CMQ/OE Certification Prep. - Part V
What you'll learn
- Improved knowledge, skills, and abilities qualify you for more positions within modern business industries that require demonstrated competency in quality .
- Lead and champion process improvement initiatives in organizations that can have regional or global focus in a variety of product or service settings.
- Lead team efforts to establish and monitor customer/supplier relations; support strategic planning and deployment initiatives.
- How to Pass the Certified Manager of Quality / Organizational Excellence (CMQ/OE) exam Successfully.
- You must have experience in one or more of the areas of the Certified Manager of Quality/Organizational Excellence Body of Knowledge,this experience must be in a decision-making position, defined as the authority to define, execute, or control projects/processes and to be responsible for the outcome ,this may or may not include management or supervisory positions.
CMQ/OE Certification Prep. Course-Part V: Customer-Focused Organizations
What is covered in this course?
This course is fully aligned with the updated CMQ/OE Body of Knowledge - Part V ( FIFTH EDITION 2021 )
Part V: Customer-Focused Organizations
A. Customer Identification and Segmentation
1. Internal customers
Define internal customers and describe the impact an organization’s treatment of internal customers will have on external customers.
Evaluate methods for influencing internal customers to improve products, processes, and services and evaluate the results. (Evaluate)
2. External customers
Define external customers and describe their impact on products and services. Evaluate strategies for working with them and integrating their requirements and needs to improve products, services, and processes. (Evaluate)
3. Customer segmentation
Describe and assess the customer segmentation process and its impact on aligning service and delivery to meet customer needs. (Evaluate)
4. Qualitative assessment
Identify subjective information such as verbatim comments from customers, observation records, and focus group output. Describe how subjective information differs from objective measures and determine when data should be captured in categories rather than a numeric value. (Analyze)
B. Customer Relationship Management
1. Customer needs
Use quality function deployment (QFD) to capture the voice of the customer (VOC) and examine customer needs in relation to products and services offered. Analyze the results to prioritize future development in anticipation of changing customer needs. (Analyze)
2. Customer satisfaction and loyalty
Develop systems to capture positive and negative customer feedback and experiences, using tools such as listening posts, focus groups, complaints, warranty data, surveys, and interviews.
Use customer value analysis to calculate the financial impact of existing customers and the potential results of losing those customers. Develop corrective actions and proactive methods to improve customer satisfaction, loyalty, and retention levels. (Create)
3. Customer service principles
Demonstrate strategies that support customer service principles: courtesy, politeness, smiles, cheerfulness, attention to detail, active listening, empathy, rapid response, and easy access for information and service. (Apply)
4. Multiple and diverse customer management
Establish and monitor priorities to avoid or resolve conflicting customer requirements and demands. Develop methods and systems for managing capacity and resources to meet the needs of multiple customers. Describe the impact that diverse customer groups can have on all aspects of product and service development and delivery.(Evaluate)
LEVELS OF COGNITION
BASED ON BLOOM’S TAXONOMY
Remember: Recall or recognize terms, definitions, facts, ideas, materials, patterns, sequences, methods, principles.
Understand: Read and understand descriptions, communications, reports, tables, diagrams, directions, regulations.
Apply: Know when and how to use ideas, procedures, methods, formulas, principles, theories.
Analyze: Break down information into its constituent parts and recognize their relationship to one another and how they are organized; identify sublevel factors or salient data from a complex scenario.
Evaluate: Make judgments about the value of proposed ideas, solutions, et cetera, by comparing the proposal to specific criteria or standards.
Create: Put parts or elements together in such a way as to reveal a pattern or structure not clearly there before; identify which data or information from a complex set is appropriate to examine further or from which supported conclusions can be drawn.
Who this course is for:
- Quality Management Individuals are interested in leading process improvement initiatives, everywhere from small businesses to multinational corporations.
- Professionals attempt to pass the Certified Manager of Quality / Organizational Excellence (CMQ/OE) exam Successfully.
Hosam Abd Al-Galeil is a Certified Manager of Quality\Organizational Excellence from the American Society for Quality, Coaching many individuals for ASQ CQE, CSSBB CMQ/OE exam preparation. He has more than 25 years of experience in the field of airplane maintenance and overhaul at the Egyptian Air Force and more than 15 years of experience in the field of consulting, training, and developing quality management systems. He is highly skilled in process improvement, developing new robust business processes with excellent skills. He is a dynamic speaker, trainer, coach, and presenter who is able to make effective changes in the work environment.