The first part of the quality and quality management 
 The quality of the Chapter 1 
 1.1 Quality of the meaning of 
 The definition of quality (memorizing); the evolution of quality awareness (understanding); large Q and small Q (to understand); Juran Discrimination (understand) the concept of quality; quality level (understanding). 
 1.2 Quality Characteristics 
 Quality characteristics (memorizing); quality characteristics of the type (understanding); Kano charm features and must characteristics (understanding). 
 1.3 quality-related terms 
 Process (memorizing); the types of products (to understand); customers (understanding); supply-side (to understand); customer satisfaction (memorizing); qualified (memorizing); quality economy (to understand). 
 Chapter 2 Quality Management 
 2.1 The development of management theory history 
 The main phase of development of management theory and its characteristics (understanding); quality management position in the history of management development (understanding); development of management theory to contemporary revelation (understanding). 
 2.2 the development of quality management 
 The definition of quality management (memorizing); three-stage of the development of quality management and its comparison (to understand); quality management in China's development (understanding). 
 2.3 Quality Management representative figure and its main idea 
 Deming (Deming) and its main idea (understand); Juran (Juran) and its main idea (understand); Kaoru Ishikawa (of Ishikawa) and its main idea (understand); Crosby (Crosby), Feigenbaum Tim (Feigenbaum), Hugh Hart (WA Shewhart) and their ideas (understanding). 
 Chapter 3, Total Quality Management 
 3.1 the meaning of total quality management 
 The definition of total quality management (memorizing); the eight principles of total quality management and their relationships (understanding). 
 3.2 Quality Central and quality functions 
 Quality ring (memorizing); hardware, software, services and the quality of processed material ring (to understand); Central and quality of the organization's quality functions (applications). 
 3.3 Quality Improvement of definitions and procedures 
 Definition of quality improvement (memorizing); quality improvement of the characteristics of Japanese companies (understanding); Deming ring (memorizing); Juran, Crosby's Quality Improvement program (understanding); quality improvement process (application); QC procedures (application). 
 The second part of the quality of the driving force 
 Chapter 4 of the leadership role 
 4.1 the meaning of leadership 
 The definition and substance of leadership (understanding); two sources of leadership influence (memorizing). 
 4.2 Corporate Governance 
 Corporate governance and its importance (understanding). 
 4.3 The organizational culture 
 The definition of organizational culture (memorizing); the composition of the organizational culture (understanding); organizational culture functions (applications); mission, values, vision (memorizing). 
 4.4 Change Management 
 Changes in motivation (understanding); resistance to change and reduce resistance (to understand); the role of leader in change (application) in the field. 
 4.5 Organization of Social Responsibility 
 Definition of social responsibility (memorizing); stage of the development of social responsibility (understanding); abide by the code of ethics of the practice (application). 
 Chapter 5, strategy development and deployment 
 5.1 Environmental analysis and strategic choice 
 PEST analysis, five forces model, competitors (application); internal environmental analysis framework (application); the performance of the core competitiveness of corporate strategy (understanding); SWOT Analysis (application); three levels of the company's strategy (understanding); type (understanding); three competitive strategies of Porter (understanding). 
 5.2 Strategic Plan activities 
 The meaning of strategic planning activities (comprehension); the process of strategic planning activities (applications). 
 Chapter 6 is a customer-centric 
 6.1 marketing concepts of change and focus on the customer 
 Five marketing concept (understanding); understanding of customer needs, key activities and methods (application); the impact of the external customer's concept to the organizational structure (understanding). 
 6.2 Customer satisfaction and customer loyalty 
 Customer satisfaction and bring emotional characteristics (understanding); customer loyalty and performance (understanding); the relationship between customer satisfaction and customer loyalty (to understand). 
 6.3 Customer Relationship Management 
 Customer Relationship Management and its processes (understanding); customer management functions (comprehension); customer relationship management to do the critical work (application). 
 6.4 Customer Satisfaction Measurement and Analysis 
 Customer satisfaction and its role (understanding); Customer Satisfaction Measurement implementation process (application). 
 The third part of the Performance Excellence Model 
 Chapter 7 Performance Excellence Model Overview 
 7.1 Performance Excellence Model background, nature, role and characteristics (understanding). 
 7.2 Several major high performance mode (memorizing). 
 Concepts, frameworks and content of Chapter 8 of the excellent performance evaluation criteria 
 8.1 High Performance evaluation criteria for the concept (understanding). 
 8.2 Performance Excellence framework of the evaluation criteria, structure and score distribution (to understand). 
 8.3 High Performance evaluation criteria for the contents of the (application). 
 Chapter 9 of the excellent performance evaluation method 
 9.1 Performance Excellence (application). 
 9.2 Organization of self-evaluation (application). 
 9.3 reporting and review of the National Quality Award (memorizing). 
 The fourth part of the quality management system 
 Chapter 10 Process Management 
 10.1 process concepts, processes, methods and process management 
 Process, the process chain, process the concept of networks and systems (memorizing); process approach in the quality management system (to understand); quality management system standards and performance excellence model process management (to understand). 
 10.2 the process of planning and implementation 
 Identification of the process (application); process requires the determination of the (application); process (application); the implementation of the process (application). 
 10.3 process of improvement 
 The concept of process improvement, type (memorizing); improved form of organization, procedures and processes (applications), the origin of the QC group activities, development, characteristics, project types and methods of propulsion (application); Six Sigma origins, development, meaning , organization, processes and promote the steps (application). 
 Chapter 11 of ISO9000 standards 
 The composition, characteristics and significance of the 11.1 ISO 9000 family of standards (memorizing). 
 11.2 ISO 9000 "quality management system basis and the term" (understanding). 
 11.3 ISO 9001 "Quality Management System Requirements" (application). 
 11.4 ISO / DIS 9004 "the organization continued success of the management ___ a quality management means" (understanding). 
 Chapter 12 environmental, occupational health and safety management system standards 
 12.1 Environmental Management System standard (understanding). 
 12.2 Occupational Health and Safety management system standard (understanding). 
 12.3 ISO 22000 and ISO/TS16949, TL9000, AS9000, and other management system standards (memorizing). 
 Chapter 13 of the quality management system to establish, implement and improve 
 13.1 planning and documentation of the quality management system (application). 
 13.2 Quality Management System implemented and maintained (application). 
 13.3 Quality Management System effectiveness evaluation and improvement (application). 
 13.4 Management System integration (application). 
 Chapter 14 of the quality audit, certification and accreditation 
 14.1 Certification and Accreditation (memorizing). 
 14.2 Audit (applications). 
 14.3 System Audit (application). 
 14.4 product audit (understanding) 
 14.5 Process Audit (to understand) 
 The fifth part of the management skills and methods 
 Chapter 15 management skills 
 15.1 Management of meaning 
 Management concept (memorizing); classification and skills of the manager (understand). 
 15.2 The organizational structure 
 The design of organizational structure (understanding); type of organizational structure (to understand); functional concept of the organizational structure and process concept (application). 
 15.3 the meaning and process of human resource management 
 The meaning and process of human resource management (understanding); personnel selection, evaluation, training and development (understanding); and career management (to understand). 
 Chapter 16 communication 
 16.1 The meaning of communication 
 Communication process (understanding); richness of different channels of communication (comprehension); barriers to communication (application). 
 16.2 The type of communication 
 Five common communication network (understanding); formal and informal communication (comprehension). 
 16.3 the principles of effective communication 
 Principles of effective communication (application). 
 16.4 Cross-cultural communication 
 Global leadership and intercultural communication (comprehension); cultural dimension (understanding). 
 Chapter 17 incentive 
 17.1 Incentives and humanity assumptions 
 Motivate the definition of (memorizing); human behavior (understanding); a variety of human assumptions (to understand). 
 17.2 The main incentive theory 
 A variety of incentive theory (understanding). 
 Chapter 18 teams 
 18.1 the meaning and type of team 
 The team definition (memorizing); team benefits to organizations and individuals (to understand); the type of team (memorizing). 
 18.2 conditions and development of the team skills 
 Team support (understanding); team building, promotion and leadership skills (application). 
 18.3 team's performance evaluation and reward 
 Team performance evaluation, reward and recognition (application). 
 18.4 the characteristics of effective team 
 Characteristics of an effective team (to understand). 
 Chapter 19 Project Management 
 19.1 project and project management concept (understanding). 
 19.2 Project management process (application). 
 19.3 commonly used in project management methods and tools (applications). 
 Chapter 20 training 
 20.1 Training and its value 
 The meaning of training and education (memorizing); training value of the business (understanding); training limitations (application); training management processes (applications). 
 20.2 Training needs identification 
 Training needs of the source (application); the general requirements of the quality of training (to understand); to identify training needs (application). 
 20.3 training planning and implementation 
 The meaning of the training design and planning (understanding); training constraints (memorizing); training methods (application); the appropriate timing of the training (to understand); training target system (application); the preparation of the training content (applications); training The choice of method (Application); the characteristics of adult learning (understanding); adult learning principles to be followed (application). 
 20.4 training effect evaluation 
 Training effectiveness evaluation (understanding); training effectiveness evaluation (Application). 
 Chapter 21 Supply Chain Management 
 21.1 Supply Chain Management Overview 
 The meaning and framework of supply chain management (understanding); Logistics Management Introduction (Understanding). 
 21.2 planning and implementation of supplier management 
 Strategic sourcing and supplier management strategies (understanding); supplier selection (application); supplier communication (application); supplier relationships (application). 
 21.3 Supplier Management to monitor and improve 
 Vendor quality control (application); supplier performance management (understanding); supplier audits, accreditation and certification (application), suppliers to improve the (application). 
 Part VI of quality management tools 
 Chapter 22 Statistics technology base 
 22.1 Basic statistical applications (memorizing). 
 22.2 Data Sampling (understanding). 
 22.3 The basic data collation methods (applications). 
 22.4 statistical inference (memorizing). 
 Chapter 23 non-quantitative quality tools 
 23.1 Flowchart (application). 
 23.2 Cause and effect diagram (application). 
 23.3 Checklist (application). 
 23.4 brainstorming (application). 
 23.5 Affinity Diagram (application). 
 23.6 Tree diagram (application). 
 23.7 PDPC (application). 
 23.8 association graph (application). 
 23.9 Matrix (applications). 
 Chapter 24 Integrated Quality Tools 
 24.1 Cost of Quality (understanding). 
 24.2 Quality Function Deployment (understanding). 
 24.3 Failure Mode and Effects Analysis (memorizing). 
 24.4 Reliability Engineering (memorizing). 
 24.5 Design of Experiments (memorizing). 
 24.6 Measurement System Analysis (understanding). 
 24.7 Statistical Process Control (application). 
 24.8 Lean Production (understanding).