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Why are VOC and CVA both important components of an organization’s improvement toolkit?

April 26, 2017components cva improvement organization Toolkit VOC

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Why are VOC and CVA both important components of an organization’s improvement toolkit?

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VOC ensures that a company stays in business by focusing on products and services that are important to customers. CVA ensures that a company excels by providing these products and services in a way that maximizes customers’ perceived value.