1. Quality Principles and Concepts
2. Quality Leadership
3. Quality Baselines (Assessments and Models)
4. Quality Assurance
5. Quality Planning
6. Define, Build, Implement and Improve Work Processes
7. Quality Control Practices
8. Metrics and Measurement
9. Internal Control and Security
10. Outsourcing, COTS and Contracting Quality

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Quality Assurance is a professional competency whose focus is directed at the critical processes used to build products and services. The profession is charged with the responsibility for tactical process improvement initiatives that are strategically aligned to the goals of the organization. This category will address the understanding and application of quality assurance practices in support of the strategic quality direction of the organization. The quality practitioner should understand the importance of a quality function, how to implement a quality function and how it matures over time, as well as how to create a quality plan, the use of quality tools, process deployment, and differentiating between internal auditing and quality assurance.

Establishing a Function to Promote and Manage Quality

• The Challenges of Implementing a Quality Function
• How the Quality Function Matures Over Time
• Support in Corporate Quality Management Environment
• Implementing an IT Quality Function

Quality Tools

• Management Tools
• Statistical Tools
• Presentation Tools

Process Deployment

• Getting Buy-in for Change through Marketing
• The Formula for Effective Behavior Change (behavior = individual + environment)
• The Deployment Process (assessment, strategic, tactical phases)
• Critical Success Factors for Deployment

Internal Auditing and Quality Assurance

• Types of Internal Audits
• Differences in Responsibilities

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