the followimg is an outline of the topics that body of knowlege of quality manager.
1.quality standards
A.total quality management
B.continuous process improvement
C.cycle time reduction
D.supplier management
E.customer service
F.quality award/quality standards criteria
2.organizations and their functions
A.organizational assessment
B.organizational structres
C.quality functions within the organization
D.communication within the organization
E.chang agents and their effects on organizations
F.management styles
G.business functions
>external:safety,legal and regulatoty,product liability,environment,technology,process
>interal:human resources,emgineering,sales and marketing,finance,R&D,purchasing
3.quality needs and overall strategic plans
A.linkage beteen quality function needs and overall strategic plan
B.linkage beteen strategic plan and quality plan
C.theory of variation
D.quality function mission
E.priority of quality function within the organization
F.metrics and goals that drive organizational performance
G.formulation of quality principles and policies resource
H.reource requirements to manage the quality function
4.customer satisfaction and focus
A.types of customer
B.elements of customer-driven organizations
C.customer expectations,priorities,needs,and voice
D.customer relations,management and commitment
E.customer identification and segmentation
F.partnership and alliances between customer and suppliers
G.communication techniques
H.multiple-customer management and conflict resolution
I.customer retention/loyalty
5.project management
A.planning
>integrated quality initiatives
>short-and long-term quality plans and objectives
>feedback loops
>performance measures
