【正文】 2023 by The McGrawHill Companies, Inc. All rights reserved. McGrawHill/Irwin 178 THE VALUE QUESTION – Considering the products and services that you purchased. How would you rate them as being worth what you paid for them? Calculating CVA CVA = Perceived Value of Company’s Offer Perceived Value of Competitive Offers Copyright 169。 2023 by The McGrawHill Companies, Inc. All rights reserved. McGrawHill/Irwin 179 Order Fulfillment Customer Satisfaction Survey Results Delivering Material P e r f or m a nc e ( 1 po or ? e x c e l l e nt ) R a t i oQ ue s t i on s A t t r i bu t e s C om pa nyB e s t O t he r V e nd orC om pa ny / be s t O t he r V e nd orD e l i v e r i n g M a t e r i a l W h e n Y o u W a n t e d I t 3 . 3 5 3 . 3 2 1 . 0 1H a v i n g t h e N e c e s s a r y I n f o o n A l l S h i p p i n g D o c u m e n t a t i o n 3 . 6 7 NAH a v i n g t h e C o r r e c t M a t e r i a l s D e l i v e r e d R e l a t i v e t o W h a t Y o u O r d e r e d 4 . 0 0 3 . 7 6 1 . 0 5O v e r a l l Q ua l i t y of D e l i v e r y of M a t e r i a l s 3 . 8 9 3 . 7 4 1 . 0 4Copyright 169。 2023 by The McGrawHill Companies, Inc. All rights reserved. McGrawHill/Irwin 177 Distribution of CVA Levels Calibration Category CVA Levels of Businesses by Category World class 110 15% Above parity 103110 25 Parity 98102 20 Below parity 98 40 Source: PIMS Databa