| Sampling Factors: |
Location (Not Relevant: The location of SWF Technologies SA de CV is Merida (in the state of Yucatan, Mexico).)
Customer (Not Relevant: The company only serves commercial customers.)
Size (Not Relevant: Basic units are managed on a bimonthly basis, thus they are approximately the same size. Also, the team involved in the organizational unit is small.)
Organizational Structure (Not Relevant: All work performed by the organizational unit is supervised by the Service Desk Manager.)
Type of Work (Not Relevant: The only type of work performed by the organizational unit is technical support to customers.)
Type of Service: Services delivered by the organizational unit. |
| Sampling Factor Values: |
Tech support (Type of Service): All services delivered by the organizational unit.
Other (Type of Service): Null value. |
| Subgroups: |
Subgroup 1: The tech support service is related to providing IT assistance to customers. It is managed by periods of time (i.e. bimonthly periods). These projects are executed sequentially; therefore there is only one on-going project at a time.
6 People, 2 Basic Units
– Tech support |