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Discuss how front-line employees are critical to customer assessment of service quality. Identify the challenges faced by front-line employees.

 

Describe the three levels of strategic leadership.

 

In addition to technical quality characteristics, customers have other needs and expectations throughout the life cycle of product purchase and use. Discuss these needs and expectations with respect to the dimensions of product quality as appropriate.

 

Describe the key stages of a team’s life cycle.

 

Identify the four components of a control system. Provide an example in a manufacturing firm to demonstrate each component. Show in your example why long-term improvements cannot be made unless the process is brought under control.

 

Identify four categories of measures that might constitute a Balanced Scorecard of performance measures and provide and an example of each.

 

Explain the life cycle of quality initiatives.

 

Differentiate between an enumerative study and an analytic study. Which type of study is more appropriate for descriptive statistics, hypothesis testing on the population mean, and time-series analysis?

 

Explain what is meant by “Six Sigma quality” with respect to defect expectations.