Elements of Customer Quality Assurance


This publication serves as the support documentation and transparency guide for the Overview course in Customer Quality Assurance. It provides a broad and comprehensive overview in the area of Customer Quality Assurance (CQA).

Content Outline

  • The Evolution of Customer Quality Assurance
  • A Breakdown of the CQA Process
  • The 9-Step Product Design and Planning Process
    • Identifying Served Markets
    • Selecting/Identifying Key (Critical) Customers
    • Determining Customer Requirements
    • Identifying Corresponding Design Requirements
    • Designing and Engineering the Product/Service
    • Planning for Manufacture/Delivery
    • Planning for Process Control
    • Sales and After-Sale Service Considerations
    • Tracking Customer Satisfaction
  • Premises and Requirements for a Customer Feedback System


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