solved I’m working on a business test / quiz prep and

I’m working on a business test / quiz prep and need a reference to help me learn.

Discussion 1:
There are benefits and drawbacks associated with employing internal versus external consultants. Some organizations, despite the availability/competencies of an internal consultant, still require employees to assist in change efforts. 
Think about a time that your organization underwent a change. Provide details about your organizational change example and offer information about the change. Then, detail if an internal consultant or an external change consultant was hired. Based upon the type of individual consultant who was hired, make an argument for the opposite. For example, if your organization utilized an internal change consultant, argue why it might have been better to select an external change consultant and vice versa.
Discussion 2:
Many businesses utilize waiting lines to manage customer service. For example, banks, amusement parks, supermarket checkouts, fast food restaurants, call centers, check-in counters at airports, emergency departments of hospitals, and so many more. In the course of your week, consider an experience you had that led to a temporary demand for service that exceeded capacity, for example, variation in service duration or arrival rates, which led to a waiting line. 
Address the following requirements:
Explain common measures of system performance and which of the common measures may be most effective for the business where you experienced a waiting line. 
Describe why that measure would be effective and develop a strategy to minimize the waiting line while minimizing cost. 
Develop a calculation to aid the business in making their operational choices.