| Sampling Factors: |
Location (Not Relevant: Three locations in the scope of Appraisal but not considered as a factor for sampling as the same Steria Business Management System (BMS), which is the quality management system for Steria is followed across all three locations and no difference are seen.)
Customer (Not Relevant: All accounts follow the BMS and no difference are seen.)
Size (Not Relevant: All services are on long running contracts which are renewed as and when required. The size of the work is not a factor for the processes followed and hence does not have a bearing on process execution.)
Organizational Structure (Not Relevant: No difference seen due to organization structure)
Type of Work: Steria executes development, enhancement and testing projects and the processes followed are customized to the lifecycle. While service projects under each of the service line is different and the processes followed are customized to the type of service. Hence the type of work has some influence on the processes followed. Values are Development, Enhancement, Testing, AMSL, BPO and IMSL. |
| Sampling Factor Values: |
Development (Type of Work): Full development life cycle projects from requirements development to verification and validation.
Testing (Type of Work): Full life cycle testing projects has all phases of testing originating from test requirements identification to test design, case scripting, testing, verification and validation.
AMSL (Type of Work): Application management service involves maintenance ticket based projects under Service Level Agreements.
BPO (Type of Work): Business Process Outsourcing service transaction processing in finance and non-finance domains following identical process chain with request reception to request classification, request management, verification and validation.
IMSL (Type of Work): Infrastructure Management Services that covers incident management, service request management, problem management & change management
Enhancement (Type of Work): Enhancements are tickets or requests based work that has complete life cycle from development to verification and validation |
| Subgroups: |
G1: Type of work-Development
277 People, 8 Basic Units
– Development
G3: Type of work-Testing
25 People, 6 Basic Units
– Testing
G4: Type of work-AMSL
548 People, 9 Basic Units
– AMSL
G5: Type of work-BPO
906 People, 10 Basic Units
– BPO
G6: Type of work-IMSL
88 People, 3 Basic Units
– IMSL
G2: Type of work- Enhancement
149 People, 8 Basic Units
– Enhancement |