| 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 activities |
| Subgroups: |
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 |