CQM-Certified Quality Manager

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About the Course

The CQM may be the ASQC's crown jewel certification. It is a

formal recognition by ASQC that a person has demonstrated
proficiency,
knowledge and comprehension of the CQM body of
knowledge. For legal reasons, ASQC calls it peer recognition,
not a professional recognition or license.
ASQC defines the CQM as a: "professional who understands
quality standards and concepts, can implement organizational
assessment and maintain customer satisfaction and focus.
The Certified Quality Manager should manage projects
supporting strategic objectives and motivate human resource
in the support of organizational goals.

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Quality is everyone’s business

Up to two-thirds of the people taking our CQM classes were

people from outside the quality profession. They were first-line
supervisors, team facilitators, functional managers, ISO 9000
administrators, operational supervisors and project
improvement leaders. They had operational quality
responsibilities and needed to understand the discipline. Many
were from service and government organizations. These
people were new to quality.
They had never been exposed to quality. They wanted the
quality information and knowledge but weren't particularly
interested in sitting for the exam. Another way to think about
this startling revelation is that the ASQC definition of CQM can
be applied to almost anyone in any organization. The quality
profession has been successful beyond its wildest
expectations.
Quality professionals have been preaching the same message
for years: A person or team responsible for an activity or
process is truly responsible for the quality of his or her efforts.
More companies realize this as they integrate ISO 9000 or
QS-9000 systems into their organizations. Some organizations
understand that quality is everyone's business.
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 About Us
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Who Should attend?
Quality managers or individuals looking to achieve their IQS
Certification in Certified Quality Manager should attend this
training.
● A Certified Manager of Quality/Organizational Excellence
facilitates and leads team efforts to establish and monitor
customer/supplier relations, supports strategic planning and
deployment initiatives, and helps develop measurement
systems to determine organizational improvement.

● The Certified Manager of Quality/Organizational Excellence

should be able to motivate and evaluate staff, manage projects
and human resources, analyze financial situations, determine
and evaluate risk, and employ knowledge management tools
and techniques in resolving organizational challenges.
● The Certified Manager of Quality/Organizational Excellence
evolved from the certified quality manager as a way to broaden
the scope of the examination. The Quality Management
Division surveyed certified quality managers and other
recognized subject matter experts.
● All professionals in Quality management, mid and senior
management of any industry

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Certification
Certified quality managers should obtain certification to
develop their professional skills. Quality managers without
a degree who are looking to get certified should have at
least ten years of professional experience. Managers with
a degree need to prepare for the exam by studying the
body of knowledge.

The exam consists of two parts, an essay response and

multiple-choice, and takes about four hours to complete.
IQS offers practice exams, reference lists, books, and
training to help individuals prepare for the exam. It is also
recommended that certified quality managers be
recertified every three years to keep their skills current.

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 Course Content

Unit 1: Leadership
Organizational Structures

● Leadership Challenges
● Roles and responsibilities of leaders
● Roles and responsibilities of managers
● Change management
● Leadership techniques
● Empowerment

Teams and Team Processes

● Types of teams
● Stages of team development
● Team-building techniques
● Team roles and responsibilities
● Team performance and evaluation

ASQ Code of Ethics

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 Course Content

UNIT 2 : Strategic Plan Development and

Deployment

Strategic Planning Models

● Business Environment Analysis

● Risk Analysis
● Market forces
● Stakeholder analysis
● Technology
● Internal capability analysis
● Legal and regulatory factors

Strategic Plan Deployment

● Tactical plans
● Resource allocation and deployment
● Organizational performance measurement
● Quality in strategic deployment

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 Course Content

UNIT 3 : Management Elements and Methods

Management Elements and Abilities

● Roles and responsibilities of leaders

● Roles and responsibilities of managers
● Change management
● Leadership techniques
● Empowerment
● Risk management
● Knowledge management

Communication Skills and Abilities

● Communications techniques
● Interpersonal skills
● Communications in a global economy
● Communications and technology

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 Course Content

Project Management

● Project management basics

● Project planning and estimation tools
● Measure and monitor project activity
● Project documentation

Quality System
● Quality mission and policy
● Quality planning, deployment and documentation

Quality system effectiveness

Quality Models and Theories
● Quality management standards
● Performance excellence models
● Other quality methodologies
● Quality philosophies

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 Course Content

UNIT 4 : Quality Management Tools

Problem-Solving Tools

● The seven classic quality tools

● Basic management and planning tools
● Process improvement tools
● Innovation and creativity tools
● Cost of quality (COQ)
Process Management
● Process goals
● Process analysis
● Lean tools
● Theory of constraints (TOC)
Measurement: Assessment and Metrics
● Basic statistical use
● Sampling
● Statistical analysis
● Measurement system analysis
● Trend and pattern analysis
● Process variation
● Process capability
● Reliability terminology
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 Course Content

UNIT 5 : Customer-Focused Organization

Customer Identification and Segmentation

● Internal customers
● External customers
● Customer segmentation
● Qualitative assessment

Customer Relationship Management

● Customer needs
● Customer satisfaction and loyalty
● Customer service principles
● Multiple and diverse customer management

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 Course Content

UNIT 6 : Supply Chain Management

Supply Chain Management

● Supplier selection and approval

● Supplier risk management
● Supplier communications
● Supplier performance
● Supplier improvement
● Supplier certification, partnerships, and alliances
● Supplier logistics and material acceptance

Customer Relationship Management

● Customer needs
● Customer satisfaction and loyalty
● Customer service principles
● Multiple and diverse customer management

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Course Content

UNIT 7 : Training and Development

Training and Development

● Training plans
● Training need analysis
● Training material, development, and delivery
● Training effectiveness and evaluation

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Prerequisites :

Prior knowledge of quality or quality management

is recommended as this course is designed as a
review of the subject areas needed for the CQM
exam.

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