I could use some help in understanding what constitutes Customer QA. If you take Customer QA as being the whole, I am in the process of compiling the component parts. All feedback and insight will be well received.

VivieH - By Customer QA, do you mean Customer Quality Assurance?

Maybe I'm being to literal here - and I apologize if I sound blunt (it's Monday and I'm not yet done my first coffee :o ), but Customer QA to me means meeting their requirements. Everything from taking their order to processing/manufacutring their order to delivering their order...On Time and In Spec (OTIS).

Of course, we all know that even if we meet the technical specs and deliver on time, they may not be happy. This is where we looking into measuring and/or assessing Customer Satisfaction or Perception. The Cove has had many discussions on this very matter and I highly recommend you do a Search (top right of your screen) if this is what you are looking for.

If you take Customer QA as being the whole, I am in the process of compiling the component parts.

I am not sure what you mean by this. As stated in my first paragraph, the whole process of your organization is hopefully done with the intent of satisfying the Customer (and other Stakeholders). If you are currently looking at the individual sub-processes, that's okay. If you wish to see the bigger picture, I find it helpful to:

Grab a bunch of post-it or sticky notes
Find a whiteboard
Name each process on one sticky note
Place each sticky note on the white board
Map out the process, using markers to indicate the flow(s) and cross-over(s)


Once that is done, you have a high-level process map of your organization, which, if followed correctly, will hopefully provide what the Customer wants and expects.

In some orgainizations they have 'Customer QA' and the person who holds this title is a cusomer advocate. They perform a number of activities with the perspective of a (typical) customer - for example at product design reviews, performing FMEAs to ensure the risks etc are appropriate, following up on customer feedback etc. etc.

Is this type of things what you're anticipating?

I'm places I've worked there are:
Quality Control - Highly trained operators that work directly in/with the process, eg inspection, spc, internal defects, etc
Quality Assurance - Engineers who work with the customer. Ensure any customer defects are correctly followed up (eg 8D), and work with process and product development (APQP, FMEA, PCP, internal audits, PPAP).

Yeah, I agree with Andy's responses.

Some organizations have their Quality Control split into different sections based on the work they are involved in. For example -

Supplier Quality Engineer to deal with incoming materials, testing and releasing them, followup with suppliers, supplier audits etc.

Process Quality Engineers who look after the In process quality control and focus on the manufacturing operations.

Customer Quality Engineers deal more towards the finished products, testing of finished products, handling customer complaints and be in the forefront with customers to understand their requirements.

System Quality Engineers deal more toawards the maintenance of quality management sytems, arranging Internal audits, Management review Meetings, handling Documentation Centre etc.