Please explain step-by-step how to organize this and how to perform calculations.

Suppose you have just been appointed manager of a help desk with an IS department. You have been there for just a week, and you are amazed to find only limited data to help you manage your employees. In fact, the only data kept con-cerns the processing of particular issues, called Tickets. The following data are kept: Ticket#, Date_Submitted, Date_Opened, Date_Closed, Type (new or repeat), Reporting_ Employee_Name, Reporting_Employee_Division, Technician_Name_Problem_System, and Problem_Description. You can find sample Ticket data in the Excel file Ch11Ex01_U11e.xlsx.

As a manager, you need information that will help you manage. Specifically, you need information that will help you learn who are your best-and worst-performing technicians, how different systems compare in terms of number of problems reported and the time required to fix those problems, how different divisions compare in terms of problems reported and the time required to fix them, which technicians are the best and worst at solving problems with particular systems, and which technicians are best and worst at solving problems from particular divisions.

a. Use Access, Excel, or a combination of the two to produce the information you need using the data in the Excel file Ch11Ex01_U11e.xlsx. In your answer, you may use queries, formulas, reports, forms, graphs, pivot tables, pivot charts, or any other type of Access or Excel display. Choose the best display for the type of information you are producing.

b. Explain how you would use these different types of information to manage your department.

Ticket #	Date_Submitted	Date_Opened	Date_Closed	Type	Reporting_Employee_Name	Reporting_Employee_Division	Technician_Name	Problem_System	Problem_Description
1	11/1/2018	11/1/2018	11/3/2018	New	Dency Jenkins	Wagons & Carts	Rob Owens	Production Scheduling	Network Fault
2	11/2/2018	11/3/2018	11/6/2018	Repeat	Nick Lyons	Dolls & Action Figures	Dennis Rivers	Accounts Payable	Master Update Error
3	11/5/2018	11/6/2018	11/7/2018	New	Robert Michaels	Robotic Toys	Rob Owens	Order Entry	Log-in Error
4	11/5/2018	11/6/2018	11/10/2018	New	Randy Immons	Sleds & Toboggans	Anita Jenkins	Sales Quota Computation	Reporting Error
5	11/11/2018	11/12/2018	11/14/2018	Repeat	Dency Jenkins	Wagons & Carts	Rob Owens	Production Scheduling	Network Fault
6	11/13/2018	11/14/2018	11/16/2018	New	Molly Tanner	Dolls & Action Figures	Anita Jenkins	Customer Service	Database Access Error
7	11/14/2018	11/17/2018	11/18/2018	Repeat	Dency Jenkins	Wagons & Carts	Rob Owens	Production Scheduling	Network Fault
8	11/20/2018	11/20/2018	11/21/2018	New	Rich Miller	Robotic Toys	Dennis Rivers	Payroll	Reporting Error
9	11/21/2018	11/23/2018	11/24/2018	New	Nick Lyons	Dolls & Action Figures	Dennis Rivers	Budgeting	Master Update Error
10	11/21/2018	11/22/2018	11/25/2018	Repeat	Molly Tanner	Dolls & Action Figures	Anita Jenkins	Customer Service	Database Access Error
11	11/24/2018	11/25/2018	11/28/2018	New	Randy Immons	Sleds & Toboggans	Rob Owens	Sales Quota Computation	Log-in Error
12	11/25/2018	11/25/2018	11/27/2018	New	Glenda Abbot	Wagons & Carts	Dennis Rivers	HR Forecasting	Reporting Error
13	11/26/2018	11/27/2018	11/28/2018	Repeat	Robert Michaels	Robotic Toys	Rob Owens	Order Entry	Log-in Error
14	11/28/2018	11/29/2018	11/30/2018	Repeat	Glenda Abbot	Wagons & Carts	Dennis Rivers	HR Forecasting	Reporting Error
15	11/28/2018	11/29/2018	11/30/2018	New	Rich Miller	Robotic Toys	Anita Jenkins	Budgeting	Master Update Error