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Quality Management Body of Knowledge

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

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Submitted by:
Jerry Rice

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Date Added: Oct 12, 2018

Date Last Modified: Apr 13, 2019

Category: Resources

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