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Service Provider
Customer 1
Customer 2
Project 1
Project 2
Project 3
roject 1
roject 2
Te st Manager
Te st Manager
Business Analyst
Business Analyst
Te st Engineers
Te st Engineers
Automation
Engineers
Supporting
Departments
Automation
Engineers
Supporting
Departments
Figure 12..
Organization structure for traditional service provider.
more than one customer at the same time. He gets the project details and approaches
CoEs for the work to be done on the project. These CoEs can be organized by the service
provider on the basis of his needs. Suppose the service provider has customers who have
Oracle application implementations as well as customers who have SAP implemented.
In this scenario we can have the following options to form CoE:
1. Form CoEs based on functional expertise (e.g., finance, customer relation-
ship management, supply chain management, manufacturing).
2. Form CoEs based on application. So we can have CoE for Oracle applica-
tions, CoE for SAP, and so on.
3. Form matrix CoEs. In this case we can have a larger CoE for, say, manu-
facturing, and inside the larger organization we can have smaller segments
organized by application (e.g., Oracle applications or SAP).
Matrix organization is the best-suited solution. So we can have automation
engineers who specialize in writing script using QTP. These engineers can be
placed in either SAP or Oracle applications CoE. This structure is good because
it facilitates switching resources from one CoE to another without spending much
money on training.
 
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