| Sampling Factors: |
Location (Not Relevant: Single location.)
Customer (Not Relevant: No specific mandate from any customer that would influence the process.)
Size (Not Relevant: Service delivered is the same irrespective of resources in a work unit.)
Organizational Structure (Not Relevant: All work units follow same standard set of processes.)
Type of Work: Three classes of services are delivered. |
| Sampling Factor Values: |
Platinum (Type of Work): Unlimited Service Requests with 24 x 7 x 365 support.
Gold (Type of Work): Unlimited Service Requests with 12 x 5 support (12 hours on Working Days)
Silver (Type of Work): Upto 15 Service Requests with 8 x 5 support ( Office hours on Working Days) |
| Subgroups: |
Platinum Services: Work Units offering Platinum class of services.
7 People, 12 Basic Units
– Platinum
Gold Services: Work Units offering Gold class of services.
16 People, 13 Basic Units
– Gold
Silver Services: Work Units offering Silver class of services.
35 People, 26 Basic Units
– Silver |