| Sampling Factors: |
Location (Not Relevant: Not relevant – There is one central Location for the steering team in Bonn and 4 call center locations (Leipzig, Hannover, Stuttgart, Dortmund), but each location follows the same standard processes, so the Location sampling factor is not relevant.)
Customer (Not Relevant: Not relevant – The customer is not a differentiator for the Service processes. Each customer Business Transaction follows the same process.)
Size (Not Relevant: Not relevant – Size is not a differentiator for the Service processes.)
Organizational Structure (Not Relevant: Not relevant – The organizational structure is not a differentiator for the service processes.)
Type of Work: Type of Work is either service delivery or project work. For the service processes Type of Work is not a differentiator. The work is to provide customer services for retail business, building loan (German: Bausparen), and construction loan (German: Baufinanzierung) on the phone. In addition project work ensures best possible quality for service transition. |