| Sampling Factors: |
Location (Not Relevant: All BUs are managed from company office in Bengaluru, Karnataka, India. Processes followed do not change based on the management location.)
Customer (Not Relevant: All BUs are executed for similar customer domain, i.e. state electricity departments)
Size (Not Relevant: Organization does not differentiate processes to be followed based on BU size differences. BUs of all sizes are required to follow the same processes.)
Organizational Structure (Not Relevant: All BUs follow similar organization structure of Leads, Managers, Supervisors, Operators and Tech Support Executives and service teams)
Type of Work: BUs are differentiated on the basis of Type of Work. Two different types of work are recognized. These are ‘Integration Services’ and ‘Non-Integration Services’. |