entitlements included with the product.The definitive guide to organizational excellence--completely updatedFully revised for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/QE) Body of Knowledge, The Handbook for Quality Management: A Complete Guide to Operational Excellence, Second Edition offers in-depth guidance oneffectively applying the principles of quality management in today's business environment and delivering superior results. Designed to help you prepare for and pass the ASQ CMQ/QE exam, this authoritative volume also serves as an essential on-the-job reference.Coverage includes:Business-integrated quality systemsOrganizational structuresThe quality functionApproaches to qualityCustomer-focused organizationsIntegrated planningStrategic planningUnderstanding customer expectations and needsBenchmarkingOrganizational assessmentProcess controlQuantifying process variationQuality auditsSupply chain managementContinuous improvementEffective change managementSix Sigma methodology, including detailed descriptions of the DMAIC and DMADV approachesManagement of human resourcesMotivation theories and principlesManagement stylesResource requirements to manage the quality functionOver the past 40 years, the quality managementdiscipline has undergone steady evolution from disparate quality assurance efforts to strategic, business-integrated functions. Today's quality manager must be able to plan and implement measurable, cost-effective process-improvement initiatives across the organization.Written by two of the foremost authorities on the subject and fully updated for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge, The Handbook for Quality Management, Second Edition provides an operational guide to the properunderstanding and application of quality managementin the current business environment. It serves as a primary reference source for an organization's quality program and for anyone seeking to pass the CMQ/OE exam, given by the ASQ.The Handbook for Quality Management: A Complete Guide to Operational Excellence, Second Edition:Clearly defines quality management principles and their application within a cross section of industriesIntegrates the application of Theory of Constraints, Six Sigma, and Lean thinking into the Quality ManagementdisciplineContains detailed methods for planning, including customer needs recognition, benchmarking, and organizational assessmentsDiscusses controls such as statistical process control, audits, and supply chain managementExplains the stages of continuous improvementIncorporates classic motivation theory with more current management practices advocated by Joiner, Senge, and Deming, among othersFeatures simulated and past exam questions to help you study for the ASQ CMQ/OE exam with answers that can be found at www.mhprofessional.com/HQM2

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