What might be causing the slow response time? Prepare a brief memo explaining system performance and workload measurement, using nontechnical language that New Century users can understand easily.

What will be an ideal response?

The New Century system has been in operation for about four months, so most initial system errors probably have been identified and corrected. Calls are received almost daily with verbal requests for assistance and changes in reports and screen forms. A formal procedure for making maintenance requests and deciding what work will be done certainly is necessary and would allow the associates to decide which maintenance projects they want performed and are willing to pay for. A sample procedure might resemble the following:

a. Any office staff member with a request for maintenance fills out a request for change form. The form could be similar to the systems request form shown in Figure 2-10 on page 51 of the textbook.
b. All completed request forms are given to Anita Davenport, the office manager.
c. Anita reviews requests as she receives them. If she determines that a particular request identifies a critical problem, she can contact you immediately. Otherwise, the requests are saved and filed.
d. Once every two weeks, you and Anita meet to review the request forms.
e. For each request that you and Anita agree deserves further investigation, you will perform an impact analysis and prepare a proposal that includes time and cost estimates for the maintenance work to be done.
f. The maintenance proposals are submitted to the associates, who decide which maintenance projects you should do and what the priorities should be.