| Sampling Factors: |
Location (Not Relevant: TDG headquarter is in Pune. Support and Maintenance projects from Business Application Services and Government and Product Services business units are only executed from Pune and not from any other locations.)
Customer (Not Relevant: Processes are not vary for each customer and are remain same.)
Size (Not Relevant: Processes are not vary with team size of projects)
Organizational Structure (Not Relevant: TDG has two business units 1. Business Application Services and 2. Government and Product Services. All development, support and maintenance projects are executed in both business units)
Type of Work: Infrastructure Support, BPO services and Software Production support are offered from Business Application Services and Government and Product Services. Processes are varying as type of work. |
| Sampling Factor Values: |
Infrastructure Services (Type of Work): The Infrastructure Service is the nerve center for business IT, which plays a critical role in ensuring reliability, availability and the continuity of IT services in TDG.
BPO Services (Type of Work): Invoice is generated based on the details captured in system for CTLS to send it to their clients. BPO associates generate the invoice as per the requests from Onsite.
Software Production Support (Type of Work): The CTLS and CT Production Support Teams maintain the product functionality that has successfully migrated to the production environment. During the lifespan of the product, external users, business representatives, and technical staff report defects, request enhancement changes, or service requests that must be addressed by the Production Support Teams. |
| Subgroups: |
01: The Infrastructure Service is the nerve center for business IT, which plays a critical role in ensuring reliability, availability and the continuity of IT services in TDG.
26 People, 1 Basic Units
– Infrastructure Services
02: Invoice is generated based on the details captured in system for CTLS to send it to their clients. BPO associates generate the invoice as per the requests from Onsite.
41 People, 1 Basic Units
– BPO Services
03: The CTLS and CT Production Support Teams maintain the product functionality that has successfully migrated to the production environment. During the lifespan of the product, external users, business representatives, and technical staff report defects, request enhancement changes, or service requests that must be addressed by the Production Support Teams.
23 People, 2 Basic Units
– Software Production Support |