Explain how you would differentiate the objectives of your performance metrics between phone call, online, and walk-in requests.

Discussion-  Assume that you are the computer performance analyst for your local pharmacy in March 2020 just as the Covid-19 pandemic is taking hold. You will need to quickly come up with a new reference workload for your pharmacy.

Describe the current state of workload for a typical pharmacy before the pandemic became reality from the perspective of the following questions:

Is it regularly paced?

Does it vary seasonally or by time of day?

• Is demand growing over time?
• Is it inherently subject to potentially disruptive bursts of activity?
• Describe how you think each of these behaviors will change over the next few months based on the impact of the pandemic.
• Explain what impediments may occur within the computing architecture due to the change, and how you would address these changes.

Paper – 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.

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.

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