NEW ASQ Body of Knowledge	Handbook for Quality Management Chapter

I Leadership
1. Organizational development	I B, C
2. Organizational culture	II B
3. ASQ Code of Ethics	VII A
4. Techniques for facilitating/managing organizational change	II E
5. Organizational roadblocks	V B, II E
6. Constraint management	IX
7. Negotiation techniques	VII A
8. Motivation techniques	VII F
9. Conflict resolution techniques	VIIA
10. Employee empowerment	VII F

B. Team Process
1. Types of teams	VII E 1
2. Team formation and evolution	VII E 1
3. Team-building techniques	VII F
4. Team facilitation techniques	VII F 1
5. Team leadership techniques	VII F 2
6. Team performance evaluation	VII F 3
7. Team reward and recognition	VII F 4

II. Strategy Development and Deployment

A. Environmental Analysis
1. Legal and regulatory factors	II G, III A
2. Market forces, industry trends, competitive analysis	III D
3. Stakeholder groups	III F
4. Technology trends and internal capabilities	III H
5. S.W.O.T.	III H
6. Customer/employee surveys and feedback	IV C, D
7. Internal capability analysis	IV C

B. Strategic planning and assessment
1. Strategic planning techniques and models	III A
2. Competitive comparisons and benchmarks	III F
3. Formulating quality policies	III B

C. Deployment
1. Assure integration between strategic and other plans	III B
2. Deploy strategic goals and objectives into operational plans and improvement projects	III B
3. Resource allocation planning activities	III H
4. Metrics and goals that drive organizational performance	III F

III. Quality Management Tools

A. Problem-solving tools
1. The seven quality control tools	VI A 1
2. The seven management and planning tools	VI A 2
3. Root cause analysis, Plan-Do-Check-Act and other, like models	VI A 3
4. Tools for innovation and creativity	I A, VI A
5. Cost of Quality	VI B

B. Measurement: Assessment and Metrics
1. Process goals	I B
2. Trend analysis	VI D
3. Process capability	VI A
4. Reliability and validity	VI E 1
5. Qualitative assessment	VI E
6. Analysis and use of survey results	IV C
7. Benchmarking: internal and external	V A 6

IV. Customer-Focused Organizations

B. Customer relationship management and commitment
1. Determining and assuring customer satisfaction	IV A, C
2. Customer service principles	IV C, D, G
3. Multiple customer management	IV H
4. Customer retention/loyalty	IV I
5. Anticipate customer expectations, priorities, needs	IV C
6. Deploy the voice of the customers	IV D, VI A

V. Supplier Performance

A. Supplier selection strategies and criteria	I D
B. Techniques for communicating requirements to suppliers	I D
C. Techniques for assessment and feedback of supplier performance	I D
D. Supplier improvement strategies	I D
E. Supplier certification programs	I D
F. Partnership and alliance with suppliers	I D, IV F
G. Logistics and supply chain management	I D

VI. Management

A. Principles of Management
1. Principles of management	I
2. Total quality management	I
3. Management styles	II F
4. Organizational structures	II B
5.Business systems and independence of functions	V B
6. Staffing	VII B

B. Communications
1. Communication techniques	II D
2. Information systems	VI A
3. Knowledge management	VIII A

C. Projects
1. Project justification and prioritization techniques	VI B, A, V A
2. Project planning and estimation	VI A, V A
3. Monitor and measure project activity	V B
4. Project documentation and related procedures	VI A

D. The Quality System
1. The quality function mission	III A
2. Quality plan deployment in the organization	III B
3. Review the effectiveness of the quality system	III F

E. Quality Models
1. Malcolm Baldridge National Quality Award Criteria for Performance Excellence	I F
2. ISO 9000	I F
3. Other industry and international standards	I F

VII. Training/Development

A. Alignment with strategic planning and business needs	VIII A
B. Training needs analysis	VIII B
C. Training materials and curriculum development	VIII B
D. Methods of training delivery	VIII E
E. Techniques for evaluating training effectiveness	VIII D