1. Quality
1.1. Control
1.1.1. Histogram
1.1.2. Control chart
1.1.3. Scatter diagram
1.1.4. Pareto chart
1.1.5. Checklist
1.1.6. Cause and effect diagram
1.1.7. Stratification
1.2. Importance
1.2.1. Escalating issues
1.2.2. Six Sigma
1.2.3. Customer's Perspective
1.2.4. Exceding expectations
1.2.5. Improvements
1.2.6. Prevention costs
1.2.7. Appraisal costs
1.2.8. Costs of defects
2. Risks and Crises
2.1. Risk
2.1.1. Hazards
2.1.2. Resiliance
2.1.3. Supply
2.1.4. Human error
2.1.5. Technology
2.1.6. Customers
2.1.7. Organisational
2.1.8. Impact
2.1.9. Likelihood
2.1.10. Recover
2.2. Crises
2.2.1. Low probability
2.2.2. Impact
2.2.3. Preconditions
2.2.4. Trigger event
2.2.5. Crisis
2.2.6. Postcrisis
2.2.7. Preasure
2.2.8. Scandal
2.2.9. Spillover
2.2.10. Rebound
2.2.11. Sabotage
2.2.12. Management
3. Leadership
3.1. Measuring success
3.1.1. Profitability
3.1.2. Sales
3.1.3. Gross Margin
3.1.4. Awareness
3.1.5. Market share
3.1.6. New products
3.1.7. Relative Price
3.1.8. Customer Satisfaction
3.1.9. Availability
3.1.10. Brand Equity
3.1.11. Customer equity
3.2. Identifying leadership
3.2.1. Person
3.2.2. Result
3.2.3. Position
3.2.4. Purpose
3.2.5. Process
3.2.6. Followership
4. Marketing
4.1. Relationship marketing
4.1.1. Maintaining
4.1.2. Establishing
4.1.3. Terminating
4.1.4. Enhancing
4.1.5. Special
4.1.6. Cost-effective
4.1.7. Customer lifetime value
4.1.8. Loyalty
4.1.9. Satisfaction
4.2. Internal marketing
4.2.1. Coherant brand identity
4.2.2. Focus for diverse roles
4.2.3. Relationship building
4.2.4. Feed back information
4.2.5. Live the brand
4.2.6. Communication
4.2.7. Empowerment
4.2.8. Champions
4.2.9. Agnostics
4.2.10. Cynics
4.2.11. Saboteurs