: Mercury Training Center
: Istanbul-Turkey: +905395991206 - Amman-Jordan: +962785666966 - London (UK): +447481362802

Quality Management

Manager of Quality and Organizational Excellence (by American Society for Quality)


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

Targeted Groups:

  • Quality Managers
  • Quality Assurance Professionals
  • Individuals who wish to enhance their skills, knowledge, and understanding of the CMQ / OE

Course Objectives

At the end of this course the participants will be able to:

  • Review the most important information needed to prepare for the CMQ / OE Test.
  • Implement the elements of the Knowledge Group (BOK) to intensify the preparation efforts.
  • Reframing the way of thinking to prepare for the answer established in the exam.

Targeted Competencies:

  • Improve quality and management.
  • Solving problems.
  • Organizational Leadership.
  • Team building.
  • Development and using strategy.
  • Operations management.
  • Measurement: assessment and metrics.
  • Training and development.
  • Manage employees and operations.
  • Communication.
  • Project management.
  • Quality systems models.

Course Content:

Unit 1: Organizational Leadership and Team Strategy Development:

  • Leadership patterns.
  • Team-building techniques.
  • Change management.

Unit 2: Develop and Disseminate The Strategic Plan:

  • Strategic Planning Models.
  • Business Environment Analysis.
  • Dissemination of the strategic plan.
  • Measuring institutional performance.

Unit 3: Elements and Methods of Management:

  • Principles of administration.
  • Theories, patterns, and tools of management.
  • Human Resource Management.
  • Financial management.
  • Risk Management.
  • Communication skills and abilities.
  • Project management.
  • Documentation of projects.
  • Quality system.
  • ISO and third-party standards.
  • Other quality methodologies.
  • Quality philosophies.

Unit 4: Quality Management Process Tools:

  • Seven traditional quality tools.
  • Process planning.
  • Process Analysis.
  • Innovation and creativity tools.
  • Lean Tools.
  • Theory of Constraints (TOC).
  • Use basic statistical.
  • Statistical analysis.
  • Process capacity.
  • Qualitative assessment.

Unit 5: Customer Focused Organizations:

  • Identify and divide customers.
  • Internal and external customers.
  • Customer needs and opinion.
  • Customer satisfaction and loyalty.
  • Basic customer service principles.

Unit 6: Supply Chain Management:

  • Selection of suppliers and means of communication.
  • Performance, supplier, and development.
  • Certificate of supply, partnership, and alliances.

Unit 7: Training and Development:

  • Analyze and plan training needs.
  • Design and deliver training materials.
  • Effectiveness of training and evaluation.