| Sampling Factors: |
Location (Not Relevant: Projects are executed at multiple locations. However process followed by projects is consistent across Infrastructure Support and Call Center Support projects irrespective of location. Hence location is not an influencing factor.)
Customer (Not Relevant: Projects are executed for multiple federal agencies. However process followed by projects is consistent across Infrastructure Support and Call Center Support projects irrespective of customer. Hence customer is not an influencing factor.)
Size (Not Relevant: Projects executed in the OU are of similar size. Hence size is not an influencing factor.)
Organizational Structure (Not Relevant: OU is organized as a single unit. Projects are executed in the same unit. Hence organizational structure does not influence process.)
Type of Work: (Relevant: Projects are classified into Infrastructure support and Call Center support projects. Infrastructure support projects involve network operations & support, specialty engineering, data protection and recovery and IT Security services, whereas call center support projects involve customizations, application maintenance, and complaint intake and response. Hence type of work influences process.) |
| Sampling Factor Values: |
IS (Type of Work): Projects of Infrastructure support nature.
CS (Type of Work): Projects of Call center support nature. |
| Subgroups: |
OP – IS: Infrastructure Support Services is focused on managing the IT Infrastructure and ensuring the highest levels of availability for the business applications to function without interruption. Service options are customized to include different infrastructure elements and levels of availability as required by each customer. This service includes the following IT infrastructure elements: • Hardware Platforms & System Software • Database Software • Network & Enterprise Security
39 People, 6 Basic Units
– IS
OP – CS: Call center services are a centralized, office-based, used for receiving or transmitting a large volume of requests by telephone. An inbound call center is operated to administer product support or information inquiries from consumers and directing those inquires to the appropriate destinations. Call center has an open workspace with work stations that include computers, headsets connected to telecom switch, and one or more supervisor stations and linked to corporate network.
32 People, 4 Basic Units
– CS |