The Certified Manager of Quality and Organizational Excellence (CMQ/OE) is a professional who leads and champions process-improvement initiatives—everywhere from small businesses to multinational corporations—that can have a regional or global focus in a variety of service and industrial settings.

A Certified Manager of Quality and Organizational Excellence (CMQ/OE) 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. In this 4-day course, you'll learn how to be a consummate professional in management.

This course is aimed at quality auditors (CQA), reliability engineers (CRE), software quality engineers, senior executives, production & quality managers, quality officers, quality lead, internal auditors, certified supplier quality professionals, department heads, unit heads, and CEO roles.

Course Outline:

• Training and Development:
  • Training plans
  • Training needs analysis
  • Training material, development, and delivery
  • Training effectiveness and evaluation
• 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-Focused Organisation:
  • 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
• 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
• Management Element 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
  • 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