1. Customer expectations – Provide an example of changing customer expectations
2. Customer feedback – describe the objectives of a customer feedback program
3. Customer types – describe internal and external customers
4. Loss Function – Describe Taguchi’s loss function with regard to type of quality characteristic and the impact of variation.
5. Loss Function – sketch a quality loss function diagram for one of type of quality characteristic.
6. Cost of Quality – Direct vs. indirect costs - describe direct vs. indirect costs of quality
7. Cost of Quality Categories - Describe and provide examples of these costs of quality: internal failure, external failure, appraisal and prevention
8. Analysis – describe the impact of increasing or decreasing various cost categories.
9. Pareto Analysis – describe the purpose of a weighted Pareto chart
10. Pareto Analysis – describe the purpose of successive Pareto analysis