| Sampling Factors: |
Location: Comment: Some basic units operate from Colombo and others from outside Colombo. The central support services (facilities, IT infra, HR, etc) are all located within Colombo. Also, mobility and load balancing of resources is more feasible across basic units within Colombo, since a large number of units are located in close proximity (within the city). The flexibilities are different for units outside Colombo as central support is physically far and other basic units are also physically far.
Customer (Not Relevant: This organization handles consumers (public), as it provides service to telecom subscribers (fixed line, mobile, data, etc.). There are over 8 million customers. Hence “customer” as a sampling factor is not relevant)
Size (Not Relevant: Basic units (customer service outlets) are roughly the similar in size in the People CMM® context. Hence this factor is not relevant.)
Organizational Structure: The organization is divided on the basis of type of work, and the work done, and high level competencies required are different for different parts of the organization.
Type of Work (Not Relevant: Type of work has been embedded in the organization structure. Hence, it is not a distinct factor.) |