Regarding the sequence of steps when there is an issue:

My background is SW, and based on my experience this is what I understand:

     i) Internal -  gets analyzed first 

      Issue can be from  - M&C, testing (unixt, box, integration, installing and testing at site) etc

            it is analysez first and then the originator of issue is told to go ahead an open CR
  
    ii) Customer - it will depend upon the methodology or system in place.
        a) If a customer is given a contact  - like hotline number for issues.       
            The issue may go though Tier1, Tier 2, etc. where it gets analyzed.
             This to me is internal, as it is part of the organization
             and CR is opend by them (for the customer).
       b) Some organization may have setup where customer can open the CR when they see an issue.
             Then it gets analysed after.
 
  2) Then the CR is implemented - it goes through implementation.
      To me implementation implies - fixing the deliverable, and also changing the appropirate documents
           (Architecture, design, requirements etc)
      So the deliverable and the documentaions are in sync.
      M&C catches any variations if missed.

  So answer to questions related to change control depends upon the methodology of the organization,
    and type of industry. So If Q does not not have enough informations, it can be answered incorrectly.

  I am  confused about the documentation part of the changes.  :

   How document changes come first 
     and CR gets implementated after.

Can some one explain where do I have a gap, in understanding this part.