Organization
Organization Name: Main Telecom
Organizational Unit: Onsite & Online Support Services
Appraisal Sponsor Name: Hesham ABDELSALAM
Lead Appraiser Name: Madiha Hassan
Partner Name: Software Engineering Competence Center (SECC)

Organizational Unit Description
Basic Units / Support Functions:
Yearly work Management for on-line Support
    Cairo, Egypt
Yearly work Management for on-site Support
    Cairo, Egypt
QA - Function
    Cairo, Egypt

Organizational Sample Size
% of people included: 100
% of projects/units included: 100
Org Scope Description: All the onsite and online services support

Appraisal Description
Last Day of Appraisal Onsite: Jun 04, 2016
Appraisal Expiration Date: Jun 04, 2019
Appraisal Method Used: SCAMPI V1.3 A
Model Information: CMMI-SVC v1.3
Sampling Summary
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

Model Scope and Appraisal Ratings
CMMI-SVC v1.3
Process Management Project Management Support Service Establishment and Delivery
OPD
OPF
OT
OPP
OPM
WP
WMC
REQM
SAM
CAM
IWM
RSKM
SCON
QWM
CM
MA
PPQA
DAR
CAR
SD
IRP
SST
STSM
Maturity Level:Sponsor Requests No ML