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| After studying this chapter, you will be able to: 1. Outline the three basic steps in the control process. 2. Identify tools and techniques most frequently used by supervisors to exercise control. 3. Define what quality means to a supervisor, and list several reasons for maintaining quality. 4. Differentiate between product quality control and process control. 5. Define the concept of quality assurance. 6. Discuss total quality management (TQM). 7. Define the following terms: continuous improvement, quality at the source, six sigma, and lean manufacturing. 8. Summarize the focus of ISO 9000 and ISO 14000. 9. Explain the purpose of a zero-defects program. 10. Define a quality circle. 11. Cite several guidelines that supervisors can follow to help build quality job habits among employees. |