| Sampling Factors: |
Location (Not Relevant: There is only one location in Noida in appraisal scope)
Customer (Not Relevant: all customers are commercial)
Size (Not Relevant: There is no differentiation in processes by number of staff but there is differentiation by type of work – remote support , onsite support, deployment and support , development and maintenance)
Organizational Structure: There are three divisions Professional Services organization Managed Services Organization Centre of Excellence
Type of Work: There is differentiation by type of work – remote support , onsite support, deployment and support , development and maintenance |
| Sampling Factor Values: |
Professional Services Organization (Organizational Structure): Professional Services Organization handling software development and maintenance
Managed Services Organization (Organizational Structure): Managed Services Organization handling onsite managed services related to IT Infrastructure
Centre of Excellence (Organizational Structure): Centre of Excellence handling remote infrastructure managed services , ASW deployment and support
software Development (Type of Work): Software Development
Maintenance (Type of Work): Bug fixing and service request handling
Onsite Support (Type of Work): onsite managed services related to IT Infrastructure
Remote support (Type of Work): remote infrastructure managed services
Deployment and support (Type of Work): Website Deployment on ASW and support |
| Subgroups: |
SG1 CMMI DEV: Professional Services Organization and software development
9 People, 3 Basic Units
– Professional Services Organization
– software Development
SG1 CMMI DEV and SVC: Professional Services Organization and maintenance
5 People, 1 Basic Units
– Maintenance
– Professional Services Organization
SG1 CMMI SVC: Centre of Excellence providing remote infrastructure managed services
16 People, 2 Basic Units
– Centre of Excellence
– Remote support
SG2 CMMI SVC: Centre of Excellence providing website deployment and support services on ASW
5 People, 1 Basic Units
– Deployment and support
– Centre of Excellence
SG3 CMMI SVC: Managed Services Organization providing onsite infrastructure managed services
72 People, 4 Basic Units
– Managed Services Organization
– Onsite Support |