| Sampling Factors: |
Location (Not Relevant: All projects and support team are based in same location Bangkok, Thailand.)
Customer (Not Relevant: All projects are for government organization.)
Size: Based on estimated duration of project and support package (support package indicate size of support team and SLA response time)
Organizational Structure (Not Relevant: All projects and support team report to the same organization structure.)
Type of Work: Either software development or support |
| Sampling Factor Values: |
Small (Size): Project estimated to be less than 3 months duration
Medium (Size): Project estimated to be between 3-6 months duration
Large (Size): Project estimated to be greater than 6 months duration
Standard (Size): Standard support package (example SLA for serverity 1 resolution time is 1 day)
Gold (Size): Gold Support package (example SLA for serverity 1 resolution time is 2 hours)
Platinum (Size): Platinum Support package (example SLA for serverity 1 resolution time is 1 hour)
Development (Type of Work): New Software Development
Support (Type of Work): Support and Maintenance of already released software product |
| Subgroups: |
Medium Development: New software development projects estimated to be between 3-6 months
2 People, 1 Basic Units
– Medium
– Development
Large development: New software development projects estimated to be greater than 6 months
9 People, 2 Basic Units
– Development
– Large
Gold Support: Support projects using the gold support package (e.g. SLA for severity 1 resolution is 2 hours)
3 People, 3 Basic Units
– Gold
– Support |