Chapter II Basic Principles and General Requirements of Quality Management
Chapter 3 The Core Process of Quality Management System
Chapter IV Internal Audit and Certification of Quality Management System
Review thinking questions
Chapter V Overview of Quality Awards
learning target
5. 1 Malcolm Baldrige National Quality Award, USA
5.2 European Quality Award
5.3 Japan Deming Quality Award
5.4 Comparison of Baldrige Award, European Quality Award and Deming Quality Award
5.5 China National Quality Award
5.6 Comparison between "Excellent Performance Standard" and "Baldrige Award Standard"
Summary of this chapter
Key concepts
Chapter VI Customer Satisfaction Management
Review thinking questions
learning target
6. 1 Customer demand and classification
6.2 Customer Satisfaction and Customer Satisfaction Management
6.3 Customer Satisfaction and Measurement
6.4 Customer Satisfaction and Customer Loyalty
6.5 Effective customer complaint management
Summary of this chapter
Key concepts
Review thinking questions
Chapter VII Quality Function Deployment (QFD)
learning target
7. 1 Origin and development of quality function deployment
7.2 Quality Function Deployment Theory
7.3 HOQ technology
7.4 QFD method application case
Summary of this chapter
Key concepts
Review thinking questions
Chapter VIII Supplier Management
learning target
8. 1 the rise of "outsourcing" strategy
8.2 Selection and evaluation of suppliers
8.3 Supplier Quality Control Methods
8.4 Supplier Management and Development
8.5 Supplier Management Case
Summary of this chapter
Key concepts
Review thinking questions
Chapter IX Quality Cost Management
learning target
9. 1 Overview of quality cost
9.2 Organization and responsibilities of quality cost management
9.3 Collection of quality cost
9.4 Accounting of Quality Cost
9.5 Research on Quality Loss Cost Analysis Method
9.6 Suggestions on quality cost management manual and program document framework
Summary of this chapter
Key concepts
Review thinking questions
Chapter 10 Quality Improvement
learning target
Have a basic understanding of quality improvement
10.2 quality improvement process and tools
10.3 pdsa and 8D quality improvement methods
10.4 six sigma method
10.5 conditions for continuous quality improvement
10.6 example analysis of quality improvement in Shengli company
Summary of this chapter
Key concepts
Review thinking questions
Chapter 1 1 Common statistical methods for non-digital data
learning target
1 1. 1 questionnaire
1 1.2 causality diagram
1 1.3 Flowchart
1 1.4 transverse comparison method
1 1.5 brainstorming method
1 1.6 system diagram
1 1.7 related diagram
1 1.8 kilojoule method
L 1.9 matrix diagram method
1 1. 10 PDPC method
Summary of this chapter
Key concepts
Review thinking questions
Common statistical methods of 12 digital data
learning target
12. 1 layered method
12.2 histogram method
12.3 scatter plot method
12.4 Pareto diagram method
12.5 vector diagram method
12.6 matrix data analysis method
Summary of this chapter
Key concepts
Review thinking questions
refer to
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