General Links, Quality Concepts

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/

Quality Function Deployment (QFD)  -- This is one of the weak areas of CBOK and this article provides a lot of light and examples of QFD.

Read it once to clear QFD concepts.