Organization Name：
（组织名称） SG Sistemas Ltda
（组织名称） SG Sistemas Ltda
Organizational Unit：
（组织单位） All services and projects
（组织单位） All services and projects
Maturity Level：
（成熟度） Maturity Level 2
（成熟度） Maturity Level 2
Appraisal End Date：
（评估结束日期） Dec 20, 2013
（评估结束日期） Dec 20, 2013
Lead Appraiser：
（主任评估师） Ana Rouiller
（主任评估师） Ana Rouiller
Sponsor：
（发起人） JOAQUIM TAVARES
（发起人） JOAQUIM TAVARES
- Sampling Summary：
（抽样汇总） -
Sampling Factors: Location (Not Relevant: Just one location (Maringa) is considered for this appraisal)
Customer (Not Relevant: All customers of SG are considered in this appraisal and all services/projects are performed following the same processes (not depend of customer))
Size (Not Relevant: All projects/services are executed always for fixed number of people inside of teams. Size does not influence the process followed by teams to execute the projects and services.)
Organizational Structure (Not Relevant: All parts of company are select to be appraised. All work under the organization use the same structure.)
Type of Work: Type of work differ considering the software development and services. The type of work can affect the process that is usedSampling Factor Values: Software development (Type of Work): Work that is executed to do the maintenance and new implementations on software products
Support and Implementation (Type of Work): Work that is executed to helpdesk (level 1 and 2), do the products installation, to do customer training
Commercial (Type of Work): work that is executed to sales and retain customers of SG product and services
Administrative (Type of Work): Work that is executed to support the administrative needs of SG (ex: financial, HR, account, etc)
Verification and Requirement (Type of Work): Work that is executed to do the test, help for customers and requirement elicitation of SG products, helpdeks level 3Subgroups: Software Development Subgroup: This subgroup is responsable to realize all maintenance and evolution of SG softwares (the main are: SGvx, SGFoods, SGFrente, SGContábil, SGLoja)
29 People, 3 Basic Units
– Software development
Support and Implementation Subgroup: This subgroup is responsible to maintain the contact (doing helpdesk, validation, implantation, etc) with more than 1700 customers that use the SG products. People are not specialized on specific products or services in this subgroup. They are trained to work in all activities that is necessary. This group realize verification and validation of requests of customers,too
39 People, 1 Basic Units
– Support and Implementation
Commercial Subgroup: This subgroup do the marketing, proposals, customer registration and prospecting
8 People, 1 Basic Units
– Commercial
Administrative Subgroup: This subgroup execute admistrative, finantial and HR activities
10 People, 1 Basic Units
– Administrative
Verification and Requirement Subgroup: This subgroup is responsable to do helpdesk, requirement elicitation, verification and validation for some specific requests of customers (that Support subgroup are not able to treat)
10 People, 1 Basic Units
– Verification and Requirement
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