CASE STUDY

www.hcltech.com

Customer DescriptionA leading international retailer in pharmacy-led health and beauty products

BackgroundThe customer was on the lookout for a partner who could bring down the Testing cost and can help accelerate Faster Time to Market.

There were several Key problem statements which the customer was facing:

1. Vendor Consolidation

2. Transition from Vendor, Third party and Incumbent Offshore Team (Multi Supplier Environment)

3. Moving from a Staff Aug/ Co – Managed to Managed Testing Service Model

4. Reducing Overheads and Driving Testing Costs Down

5. Testing Strategy for Retail and Mobile Apps

6. Different Pricing options so that customer has the flexibility of choosing the best pricing model for a particular Project

7. Testing Acceleration for Faster Time to Market

8. Real time health check of Applications and Projects

Enter HCLHCL was confident to address these challenges and the Problem statements. HCL used the following IPs, Frameworks and Accelerators to overcome the Key problem statement:

1. Asset™

2. Test Automation Factory - BPT and Enterprise

3. RAT – Requirement Ambiguity Testing

4. RBT - Risk Based Testing

5. Pro-active Performance Engineering

6. Tool based Test Process Standardisation through QC ALM

BusinessAssurance & Testing

BusinessAssurance & Testing

HCL Transforms the Testing functions for a leading retailer in Pharmacy - led Health and Beauty products Reducing Time-to-Market and cost by 15%

QEx Success tory

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7. Catalog based pricing

8. Delivery industrialization – Lines of Service

9. Testing as a Service (Taas)

10. Retail TFiB

11. Automated Review Process

HCL understood the fact that the key to the success of this engagement was a successful Transition.

Engagement Size - 110 FTE

The SolutionTo take client from its current state to the transformed state of optimized testing service enter, HCL planned the implementation of it solution in three phases, addressing each challenge and problem statement. Some of the solutions planned for implementation in the three phases are as follows

• Phase 1 – Transition and Definition (Duration – 3 months)

– Delivery and Quality Improvement

– Tools solution and competency

– Program and Project management

– Phase 2 – Deliver, Manage and Measure (Duration – 9 Months)

– Optimized Shared Services

• Phase 3 – Transformation (Duration – 24 Months)

– Improved value Delivery

Transition Solution

• Deviating from the norm, HCL conducted a Due Diligence exercise spanning over three weeks with customer before Transition

• With insights from Due Diligence, HCL was able to take informed decisions around hostile transition, transition from areas where there were lack of documentation and multi-vendor transition challenges

• The requirement for an objective and measurable transition was the need of the hour and HCL implemented its Asset™ framework

• Devised separate strategy for Inflight projects/ applications

• Transition plan jointly developed by HCL & client

• Clear and Quantifiable Quality Gates were agreed upon

• Accelerated Transition Timelines expected by the customer were met with the help of use of HCL enablers like Knowledge Map, KT Calendars and project shadowing

• Dedicated Transition Team of 30 resources moved to onshore for 100% coverage

• Simultaneous Offshore to Offshore KT was conducted where the incumbent was operating majorly from offshore

Transition Success Criteria achieved

• Transition completed within time

• 100 % coverage of identified transition areas (application and project)

• Transition sign off score was achieved based on which client signed off transition

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• KT documents prepared for Green field or new applications/ projects

• Based on the confidence level gained due to the structured and measurable transition process, HCL was awarded three big rocks for testing (more than 60K GBP project spend) in the middle of transition

Steady State To reach the current steady state post Phase 1 (i.e. Transition), HCL has taken a lot of initiatives which are outlined below

• Defined KM framework to manage and retain Knowledge

• Defined RACI for clear distinction of roles and responsibility between client and HCL test function, increasing the level of Accountability of each role

• Set up Automation Factory to revive automation

• Standardized Test Processes across the client Organization

• Implemented Lean Delivery Model

• Defined the Demand management process jointly with Client

• Implemented Core - bi layered Flexi Resource model to adapt to the dynamic demand and supply model which is typical with any Retail client

• Shifted Testing to left by implemented Requirement Ambiguity testing in the form of static Testing at Requirements finalization stage

• Implemented Retail TFIB (Test Factory In a Box) for real-time, online Dashboard

• Implemented Operational Acceptance Testing Framework and Guidelines

• Implemented Pro- Active Performance Engineering

Steady State Success Criteria achieved

• Currently managing 80% of all Testing across the client landscape

• HCL and Client defined Test Processes are in use across Vendors/ suppliers

• Achieved 2 % savings through Lean Delivery Model

• Achieved 1 % savings through Retail TFIB

• Achieved 1 % savings through Optimized Resource Models

• Achieved 4 % savings through Reusable components

• Achieved 2 % savings through KM Portal and KM framework

• Through Proactive Performance Engineering managed to change the design many times at an very early state of SDLC, reducing the cost over head

• Defined many reusable Standard Operating procedures (SOPs) as part of Operation Acceptance which were nonexistent

TransformationHaving completed one year with the client, HCL is well on course of the transformation Journey and is in the process of transforming the client testing Services. Some of the completed, ongoing and important planned initiatives are outlined below

• Automated Review Process (Completed) – HCL has implemented a process and tool which has made the review process of managing review comments and defects in QC automatically

• Tool Driven Process Standardization through HP QC ALM (In Progress)

• Segregated Lines of Service (Completed)

• Mobile Testing Strategy – Completed

• Cloud Based Testing – In Progress

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• Work Package Service Delivery (Mix ‘n’ Match) – Completed

• BPT Driven Automation – Completed

• Enterprise Level Automation – In Progress

• Testing as a Service (Taas) – In Progress

Transformation Success Criteria achieved (Till Date)

• HCL cloud based mobile testing strategy enabled geographically distributed test teams to have multiple REAL mobile devices at their fingertips and collaborate in real-time to continuously, test and monitor user experience in real life market conditions. Front end Validations and Usability Testing are automated using Perfecto Mobile.

• HCL has driven the costs down significantly by optimizing the number of core team members and rest of the resources in a flex model. This was achieved by segregating the lines of service. All Test Executioners are Flex resources while planning and design resources are mainly core resources

• HCL has successfully implemented a BPT driven Test automation Framework increasing the Reusability Factor by 40%

• Automated Review process is saving massive manual effort of both reviewer and deliverable owner and allowed to overcome the resistance to reviews

• Automated the process of Performance Report Analysis of SAP application mainly STAD reports, reducing massive amount of Development consultants which was very expensive to the client

The different Work Package Mix ‘n’ Match pricing models are allowing the customer to have greater flexibility and agility in choosing the Testing budget through various combinations of pricing models

Pricing ModelCurrently HCL is operating on 3 different pricing models:

1. T&M - All services delivered on Actuals

2. T&M and Fixed Price Deliverable- All deliverables are fixed price and price depends on the size of the project. T&M activities includes Test management, Test Case creation and execution

3. Unit Based Pricing- In this model Test Case is a Unit. Total cost of Testing effort for a project is Unit price of Test Case multiplied by number of Test cases

Cost Benefit: sample Analysis

Project Name Unit Price(GBP) T&M (GBP) Savings

Project 1 135,515 188,000 27.92%

Project 2 51,000 66,000 22.73%

Project 3 62,108 80,000 22.37%

Project 4 106,740 174,440 38.81%

Project 5 206,722 256,000 19.25%

Project 6 80,146 126,000 36.39%

Project 7 135,241 162,000 16.52%

Total 777,472 1,052,440 26.13%

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Key Engagement Highlights1. The Testing Spend has been estimated to be 40% cheaper comparatively to last

financial year that is pre HCL period

2. All Projects successfully delivered without any financial or commercial issues and Gaps

Business BenefitsIntangible

1. HCL supported mobile application launched in June is the no 1 App in the UK IPhone app store

2. The OAT Test cases can be reused for covering any future mobile app launch

Tangible

1. CSAT Index has been 6.9 with 5 projects achieving a maximum score of 7 out of 7

2. Due to reusability of Regression scripts the cost of testing was reduced by 15% and Testing completed within time and Budget

3. No Sev 1 and Sev 2 production defects reported Post warranty period for 63 projects delivered till date

4. Savings through Idea Value generation approved by Client stands at 300K GBP for Financial Year 2013-14

5. HCL has achieved and exceeded its contractual agreement of saving 2% on Annual Revenue

6. 100% Testing coverage

7. The business process created during project have helped in achieving Automation coverage of 75%, which has generated ROI of 66% in Year 1 itself

8. The End to End Test cases and the Test cases created for WebSphere commerce have helped future projects reduce the testing cost by an average of 30%

9. Usability Tests automated will generate a ROI of 68% in Year 1 itself

10. Due to reusability of Regression scripts the cost of testing was reduced by 15% and Testing completed within time and Budget

11. Due to reusability of OAT scripts/ Procedures the cost of OAT testing for future projects reduced by 35%

Scope of TestingHCL scope is spread across multiple application portfolios - Retail, Multichannel (Digital & Mobile), SAP COE, Corporate, Commercial, Supply Chain, Stores, Infrastructure, EPOS and POS

Technology SpreadWebSphere Commerce,, Abacus, Unica, Intactix, SAP MDM, SAP BI, SAP BW, SAP FC, Mainframes, Endecia, Content Management system (Liferay), .Net. Java, SOA, IBM MQ, WMS, Mobile Service Framework, EPOS, POS, Kiosk, Custom applications and Other Packaged Apps.

CASE STUDY

Customer AccoladesMobile App Warranty Testing – Senior Development Program Manager

On a couple of occasions during the launch and warranty we have uncovered issues that have required some unexpected and very urgent test activity. On these occasions HCL have been asked to respond very quickly, reassigning resources and raising emergency commercial cover documentation and they’ve responded very well, getting the job done with the minimum of fuss & red tape. This is in contrast to my experience prior to HCL.

Regression Testing – Development Project Manager

Many thanks for all of your excellent work on regression testing these changes. We only informed you about them on Friday afternoon, and you responded by working through some of the weekend, including testing in the small hours of the morning to generate clean data, and have concluded testing exactly when you said you would despite encountering a few issues. This is excellent work and worthy of recognition.

Test Automation - Program Test Manager

I was very impressed with your understanding of automation, your approach to the framework and the implementation approach.

You and the HCL team have got some excellent expertise in this area and it’s good to see this offering.

Project Delivery – Head of Delivery

Huge congratulations to both you and your team on the close out of SIT for SVOC.

In my time there, I have not seen a test phase that has functioned as well as this.

This project has been challenging, complex and frustrating but the organisation and determination that both you and your team showed, ensured the Project completed this phase successfully.

Well done to all concerned!

Project and Knowledge Management – Development Program Manager (Retail)

Thank you and great job and we couldn’t have got to where we are now without your help and understanding.

Agility - Development Project Manager (Retail)

Getting Factory to its current position is a massive achievement on your part and I am personally very appreciative of the hard work and personal sacrifice you have made in order to realise success for us.

Ways of Working

You should feel very proud for not only what you have achieved for the Search Project, but the way in which you have done it.

Program and Stakeholder Management - Program Test Manager

Faced into this challenge competently and with credibility. HCL began their interaction with the Project Team sensitively by understanding what the Project’s expectations and requirements of HCL were in terms of both governance and behaviours. In the early days on this project HCL worked closely and tirelessly with the Project Manager to ensure that reporting was accurate and informative, that plans were detailed appropriately and that scope related questions were closed down quickly. HCL managed these tasks diligently, collaboratively and consistently. During this time, HCL actively sought feedback on his approach and ensured that all feedback was taken into account. This early worked created the strong foundation for future work on the project and set us up for success to deal with the challenging times we as a project would no doubt run into.

Throughout test execution for SIT and UAT Prabhu managed his HCL team effectively ensuring that our triaging principles and defect management was adhered to and where it wasn’t, corrective action was taken. Furthermore, HCL managed our regular defect calls confidently and competently holding his team, UAT and IBM to account. At times there were some relationship challenges between HCL and IBM where both parties held one another to account causing a stalemate situation, often, to overcome this position HCL advocated the right thing for the project even where it required both himself and his team to do something differently.

Automated Review process

Thanks once again for your efforts on this piece of work. I understand that you have a significant workload so understand why this has taken longer to conclude than anticipated but I have to say the work that you’ve done on the extractor tool has exceeded my original expectations.

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