CABM Module 400 – Quality and Process Management
400.1 Quality Strategies
400.1.1 Discuss why quality planning is important. Identify the leadership skills and ethics needed for quality management.
400.1.2 Discuss quality as a strategy along with costs of quality and core competencies.
400.1.3 Define the quality strategy process. Discuss the Hoshin planning process for quality deployment. Relate quality to price, cost, productivity, profitability, and the environment. Discuss the role of quality in the supply chain strategy.
400.2 Quality Perspectives and Theories
400.2.1 Define quality from the viewpoints of product and service quality dimensions
400.2.2 Understand the differing functional perspectives on quality from supply chain, engineering, operations, strategic management, marketing, finance, and human resource perspectives.
400.2.3 Discuss the major spheres of quality in terms of quality assurance, quality control, and quality management. Discuss quality from the value-added and contingency perspectives.
400.2.4 Discuss the quality theories from the viewpoints of Deming, Juran, Ishikawa, Feigenbaum, Crosby, and Taguchi. Discuss the Taguchi’s Design of Experiments from a quality engineering perspective. Present quality from an integrated viewpoint, including a framework for quality management.
400.3 Quality Tools and Techniques
400.3.1 Discuss the Ishikawa’s basic seven tools of quality, such as process maps, check sheets, histograms, scatter diagrams, control charts, cause and effect diagrams, and Pareto charts.
400.3.2 Discuss the new seven tools for quality improvement, such as affinity diagram, interrelationship digraph, tree diagram, prioritization grid, matrix diagram, process decision program charts, and activity network diagram.
400.3.3 Discuss other tools for performance measurement, such as spider charts, balanced scorecards, and dashboards.
400.3.4 Define and organize for six-sigma philosophy. Understand the six-sigma process in terms of phases, such as define, measure, analyze, improve, and control (DMAIC) dimensions. Learn how to design for six-sigma and understand the reasons for its failures.
400.4 Product Quality
400.4.1 Learn how to design products for quality and discuss the steps in the product design and development process. Understand how to translate the customer requirements into functional design of a product using quality function deployment (QFD) method.
400.4.2 Learn how to use technology (CAD/CAM/CAI/CAT) and prototyping (i.e., basic, paper, and working) in the design and development of a product. Discuss the concurrent engineering concept.
400.4.3 Describe the phases of the product life cycle, including the design approaches to manufacturing, maintainability, reliability, and environment.
400.5 Service Quality
400.5.1 Distinguish between service quality issues and product quality issues. Understand what types of services customers want. Explain the tools used to measure service quality, such as SERVQUAL and gap analysis.
400.5.2 Understand how to design and improve service transactions, including services blueprints, moments-of-truth, Poka-Yoke, and service transaction analysis.
400.5.3 Understand the concept of the customer benefits package (CBP). Discuss the various propositions in service quality management.
400.6 Supplier Quality
400.6.1 Understand the economic concept of the value chain. Identify the approaches to supplier partnering, including sourcing decisions and supplier audits.
400.6.2 Identify the approaches to supplier development that a buyer undertakes, including supplier awards, relationships programs, and ISO/TS 16949 standards.
400.7 The Voice of the Customer
400.7.1 Define customer-driven quality. Learn how to listen to the voice of the customer, including actively and passively solicited customer-feedback approaches. Understand how to manage the customer retention and loyalty factors.
400.7.2 Discus the major components of a customer-relationship management (CRM) process.
400.8 Quality Control Practices
400.8.1 Define statistical thinking and statistical quality control.
400.8.2 Understand the process control charts and the attribute charts.
400.8.3 Discuss the quality reliability models such as series and parallel reliability, and know how to measure the reliability using statistics such as MTTF, MTBF, and MTTR.
400.9 Quality Improvement Practices
400.9.1 Discuss the various quality improvement awards from the American way, the Japanese way, the European way, and the Chinese way.
400.9.2 Discuss employee empowerment and involvement as a part of quality improvement program. Explain the roles and responsibilities of teams in quality. Differentiate between individual learning and organizational learning as a part of quality improvement program.
400.9.3 Discuss the building blocks for the system of quality improvement in terms of people, learning and knowledge, culture, closeness to customers, and information and finance.
400.9.4 Learn how to validate the quality system either internally through quality audits or externally through quality awards.
400.10 Process Management Practices
400.10.1 Define a process. Identify the key processes in a firm. Describe the traits of a functional organization and a process-oriented organization. Describe the benefits of a process-oriented organization. Discuss how well managed processes create value and generate customer satisfaction.
400.10.2 Understand the voice of the market through business process benchmarking, including training, baselining, and reengineering.