- Sampling Summary：
（抽样汇总） -
Sampling Factors: Location (Not Relevant: Projects are executed at multiple locations. Process followed by projects is consistent across types of projects and do not vary based on location. Hence location is not an influencing factor.)
Customer (Not Relevant: Projects are executed for multiple federal agencies. However projects in the OU follow InquisIT defined QMS processes. The standard processes are not impacted based on customer. Hence customer is not an influencing factor.)
Size (Not Relevant: InquisIT processes do not vary and do not differentiate projects based on size. There is no variation in the work performed by the projects based on the team size. Hence size is not an influencing factor.)
Organizational Structure (Not Relevant: OU is organized as a single unit. Projects are executed in the same unit. Hence organizational structure does not influence process.)
Type of Work: (Relevant: Type of work i.e. Infrastructure Support / Help Desk Support influences the process as estimations, capacity planning and service delivery processes are performed differently.)Sampling Factor Values: IS (Type of Work): Projects primarily of Infrastructure support in nature.
HDS (Type of Work): Projects primarily of Help Desk support nature.Subgroups: OD–IS: Infrastructure Support Services are focused on managing the IT Infrastructure and Systems, ensuring highest levels of IT service availability for customer business applications. Service options are customized to include different infrastructure elements and levels of availability as required by each customer. IT infrastructure supported include Hardware Platforms & System Software, Network & Enterprise Security, Virtual & Cloud Platforms and Database Systems.
16 People, 2 Basic Units
– IS
OD-HDS: Help desk services are centralized, office-based, used for receiving or transmitting a large volume of requests by telephone, email, chat, automated service request, and in some cases physical mail. An inbound contact center is operated to administer product support or information inquiries from consumers and directing those inquires to the appropriate destinations. The help desk maintains an open work-space with workstations.
28 People, 5 Basic Units
– HDS