Title: Jan 2016 Exam Focus [Print this page] Author: tanbc Time: 28-4-2016 11:34 Title: Jan 2016 Exam Focus Jan 2016 Exam Focus
Unit 1
Why is quality function important?
What is total quality management (TQM)?
Unit 2
The roles of quality professionals. Some of the common tasks responsible by a quality function.
The application of customer relationship management (CRM).
How to handle a quality crisis? Understanding customer needs and expectations.
Unit 3
How can HR function contribute to the success of TQM?
Unit 4
Application of tools & techniques to solve quality problems.
Value of statistical training for all employees.
-Some companies mandated statistical tool training for all employees? Is this a good practice?
Unit 5
Change management. The progression of change.
The system & structural changes.
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