Understanding Key Performance Drivers
“This seems slow” is not a very helpful comment. It isn’t even a problem. It is just a complaint. For anyone in support or consulting, it can be incredibly frustrating. But you have to get past that frustration and uncover the issue. When someone states a complaint, instead of an issue, then it is clear that there is frustration, and some upset about how the application is performing. What is not clear from a statement like that is the cause of that upset. There isn’t even a starting point, or any place to go when someone says that. The person supporting that user now has to drill into what the issue is. “What is slow?” “What are you doing?” “Has it been this way for some time?”
“Slow” is a relative term. ...
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