|Introductions, books, overview of exam, course, and the BOK. What is needed to pass this exam? Why Essays? Pre-test and discussion
|BOK Part I (25 Questions): Chapters 1-4: Leadership:|
Lecture, Pre-test and discussion, Constructed Response
What do we mean by organizational Culture? How do Quality Managers influence it? Basic Organizational structures. Change Management. Why Teams? Team-building and Evaluation. ASQ Code of Ethics Review.
|BOK Part II (15 Questions): Chapters 5-7: Strategic Planning Development & Deployment.|
Lecture, Practice Test (I), and discussion. Constructed Response
Understanding the complexities of the business environment, importance of the strategic plan, and the Quality influence on it through metrics, resource deployment, and project selection.
|BOK Part III (32 Questions): Chapters 8-12: Mgt. Elements & Methods|
Lecture, Practice Test (II), and discussion. Constructed Response
Management principles, styles, and theories. Functional interdependence in the organization. Communication skills and the Quality Management System. QMS templates and standards. The Quality Management Gurus and their Philosophies.
|BOK Part IV (28 Questions): Chapters 13-15: Quality Mgt. Tools|
Lecture, Practice test (III) and discussion, Constructed Response
Review of some classic and management tools. Cost-of-Quality. Process management and improvement. Measurement, variation, and metrics. Process Capability. Surveys and other assessment strategies.
|BOK Part V (20 Questions): Chapters 16-17: Customer-Focused Organizations|
Lecture and discussion, Practice test (IV), Constructed Response
Customer satisfaction and loyalty. Voice of the Customer and how we learn to listen to and deploy it. Customer segregation and management.
|BOK Parts VI (15 Questions) & VII (15 Questions): Chapters 18-19: Supply Chain Management & Training & Development|
Lecture, Practice tests (V/VI/VII) and discussion, Constructed Response
Selection and management of suppliers. Certifications, partnerships, alliances, and the monitoring of performance.
Training and needs analysis. The importance of training effectiveness evaluation. Training methods. Adult learning theories.
| Closed Book Constructed Response; Choose 2: 45 minutes|
Open Book Multiple Choice: 150 Questions: 195 minutes
| Case Studies
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