Performance Analysis Techniques and Metrics
Overview
You’ve just been promoted to be the performance engineering manager of the end user support organization for your company. Your company has employees working from home with laptop computers and some still in the office using laptop and desktop computers. End user requests come in around the clock, at various rates, and via calls, online requests, or walk-ins.
Requirements
Write a 3–5-page paper in which you:
- Describe a method you would use for each of the following:
- To identify limits on system capacity and define service and interarrival time variability.
- To create scheduling rules.
- To perform what-if analysis.
- Discuss the types of metrics you would implement to optimize the performance of your organization from both a user experience and a resource utilization perspective.
- Explain how you would differentiate the objectives of your performance metrics between phone call, online, and walk-in requests.
- Describe whether service requests are queued up for your organization to form an open or closed queueing system, and fully justify why they follow this format.
