| Sampling Factors: |
Location (Not Relevant: All projects and support teams are based in the same location.)
Customer: 2 key types of clients: Government and Private sector
Size: Based on estimated duration of project and support package (support package indicates size of support team and SLA response time)
Organizational Structure (Not Relevant: All projects and support teams report to the same management structure)
Type of Work (Not Relevant: All work is different and based on customer requirements) |
| Sampling Factor Values: |
Government (Customer): Projects and Support team for Thai government contract
Private (Customer): Projects and Support team that develop and support for private client
Small (Size): Projects estimated to be less than 3 months duration
Medium (Size): Projects estimated to be 3- 6 months duration
Large (Size): Projects estimated to be greater than 6 months duration
Standard (Size): Standard Support Package (example SLA for severity 1 resolution time is 1 day)
Gold (Size): Gold Support Package (example SLA for severity 1 resolution time is 2 hours)
Platinum (Size): Platinum Support Package (example SLA for severity 1 resolution time is 1 hour) |
| Subgroups: |
Government/Large: Government funded work with project estimated greater than 6 months. All government contracts are from same client; BOI.
3 People, 1 Basic Units
– Government
– Large
Private/Medium: Project in private sector estimated between 3-6 months duration
4 People, 2 Basic Units
– Private
– Medium
Government/Gold: Government funded support work using Gold support package
4 People, 2 Basic Units
– Government
– Gold |