DQ 1) The Voice of the Customer (VOC)

Listening to the Voice of the Customer (VOC) is a very important part of business excellence and a key to long term sustainability. Discuss the advantages and disadvantages of practicing this effectively. Also comment on your organization's ability to listen to the VOC and act upon the feedback.

DQ 2) The Kano Model

After reviewing the Kano Model tutorial and readings from the text, explain why the Kano Model works so well. Also provide two examples from your organization on the Kano Model in practice. Note: your examples can be from a poor use of the Kano Model as well. The Kano Model of Customer Satisfaction Tutorial