1. Know how to identify and discuss the different approaches to the concept of quality.
2. Understand the historical evolution of quality management systems
3. Know how to characterize the various dimensions of quality of service.
4. Know how to use service quality and customer satisfaction measurement models.
5. Identify the requirements of the different quality management tools.
6. Understand the methods and philosophy of statistical process control.
7. Understand the statistical basis of the control charts.
8. Know how to set up and use the control charts for variables and for attributes.
9. Implement the statistical process control.
10. Investigate and analyse process capability.
11. Know how to conduct and analyse a measurement systems capability experiment (R&R).
12. Know how to design a sampling plan and how to use plans, schemes and sampling systems, with special emphasis in lot by lot acceptance sampling for attributes.

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