380 Inverting the Paradox of Excellence
CVDs are those business imperatives for business process, similar to the critical success factors
(CSF) at the company level, that have to happen if the company wants to close the competitive gap.
CVDs are in terms of factors like
• Time (lead time, cycle time, etc.)
• Flexibility (customization, options, composition, etc.)
• Responsiveness (lead time, number of handoffs, number of queues, etc.)
• Quality of work (rework, rejects, yield, etc.)
Market segmentation is performed based on the customer value and the corresponding CVDs. Such
a market segmentation helps in suggesting corrective strategic and tactical actions that may be
required, that is, to devise a process-oriented strategic business plan. ...