| Sampling Factors: |
Location: Some services are handled solely by the Hyderabad team while some are handled jointly by the teams in Hyderabad and Birmingham – this can lead to some differences in the way the service is delivered
Customer (Not Relevant: The customer is interested in the service and as such has never had a say or interest in the process)
Size (Not Relevant: Size of individual tickets / service requests is about the same and does not have any impact on the process)
Organizational Structure (Not Relevant: There is no difference in the process to be followed based on organization structure other than based on the location (which has already been addressed))
Type of Work (Not Relevant: The type of work is the same) |
| Sampling Factor Values: |
Hyderabad (Location): Hyderabad, India
Hyderabad and Birmingham (Location): Hyderabad, India and Birmingham, England |
| Subgroups: |
Hyd: Service offered by team in Hyderabad
10 People, 1 Basic Units
– Hyderabad
Hyd_Bir: Service provided jointly by teams in Hyderabad and Birmingham
14 People, 1 Basic Units
– Hyderabad and Birmingham |