Quality is not a goal but a strategy
Chapter 1 : Definition of Quality
Final call for organization to pay attention to Quality, why is Quality important?
Quality is customer oriented
Chapter 2 : Customer Needs
Customer need is dynamic, whatever customer want today may change tomorrow.
Quality is applicable not only to products, but also to provision of services
Chapter 3 : Process Management
Processes are sustainable competitive advantage for organization to create value for customer
Quality is well planned
Chapter 4 : Cost of Quality
Cost of Quality is critical, every dollar saved by implementing Cost of Quality has a direct impact on an organization
Quality must be achieved from employees of all units and every level
Chapter 5 : Training for Quality
Quality of output is determined by the quality of inputs
Chapter 6 : Supplier Relations
Quality is based on continuous improvement
Chapter 7 : Quality Improvement