Total Quality Management (TQM) Theory of Process Management The Theory of Control Charts Common Cause Variation Vs Special Cause Variation Control Charts for the Proportion of Nonconforming Items Process Variability Control charts for the Mean and the Range

Component Factors of the Time-Series Model Smoothing of Data Series Moving Averages Exponential Smoothing Least Square Trend Fitting and Forecasting Linear, Quadratic and Exponential Models Autoregressive Models Choosing Appropriate Models Monthly or Quarterly Data

Types of Regression Models Determining the Simple Linear Regression Equation Measures of Variation in Regression and Correlation Assumptions of Regression and Correlation Residual Analysis and the Durbin-Watson Statistic Estimation of Predicted Values Correlation Measuring the Strength of the Association

The Completely Randomized Model One-Factor Analysis of Variance F-Test for Difference in c Means The Tukey-Kramer Procedure ANOVA Assumptions The Factorial Design Model: Two-Way Analysis of Variance Examine Effect of Factors and Interaction Kruksal-Wallis Rank Test for Differences in c Medians

一、基本概念 1、 Sample Statistic(样本统计量) Any number computed from sample data random variable. Known

一、数据集合 Measurements of items e.g., Yearly sales volume for your 23 salespeople e.g., Cost and number produced, daily, for the past month 二、基本单元 The items being measured e.g., Salespeople, Days, Companies, Catalogs, . 三、变量 The type of measurement being done e.g., Sales volume, Cost, Productivity, Number of defects

To learn the objectives of questionnaire esign. To understand the role of the questionnaire in the data collection process. To become familiar with the criteria for a good questionnaire. To learn the process for questionnaire design

The Normal Distribution The Standard Normal Distribution Assessing the Normality Assumption The Exponential Distribution Sampling Distribution of the Mean Sampling Distribution of the Proportion Sampling From Finite Populations

一、人际关系 二、沟通

一、冲突的定义及种类 二、冲突的作用 三、冲突产生的原因 四、解决冲突的一般方法 五、如何有效地解决冲突