| Sampling Factors: |
Location (Not Relevant: The company has sales branches in Guanajuato, Queretaro, and Mexico City. The organization”s main offices are in Aguascalientes, where the Organizational Unit is located. The OU attends all the clients of the company.)
Customer (Not Relevant: The support service is standard regardless the customer type.)
Size: Services are sold as: (1) support policies, or (2) transactional service requests.
Organizational Structure (Not Relevant: All work is under the supervision of the IT Services Manager.)
Type of Work (Not Relevant: Technical support is the only service being delivered by the organizational unit.) |
| Sampling Factor Values: |
Service Policy (Size): Yearlong service support contract.
Transactional Request (Size): Pay per service request. |
| Subgroups: |
IT Service Policies: Set of active support policies. Every active customer has a service policy.
8 People, 11 Basic Units
– Service Policy
IT Transactional Requests: Set of transactional requests. All requests are managed in an annual basic unit.
1 People, 1 Basic Units
– Transactional Request |