| Sampling Factors: |
Location (Not Relevant: All activities are located in Shanghai)
Customer (Not Relevant: Methodology is not influenced by the customer ; all customers are internal)
Size (Not Relevant: The Standard Operations Process (SOP) is defined at Roche corporate level and is applied within Asia Pacific and the Shanghai branch; team size does not impact how Level 1 and Level 2/3 services are provided)
Organizational Structure (Not Relevant: Organizational structure corresponds to the type of work done (see Type of Work))
Type of Work: The type of Work may be level 1 support or level 2/3 support (including project work) |
| Sampling Factor Values: |
Level 1 user support (Type of Work): Level 1 user support, covering all CMMI-SVC types of practices except SSD (no project work) and SAM (no subcontracted work)
Level 2 and 3 user support (Type of Work): Level 2 and 3 user support, including project work, covering all CMMI-SVC types of practices, including SSD and SAM |
| Subgroups: |
Level 1 user support: Level 1 user support, covering all CMMI-SVC types of practices except SSD (no project work) and SAM (no subcontracted work)
22 People, 1 Basic Units
– Level 1 user support
Level 2 and 3 user support: Level 2 and 3 user support, including project work, covering all CMMI-SVC types of practices, including SSD and SAM
38 People, 2 Basic Units
– Level 2 and 3 user support |