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Sampling Factors:
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Location (Not Relevant: One location: Currently, the OU is located at the city of Guadalajara (in the state of Jalisco, Mexico).)
Customer (Not Relevant: One type of customer: Only private customers.)
Size: Size is directly related to the life cycle and type of work: (1) Waterfall lifecycle for software implementation projects of any size; (2) Continuous operation for customer support services, split into 6-months periods.
Organizational Structure (Not Relevant: One department: All activities are under the supervision of the SAP Consulting Manager.)
Type of Work: Two types of work: (1) Software implementation projects; (2) Customer support service. |
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Sampling Factor Values:
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Waterfall (Size): Regardless complexity/size all software implementation projects are managed by using a waterfall approach. Therefore, size affects duration but not the way work is performed.
Continuous operation (Size): The customer support service is a continuous operation; this type of work is split in half-years to manage it.
Software implementation projects (Type of Work): Projects to customize SAP to the customers’ needs.
Customer support service (Type of Work): Technical support regarding SAP to current active customers. |
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Subgroups:
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Subgroup 1: SAP implementation projects.
4 People, 1 Basic Units
– Waterfall
– Software implementation projects
Subgroup 2: Customer support service to the current installed base of customers.
10 People, 1 Basic Units
– Customer support service
– Continuous operation
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