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Hi People, As I have posted this topic on general discussion board as well, but even after so many view, finally i got 1 reply and that is to also from VK. Please put a piece of advice here as well... I just joined an IT company as a Quality engineer. I practically need to understand the step by step implementation of quality improvement process that where to start from, how to collect 'what', how to identify CTQ's, CTC and what tools can be used. The usage of the tool is the most important. Company & working details: IT company having its own product, which helps SAP to work easier. For example, in SAP the user creation process is very critical and having lots of validations and role assignment tasks. Here, we use software which can be combined with ERP and have individual products (softwares), which helps in easy user making, or resetting password, or conflict management respective to roles allocation, user monitoring i.e. execution of transactions etc. So I request to suggest me a start. For me right now, "what" is important, but most important is "how" !! Best, Salil Kotia firstname.lastname@example.org +91-8699338908