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Quality Management

Knowledge of quality management methods, tools, and techniques used to create and support an environment that meets the needs of the organization.

Behavior Statements

Proficiency Level 1 - Basic understanding

Explains the purpose and limitations of quality management.

Defines quality management concepts.

Accesses organizational resources that enable quality management.

Cites examples of organizational quality management initiatives.

Proficiency Level 2 - Working experience

Works with quality assurance methods, tools and techniques.

Adheres to organizational quality management processes and practices.

Uses quality evaluation tools and techniques such as walkthroughs and inspections.

Applies key aspects of continuous improvement processes and evaluates impact on quality.

Utilizes quality indicators relevant to own unit or function.

Proficiency Level 3 - Extensive experience

Communicates key benefits of a quality management process.

Develops quality assurance processes based on Six Sigma, ISO 9000 or Baldrige principles.

Develops expertise in quality assurance tools, techniques, and standards.

Interprets results of quantitative and statistical tools and explains results to others.

Conducts and directs quality reviews.

Develops programs for motivating personnel to meet or exceed quality goals.

Proficiency Level 4 - Subject matter depth and breadth

Consults on quality metrics, practices, guidelines, policies, and procedures.

Directs development of quality guidelines, policies, and procedures.

Works with organization's executives to establish appropriate approach to quality management.

Assesses industry and marketplace for quality management best practices and tools.

Monitors organization and industry experience, and identifies improvement opportunities.

Raises awareness of the impact of quality management on the bottom line.

Interview Questions

  • Tell me about a time that a measurement prompted you to implement quality improvements. What results were seen?
  • What types of quality-related changes/improvements were you responsible for implementing? What was the result or value to the organization?
  • Describe a time that changes in products, services, or business priorities required a change in quality standards. How were these changes communicated and implemented?
  • Tell me about a time that you had to choose a quality measure for your organization. How did you make the decision, and what was the impact of choosing this measure over others?

Titles with Shared Competencies