Organization Name：
（组织名称） Dialog Axiata PLC
（组织名称） Dialog Axiata PLC
Organizational Unit：
（组织单位） Group Service Delivery, Sri Lanka
（组织单位） Group Service Delivery, Sri Lanka
Maturity Level：
（成熟度） Maturity Level 3
（成熟度） Maturity Level 3
Appraisal End Date：
（评估结束日期） Mar 31, 2015
（评估结束日期） Mar 31, 2015
Lead Appraiser：
（主任评估师） Sankararaman Dhandapani
（主任评估师） Sankararaman Dhandapani
Sponsor：
（发起人） Sandra De Zoysa
（发起人） Sandra De Zoysa
- Sampling Summary：
（抽样汇总） -
Sampling Factors: Location: The frontline outlets are spread over Sri Lanka. Organizationally, these are divided as Northern and Central Regions. There is a need to understand the consistency of service provision across the regions.
Customer (Not Relevant: Services are provided to retail customers. Processes are service specific and do not vary for individual customers)
Size (Not Relevant: Process infrastructure is designed and implemented for a service. These are operations intensive. There are no variations in processes based on size of an outlet or department)
Organizational Structure: There are two types of departments. These are Frontline and Backoffice departments. Nature and details of services provided vary in these departments
Type of Work (Not Relevant: While type of work is relevant, this is very closely aligned to the organizational structure and subsumed by the organizational structure sampling factor)Sampling Factor Values: Nothern Region (Location): Outlets in the Northern Region
Central Region (Location): Outlets in the Central Region.
Frontline (Organizational Structure): This encompasses the frontline outlets that are owned and operated by Dialog
Backoffice – IRPM (Organizational Structure): This department manages customer complaints and associated governance. This is a back office operation.
Backoffice – DSC (Organizational Structure): Digital Selfcare is a department that engages with the customers on digital platforms and social media. This is a back office operation
Backoffice – SubsReg (Organizational Structure): Subscriber Registration – This department works with the Frontline outlets to complete the registration related activitiesSubgroups: FL – North: Frontline outlets that operate in the Northern Region
92 People, 10 Basic Units
– Nothern Region
– Frontline
FL – Central: Frontline outlets in the Central Region
179 People, 14 Basic Units
– Frontline
– Central Region
BO – IRPM: This is the back office team managing customer complaints
16 People, 1 Basic Units
– Central Region
– Backoffice – IRPM
BO – DSC: This is the back office that supports digital platforms
5 People, 1 Basic Units
– Backoffice – DSC
– Central Region
BO – Subsreg: This is a back office operation handling subscriber registration activities
24 People, 1 Basic Units
– Central Region
– Backoffice – SubsReg
说明：该信息摘自CMMI官网公示，更多详情请点击这里查看。注：CMMI认证有效期3年，过期链接失效。
