\nCMQ\/OE Flashcards<\/a>\n<\/div>\n
<\/span>Exam Eligibility<\/h2>\nTo be eligible for this exam, you must have at least 10 years of experience in at least one area of the CMQ\/OE Body of Knowledge<\/a>, 5 years of which must be in a decision-making position.<\/p>\nDepending on your level of education, your work experience will be partially waived.<\/p>\n
\n\n\nLevel of Education<\/th>\n Years of Experience Waived<\/th>\n<\/tr>\n<\/thead>\n \n\nTechnical\/trade school diploma<\/td>\n 1 year<\/td>\n<\/tr>\n \nAssociate degree<\/td>\n 2 years<\/td>\n<\/tr>\n \nBachelor’s degree<\/td>\n 4 years<\/td>\n<\/tr>\n \nMaster’s or doctorate<\/td>\n 5 years<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/span>CMQ\/OE Exam Outline<\/h2>\nThe CMQ\/OE exam contains 180 multiple-choice questions, 15 of which are unscored, and you will be given a time limit of 4 hours and 18 minutes. ASQ uses the unscored questions to validate questions for future versions of the exam.<\/p>\n
The questions on the exam are grouped into six levels of complexity.<\/p>\n
\n\n\n![\"\"](\"https:\/\/www.mometrix.com\/academy\/wp-content\/uploads\/2023\/08\/R-icon-01.svg\")
\nRemember<\/strong>
\nYou must recall terms, methods, patterns, definitions, sequences, facts, materials, etc.<\/span>\n<\/div>\n\n![\"\"](\"https:\/\/www.mometrix.com\/academy\/wp-content\/uploads\/2023\/08\/U-icon-01.svg\")
\nUnderstand<\/strong>
\nYou must comprehend reports, tables, regulations, descriptions, directions, diagrams, etc.<\/span>\n<\/div>\n\n![\"\"](\"https:\/\/www.mometrix.com\/academy\/wp-content\/uploads\/2023\/08\/Ap-test-7-01.svg\")
\nApply<\/strong>
\nYou must know how and when to use theories, procedures, ideas, formulas, principles, etc.<\/span>\n<\/div>\n\n![\"\"](\"https:\/\/www.mometrix.com\/academy\/wp-content\/uploads\/2023\/08\/An-icon-01.svg\")
\nAnalyze<\/strong>
\nYou must separate information into its constituent parts and recognize the relationship between these parts and how they are organized.<\/span>\n<\/div>\n\n![\"\"](\"https:\/\/www.mometrix.com\/academy\/wp-content\/uploads\/2023\/08\/E-icon-01.svg\")
\nEvaluate<\/strong>
\nYou must evaluate proposed ideas and solutions by holding the proposals to set criteria and standards.<\/span>\n<\/div>\n\n![\"\"](\"https:\/\/www.mometrix.com\/academy\/wp-content\/uploads\/2023\/08\/C-icon-01.svg\")
\nCreate<\/strong>
\nYou must reveal a pattern or structure that was not initially clear given a set of parts or elements.<\/span>\n<\/div>\n<\/div>\n<\/div>\nThe exam is split into seven sections, collectively called the “CMQ\/OE Body of Knowledge.”<\/p>\n
\n<\/span>I. Leadership (28 questions)<\/h3>\nThe questions in this section are designed to assess your leadership knowledge and abilities in the following areas:<\/p>\n\nOrganizational Structures<\/summary>\nDefine and describe organizational designs, such as matrix, flat, and parallel structures, and the effect that hierarchical management structure can have on an organization.<\/span><\/p>\n<\/details>\n\nLeadership Challenges<\/summary>\nDescribe typical roles, responsibilities, and competencies of people in leadership positions and how those attributes influence an organization’s direction, purpose, and engagement.<\/span><\/p>\nDescribe typical roles, responsibilities, and competencies of people in management positions and how those attributes contribute to an organization’s success.<\/span><\/p>\nUse change management strategies to overcome organizational roadblocks, assess the impact of global changes, achieve desired change levels, and review outcomes for effectiveness.<\/span><\/p>\nDevelop and implement leadership techniques that motivate employees and sustain enthusiasm, and use negotiation, influence, critical thinking, or Socratic questioning to move work forward.<\/span><\/p>\nApply techniques to empower individuals and teams, identify obstacles to empowerment, and distinguish between job enrichment, job enlargement, job design, and job tasks.<\/span><\/p>\n<\/details>\n\nTeams and Team Processes<\/summary>\nIdentify and describe different types of teams and their purposes, including process improvement, self-managed, temporary, virtual, hybrid, and work groups.<\/span><\/p>\nExplain the effect that the stages of team development have on leadership style.<\/span><\/p>\nApply basic team-building steps to enhance team introductions, membership, vision, objectives, and role assignments.<\/span><\/p>\nDescribe typical team support roles, member responsibilities, and leader responsibilities related to group dynamics, hidden agendas, disruptive behavior, and conflict resolution.<\/span><\/p>\nEvaluate team performance in relation to established metrics, goals, objectives, rewards, and team success.<\/span><\/p>\n<\/details>\n\nBusiness Governance, Ethics, and Compliance<\/summary>\nIdentify and apply behaviors and actions that comply with the ASQ code of ethics.<\/span><\/p>\nUnderstand compliance issues and applicable policies, laws, and regulations, including conflict of interest, confidentiality, bribery, environmental, social, governance, and safety factors.<\/span><\/p>\nApply organizational policies for agreements, intellectual property protection, and reporting observations or deviations that could be perceived as illegal activity.<\/span><\/p>\n<\/details>\n<\/span>II. Strategic Plan Development and Deployment (23 questions)<\/h3>\nThe questions in this section are designed to assess your plan development and deployment knowledge and abilities in the following areas:<\/p>\n\nStrategic Planning Models<\/summary>\nDefine, describe, and use basic elements of strategic planning models, including mission, vision, values, and how they relate to the plan and the organization’s objectives.<\/span><\/p>\n<\/details>\n\nBusiness Environment Analysis<\/summary>\nAnalyze an organization’s strengths, weaknesses, opportunities, threats, and risks using tools such as SWOT and PESTLE analysis.<\/span><\/p>\nDescribe forces that drive strategic plans, including competition, substitutes, buyer and supplier power, economic conditions, global market changes, growth position, and changing customer expectations.<\/span><\/p>\nDifferentiate the perspectives, needs, and objectives of internal and external stakeholders, and ensure that the organization’s strategic objectives align with stakeholder objectives.<\/span><\/p>\nDescribe the long-term and short-term influence of technology on strategic planning, including automation, autonomation, Quality 4.0, cloud computing, artificial intelligence, and cybersecurity.<\/span><\/p>\nDescribe the effects that influence an organization’s internal capabilities, including human resources, facilities capacity, and operational capabilities.<\/span><\/p>\nDescribe the potential influence of legal, regulatory, trade association, and industry best-practice factors on strategic plans.<\/span><\/p>\n<\/details>\n\nStrategic Plan Deployment<\/summary>\nIdentify basic characteristics of tactics and evaluate whether proposed plans are specific, measurable, attainable, relevant, time-specific, and linked to strategic objectives.<\/span><\/p>\nEvaluate current resources to ensure they are available and deployed to support strategic initiatives, eliminate administrative barriers, and ensure stakeholders have needed competencies and resources.<\/span><\/p>\nDevelop measurements that align with strategic goals and use them to evaluate the organization against the strategic plan.<\/span><\/p>\nSupport strategic plan deployment by applying continuous improvement and other quality initiatives to drive performance outcomes throughout the organization.<\/span><\/p>\n<\/details>\n<\/span>III. Management Elements and Methods (26 questions)<\/h3>\nThe questions in this section are designed to assess your management knowledge and abilities in the following areas:<\/p>\n\nManagement Skills and Abilities<\/summary>\nEvaluate and use basic management principles such as planning, leading, delegating, controlling, organizing, and allocating resources.<\/span><\/p>\nDescribe management theories and management styles, as well as the factors that influence management styles.<\/span><\/p>\nDescribe the interdependence of an organization’s functional areas and how those dependencies influence processes and outputs.<\/span><\/p>\nApply human resources elements to support ongoing professional development and the quality system.<\/span><\/p>\nRead, interpret, and use financial tools, manage budgets, and analyze project risk, feasibility, and priority using measures such as ROI, ROA, NPV, IRR, and portfolio analysis.<\/span><\/p>\nUnderstand how international standards support risk management by identifying risks that can occur throughout the organization.<\/span><\/p>\nUse knowledge management techniques to identify core competencies and create a culture and system for collecting and sharing implicit and explicit knowledge.<\/span><\/p>\n<\/details>\n\nCommunication Skills and Abilities<\/summary>\nDefine and apply communication modes used within organizations and identify factors that can inhibit clear communication.<\/span><\/p>\nUse empathy, tact, friendliness, objectivity, active listening, questioning, dialog techniques, and culturally responsive communication in virtual and in-person settings.<\/span><\/p>\nIdentify key communication challenges across different time zones, cultures, languages, terminology, and business practices, and present ways of overcoming them.<\/span><\/p>\nIdentify the effects of technology on communications and deploy appropriate communication methods within virtual teams.<\/span><\/p>\n<\/details>\n\nProject Management<\/summary>\nUse project management methodology, align projects with strategic objectives, plan project phases, and ensure projects are on time and within budget.<\/span><\/p>\nUse tools such as risk assessment matrices, benefit-cost analysis, CPM, Gantt charts, PERT, and work breakdown structures to plan projects and estimate costs.<\/span><\/p>\nUse tools such as cost variance analysis, milestones, and actual vs. planned budgets to monitor project activity against the project plan.<\/span><\/p>\nUse written procedures and project summaries to document projects.<\/span><\/p>\n<\/details>\n\nQuality System<\/summary>\nDevelop and monitor the quality mission and policy and ensure that they align with the organization’s broader mission.<\/span><\/p>\nDevelop and deploy the quality plan and ensure that it is documented and accessible throughout the organization.<\/span><\/p>\nEvaluate the effectiveness of the quality system using internal audits, stakeholder feedback, warranty and return data, traceability reports, surveys, and management reviews.<\/span><\/p>\n<\/details>\n\nQuality Models and Theories<\/summary>\nDescribe and apply the requirements and basic principles of ISO 9000-based standards used to support quality management systems.<\/span><\/p>\nDescribe and differentiate methods such as total quality management, continuous improvement, and benchmarking.<\/span><\/p>\nDescribe and apply basic methodologies and theories proposed by quality leaders such as Shewhart, Deming, Juran, Crosby, Feigenbaum, and Ishikawa.<\/span><\/p>\n<\/details>\n<\/span>IV. Quality Management Tools (31 questions)<\/h3>\nThe questions in this section are designed to assess your quality management tools knowledge and abilities in the following areas:<\/p>\n\nProblem-Solving Tools<\/summary>\nSelect, interpret, and evaluate output from the seven classic quality tools: Pareto charts, cause and effect diagrams, flowcharts, control charts, check sheets, scatter diagrams, and histograms.<\/span><\/p>\nSelect, interpret, and evaluate output from basic management and planning tools, including affinity diagrams, tree diagrams, PDPCs, matrix diagrams, prioritization matrices, interrelationship digraphs, and activity network diagrams.<\/span><\/p>\nSelect, interpret, and evaluate process improvement tools such as root cause analysis, PDCA, Six Sigma DMAIC, Is\/Is Not analysis, SIPOC, 8D, CAPA, A3, and FMEA.<\/span><\/p>\nUse techniques and exercises for creative decision-making and problem-solving, including brainstorming, mind mapping, lateral thinking, critical thinking, the 5 whys, and design for six sigma.<\/span><\/p>\nDefine and distinguish between prevention, appraisal, internal failure, and external failure cost categories, and evaluate how changes in one category affect the others.<\/span><\/p>\n<\/details>\n\nProcess Management<\/summary>\nDescribe how process goals are established, monitored, and measured, and evaluate their impact on product or service quality.<\/span><\/p>\nUse tools to analyze a process and evaluate its effectiveness based on procedures, work instructions, and other documents.<\/span><\/p>\nIdentify and use lean tools such as 5S, JIT, kanban, value stream mapping, quick-changeover, poka-yoke, kaizen, standard work, TPM, and OEE.<\/span><\/p>\nDefine key concepts of the theory of constraints, including local vs. system optimization, physical vs. policy constraints, undesirable effects, core problems, and solution deterioration.<\/span><\/p>\n<\/details>\n\nMeasurement: Assessment and Metrics<\/summary>\nUse statistical techniques to identify when, what, and how to measure projects and processes.<\/span><\/p>\nDefine and describe basic sampling techniques, such as random and stratified sampling, and identify when and why sampling is appropriate.<\/span><\/p>\nCalculate basic statistics, identify basic distribution types, and evaluate run charts, SPC reports, and other control charts to make data-based decisions.<\/span><\/p>\nUnderstand basic measurement terms such as accuracy, precision, bias, and linearity, and distinguish between repeatability and reproducibility in gauge R&R studies.<\/span><\/p>\nInterpret graphs and charts to identify cyclical, seasonal, and environmental data trends, and evaluate control chart patterns to determine shifts and other trend indicators.<\/span><\/p>\nAnalyze data to distinguish between common cause and special cause variation.<\/span><\/p>\nRecognize process capability indices, including Cp and Cpk, and performance indices, including Pp and Ppk.<\/span><\/p>\nDefine and describe basic reliability measures such as infant mortality, end of life, mean time between failures, and mean time to repair, and understand the value of estimating reliability.<\/span><\/p>\n<\/details>\n<\/span>V. Customer-Focused Organizations (22 questions)<\/h3>\nThe questions in this section are designed to assess your customer-focused organization knowledge and abilities in the following areas:<\/p>\n\nCustomer Identification and Segmentation<\/summary>\nDefine internal customers, describe the impact an organization’s treatment of internal customers has on external customers, and evaluate methods for influencing internal customers.<\/span><\/p>\nDefine external customers, describe their impact on products and services, and evaluate strategies for integrating their requirements and needs.<\/span><\/p>\nDescribe and assess the process of customer segmentation and its impact on aligning service and delivery to meet customer needs.<\/span><\/p>\nIdentify subjective information, describe how it differs from objective measures, and determine when data should be captured in categories rather than numeric values.<\/span><\/p>\n<\/details>\n\nCustomer Relationship Management<\/summary>\nUse quality function deployment to capture the voice of the customer and examine customer needs in relation to products and services.<\/span><\/p>\nDevelop systems to capture customer feedback and experiences, calculate the financial impact of customer value, and improve customer satisfaction, loyalty, and retention.<\/span><\/p>\nDemonstrate strategies that support customer service principles, including courtesy, politeness, attention to detail, active listening, empathy, rapid response, and easy access to information and service.<\/span><\/p>\nEstablish and monitor priorities to avoid or resolve conflicting customer requirements and manage capacity and resources for multiple and diverse customer groups.<\/span><\/p>\n<\/details>\n<\/span>VI. Supply Chain Management (19 questions)<\/h3>\nThe questions in this section are designed to assess your supply chain management knowledge and abilities in the following areas:<\/p>\n\nSupplier Selection and Approval<\/summary>\nDefine and outline criteria for selecting, approving, and classifying suppliers, including internal rating programs and external certification standards.<\/span><\/p>\n<\/details>\n\nSupplier Risk Management<\/summary>\nAssess and manage supplier risk and its potential impact on internal processes.<\/span><\/p>\n<\/details>\n\nSupplier Communications<\/summary>\nPrepare and implement supplier communication methods, including scheduled meetings, routine and emergency reporting procedures, and explicit expectations for product and delivery requirements.<\/span><\/p>\n<\/details>\n\nSupplier Performance<\/summary>\nDefine, assess, and monitor supplier performance in terms of quality, cost, delivery, service levels, defect rates, reliability, responsiveness, and technical support.<\/span><\/p>\n<\/details>\n\nSupplier Improvement<\/summary>\nDefine and conduct supplier audits, evaluate corrective and preventive action plans, provide feedback, and monitor process improvements.<\/span><\/p>\n<\/details>\n\nSupplier Certification, Partnerships, and Alliances<\/summary>\nDefine, appraise, and implement supplier certification programs that include process reviews and performance evaluations, and outline strategies for supplier partnerships and alliances.<\/span><\/p>\n<\/details>\n\nSupplier Logistics and Material Acceptance<\/summary>\nDescribe the impact purchased products and services can have on final product assembly or the total service package, including ship-to-stock, JIT, and incoming material inspection.<\/span><\/p>\n<\/details>\n
Depending on your level of education, your work experience will be partially waived.<\/p>\n
<\/span>CMQ\/OE Exam Outline<\/h2>\nThe CMQ\/OE exam contains 180 multiple-choice questions, 15 of which are unscored, and you will be given a time limit of 4 hours and 18 minutes. ASQ uses the unscored questions to validate questions for future versions of the exam.<\/p>\n
The questions on the exam are grouped into six levels of complexity.<\/p>\n
\n\n\n
\nRemember<\/strong>
\nYou must recall terms, methods, patterns, definitions, sequences, facts, materials, etc.<\/span>\n<\/div>\n\n
\nUnderstand<\/strong>
\nYou must comprehend reports, tables, regulations, descriptions, directions, diagrams, etc.<\/span>\n<\/div>\n\n
\nApply<\/strong>
\nYou must know how and when to use theories, procedures, ideas, formulas, principles, etc.<\/span>\n<\/div>\n\n
\nAnalyze<\/strong>
\nYou must separate information into its constituent parts and recognize the relationship between these parts and how they are organized.<\/span>\n<\/div>\n\n
\nEvaluate<\/strong>
\nYou must evaluate proposed ideas and solutions by holding the proposals to set criteria and standards.<\/span>\n<\/div>\n\n
\nCreate<\/strong>
\nYou must reveal a pattern or structure that was not initially clear given a set of parts or elements.<\/span>\n<\/div>\n<\/div>\n<\/div>\nThe exam is split into seven sections, collectively called the “CMQ\/OE Body of Knowledge.”<\/p>\n
\n<\/span>I. Leadership (28 questions)<\/h3>\nThe questions in this section are designed to assess your leadership knowledge and abilities in the following areas:<\/p>\n\nOrganizational Structures<\/summary>\nDefine and describe organizational designs, such as matrix, flat, and parallel structures, and the effect that hierarchical management structure can have on an organization.<\/span><\/p>\n<\/details>\n\nLeadership Challenges<\/summary>\nDescribe typical roles, responsibilities, and competencies of people in leadership positions and how those attributes influence an organization’s direction, purpose, and engagement.<\/span><\/p>\nDescribe typical roles, responsibilities, and competencies of people in management positions and how those attributes contribute to an organization’s success.<\/span><\/p>\nUse change management strategies to overcome organizational roadblocks, assess the impact of global changes, achieve desired change levels, and review outcomes for effectiveness.<\/span><\/p>\nDevelop and implement leadership techniques that motivate employees and sustain enthusiasm, and use negotiation, influence, critical thinking, or Socratic questioning to move work forward.<\/span><\/p>\nApply techniques to empower individuals and teams, identify obstacles to empowerment, and distinguish between job enrichment, job enlargement, job design, and job tasks.<\/span><\/p>\n<\/details>\n\nTeams and Team Processes<\/summary>\nIdentify and describe different types of teams and their purposes, including process improvement, self-managed, temporary, virtual, hybrid, and work groups.<\/span><\/p>\nExplain the effect that the stages of team development have on leadership style.<\/span><\/p>\nApply basic team-building steps to enhance team introductions, membership, vision, objectives, and role assignments.<\/span><\/p>\nDescribe typical team support roles, member responsibilities, and leader responsibilities related to group dynamics, hidden agendas, disruptive behavior, and conflict resolution.<\/span><\/p>\nEvaluate team performance in relation to established metrics, goals, objectives, rewards, and team success.<\/span><\/p>\n<\/details>\n\nBusiness Governance, Ethics, and Compliance<\/summary>\nIdentify and apply behaviors and actions that comply with the ASQ code of ethics.<\/span><\/p>\nUnderstand compliance issues and applicable policies, laws, and regulations, including conflict of interest, confidentiality, bribery, environmental, social, governance, and safety factors.<\/span><\/p>\nApply organizational policies for agreements, intellectual property protection, and reporting observations or deviations that could be perceived as illegal activity.<\/span><\/p>\n<\/details>\n<\/span>II. Strategic Plan Development and Deployment (23 questions)<\/h3>\nThe questions in this section are designed to assess your plan development and deployment knowledge and abilities in the following areas:<\/p>\n\nStrategic Planning Models<\/summary>\nDefine, describe, and use basic elements of strategic planning models, including mission, vision, values, and how they relate to the plan and the organization’s objectives.<\/span><\/p>\n<\/details>\n\nBusiness Environment Analysis<\/summary>\nAnalyze an organization’s strengths, weaknesses, opportunities, threats, and risks using tools such as SWOT and PESTLE analysis.<\/span><\/p>\nDescribe forces that drive strategic plans, including competition, substitutes, buyer and supplier power, economic conditions, global market changes, growth position, and changing customer expectations.<\/span><\/p>\nDifferentiate the perspectives, needs, and objectives of internal and external stakeholders, and ensure that the organization’s strategic objectives align with stakeholder objectives.<\/span><\/p>\nDescribe the long-term and short-term influence of technology on strategic planning, including automation, autonomation, Quality 4.0, cloud computing, artificial intelligence, and cybersecurity.<\/span><\/p>\nDescribe the effects that influence an organization’s internal capabilities, including human resources, facilities capacity, and operational capabilities.<\/span><\/p>\nDescribe the potential influence of legal, regulatory, trade association, and industry best-practice factors on strategic plans.<\/span><\/p>\n<\/details>\n\nStrategic Plan Deployment<\/summary>\nIdentify basic characteristics of tactics and evaluate whether proposed plans are specific, measurable, attainable, relevant, time-specific, and linked to strategic objectives.<\/span><\/p>\nEvaluate current resources to ensure they are available and deployed to support strategic initiatives, eliminate administrative barriers, and ensure stakeholders have needed competencies and resources.<\/span><\/p>\nDevelop measurements that align with strategic goals and use them to evaluate the organization against the strategic plan.<\/span><\/p>\nSupport strategic plan deployment by applying continuous improvement and other quality initiatives to drive performance outcomes throughout the organization.<\/span><\/p>\n<\/details>\n<\/span>III. Management Elements and Methods (26 questions)<\/h3>\nThe questions in this section are designed to assess your management knowledge and abilities in the following areas:<\/p>\n\nManagement Skills and Abilities<\/summary>\nEvaluate and use basic management principles such as planning, leading, delegating, controlling, organizing, and allocating resources.<\/span><\/p>\nDescribe management theories and management styles, as well as the factors that influence management styles.<\/span><\/p>\nDescribe the interdependence of an organization’s functional areas and how those dependencies influence processes and outputs.<\/span><\/p>\nApply human resources elements to support ongoing professional development and the quality system.<\/span><\/p>\nRead, interpret, and use financial tools, manage budgets, and analyze project risk, feasibility, and priority using measures such as ROI, ROA, NPV, IRR, and portfolio analysis.<\/span><\/p>\nUnderstand how international standards support risk management by identifying risks that can occur throughout the organization.<\/span><\/p>\nUse knowledge management techniques to identify core competencies and create a culture and system for collecting and sharing implicit and explicit knowledge.<\/span><\/p>\n<\/details>\n\nCommunication Skills and Abilities<\/summary>\nDefine and apply communication modes used within organizations and identify factors that can inhibit clear communication.<\/span><\/p>\nUse empathy, tact, friendliness, objectivity, active listening, questioning, dialog techniques, and culturally responsive communication in virtual and in-person settings.<\/span><\/p>\nIdentify key communication challenges across different time zones, cultures, languages, terminology, and business practices, and present ways of overcoming them.<\/span><\/p>\nIdentify the effects of technology on communications and deploy appropriate communication methods within virtual teams.<\/span><\/p>\n<\/details>\n\nProject Management<\/summary>\nUse project management methodology, align projects with strategic objectives, plan project phases, and ensure projects are on time and within budget.<\/span><\/p>\nUse tools such as risk assessment matrices, benefit-cost analysis, CPM, Gantt charts, PERT, and work breakdown structures to plan projects and estimate costs.<\/span><\/p>\nUse tools such as cost variance analysis, milestones, and actual vs. planned budgets to monitor project activity against the project plan.<\/span><\/p>\nUse written procedures and project summaries to document projects.<\/span><\/p>\n<\/details>\n\nQuality System<\/summary>\nDevelop and monitor the quality mission and policy and ensure that they align with the organization’s broader mission.<\/span><\/p>\nDevelop and deploy the quality plan and ensure that it is documented and accessible throughout the organization.<\/span><\/p>\nEvaluate the effectiveness of the quality system using internal audits, stakeholder feedback, warranty and return data, traceability reports, surveys, and management reviews.<\/span><\/p>\n<\/details>\n\nQuality Models and Theories<\/summary>\nDescribe and apply the requirements and basic principles of ISO 9000-based standards used to support quality management systems.<\/span><\/p>\nDescribe and differentiate methods such as total quality management, continuous improvement, and benchmarking.<\/span><\/p>\nDescribe and apply basic methodologies and theories proposed by quality leaders such as Shewhart, Deming, Juran, Crosby, Feigenbaum, and Ishikawa.<\/span><\/p>\n<\/details>\n<\/span>IV. Quality Management Tools (31 questions)<\/h3>\nThe questions in this section are designed to assess your quality management tools knowledge and abilities in the following areas:<\/p>\n\nProblem-Solving Tools<\/summary>\nSelect, interpret, and evaluate output from the seven classic quality tools: Pareto charts, cause and effect diagrams, flowcharts, control charts, check sheets, scatter diagrams, and histograms.<\/span><\/p>\nSelect, interpret, and evaluate output from basic management and planning tools, including affinity diagrams, tree diagrams, PDPCs, matrix diagrams, prioritization matrices, interrelationship digraphs, and activity network diagrams.<\/span><\/p>\nSelect, interpret, and evaluate process improvement tools such as root cause analysis, PDCA, Six Sigma DMAIC, Is\/Is Not analysis, SIPOC, 8D, CAPA, A3, and FMEA.<\/span><\/p>\nUse techniques and exercises for creative decision-making and problem-solving, including brainstorming, mind mapping, lateral thinking, critical thinking, the 5 whys, and design for six sigma.<\/span><\/p>\nDefine and distinguish between prevention, appraisal, internal failure, and external failure cost categories, and evaluate how changes in one category affect the others.<\/span><\/p>\n<\/details>\n\nProcess Management<\/summary>\nDescribe how process goals are established, monitored, and measured, and evaluate their impact on product or service quality.<\/span><\/p>\nUse tools to analyze a process and evaluate its effectiveness based on procedures, work instructions, and other documents.<\/span><\/p>\nIdentify and use lean tools such as 5S, JIT, kanban, value stream mapping, quick-changeover, poka-yoke, kaizen, standard work, TPM, and OEE.<\/span><\/p>\nDefine key concepts of the theory of constraints, including local vs. system optimization, physical vs. policy constraints, undesirable effects, core problems, and solution deterioration.<\/span><\/p>\n<\/details>\n\nMeasurement: Assessment and Metrics<\/summary>\nUse statistical techniques to identify when, what, and how to measure projects and processes.<\/span><\/p>\nDefine and describe basic sampling techniques, such as random and stratified sampling, and identify when and why sampling is appropriate.<\/span><\/p>\nCalculate basic statistics, identify basic distribution types, and evaluate run charts, SPC reports, and other control charts to make data-based decisions.<\/span><\/p>\nUnderstand basic measurement terms such as accuracy, precision, bias, and linearity, and distinguish between repeatability and reproducibility in gauge R&R studies.<\/span><\/p>\nInterpret graphs and charts to identify cyclical, seasonal, and environmental data trends, and evaluate control chart patterns to determine shifts and other trend indicators.<\/span><\/p>\nAnalyze data to distinguish between common cause and special cause variation.<\/span><\/p>\nRecognize process capability indices, including Cp and Cpk, and performance indices, including Pp and Ppk.<\/span><\/p>\nDefine and describe basic reliability measures such as infant mortality, end of life, mean time between failures, and mean time to repair, and understand the value of estimating reliability.<\/span><\/p>\n<\/details>\n<\/span>V. Customer-Focused Organizations (22 questions)<\/h3>\nThe questions in this section are designed to assess your customer-focused organization knowledge and abilities in the following areas:<\/p>\n\nCustomer Identification and Segmentation<\/summary>\nDefine internal customers, describe the impact an organization’s treatment of internal customers has on external customers, and evaluate methods for influencing internal customers.<\/span><\/p>\nDefine external customers, describe their impact on products and services, and evaluate strategies for integrating their requirements and needs.<\/span><\/p>\nDescribe and assess the process of customer segmentation and its impact on aligning service and delivery to meet customer needs.<\/span><\/p>\nIdentify subjective information, describe how it differs from objective measures, and determine when data should be captured in categories rather than numeric values.<\/span><\/p>\n<\/details>\n\nCustomer Relationship Management<\/summary>\nUse quality function deployment to capture the voice of the customer and examine customer needs in relation to products and services.<\/span><\/p>\nDevelop systems to capture customer feedback and experiences, calculate the financial impact of customer value, and improve customer satisfaction, loyalty, and retention.<\/span><\/p>\nDemonstrate strategies that support customer service principles, including courtesy, politeness, attention to detail, active listening, empathy, rapid response, and easy access to information and service.<\/span><\/p>\nEstablish and monitor priorities to avoid or resolve conflicting customer requirements and manage capacity and resources for multiple and diverse customer groups.<\/span><\/p>\n<\/details>\n<\/span>VI. Supply Chain Management (19 questions)<\/h3>\nThe questions in this section are designed to assess your supply chain management knowledge and abilities in the following areas:<\/p>\n\nSupplier Selection and Approval<\/summary>\nDefine and outline criteria for selecting, approving, and classifying suppliers, including internal rating programs and external certification standards.<\/span><\/p>\n<\/details>\n\nSupplier Risk Management<\/summary>\nAssess and manage supplier risk and its potential impact on internal processes.<\/span><\/p>\n<\/details>\n\nSupplier Communications<\/summary>\nPrepare and implement supplier communication methods, including scheduled meetings, routine and emergency reporting procedures, and explicit expectations for product and delivery requirements.<\/span><\/p>\n<\/details>\n\nSupplier Performance<\/summary>\nDefine, assess, and monitor supplier performance in terms of quality, cost, delivery, service levels, defect rates, reliability, responsiveness, and technical support.<\/span><\/p>\n<\/details>\n\nSupplier Improvement<\/summary>\nDefine and conduct supplier audits, evaluate corrective and preventive action plans, provide feedback, and monitor process improvements.<\/span><\/p>\n<\/details>\n\nSupplier Certification, Partnerships, and Alliances<\/summary>\nDefine, appraise, and implement supplier certification programs that include process reviews and performance evaluations, and outline strategies for supplier partnerships and alliances.<\/span><\/p>\n<\/details>\n\nSupplier Logistics and Material Acceptance<\/summary>\nDescribe the impact purchased products and services can have on final product assembly or the total service package, including ship-to-stock, JIT, and incoming material inspection.<\/span><\/p>\n<\/details>\n
\nRemember<\/strong>
\nYou must recall terms, methods, patterns, definitions, sequences, facts, materials, etc.<\/span>\n<\/div>\n
\nUnderstand<\/strong>
\nYou must comprehend reports, tables, regulations, descriptions, directions, diagrams, etc.<\/span>\n<\/div>\n
\nApply<\/strong>
\nYou must know how and when to use theories, procedures, ideas, formulas, principles, etc.<\/span>\n<\/div>\n
\nAnalyze<\/strong>
\nYou must separate information into its constituent parts and recognize the relationship between these parts and how they are organized.<\/span>\n<\/div>\n
\nEvaluate<\/strong>
\nYou must evaluate proposed ideas and solutions by holding the proposals to set criteria and standards.<\/span>\n<\/div>\n
\nCreate<\/strong>
\nYou must reveal a pattern or structure that was not initially clear given a set of parts or elements.<\/span>\n<\/div>\n<\/div>\n<\/div>\n
The exam is split into seven sections, collectively called the “CMQ\/OE Body of Knowledge.”<\/p>\n
<\/span>I. Leadership (28 questions)<\/h3>\nThe questions in this section are designed to assess your leadership knowledge and abilities in the following areas:<\/p>\n\nOrganizational Structures<\/summary>\nDefine and describe organizational designs, such as matrix, flat, and parallel structures, and the effect that hierarchical management structure can have on an organization.<\/span><\/p>\n<\/details>\n\nLeadership Challenges<\/summary>\nDescribe typical roles, responsibilities, and competencies of people in leadership positions and how those attributes influence an organization’s direction, purpose, and engagement.<\/span><\/p>\nDescribe typical roles, responsibilities, and competencies of people in management positions and how those attributes contribute to an organization’s success.<\/span><\/p>\nUse change management strategies to overcome organizational roadblocks, assess the impact of global changes, achieve desired change levels, and review outcomes for effectiveness.<\/span><\/p>\nDevelop and implement leadership techniques that motivate employees and sustain enthusiasm, and use negotiation, influence, critical thinking, or Socratic questioning to move work forward.<\/span><\/p>\nApply techniques to empower individuals and teams, identify obstacles to empowerment, and distinguish between job enrichment, job enlargement, job design, and job tasks.<\/span><\/p>\n<\/details>\n\nTeams and Team Processes<\/summary>\nIdentify and describe different types of teams and their purposes, including process improvement, self-managed, temporary, virtual, hybrid, and work groups.<\/span><\/p>\nExplain the effect that the stages of team development have on leadership style.<\/span><\/p>\nApply basic team-building steps to enhance team introductions, membership, vision, objectives, and role assignments.<\/span><\/p>\nDescribe typical team support roles, member responsibilities, and leader responsibilities related to group dynamics, hidden agendas, disruptive behavior, and conflict resolution.<\/span><\/p>\nEvaluate team performance in relation to established metrics, goals, objectives, rewards, and team success.<\/span><\/p>\n<\/details>\n\nBusiness Governance, Ethics, and Compliance<\/summary>\nIdentify and apply behaviors and actions that comply with the ASQ code of ethics.<\/span><\/p>\nUnderstand compliance issues and applicable policies, laws, and regulations, including conflict of interest, confidentiality, bribery, environmental, social, governance, and safety factors.<\/span><\/p>\nApply organizational policies for agreements, intellectual property protection, and reporting observations or deviations that could be perceived as illegal activity.<\/span><\/p>\n<\/details>\n<\/span>II. Strategic Plan Development and Deployment (23 questions)<\/h3>\nThe questions in this section are designed to assess your plan development and deployment knowledge and abilities in the following areas:<\/p>\n\nStrategic Planning Models<\/summary>\nDefine, describe, and use basic elements of strategic planning models, including mission, vision, values, and how they relate to the plan and the organization’s objectives.<\/span><\/p>\n<\/details>\n\nBusiness Environment Analysis<\/summary>\nAnalyze an organization’s strengths, weaknesses, opportunities, threats, and risks using tools such as SWOT and PESTLE analysis.<\/span><\/p>\nDescribe forces that drive strategic plans, including competition, substitutes, buyer and supplier power, economic conditions, global market changes, growth position, and changing customer expectations.<\/span><\/p>\nDifferentiate the perspectives, needs, and objectives of internal and external stakeholders, and ensure that the organization’s strategic objectives align with stakeholder objectives.<\/span><\/p>\nDescribe the long-term and short-term influence of technology on strategic planning, including automation, autonomation, Quality 4.0, cloud computing, artificial intelligence, and cybersecurity.<\/span><\/p>\nDescribe the effects that influence an organization’s internal capabilities, including human resources, facilities capacity, and operational capabilities.<\/span><\/p>\nDescribe the potential influence of legal, regulatory, trade association, and industry best-practice factors on strategic plans.<\/span><\/p>\n<\/details>\n\nStrategic Plan Deployment<\/summary>\nIdentify basic characteristics of tactics and evaluate whether proposed plans are specific, measurable, attainable, relevant, time-specific, and linked to strategic objectives.<\/span><\/p>\nEvaluate current resources to ensure they are available and deployed to support strategic initiatives, eliminate administrative barriers, and ensure stakeholders have needed competencies and resources.<\/span><\/p>\nDevelop measurements that align with strategic goals and use them to evaluate the organization against the strategic plan.<\/span><\/p>\nSupport strategic plan deployment by applying continuous improvement and other quality initiatives to drive performance outcomes throughout the organization.<\/span><\/p>\n<\/details>\n<\/span>III. Management Elements and Methods (26 questions)<\/h3>\nThe questions in this section are designed to assess your management knowledge and abilities in the following areas:<\/p>\n\nManagement Skills and Abilities<\/summary>\nEvaluate and use basic management principles such as planning, leading, delegating, controlling, organizing, and allocating resources.<\/span><\/p>\nDescribe management theories and management styles, as well as the factors that influence management styles.<\/span><\/p>\nDescribe the interdependence of an organization’s functional areas and how those dependencies influence processes and outputs.<\/span><\/p>\nApply human resources elements to support ongoing professional development and the quality system.<\/span><\/p>\nRead, interpret, and use financial tools, manage budgets, and analyze project risk, feasibility, and priority using measures such as ROI, ROA, NPV, IRR, and portfolio analysis.<\/span><\/p>\nUnderstand how international standards support risk management by identifying risks that can occur throughout the organization.<\/span><\/p>\nUse knowledge management techniques to identify core competencies and create a culture and system for collecting and sharing implicit and explicit knowledge.<\/span><\/p>\n<\/details>\n\nCommunication Skills and Abilities<\/summary>\nDefine and apply communication modes used within organizations and identify factors that can inhibit clear communication.<\/span><\/p>\nUse empathy, tact, friendliness, objectivity, active listening, questioning, dialog techniques, and culturally responsive communication in virtual and in-person settings.<\/span><\/p>\nIdentify key communication challenges across different time zones, cultures, languages, terminology, and business practices, and present ways of overcoming them.<\/span><\/p>\nIdentify the effects of technology on communications and deploy appropriate communication methods within virtual teams.<\/span><\/p>\n<\/details>\n\nProject Management<\/summary>\nUse project management methodology, align projects with strategic objectives, plan project phases, and ensure projects are on time and within budget.<\/span><\/p>\nUse tools such as risk assessment matrices, benefit-cost analysis, CPM, Gantt charts, PERT, and work breakdown structures to plan projects and estimate costs.<\/span><\/p>\nUse tools such as cost variance analysis, milestones, and actual vs. planned budgets to monitor project activity against the project plan.<\/span><\/p>\nUse written procedures and project summaries to document projects.<\/span><\/p>\n<\/details>\n\nQuality System<\/summary>\nDevelop and monitor the quality mission and policy and ensure that they align with the organization’s broader mission.<\/span><\/p>\nDevelop and deploy the quality plan and ensure that it is documented and accessible throughout the organization.<\/span><\/p>\nEvaluate the effectiveness of the quality system using internal audits, stakeholder feedback, warranty and return data, traceability reports, surveys, and management reviews.<\/span><\/p>\n<\/details>\n\nQuality Models and Theories<\/summary>\nDescribe and apply the requirements and basic principles of ISO 9000-based standards used to support quality management systems.<\/span><\/p>\nDescribe and differentiate methods such as total quality management, continuous improvement, and benchmarking.<\/span><\/p>\nDescribe and apply basic methodologies and theories proposed by quality leaders such as Shewhart, Deming, Juran, Crosby, Feigenbaum, and Ishikawa.<\/span><\/p>\n<\/details>\n<\/span>IV. Quality Management Tools (31 questions)<\/h3>\nThe questions in this section are designed to assess your quality management tools knowledge and abilities in the following areas:<\/p>\n\nProblem-Solving Tools<\/summary>\nSelect, interpret, and evaluate output from the seven classic quality tools: Pareto charts, cause and effect diagrams, flowcharts, control charts, check sheets, scatter diagrams, and histograms.<\/span><\/p>\nSelect, interpret, and evaluate output from basic management and planning tools, including affinity diagrams, tree diagrams, PDPCs, matrix diagrams, prioritization matrices, interrelationship digraphs, and activity network diagrams.<\/span><\/p>\nSelect, interpret, and evaluate process improvement tools such as root cause analysis, PDCA, Six Sigma DMAIC, Is\/Is Not analysis, SIPOC, 8D, CAPA, A3, and FMEA.<\/span><\/p>\nUse techniques and exercises for creative decision-making and problem-solving, including brainstorming, mind mapping, lateral thinking, critical thinking, the 5 whys, and design for six sigma.<\/span><\/p>\nDefine and distinguish between prevention, appraisal, internal failure, and external failure cost categories, and evaluate how changes in one category affect the others.<\/span><\/p>\n<\/details>\n\nProcess Management<\/summary>\nDescribe how process goals are established, monitored, and measured, and evaluate their impact on product or service quality.<\/span><\/p>\nUse tools to analyze a process and evaluate its effectiveness based on procedures, work instructions, and other documents.<\/span><\/p>\nIdentify and use lean tools such as 5S, JIT, kanban, value stream mapping, quick-changeover, poka-yoke, kaizen, standard work, TPM, and OEE.<\/span><\/p>\nDefine key concepts of the theory of constraints, including local vs. system optimization, physical vs. policy constraints, undesirable effects, core problems, and solution deterioration.<\/span><\/p>\n<\/details>\n\nMeasurement: Assessment and Metrics<\/summary>\nUse statistical techniques to identify when, what, and how to measure projects and processes.<\/span><\/p>\nDefine and describe basic sampling techniques, such as random and stratified sampling, and identify when and why sampling is appropriate.<\/span><\/p>\nCalculate basic statistics, identify basic distribution types, and evaluate run charts, SPC reports, and other control charts to make data-based decisions.<\/span><\/p>\nUnderstand basic measurement terms such as accuracy, precision, bias, and linearity, and distinguish between repeatability and reproducibility in gauge R&R studies.<\/span><\/p>\nInterpret graphs and charts to identify cyclical, seasonal, and environmental data trends, and evaluate control chart patterns to determine shifts and other trend indicators.<\/span><\/p>\nAnalyze data to distinguish between common cause and special cause variation.<\/span><\/p>\nRecognize process capability indices, including Cp and Cpk, and performance indices, including Pp and Ppk.<\/span><\/p>\nDefine and describe basic reliability measures such as infant mortality, end of life, mean time between failures, and mean time to repair, and understand the value of estimating reliability.<\/span><\/p>\n<\/details>\n<\/span>V. Customer-Focused Organizations (22 questions)<\/h3>\nThe questions in this section are designed to assess your customer-focused organization knowledge and abilities in the following areas:<\/p>\n\nCustomer Identification and Segmentation<\/summary>\nDefine internal customers, describe the impact an organization’s treatment of internal customers has on external customers, and evaluate methods for influencing internal customers.<\/span><\/p>\nDefine external customers, describe their impact on products and services, and evaluate strategies for integrating their requirements and needs.<\/span><\/p>\nDescribe and assess the process of customer segmentation and its impact on aligning service and delivery to meet customer needs.<\/span><\/p>\nIdentify subjective information, describe how it differs from objective measures, and determine when data should be captured in categories rather than numeric values.<\/span><\/p>\n<\/details>\n\nCustomer Relationship Management<\/summary>\nUse quality function deployment to capture the voice of the customer and examine customer needs in relation to products and services.<\/span><\/p>\nDevelop systems to capture customer feedback and experiences, calculate the financial impact of customer value, and improve customer satisfaction, loyalty, and retention.<\/span><\/p>\nDemonstrate strategies that support customer service principles, including courtesy, politeness, attention to detail, active listening, empathy, rapid response, and easy access to information and service.<\/span><\/p>\nEstablish and monitor priorities to avoid or resolve conflicting customer requirements and manage capacity and resources for multiple and diverse customer groups.<\/span><\/p>\n<\/details>\n<\/span>VI. Supply Chain Management (19 questions)<\/h3>\nThe questions in this section are designed to assess your supply chain management knowledge and abilities in the following areas:<\/p>\n\nSupplier Selection and Approval<\/summary>\nDefine and outline criteria for selecting, approving, and classifying suppliers, including internal rating programs and external certification standards.<\/span><\/p>\n<\/details>\n\nSupplier Risk Management<\/summary>\nAssess and manage supplier risk and its potential impact on internal processes.<\/span><\/p>\n<\/details>\n\nSupplier Communications<\/summary>\nPrepare and implement supplier communication methods, including scheduled meetings, routine and emergency reporting procedures, and explicit expectations for product and delivery requirements.<\/span><\/p>\n<\/details>\n\nSupplier Performance<\/summary>\nDefine, assess, and monitor supplier performance in terms of quality, cost, delivery, service levels, defect rates, reliability, responsiveness, and technical support.<\/span><\/p>\n<\/details>\n\nSupplier Improvement<\/summary>\nDefine and conduct supplier audits, evaluate corrective and preventive action plans, provide feedback, and monitor process improvements.<\/span><\/p>\n<\/details>\n\nSupplier Certification, Partnerships, and Alliances<\/summary>\nDefine, appraise, and implement supplier certification programs that include process reviews and performance evaluations, and outline strategies for supplier partnerships and alliances.<\/span><\/p>\n<\/details>\n\nSupplier Logistics and Material Acceptance<\/summary>\nDescribe the impact purchased products and services can have on final product assembly or the total service package, including ship-to-stock, JIT, and incoming material inspection.<\/span><\/p>\n<\/details>\n
Organizational Structures<\/summary>\nDefine and describe organizational designs, such as matrix, flat, and parallel structures, and the effect that hierarchical management structure can have on an organization.<\/span><\/p>\n<\/details>\n\nLeadership Challenges<\/summary>\nDescribe typical roles, responsibilities, and competencies of people in leadership positions and how those attributes influence an organization’s direction, purpose, and engagement.<\/span><\/p>\nDescribe typical roles, responsibilities, and competencies of people in management positions and how those attributes contribute to an organization’s success.<\/span><\/p>\nUse change management strategies to overcome organizational roadblocks, assess the impact of global changes, achieve desired change levels, and review outcomes for effectiveness.<\/span><\/p>\nDevelop and implement leadership techniques that motivate employees and sustain enthusiasm, and use negotiation, influence, critical thinking, or Socratic questioning to move work forward.<\/span><\/p>\nApply techniques to empower individuals and teams, identify obstacles to empowerment, and distinguish between job enrichment, job enlargement, job design, and job tasks.<\/span><\/p>\n<\/details>\n\nTeams and Team Processes<\/summary>\nIdentify and describe different types of teams and their purposes, including process improvement, self-managed, temporary, virtual, hybrid, and work groups.<\/span><\/p>\nExplain the effect that the stages of team development have on leadership style.<\/span><\/p>\nApply basic team-building steps to enhance team introductions, membership, vision, objectives, and role assignments.<\/span><\/p>\nDescribe typical team support roles, member responsibilities, and leader responsibilities related to group dynamics, hidden agendas, disruptive behavior, and conflict resolution.<\/span><\/p>\nEvaluate team performance in relation to established metrics, goals, objectives, rewards, and team success.<\/span><\/p>\n<\/details>\n\nBusiness Governance, Ethics, and Compliance<\/summary>\nIdentify and apply behaviors and actions that comply with the ASQ code of ethics.<\/span><\/p>\nUnderstand compliance issues and applicable policies, laws, and regulations, including conflict of interest, confidentiality, bribery, environmental, social, governance, and safety factors.<\/span><\/p>\nApply organizational policies for agreements, intellectual property protection, and reporting observations or deviations that could be perceived as illegal activity.<\/span><\/p>\n<\/details>\n<\/span>II. Strategic Plan Development and Deployment (23 questions)<\/h3>\nThe questions in this section are designed to assess your plan development and deployment knowledge and abilities in the following areas:<\/p>\n\nStrategic Planning Models<\/summary>\nDefine, describe, and use basic elements of strategic planning models, including mission, vision, values, and how they relate to the plan and the organization’s objectives.<\/span><\/p>\n<\/details>\n\nBusiness Environment Analysis<\/summary>\nAnalyze an organization’s strengths, weaknesses, opportunities, threats, and risks using tools such as SWOT and PESTLE analysis.<\/span><\/p>\nDescribe forces that drive strategic plans, including competition, substitutes, buyer and supplier power, economic conditions, global market changes, growth position, and changing customer expectations.<\/span><\/p>\nDifferentiate the perspectives, needs, and objectives of internal and external stakeholders, and ensure that the organization’s strategic objectives align with stakeholder objectives.<\/span><\/p>\nDescribe the long-term and short-term influence of technology on strategic planning, including automation, autonomation, Quality 4.0, cloud computing, artificial intelligence, and cybersecurity.<\/span><\/p>\nDescribe the effects that influence an organization’s internal capabilities, including human resources, facilities capacity, and operational capabilities.<\/span><\/p>\nDescribe the potential influence of legal, regulatory, trade association, and industry best-practice factors on strategic plans.<\/span><\/p>\n<\/details>\n\nStrategic Plan Deployment<\/summary>\nIdentify basic characteristics of tactics and evaluate whether proposed plans are specific, measurable, attainable, relevant, time-specific, and linked to strategic objectives.<\/span><\/p>\nEvaluate current resources to ensure they are available and deployed to support strategic initiatives, eliminate administrative barriers, and ensure stakeholders have needed competencies and resources.<\/span><\/p>\nDevelop measurements that align with strategic goals and use them to evaluate the organization against the strategic plan.<\/span><\/p>\nSupport strategic plan deployment by applying continuous improvement and other quality initiatives to drive performance outcomes throughout the organization.<\/span><\/p>\n<\/details>\n<\/span>III. Management Elements and Methods (26 questions)<\/h3>\nThe questions in this section are designed to assess your management knowledge and abilities in the following areas:<\/p>\n\nManagement Skills and Abilities<\/summary>\nEvaluate and use basic management principles such as planning, leading, delegating, controlling, organizing, and allocating resources.<\/span><\/p>\nDescribe management theories and management styles, as well as the factors that influence management styles.<\/span><\/p>\nDescribe the interdependence of an organization’s functional areas and how those dependencies influence processes and outputs.<\/span><\/p>\nApply human resources elements to support ongoing professional development and the quality system.<\/span><\/p>\nRead, interpret, and use financial tools, manage budgets, and analyze project risk, feasibility, and priority using measures such as ROI, ROA, NPV, IRR, and portfolio analysis.<\/span><\/p>\nUnderstand how international standards support risk management by identifying risks that can occur throughout the organization.<\/span><\/p>\nUse knowledge management techniques to identify core competencies and create a culture and system for collecting and sharing implicit and explicit knowledge.<\/span><\/p>\n<\/details>\n\nCommunication Skills and Abilities<\/summary>\nDefine and apply communication modes used within organizations and identify factors that can inhibit clear communication.<\/span><\/p>\nUse empathy, tact, friendliness, objectivity, active listening, questioning, dialog techniques, and culturally responsive communication in virtual and in-person settings.<\/span><\/p>\nIdentify key communication challenges across different time zones, cultures, languages, terminology, and business practices, and present ways of overcoming them.<\/span><\/p>\nIdentify the effects of technology on communications and deploy appropriate communication methods within virtual teams.<\/span><\/p>\n<\/details>\n\nProject Management<\/summary>\nUse project management methodology, align projects with strategic objectives, plan project phases, and ensure projects are on time and within budget.<\/span><\/p>\nUse tools such as risk assessment matrices, benefit-cost analysis, CPM, Gantt charts, PERT, and work breakdown structures to plan projects and estimate costs.<\/span><\/p>\nUse tools such as cost variance analysis, milestones, and actual vs. planned budgets to monitor project activity against the project plan.<\/span><\/p>\nUse written procedures and project summaries to document projects.<\/span><\/p>\n<\/details>\n\nQuality System<\/summary>\nDevelop and monitor the quality mission and policy and ensure that they align with the organization’s broader mission.<\/span><\/p>\nDevelop and deploy the quality plan and ensure that it is documented and accessible throughout the organization.<\/span><\/p>\nEvaluate the effectiveness of the quality system using internal audits, stakeholder feedback, warranty and return data, traceability reports, surveys, and management reviews.<\/span><\/p>\n<\/details>\n\nQuality Models and Theories<\/summary>\nDescribe and apply the requirements and basic principles of ISO 9000-based standards used to support quality management systems.<\/span><\/p>\nDescribe and differentiate methods such as total quality management, continuous improvement, and benchmarking.<\/span><\/p>\nDescribe and apply basic methodologies and theories proposed by quality leaders such as Shewhart, Deming, Juran, Crosby, Feigenbaum, and Ishikawa.<\/span><\/p>\n<\/details>\n<\/span>IV. Quality Management Tools (31 questions)<\/h3>\nThe questions in this section are designed to assess your quality management tools knowledge and abilities in the following areas:<\/p>\n\nProblem-Solving Tools<\/summary>\nSelect, interpret, and evaluate output from the seven classic quality tools: Pareto charts, cause and effect diagrams, flowcharts, control charts, check sheets, scatter diagrams, and histograms.<\/span><\/p>\nSelect, interpret, and evaluate output from basic management and planning tools, including affinity diagrams, tree diagrams, PDPCs, matrix diagrams, prioritization matrices, interrelationship digraphs, and activity network diagrams.<\/span><\/p>\nSelect, interpret, and evaluate process improvement tools such as root cause analysis, PDCA, Six Sigma DMAIC, Is\/Is Not analysis, SIPOC, 8D, CAPA, A3, and FMEA.<\/span><\/p>\nUse techniques and exercises for creative decision-making and problem-solving, including brainstorming, mind mapping, lateral thinking, critical thinking, the 5 whys, and design for six sigma.<\/span><\/p>\nDefine and distinguish between prevention, appraisal, internal failure, and external failure cost categories, and evaluate how changes in one category affect the others.<\/span><\/p>\n<\/details>\n\nProcess Management<\/summary>\nDescribe how process goals are established, monitored, and measured, and evaluate their impact on product or service quality.<\/span><\/p>\nUse tools to analyze a process and evaluate its effectiveness based on procedures, work instructions, and other documents.<\/span><\/p>\nIdentify and use lean tools such as 5S, JIT, kanban, value stream mapping, quick-changeover, poka-yoke, kaizen, standard work, TPM, and OEE.<\/span><\/p>\nDefine key concepts of the theory of constraints, including local vs. system optimization, physical vs. policy constraints, undesirable effects, core problems, and solution deterioration.<\/span><\/p>\n<\/details>\n\nMeasurement: Assessment and Metrics<\/summary>\nUse statistical techniques to identify when, what, and how to measure projects and processes.<\/span><\/p>\nDefine and describe basic sampling techniques, such as random and stratified sampling, and identify when and why sampling is appropriate.<\/span><\/p>\nCalculate basic statistics, identify basic distribution types, and evaluate run charts, SPC reports, and other control charts to make data-based decisions.<\/span><\/p>\nUnderstand basic measurement terms such as accuracy, precision, bias, and linearity, and distinguish between repeatability and reproducibility in gauge R&R studies.<\/span><\/p>\nInterpret graphs and charts to identify cyclical, seasonal, and environmental data trends, and evaluate control chart patterns to determine shifts and other trend indicators.<\/span><\/p>\nAnalyze data to distinguish between common cause and special cause variation.<\/span><\/p>\nRecognize process capability indices, including Cp and Cpk, and performance indices, including Pp and Ppk.<\/span><\/p>\nDefine and describe basic reliability measures such as infant mortality, end of life, mean time between failures, and mean time to repair, and understand the value of estimating reliability.<\/span><\/p>\n<\/details>\n<\/span>V. Customer-Focused Organizations (22 questions)<\/h3>\nThe questions in this section are designed to assess your customer-focused organization knowledge and abilities in the following areas:<\/p>\n\nCustomer Identification and Segmentation<\/summary>\nDefine internal customers, describe the impact an organization’s treatment of internal customers has on external customers, and evaluate methods for influencing internal customers.<\/span><\/p>\nDefine external customers, describe their impact on products and services, and evaluate strategies for integrating their requirements and needs.<\/span><\/p>\nDescribe and assess the process of customer segmentation and its impact on aligning service and delivery to meet customer needs.<\/span><\/p>\nIdentify subjective information, describe how it differs from objective measures, and determine when data should be captured in categories rather than numeric values.<\/span><\/p>\n<\/details>\n\nCustomer Relationship Management<\/summary>\nUse quality function deployment to capture the voice of the customer and examine customer needs in relation to products and services.<\/span><\/p>\nDevelop systems to capture customer feedback and experiences, calculate the financial impact of customer value, and improve customer satisfaction, loyalty, and retention.<\/span><\/p>\nDemonstrate strategies that support customer service principles, including courtesy, politeness, attention to detail, active listening, empathy, rapid response, and easy access to information and service.<\/span><\/p>\nEstablish and monitor priorities to avoid or resolve conflicting customer requirements and manage capacity and resources for multiple and diverse customer groups.<\/span><\/p>\n<\/details>\n<\/span>VI. Supply Chain Management (19 questions)<\/h3>\nThe questions in this section are designed to assess your supply chain management knowledge and abilities in the following areas:<\/p>\n\nSupplier Selection and Approval<\/summary>\nDefine and outline criteria for selecting, approving, and classifying suppliers, including internal rating programs and external certification standards.<\/span><\/p>\n<\/details>\n\nSupplier Risk Management<\/summary>\nAssess and manage supplier risk and its potential impact on internal processes.<\/span><\/p>\n<\/details>\n\nSupplier Communications<\/summary>\nPrepare and implement supplier communication methods, including scheduled meetings, routine and emergency reporting procedures, and explicit expectations for product and delivery requirements.<\/span><\/p>\n<\/details>\n\nSupplier Performance<\/summary>\nDefine, assess, and monitor supplier performance in terms of quality, cost, delivery, service levels, defect rates, reliability, responsiveness, and technical support.<\/span><\/p>\n<\/details>\n\nSupplier Improvement<\/summary>\nDefine and conduct supplier audits, evaluate corrective and preventive action plans, provide feedback, and monitor process improvements.<\/span><\/p>\n<\/details>\n\nSupplier Certification, Partnerships, and Alliances<\/summary>\nDefine, appraise, and implement supplier certification programs that include process reviews and performance evaluations, and outline strategies for supplier partnerships and alliances.<\/span><\/p>\n<\/details>\n\nSupplier Logistics and Material Acceptance<\/summary>\nDescribe the impact purchased products and services can have on final product assembly or the total service package, including ship-to-stock, JIT, and incoming material inspection.<\/span><\/p>\n<\/details>\n
Define and describe organizational designs, such as matrix, flat, and parallel structures, and the effect that hierarchical management structure can have on an organization.<\/span><\/p>\n<\/details>\nLeadership Challenges<\/summary>\nDescribe typical roles, responsibilities, and competencies of people in leadership positions and how those attributes influence an organization’s direction, purpose, and engagement.<\/span><\/p>\nDescribe typical roles, responsibilities, and competencies of people in management positions and how those attributes contribute to an organization’s success.<\/span><\/p>\nUse change management strategies to overcome organizational roadblocks, assess the impact of global changes, achieve desired change levels, and review outcomes for effectiveness.<\/span><\/p>\nDevelop and implement leadership techniques that motivate employees and sustain enthusiasm, and use negotiation, influence, critical thinking, or Socratic questioning to move work forward.<\/span><\/p>\nApply techniques to empower individuals and teams, identify obstacles to empowerment, and distinguish between job enrichment, job enlargement, job design, and job tasks.<\/span><\/p>\n<\/details>\n\nTeams and Team Processes<\/summary>\nIdentify and describe different types of teams and their purposes, including process improvement, self-managed, temporary, virtual, hybrid, and work groups.<\/span><\/p>\nExplain the effect that the stages of team development have on leadership style.<\/span><\/p>\nApply basic team-building steps to enhance team introductions, membership, vision, objectives, and role assignments.<\/span><\/p>\nDescribe typical team support roles, member responsibilities, and leader responsibilities related to group dynamics, hidden agendas, disruptive behavior, and conflict resolution.<\/span><\/p>\nEvaluate team performance in relation to established metrics, goals, objectives, rewards, and team success.<\/span><\/p>\n<\/details>\n\nBusiness Governance, Ethics, and Compliance<\/summary>\nIdentify and apply behaviors and actions that comply with the ASQ code of ethics.<\/span><\/p>\nUnderstand compliance issues and applicable policies, laws, and regulations, including conflict of interest, confidentiality, bribery, environmental, social, governance, and safety factors.<\/span><\/p>\nApply organizational policies for agreements, intellectual property protection, and reporting observations or deviations that could be perceived as illegal activity.<\/span><\/p>\n<\/details>\n<\/span>II. Strategic Plan Development and Deployment (23 questions)<\/h3>\nThe questions in this section are designed to assess your plan development and deployment knowledge and abilities in the following areas:<\/p>\n\nStrategic Planning Models<\/summary>\nDefine, describe, and use basic elements of strategic planning models, including mission, vision, values, and how they relate to the plan and the organization’s objectives.<\/span><\/p>\n<\/details>\n\nBusiness Environment Analysis<\/summary>\nAnalyze an organization’s strengths, weaknesses, opportunities, threats, and risks using tools such as SWOT and PESTLE analysis.<\/span><\/p>\nDescribe forces that drive strategic plans, including competition, substitutes, buyer and supplier power, economic conditions, global market changes, growth position, and changing customer expectations.<\/span><\/p>\nDifferentiate the perspectives, needs, and objectives of internal and external stakeholders, and ensure that the organization’s strategic objectives align with stakeholder objectives.<\/span><\/p>\nDescribe the long-term and short-term influence of technology on strategic planning, including automation, autonomation, Quality 4.0, cloud computing, artificial intelligence, and cybersecurity.<\/span><\/p>\nDescribe the effects that influence an organization’s internal capabilities, including human resources, facilities capacity, and operational capabilities.<\/span><\/p>\nDescribe the potential influence of legal, regulatory, trade association, and industry best-practice factors on strategic plans.<\/span><\/p>\n<\/details>\n\nStrategic Plan Deployment<\/summary>\nIdentify basic characteristics of tactics and evaluate whether proposed plans are specific, measurable, attainable, relevant, time-specific, and linked to strategic objectives.<\/span><\/p>\nEvaluate current resources to ensure they are available and deployed to support strategic initiatives, eliminate administrative barriers, and ensure stakeholders have needed competencies and resources.<\/span><\/p>\nDevelop measurements that align with strategic goals and use them to evaluate the organization against the strategic plan.<\/span><\/p>\nSupport strategic plan deployment by applying continuous improvement and other quality initiatives to drive performance outcomes throughout the organization.<\/span><\/p>\n<\/details>\n<\/span>III. Management Elements and Methods (26 questions)<\/h3>\nThe questions in this section are designed to assess your management knowledge and abilities in the following areas:<\/p>\n\nManagement Skills and Abilities<\/summary>\nEvaluate and use basic management principles such as planning, leading, delegating, controlling, organizing, and allocating resources.<\/span><\/p>\nDescribe management theories and management styles, as well as the factors that influence management styles.<\/span><\/p>\nDescribe the interdependence of an organization’s functional areas and how those dependencies influence processes and outputs.<\/span><\/p>\nApply human resources elements to support ongoing professional development and the quality system.<\/span><\/p>\nRead, interpret, and use financial tools, manage budgets, and analyze project risk, feasibility, and priority using measures such as ROI, ROA, NPV, IRR, and portfolio analysis.<\/span><\/p>\nUnderstand how international standards support risk management by identifying risks that can occur throughout the organization.<\/span><\/p>\nUse knowledge management techniques to identify core competencies and create a culture and system for collecting and sharing implicit and explicit knowledge.<\/span><\/p>\n<\/details>\n\nCommunication Skills and Abilities<\/summary>\nDefine and apply communication modes used within organizations and identify factors that can inhibit clear communication.<\/span><\/p>\nUse empathy, tact, friendliness, objectivity, active listening, questioning, dialog techniques, and culturally responsive communication in virtual and in-person settings.<\/span><\/p>\nIdentify key communication challenges across different time zones, cultures, languages, terminology, and business practices, and present ways of overcoming them.<\/span><\/p>\nIdentify the effects of technology on communications and deploy appropriate communication methods within virtual teams.<\/span><\/p>\n<\/details>\n\nProject Management<\/summary>\nUse project management methodology, align projects with strategic objectives, plan project phases, and ensure projects are on time and within budget.<\/span><\/p>\nUse tools such as risk assessment matrices, benefit-cost analysis, CPM, Gantt charts, PERT, and work breakdown structures to plan projects and estimate costs.<\/span><\/p>\nUse tools such as cost variance analysis, milestones, and actual vs. planned budgets to monitor project activity against the project plan.<\/span><\/p>\nUse written procedures and project summaries to document projects.<\/span><\/p>\n<\/details>\n\nQuality System<\/summary>\nDevelop and monitor the quality mission and policy and ensure that they align with the organization’s broader mission.<\/span><\/p>\nDevelop and deploy the quality plan and ensure that it is documented and accessible throughout the organization.<\/span><\/p>\nEvaluate the effectiveness of the quality system using internal audits, stakeholder feedback, warranty and return data, traceability reports, surveys, and management reviews.<\/span><\/p>\n<\/details>\n\nQuality Models and Theories<\/summary>\nDescribe and apply the requirements and basic principles of ISO 9000-based standards used to support quality management systems.<\/span><\/p>\nDescribe and differentiate methods such as total quality management, continuous improvement, and benchmarking.<\/span><\/p>\nDescribe and apply basic methodologies and theories proposed by quality leaders such as Shewhart, Deming, Juran, Crosby, Feigenbaum, and Ishikawa.<\/span><\/p>\n<\/details>\n<\/span>IV. Quality Management Tools (31 questions)<\/h3>\nThe questions in this section are designed to assess your quality management tools knowledge and abilities in the following areas:<\/p>\n\nProblem-Solving Tools<\/summary>\nSelect, interpret, and evaluate output from the seven classic quality tools: Pareto charts, cause and effect diagrams, flowcharts, control charts, check sheets, scatter diagrams, and histograms.<\/span><\/p>\nSelect, interpret, and evaluate output from basic management and planning tools, including affinity diagrams, tree diagrams, PDPCs, matrix diagrams, prioritization matrices, interrelationship digraphs, and activity network diagrams.<\/span><\/p>\nSelect, interpret, and evaluate process improvement tools such as root cause analysis, PDCA, Six Sigma DMAIC, Is\/Is Not analysis, SIPOC, 8D, CAPA, A3, and FMEA.<\/span><\/p>\nUse techniques and exercises for creative decision-making and problem-solving, including brainstorming, mind mapping, lateral thinking, critical thinking, the 5 whys, and design for six sigma.<\/span><\/p>\nDefine and distinguish between prevention, appraisal, internal failure, and external failure cost categories, and evaluate how changes in one category affect the others.<\/span><\/p>\n<\/details>\n\nProcess Management<\/summary>\nDescribe how process goals are established, monitored, and measured, and evaluate their impact on product or service quality.<\/span><\/p>\nUse tools to analyze a process and evaluate its effectiveness based on procedures, work instructions, and other documents.<\/span><\/p>\nIdentify and use lean tools such as 5S, JIT, kanban, value stream mapping, quick-changeover, poka-yoke, kaizen, standard work, TPM, and OEE.<\/span><\/p>\nDefine key concepts of the theory of constraints, including local vs. system optimization, physical vs. policy constraints, undesirable effects, core problems, and solution deterioration.<\/span><\/p>\n<\/details>\n\nMeasurement: Assessment and Metrics<\/summary>\nUse statistical techniques to identify when, what, and how to measure projects and processes.<\/span><\/p>\nDefine and describe basic sampling techniques, such as random and stratified sampling, and identify when and why sampling is appropriate.<\/span><\/p>\nCalculate basic statistics, identify basic distribution types, and evaluate run charts, SPC reports, and other control charts to make data-based decisions.<\/span><\/p>\nUnderstand basic measurement terms such as accuracy, precision, bias, and linearity, and distinguish between repeatability and reproducibility in gauge R&R studies.<\/span><\/p>\nInterpret graphs and charts to identify cyclical, seasonal, and environmental data trends, and evaluate control chart patterns to determine shifts and other trend indicators.<\/span><\/p>\nAnalyze data to distinguish between common cause and special cause variation.<\/span><\/p>\nRecognize process capability indices, including Cp and Cpk, and performance indices, including Pp and Ppk.<\/span><\/p>\nDefine and describe basic reliability measures such as infant mortality, end of life, mean time between failures, and mean time to repair, and understand the value of estimating reliability.<\/span><\/p>\n<\/details>\n<\/span>V. Customer-Focused Organizations (22 questions)<\/h3>\nThe questions in this section are designed to assess your customer-focused organization knowledge and abilities in the following areas:<\/p>\n\nCustomer Identification and Segmentation<\/summary>\nDefine internal customers, describe the impact an organization’s treatment of internal customers has on external customers, and evaluate methods for influencing internal customers.<\/span><\/p>\nDefine external customers, describe their impact on products and services, and evaluate strategies for integrating their requirements and needs.<\/span><\/p>\nDescribe and assess the process of customer segmentation and its impact on aligning service and delivery to meet customer needs.<\/span><\/p>\nIdentify subjective information, describe how it differs from objective measures, and determine when data should be captured in categories rather than numeric values.<\/span><\/p>\n<\/details>\n\nCustomer Relationship Management<\/summary>\nUse quality function deployment to capture the voice of the customer and examine customer needs in relation to products and services.<\/span><\/p>\nDevelop systems to capture customer feedback and experiences, calculate the financial impact of customer value, and improve customer satisfaction, loyalty, and retention.<\/span><\/p>\nDemonstrate strategies that support customer service principles, including courtesy, politeness, attention to detail, active listening, empathy, rapid response, and easy access to information and service.<\/span><\/p>\nEstablish and monitor priorities to avoid or resolve conflicting customer requirements and manage capacity and resources for multiple and diverse customer groups.<\/span><\/p>\n<\/details>\n<\/span>VI. Supply Chain Management (19 questions)<\/h3>\nThe questions in this section are designed to assess your supply chain management knowledge and abilities in the following areas:<\/p>\n\nSupplier Selection and Approval<\/summary>\nDefine and outline criteria for selecting, approving, and classifying suppliers, including internal rating programs and external certification standards.<\/span><\/p>\n<\/details>\n\nSupplier Risk Management<\/summary>\nAssess and manage supplier risk and its potential impact on internal processes.<\/span><\/p>\n<\/details>\n\nSupplier Communications<\/summary>\nPrepare and implement supplier communication methods, including scheduled meetings, routine and emergency reporting procedures, and explicit expectations for product and delivery requirements.<\/span><\/p>\n<\/details>\n\nSupplier Performance<\/summary>\nDefine, assess, and monitor supplier performance in terms of quality, cost, delivery, service levels, defect rates, reliability, responsiveness, and technical support.<\/span><\/p>\n<\/details>\n\nSupplier Improvement<\/summary>\nDefine and conduct supplier audits, evaluate corrective and preventive action plans, provide feedback, and monitor process improvements.<\/span><\/p>\n<\/details>\n\nSupplier Certification, Partnerships, and Alliances<\/summary>\nDefine, appraise, and implement supplier certification programs that include process reviews and performance evaluations, and outline strategies for supplier partnerships and alliances.<\/span><\/p>\n<\/details>\n\nSupplier Logistics and Material Acceptance<\/summary>\nDescribe the impact purchased products and services can have on final product assembly or the total service package, including ship-to-stock, JIT, and incoming material inspection.<\/span><\/p>\n<\/details>\n
Describe typical roles, responsibilities, and competencies of people in leadership positions and how those attributes influence an organization’s direction, purpose, and engagement.<\/span><\/p>\nThe questions in this section are designed to assess your plan development and deployment knowledge and abilities in the following areas:<\/p>\n The questions in this section are designed to assess your management knowledge and abilities in the following areas:<\/p>\n The questions in this section are designed to assess your quality management tools knowledge and abilities in the following areas:<\/p>\n The questions in this section are designed to assess your customer-focused organization knowledge and abilities in the following areas:<\/p>\n The questions in this section are designed to assess your supply chain management knowledge and abilities in the following areas:<\/p>\nDescribe typical roles, responsibilities, and competencies of people in management positions and how those attributes contribute to an organization’s success.<\/span><\/p>\nUse change management strategies to overcome organizational roadblocks, assess the impact of global changes, achieve desired change levels, and review outcomes for effectiveness.<\/span><\/p>\nDevelop and implement leadership techniques that motivate employees and sustain enthusiasm, and use negotiation, influence, critical thinking, or Socratic questioning to move work forward.<\/span><\/p>\nApply techniques to empower individuals and teams, identify obstacles to empowerment, and distinguish between job enrichment, job enlargement, job design, and job tasks.<\/span><\/p>\n<\/details>\nTeams and Team Processes<\/summary>\n
Identify and describe different types of teams and their purposes, including process improvement, self-managed, temporary, virtual, hybrid, and work groups.<\/span><\/p>\nExplain the effect that the stages of team development have on leadership style.<\/span><\/p>\nApply basic team-building steps to enhance team introductions, membership, vision, objectives, and role assignments.<\/span><\/p>\nDescribe typical team support roles, member responsibilities, and leader responsibilities related to group dynamics, hidden agendas, disruptive behavior, and conflict resolution.<\/span><\/p>\nEvaluate team performance in relation to established metrics, goals, objectives, rewards, and team success.<\/span><\/p>\n<\/details>\nBusiness Governance, Ethics, and Compliance<\/summary>\n
Identify and apply behaviors and actions that comply with the ASQ code of ethics.<\/span><\/p>\nUnderstand compliance issues and applicable policies, laws, and regulations, including conflict of interest, confidentiality, bribery, environmental, social, governance, and safety factors.<\/span><\/p>\nApply organizational policies for agreements, intellectual property protection, and reporting observations or deviations that could be perceived as illegal activity.<\/span><\/p>\n<\/details>\n<\/span>II. Strategic Plan Development and Deployment (23 questions)<\/h3>\n
Strategic Planning Models<\/summary>\n
Define, describe, and use basic elements of strategic planning models, including mission, vision, values, and how they relate to the plan and the organization’s objectives.<\/span><\/p>\n<\/details>\nBusiness Environment Analysis<\/summary>\n
Analyze an organization’s strengths, weaknesses, opportunities, threats, and risks using tools such as SWOT and PESTLE analysis.<\/span><\/p>\nDescribe forces that drive strategic plans, including competition, substitutes, buyer and supplier power, economic conditions, global market changes, growth position, and changing customer expectations.<\/span><\/p>\nDifferentiate the perspectives, needs, and objectives of internal and external stakeholders, and ensure that the organization’s strategic objectives align with stakeholder objectives.<\/span><\/p>\nDescribe the long-term and short-term influence of technology on strategic planning, including automation, autonomation, Quality 4.0, cloud computing, artificial intelligence, and cybersecurity.<\/span><\/p>\nDescribe the effects that influence an organization’s internal capabilities, including human resources, facilities capacity, and operational capabilities.<\/span><\/p>\nDescribe the potential influence of legal, regulatory, trade association, and industry best-practice factors on strategic plans.<\/span><\/p>\n<\/details>\nStrategic Plan Deployment<\/summary>\n
Identify basic characteristics of tactics and evaluate whether proposed plans are specific, measurable, attainable, relevant, time-specific, and linked to strategic objectives.<\/span><\/p>\nEvaluate current resources to ensure they are available and deployed to support strategic initiatives, eliminate administrative barriers, and ensure stakeholders have needed competencies and resources.<\/span><\/p>\nDevelop measurements that align with strategic goals and use them to evaluate the organization against the strategic plan.<\/span><\/p>\nSupport strategic plan deployment by applying continuous improvement and other quality initiatives to drive performance outcomes throughout the organization.<\/span><\/p>\n<\/details>\n<\/span>III. Management Elements and Methods (26 questions)<\/h3>\n
Management Skills and Abilities<\/summary>\n
Evaluate and use basic management principles such as planning, leading, delegating, controlling, organizing, and allocating resources.<\/span><\/p>\nDescribe management theories and management styles, as well as the factors that influence management styles.<\/span><\/p>\nDescribe the interdependence of an organization’s functional areas and how those dependencies influence processes and outputs.<\/span><\/p>\nApply human resources elements to support ongoing professional development and the quality system.<\/span><\/p>\nRead, interpret, and use financial tools, manage budgets, and analyze project risk, feasibility, and priority using measures such as ROI, ROA, NPV, IRR, and portfolio analysis.<\/span><\/p>\nUnderstand how international standards support risk management by identifying risks that can occur throughout the organization.<\/span><\/p>\nUse knowledge management techniques to identify core competencies and create a culture and system for collecting and sharing implicit and explicit knowledge.<\/span><\/p>\n<\/details>\nCommunication Skills and Abilities<\/summary>\n
Define and apply communication modes used within organizations and identify factors that can inhibit clear communication.<\/span><\/p>\nUse empathy, tact, friendliness, objectivity, active listening, questioning, dialog techniques, and culturally responsive communication in virtual and in-person settings.<\/span><\/p>\nIdentify key communication challenges across different time zones, cultures, languages, terminology, and business practices, and present ways of overcoming them.<\/span><\/p>\nIdentify the effects of technology on communications and deploy appropriate communication methods within virtual teams.<\/span><\/p>\n<\/details>\nProject Management<\/summary>\n
Use project management methodology, align projects with strategic objectives, plan project phases, and ensure projects are on time and within budget.<\/span><\/p>\nUse tools such as risk assessment matrices, benefit-cost analysis, CPM, Gantt charts, PERT, and work breakdown structures to plan projects and estimate costs.<\/span><\/p>\nUse tools such as cost variance analysis, milestones, and actual vs. planned budgets to monitor project activity against the project plan.<\/span><\/p>\nUse written procedures and project summaries to document projects.<\/span><\/p>\n<\/details>\nQuality System<\/summary>\n
Develop and monitor the quality mission and policy and ensure that they align with the organization’s broader mission.<\/span><\/p>\nDevelop and deploy the quality plan and ensure that it is documented and accessible throughout the organization.<\/span><\/p>\nEvaluate the effectiveness of the quality system using internal audits, stakeholder feedback, warranty and return data, traceability reports, surveys, and management reviews.<\/span><\/p>\n<\/details>\nQuality Models and Theories<\/summary>\n
Describe and apply the requirements and basic principles of ISO 9000-based standards used to support quality management systems.<\/span><\/p>\nDescribe and differentiate methods such as total quality management, continuous improvement, and benchmarking.<\/span><\/p>\nDescribe and apply basic methodologies and theories proposed by quality leaders such as Shewhart, Deming, Juran, Crosby, Feigenbaum, and Ishikawa.<\/span><\/p>\n<\/details>\n<\/span>IV. Quality Management Tools (31 questions)<\/h3>\n
Problem-Solving Tools<\/summary>\n
Select, interpret, and evaluate output from the seven classic quality tools: Pareto charts, cause and effect diagrams, flowcharts, control charts, check sheets, scatter diagrams, and histograms.<\/span><\/p>\nSelect, interpret, and evaluate output from basic management and planning tools, including affinity diagrams, tree diagrams, PDPCs, matrix diagrams, prioritization matrices, interrelationship digraphs, and activity network diagrams.<\/span><\/p>\nSelect, interpret, and evaluate process improvement tools such as root cause analysis, PDCA, Six Sigma DMAIC, Is\/Is Not analysis, SIPOC, 8D, CAPA, A3, and FMEA.<\/span><\/p>\nUse techniques and exercises for creative decision-making and problem-solving, including brainstorming, mind mapping, lateral thinking, critical thinking, the 5 whys, and design for six sigma.<\/span><\/p>\nDefine and distinguish between prevention, appraisal, internal failure, and external failure cost categories, and evaluate how changes in one category affect the others.<\/span><\/p>\n<\/details>\nProcess Management<\/summary>\n
Describe how process goals are established, monitored, and measured, and evaluate their impact on product or service quality.<\/span><\/p>\nUse tools to analyze a process and evaluate its effectiveness based on procedures, work instructions, and other documents.<\/span><\/p>\nIdentify and use lean tools such as 5S, JIT, kanban, value stream mapping, quick-changeover, poka-yoke, kaizen, standard work, TPM, and OEE.<\/span><\/p>\nDefine key concepts of the theory of constraints, including local vs. system optimization, physical vs. policy constraints, undesirable effects, core problems, and solution deterioration.<\/span><\/p>\n<\/details>\nMeasurement: Assessment and Metrics<\/summary>\n
Use statistical techniques to identify when, what, and how to measure projects and processes.<\/span><\/p>\nDefine and describe basic sampling techniques, such as random and stratified sampling, and identify when and why sampling is appropriate.<\/span><\/p>\nCalculate basic statistics, identify basic distribution types, and evaluate run charts, SPC reports, and other control charts to make data-based decisions.<\/span><\/p>\nUnderstand basic measurement terms such as accuracy, precision, bias, and linearity, and distinguish between repeatability and reproducibility in gauge R&R studies.<\/span><\/p>\nInterpret graphs and charts to identify cyclical, seasonal, and environmental data trends, and evaluate control chart patterns to determine shifts and other trend indicators.<\/span><\/p>\nAnalyze data to distinguish between common cause and special cause variation.<\/span><\/p>\nRecognize process capability indices, including Cp and Cpk, and performance indices, including Pp and Ppk.<\/span><\/p>\nDefine and describe basic reliability measures such as infant mortality, end of life, mean time between failures, and mean time to repair, and understand the value of estimating reliability.<\/span><\/p>\n<\/details>\n<\/span>V. Customer-Focused Organizations (22 questions)<\/h3>\n
Customer Identification and Segmentation<\/summary>\n
Define internal customers, describe the impact an organization’s treatment of internal customers has on external customers, and evaluate methods for influencing internal customers.<\/span><\/p>\nDefine external customers, describe their impact on products and services, and evaluate strategies for integrating their requirements and needs.<\/span><\/p>\nDescribe and assess the process of customer segmentation and its impact on aligning service and delivery to meet customer needs.<\/span><\/p>\nIdentify subjective information, describe how it differs from objective measures, and determine when data should be captured in categories rather than numeric values.<\/span><\/p>\n<\/details>\nCustomer Relationship Management<\/summary>\n
Use quality function deployment to capture the voice of the customer and examine customer needs in relation to products and services.<\/span><\/p>\nDevelop systems to capture customer feedback and experiences, calculate the financial impact of customer value, and improve customer satisfaction, loyalty, and retention.<\/span><\/p>\nDemonstrate strategies that support customer service principles, including courtesy, politeness, attention to detail, active listening, empathy, rapid response, and easy access to information and service.<\/span><\/p>\nEstablish and monitor priorities to avoid or resolve conflicting customer requirements and manage capacity and resources for multiple and diverse customer groups.<\/span><\/p>\n<\/details>\n<\/span>VI. Supply Chain Management (19 questions)<\/h3>\n
Supplier Selection and Approval<\/summary>\n
Define and outline criteria for selecting, approving, and classifying suppliers, including internal rating programs and external certification standards.<\/span><\/p>\n<\/details>\nSupplier Risk Management<\/summary>\n
Assess and manage supplier risk and its potential impact on internal processes.<\/span><\/p>\n<\/details>\nSupplier Communications<\/summary>\n
Prepare and implement supplier communication methods, including scheduled meetings, routine and emergency reporting procedures, and explicit expectations for product and delivery requirements.<\/span><\/p>\n<\/details>\nSupplier Performance<\/summary>\n
Define, assess, and monitor supplier performance in terms of quality, cost, delivery, service levels, defect rates, reliability, responsiveness, and technical support.<\/span><\/p>\n<\/details>\nSupplier Improvement<\/summary>\n
Define and conduct supplier audits, evaluate corrective and preventive action plans, provide feedback, and monitor process improvements.<\/span><\/p>\n<\/details>\nSupplier Certification, Partnerships, and Alliances<\/summary>\n
Define, appraise, and implement supplier certification programs that include process reviews and performance evaluations, and outline strategies for supplier partnerships and alliances.<\/span><\/p>\n<\/details>\nSupplier Logistics and Material Acceptance<\/summary>\n
Describe the impact purchased products and services can have on final product assembly or the total service package, including ship-to-stock, JIT, and incoming material inspection.<\/span><\/p>\n<\/details>\n