Fundamentals of Organizational Control
        Types of Control
        Components of Organizational Control Systems
        Strategic Control
        Identifying Control Problems

Crisis Management
        Crisis Management Defined
        Developing a Crisis Management Program


The Quality Challenge
        Defining Quality
        Five Types of Product Quality
        Unique Challenges for Service Providers
        Defining Service Quality

An Introduction to Total Quality Management (TQM)
        1.Do It Right the First Time
        2.Be Customer-Centered
        3.Make Continuous Improvement a Way of Life
        4.Build Teamwork and Empowerment
        The Seven Basic TQM Process Improvement Tools

Deming Management
        Principles of Deming Management
        Demings 14 Points