Customer: Large Contact Company

Industry: Business Services

Customer Size: 12000 employees

Customer Profile:
Customer is a leading provider of outsourced contact center management and CRM solutions to customers across North America. Customer delivers outsourced sales & marketing effectiveness programs to a host of Fortune 500 customers through its Business-to-Business (B2B) line of business. Customer undertakes end-to-end process of developing and executing programs including but not limited to lead generation, appointment setting, campaign management and telemarketing.

The Challenge: Customer is having their own Quality Assurance (QA) department in place who is delivering the testing requirements on different applications. Major challenge the customer is facing is in stream lining the release process. As currently the QA team sometimes gets bypassed if the release date is too close or the dev team takes most of the schedule time for release, not allowing QA team to have sufficient time to test the application.

Customer has planned a strategic initiative to strengthen QA and Application Testing practice to maintain quality of existing IT applications in light of evolving customer business needs that drives constant change in applications:

Some of the top drivers for this initiative are given below:

• Improve time to market

• Increase quality of IT applications

• Implement a shared services model for Testing and QA

• Exceed CSAT in terms of performance and reliability

• Focus on efficiency over controls

• Lower total cost of ownership

• Automation to enhance productivity

The Solution: i³ has proposed a Managed Testing Services (MTS) model for this initiative using Global Delivery Model (GDC) leveraging existing Customer QA team and Customer GDC team at i³. MTS has been designed, to provide services oriented approach for testing needs to different departments of customer organization, Improved Test Quality, Execution Efficiency and Cost Leadership.

In addition detailed data analysis has also been proposed on the different applications to identify the past trends in application maintenance & support activities in respective applications. This activity outputs with Application Maintenance & Trend Analysis document which in turn works as an input to setup a Risk Based Testing approach.

Testing Model

Key Focus Areas for MTS:

• Independent Verification and Validation (IV&V) Process Models

• Productivity Tools

• Remote Testing Capability

• Test Data Management

• Business Unit Partnership

• Tracking and Reporting

• Test Metrics

• Knowledge of Test Tools & Processes

• Focused Skills & Competencies

• Functional Expertise

• Risk Based Testing “Mindset”

• Process and Governance Compliance

The Benefits:

Reducing costs

• Reduced cost of operations

  • Common IT Infrastructure

  • Reduced maintenance and support cost

  • Productivity and quality improvements

• Less expensive to move to newer technologies

Standardization

• Consolidation of Business and IT process globally

• Improved service levels

• Global platform for testing services for long term value

• Segregation of duties

• Eliminating redundancies

Strategic Information Management

• Corporate Dashboard

  • Ability to view information at organization level and drill down

  • Leverage Information for Analysis and Business Intelligence

  • Increased business responsiveness

• Knowledge Management

Rollouts

• Global templates for fast rollouts

• Optimal localization

• Well defined process to integrate regions/businesses

• Leverage learning