| Sampling Factors: |
Location (Not Relevant: All basic units are at same location, Delhi)
Customer (Not Relevant: Services are provided to customers mainly from government sector. Customer does not influence process selection. Same set of standard processes are followed and minor differences taken care of by tailoring; Not a critical sampling factor.)
Size (Not Relevant: Team size for service work is 3-34. In each project, a team lead schedules and assigns the service requests and monitors them. Depending on team size, more team leads are assigned. Currently projects are not classified into size buckets.)
Organizational Structure: Organization has different groups which is likely to have influence on the process and outcomes.
Type of Work (Not Relevant: Within each group, work performed is similar.) |
| Sampling Factor Values: |
Tender– AMC (Organizational Structure): Work is performed as per the tender. To deliver the services like FMS & AMC for IT Infrastructure Data centre.
Tender– SITC (Organizational Structure): Work is performed as per the tender to deliver the services like IT hardware & Software supply, installation, testing and commissioning(SITC)
Rate Contract (Organizational Structure): To deliver the products to their customers i.e. products delivered as per rate contract for government body.
Service Provider (Organizational Structure): To deliver the services for • Authorized service provider • Warranty Service Provider • Support service provider. In accordance with service calls received by CRM, which describe the service to be delivered to the customer and responsibilities of the service provider, customer, and end user appropriately. |
| Subgroups: |
T1: Annual maintenance work is performed as per contract won through tender
68 People, 5 Basic Units
– Tender– AMC
T2: Basic units that perform system installation, testing and commissioning
8 People, 2 Basic Units
– Tender– SITC
RC: Basic units that provide service and support on the basis of rate contract
16 People, 2 Basic Units
– Rate Contract
SP: Work is performed to provide service for a service provider
16 People, 2 Basic Units
– Service Provider |