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Performance addresses how well a product or service performs the customer s
intended use. To design a system with high quality performance, project stake-
holders must address many issues. What volumes of data and transactions
should the system be capable of handling? How many simultaneous users
should the system be designed to handle? What is the projected growth rate
in the number of users? What type of equipment must the system run on? How
fast must the response time be for different aspects of the system under differ-
ent circumstances? For the EIS in the opening case, several of the quality pro-
blems appear to relate to performance issues. The system is failing a couple of
times a month, and users are unsatisfied with the response time. The project
team may not have had specific performance requirements or tested the sys-
tem under the right conditions to deliver the expected performance. Buying fas-
ter hardware might address these performance issues. Another performance
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