Response to query related to action required from QA manager !!!

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Can anybody suggest the answer of below question :-

Q.   You are the QA Manager. There are well-defined standards, process, procedures etc., in place. Your development team strictly followed and produced the product. But the customer is dissatisfied, as the product was delivered very late, (Schedule overrun) and over-budget. Also the customer was not happy with the functioning. What would you do now?


csqa's picture

From the Question it appears that every thing has gone wrong here.

  • Schedule overrun
  • Cost overrun
  • Product not functioning as expected

Hence its very clear that there are gaps in the processes and procedures followed.


As the first step you would want to analyze the situation. 

  • Talk with the customer to get details of what exactly is not functioning as expected.
  • Check if the functionality was mentioned in the requirements document or was it missed out completely.
  • If the Functionality was not in the requirements then its missed requirements issue. Will have to do RCA to find gaps in the requirements gathering process  and then implement process improvements.
  • If the functionality was mentioned correctly in requirements and it was not interpreted correctly by the development team, then we have to again do RCA of the process subsequent to Requirements, to find the gaps.
  • After analyzing the missing functionality with customer, sit with your team to find the causes of Schedule and Cost over run.
    • As the outcome of the analysis we will have factors that contributed to schedule or cost overrun. Use fish bone diagram to find the Root cause.
    • Ensure that we have a clear list of causes at the end of this excercise

Step 2:

  Once you have identified the causes of the problems. Document that root causes and issues. Check if the gaps in functionality identified by customer can be considered as defects and authorize the fix. 

Step 3 :

For each of the root causes identify what needs to be improved in the process ( GAPS). Then make process improvement plan. For this step its critical to take inputs from entire team. Jointly prepare the process improvement plan . This will help in getting buy-in from the team. And simplify your process improvement implementation.

Step 4:

Roll out the process improvements and make sure the team understands and answer relevant questions. Check if any team members need training in understanding or implementing the changed process.

Step 5: 

This is an iterative process. Now you should monitor the use of process. ( Check phase in PDCA Cycle)  . Based on the results you should "Act" to make further adjustments, improvements or simplifications.





Sonal's picture

Thanks a lot for the response.The answer is very practical and really would help me in handling the practical scenario  too.

csqa's picture

Hope this answer was eye opener that CSQA to a large extent is the test of your practical or real world QA skills Smile

 So no need to worry too much about subjective questions if you can handle practical situations.

Sonal's picture

Hi ,

Is the above steps shared by u for the solution of what would be the role of  QA Manager when project end up with schedule overrun,cost overrun ,customer dissatisfaction  will be applied for below mentioned Question?

Software is to be developed in-house. You as QA have handed over all procedures & standards to the team, who follows it. However at the end of the day, the project is over-run, over-shoots cost & client is not happy. Who should be held responsible for this?  

Looking forward for your reply.




csqa's picture

Generally Manager is responsible for Issues like this.

gadigeppa22's picture



Above answer for the question speaks about the "Detective and corrective" method for the problem happen.

can you please suggest some preventive methods so we can avoide this type of problem to happen....!



csqa's picture

QA by nature is preventive process. So in the above answer everything that falls in QA umbrella is preventive. Like trainings, providing accurate documentation, audits, process improvements to name some.