CBM Part 1 Syllabus


Certified Business Manager (CBM) Part 1 Syllabus

CBM Module 100 – General Management, Leadership, and Strategy

100.1   Corporate Strategies
100.1.1   Define strategic management with its phases
100.1.2   Understand the benefits of strategic management
100.1.3   Understand the basic model of strategic management
100.1.4   Identify triggering events for a change in strategy
100.1.5   Understand the strategic decision-making models
100.1.6   Define strategic audit and know how to conduct it
100.1.7   Understand the various competitive strategies and portfolio models

100.2   The History of Management
100.2.1   Understand the classical approaches to management
100.2.2   Discuss the human resources approach to management
100.2.3   Understand the quantitative approach to management
100.2.4   Discuss the modern approaches to management

100.3   Managers and Entrepreneurs
100.3.1   Understand management roles, processes, and skills
100.3.2   Define entrepreneurship
100.3.3   Discuss how an entrepreneur identify competitive advantage
100.3.4   Relate control to entrepreneurs
100.3.5   Relate innovation and creativity to entrepreneurs
100.3.6   Discuss innovation, intrapreneurship, and creativity
100.3.7   Understand how entrepreneurs handle change
100.3.8   Understand how entrepreneurs motivate employees

100.4   Planning and Organizing Skills
100.4.1   Define the term planning
100.4.2  Understand planning in uncertain environments
100.4.3   Discuss different types of plans
100.4.4   Define management by objectives (MBO) and identify its common elements
100.4.5   Discuss the elements of organization structure
100.4.6   Discuss contingency variables affecting the organization structure
100.4.7   Know how to create a learning organization

100.5   Directing and Leading Skills
100.5.1   Distinguish between managers and leaders
100.5.2   Discuss various theories of leadership
100.5.3   Discuss emerging approaches to leadership
100.5.4   Discuss contemporary issues in leadership
100.5.5   Understand how trust is important to leadership
100.5.6   Discuss various types of work team structures

100.6   Controlling and Measuring Skills
100.6.1   Define control and discuss its importance to organizations
100.6.2   Understand how managers measure actual performance
100.6.3   Discuss the various types of controls
100.6.4   Discuss control implications for managers
100.6.5   Discuss the dysfunctional nature of control, including cultural differences / contemporary issues

100.7   Motivating Skills
100.7.1   Define motivation and understand various theories of motivation
100.7.2   Discuss contemporary issues in motivation

100.8   Problem-Solving and Decision-Making Skills
100.8.1   Describe the steps in the decision-making process
100.8.2   Discuss the various models in decision-making
100.8.3   Discuss how problems and decisions are categorized
100.8.4   Identify the various styles in decision-making
100.8.5   Describe the advantages and disadvantages of group decisions
100.8.6   Explain the techniques for improving group decision making
100.8.7   Understand the various quantitative aids used in decision-making
100.8.8   Discuss the various models in organizational decision making
100.8.9   Understand the nature of organizational learning
100.8.10   Discuss the various factors affecting the organizational learning
100.8.11    Understand how to improve decision-making and learning

100.9   Negotiation Skills
100.9.1   Define negotiation skills and discuss the various approaches to negotiation
100.9.2   Understand the negotiation process from a project management viewpoint

100.10   Communication and Interpersonal Skills
100.10.1   Understand the communication process
100.10.2   Understand the barriers to communication and know how to overcome them
100.10.3   Understand the impact of information technology on communications
100.10.4   Understand how to develop interpersonal skills
100.10.5   Learn how to delegate effectively
100.10.6   Learn how to improve presentation skills

100.11   Conflict Management Skills
100.11.1   Understand organizational conflict
100.11.2   Understand a model of organizational conflict
100.11.3   Learn how to manage individual conflict and organizational conflict
100.11.4   Understand conflict management issues from a project management viewpoint
100.11.5   Understand organizational power and politics

100.12   Business Policy and Ethics
100.12.1   Understand how to establish business policies and link them to strategy, ethics, and social responsibility
100.12.2   Define business ethics, including theories, frameworks, standards, and principles
100.12.3   Discuss contemporary issues in business ethics, including the role of integrity and the ethical cycle

100.13   Business and Government
100.13.1   Understand the U.S. government regulation and administrative law
100.13.2   Understand economic efficiency, government price setting, and taxes
100.13.3   Understand the U.S. government policy toward monopoly

100.14   Business Law and Management
100.14.1   Understand the U.S. employment and worker protection laws
100.14.2   Understand the U.S. laws affecting equal opportunity in employment
100.14.3   Understand the U.S. labor laws
100.14.4   Understand the U.S. consumer protection laws
100.14.5   Understand the U.S. environmental protection laws

100.15   Economics and Management
100.15.1   Understand technology, production, and costs
100.15.2   Understand the firms in perfectly competitive industries
100.15.3   Understand the firms in monopolistic competitive industries
100.15.4   Understand the oligopoly firms
100.15.5   Understand the monopoly firms
100.15.6   Understand the markets for labor and other factors of production
100.15.7   Understand the concept of gross domestic product and its related terms
100.15.8   Understand the concepts of unemployment and inflation
100.15.9   Understand the business cycle concept
100.15.10   Discuss the various functions of money and banks’ role in the money supply
100.15.11    Discuss the goals and targets of the U.S. monetary policy
100.15.12   Discuss the role of fiscal policy in the U.S. economy

100.16   Organizational Culture and Behavior
100.16.1   Understand the major characteristics of organizational culture
100.16.2   Understand how to create and manage organizational culture
100.16.3   Understand the goals of organizational behavior and the foundations of individual and group behavior

100.17   Organizational Structure, Design, Change, and Development
100.17.1   Understand the basic challenges of organizational design in terms of differentiation, centralization, and standardization
100.17.2   Understand how to design organizational structure with authority and control
100.17.3   Understand how to design organizational structure with specialization and coordination
100.17.4   Understand the forces for change and stress in organizations
100.17.5   Understand the types and forms of organizational change
100.17.6   Understand the techniques for organizational development

100.18   Business Performance Measurement
100.18.1   Understand the importance of performance measures, including the types of measures
100.18.2   Define the goals of a measurement system
100.18.3   Identify good measures of performance and discuss how measures are utilized

100.19   Project Management
100.19.1   Relate project strategy to business strategy
100.19.2   Discuss the importance of projects to organizations
100.19.3   Discuss project life cycles
100.19.4   Discuss the determinants of project success
100.19.5   Identify project stakeholders and know how to manage them
100.19.6   Discuss implications of organizational culture on project management
100.19.7   Discuss the criteria for screening and selecting a project
100.19.8   Understand a project’s portfolio management process
100.19.9   Identify the roles of project managers, champions, and leaders
100.19.10   Identify a project’s scope, statement of work, scope statement, and scope reporting
100.19.11   Understand how to build project teams, know why they fail, and identify the strategies of team development
100.19.12   Discuss project risk management principles
100.19.13   Discuss project cost management principles
100.19.14   Discuss project scheduling techniques
100.19.15   Relate the Theory of Constraints to critical chain project scheduling
100.19.16   Discuss project resource management principles
100.19.17   Understand how to evaluate and control projects
100.19.18   Understand how to terminate and closeout a project
100.19.19   Understand how to manage projects

100.20   Quantitative Techniques and Management
100.20.1   Understand the nature of quantitative analysis used in management practice
100.20.2   Understand the probability concepts and applications
100.20.3   Understand the decision models
100.20.4   Understand the regression models
100.20.5   Understand the linear programming models
100.20.6   Understand the transportation and assignment models
100.20.7   Understand the waiting lines and queuing theory models
100.20.8   Understand the simulation models
100.20.9   Understand the Markov analysis

100.21   International Issues
100.21.1   Explain how globalization and electronic commerce influence strategic management
100.21.2   Explain the importance of viewing management from a global perspective
100.21.3   Understand how to implement strategies across countries
100.21.4   Identify the decision-making practices across countries


CBM Module 200 – Operations Management

200.1   Operations Strategies
200.1.1   Understand operations management missions, strategies, decisions, and issues
200.1.2   Understand how to develop and implement operations strategy
200.1.3   Understand the strategic role of operations management
200.1.4   Understand how service and manufacturing firms differ
200.1.5   Understand the contemporary issues in operations management

200.2   Quality and Operations
200.2.1   Relate quality to operations with the scope of total quality management (TQM)
200.2.2   Identify quality issues in procurement

200.3   Decision-Making and Operations
200.3.1   Understand the categories of operations decisions, such as strategic, operating, and control
200.3.2   Learn how to organize to produce goods and services
200.3.3   Identify new trends in operations management

200.4   Just-in-Time and Lean Operations
200.4.1   Define, just-in-time (JIT), Toyota production system, and lean operations
200.4.2   Define JIT concepts and philosophies
200.4.3   Explain the principles of the Toyota production system
200.4.4   Define lean operations in production and services

200.5   Demand Forecasting
200.5.1   Define forecasting, including its types
200.5.2   Understand the strategic importance of forecasting
200.5.3   Identify forecasting steps and approaches
200.5.4   Discuss forecasting in the service sector

200.6   Product, Service, and Process Design
200.6.1   Define how goods and services are selected
200.6.2   Describe a product development system
200.6.3   List the issues in product design
200.6.4   Describe how products and services are defined
200.6.5   List the documents used in production
200.6.6   Identify the challenges involved in designing services
200.6.7   List the documents used in services
200.6.8   Discuss the major strategies in production processes
200.6.9   Learn how to use the tools of process analysis
200.6.10   Describe the service process design
200.6.11   Learn how to select equipment and technology for production and services
200.6.12   Define the process redesign
200.6.13   Learn how to manage the business process flows by understanding the levers of flow-time, throughput, waiting time, process variability, and processing networks

200.7   Supply-Chain Management
200.7.1   Understand the concepts of supply chain management (SCM)
200.7.2   Identify the key attributes of SCM
200.7.3   Understand the goals, benefits, and obstacles to value-chain management in operations
200.7.4   Explain the strategic importance of the supply chain
200.7.5   Explain the economics of supply chain
200.7.6   Understand the barriers to SCM
200.7.7   Understand how to manage the supply chain
200.7.8   Evaluate supply chain performance
200.7.9   Discuss SCM integration techniques

200.8    Operations Planning and Scheduling
200.8.1    Understand the nature of aggregate planning
200.8.2   Identify strategies for developing an aggregate plan
200.8.3   Discuss aggregate planning methods
200.8.4   Understand aggregate planning methods in services, including yield management
200.8.5   Understand the strategic importance of short-term scheduling
200.8.6   Identify the issues in and the criteria for scheduling
200.8.7   Discuss different approaches to scheduling
200.8.8   Identify different approaches to loading production jobs
200.8.9   Discuss methods to sequencing production jobs
200.8.10   Explain the concept of finite capacity scheduling
200.8.11    Discuss the Theory of Constraints
200.8.12   Discuss approaches to repetitive production
200.8.13   Identify methods for scheduling services

200.9   Capacity Management
200.9.1   Define production capacity
200.9.2   Define design capacity, effective capacity, utilization, and efficiency
200.9.3   Discuss demand and capacity management in the service sector
200.9.4   Discuss capacity planning approaches

200.10   Inventory Management
200.10.1   Define functions and types of inventory
200.10.2   Establish systems for managing inventory
200.10.3   Discuss independent demand inventory models

200.11   Materials Management
200.11.1   Define dependent demand
200.11.2   Discuss dependent demand inventory models
200.11.3   Discuss material requirements plan (MRP) structure and management
200.11.4   Discuss inventory lot size techniques
200.11.5   Discuss extensions of MRP
200.11.6   Discuss MRP in services and distribution resource planning (DRP)
200.11.7   Discuss enterprise resource planning (ERP)

200.12   Purchasing and Procurement Management
200.12.1   Understand the distinction between procurement, purchasing, and supply management
200.12.2   Identify procurement objectives
200.12.3   Learn about supplier/vendor selection, evaluation, and development process
200.12.4   Identify issues in electronic procurement
200.12.5   Discuss investment recovery opportunities
200.12.6   Understand the role of purchasing in environmental issues

200.13   Customer Service
200.13.1   Define customer service and customer satisfaction
200.13.2   Establish customer service objectives
200.13.3   Measure and control customer service
200.13.4   Identify customer service elements
200.13.5   Define order cycle time
200.13.6   Discuss importance of customer service and its relationship to sales
200.13.7   Determine optimum service levels and their tradeoffs
200.13.8   Discuss variabilities, constraints, and contingencies in service
200.13.9   Define activities in order processing
200.13.10   Identify factors affecting order-processing time

200.14   Logistics Management
200.14.1   Describe the purpose of logistics management
200.14.2   Discuss economic impacts of logistics
200.14.3   Discuss total cost approaches to logistics
200.14.4   Understand logistical relationships within a firm
200.14.5   Discuss activities in the logistical channel
200.14.6   Understand transportation modes, including intermodal transportation
200.14.7   Discuss legal classification of carriers
200.14.8   Learn about transportation management, including rates
200.14.9   Learn about modal and carrier selection
200.14.10   Understand the role of warehouses and distribution centers in a logistical system
200.14.11   Identify the various types and functions of warehouses
200.14.12   Discuss warehousing operations

200.15   Operations Outsourcing
200.15.1   Define outsourcing, including its types
200.15.2   Explain how core competencies relate to outsourcing
200.15.3   Discuss outsourcing trends and risks
200.15.4   Discuss analytical approaches to outsourcing decisions
200.15.5   List advantages and disadvantages of outsourcing
200.15.6   Discuss audits and metrics to evaluate outsourcing performance

200.16   Equipment Maintenance and Machine Reliability
200.16.1   Understand the strategic importance of equipment maintenance and machine reliability
200.16.2   Describe how to improve machine reliability
200.16.3   Discuss the different types of equipment maintenance, such as preventive, breakdown, and total productive maintenance
200.16.4   Identify techniques for enhancing equipment maintenance

200.17   Location Strategies
200.17.1   Understand the strategic importance of plant location
200.17.2   Identify the factors that affect plant location decisions
200.17.3   Discuss methods to evaluate plant location alternatives
200.17.4   Explain service location strategies

200.18   Layout Strategies
200.18.1   Understand the strategic importance of layout decisions
200.18.2   Discuss different types of layout and their problems
200.18.3   Discuss important issues in office layout
200.18.4   Define the objectives of retail layout
200.18.5   Discuss warehousing and storage layouts
200.18.6   Discuss fixed-position layout
200.18.7   Discuss process-oriented layout
200.18.8   Discuss work-cells layout
200.18.9   Discuss product-oriented layout

200.19   Retail Management
200.19.1   Understand strategic planning in retailing
200.19.2   Understand retail operations management from operational dimensions
200.19.3   Understand how to develop merchandise plans
200.19.4   Understand how to implement merchandise plans, including logistics and inventory management
200.19.5   Understand merchandise management from financial dimensions
200.19.6   Understand pricing factors and issues in retailing
200.19.7   Understand how to integrate and control the retail strategy

200.20   Engineering, Productivity, and Operations
200.20.1   Relate engineering principles and practices to operations
200.20.2   Understand engineering concepts in operations
200.20.3   Explain the difference between production and productivity
200.20.4   Learn how to improve productivity
200.20.5   Understand how value engineering helps to decrease cost and increase value
200.20.6   Understand the importance of cycle time in operations

200.21   Economics and Operations
200.21.1   Apply break-even analysis to production
200.21.2   Apply decision-trees to capacity management
200.21.3   Apply investment analysis to capacity decisions

200.22   Law and Operations
200.22.1   Define and classify traditional contracts
200.22.2   Understand the requirements of a contract, such as agreement, consideration, capacity, and legality
200.22.3   Understand performance of contracts and remedies for breach

200.23   Quantitative Techniques and Operations
200.23.1   Understand decision-making tools
200.23.2   Understand linear programming techniques
200.23.3   Understand transportation models
200.23.4   Understand waiting line models
200.23.5   Understand learning curve concepts
200.23.6   Understand simulation models
200.23.7   Understand forecasting methods
200.23.8   Understand Markov-chain analysis
200.23.9   Understand cluster analysis

200.24   Ethics and Operations
200.24.1   Relate ethics to operations management
200.24.2   Relate ethics to product designs
200.24.3   Relate ethics to production processes
200.24.4   Relate ethics to location decisions
200.24.5   Relate ethics to work environment
200.24.6   Relate ethics to supply chain
200.24.7   Relate ethics to outsourcing
200.24.8   Relate ethics to purchasing
200.24.9   Learn how to use decision trees to aid ethical corporate decision-making
200.24.10   Discuss socially responsible procurement

200.25   International Issues
200.25.1   Identify the reasons for international operations, including cultural and ethical issues
200.25.2   Discuss options in global operations strategy
200.25.3   Identify issues in global procurement and sourcing
200.25.4   Understand the issues in the global supply chain


CBM Module 300 – Marketing Management

300.1   Marketing Strategies
300.1.1   Understand the core marketing concepts, such as customer needs, wants, and demands; target markets, positioning, and segmentation; brands; marketing channels; supply chain; and competition
300.1.2   Understand the new marketing realities in terms of societal forces, consumer capabilities, and company capabilities
300.1.3   Discuss the company orientations toward the marketplace in terms of production concept, selling concept, marketing concept, holistic marketing concept, relationship marketing, integrated marketing, internal marketing, and performance marketing
300.1.4   Understand how marketing affects customer value, including the value delivery process, the value chain, and core competencies
300.1.5   Discuss a holistic marketing framework and the central role of strategic planning
300.1.6   Understand how strategic planning is carried out at the corporate and division level
300.1.7   Understand how strategic planning is carried out at the business unit level, including SWOT analysis
300.1.8   Understand how strategic planning is carried out at the product level as part of a marketing plan
300.1.9   Discuss how companies implement, evaluate, and control the marketing strategies with the annual-plan control, profitability control, efficiency control, and strategic control using marketing audit
300.1.10   Learn how to conduct portfolio analysis in strategic marketing
300.1.11   Identify offensive and defensive strategies in marketing

300.2   Quality, Sales, and Marketing
300.2.1   Relate quality principles and practices to sales and marketing functions
300.2.2   Explain how quality affects sales and marketing of products and services
300.2.3   Discuss the future of quality management along with its characteristics as it affects the quality of products and services

300.3   New-Product Development
300.3.1   Understand the options available and challenges facing a company in developing new products and services, including innovations, successes, and failures
300.3.2   Discuss organizational structures and processes needed to manage a new-product development project
300.3.3   Discuss the major steps in developing new products and services from idea generation to commercialization
300.3.4   Discuss the stages and factors influencing consumer adoption of newly launched products and services

300.4   Product and Service Marketing
300.4.1   Discuss the characteristics of products in terms of the customer-value hierarchy and learn how to classify products in terms of durable, nondurable, consumer, and industrial goods
300.4.2   Learn how companies differentiate their products in terms of product/service differentiation and design
300.4.3   Discuss the relationship between products and brands in terms of product hierarchy, product mix, product lines, co-branding and ingredient branding
300.4.4   Learn how companies use packaging, labeling, warranties, and guaranties as marketing tools
300.4.5   Discuss the nature of services, including service mix and distinctive characteristics of services
300.4.6   Understand the marketing strategies for service firms in terms of profit tiers, customer empowerment, and co-production
300.4.7   Learn how to manage the elements of service-quality, such as customer expectations and best practices
300.4.8   Learn how services marketers create and manage strong service brands with differentiating services and strategies
300.4.9   Understand how product marketers manage the customer-support services with post-sale service strategy

300.5   Advertising, Promotions, and Communications
300.5.1   Discuss the major steps in developing and managing an advertising program, including objectives, budget, and campaign
300.5.2   Learn how to decide on media and measure its effectiveness, including reach, frequency, impact, media types and options, media vehicles, timing, allocation, and evaluation
300.5.3   Understand the decision-making process in sales promotions in terms of objectives and tools
300.5.4   Discuss guidelines for effective brand-building events and experiences, including objectives & decisions
300.5.5   Learn how companies exploit the potential of public relations and publicity in marketing
300.5.6   Discuss the role of marketing communications, including the major elements in the communications process model to establish brand equity and increase sales
300.5.7   Discuss the major steps in developing effective communications, including target audience, objectives, design, channels, budget, and media mix
300.5.8   Learn how to establish the marketing communications mix
300.5.9   Learn how to manage the integrated marketing communications process

300.6   Analysis of Competitors
300.6.1   Learn to identify competitive forces and competitors in the market
300.6.2   Learn to analyze competitors’ strategies, objectives, strengths, and weaknesses, including selecting competitors and customers
300.6.3   Understand competitive strategies for market leaders to expand the total market and to defend and expand the market share
300.6.4   Discuss the market-challenger strategies, market-follower strategies, and the market-nicher strategies
300.6.5   Compare and contrast the situations and reactions of competitor-centered companies and customer-centered companies

300.7   Pricing Strategies
300.7.1   Understand the pricing environment, including company practices and consumer psychology
300.7.2   Discuss the steps in establishing prices initially for products or services after considering objectives, demand, costs, and competitors’ actions and reactions
300.7.3   Learn how companies adapt prices to meet varying circumstances and opportunities, such as geographical pricing, discounts and allowances, promotional pricing, and differentiated pricing
300.7.4   Learn how companies initiate their own price changes and respond to competitors’ price changes
300.7.5   Understand the legal issues and the public policy issues in pricing, including pricing within and across channel levels

300.8   Consumer and Business Buyer Behavior
300.8.1   Understand how consumer characteristics influence buying behavior, including cultural, social, personal, and psychological factors
300.8.2   Discuss the stages in the consumer buying decision process, including problem recognition, information search, evaluation of alternatives, purchase decision, and post-purchase behavior
300.8.3   Discuss the theories of consumer decision-making in terms of consumer involvement levels, decision heuristics and biases, and mental accounting
300.8.4   Distinguish between the business market and the consumer market and discuss different buying situations and systems buying and selling approaches
300.8.5   Identify the participants in the business buying process, including buying center and buying center influences and targeting
300.8.6   Learn to manage business-to-business (B2B) customer relationships, including vertical coordination, risks, and opportunities

300.9   Marketing Information and Research
300.9.1   Understand the components of a modern marketing information system
300.9.2   Learn how a firm’s internal records (i.e., order-to-payment cycle, sales information system, databases, data warehouses, and data mining) can identify important marketing opportunities / problems
300.9.3   Learn how to collect marketing intelligence data to understand the current events taking place in the marketing environment
300.9.4   Define the major steps in the marketing research process and learn how to overcome the barriers in the use of marketing research results
300.9.5   Learn how to measure marketing productivity using metrics, models, dashboards, and scorecards
300.9.6   Discuss various approaches to develop market forecast, sales forecast, industry sales, and market share

300.10   Marketing Channels, Distribution, and Logistics
300.10.1   Understand the importance of marketing channels and value networks, including channel development and customer needs
300.10.2   Discuss the role of marketing channels, including channel functions, flows, and levels
300.10.3   Understand the channel-design decisions in terms of output levels, objectives, constraints, intermediaries, and alternatives
300.10.4   Understand the channel-management decisions in terms of selecting, training, motivating, and evaluating the channel members
300.10.5   Learn how to integrate channels and manage channel conflict, including legal and ethical issues in channel relations
300.10.6   Discuss the major steps in the market-logistics planning process, including objectives and decisions

300.11   Electronic Commerce and Marketing
300.11.1   Discuss the e-commerce marketing practices in terms of pure-click and brick-and-click companies
300.11.2   Define the scope of mobile commerce (m-commerce), including telematics

300.12   Customer Management
300.12.1   Understand how companies build, deliver, and monitor customer value, satisfaction, and loyalty
300.12.2   Understand how companies measure and maximize customer lifetime value, including customer profitability and portfolios
300.12.3   Learn how companies cultivate strong customer relationships, including the CRM system, attracting and retaining customers, building loyalty, and doing win-backs
300.12.4   Understand how companies use database marketing with customer databases, data warehouses, and data mining. Discuss the downside of database marketing and the CRM system.
300.12.5   Understand how to manage customer’s focus, satisfaction, profitability, retention, and loyalty
300.12.6   Discuss the value-creation process with customers

300.13   Economics and Marketing
300.13.1   Discuss the variables that influence demand, such as current prices, income levels, prices of related goods, tastes, demographics, future prices, and the law of demand
300.13.2   Discus the variables that influence supply, such as prices of inputs, technological change, prices of substitutes, number of firms, future prices, and the law of supply
300.13.3   Define the law of one price and explain the role of arbitrage in the pricing strategy
300.13.4   Explain how a firm can increase its profits through price discrimination practices
300.13.5   Explain how some firms can increase their profits through the use of odd pricing, cost-plus pricing, and two-part tariffs

300.14   Law and Marketing
300.14.1   Understand the laws and regulations affecting marketing
300.14.2   Define sales and lease contracts
300.14.3   Describe the formation of sales and lease contracts
300.14.4   Describe the remedies for the breach of sales and lease contracts
300.14.5   Describe the warranty terms in sales and lease contracts

300.15   Target, Direct, and Interactive Marketing
300.15.1   Discuss the advantages and disadvantages of mass marketing
300.15.2   Discuss the major levels of target marketing or micromarketing, such as segments, niches, local areas, and individuals
300.15.3   Identify the bases for segmenting consumer markets, such as geographic, demographic, psychographic, and behavioral areas
300.15.4   Identify the bases for segmenting business markets, such as demographic profiles, operating variables, purchasing approaches, situational factors, and personal characteristics
300.15.5   Discuss the major steps in the market segmentation process
300.15.6   Learn how companies can integrate direct marketing for competitive advantage, using direct mail, catalogs, telemarketing, and direct-response marketing
300.15.7   Learn how companies can do effective interactive marketing and discuss its advantages / disadvantages
300.15.8   Learn how marketers can take advantage of the power of word of mouth using viral marketing, opinion leaders, and blogs

300.16   Brand Management
300.16.1   Define brand equity with its scope, roles, and models
300.16.2   Learn how to build, measure, and manage brand equity with brand valuation, reinforcement, revitalization, and brand audits
300.16.3   Discuss the important decisions in developing a branding strategy, including brand extensions and portfolios
300.16.4   Relate brand equity to customer equity
300.16.5   Understand how companies develop and communicate an effective brand positioning strategy in the market
300.16.6   Discuss the various brand differentiation strategies, such as product and service features, excellent employee reputation, efficient distribution channels, and compelling image
300.16.7   Understand the major stages of a product life-cycle and discuss the marketing strategies for each stage, including the implications of marketing evolution

300.17   Sales Administration and Management
300.17.1   Learn how to design the sales force, including objectives, strategy, structure, size, and compensation
300.17.2   Learn how to manage the sales force, including recruiting, selecting, training, supervising, measuring productivity, motivating, and evaluating sales representatives
300.17.3   Discuss the major steps in the personal selling process, including relationship marketing

300.18   Quantitative Techniques and Marketing and Sales
300.18.1   Learn how to use linear programming models in advertising, market research, and product distribution
300.18.2   Learn how to use Markov process models to predict market share, accounts receivable amount, and brand switching habits
300.18.3   Learn how to use forecasting techniques to estimate sales and to determine the relationship between price and demand variables
300.18.4   Learn how to use profit models to establish a relationship between sales and costs
300.18.5   Learn how to use simulation models in marketing
300.18.6   Learn how to use expectancy-value model and heuristics in the consumer buying decision process when evaluating product or service brands
300.18.7   Learn how to apply conjoint analysis in marketing

300.19   Ethics and Marketing and Sales
300.19.1   Familiar with marketing ethics, including some morally difficult situations in marketing
300.19.2   Familiar with unethical practices in the use of marketing research data
300.19.3   Explain what is socially responsible marketing
300.19.4   Discuss the scope of corporate social responsibility in terms of legal, ethical, and social responsibility behavior and business models
300.19.5   Explain the costs and benefits of cause-related marketing and the scope of social marketing
300.19.6   Understand the public and ethical issues in direct marketing

300.20   International Issues
300.20.1   Understand how companies decide which foreign markets to enter, including the stages in the internationalization process
300.20.2   Discuss the advantages and disadvantages of a global marketing program, including product, communications, price, and distribution channels
300.20.3   Discuss the country-of-origin perceptions of consumers, businesses, and government and their effects on marketing the products and services
300.20.4   Learn how to manage the international marketing activities when organized as an export department, international division, and global organization


CBM Module 400 – Quality and Process Management

400.1   Quality Strategies
400.1.1   Relate quality strategy to business strategy
400.1.2   Define quality with its implications
400.1.3   Define the principles of total quality management (TQM) in terms of customer satisfaction, employee involvement, and continuous improvement

400.2   Quality Tools and Techniques
400.2.1   Explain the basic tools of TQM
400.2.2   Discuss the role of inspection and Poka-Yoke as quality techniques

400.3   Quality, Costs, and Profits
400.3.1   Define a defect and discuss categories of cost of quality, such as prevention, appraisal, and failure costs
400.3.2  Discuss the role of cost of quality in controlling costs and quality

400.4   Quality and the Employee
400.4.1   Define employee empowerment and discuss how it is achieved
400.4.2   Discuss the rationale for employee empowerment
400.4.3   Identify the inhibitors of empowerment, including the resistance from employees, unions, management, workforce readiness, organizational structure, and management practices
400.4.4   Understand how to implement empowerment and discuss the manager’s role in it
400.4.5   Learn how to recognize empowered employees and know how to avoid empowerment traps
400.4.6   Discuss the issues in the continuum of employee involvement-empowerment-enlistment

400.5   Quality and the Customer
400.5.1   Define a customer and understand the customer-defined quality
400.5.2   Identify the needs of external and internal customers
400.5.3   Learn how to communicate with customers and know how to use customer feedback to make product design improvements
400.5.4   Learn how to improve customer satisfaction and retention, and know the steps in conducting customer-value analysis
400.5.5   Learn how to establish a customer focus and discuss the characteristics required of a customer-driven organization
400.5.6   Discuss issues in customer loyalty, present a customer loyalty model, and compare customer loyalty with customer profitability
400.5.7   Learn how to treat customers as innovation partners in the product design and development process

400.6   Quality Systems and Standards
400.6.1   Define International Standards Organization (ISO) 9000 documentation standards
400.6.2   Discuss the ISO 9000 quality management system
400.6.3   Define the ISO 14000 environmental documentation standards
400.6.4   Discuss the ISO 14000 environmental management system standards
400.6.5   Discuss the U.S. Malcolm Baldrige National Quality Award
400.6.6   Discuss the Six-Sigma model, including its implementation
400.6.7   Discuss the Six-Sigma players (e.g., Green Belt and Black Belt)

400.7   Partnerships for Quality
400.7.1   Discuss the partnering model along with benefits of partnering
400.7.2   Discuss the issues in internal partnering
400.7.3   Discuss the issues in partnering with suppliers
400.7.4   Discuss the issues in partnering with customers
400.7.5   Discuss the issues in partnering with potential competitors

400.8   Quality Control and Quality Engineering
400.8.1   Discuss statistical process control (SPC) in terms of variation of outputs and control charts
400.8.2   Apply the SPC methods to quality for measuring variables and attributes
400.8.3   Define process capability
400.8.4   Define quality engineering

400.9   Service Quality
400.9.1   Discuss quality in services, including its determinants
400.9.2   Discuss service recovery issues

400.10   Quality Culture
400.10.1   Distinguish between quality culture and traditional culture
400.10.2   Learn how to activate cultural change, including changing the leaders
400.10.3   Understand how to lay the groundwork for a quality culture
400.10.4   Learn how to counteract resistance to cultural change
400.10.5   Understand how to establish and maintain a quality culture

400.11   Process Strategy
400.11.1   Define a process strategy across an organization
400.11.2   Discuss major process-decisions, such as process structure, customer involvement, resource flexibility, and capital intensity
400.11.3   Understand the process structure in service firms
400.11.4   Understand the process structure in manufacturing firms
400.11.5   Discuss the advantages and disadvantages of customer involvement in a process
400.11.6   Discuss the resource flexibility in a process in terms of workforce and equipment
400.11.7   Discuss the capital intensity in a process resulting from automation and economies of scope
400.11.8   Discuss the strategic fit of major process-decisions for service and manufacturing processes
400.11.9   Discuss the strategies for change, such as process reengineering and process improvement

400.12   Process Analysis
400.12.1   Discuss the major steps in a process analysis from identifying opportunities to implementing changes
400.12.2   Understand how to document a process using flowcharts, service blueprints, and process charts
400.12.3   Understand how to evaluate the performance of a process using data analysis tools, data snooping tools, and simulation
400.12.4   Understand how to redesign a process using brainstorming and benchmarking techniques
400.12.5   Learn how to manage a process
400.12.6   Learn how to improve a process

400.13   Continuous Improvement
400.13.1   Discuss the rationale for continual improvement and the management’s role in it
400.13.2   Identify the essential improvement activities and discuss the organizational structure and the scientific approach for quality improvement
400.13.3   Learn how to identify improvement needs and know how to develop improvement plans
400.13.4   Discuss the standard strategies that can be used to improve business processes on a continual basis
400.13.5   Discuss the kaizen approach for continual incremental improvement, including its tools, checklists, and action steps
400.13.6   Discuss the Theory of Constraints to improve continually
400.13.7   Discuss the cause-and-effect diagram with the addition of cards (CEDAC) approach to continual improvement

400.14   Ethics and Quality
400.14.1   Relate ethics to quality management
400.14.2   Understand the ethical issues in obtaining customer information from the Internet

400.15   Law and Quality
400.15.1   Distinguish between product liability and strict liability, including negligence and fault
400.15.2   Identify and describe defects in manufacture and design, failure to warn, and defects in packaging
400.15.3   Describe the defenses available and the damages recoverable in a product and strict liability lawsuit

400.16   International Issues
400.16.1   Explain the international cultural issues related to quality
400.16.2   Discuss issues related to global partnering


CBM Module 500 – Human Resources Management

500.1   Human Resources Strategies
500.1.1   Define human resource (HR) management
500.1.2   Identify the HR management functions
500.1.3   Identify the external environmental factors that affect HR management
500.1.4   Explain who performs HR management tasks
500.1.5   Explain the need for the HR manager to be a strategic partner
500.1.6   Describe the metrics for human capital management
500.1.7   Describe the various HR job classifications, including executives, generalists, and specialists
500.1.8   Describe the evolution of HR management
500.1.9   Explain the evolving HR organization
500.1.10   Explain a firm’s strategic planning process and the HR planning process
500.1.11   Describe forecasting HR requirements and availability and how databases can assist in matching internal employees to positions
500.1.12   Identify what a firm can do when either a shortage or a surplus of workers exists
500.1.13   Explain downsizing and succession planning in today’s environment
500.1.14   Explain the importance of a HR information system

500.2   Employee Recruitment, Training, and Development
500.2.1   Explain why job analysis is a basic HR tool and explain the reasons for conducting job analysis
500.2.2  Describe the types of information required for job analysis and describe various job analysis methods
500.2.3   Identify who conducts job analysis and describe the components of a job description
500.2.4   Explain the timeliness of job analysis and conduct job analysis for team members
500.2.5   Describe some important job design concepts
500.2.6   Define recruitment and explain alternatives to recruitment
500.2.7   Explain the external environment of recruitment and describe how promotion policies influence recruitment
500.2.8   Describe the recruitment process
500.2.9   Describe the internal recruitment methods
500.2.10   Explain the external recruitment sources
500.2.11   Describe the online recruitment methods
500.2.12   Identify the traditional, external recruitment methods
500.2.13   Describe an applicant tracking system
500.2.14   Describe how recruitment methods and recruitment sources are tailored to each other
500.2.15   Explain the recruitment process for diversity management
500.2.16   Explain the significance of employee selection
500.2.17   Identify the environmental factors that affect the employee selection process
500.2.18   Describe the employee selection process
500.2.19   Explain the importance of the preliminary interview
500.2.20  Explain the advantages and potential problems of using selection tests
500.2.21   Describe the characteristics of properly designed selection tests
500.2.22   Explain the types of validation studies, describe the types of employment tests, including online testing and the use of assessment center
500.2.23   Explain the importance of the employment interview and describe the general types of interviewing
500.2.24   Describe the various methods of interviewing and potential interviewing problems
500.2.25   Explain the use of pre-employment screening, including background investigations, reference checks, negligent hiring, and negligent referral
500.2.26   Describe the selection decision, the medical examination, and notification of candidates
500.2.27   Explain the metrics for evaluating recruitment and selection effectiveness
500.2.28   Define training and development (T&D)
500.2.29   Explain the factors influencing the T&D
500.2.30   Describe the T&D process
500.2.31   Describe the various T&D methods
500.2.32   Describe the T&D delivery systems
500.2.33   Describe management development, mentoring, and coaching
500.2.34   Define orientation and describe the executive orientation concept of onboarding
500.2.35   Identify special training areas, such as diversity, language, ethics, telecommuter, customer service, conflict resolution, teamwork, empowerment, remedial, and anger management
500.2.36   Discuss the problems in implementing the T&D programs
500.2.37   Explain the metrics for evaluating the effectiveness of T&D programs
500.2.38   Define organizational development (OD) and describe the various OD techniques

500.3   Employee Performance Management
500.3.1   Define performance management and describe the importance of it
500.3.2   Define performance appraisal and identify the use of performance appraisal
500.3.3   Discuss the environmental factors that affect performance appraisal
500.3.4   Discuss the performance appraisal process
500.3.5   Identify the various performance criteria that can be established
500.3.6   Identify who may be responsible for performance appraisal and the performance period
500.3.7   Identify the various performance appraisal methods used
500.3.8   List the problems that have been associated with performance appraisal
500.3.9   Explain the characteristics of an effective appraisal system
500.3.10   Explain how the appraisal interview should be conducted

500.4   Workforce Diversity Management
500.4.1   Describe the projected future diverse workforce
500.4.2   Describe diversity and diversity management, and explain the various components of the present diverse workforce, such as dual-career family, single parents, working mothers, women in business, workers of color, older workers, people with disabilities, immigrants, and education and skill level of employees
500.4.3   Describe the purpose of the Equal Employment Opportunity Commission (EEOC)
500.4.4   Explain the purpose of the Uniform Guidelines on Employee Selection Procedures
500.4.5   Describe the concepts of disparate treatment and adverse impact
500.4.6   Describe the Uniform Guidelines related to sexual harassment, national origin, and religion
500.4.7   Explain the affirmative action as required by the U.S. Presidential Executive Orders 11246 and 11375
500.4.8   Describe the affirmative action programs

500.5   Internal Employee Relations
500.5.1   Define internal employee relations
500.5.2   Explain the concept of employment-at-will
500.5.3   Explain discipline and disciplinary action
500.5.4   Describe the disciplinary action process, discuss the various approaches to disciplinary action, and describe the problems in the administration of disciplinary action
500.5.5   Explain how grievance handling is conducted in a union firm and in a non-union firm
500.5.6   Explain the use of ombudspersons
500.5.7   Describe termination and describe how termination conditions may differ with job types, such as non-managerial and non-professional employees, executives, middle-level managers, lower-level managers, and professionals
500.5.8   Describe demotion as an alternative to termination
500.5.9   Describe transfers, promotions, resignations, and retirements as factors involved in internal employee relations

500.6   Employee Benefits and Compensation
500.6.1   Define benefits to employees as an indirect financial compensation
500.6.2   Describe mandated benefits to employees
500.6.3   Describe the various discretionary benefits to employees
500.6.4   Describe customized benefit plans as a cafeteria compensation
500.6.5   Explain premium pay
500.6.6   Describe the components of nonfinancial compensation
500.6.7   Describe the job itself as a nonfinancial compensation factor and job characteristics theory
500.6.8   Describe the job environment as a nonfinancial compensation factor
500.6.9   Describe the workplace flexibility (work-life balance) factors
500.6.10   Describe the concepts of severance pay, comparable worth, pay secrecy, and pay compression
500.6.11   Define compensation and describe the various forms of compensation
500.6.12   Define financial equity and explain the concept of equity in direct financial compensation
500.6.13   Identify the determinants of direct financial compensation
500.6.14   Describe the organization as a determinant of direct financial compensation
500.6.15   Describe the labor market as a determinant of direct financial compensation
500.6.16   Explain how the job is a determinant of direct financial compensation
500.6.17   Define job evaluation and describe the major traditional job evaluation methods
500.6.18   Describe job pricing concept
500.6.19   Identify factors related to the employees that are essential in determining direct financial compensation
500.6.20   Describe the various types of pay plans, such as team-based pay, company-wide pay plans, professional employee compensation, sales representative compensation, and contingency worker compensation
500.6.21   Explain the various elements of executive compensation

500.7   Employee Health, Safety, and Security
500.7.1   Describe the nature and role of safety and health
500.7.2   Describe the economic impact of safety and explain the focus of safety programs in business operations
500.7.3   Describe the consequences of repetitive stress injuries
500.7.4   Explain the purpose of ergonomics
500.7.5   Explain the effects of workplace and domestic violence on businesses
500.7.6   Describe the nature of stress and means of managing stress
500.7.7   Explain employee burnout with its consequences
500.7.8   Describe the purposes of employee wellness programs
500.7.9   Describe the importance of employee physical fitness programs
500.7.10   Explain substance abuse and describe substance-abuse-free workplaces
500.7.11   Describe employee assistance programs
500.7.12   Describe the impact of smoke-free workplaces

500.8   Labor Unions and Collective Bargaining
500.8.1   Describe the broad objectives that characterize the labor movement as a whole and describe organized labor’s strategies for a stronger movement
500.8.2   Explain the reasons why employees join unions and describe the basic structure of the union
500.8.3   Define collective bargaining; identify steps involved in establishing a collective bargaining relationship
500.8.4   Describe the collective bargaining process and explain the psychological aspects of collective bargaining
500.8.5   Describe the various factors involved in preparing for labor union negotiations
500.8.6   Explain the typical bargaining issues and describe the process of negotiating the union agreement
500.8.7   Identify ways to overcome breakdown in union negotiations
500.8.8   Describe what is involved in ratifying and administering the union agreement
500.8.9   Explain the union decertification process

500.9   Law and Human Resources
500.9.1   Understand the laws affecting equal employment opportunity
500.9.2   Understand the nature of Workforce Investment Act
500.9.3   Understand the legal implications of employee performance appraisal
500.9.4   Understand the laws affecting employee compensation
500.9.5   Explain the impact of health care legislation
500.9.6   Explain the role of the U.S. Occupational Safety and Health Administration (OSHA)
500.9.7   Understand the Drug-Free Workplace Act of 1988
500.9.8   Discuss the role of the U.S. Federal Labor Relations Authority (FLRA)
500.9.9   Understand the nature and types of U.S. labor union laws
500.9.10   Understand the laws affecting job analysis

500.10   Ethics and Human Resources
500.10.1   Define ethics at work and understand the model of ethics
500.10.2  Explain the attempts at legislating ethics
500.10.3   Understand the importance of a code of ethics and describe the HR ethics

500.11   International Issues
500.11.1   Describe the evolution of global business and global HR management
500.11.2   Explain global staffing with its types and approaches
500.11.3   Describe global HR development
500.11.4   Explain global compensation
500.11.5   Describe global safety and health
500.11.6   Explain global employee and labor relations
500.11.7   Describe political and legal factors affecting the global HR management
500.11.8   Explain bribery, equal employment opportunity, and virtual teams in a global environment

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