Whenever we receive complain on Performance, we look for what causes the problem for this transaction and come up with the solution – mostly from Database end. A lot of tools/techniques from Infrastructure end and Approach/Method are being used in the phase of Performance Troubleshooting. In Digital era the traditional approach is not enough to restore services against performance issue(s). It is now agreed that digitalization brings performance challenges in a complex manner. Hence, a unified approach is required to fix performance issue. Time Management – Clock Time & MIND Time is the heart of Performance, is my research output. And Critical Thinking is the only way to QoR.

1. Performance Optimization:
A combination of User Experience, Business and IT
Md MozammelHoque
Enterprise Consultant
Presented by
Chittagong Mohila
PolytechnicInstitute
Organized by
From 14:00pm to 17:00pm 19 JUL 2017

2. Name Md Mozammel Hoque
Designation Enterprise Consultant at InfraOptimization
Career at a glance
17 years+ as Executive leader, Enterprise Consultant, Researcher, Program Manager,
and Software Engineer in Telco, Banking, Manufacturing and Retail Industries. He
supported more than 70 Clients (on site and off-shore) with hundreds of projects in
the area of OLTP, DWH, DSS, Graph DB covering North America, Europe, West Africa
and Asia. He worked as (Assistant) Researcher on the field of Socio-Anthropology,
and had teaching experience.
He has served as Enterprise Consultant at InfraOptimization, as Management &
Strategy Consultant at E-Tec Ltd., as CTO at NTS, as Sr. Technical Consultant at
Huawei (Base Zone: West Africa), as Oracle Trainer at IBCS-PRIMAX and as APPS DBA
at DatabaseIntelligence (Russia).
Publication
A number of Technical and Non-Technical articles were published including Unique
Research in 3MS/HUAWEI Case Center. Introduced 7 RIGHTS concept for better
business output, which was disclosed (and organized by) at the Faculty of Business
Administration, University of Chittagong, Bangladesh on May 25, 2016.
Public Speaker
He has been the speaker on Optimization: Business and IT hosted by the University
of Chittagong, Bangladesh and IBCS-Primax (Dhaka, Bangladesh).
Professional
Certification
Oracle Certified Expert (OCE) - Oracle RAC 11g Release 2 and Performance Tuning,
Oracle Certified Specialist (OCS) - Oracle Database 11g Data Warehouse, Oracle
Certified Professional (OCP) - R12, 11g, 10g and 9i.ITIL V3 Foundation Certified from
EXIN. Passed Total 31 exams with all distinct result i.e. Database, Operating System,
Network, Security, OCS/CBS, Storage, ITIL etc. in HUAWEI exam system.
Reward
Honorable Performance Reward for the year of 2013, Best performance award for
the year of 2012 for Etisalat Nigeria project from Huawei, and Two times best
performance award (2010 and 2011) from Zain (now Airtel) Telco in Nigeria on
behalf of International Turnkey System.
Education
MSC and BSC in Applied Informatics in Economics from Rostov State University of
Civil Engineering, Russia in 2006
MA in 1997 and BA in 1996 in History from the University of Dhaka, Bangladesh
Languages known Bengali, English, Russian, and French

3. Presenter’s Thought
 Quality of Critical Thinking (from Heart and
Brain) and Practicing Culture of Quality leads
to Quality of Results.
 Learn from Learners & Feel it.
- What to Know | Do
- Why to know | Do
- How to Know | Do
Process:
Key Learning Principle
Procedure

4. Effectiveness: Doing the right things
Efficiency : Doing things right

5. Concept ofPerformance
Business, User Experience and ITPerspective
Holistic Concept
QoS – Quality of Service: Objective measure related to the technology.
QoE | QoX | QX– Quality of Experience : Subjective measure from user’s
perspective. QoE provides an assessment of human expectations, feelings,
perceptions, cognition and satisfaction with respect to a particular product,
service or application. QoE is a blueprint of all human subjective and objective
quality needs and experiences arising from the interaction of a person with
technology and with business entities in a particular context.
UX ( User Experience) is all about user feeling , i.e self-directed, self-*.
Source: https://en.wikipedia.org/wiki/Quality_of_experience

6. Concept ofPerformance
Business, User Experience and IT
Performance is only about time, which is defined by Perspective and Perception:
User Experience (psychological), Business (objective) and IT.
Time can be analyzed by Wait: Active Wait Time and Passive Wait Time, and/or
Delay, which differs from person to person, business to business. Hence, Time is
a relative concept. From User’s perspective performance cannot be measured by
calculation method because user’s experience (UX) is controlled by his own Time
– Heart & Brain. From Business angle performance can be measured if there is
performance baseline/metrics, which is controlled by Clock time, i.e. Objective
Time. Objective Time can be defined, measured, managed and improved because
it can be tracked, monitored and controlled.
Measures of effectiveness (MOE) is how well the task is accomplished.
Measures of performance (MOP) is, components or subsets of MOEs, a
quantifiable process , which is defined by business and User perception.
Performance Management ensures Performance Metric/Measurement are met
from the correlation of UX, Business and IT end.
Performance Improvement is not Performance Optimization. Performance
Improvement means doing things faster and Performance Optimization means
efficiency and effectiveness in order to meet a user’s and Business expectation.

7. Concept ofPerformance
Business, User Experience and ITPerspective
Any user request has wait event, which is categorized as follows:
- Active Wait: Busy Time
- Passive Wait: Idle Time
According to D. Maister, M. Davis, J. Heineke and E. Peppiatt
Psychology ofwaiting is as follows:
 Occupied time (Active Time) feels shorter than unoccupiedtime
(Passive Time)
 People want to get started (pre-process waits feel longer than in-
processwaits)
 Anxiety makes waits seemlonger.
 Uncertain waits are longer than known, finitewaits.
 Unexplained waits are longer than explainedwaits.
 Unfair waits are longer than equitablewaits.
 The more valuable the service, the longer the customer will wait.
 Solo waits feel longer than group waits.
 Uncomfortable waits feel longer thancomfortable waits.
 New or infrequent users feel they wait longer than frequent users.
Time
Assessment
Measurement
Evaluation
Objective time (Clock Time) and Psychological Time (BrainTime)
Monitoring the progress
Gauzing themetrics
Determination

8. Performance Concern
What matters to User and/or Business
What to monitor to manage quality of User Experience
 User Experience (UX) vs Usability
 Slowtime vsDowntime
 Application Uptime vs User Experience and Expectation
 Active Wait vs Passive Wait
 Request Time vs Response Time
 Real Time vs Right Time
 Response Time vs Speed
 Digital Technology vsReality
 Minimize the GAP between User Experienceand Expectation
 Performance Improvement vs Optimization
 Perception vs Perspective
 Maximum Tolerable Downtime/Degradation/Outage (MTD | MTO)

9. The Relationship Between the Business Impact
Analysis and Risk Assessment
Business Impact Analysis focuses on theimpact of service
disruption: slow performance or outage.
Risk Assessment answers the ability to deliver.
According to ISO 27001, better safe thansorry.
What needs to be protected?
Who/What are the threats and vulnerabilities?
What are the implications if they weredamaged or lost?
What is the value to theorganization?
What can be done to minimize exposure to the loss or damage?
Time
Assessment
Measurement
Evaluation
Objective time (Clock Time) and Psychological Time (Brain &HeartTime)
Monitoring the progress
Gauzing themetrics
Determination

10. Tolerance Management
Maximum Tolerable Downtime/Degradation/Outage (MTD | MTO)
which defines the total amount of time that a business process
can be disrupted without causing any unacceptable
consequences.
MTD = RTO + WRT
Work Recovery Time (WRT) determinesthe maximum
tolerable amount of time that is needed to verify the system
and/or data integrity.
Recovery Time Objective (RTO) determines the maximum
tolerable amount of time needed to bring all critical systems back
online.
Recovery Point Objective (RPO) determines the maximum
acceptable amountof data loss measured in time

11. Impact ofPerformance
When GoesWrong
Frustration
An emotional Impact of Performance.
Comes from Delay | Passive Wait | Slow Performance,
i.e. Total failure of Time Management:
UX Heart & Brain Time
Business Business Time Metrics
IT Business Application and Infrastructure
Consequences:
- Loss of Loyalty
- Loss ofRevenue

12. Approaches to Performance Issue
Focus: What Matters & Reflection to User, Business and IT
Overarching understanding of the impact of Business and User - Perception ,
Perspective and Interaction and Performance Concern Areas have been triggered
to ponder developing a unified approach to performance issue.
Approaches to Performance issue should be Logically and Holistically followed by
understanding Enterprise Architecture and Gathering Required Information to be
analyzed accurately.
What is the Performance problemstatement?
Where is the PerformanceProblem?
Defining &Isolating Issue
What
Where
When
Is Slow?
Is Dependency?

13. Approaches to Performance Issue
Focus: What Matters & Reflection to User, Business and IT
Approach Name: OverallMethod – Clock Time & MIND Time
Scope of Approaches: Analysis and Analytics
- UX - Perception and Perspective (Brain & Heart Time)
- Analyze all Business Processes & Business Transactions
- Analyze the IT Architecture
Explanation: Overall Method , A Critical Thinking Approach, leads to the
pinpoint root cause of the performance problem. This approach is not only
fix the performance issue(s) but also heals the others unknown problems.

14. Way of Performance Management
http://www.mynetworks.me/wp-content/uploads/2015/07/ITIL-poster-2011.pdf
Service
design
Service
operation
Continual
service
improvement
Service
transition
Service
strategy
Services Life cycle
 ITIL® 2011 – The big picture
 Lean Six Sigma

15. THE
END