Pair work. Analyze customer reviews of any organization (e.g. for hotels booking.com, tripadvisor) and find the case related to quality management, quality control, customer service policies, customer satisfaction, customer-focused culture, etc. Make sure your case study corresponds to the following issues: what is meant by customer satisfaction customer complaints analysis the meaning of continuous improvement CRIT, VOC, QFD gap analysis, RATER/SERVQUAL Kano model, Gronroos model how quality management can be measured and improved.