The diagram shown on the following page provides an outline of how end user response is measured. When an end user uses a browser to view a Web page (step 1), the end user response measurement function collects data and sends it to the Proxy Manager (the collection server) (step 2). The data is then sent to the Manager and converted into database form (step 3).
When the system administrator requests data from the Manager, the operation management client extracts data from the Manager (step 4), processes it for viewing and displays it to the system administrator (step 5).
End user response information can also be sent directly to the Manager without traveling via the Proxy Manager.
During this process, the internal operation of the Manager, the Proxy Manager and the end user machine is as shown in the following diagram. The yellow areas of the diagram are the components of the end user response measurement function. Operation 1 in the diagram occurs when the Browser Agent, which is monitoring Windows events, detects that the user has finished viewing a Web page and sends the collected data to the Proxy Manager (collection server). Operation 3 involves transferring the collected data from the Proxy Manager to the Manager and converting it into database form.
Point
In the case of a Web system within a company, a Browser Agent is installed on the machine of the end user of a business service, and then the work efficiency of the business service (i.e., the response) can be managed based on data relating to the actual system response felt by the end user.
In the case of a Web system used to conduct electronic commerce between businesses (BtoB), a Browser Agent is installed on the business terminal of the partner company, and customer satisfaction levels (the response) given by the services of one's own company can be managed based on data relating to the actual system response felt by the users at the partner company.
In the case of a Web system used to conduct electronic commerce aimed at consumers (BtoC), a Browser Agent is installed on the machine of the member customer, and customer satisfaction levels (the response) given by the services of one's own company can be managed based on data relating to the actual system response felt by each customer.
