Management & Leadership

Section I (Management and Leadership, 17 of 160 scored questions) covers quality philosophies and foundations, strategic planning and deployment, the ASQ Code of Ethics, leadership and facilitation, communication, customer relations, supplier management, and barriers to quality improvement. ISO 9001, audits, documentation and cost of quality are tested in Section II (The Quality System).

Study guides for this section

What you need to know

• Quality philosophies — Deming's 14 points and PDCA, Juran's trilogy (planning/control/improvement), Crosby's zero defects and conformance, Feigenbaum's TQC
• Strategic planning and deployment — linking quality goals to strategy; deployment techniques such as benchmarking, stakeholder analysis, performance measures (leading and lagging KPIs) and project management
• ASQ Code of Ethics — know its principles and how to apply them to workplace scenarios
• Leadership and facilitation — roles and responsibilities, team stages and dynamics, facilitating meetings and resolving conflict
• Communication — choosing techniques for different audiences and situations
• Customer relations — voice of the customer, Kano model, customer satisfaction and loyalty measures
• Supplier management — supplier selection, performance metrics and scorecards, supplier improvement and partnerships
• Barriers to quality improvement — recognizing organizational and cultural obstacles and how to overcome them