| Sampling Factors: |
Location (Not Relevant: the service delivered by the company is executed from a single centralized location, though the assignments of the technical staff could be taken from other locations.)
Customer: Type of customers the organization manages.
Size (Not Relevant: All service requests are managed in the same way independent on the effort estimated to implement them; the implementation activities are outsourced)
Organizational Structure (Not Relevant: All the service agreements are managed by following the same organizational structure.)
Type of Work (Not Relevant: For all customers the same maintenance service is performed) |
| Sampling Factor Values: |
OB (Customer): Operator belonging to the company
Corporate (Customer): Internal customer of the organization |
| Subgroups: |
G1: Maintenance service agreements with Operators.
24 People, 34 Basic Units
– OB
G2: Maintenance service agreements with Operators.
5 People, 7 Basic Units
– Corporate |