resource Allocation and Deployment |
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II.C.3 Organizational Performance Measurement |
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II.C.4 Quality in Strategic Deployment |
| III Management Elements and Methods |
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III.A Management Skills and Abilities |
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III.A.1 Principles of management |
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III.A.2 Management theories and styles |
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III.A.3 Interdependence of functional areas |
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III.A.4 Human resources (HR) management |
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III.A.5 Financial management |
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III.A.6 Risk management |
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III.A.7 Knowledge management (KM) |
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III.B Communication Skills and Abilities |
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III.B.1 Communication techniques |
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III.B.2 Interpersonal skills |
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III.B.3 Communications in a global economy |
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III.B.4 Communications and technology |
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III.C Project Management |
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III.C.1 Project management basics |
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III.C.2 Project planning and estimation tools |
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III.C.3 Measure and monitor project activity |
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III.C.4 Project documentation |
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III.D Quality System |
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III.D.1 Quality mission and policy |
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III.D.2 Quality planning, deployment, and documentation |
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III.D.3 Quality system effectiveness |
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III.E Quality Models and Theories |
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III.E.1 Organizational and Performance Excellence |
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III.E.2 ISO quality management standards |
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III.E.3 Other quality methodologies |
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III.E.4 Quality philosophies |
| IV Quality Management Tools |
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IV.A Problem-Solving Tools |
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IV.A.1 The seven classic quality tools |
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IV.A.2 Basic management and planning tools |
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IV.A.3 Process improvement tools |
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IV.A.4 Innovation and creativity tools |
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IV.A.5 Cost of quality (COQ) |
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IV.B Process Management |
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IV.B.1 Process goals |
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IV.B.2 Process analysis |
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IV.B.3 Lean tools |
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IV.B.4 Theory of constraints (TOC) |
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IV.C Measurement: Assessment and Metrics |
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IV.C.1 Basic statistical use |
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IV.C.2 Sampling |
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IV.C.3 Statistical analysis |
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IV.C.4 Measurement systems analysis |
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IV.C.5 Trend and pattern analysis |
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IV.C.6 Process variation |
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IV.C.7 Process capability |
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IV.C.8 Reliability terminology |
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IV.C.9 Qualitative assessment |
| V Customer-Focused Organizations |
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V.A Customer Identification and Segmentation |
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V.A.1 Internal customers |
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V.A.2 External customers |
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V.A.3 Customer Segmentation |
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V.A.4 Qualitative Assessment |
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V.B Customer Relationship Management |
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V.B.1 Customer needs |
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V.B.2 Customer satisfaction and loyalty |
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V.B.3 Customer service principles |
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V.B.4 Multiple and diverse customer management |
| VI Supply Chain Management |
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VI.A Supplier Selection |
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VI.B Supplier Communications |
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VI.C Supplier Performance |
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VI.D Supplier Improvement |
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VI.E Supplier Certification, Partnerships, and Alliances |
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VI.F Supplier Logistics and Material Acceptance |
| VII Training and Development |
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VII.A Training Plans |
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VII.B Training Needs Analysis |
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VII.C Training Materials/Curriculum Development and Delivery |
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VII.D Training Effectiveness and Evaluation |