Jan 2016 Exam Focus

tanbc

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.