Chapter 1 and 2 for objective Chapter 3,4,5,6,10 for Objective +Subjective Chapter 3 Introduction Who is customer Customer perception

tion of quality Feedback Service quality Chapter 4 Motivation Achieving a motivated workforce Employee survey Empowerment Teams Why teams work Types of teams Characteristics of successful teams Decision making methods Stages of team development Chapter 5 Introduction Process Juran Trilogy Improvement Strategies Types of problems The PDSA cycle Problem solving method Kaizen Reengineering Chapter 6 Introduction Principles of customer/supplier relationship Partnering Sourcing Supplier Selection Chapter 10 ISO standards introduction ISO 9001 standards ISO 9001 Requirements 1.scope 2. Normative reference

3. Terms and definitions 4. Quality management system 5. Management responsibility 6. Resource management 7.Product realization 8. Measurement ,analysis and improvement