| Sampling Factors: |
Location (Not Relevant: No, because all services are registered inside of a same system, which is operated from the offices in Mexico City.)
Customer (Not Relevant: No, because customers can request all the services that Spot provides in the same way. Spot fulfills the requests following the defined processes and services.)
Size (Not Relevant: No, because the size of requests is not relevant for the performing of the services. All services are offering in the same way.)
Organizational Structure (Not Relevant: No, because all services are managed by the Customer Service Unit.)
Type of Work: There are two types of policies to work: standard policy and extended policy. |
| Sampling Factor Values: |
Standard Policy (Type of Work): Support and maintenance policy that included the three standard services of Spot: – Maintenance – Support – Solving doubts
Extended Policy (Type of Work): Customers that have a support and maintenance policy, but they include to the standard services, additional services as: – Training – Request adjustments – Consultancy |
| Subgroups: |
Standard Policy: Support and maintenance policy that included the three standard services of Spot: – Maintenance – Support – Solving doubts
3 People, 70 Basic Units
– Standard Policy
Extended Policy: Customers that have a support and maintenance policy, but they include to the standard services, additional services as: – Training – Request adjustments – Consultancy
2 People, 7 Basic Units
– Extended Policy |