The three alteration questions as reported by managers and directors: C199, C205, C211 by C005

The analysis sets the answers of engagement managers and portfolio directors on the three alteration questions (C199, C205 and C211) beside those of individual contributors, together with the paired questions on whether the alteration was discussed with internal management (C200, C206 and C212) and with the financial institution (C201, C207 and C213). Answers are summed across the three questions in each group, so a respondent can contribute up to three answers.

Engagement managers gave 14 True answers across the three alteration questions, against 1,175 from individual contributors. Portfolio directors and the respondents holding the role of Customer Management Executive gave none.

The two roles differed on disclosure to the financial institution. Individual contributors answered True on discussion with internal management in 69.97% of 1,099 answers, and on discussion with the financial institution in none of 990. Engagement managers answered True on discussion with internal management in all fourteen answers and on discussion with the financial institution in thirteen of fourteen.

The first table gives the base. The second gives the True answers on the three alteration questions by role. The third gives the answers on discussion with internal management and with the financial institution, summed across the three paired questions.

The full distribution of each question, with its non-answers, is reported in the file of that indicator. The analysis uses only the True and False answers.

The analysis is itself a breakdown by respondent role, given in full in the second and third tables. It was not broken down by any other segment.

No test of difference was computed. The engagement managers' answers are too few for a test, and portfolio directors gave no True answer to compare.

Cancellation was not part of this analysis.

Customer satisfaction was not part of this analysis.

The engagement indicator mean was not part of this analysis.

Intent to leave was not part of this analysis.

The analysis concerns respondent role alone, so no comparison across the four measures applies.

No test was computed, so no clustering adjustment applies. The counts are answers summed across three questions and are not independent of one another.

No equivalence test was computed, because no test was computed.

No robustness checks were computed for this analysis.

Respondent role and the nine questions are separate fields, and neither enters the other. No part-whole correction applies.

A derived analysis has no profile against the study norm, so no comparison applies.

Managers and directors reported almost no alterations of their own. The few engagement managers who did said they had discussed the alteration with internal management and, in nearly every answer, with the financial institution. Individual contributors, who reported nearly all the alterations, said they had discussed them with internal management in most answers and never said that they or their management had discussed them with the financial institution. The written responses to the alteration questions describe the same pattern: the team lead knew, and the financial institution was seldom told.

The evidence is the reported experience of the vendor's delivery teams, collected in a single cross-section.

The counts are answers summed across three questions, not respondents. A respondent who answered all three contributes three answers.

The engagement managers' answers are few, so their shares rest on a small base.