| Sampling Factors: |
Location (Not Relevant: Not Relevant for Diversity. There are 5 stations (Mum, Del, Che, Bang, Hyd) from where the frieght services are delivered. Location itself does not introduce any process diversity for service delivery. Diversity is introduced through the customer contract and the Organizational Structure and both are identified as relevant sampling factors.)
Customer: Relevant for Diversity. There are 3 customer contracts and they have diversity in terms of the services being delivered. Cargo Customer Service function – India, Cargo General Sales Agent – India and Cargo Customer Sales Support function – Japan.
Size (Not Relevant: Not Relevant for Diversity. No difference based on team or work size.)
Organizational Structure: Relevant for Diversity. Certain functions are executed from all stations and certain functions are consolidated in a central function and this introduces diversity. Regional or Central denotes differences.
Type of Work (Not Relevant: Not Relevant for Diversity. Work performed is based on the customer contract type and whether work is executed regionally or in a central function. Both of them are already identified as a relevant sampling factor.) |
| Sampling Factor Values: |
CCS – Cargo Customer Service (Customer): CCS – Cargo Customer Service Contract
CGSA – Cargo General Sales Agent (Customer): CGSA – Cargo General Sales Agent Contract
CCSS – Cargo Customer Sales Support (Customer): CCSS – Cargo Customer Sales Support Japan Contract
Regional (Organizational Structure): Whether Work is performed from each of the regional locations
Central (Organizational Structure): Whether Work is consolidated in a Central function |
| Subgroups: |
G1: Cargo Customer Service Regional Teams
49 People, 5 Basic Units
– CCS – Cargo Customer Service
– Regional
G2: Cargo General Sales Agent Regional Teams
55 People, 5 Basic Units
– Regional
– CGSA – Cargo General Sales Agent
G3: Cargo Customer Service Central Teams
25 People, 3 Basic Units
– CCS – Cargo Customer Service
– Central
G4: Cargo General Sales Agent Central Teams
4 People, 2 Basic Units
– Central
– CGSA – Cargo General Sales Agent
G5: Cargo Customer Sales Support Central Team
3 People, 1 Basic Units
– CCSS – Cargo Customer Sales Support
– Central |