The client is a world leader in mobile telecom who is listed on both NYSE and Euronext-Paris.
The client engaged with Qualitest to perform this work because of the unique blend of business knowledge and testing capability within the company. The client recognized that Qualitest had a solid understanding and experience of relevant work practices and were able to articulate an insight into how to practically apply the new concepts into a working model. Qualitest was known to the client for their high standard of delivery and successful project work. By engaging with Qualitest to deliver the training, it sent a clear message that the work was credible and intended to succeed.
After an externally led review of the whole IT organization and associated processes, the client undertook a technical transformation program. This generated a number of requirements for education and support around the implementation of new testing practices. To ensure independence and industry ‘best practice’ was captured, Qualitest were engaged.
The challenge for Qualitest was to develop a training package for a core group of test managers to run over a 6-month period without negatively impacting business as usual responsibilities. The training package was to include:
The course would be run for a group who were combined from various teams and departments under the reorganization. Their skill and knowledge levels were not closely aligned and they each had specialist knowledge in certain systems and business areas. The recent organizational changes, redundancies and process changes meant that there was some uncertainty in the organization. This was distracting for those attending. It also made it hard to apply the new concepts because there was resistance in some other departments and business areas. In delivering the training solution, Qualitest recognized that there would be a need to focus on interpersonal areas as well as technical ones to make the period successful.
Qualitest worked in consultation with the client to develop a series of six customized training days for Test Managers. These days were split into a mixture of theory, presentation, and practical sessions. Throughout the training, emphasis was given to:
Short exams were set up after the first session to reaffirm and test the knowledge retained from each session. Support and drop in sessions were established to allow time for individual questions and time to help those attending the course work through the new ideas. Business areas were also invited to attend these sessions. In addition to this, a series of one-to-one mentoring and support sessions were established for key participants in the training. The delivery of the solution was regularly reviewed with the client. This allowed for two-way feedback and adjustments. It also provided a means of escalation at times when the application of the new concepts met any significant resistance.
The solution from Qualitest provided immediate benefit to the client in terms of:
Each person who attended the courses and received the mentoring and support fed back that they had benefited from the time and that they had applied the new skills into their working environment. This brought empowerment into the team and gave them the confidence to become representatives of the new process. As a function of the training and support provided on site, Qualitest delivered constructive feedback and suggestions for improvement to the new processes. This led to further updates and improvements to the on-going transformation program.
Our client really appreciated the value that this training brought to them in their day to day work. The program was run during a tough period of organisation wide change and provided a catalyst that helped improve morale and understanding in the team.
Tony Prosser Co-founder & Director, Qualitest
