| Sampling Factors: |
Location: There are 3 locations – the process followed may vary across locations
Customer (Not Relevant: No – there is only one customer for this OU)
Size (Not Relevant: No – the work does not depend on the size of the team or the size of the service requests)
Organizational Structure: The organization is structured into two sub units – each handling different sets of applications
Type of Work (Not Relevant: The type of work is the same across the OU) |
| Sampling Factor Values: |
IDC (Location): India Delivery Centre, located in Bangalore India
PDC (Location): Philippines Delivery Centre located in Manila, Philippines
USA (Location): The Delivery centre located in Washington DC
CS (Organizational Structure): Channel Sales applications
MKL (Organizational Structure): Marketing and Loyalty programs |
| Subgroups: |
S1: IDC CS – these are the CS projects being executed primarily from India
14 People, 1 Basic Units
– IDC
– CS
S2: The Marketing and Loyalty group based primarily in India
25 People, 2 Basic Units
– MKL
– IDC
S3: Channel Sales unit operating primarily from Manila, Philippines
11 People, 1 Basic Units
– PDC
– CS
S4: Channel Sales unit operating primarily out of Washington, DC
21 People, 1 Basic Units
– CS
– USA |