CSQP candidates are introduced to continuous improvement concepts by learning to take a process oriented approach in identifying opportunities for improvement in our everyday workplace.

Prerequisite Course: N/A

Exam Format: 90 questions, multiple choice

Passing Grade: 70%

Exam Time: 120 minutes

Approximate Study Time: 40 - 60 hours

Enrollment Period: 1 year

  • 1

    Chapter 1: Introduction

    • 1.1 Purpose

    • 1.2 The Significance of CSQA
  • 2

    Chapter 2: Service

    • Chapter Overview

    • 2.1 Introduction to Service

    • 2.2 Customer Service

    • 2.3 Service Economics

    • 2.4 Service Quality

    • 2.5 Creating Customer Service Value

    • 2.6 Customer Value Management

    • 2.7 Service Oriented Process: Design and Improvement

    • Chapter 2 Summary

    • Chapter 2 Quiz
  • 3

    Chapter 3: Lean Six Sigma

    • Chapter Overview

    • 3.1 Introduction to Lean Six Sigma

    • 3.2 Components of Process Improvement Project Initiatives

    • 3.3 Adopting Concepts for Improving Service

    • Chapter 3 Summary

    • Chapter 3 Quiz
  • 4

    Chapter 4: DMAIC

    • Chapter Overview

    • 4.1 Define

    • 4.2 Measure

    • 4.3 Analyze

    • 4.4 Improve

    • 4.5 Control

    • 4.6 Beyond DMAIC - Design for Six Sigma

    • Chapter 4 Summary

    • Chapter 4 Quiz
  • 5

    Chapter 5: Putting It All Together

    • Chapter Overview

    • 5.1 Getting Started with Process Improvement

    • 5.2 DMAIC In Action

    • 5.3 Common Implementation Challenges

    • 5.4 Selecting and Tracking Projects

    • 5.5 What's Next?

    • 5.6 Career Planning

    • Chapter 5 Quiz