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???? identify the core principles (critical factors) of total quality management ???? identify the opportunity costs associated with poor quality management ???? demonstrate an understanding of the role that communication and training play in successful total quality management programs ???? describe the relationship between quality management and productivity and explain why misconceptions about this relationship can lead to poor decisions ???? demonstrate an understanding of methods to analyze quality problems such as control charts, Pareto diagrams, and cause-and-effect (fishbone) diagrams ???? identify the relationship between compensation systems and total quality management systems ???? identify the purpose of quality audits and gap analyses ???? define quality as it relates to customer expectations ???? define conformance as it relates to quality and identify the characteristics of goalpost quality conformance and absolute quality conformance ???? describe and identify the components of the costs of quality commonly referred to as prevention costs, appraisal costs, internal failure costs, and external failure costs