Certified Manager of Quality/Organizational Excellence

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  Curs on-line
  27 ore
Predare in limba: Engleza

Credit NASBA: 1.5

Team Dynamics
Credit NASBA: 2

Developing and Deploying Strategic Plans
Credit NASBA: 2

Managerial Skills and Abilities
Credit NASBA: 3.5

Communication Skills and Project Management
Credit NASBA: 1.5

Quality Systems, Models, and Theories
Credit NASBA: 2

Problem-Solving and Process Management Tools
Credit NASBA: 3.5

Measurement: Assessment and Metrics
Credit NASBA: 2

Customer-Focused Management
Credit NASBA: 2.5

Supply Chain Management
Credit NASBA: 1.5

Training and Development
Credit NASBA: 2

Structura cursului


  • recognize key concepts of organizational design in practice


  • match the organizational structures to descriptions


  • recognize how culture can be exhibited in an organization


  • match the five steps on Juran's road to total quality management with descriptions


  • identify requirements for quality managers in leadership roles


  • match leadership styles to the appropriate follower readiness levels


  • recognize examples of management functions


  • recognize competencies required by managers


  • identify the techniques used by individuals acting as change agents


  • recognize how to overcome common organizational roadblocks to change


  • match theories of motivation and influence to their key concepts


  • recognize methods used to resolve conflict


  • identify techniques for empowering individuals and teams




Team Dynamics

  • recognize when to use different types of teams


  • identify descriptions of the classic phases of team development


  • recognize basic team-building activities


  • distinguish among typical team roles in a scenario


  • recognize techniques for handling group dynamics


  • recognize methods used to evaluate teams


  • distinguish between intrinsic and extrinsic rewards




Developing and Deploying Strategic Plans

  • identify the characteristics of a traditional strategic planning approach


  • recognize examples of the steps in the Hoshin planning model


  • identify what scenario planning is used for


  • identify descriptions of tools used to measure success against strategic goals


  • recognize questions that should be asked at the various stages of SWOT analysis


  • identify Porter's five forces that drive industry profitability


  • identify some of the strategic implications of technology


  • identify legal and regulatory factors affecting organizations


  • sequence the steps in a stakeholder analysis framework


  • recognize internal capability factors that should be considered in strategic planning


  • recognize the elements of an effective action plan


  • identify the characteristics of tactics


  • recognize examples of the main activities involved in successful resource allocation


  • match each method of measuring performance to a description


  • match key quality concepts to examples




Managerial Skills and Abilities

  • match the basic principles of management to examples


  • match management theories to their descriptions


  • recognize the factors that influence management style


  • match management styles to examples


  • match tools used by managers to their descriptions


  • identify the advantages and caveats of systems thinking


  • recognize HR management activities used in staffing


  • recognize examples of professional development and recognition techniques


  • distinguish between basic types of financial statements


  • match the basic types of budgets to their descriptions


  • match examples to the tools and techniques used for assessing and managing risks in an organization


  • match the tactics used to assess the probability and impact of loss to their examples


  • match areas of knowledge management in an organization to their descriptions


  • identify typical organizational barriers to implementing knowledge management techniques




Communication Skills and Project Management

  • recognize interpersonal skills and techniques that the effective communicator may use


  • identify the types of nonverbal communication that help you win the trust of others


  • identify barriers to effective communication


  • recognize how to overcome barriers to communication in a global environment


  • recognize appropriate communication technology formats used to deliver different kinds of messages


  • prioritize a project using benefit-cost analysis formulas


  • identify why the work breakdown structure (WBS) is the most important element of project planning


  • identify the advantages and disadvantages of using Gantt charts


  • distinguish between the critical path method (CPM) and the program evaluation and review technique (PERT)


  • recognize examples of critical performance measures of an ongoing project


  • sequence examples of the steps involved in the management of risk


  • match the major project management documents with descriptions




Quality Systems, Models, and Theories

  • sequence the succession of activities involved in developing a quality mission


  • identify what a quality plan should define


  • recognize examples of the roles involved in deploying a quality plan


  • recognize examples of metrics supported by the balanced scorecard


  • recognize examples of tools managers can use to review the effectiveness of their quality systems


  • identify the MBNQA criteria categories for performance excellence


  • match ISO 9000 series quality principles to examples


  • identify the benefits of ISO 9001 registration and implementation


  • identify the key elements required for effective TQM


  • identify the characteristics of kaizen


  • recognize examples of the steps involved in the benchmarking process


  • identify what is emphasized in the Six Sigma methodology


  • match quality theorists to their quality philosophies




Problem-Solving and Process Management Tools

  • match various quality tools with their descriptions


  • identify key concepts about basic management and planning tools


  • match various process management tools with their descriptions


  • identify innovation and creativity tools used for solving quality and process problems


  • recognize examples of quality costs in a given scenario


  • identify how process goals are established and monitored and measured


  • sequence the steps in process mapping


  • match process documentation tools with their descriptions


  • match Lean techniques for waste reduction, quality, and process flow to descriptions


  • identify the principles of Goldratt's Theory of Constraints




Measurement: Assessment and Metrics

  • match the three levels in the GQM measurement model to examples


  • identify reasons for not using sampling to acquire data


  • match the sampling types to the situations in which they should be used


  • match key concepts of statistical analysis to descriptions


  • match the three methods used to estimate reliability to their descriptions


  • match the four main components of validity to their descriptions


  • recognize situations when it is appropriate to use long-range or short-range trend analysis


  • distinguish between common and special causes in variation


  • identify key concepts involved in dealing with common cause and special cause variation


  • recognize the capability of a process in terms of Cp and Cpk indices


  • differentiate between subjective and objective measures


  • recognize what's involved in analyzing and using survey results




Customer-Focused Management

  • identify key concepts in the customer-supplier value chain


  • identify a definition of quality level agreement (QLA)


  • identify ways to energize internal customers


  • sequence the steps in a process for working with external customers


  • recognize examples of segmentation variables


  • identify best practices in customer identification and segmentation


  • identify the advantages and disadvantages of using surveys, interviews, and focus groups to capture the voice of the customer


  • identify the steps involved in the QFD approach to capturing and translating customer requirements


  • identify the characteristics of an effective complaint-handling system


  • identify the steps involved in customer value analysis


  • identify steps for improving customers' perceptions of quality customer service


  • recognize examples of the core principles of good customer service


  • identify how to manage multiple customers


  • identify the ways of dealing with conflicting customer requirements and demands




Supply Chain Management

  • identify examples of the actions involved in selecting suppliers


  • recognize examples of rating categories commonly used to assess suppliers


  • identify procedures for dealing with supplier communications


  • identify how to ensure supplier compliance with organizational requirements


  • match common measures of supplier performance with their associated metrics


  • identify common measures of supplier performance


  • identify factors involved in assessing the frequency of measuring supplier performance


  • identify the objectives of supplier audits


  • sequence steps in the evaluation of a corrective action plan for a supplier


  • sequence the steps in the supplier certification process


  • recognize the key concepts involved in process reviews and performance evaluations


  • sequence steps in developing customer-supplier partnerships and alliances


  • recognize the key concepts of ship-to-stock and just-in-time programs




Training and Development

  • recognize problems that may arise in the absence of top-level management support of quality training


  • identify the elements of an effective training plan


  • recognize the benefits of training needs analysis


  • recognize the phases and progression of a needs analysis


  • match each phase in the ADDIE model with an example


  • identify the characteristics of the adult learner


  • identify where differences need to be accommodated in the workforce when delivering training


  • recognize when to use traditional methods of delivering training


  • recognize when to use technology-based, blended learning, or on-the-job methods of training


  • match Kirkpatrick's four levels of evaluation to descriptions


  • determine whether a training effort was a good return on investment