دانلود کتاب Certified Manager of Quality/Organizational Excellence Handbook

Management of quality continues to play a significant role in organizations as they struggle to deal with ever increasing complexities and challenges in our fast-paced world. Business success depends on their ability to use a wide range of information to define, plan, implement, and control a variety of complex, interdependent tasks using a finite set of data and decreasing resources. Organizations must develop the critical knowledge, interpersonal skills, technical tools, and management techniques needed in today’s evolving workplace environment. This Handbook provides comprehensive guidance for process improvement, describes tools and techniques to drive change, emphasizes sound management principles that have relevance even beyond the quality field, and can be a primer for new leaders and a go-to manual for experienced professionals. In addition to being a peerless reference on quality management, this is the most comprehensive preparatory guide for the ASQ Certified Manager of Quality/Organizational Excellence exam. Included in appendices are the Body of Knowledge, an extensive glossary of terms, a list of additional references for further study, 150 multiple-choice practice exam questions, a constructed response practice exam question with examples of responses, and seven other constructed response questions that can be used for practice. Content: Front Matter • List of Figures and Tables • Introduction • Preface to the Third Edition • Table of Contents •Part I. Leadership 1. Organizational Structures and Culture 2. Leadership Challenges 3. Teams and Team Processes 4. ASQ Code of Ethics •Part II. Strategic Plan Development and Deployment 5. Strategic Planning Models 6. Business Environment Analysis 7. Strategic Plan Deployment •Part III. Management Elements and Methods 8. Management Skills and Abilities 9. Communication Skills and Abilities 10. Project Management 11. Quality System 12. Quality Models and Theories •Part IV. Quality Management Tools 13. Problem-Solving Tools 14. Process Management 15. Measurement: Assessment and Metrics •Part V. Customer-Focused Organizations 16. Customer Identification and Segmentation 17. Customer Relationship Management •Part VI. Supply Chain Management 18. Supply Chain Management •Part VII. Training and Development 19. Training and Development • Additional References Appendices Index