Bytes Universal Systems, a division of Altron TMT (Pty)

cmmirz

9年 ago

Sampling Summary： （抽样汇总）

Sampling Factors:	Location: The locations – Johannesburg and Cape Town in South Africa, from where the Services are offered by the Telecommunications Services (OU), make a difference to the way processes are applied. The location leads to some differences in processes, particularly affecting SD, REQM, WP, WMC, RSKM, MA, IRP, CAM and IPM process areas. Customer (Not Relevant: All customers are external and belong to the Telecommunications domain. Thus the processes are not applied differently based on customer type and this sampling factor has been deemed to be not relevant.) Size (Not Relevant: All Service teams in Telecommunication Services are similar sized (5-9) and thus the size is not a differentiator and does not make any difference to the way processes are applied by the Telecommunications Services (OU) of Bytes Universal Systems.) Organizational Structure (Not Relevant: The OU-Telecommunication Services is governed by a single and centralized management structure and therefore the organisational structure does not make any difference to the way processes are applied by the OU.) Type of Work (Not Relevant: The type of work executed by the OU – Telecommunication Services is consistent across all customer accounts. The type of work involves Maintenance, Support and Monitoring services for all customer accounts. Therefore the type of work is not a differentiator and does not make any difference to the way processes are applied by the OU.) Tools and Technology: The tools and technology used to execute Services by the Telecommunications Services (OU) leads to some differentiation in the way processes are applied. The Tools and Technology factor includes the use of two different tools – Raptor and Remedy. The tools used lead to some differences in the way processes are applied, particularly affecting REQM, WP, WMC, RSKM, MA and IPM process areas.
Sampling Factor Values:	Johannesburg (Location): This includes all Services delivered through Johannesburg, South Africa location. Cape Town (Location): This includes all Services delivered through Cape Town, South Africa location. Raptor (Tools and Technology): Raptor is a tool used by the Services team to log, monitor, analyse, resolve and communicate Service related requests. Remedy (Tools and Technology): Remedy is a tool used by the Services team to log, monitor, analyse, resolve and communicate Service related requests.
Subgroups:	Raptor Tool, Cape Town: This sub-group includes all Service teams using Raptor tool for Service delivery purposes. The delivery of Services is through Cape Town location. 33 People, 5 Basic Units – Raptor – Cape Town Remedy Tool, Johannesburg: This sub-group includes all Service teams using Remedy tool for Service delivery purposes. The delivery of Services is through Johannesburg location. 8 People, 1 Basic Units – Remedy – Johannesburg