| Sampling Factors: |
Location (Not Relevant: The only location for the company is Guadalajara, México. The service (customer/technical support) is provided by virtual means from the company’s location.)
Customer (Not Relevant: There is only one type of customer, and that is taxpayers who are obligated, by the Mexican Revenue Service, to deliver electronic invoices.)
Size (Not Relevant: Small organization, all people within the organizational unit (6 people) are involved in the service.)
Organizational Structure (Not Relevant: All people report to the Chief Operations Officer.)
Type of Work: The OU (organization unit) is a help-desk, which is divided in two tiers: (1) Tier 1: help-desk front-end; (2) Tier 2: help-desk back-end. |
| Sampling Factor Values: |
Tier 1 (Type of Work): help-desk front-end.
Tier 2 (Type of Work): help-desk back-end. |
| Subgroups: |
Subgroup 1: Initial support level, responsible for basic customer issues.
3 People, 1 Basic Units
– Tier 1
Subgroup 2: More in-depth technical support level, responsible for advanced technical troubleshooting.
2 People, 1 Basic Units
– Tier 2 |