| Sampling Factors: |
Location (Not Relevant: The organizational unit is located in Mexicali (in the state of Baja California, Mexico).)
Customer (Not Relevant: All customers are private and they belong to the freight carrier business.)
Size (Not Relevant: It is a small organization, thence all teams are small. Despite basic units” complexity the same process is used, therefore complexity affects duration but not the way work is performed.)
Organizational Structure: Two managers are responsible for services: (1) Operations Manager, (2) Software Manager.
Type of Work: Three types of work are in the scope: (1) Software Maintenance, (2) Software Implementation, and (3) Customer Support. |
| Sampling Factor Values: |
Operations Manager (Organizational Structure): Responsible for software implementation and tech support services.
Software Manager (Organizational Structure): Responsible for software maintenance.
Software Maintenance (Type of Work): The software department is responsible for software maintenance of the organization”s software products.
Software Implementation (Type of Work): The software implementation group is in charge of deploying software products in the clients” infrastructure.
Customer Support (Type of Work): Tech support to the organization”s clients. |
| Subgroups: |
Subgroup 1: Customer support service.
8 People, 1 Basic Units
– Operations Manager
– Customer Support
Subgroup 2: Software deployment/implementation service.
5 People, 1 Basic Units
– Software Implementation
– Operations Manager
Subgroup 3: Software maintenance service.
13 People, 1 Basic Units
– Software Manager
– Software Maintenance |