Purpose
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