About This Blog

A QualitEvolution is intended to capture positions and experiences as a participant in the evolution of the Quality profession into the 21st century. From its origins as the brainchild of Corporate Industrial Statisticians, our profession has transformed and evolved to incorporate and adapt to the demands and expectations of our modern existence.

The scope of the subject matter within A QualitEvolution extends to the furthest ranges of quality, business transformation, management science, and quality issues especially pertinent to the members of ASQ in Canada.

Thursday, April 18, 2013

New Body of Knowledge - Synthesis of Existing ASQ Offerings

In the latest View from the Q from Paul, the position is taken that Service Quality comprises such a significant and distinct set of practices that it merits a distinct Body of Knowledge from which to base proficiency and professional attainment.  The ASQ Service Quality Division has advanced this cause by preparing a SQBOK Framework for review, along with levels of mastery required for each role or participant in the Service Quality workflow.

ASQ has been advancing the intellectual cause of Quality since 1946, and in those many decades several detailed and descriptive Bodies of Knowledge have been established, each with usable content.

As a member of the Quality Management Division's Technical Committee for Finance and Governance, I reviewed several of these existing ASQ Bodies of Knowledge to derive those individual subject areas pertinent to the advancement of Finance and Governance, the results of which are shown below.  I believe that if a similar approach is taken to synthesize elements from existing Bodies of Knowledge into the Service Quality framework (Customer Market Focus, Employee Focus, Communication, Service Delivery, etc.), the outcome will be more effective, more aligned with the format and style of existing ASQ Bodies of Knowledge, and more readily accepted.  I am a member of the Service Quality Division, and willing to volunteer for this initiative if the leadership is inclined to avail themselves of my services.

BOK Source Body of Knowledge Area Body of Knowledge Details
CQE Cost of Quality (COQ) Identify and apply COQ concepts, including cost categories, data collection methods and classification, and reporting and interpreting results. (Analyze)
CMQOE Cost of quality (COQ) Define and distinguish between prevention, appraisal, internal, and external failure cost categories and the impact that changes in one category will have on the others. (Evaluate)
CSSBB Business processes and systems  Describe the relationship among various business processes (design, production, purchasing, accounting, sales, etc.) and the impact these relationships can have on business systems. (Understand)
CSSBB Six sigma and Lean applications Describe how these tools are applied to processes in all types of enterprises: manufacturing, service, transactional, product and process design, innovation, etc. (Understand)
MBB Strategic plan development Describe strategic planning tools and methods (hoshin kanri, SWOT, PEST, etc.) and their utilization in developing enterprise planning. (Apply)
MBB Deployment of six sigma systems Describe the following key deployment elements: Governance, Assessment, Resource planning, Resource development, Execution, Measure and improve the system. (Apply)
CMQOE Stakeholder analysis Identify and differentiate the needs of various stakeholders to ensure alignment with the organization's strategic objectives. (Analyze)
MBB Stakeholder engagement Describe to how to engage stakeholders. (Apply)
CMQOE Internal capability analysis Describe the effects an organization's internal capabilities (e.g., human resources, capacity, operational capabilities, etc.) can have on strategy formation. (Understand)
CMQOE Legal and regulatory factors Define and describe legal and regulatory factors that can influence strategy formation. (Understand)
CSSBB Organizational roadblocks Describe the impact an organization’s culture and inherent structure can have on the success of Six Sigma, and how deployment failure can result from the lack of resources, management support, etc.; identify and apply various techniques to overcome these barriers. (Apply)
CMQOE SWOT analysis Analyze an organization's strengths, weaknesses, opportunities, and threats, and develop and prioritize actions to take as a result. (Analyze)
CMQOE Resource allocation and deployment Evaluate current resources to ensure they are available and deployed in support of strategic initiatives. Identify and eliminate administrative barriers to new initiatives. Ensure that all stakeholders understand the plan and have the skills necessary to carry out their responsibilities. Identify advocates/cheerleaders for the plan and assign them initial activities and leadership roles. (Evaluate)
CMQOE Organizational performance measurement Design and use performance measures to drive and monitor organizational performance, and evaluate the results in relation to the plan. (Create)
CMQOE Interdependence of functional areas  Describe the interdependence of an organization's departments or functional areas such as human resources (HR), engineering, sales, marketing, finance, research and development (R&D), purchasing, information technology (IT), logistics, production, service, etc. (Understand)
CMQOE Risk management Describe and use basic techniques for risk identification, control, and mitigation. (Apply)
CMQOE Project management tools Use benefit-cost analysis, potential return on investment (ROI), estimated return on assets (ROA), net present value (NPV), internal rate of return (IRR), portfolio analysis, risk assessment, etc., to analyze project risk, feasibility, and priority. (Analyze)
CMQOE Measure and monitor project activity  Use tools such as cost variance analysis, milestones, actual vs. planned budgets, etc., to monitor project activity against project plan. (Evaluate)
CMQOE Lean tools  Identify and apply lean tools and processes such as cycle-time reduction, 5 Ss, just-in-time (JIT), kanban, value streams, etc. (Understand)
CMQOE Theory of constraints (TOC) Define key concepts of TOC including local vs. system optimization, physical vs. policy constraints, throughput, etc., and classify various types of constraints such as finite resources, increased expectations, etc. (Understand)
CMQOE Financial management Read, interpret, and use various finance tools including income statements, balance sheets, product/service cost structures, etc. Manage budgets, calculate return on investments (ROI) or assets (ROA), and use the language of cost/profitability to communicate with senior management. (Analyze)
MBB Project cash flow Develop a project cash flow stream. Describe the relation of time to cash flow and difficulties in forecasting cash flow. (Analyze)
MBB Sarbanes-Oxley (SOX) Act Understand the requirements for financial controls dictated by SOX. (Understand)
MBB Executive leadership roles  Describe the roles and responsibilities of executive leaders in the deployment of six sigma in terms of providing resources, managing change, communicating ideas, etc. (Analyze)
MBB Governance methods and tools Develop governance documents, tracking tools, and other methodologies that will support project success. (Create)
MBB Performance measurement  Design a system for measuring project and portfolio performance. (Create)
MBB Budgets and forecasts Assess and explain budget implications, forecasting, measurement, monitoring, risk analysis, and prioritization for portfolio level projects. (Evaluate)
MBB Costing concepts Define the concepts of hard and soft dollars and use cost of poor quality tools, activity-based costing, and other methods to assess and prioritize portfolios. (Apply)
MBB Project identification Facilitate working sessions to identify new project opportunities that can be prioritized. (Apply)
MBB Project qualification Determine the elements of a well-defined project (i.e., business case), the process for approving these projects, and tools used in project definition (QFD, process maps, value stream maps, FMEA, CTx (critical to … customer, … design, … quality), etc. (Apply)
MBB Financial measures Define and use financial measures, including revenue growth, market share, margin, cost of quality (COQ), net present value (NPV), return on investment (ROI), cost-benefit analysis, activity-based cost analysis and breakeven time performance etc. (Analyze)
CSSBB Financial measures  Define and use financial measures, including revenue growth, market share, margin, cost of quality (COQ), net present value (NPV), return on investment (ROI), cost-benefit analysis, etc. (Apply)
MBB Business performance measures  Describe various business performance measures, including balanced scorecard, key performance indicators (KPIs), and the financial impact of customer loyalty; and describe how they used for project selection, deployment, and management. (Analyze)
CSSBB Business performance measures  Define and describe various business performance measures, including balanced scorecard, key performance indicators (KPIs), the financial impact of customer loyalty, etc. (Understand)
MBB Topics for Performance-based Section of Certified Master Black Belt (MBB) Essay Responses in Two Phases — 2 Hours (40% of Total Score) Apply project selection criteria to select and prioritize potential six sigma projects using strategic planning tools, immediate- and long-term business goals, executive-level directives, risk analysis results, etc. Develop and deliver formal presentations that support the project selection process, identify progress, explain its status at conclusion, etc.
MBB Topics for Performance-based Section of Certified Master Black Belt (MBB) Essay Responses in Two Phases — 2 Hours (40% of Total Score) Develop and manage the scope, schedule, cost, and risk of six sigma projects using various project management tools to ensure proper monitoring, milestone achievement, and project success. Recognize when intervention steps must be taken to bring a project back on track or terminate it based on analysis of internal or external events.
CMQOE Topics for the Constructed-Response (Essay) Portion of the Manager of Quality/Organizational Excellence Exam Demonstrate management abilities in human resources, financial, risk, and knowledge management applications. Use effective communication methods in various situations to support continuous improvement efforts. Select and use appropriate tools and methodologies to plan, implement, and evaluate projects. Develop, deploy, and evaluate quality plans that can be used throughout the organization. Evaluate and recommend appropriate quality models or systems to implement in various situations.

1 comment:

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