| Sampling Factors: |
Location (Not Relevant: This sampling factor is not relevant because all work is performed in a single site.)
Customer (Not Relevant: This sampling factor is not relevant because service lines make no customer distinctions. All services customers sign to the same base contract.)
Size (Not Relevant: This sampling factor is not relevant because service delivery is not affected by assigned personnel. All personnel is fixed.)
Organizational Structure (Not Relevant: This sampling factor is not relevant as only one division in the organizational chart is considered.)
Type of Work: Two types of work are considered: Service Support and Software Development. |
| Sampling Factor Values: |
Service Support (Type of Work): All the division of the company in charge of processing service requests, technical support, specialized accounting services and end user training.
Software Projects (Type of Work): The people in this subgroup works on maintaining the core product of the company. The concept of project refers to software updates that include new functionality, compliances to new law regulations and system patching. |
| Subgroups: |
SS: This subgroup contains all basic units related to service delivery.
16 People, 2 Basic Units
– Service Support
SP: This subgroup contains all basic units related to Software Projects intended to keep the core product that is sold as SaaS.
8 People, 2 Basic Units
– Software Projects |