quality management

answer all question below

NO. TOPICS & SUB-TOPICS 1 Introduction to Quality 1.1 What is quality? 1.2 Identify assumptions about the quality differences 1.3 Variance function of the quality 1.4 Other assumptions about quality 1.5 Quality concept 1.6 Quality and competition 2 Development History Quality and Quality Standards 2.1 Quality theory 2.2 Dominant theory of quality 3 3 Quality Management Planning 3.1 Strategy content and process strategies 3.2 Leadership in quality 3.3 Quality and ethics 3.4 Quality and strategy 3.5 Quality development (Hoshin Kanri) 3.6 Will quality help improve the business decisions? 4 Voice of Customers 4.1 Towards importance of the customer 4.2 What is the voice of customer? 4.3 Customer Relationship Management 4.4 Obtain customer feedback actively 4.5 Getting feedback on passive 4.6 Managing customer retention 5 Voice of Market 5.1 What is the meaning of the market voice? 5.2 Usage of benchmarking 5.3 Best-in-class benchmark 5.4 Benchmark business processes 5.5 Lead and manage the benchmarking 5.6 Problem with benchmarking 6 Product quality and process design 6.1 Design of products for quality 6.2 Technology in design 7 Designing Quality Services 7.1 The difference between service and manufacturing 7.2 What is the customer service needed? 7.3 SERVQUAL-'GAP' analysis 7.4 Design and repair services transactions 8 Quality Improvement Tools and System Improvement 8.1 'Plan-Do-Check-Act' cycle 8.2 Ishikawa quality tools 8.3 Seven improvement tools 8.4 Various improvement measurement tools 9 Statistical Process Control - Variables 9.1 Basic statistics 9.2 Process control charts 9.3 The concepts of control charts for variables 9.4 Process capability for variables 9.5 Other statistical techniques in Quality Management Statistical Process Control - Attributes 10.1 Types of data 10.2 Understand the control chart for attribute data 10.3 Preparing and interpreting the control chart 10.4 Selecting the right control chart 10 11 Total Quality Management and quality teams 11.1 TQM concept 11.2 Type of groups 11.3 Group implementation 1 point Which of the following is not one of the four stages that are used in the conflict resolution process? * O frustration conceptualization and orientation interaction O consideration outcome The 20% of the causes are known as 1 point the: minutia vital few occasionals essentials hamils 1 point Kaoru Ishikawa was always adamant that we should continually and forever improve the system of production. * True O False 1 point Measuring customer satisfaction is a requirement for organization that embark in TQM . True O False