Research question: does the observed case mix support widening a Philippines-based support role, or would the new categories change judgment, access, or review requirements? Define cohorts before reviewing outcomes: routine, urgent, incomplete, sensitive, owner-dependent, and corrected cases.
Use at least four consecutive weekly cohorts and report counts plus proportions. Retain the rule used to classify each case. If the classification changes mid-period, mark the break; otherwise a better-looking result may simply reflect a new definition.
A stable completion measure can conceal a shift toward harder work. A Filipino specialist may complete routine status updates consistently while urgent customer exceptions increasingly require the manager. Treat the mix as a service-design variable, not a footnote to productivity.
The SBA’s role and expectation guidance supports reviewing the proposed scope against actual responsibilities. Ask whether the added category requires a new tool, new evidence, a new approval, or a different response window. If yes, it is a scope change even when the queue name remains the same.
Compare each cohort’s waiting, correction, escalation, and acceptance pattern. Avoid ranking categories by one score. An exception category with low volume may still need a stronger boundary because its consequence is higher than a routine record’s.
NIST’s identify and govern functions support documenting information exposure, decision authority, and dependency before expanding. The manager should approve the boundary and retain decisions that can change policy, money, identity, or customer commitments.
Limitations: four weeks may be too short for seasonal or event-driven work, and cohort labels may miss latent complexity. Use the result to decide what to test next, not to claim that the role is permanently suitable or unsuitable.
Conclusion: widen a Philippines support role only when the new case mix is separately understood, the evidence and access still fit, and manager review capacity covers the changed consequence profile.