As a leading British multinational telecommunications company operating in 180 countries and the largest provider of fixed-line, broadband and mobile services in the UK (also providing subscription television and IT services), the Client set itself the highest quality and efficiency standards.
To remain ahead of competitors and to ensure their customers enjoy the best experience across their services, the Client sought to step up their approach to quality assurance as well as improve efficiency and cut costs.
The Client wanted to strategically move away from flex and towards fully managed testing services, to establish an enhanced QMO to drive improved data driven decision making and analytics, as well as improve and expand remote testing capabilities – changing the way testing was done.
The Client’s other main objectives included the need to reduce cost, decrease dependency on internal teams, enable a more agile way of working, as well as increased automation and NFT transformation.
Following the scope, objectives and expectations we received from the Client on what was to be measured and assessed, we implemented an iterative process model, with two clear, well-defined phases:
In this phase, Qualitest was able to define KPI’s with details on objectives, data source, significance of the KPI, frequency and arbitrary thresholds.
A detailed exercise was carried out to review the available tools/template for data adequacy, volumetric information available and compliance.
Brainstorming was performed to understand the data gathering gaps and expected result and Qualitest shared the high-level plan with key milestones and deliverables to the Client.
Dashboard POC was kicked-off to gather data for several services, while the KPI dashboard was created to capture the data reporting and visualization of the summary and trends.
Qualitest built and designed the KPI dashboard based on feedback from the Client and timely reported the KPI dashboard with our analysis to the Client to receive periodic feedback and update progress. At the end of Phase 1, the targets had been defined and agreed on by the Client.
In this phase, Qualitest gathered all the information required for all the metrics to be tracked and presented on the KPI dashboard, which was customized according to the Client’s requested performance criteria.
As a result, the Client was able to monitor the performance of the services on a timely basis, which helped to achieve continuous improvement and better delivery.
