The Handbook for Quality Management, 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

Over the past 40 years, the quality management discipline has undergone steady evolution from disparate quality assurance efforts to strategic, business-integrated functions. Today’s quality manager must be able to plan and implement measurable, cost-effective process-improvement initiatives across the organization.

Written by two of the foremost authorities on the subject and fully updated for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge, The Handbook for Quality Management, Second Edition provides an operational guide to the proper understanding and application of quality management in the current business environment. It serves as a primary reference source for an organization’s quality program and for anyone seeking to pass the CMQ/OE exam, given by the ASQ.

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

• Clearly defines quality management principles and their application within a cross section of industries
• Integrates the application of Theory of Constraints, Six Sigma, and Lean thinking into the Quality Management discipline
• Contains detailed methods for planning, including customer needs recognition, benchmarking, and organizational assessments
• Discusses controls such as statistical process control, audits, and supply chain management
• Explains the stages of continuous improvement
• Incorporates classic motivation theory with more current management practices advocated by Joiner, Senge, and Deming, among others
• Features simulated and past exam questions to help you study for the ASQ CMQ/OE exam with answers that can be found at www.mhprofessional.com/HQM2

Table of Contents

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. Qualifying 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

Appedix A. Control Chart Constants
Appendix B. Control Chart Equations
Appendix C. Area Under the Standard Normal Curve