The following case studies were selected as the winners after a vote was conducted with the team to determine the top 3 of them:
Please find in this document all the cases studies, click here.
AGILE
Account: LSS
Problem:
Bottleneck in the Quality Assurance (QA) column due to an excessive number of tasks and limited resources.
Division between the Nexus team (regular development) and the refactor team.
General Strategies:
Conducting live meetings with QA where developers are included to address any doubts and provide immediate resolutions.
QA promptly delivers feedback.
Real-time identification and reporting of issues.
Technical team readily available for environment updates.
Team's focus aligned with meeting QA's needs in a timely manner.
Account: Trinet
Problem:
Requirement changes Lack of familiarity with workflow and the scope of functionalities.
General Strategies:
Establishing an initial roadmap of functionalities.
Extending the company's objectives to the team.
Standardized processes at the methodology level.
Shared with the client how each step of the methodology worked, the requirements gathering process, what was needed to create a sprint, and how we could reach the desired outcome.
Created job descriptions to define the scope of each role.
Constant reinforcement of the methodology.
Remembering the objective of each process.
SUPPORT
Maintenance & Support Strategy for Managers, according to different situations and questions that can be presented during the process here we list some of the options and how to provide solutions to that, in this document [Managed Teams] is the whole process to be implemented:
Understand the SDLC
It usually includes planning, designing, developing, testing, and deploying software. As you plan your support strategy, the suggestion is to keep in mind the various stages of the SDLC and how they affect assistance.
Using ITIL to guide your team:
Describes a set of processes and procedures for managing information technology services, such as incident management, problem management, change management, and service level management.
Organizations may ensure that issues are resolved promptly and efficiently and that users are kept up to date on the status of their requests, by utilizing ITIL to drive the support process. In our case, we use Zendesk as our primary request control system, however, this can be done with other tools aligned with the client's needs, like ClickUp, and Monday, among others.
The purpose of having a support management platform is to ensure that all requests are traceable and monitored; this will identify the most significant areas for development in our solution and allow us to track our team's performance in terms of velocity and prioritization.
In case you don’t have it implemented yet, we suggest you start with Zendesk which will allow your users to send an email or Slack message, and it will automate a ticket creation for your Tier 1 support triage.
Requests Handling Best Practices:
To provide a successful customer experience we need to ensure the right practices for reaching this goal.
Planning in continuous developments:
Continuous planning is a critical aspect of software development that enables teams to deliver high-quality service that meets the needs of customers and business stakeholders.
QUALITY ASSURANCE
Conduct Regular Feedback and Performance Reviews:
Establish a performance evaluation system that includes regular feedback and performance reviews for QA department employees. Provide constructive feedback to help individuals identify areas for improvement and recognize their strengths. Encourage a two-way feedback process, allowing employees to voice their concerns and suggestions. These evaluations and feedback sessions contribute to personal growth, professional development, and improved job satisfaction.
Implement Automation and Test Tools:
Invest in automation tools and frameworks that can streamline and expedite the testing process. Automation can reduce manual effort, increase test coverage, and improve efficiency. By leveraging appropriate tools, QA teams can focus more on complex scenarios, exploratory testing, and analyzing results, resulting in higher quality outcomes. Additionally, implementing test management tools can help in organizing and tracking test cases and defects more effectively.
Implement continuous training programs:
Regularly provide training sessions and workshops to enhance the skills and knowledge of QA department employees. This ensures that they stay up-to-date with the latest industry trends, technologies, and best practices, allowing them to deliver higher quality work. Additionally, providing opportunities for professional growth and development can boost employee satisfaction and engagement.
Find all the details regarding different CoE-specific strategies here.
Page updated
Report abuse