| Sampling Factors: |
Location (Not Relevant: All the units considered in the scope of the appraisal are based on the same office in Mexico City, and following the same processes)
Customer (Not Relevant: Service requests are processed using DSA’s processes and tools)
Size (Not Relevant: Although both subgroups result in user requests of different sizes, the size of the requests is similar in each of the subgroups. Typically less than one week in one of them and something in the range between one 6 and 15 days in the other)
Organizational Structure (Not Relevant: Structure is common for both subgroups, with one support function serving both of them)
Type of Work: This point consolidates the key factor affecting the way in which processes are being implemented, resulting in Solutions Delivery and Consulting services |
| Sampling Factor Values: |
CON (Type of Work): Service for supporting small customer requests and bug fixing in exiting maintenance contracts
SOLDEL (Type of Work): Service for implementing BI components or enhancing existing ones |
| Subgroups: |
1. Consulting and Support Service: Services for supporting small customer requests and bug fixing in existing maintenance contracts.
6 People, 1 Basic Units
– CON
2. Solutions Delivery and Implementation Service: Services for implementing BI components or enhancing existing ones
18 People, 1 Basic Units
– SOLDEL |