CMQ/OE Certification Prep. - Part III

Evaluate and use basic management principles such as planning, leading, delegating, controlling, organizing, and allocating resources. (Evaluate)

Define and describe management theories such as scientific, organizational, behavioral, learning, systems thinking, and situational complexity. Define and describe management styles such as autocratic, participative, transactional, transformational, management by fact, coaching, and contingency approach. Describe how management styles are influenced by an organization’s size, industry sector, culture, and competitors. (Apply)

Describe the interdependence of an organization’s areas (human resources, engineering, sales, marketing, finance, research and development, purchasing, information technology, logistics, production, and service) and how those dependencies and relationships influence processes and outputs. (Understand)

Apply HR elements in support of ongoing professional development and role in the quality system: setting goals and objectives, conducting performance evaluations, developing recognition programs, and ensuring that succession plans are in a place where appropriate. (Apply)

Read, interpret, and use various financial tools, including income statements, balance sheets, and product/service cost structures. Manage budgets and use the language of cost and profitability to communicate with senior management. Use potential return on investment (ROI), estimated return on assets (ROA), net present value (NPV), internal rate of return (IRR), and portfolio analysis to analyze project risk, feasibility, and priority. (Analyze)

Identify the kinds of risk that can occur throughout the organ­ization, from such diverse processes as scheduling, shipping/ receiving, financials, production and operations, employee and user safety, regulatory compliance, and changes. (Apply)

Use KM techniques in identifying core competencies that cre­ ate a culture and system for collecting and sharing implicit and explicit knowledge among workers, stakeholders, competitors, and suppliers. Capture lessons learned and apply them across the organization to promote best practices. Identify typical knowledge-sharing barriers and how to overcome them. (Apply)

Define and apply various modes of communication used within organizations, such as verbal, nonverbal, written, and visual.

Identify factors that can inhibit clear communication and describe ways of overcoming them. (Apply)

Use skills in empathy, tact, friendliness, and objectivity. Use open ­minded and nonjudgmental communication methods. Develop and use a clear writing style, active listening, and questioning and dialogue techniques that support effective communication. (Apply)

Identify key challenges of communicating across different time zones, cultures, languages, terminology, and business practices and present ways of overcoming them. (Apply)

Identify how technology affects communications, including improved information availability, its influence on interpersonal communications, and etiquette for e­-communications. Deploy appropriate communication methods within virtual teams. (Apply)

Use project management methodology and ensure that each project is aligned with strategic objectives. Plan the different phases of a project: initiation, planning, execution, monitoring and controlling, and closure. Ensure the project is on time and within budget. Consider alternate project management methodologies (linear, evolutionary, or iterative) as they apply to the project. (Evaluate)

Use tools such as risk assessment matrix, benefit-­cost analysis, critical path method (CPM), Gantt chart, PERT, and work break­ down structure (WBS) to plan projects and estimate related costs. (Apply)

Use tools such as cost variance analysis, milestones, and actual versus planned budgets to monitor project activity against the project plan. (Evaluate)

Use written procedures and project summaries to document projects. (Apply)

Develop and monitor the quality mission and policy and ensure that it is aligned with the organization’s broader mission. (Create)

Develop and deploy the quality plan and ensure that it is documented and accessible throughout the organization. (Create)

Evaluate the effectiveness of the quality system using various tools: balanced scorecard, internal audits, feedback from internal and external stakeholders (including stakeholder complaints), warranty/return data analytics, product traceability and recall reports, and management reviews. (Evaluate)

Describe and apply the requirements and basic principles of the ISO 9000–based standards used to support quality management systems. (Apply)

Define and describe common elements and criteria of performance excellence models such as the European Excellence Award (EFQM), Excellence Canada, ASQ International Team Excellence Award (ITEA), or Malcolm Baldrige National Quality Award (MBNQA). Describe how their criteria are used as management models to improve processes at an organizational level. (Understand)

Describe and differentiate methods such as total quality management (TQM), continuous improvement, and benchmarking. (Apply)

Describe and apply basic methodologies and theories proposed by quality leaders such as Shewhart, Deming, Juran, Crosby, Feigenbaum, and Ishikawa. (Apply)