Certified Manager of Quality Training Course Outline

Module 1: Organisational Structures

• Organisational Design
• Vertical Organisational Design
• Horizontal Organisational Design
• Centralisation/Decentralisation
• Types of Organisational Structures
• Management Hierarchy and Influence on the Organisation

Module 2: Leadership Challenges

• Roles and Responsibilities of Leaders
• Roles and Responsibilities of Managers
• Change Management
• Leadership Techniques
• Empowerment

Module 3: Teams and Team Processes

• Types of Teams
• Stages of Team Development
• Team-Building Techniques
• Team Roles and Responsibilities
• Team Performance and Evaluation

Module 4: ASQ Code of Ethics

• Fundamental Principles
• Relations with the Public
• Relations with Employers and Clients
• Relations with Peers

Module 5: Strategic Planning Models

• Strategic Planning Concepts
• Traditional Strategic Planning
• Scenario Planning
• Barriers to Successful Strategic Planning

Module 6: Business Environment Analysis

• Risk Analysis
• Market Forces
• Stakeholder Analysis
• Technology
• Internal Capability Analysis
• Legal and Regulatory Factors

Module 7: Strategic Plan Deployment

• Tactical Plans
• Resource Allocation and Deployment
• Organisational Performance Measurement
• Quality in Strategic Deployment

Module 8: Management Skills and Abilities

• Principles of Management
• Management Theories and Styles
• Interdependence of Functional Areas
• Human Resource (HR) Management
• Financial Management
• Risk Management
• Knowledge Management

Module 9: Communication Skills and Abilities

• Communication Techniques
• Interpersonal Skills
• Communication in a Global Economy
• Communications and Technology

Module 10: Project Management

• Project Management Basics
• Project Planning and Estimation Tools
• Measure and Monitor Project Activity
• Project Documentation

Module 11: Quality Systems

• Quality Mission and Policy
• Quality Planning, Deployment, and Documentation
• Quality System Effectiveness

Module 12: Quality Models and Theories

• Organisational and Performance Excellence
• ISO Quality Management Standards
• Other Quality Methodologies
• Quality Philosophies

Module 13: Problem-Solving Tools

• Seven Classic Quality Tools
• Basic Management and Planning Tools
• Process Improvement Tools
• Innovation and Creativity Tools
• Cost of Quality (COQ)

Module 14: Process Management

• Process Goals
• Process Analysis
• Lean Tools
• Theory of Constraints (TOC)

Module 15: Measurement: Assessment and Metrics

• Basic Statistical Use
• Sampling
• Statistical Analysis
• Measurement Systems Analysis
• Trend and Pattern Analysis
• Process Variation and Capability
• Reliability Terminology

Module 16: Customer Identification and Segmentation

• Internal Customers
• External Customers
• Customer Segmentation
• Qualitative Assessment

Module 17: Customer Relationship Management

• Customer Needs
• Customer Satisfaction and Loyalty
• Customer Service Principles
• Multiple and Diverse Customer Management

Module 18: Supply Chain Management

• Supplier Selection and Approval
• Supplier Risk Management
• Supplier Communications
• Supplier Performance
• Supplier Improvement
• Supplier Certification, Partnerships, and Alliances
• Supplier Logistics and Material Acceptance

Module 19: Training and Development

• Training Plans
• Training Needs Analysis
• Training Materials/Curriculum Development and Delivery
• Training Effectiveness and Evaluation