Phy-gital Roundtable: Breakfast Roundup from Germany and Netherlands

02 May '15 | Debjyoti Paul

German Shoppers: Meet Them in the Fast Lane to Phy-gital

15 January '15 | Ralf Reich

Shoppers Will Share Personal Information (But They Don’t Want to be “Friends”)

15 January '15 | Anil Venkat

Modernize or Perish: Property and Casualty Insurers and IT Solutions

14 January '15 | Manesh Rajendran

Benelux Reaches the Phy-gital Tipping Point: Omnichannel Readiness is Crucial

13 January '15 | Anil Gandharve

The New Omnichannel Dynamic: Finding Core Principles Across Industries

13 January '15 | Debjyoti Paul

Technology does not disrupt business – CIO day 2014 Roundup

02 December '14 | Anshuman Singh

Apple Pay – The Best Is Yet To Come

02 December '14 | Indy Sawhney

Digital transformation is a business transformation enabled by technology

01 December '14 | Amit Varma

3 Stages of FATCA Testing and Quality Assurance

06 October '14 | Raman Suprajarama

3 Reasons why Apple Pay could dominate the payments space

18 September '14 | Gaurav Johri

Beacon of Hope: Serving Growth and Customer Satisfaction

05 August '14 | Debjyoti Paul

The Dos and Don’ts of Emerging Technologies Like iBeacon

30 July '14 | Debjyoti Paul

What You Sold Us On – eCommerce Award Finalist Selections

17 July '14 | Anshuman Singh

3 Steps to Getting Started with Microsoft Azure Cloud Services

04 June '14 | Koushik Ramani

8 Steps to Building a Successful Self Service Portal

03 June '14 | Giridhar LV

Innovation outsourced – a myth or a mirage or a truth staring at us?

13 January '14 | Ramesh Hosahalli

What does a mobile user want?

03 January '14 | Gopikrishna Aravindan

My Interactions with Customers – Key issues with partners in outsourcing Testing

Posted on: 16 May '12

For issues with partners in outsourcing testing, it is always important to go back to basics periodically to check the direction of the issue, and also understand if you are addressing the right problem. During customer engagements, sometimes we get too carried away and miss the point. To avoid such pitfalls, we recently invited one of our customers to address the team on the issues they had faced in the area of testing, while working with partners like Mindtree.

Well, the thought was risky and was like opening up a Pandora’s Box. But, when did testing shy away from taking risks? It was a good decision to bravely ask the customer to share their thoughts to the entire team. With her permission, I am now sharing the learning with you all.

Here are the top three issues as articulated by the customer:

  1. People performing testing activities are not dedicated testing professionals
  2. Lack of understanding of the end-users
  3. Lack of self-confidence to act as the “Voice of Quality”

Let’s take a closer look at each of them.

Testing is an expertise driven activity and there can be no substitute to a tester. A career developer is not the right tester. A testing professional is expected to think differently from a developer. The seed to this thought comes from a well-defined career path for testing. Organizations should give due attention to this career path. Most of the testing phases require attention from people who have dedicated their career to testing.

The second issue leads to lot of inefficiencies. In the IT Services industry, a testing professional is required to test different applications or systems involving varied end-user profiles. While exposure to different domains is desirable in the first four or five years of one’s career, beyond that period, the organization should support the need for a testing professional to focus on a particular testing type or an industry domain. Since Testing is the ultimate gate of quality before the exposure to the end-users, thinking about them is very crucial for an issue-free end-user experience.

Confidence, with the ability to call the spade a spade is a key virtue of a good tester. A testing professional without the self-confidence to expose a bug is a definite liability to the objective of independent testing. Service providers build this mindset of calling the customer as “God.” While this is absolutely right, it should also be taught that exposing a bug is not equal to offending the customer. A tester should be the “voice of quality”.

These were the key points that were derived out of the meeting. As always, it will be great to hear your views on this topic and educate the whole Testing community.


Ananda Rao Ladi

Ananda Rao Ladi, Senior Vice President and the Head of the Testing Business Unit (BU) at Mindtree Ltd. Ananda heads the Testing Service Line at Mindtree which has 2600 strong testing experts. Anand has been instrumental in setting up the Three Testing Pillars of Excellence - MindTest™ for processes and methodologies, Test Academy for competence development and Test Labs for thought leadership and innovation. Ananda, currently, is also the President of the STePIN, a leading testing forum in India. Anand, in the past, incubated and grew the Storage and Computing Systems business lines for Mindtree. Prior to joining Mindtree, Ananda worked for Wipro Technologies, where he pursued a technology career path in Operating Systems and Compilers. He has deep expertise in OS and compilers. Many of his cutting edge work have been published in leading international conferences. Anand holds a B.Tech degree with distinction in Computer Science and Engineering from NIT (REC), Warangal. Ananda has been an invited speaker in many leading international conferences and is known for his ability to incubate new initiatives. Ananda is learning piano and likes to ride bicycles and swim.

  • Swaminathan S

    Testing requires a different mindset. We should be delivering values and not just features to customers. This thought should stem from testing as they are the customer’s advocate and should think how useful it is.What i have seen in test teams is the reluctance to question the status quo. The moment we start questioning, lot of problems will go away. Question everything, right from why this feature is required to why is it implemented the way it is. The key is , the more you know about the system, the better you are equipped to break it.

    The next important thing that is required is to be proud about what we are doing.

  • raghavan

    I think testing should be done in such a way that there should be a new requirement getting raised in the specs not because of customer but because of the tester and i call it as client friendly testing because as we know most of the times testing will be done keeping developers constraints in testers mind.

  • alex

    Sir,I completely agree with you. And i think its a very good article about Human Resource Outsourcing