| Sampling Factors: |
Location (Not Relevant: There is only one location where work is done)
Customer (Not Relevant: The diversity of customers are subjected to the same process.)
Size (Not Relevant: The size of Basic unit has no effect on the process executed)
Organizational Structure (Not Relevant: All services are executed under the same org structure)
Type of Work: There is two types of services are supported by the organization unit in the scope of the appraisal (on-site support) & on-line support) |
| Sampling Factor Values: |
On-site Support (Type of Work): On-site customer support including installation, site setting, maintenance, practical help of usage and bug fixes.
On-line Support (Type of Work): Remote assistance services through telephone, internet capabilities |
| Subgroups: |
Subgroup(1): Site intervention for modifying, replacing, and upgrading both HW, SW, including problem diagnosis and scheduled check-up
7 People, 1 Basic Units
– On-site Support
Subgroup(2): Remote assistance services through telephone & internet capabilities
6 People, 1 Basic Units
– On-line Support |