ASQ Updated CMQ-OE Exam Questions and Answers by kylian

Benchmarking is a valuable tool for organizations to assess their performance and identify areas for improvement. Among the different types of benchmarking, functional benchmarking focuses on comparing similar processes across different industries. It allows organizations to learn from best practices and adapt successful approaches from other sectors to their own processes. By analyzing how similar functions are performed elsewhere, organizations can gain insights, identify opportunities for improvement, and enhance their own processes1.

References: 1: ASQ Resources: What is Benchmarking? 1.

 Ship-to-stock (STS) systems are used to streamline the transfer of goods between ships. Let’s break down the key phases:

• Candidacy: This stage includes all the preparations required before approaching the port of operation. It involves obtaining permission from local authorities, creating a Joint Plan of Operation based on risk assessment, considering environmental conditions, available water space, communication, crew training, vessel size, and cargo risk factors. Ballasting/deballasting operations are also completed during this stage.
• Qualification: During the approach and mooring stage, detailed calculations are conducted considering environmental conditions, vessel size, and arrangements. Controlled speed and effective use of available means (such as tug boats, line boats, and fenders) are essential for safe berthing. An officer experienced in STS operations should be appointed to control the conduct of the operation.
• Maintenance: Once the berthing phase begins, the “Guide” vessel (usually the larger ship) steers the “Lightering Course” at steady revs to maintain the “lightering speed.” Yokohama fenders are used, and STS procedures must be thoroughly understood aboard both ships by the Master.

In summary, the STS system involves careful planning, safe berthing, and effective control to ensure successful cargo transfer between ships.

References:

• Procedures: Step-by-step stages of a proper STS transfer1.
• STS Operation (Ship to Ship Transfer Operations) | Marine Teacher2.
• The ASQ Certified Manager of Quality/Organizational Excellence Handbook3.

 In the norming stage, team members have resolved initial conflicts and are now working together more harmoniously. They have established norms, roles, and responsibilities. The team develops a sense of cohesion, trust, and mutual respect. Communication improves, and team members actively collaborate to achieve their objectives. They are optimistic about their progress and demonstrate a positive attitude. Defensiveness and competition are less prevalent during this stage1.

References:

• ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge (BoK) 1.

Organizational excellence involves establishing an internal framework of standards and processes to engage and motivate employees in delivering products and services that meet customer requirements within business expectations. To achieve this, organizations must develop a clear service strategy. A service strategy outlines how the organization will provide exceptional service, aligning with its goals, values, and customer needs. It encompasses decisions related to service design, delivery, customer interactions, and continuous improvement. By defining a robust service strategy, organizations can set the foundation for consistently superior performance and exceed customer expectations2.

References:

• ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fourth Edition (Page 1)
• ASQ Organizational Excellence Resources