General Links, Quality Concepts

CSQA Prep - Chapter 1 - Quality Principles
CSQA Prep - Chapter 4 - Quality Assurance
CSQA Prep - Chapter 8 - Metrics and Measurement

And all other knowledge areas.

IT Controls ( Preventive, Detective, Corrective etc)

A benchmarking study to learn how leading organizations define excellent customer service and achieve the high levels of service to new customers that lead to their retention. From APQC.

Great article for benchmarking information. It has a good overview, benchmarking steps etc. That can be used for subjective answers/