quality management

answer 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 2 Development History Quality and Quality Standards 2.1 Quality theory 2.2 Dominant theory of quality 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 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 8 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 The management initiative designed to move decision making to the lowest level in the organization is called: just-in-time management reengineering total quality management empowerment proactive management 1 point Which of the following is not an implicit promise that accompanies empowerment? * you will have greater control over your own work management will concede more control over company systems to you management is committed to quality improvements over the long haul labor is capable of decision making concerning its own jobs and company processes you will only be penalized for making decisions that don't pan out 1 point According to the situational leadership model, if emotional support is high and guidance is low the most appropriate leadership style is: * supervising delegating tiling participating selling