The Handbook for Quality Management : A Complete Guide to Operational Excellence, 2nd Edition

The definitive guide to organizational excellence–completely updated

Fully revised for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/QE) Body of Knowledge, The Handbook for Quality Management : A Complete Guide to Operational Excellence, Second Edition offers in-depth guidance on effectively applying the principles of quality management in today’s business environment and delivering superior results. Designed to help you prepare for and pass the ASQ CMQ/QE exam, this authoritative volume also serves as an essential on-the-job reference.

Coverage includes:

• Business-integrated quality systems
• Organizational structures
• The quality function
• Approaches to quality
• Customer-focused organizations
• Integrated planning
• Strategic planning
• Understanding customer expectations and needs
• Benchmarking
• Organizational assessment
• Process control
• Quantifying process variation
• Quality audits
• Supply chain management
• Continuous improvement
• Effective change management
• Six Sigma methodology, including detailed descriptions of the DMAIC and DMADV approaches
• Management of human resources
• Motivation theories and principles
• Management styles
• Resource requirements to manage the quality function

Preface

Part I : Business-Integrated Quality Systems

Chapter 1 : Organizational Structures

Chapter 2 : The Quality Function

Chapter 3 : Approaches to Quality

Chapter 4 : Customer-Focused Organizations

Part II : Integrated Planning

Chapter 5 : Strategic Planning

Chapter 6 : Understanding Customer Expectations and Needs

Chapter 7 : Benchmarking

Chapter 8 : Organizational Assessment

Part III : Process Control

Chapter 9 : Quantifying Process Variation

Chapter 10 : Quality Audits

Chapter 11 : Supply Chain Management

Part IV : Continuous Improvement

Chapter 12 : Effective Change Management

Chapter 13 : Define Stage

Chapter 14 : Measure Stage

Chapter 15 : Analyze Stage

Chapter 16 : Improve/Design Stage

Chapter 17 : Control/Verify Stage

Part V : Management of Human Resources

Chapter 18 : Motivation Theories and Principles

Chapter 19 : Management Styles

Chapter 20 : Resource Requirements to Manage the Quality Function

Appendix A : Control Chart Constants
Appendix B : Control Chart Equations
Appendix C : Area Under the Standard Normal Curve
Appendix D : Simulated Certification Exam Questions
References
Index

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