From technology to solutions: Customer Centric Testing
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From technology to solutions: Customer Centric Testing

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From technology to solutions: Customer Centric Testing




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Presentation on theme: "From technology to solutions: Customer Centric Testing"— Presentation transcript:

Slide1

From technology to solutions: Customer Centric Testing

@ Silicon India Software Testing Conference HyderabadMarch 26 2011

Ramesh Loganathan

VP (Products) & Center head, progress software-

Hyderabad

Slide2

Familiar..?

Slide3

In next 30 minutes..

Software consumption patterns are shifting. Enterprises are now increasingly looking for solutions to their biz problems, And not just technology to address their software needs.

The biz problems are also undergoing paradigm shifts with problems spanning departments within and outside the organizations.

The talk will deliberate on some of these challenges and approaches possible to address them.

Slide4

Enterprise scenarios today

Continuously anticipate problematic events and re-prioritize to keep planes in the air and passengers happy

Investigate potentially fraudulent activity while it’s happening and prevent it from spreading

Dynamically up-sell based on customer activity, context and location

Business Strives for Operational

Responsiveness…

Slide5

Constantly

Increasing

Pressures for Responsiveness

Typical Business

SLAs

Algorithmic trading

100 ms

20 ms

Call center inquiries

8 hr

10 sec

Supply chain updates

1 day

15 min

Phone activation

1 min

0.5 hour

Refresh data warehouse

Track financial position

5 min

1 day

Airline operations

20 min

30 sec

Trade settlement

2 hrs.

Build-to-order PC

4 weeks

1 day

weeks

days

hours

minutes

seconds

Responsiveness is the key to surviving the pace of competition

3 days

1 week

5 days

Source:

mail express fax e-mail Document transfer

Slide6

At this speeds,

one cant operate looking at the rear-view

Slide7

Cannot afford not being prepared or

quick

Visibility

Response

What is needed:

Operational Responsiveness

Slide8

Enterprises need to be Operationally

Responsiveness

Continuously improve your business’ Operational Responsiveness

Continuous Business Process Improvement

Immediate Sense-and-Respond

Real-time Business Visibility

Slide9

Challenge:

Can’t Rip/Replace Critical Business Applications Business improvement in mission-critical systemsChanging the engines on

an airliner while in flight

=

Slide10

Enterprises massively distributed today:

Exampl

e-

The

Transportation & Logistics Value Chain

Sales &

Outbound

Processing

Routing

Intermodal

Services

Billing

Collections

Planning &

Dispatching

Customer Service

Claims Reconciliation

Carrier Determination

Planned Tenders

Invoicing Engines

Settlement

Customer

Domestic

Trade Services

International

Warehousing & Distribution

MRO

Carrier Optimization

Crew Mgt

Goods

Mgt

HRMS

Contract

Services

Asset Mgt

Warehouse Mgt

Project Mgt

Document Mgt

Event & Information Network

Slide11

Processes & Integration everywhere

Non-intrusive monitoring of existing processesDoes not require re-automation of process

Existing

Process

Shadow

Process

Typical

BPM

Shadow

Process

Slide12

CRM

ERP

Logistics

Product catalog

SAP

Oracle

Siebel

Warehouse status

SAP shipping

Automate Exception Management

Workstep

Need to Continuously track & optimize

Slide13

Event driven enterprise solutions

Examples:

Fraud detection

Cross-promotion

Slide14

Aggravated by the

cloud

Sales &

Outbound

Processing

Routing

Intermodal

Services

Billing

Collections

Planning &

Dispatching

Carrier Determination

Planned Tenders

Claims Reconciliation

Invoicing Engines

Settlement

Customer

Customer Service

Domestic

Trade Services

International

Warehousing & Distribution

MRO

Carrier Optimization

Crew Mgt

Goods

Mgt

HRMS

Contract

Services

Warehouse Mgt

Asset Mgt

Project Mgt

Document Mgt

Business Process

Business processes that span people, systems and departments

www

Slide15

www

The SOA enabled cloud- services everywhere!

virtualization

platform

5

app

services

UI

enterprise

intranet

1

3

2

4

app

services

UI

app

services

UI

Users

access on www

!

Web based Admin

www

Amazon

EC2

S3

s

3

5

app

services

UI

SaaS

5

app

services

UI

hosted

virtualization

SaaS

cloud

Google App engine

5

app

services

UI

PaaS

events

5

Event Engine

BAM

Managed; Clear SLAs; SOA; Scaleable;

Virtualized; Dynamic provisioning; Location transparency

SOA. Web2.0. Dist Management

Serious challenge testing in this environment…

Slide16

What does this mean for Testing & Quality Assurance?

Slide17

Must be very reliable.. Out of the doorElse, with poor reliability can never ensure

Operational ResponsivenessNot this kind of reliability though…

Slide18

Customer centric testing

Test, Keeping customer

more

in focus

Testing biz solutions as opposed to technology

New challenges to the software quality assurance process.

Software QA organizations must be much more aware of these

usecases

and not just the functionality defined in the functional specifications or the technology standards.

Devise approaches that bring customer environments

inhouse

into the automated testing suites & processes.

Must stress and regress functionality.

i

n more complex endues scenarios.

Slide19

Beyond solution stacks.. Distributed solutions’ testing

Challenges:Multiple layers & distributedData Driven Testing (No GUI) Difficulty in isolating bugs Lack of effective reporting and debugging capabilitiesIntegration & interoperability Involvement of 3rd party

services

Different authorization

/ authentication approach

Performance testing

problems

Slide20

Stress the new features in an integrated enterprise

Software Systems have to be very robust

Reliable and work as

designed

Under stress and varied use conditions

Slide21

Testing in & for the cloud

Testing a solution in the context of a cloud Integration to apps in the cloudTesting solutions running in the cloudAcceptance testing of solutions procured OFF the cloud (SaaS

)

Testing solutions in the context of massive integration

Boundary conditions become extreme

Slide22

Release cycles now more frequent

Testing for rapid releases (Web2.0 & SaaS style)Continuous integration is a trend that is rapidly being adopted in testingInclude build automation, auto-deployment of the build into a production-like environment, and ensuring a self-test mechanism such that at the very least, a minimal set of tests are

run.

Leveraging

virtualised

test

environments

As

soon as code is checked in, a build workflow kicks in that compiles the code - deploys it on to a

virtualised

test environment, triggers a set of unit and functional tests on the test environment, and reports on the results.

VSTS takes the build workflow one step further,

even before

checkinsPerforms the build before the check-in is finalised, allowing the check-in to be aborted if it would cause a break, or if it fails the tests. And given historical code coverage data from test runs, the tool can identify which one of the several thousand test cases needs to be run when a new build comes out - significantly reducing the build validation time.

Failed builds and tests are found Immediately The developer who checked in the offending code is probably still nearby and can quickly fix or roll back the change.Go Agile!

With Agile getting more mainstream, what are the QA changes needed in integrating into Agile methodologies. In particular, with scrum, how would QA function? If QA is part of a scrum team, how will integration QA work

Slide23

On-demand (virtualized) test infrastructure

Have access to lot of customer scenarios- real or assumedEasy setup of environmentAccelerate set-up/tear down and restoration of complex virtual environments to a clean state, improving machine utilizationDevelopers can accessEliminate no repro bugs by allowing developers to recreate complex environments easilyBetter automation of customer environment testingImprove quality by automating virtual machine provisioning, building deployment, and building verification testing in an integrated manner (details later)

Slide24

Can we be pro-active?

Top-down, dev drivenAvert bugs, rather than test-find-fixFrom definition & design thru implementationInteresting research work in ensuring Dev Tools help

We can do better than this..

Slide25

About Progress

Software

A publicly traded (PRGS) $500M enterprise software company with a solid track record of growth with more than 25 years of profitability

More than 140,000 customers and 2,500 partners in more than 175 countries

More than $5 billion of Progress technology, partner applications and services are sold each year to thousands of companies

Invented both the Enterprise Service Bus and commercial Complex Event Processing

Slide26

Progress Responsive Process Management Suite

Financial Services

Accelerators

Travel & Logistics

Accelerators

Communications

Accelerators

Real-time

Market

Surveillance

Smart

Airlines

Revenue

Assurance

Enterprise Integration

Data Services

Slide27

Why Progress?

Progress Delivers Value for the Banking IndustryEnable Business Strategy

Trusted Partner

Lowest Cost of Ownership

Industry Expertise

Slide28

Driving Your Business with Responsive Process Management (RPM)

Slide29

Progress Success in Banking

Progress Internal use only

Slide30

Slide31

Operational Responsiveness

Customer Request for Outbound Service

(via phone, email, EDI, fax)

Appointment for Pickup

– Service Provider schedules pickup

Routing Assignment Scheduling

(Equipment, crew, intermodal options, delivery windows…)

Intermodal Notification

(Anticipate inbound schedule crew, equipment,… )

Outbound Origination

(Shipments in transit)

Location Updates

with current location several times en route

Alert Intermodal Carrier -

Delayed Inbound

Outbound Delivery to Intermodal Service-

Reschedule Equipment and crews

Intermodal Outbound – Shipment in TransitLocation Updates

with current location several times en routeLate Arrival- Shipment arrives late at customer. Drop Off.

Proof of Delivery (POD) received.Reconciliation.

Customer reports damaged goods and SLA violation.

1

2

3

4

5

6

5

7

8

10

11

13

6

9

8

12

Monitor and share continuous real time information to the appropriate service providers.

Enable invoicing engines to simultaneously manage tariffs, claims, discounts, and equalization.

Continuous Process Improvement

– automate, adapt and create new business processes

Slide32

??

 For products automation is easy (as it is a necessity to reduce repetitive work). But how would we incentivize automation for services- especially turnkey projects (that may or may not have maintenance phase following dev)  In multi project/SI environments, what has your experience been building QA/Automation frameworks that could be used across projects? How do you factor in frequent handle UI changes when automating tests Challenges in testing multi-channel UI (web/mobile/et al)Do

you think it will be practical to integrate testing & code-coverage on a nightly basis and help accelerate fixing the bugs (by identifying regressive

checkins, that caused test failures)?

Cloud challenges? What shifts in QA thinking/test approaches would we need to test in the cloud? If there are multiple solutions in the cloud, how would integration testing work? Your experiences. (all)

80s manual. 90s rich UI. 2000 web. 2010s- what?

Slide33

The Transportation & Logistics Value Chain

Sales &

Outbound

Processing

Routing

Intermodal

Services

Billing

Collections

Planning &

Dispatching

Customer Service

Claims Reconciliation

Carrier Determination

Planned Tenders

Invoicing Engines

Settlement

Customer

Domestic

Trade Services

International

Warehousing & Distribution

MRO

Carrier Optimization

Crew Mgt

Goods

Mgt

HRMS

Contract

Services

Asset Mgt

Warehouse Mgt

Project Mgt

Document Mgt

Event & Information Network

Real Time Business Visibility

Slide34

Solution Stacks to be tested

Solutions often present as a stack or suite in a customer environments. The possible number and complexity of usecases in these combined environments are much higher The testing complexity thus significantly amplified.

Slide35