| Sampling Factors: |
Location (Not Relevant: The Services team is based in many offices and remote locations and works with customers all over the United States and Canada.)
Customer (Not Relevant: Work is not performed for specific customers and there is no intention to create customer-specific processes. (Note: some customers request agenda and document templates use site-specific templates, but this does not change the process.))
Size (Not Relevant: The size of work does not impact processes.)
Organizational Structure (Not Relevant: Work is performed the same regardless of manager. Two Directors represent East and West sites, but the same processes are followed by each group.)
Type of Work: All project work falls in to one of three types of work. The organization tailors processes based on the following types: • New installations • Upgrade projects • Add-on projects |
| Sampling Factor Values: |
New Installs (Type of Work): Customers receiving their first installation of the IWS Cardiology products
Upgrades (Type of Work): Customers receiving a new version of an existing installed product
Add-ons (Type of Work): Existing customers receiving a new component, whether hardware, software module, or service |
| Subgroups: |
New Installs: New installs
32 People, 35 Basic Units
– New Installs
Upgrades: Upgrades
32 People, 23 Basic Units
– Upgrades
Add-ons: Add-ons
16 People, 36 Basic Units
– Add-ons |