Source: https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-5-analysis-alterations-managers-and-directors/ Author: Phil Hatch Publisher: Akholi The three alteration questions as reported by managers and directors: C199, C205, C211 by C005 Study Data · Part 5 · Indicator Deep-Dive Analysis # The three alteration questions as reported by managers and directors: C199, C205, C211 by C005 Indicator ANALYSIS:alterations_managers_and_directors · By Phil Hatch · Akholi · October 9, 2026 ← Study Data← Previous indicator ## On this page 20 sectionsIndicator SpecificationSummary of FindingsAnalysis ResultsDistribution of ResponsesDescriptive Statistics by SegmentTests of Difference Between SegmentsAssociation with Cancellation RateAssociation with Customer SatisfactionAssociation with the Engagement Indicator MeanAssociation with Intent to LeaveComparison of Associations Across the Four MeasuresClustering and Effective Sample SizeEquivalence Tests of Null ResultsRobustness ChecksMeasure Independence and Part-Whole CorrectionComparison with the Study NormInterpretation of the DataLimitationsDefinitionsSources and Provenance ## Indicator Specification Table 1. Indicator specificationTable | Field | Value | | --- | --- | | Indicator code | None, a derived analysis | | Question as asked | The three alteration questions as reported by managers and directors: C199, C205, C211 by C005 | | Failure category | Not one of the 100 rated indicators | | Place in the survey | Not a survey item | | Indicator class | Derived from other indicators | | Indicator type | Derived analysis | | Response scale | Not applicable, a derived analysis | | Answering base | As stated in Analysis Results | | Non-answers | Not applicable | ## Summary of Findings 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. ## Analysis Results 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. Table 2. Analysis resultsTable | Result | Value | | --- | --- | | Unit of analysis | Respondent | | Alteration questions | C199, C205 and C211 | | Discussion with internal management | C200, C206 and C212 | | Discussion with the financial institution | C201, C207 and C213 | | Counting rule | True answers summed across the three questions in each group | Table 3. True answers on the alteration questions by roleTable | Role | C199 | C205 | C211 | Total | | --- | --- | --- | --- | --- | | Individual contributor | 418 | 481 | 276 | 1,175 | | Engagement manager | 3 | 9 | 2 | 14 | | Portfolio director | 0 | 0 | 0 | 0 | | Customer Management Executive | 0 | 0 | 0 | 0 | Table 4. Discussion of the alterations by roleTable | Role | Internal, True | Internal, answered | Internal, share True | Financial institution, True | Financial institution, answered | Financial institution, share True | | --- | --- | --- | --- | --- | --- | --- | | Individual contributor | 769 | 1,099 | 69.97% | 0 | 990 | 0.00% | | Engagement manager | 14 | 14 | 100.00% | 13 | 14 | 92.86% | | Portfolio director | 0 | 0 | Not computed | 0 | 0 | Not computed | | Customer Management Executive | 0 | 0 | Not computed | 0 | 0 | Not computed | ## Distribution of Responses 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. ## Descriptive Statistics by Segment 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. ## Tests of Difference Between Segments 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. ## Association with Cancellation Rate Cancellation was not part of this analysis. ## Association with Customer Satisfaction Customer satisfaction was not part of this analysis. ## Association with the Engagement Indicator Mean The engagement indicator mean was not part of this analysis. ## Association with Intent to Leave Intent to leave was not part of this analysis. ## Comparison of Associations Across the Four Measures The analysis concerns respondent role alone, so no comparison across the four measures applies. ## Clustering and Effective Sample Size No test was computed, so no clustering adjustment applies. The counts are answers summed across three questions and are not independent of one another. ## Equivalence Tests of Null Results No equivalence test was computed, because no test was computed. ## Robustness Checks No robustness checks were computed for this analysis. ## Measure Independence and Part-Whole Correction Respondent role and the nine questions are separate fields, and neither enters the other. No part-whole correction applies. ## Comparison with the Study Norm A derived analysis has no profile against the study norm, so no comparison applies. ## Interpretation of the Data 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. ## Limitations 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. ## Definitions Table 5. DefinitionsTable | Term | Definition | | --- | --- | | Share True | The True answers divided by the True and False answers, summed across the three questions in the group. | | Internal management | Management within the vendor, as asked in C200, C206 and C212. | ## Sources and Provenance Table 6. Sources and provenanceTable | Source | Value | | --- | --- | | Study data | Study Data.xlsx, sha256 219eba0457274d04 | | Statistics engine | compute_statistics.py, sha256 738319eef764602b | | Statistics record | Computed Statistics.json, record ANALYSIS:alterations_managers_and_directors, sha256 1ae50a3637fc9370 | | Computed | October 13, 2026, 04:57 UTC | | Template | Indicator Template v2, version 2.0 of 10 October 2026 | | Figures placed by script | 56 |