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. |
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