Quality Assurance in Software Development
Quality assurance is one of the foundations of business practices. It involves ensuring that products or services meet or exceed established quality standards, while minimizing production errors. It is an essential tool for any type of business that produces tangible goods, whether in manufacturing, healthcare, finance, nonprofit, or government agencies.
Frederick Winslow Taylor is credited with developing the principles of quality assurance in the 1920’s, leading to an industrial production system known as Taylorism. This system of reducing human labor and increasing production efficiency became an influential model for industrial engineering and management around the world.
In software development, there are two types of quality processes: QA (quality assurance) and QC (quality control). QA focuses on preventing mistakes in the product, while QC is a more reactive process that addresses problems after the fact. Software developers must balance the two in order to produce quality software.
A key component of QA is testing, which helps identify and fix errors in software before the product goes live. This can be done through manual testing, automated testing, or by comparing the software to previous versions. A thorough test plan enables the QA team to assign testers for specific modules and ensure that each module is error-free before integrating it with other modules. It also enables the team to manage the number of bugs fixed, distribute them appropriately, and ensure that each bug fix does not impact other modules.
The Four Steps of Quality Assurance in Software Development
Another aspect of quality assurance is the monitoring and evaluation of service performance. This may include evaluating customer service calls and chats, as well as other interactions between your employees and customers. Having the right technology in place, such as an experience management platform, can help you automate the process. It can automatically score call or chat logs against your defined quality criteria and deliver them to QA for review.
Lastly, a great QA program will have data-driven decision making in place to drive improvement and provide insights that you might not have otherwise gotten. For example, if your team notices that certain agents receive lower customer satisfaction ratings than others because they take longer to complete their calls, analyzing the data can show you that this is actually a result of their efforts to make small talk with customers. As a result, you can instruct the team to continue this strategy and improve customer experiences.
As you can see, the four steps of quality assurance are a cyclical process, and each step is critical to the success of your product or service. Ultimately, a great QA process should be integrated into all aspects of your company and focused on producing high-quality results, which will lead to increased customer satisfaction and revenue for your organization.
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