Losing CSF-

With the changes in the environmental forces mainly with the new technological developments and changes in customer preferences v cannot solely depend on their past success as though they have 34+ years success with their friendly personal service there is no guarantee that the future will be same as past. With the changes in the environment and with the busy schedules customers may value their time rather than cost and other benefits that V offers. Also V cannot neglect that V market share was eroding due to customers increasing making online bookings with its competitors these customers V loosing now could be the customers who have high growth potential. The loss in market share over the last 6 years gives it signal that they need to seriously reconsider their competencies and CSF s in the business . V could consider the factors such as Speed ,Convenience which could seen as the main reasons for customers to shift from V to its competitors need to invest more on the areas which enhance their value with the customers such as User friendly website,24 hour customer service etc Also it is recommended for V to consider the external environmental changes and the competitive position in the market in order to understand the impact of the external forces to its business and to the CSF .This also help V to identify the necessary actions to react to the changes and minimize the negative impact(threats).V can use tools such as five force theory and PESTAL analysis to conduct the environmental analysis. Also it can be seen that V is not clear about its objectives and this could result loss of focus on the business which ultimately lead the organization into a more complex situation in the future. This also could make conflicts with the staff over the 50 branches as staff would not aware of the milestones that they need to achieve in order be success in their role in organization. Therefor V need to be clear on their financial and non financial objectives and these objectives needs to specific,measurable,realistic,and time bound. Having clear objectives will surely motivate the staff and direct the organization towards the ultimate goal. Also it will differentiate V with its rivals and gives it competitive advantage in terms of their values in the business.