Re: What Constitutes Customer QA?
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

), 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.
VivieH said:
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.