Our report and query services users were reporting slowness issues specific to ODS and Data-warehouse query services. We had to determine metrics and quantify performance specific to the Oracle 10gR2 RAC environment. Through an iterative process of tuning along with functional users and database administrators; the systems and network administrators were able to identify a repeatable series of steps to reproduce behaviours experienced by the functional users. These series of steps were then reproduced in an isolated test infrastructure which finally highlighted the underlying issues and system and network parameters to configure for improving overall performance. During this knowledge sharing session we will present our metrics and methodology.