- Quality Gurus:
- know the major contributions of Deming, what is meant by profound knowledge, the 14 points and areas of controversy among U.S. managers, and the 7 deadly sins
- know the three aspects of Juran's trilogy and how his philosophy for improvement differed from that of Deming
- what are the major theoretical contributions of Kaoru Ishikawa
- know the major contribution of Crosby, his emphasis on motivation, and his concept of absolutes
- know the 3 primary contributions of Feigenbaum and his 3 steps to quality
- how did Harrington's focus differ from that of the other quality management leaders, know the 5 step process for quality improvement
- know what is meant by the Taguchi loss function and what is meant by process capability

- Quality Standards and Awards
- know the seven categories of the Baldridge criterion and what is needed for each
- what is the history of the Deming award, how does it differ from Baldridge
- what is the purpose of ISO 9000:2000 certification

- Leaders and Strategy
**know the difference between effectiveness and efficiency****know the 5 critical elements for managing complex change****know the leading practices for leaders**- be able to identify and discuss the primary dimensions of leadership
- know the components of strategy
- know what is meant by SWOT analysis; how does it fit into the strategic planning process
- be able to describe the foced choice model for strategic planning
- given appropriate numbers, be able to compute appraisal and prevention cost ratios and suggest some strategies for improvement
- know what is meant by policy deployment and "catchball"

- Voice of the Customer
- be able to describe Noriaki Kano's satisfiers, dissatisfiers, and exciters
- be able to list some of the active/passive methods for obtaining customer input
- be able to list/discuss best principles (practices) in obtaining the voice of the customer
- be able to describe the steps of the benchmarking process
- be able to discuss what is meant by quality function deployment

**
Customer Focus**

~~B~~~~e able to describe the process associated with quality function
deployment.~~

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Be able to describe the steps for the benchmarking process; know the
pros and cons for benchmarking.~~

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Be able to briefly describe the Deming funnel experiment; know how
each of the 4 rules relate to different management practices.~~

Be able to describe what is meant by poka yoke and be able to give an example.

Quality Tools

Be able to describe each of the Magnificent 7 tools for managing quality;

process maps,

check sheets,

histograms,

pareto analysis,

cause and effect diagrams,

scatter plots,

control charts.

Be able to describe the following management tools for quality improvement;

Affinity diagrams

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~~~~Interrelationship Digraph~~

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Tree diagram~~

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Matrix diagram ~~

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Process Decision Program chart~~

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Activity Network diagram~~

Be able to describe force field analysis (radar chart).

Be able to describe what is meant by Jidoka; be able to give an example of an andon board.

Given a process mean, standard deviation, and specification limits, be able to determine the process capability.

Control Charts

be able to use a control chart to determine special causes of variation
and shifts in common cause variation

understand and be able to use sensitizing rules for detecting
our-of-control patterns (shifts in the process).

know when to use X-bar/R charts, X-bar/S charts, and Q-sum charts

given summary data for a data set, be able to determine upper and lower
control limits for an X-bar chart, and R chart, and/or an S chart.

- Given summary information be able to compute the mean time between failures (MTBF) or mean time to failure (MTTF).
- Given a simple components chart (parallel or series) be able to compute the reliability of the overall system.
- Be able to list and discuss the primary steps of the six sigma process.
- Given a specific loss for a measurement x, be able to estimate the constant for Taguchi's loss function.
- Given the parameters for Taguchi's loss function, be able to compute the expected loss for a given process.
- Control Charts
- given summary data for nonconforming data, be able to determine the center line and upper and lower control limits for a p chart or np chart.
- given summary data for nonconforming data with varying sample sizes, be able to determine the upper and lower control limits for a specific sample.
- given summary data for the number of defects in samples, be able to determine the center line and upper and lower control limits for a C chart.
- given summary data for the number of defects in samples of varying sample sizes, be able to determine the upper and lower specification limit for a specific sample.
- given a scenario for a process and a sampling plan, be able to recommend an appropriate control chart for the process.