07 February 2019
With businesses witnessing strong growth in terms of digital transformation, QualityKiosk has been at the forefront to deliver digital quality engineering.
Improving the quality of life is something that all of us value, and in the current era, digital technologies are one of the main drivers of this change.
For the past two decades, the team at QualityKiosk Technologies has prioritised efforts to enable digital quality engineering, as it paves the way for a born-digital future.
Whether it is buying a home, a car, a smartphone or even food, one thing we expect in every interaction is quality. In that sense, digital apps are no different. How do you maintain the quality of experience on digital apps that need to work anytime, anywhere and on any device in a fastpaced world? Since an average user spends four hours a day on various digital apps, it is the job of quality engineering teams to see that those hours are glitch-free.
Further, digital is no longer just another channel. It has become the platform around which online and offline worlds converge for a user, creating an omni-channel experience. This is the stage at which the rise of the ‘born-digital entities’ takes place.
It is predicted that in the future, there will be a ‘digital twin’ — a virtual replica of the physical entities including people, organisations, places, etc, that will seamlessly interface across the divide of real and the digital reality. We are already experiencing some aspects of this through virtual reality and digital assistants.
To manage a born-digital entity, we need a digital workforce. A workforce where human associates and software robot associates work together.
QualityKiosk has been pioneering the use of robotic automation and artificial intelligence to deliver digital quality engineering.
There is a little bit of QualityKiosk in your everyday life. Whether you are booking a flight, paying for your coffee through a digital wallet, or simply connecting with your friends through social channels, there are 1500+ human and software robot associates working in the background to enable this digital life.
Quality Kiosk is working with partners across the globe on digital transformation projects, including using its data science lab for performance, automation and quality engineering practices. In the Indian context, while agile approaches are being adopted, the transformation is mostly being run through specific programs, with the front-runner being intelligent business automation.
Article first published in Economic Times
28 December 2018
In current era where business cycles are rapidly transforming, and digitisation being a common denominator, the variables for success that we convey to our clients are increasingly becoming acutely tied to their business sustainability plans and not limited to operational metrics in routine.
Within just one of our verticals – BFSI, with 9 out of top 10 private banks that we consistently work within India alone, we have realised that business imperatives have become more decisively a technology directive that we need to fulfil to ensure our clients and their customer success. With digital platforms and programs becoming waypoints for most organisations on their journey towards digital transformation, one thing is clear, no single path exists that will meet every institution’s needs.
In fact, in most cases, we have observed the choice is not in digital transformation itself but the degree or extent of risk that organisations are willing to take the journey. Startups and e-commerce platforms represent one skew of the platform with higher risk appetite and at the other end, traditional organisations and industries are scaling steps towards digitisation through DevOps, automation and customer experience programs.
Where is the balance? There is probably none and that probably speaks a lot about the conundrum that many sectors face in the next few years with the decisions they have to make. In our view, there will be only two best cases of sustainable businesses: born digital or re-born digital organisations.
With our global clients, digital transformation is an organisation’s wide phenomenon where the business fundamentals are also being looked at and deployments are broken into agile sprints. In the Indian context, while agile approaches are being adopted, the transformation is mostly being run through specific programs, with the obvious front-runner being automation. In both cases, the natural progression observed has been from digitisation to digital optimisation to digital business.
A key driver for a lot of consumer products and services organisations, like financial services, besides sustainable future ready business footprint, is customer experience. It is evident that experience is no longer just a differentiator but something that defines the business itself and is disrupting business models and created impending risk for traditional organisations.
One of the valuable lessons we have learnt through deep engagement cycle for digital transformation programs is that creating frameworks around key variables is critical to improving predictability of success. With no clear paths available these frameworks act as guidance maps for enabling right future outcomes and right-sizing of goals from the outset.
For example, our data science lab, advises clients to ensure a day zero data governance and data repository framework. As the use cases for analytics change the fundamentals around data will not, and framework for the same protects client interest in the long term. Further, most independent studies predict that almost 90 percent of organisations will be moving to hybrid cloud infrastructure by 2020.
This affects the fundamentals of any frameworks we build and design for our clients as we have a lesser risk of adoption. With the data logistics managed upfront, an organisation’s ability to mature any machine learning or artificial intelligence based decision analytics has a higher success ratio. With the fundamental premise of the framework in place, future agile adoption of technologies and use cases is possible and helps.
Another good example of creating predictable outcomes through robust frameworks is observed by us in banking. Globally ‘open banking’ norms are being adopted and this is not restricted to compliance but also better business practices where the underlying customer adoption cycle is being shifted to a more on-demand distributed architecture where banks and financial services organisations will have to serve the outcomes their clients desire at their convenience of platforms.
In India, we already have a multitude of partnerships between licensed banks and e-commerce players like Amazon, Flipkart, etc and also social platforms like Whatsapp and Facebook to seamlessly integrate a customer acquisition journey. In fact, the reverse is also happening where the born digital platforms are taking a bite into the traditional banking transactions through micro-lending and digital wallet platforms they have set up. Amazon has applied for an insurance license and Flipkart is predicting their lending products platform will account for 20 percent of their business.
Adopting a more holistic approach by investing in broader programs to re-invent, re-engineer and re-imagine business processes using the most appropriate technology adoption curve for business success is the best case scenario for any organisation.
Views expressed are personal opinion of Amit Bhasin, EVP, Head Product Strategy and Marketing, QualityKiosk Technologies.
Article first published in Elets Online
Qualitykiosk was a part of AppDynamics Dubai 2018 event in December.
We are operating in an era of software and technology innovation, facing unprecedented change and unlimited potential. Our future will be defined by a new breed of IT professional - by men and women who challenge the norm, who strive to break barriers, and who use data and insight to solve problems and unlock opportunity. In 2018, AppDynamics took their world-class event experience on the road, and were in Dubai on 5th December to bring together Agents of Transformation in this region.
QualityKiosk team participated in this event to share insights with AppD customers who wish to drive transformation in their industries. Our product experts helped customers address their challenges, by understanding their vision and roadmap, and helping them re-imagine new business possibilities with AppDynamics.
Gartner had organized IT Symposium/Xpo™ 2018 in Goa to explore the strategic trends and technologies that are shaping the future of IT and business. Thousands of CIOs and IT executives came together in Goa to discuss key topics including data & analytics, artificial intelligence, machine learning, culture, customer experience, cyber security and more.
QualityKiosk was proud to be part of IT Symposium/Xpo 2018 that helps hone leadership skills, refine buiness strategies of customers, and find the innovative technologies that will help them power their digital transformation.
QualityKiosk participated at Gitex 2018 held in Dubai.
Mumbai, 10 October 2018
QualityKiosk Technologies, an independent Quality Assurance provider, has announced the launch of its omni-channel cloud-based testing platform and their expansion plans in the Middle East region.
QualityKiosk has setup a DSL – Data Science Lab to develop a Unified Intelligence Platform for Experience. The approach is different wherein one looks at improving hard metrics such as Customer On-boarding, Retention, Life time value (LTV), Acquisition cost, etc. while incorporating new data sets including dark data, social listening, etc.
The platform includes a Mobile testing cloud and setting up an experience NOC which enables clients to deploy applications with greater velocity, moving from corrective to predictive testing, thereby providing an enhanced customer experience across web, Android and iOS devices. The platform further helps DevOps including real world automated testing across a wide variety of devices, browsers, OS and networks. Critical points of a customer journey can be identified and addressed via post-release feedback loops.
The company already has 1600 + engineers with 150+ quality performance engineering professionals on the ground in the Middle East region and is looking to expand the team and its offerings to banks and enterprises. First Abu Dhabi Bank, Abu Dhabi Commercial Bank, Citibank, DBS, and Emirates NBD are some of QualityKiosk’s esteemed clients in Dubai.
Maneesh Jhawar, Founder & CEO, QualityKiosk Technologies, said, “With technology disruptions happening across industries, the key to stay ahead in the game is to accelerate velocity in terms of reducing testing cycles, reducing product go-to-market times and staying ahead of the competition. The UAE remains a priority market for QualityKiosk and we continue to introduce latest innovations to help our customers achieve unprecedented Return on Experience (ROX)”.
Amit Bhasin, EVP, Head Product Strategy and Marketing, QualityKiosk Technologies, added, “With an increased focus on automation in quality assurance the Data Science Lab enhances the ability of clients to deliver a flawless mobile experience using the suite of services from QualityKiosk encompassing Functional Assurance, Performance Testing and Customer Experience management”.
Article first appeared in Express Computer
Mumbai, 09 October, 2018
QualityKiosk Technologies, a quality assurance provider, has launched a cloud-based testing platform.
The platform includes a mobile testing cloud and setting up an experience network operating centre, which enables clients to deploy applications. This provides greater velocity and moving from corrective to predictive testing, thereby providing an enhanced customer experience across web, Android and iOS devices, it said in a statement.
The platform further helps DevOps including real world automated testing across a wide variety of devices, browsers, OS and networks. Critical points of a customer journey can be identified and addressed via post-release feedback loops, it added.
“With technology disruptions happening across industries, the key to stay ahead in the game is to accelerate velocity in terms of reducing testing cycles, reducing product go-to-market times and staying ahead of the competition. The UAE remains a priority market for QualityKiosk and we continue to introduce latest innovations to help our customers achieve unprecedented Return on Experience (ROX),” Maneesh Jhawar, Founder & CEO, QualityKiosk Technologies, said.
QualityKiosk Technologies was founded in 2000 by IIT-Kanpur graduates, and has more than 50 of the Fortune 100 of India and 18 of the Fortune 500 companies across the globe as clients.
Article first appeared in The Hindu - Business Line
Mumbai, 27 September 2018
Robotic monitoring and artificial intelligence (AI) are widely used for physical surveillance of security and defence areas, factories, and residential premises. As robots can monitor a given area tirelessly and with precision, they make the task of surveillance reliable.
Powered by the capabilities of precision, tirelessness, and reliability, robotic monitoring is being used by many forward looking organisations to deliver speckless customer experience across their digital properties. Let’s examine this with a few cross-industry examples.
1. Vigilant, 24×7 monitoring
Robotic monitoring can help companies deliver a dainty user experience. Take an example from the banking world. Created and defined as a (robotic) customer, a bot can be programmed to check each and every user journey across a bank’s net-banking and mobile banking channels every few minutes.
While the bank’s support staff can probably check its systems for a few times in a day—or worse, after a support ticket is opened, a bot can diligently check every customer journey round-the-clock. As a result, IT support can be informed of technical issues (availability/performance of individual pages) immediately for speedy troubleshooting.
2. Going beyond the silos
When support teams track systems looking for potential issues, those checks are generally performed on individual systems such as applications, servers, network, etc., in silos. However, a customer journey, such as buying a holiday package on a travel website, cuts across all these.
Unless the tracking process exactly replicates the activities a customer performs, the customer journey(s) cannot be truly monitored. A bot, mimics a real customer, can track and check the entire customer journey, thus, connecting all silos with actionable insights.
3. Optimal utilization of lean hours
The data-center support staff of an insurance company usually carries out important backend functions such as daily backups, maintenance, hardware and/ or software upgrades during the lean hours of midnight when traffic is at its lowest. Performing these tasks during midnight ensures their potential adverse impact on customer experience is minimal. Moreover, it’s difficult for support staff to quickly identify technical issues that maintenance activities may newly introduce.
As bots can be commissioned and decommissioned at will, insurance carriers can deploy multiple bots during and after their nightly maintenance to instantaneously spot and fix errors before they affect customers.
4. High accuracy and reliability
Remember the old, Windows-based Mine Sweeper game? You check each and every tile to identify the one(s) that may have mines under them. A similar task can be assigned to a bot to thoroughly scan the entire customer journey looking for potential ‘mines’ i.e. errors. While the game requires a player to identify mines by not clicking on them, a bot, on the other hand, mimics every possible step a customer may take in each and every journey.
Bots, with their diligence and meticulousness, help ensure a near 100 percent accuracy in detecting errors and issuing alerts. Given their high accuracy level, when a contact center does not receive alerts for a long time, it can be safely assumed to mean that there are no issues with the organisation’s systems.
5. Predictive maintenance
Due to their machine learning (ML) capabilities, bots, while monitoring customer journeys over a long period of time, tend to develop an understanding of symptoms that potentially lead to technical issues. As this understanding evolves, bots can help organisations precisely detect issues even before they occur and alert the support staff to take preventive action.
6. SLA checks
Services delivered by an e-commerce company are made possible due to pre-existence of a highly complex ecosystem of technology stacks and services provided by multiple vendors at the backend. As a bot scours each and every potential activity of a buyer, it may spot when and whether services offered by third party vendor(s) meet necessary standards or not. This way, bots can help organisations enforce service-level-agreements (SLAs) they sign with multiple third-party agencies.
7. Ensuring security
As bots quietly check each point of a customer journey, they unearth every discrepancy possible. For instance, to check a customer journey, bots can check and validate smooth functioning of security features like Captcha or one-time password (OTP). Moreover, as bots scrutinize an organisation’s website by comparing its byte size every few minutes, it can instantly catch malicious acts such as homepage defacement of a corporate website.
8. Capacity planning
The machine learning (ML) capabilities of bots along with their round-the-clock monitoring can help an organisation’s datacenter administrators understand system utilisation patterns better. These insights, in turn, can help them scale up or scale down the capacity (in case of a cloud model), thus, ensuring sustained business continuity while achieving cost optimisation at the same time.
Robotic monitoring, thus, improves quality of customer experience while delivering advantages of speed and accuracy. For instance, all leading organisations (across sectors) engage with their target customers via mobile apps, online and social media channels. Robotic monitoring can help them ensure that customer experience is not compromised even for a minute.
Maneesh Jhawar, Founder & CEO, QualityKiosk
Maneesh started QualityKiosk Technologies in the year 2000, after sensing the need-gap in the software testing industry. His constant emphasis and personal commitment towards governance, best-in-class business practices and constant innovation is the foundation that has helped QualityKiosk establish superior credentials with clients consistently. In his career of 26 years, his customer centric attitude is based on the philosophy of treating customer’s business challenges as his own which inspires each of his employees to work towards business outcomes for clients.
Maneesh started his career with Procter and Gamble in 1990 where his achievements included setting up of a Toothpaste Manufacturing Facility for Exports in record time. Always obsessed with Quality he set up the TQM (Total Quality Management) practice at P&G’s flagship manufacturing facility. He then founded his business Maneesh Pipes Private Limited, an EPC company for large water supply schemes and piping solutions for all industries. He is also an investor and on the Advisory Board of three companies in Mobility, Data Analytics and e-Commerce space.
A B.Tech from IIT Kanpur, Maneesh has also completed a program on “Transforming Professional Services Companies” from Harvard Business School. Maneesh enjoys reading books and has a collection of 1000+ classics. He is the President of MPM Trust which runs one of the largest community centres in Navi Mumbai.
First published at: Wire19.com/
CI: As DevOps matures, organizations are focusing on finding ways to consolidate and standardize their DevOps processes, tooling and implementation – in order to scale DevOps throughout business. Kindly, share your insights on this segment.
Maneesh: DevOps transformation for an organization is a journey. The key to DevOps maturity is seamless automation for development, deployment, testing and monitoring. Organizations must build a tool-chain that helps them become efficient and stay effective. Also, as DevOps matures, besides processes and the tool-chain, organizations need to focus on the cultural changes in terms of the way their teams work and communicate in the DevOps / agile context.
CI: As more companies look forward to Software Quality Assurance service to improve their workflow and productivity, a number of challenges related to infrastructure and legacy systems have risen. What measures should a provider adopt to increase efficiency in the Software Quality Assurance service?
Maneesh: Without a doubt – automation is the answer to increase efficiency and reducing total cost of quality. Infrastructure or the lack of it, especially in the UAT or test environment can render automated quality assurance useless. This is where service virtualization and API testing plays a key role. Legacy systems relate to digital IT applications via interfaces, APIs/micro services and this is where API testing helps in integrating multiple moving parts into delivering a singular ‘WOW’ experience to the end-user on their mobile screen.
CI: With a majority of organizations making a foray in the digital world, the need for digital transformation will require a huge shift of focus towards digital testing. Give us your opinion on this?
Maneesh: The digital experience that an enterprise creates is determined by the quality of software that powers it. There is no digital testing or non-digital testing. We believe quality must be defined from the point of view of the end-user (customer) who will consume the IT application/ ecosystem.
Take an example for insurance, the core system is legacy system with the Black and Green screen. On the front end, there is IoT (FitBit) that an end-user wears, there is an app that collects the data from FitBit and there is a cloud analytics engine that dynamically generates the quarterly premium and syncs up with the core insurance system.
One cannot differentiate between digital or non-digital testing because the entire business process or customer journey is across multiple legacy and digital applications – and the entire journey must be tested end-to-end. That said, mobile applications, unlike legacy systems, are upgraded frequently – 2-3 time a week. New methodologies catering to digital applications that rely on Quality Assurance best practices help guarantee quality for digital applications. Mobile labs, IoT and robotic labs and customer experience monitoring ‘bots’ help digital transformation projects succeed.
CI: With growing demand for cloud and mobile technology, it is important to master the skills of advanced security and compatibility testing. What are the recent security updates for testing services and what needs to be done?
Maneesh: With the advent of mobility – a different smartphone in every hand and over 26000 models in the market, delivering a consistent end-user experience in terms of compatibility (OS, browser, mobile, network) and performance is paramount.
Digital apps need to be tested for performance, functionality and compatibility on demand. Clients demand a robust digital lab where the device matrix is continuously updated. For example, we had the iPhone with OS 12 available for testing within 48 hours of the launch. With cloud based mobile labs – the client today has the flexibility to run automated tests across devices, networks, OS and browsers anytime and from anywhere.
CI: What level of changes do you expect to see in the way organizations adapt to challenging software quality assurance and performance testing landscapes in the near future?
Maneesh: With DevOps and Agile becoming a way of life, organizations are shifting left. They find defects faster and earlier in the Software Development Life Cycle (SDLC), help enable the developer to track his ‘Performance Budget’ so there is performance built into the code at the start and enable the developer to automatically unit test his code.
28 July 2018
Borderless multi-channel banking has emerged as the norm in India’s banking world as banks must provide interactive, consumer-targeted services to its retail, corporate and rural clients via alternate channels like mobile, net-banking, micro-ATM, Tab Banking, digital lending channels, and ecommerce integrations.
In the digital era, the customer expects high quality of products and services at enhanced speed which means not only the front end but also the back end needs to deliver a faster outcome. The importance of software quality assurance (QA) testing has risen tremendously. As these services need to be available round-the-clock, running automated tests has become essential for banks.
Automated testing or robotic test automation (RTA) offers a range of benefits to banks. Besides running tests faster (than humans), RTA ensures tests are repeatable, reusable, customizable, comprehensive, and can be carried out concurrently. For banks, bots can perform QA testing with high precision without getting tired—functioning round-the-clock.
The current scenario
When it comes to deployment of bots in the banking world, two scenarios can be commonly observed. Like in the case of many organizations, banks employ quality assurance testing (fully automated or otherwise) for their post-production testing needs. Role of bots is rarely perceived as essential in the pre-production phase.
In a few other cases, while banks deploy robotic automation for pre-production as well as post-production, these tasks are handed over to multiple entities (or tools)—at times commissioned by different people within the bank.
A few forward-looking banks, however, can be seen combining the two—trying to achieve synergistic advantages of both the processes—pre-production and post-production with a ‘Bot First’ approach.
A customer journey
A bank offers multiple services to customers across various digital alternate channels including, mobile, net-banking, micro-ATM, Tab Banking, digital lending channels, and ecommerce integrations. Delivering each service involves a play of complex ecosystems comprising plethora of systems, networks, application stacks, and third party services, besides diverse user devices, OS options, data connections, and screen sizes. A slight error in functioning of any of these aspects at the backend—or customer front-end—can lead to transaction failure, affecting customer satisfaction.
From RTA standpoint, every transaction that a customer carries out, such as fund transfer via UPI, NEFT or IMPS channel, is akin to a journey involving multiple systems. A bank CIO is interested in ensuring the smooth functioning of the entire customer journey across multitudinous technologies and services—at the backend as well as customer front-end.
The Bot First approach
Robotic testing in banking with a Bot First approach in pre-production involves commissioning robots right from the beginning of the test cycle. When a bank carries out the first round of QA testing of its customer journey across the IT ecosystem, a bot gets configured.
Since bots are involved in QA testing from day 1, it learns about (and very soon masters) each piece of the customer journey. As multiple bots can be commissioned in parallel, they can traverse the entire spectrum of customer journeys collectively developing a sound understanding of every possible error and symptomatic diagnostics to avert future errors.
All this knowledge acquired over multiple rounds of testing can prove useful in the post-production phase.
Even though the real test of a system happens when tires meet the tar, the journeys travelled by robots to test a banks’ systems during pre-production phase, are not too different from those in the post-production phase. For example, the customer on-boarding journey during pre-production phase is similar to the post-production journey (of on-boarding).
In the post-production phase, certain processes are systemic while some involve manual operations. All the structured and repetitive processes can be automated using robotic process automation (RPA) bringing in a near-symmetry to customer journeys in the pre-production and post-production phases by bring RPA into operational process.
A combination of RTA in pre-production and RPA in post-production can offer several advantages to a bank. As customer journeys in both phases are similar, many test components created in pre-production can be reused in post-production, thus, saving time, costs and efforts for the bank.
When a single service provider shoulders the responsibility of smooth functioning of both the phases (pre-production and post-production), a harmony of systems can be achieved as RTA and RPA tools can be homogeneous.
The merger of the two phases eliminates the internal collaboration challenges of the bank as a single team can supervise the entire bot management process end-to-end. The vendor management hassles diminish as CIO’s office has to manage one vendor only.
The banks looking to achieve such synergistic benefits should identify a third party service provider with established track record on both sides of the spectrum—pre-production as well as post-production. Lastly, even though a big bang approach has its own advantages, starting slow and scaling up is advisable to keep costs and risks low.
Vivek Porwal is Senior VP & Delivery Head - Banking, QualityKiosk
Article first published in CIO
Maneesh Jhawar, Founder & CEO, QualityKiosk, started QualityKiosk Technologies in the year 2000, after sensing the need-gap in the software testing industry. His constant emphasis and personal commitment towards governance, best-in-class business practices and constant innovation is the foundation that has helped QualityKiosk establish superior credentials with clients consistently. In his career of 26 years, his customer centric attitude is based on the philosophy of treating customer’s business challenges as his own which inspires each of his employees to work towards business outcomes for clients. Maneesh started his career with Procter and Gamble in 1990 where his achievements included setting up of a Toothpaste Manufacturing Facility for Exports in record time. Always obsessed with Quality he set up the TQM (Total Quality Management) practice at P&G’s flagship manufacturing facility. He then founded his business Maneesh Pipes Private Limited, an EPC company for large water supply schemes and piping solutions for all industries. He is also an investor and on the Advisory Board of three companies in Mobility, Data Analytics and e-Commerce space. A B. Tech from IIT Kanpur, Maneesh has also completed a program on “Transforming Professional Services Companies” from Harvard Business School. Maneesh enjoys reading books and has a collection of 1000+ classics. He is the President of MPM Trust which runs one of the largest community centres in Navi Mumbai.
In an interaction with Shweta Papriwal, Editor, IIFL, Maneesh Jhawar, Founder & CEO, QualityKiosk, said, “QualityKiosk is uniquely positioned in every phase of the application ecosystem lifecycle, right from an application’s conceptualization phase to go-live to end-of-life..”
Kindly brief us about your business and segments.
QualityKiosk’s is into digital assurance and quality engineering solutions including functional assurance, performance assurance & engineering, test automation and real-time user experience management & monitoring and robotic process automation. Our unique SaaS platform deploys services across the quality assurance lifecycle on a 24x7 basis to deliver a delightful end user experience for enterprises. The company offers unparalleled quality engineering across the life span of an application from pre to post production. Our Mobile 1 – M1 cloud device lab helps organizations guarantee the functional & performance quality of applications and continuously monitor them from an end-user’s standpoint. We simulate and monitor customer journeys on real mobile devices.
We are the only synthetic monitoring platform in the world that can navigate complex customer journeys including CAPTCHA, Mobile OTP and 2-Factor authentication.
We have over 200+ clients across verticals like banking, financial services, insurance, retail, e-commerce, government, automotive and telecom that are spread across 20 markets.
How does real user experience simulation work?
We understand the critical paths that are frequently navigated by end-users. For example on a banks application it could be a bill payment or a fund transfer. Our intelligent robot is then configured to mimic this journey continuously. Our promise to clients is ‘Be the first to know’ in case of availability or performance issues.
How do your clients get to know the performance of their business?
Our unique synthetic monitoring platform, CXGuardian-Customer Experience Guardian, is a Continuous Robotic Monitoring platform that gives real time visibility into Server, API, switches (Banking), mobile and web application availability and performance.
Clients get a notification on the CXguardian app, and by email, SMS and phone call as well.
How are you placed vis-a-vis peers? Do you face competition in the segments that you operate?
QualityKiosk is uniquely positioned in every phase of the application ecosystem lifecycle, right from an application’s conceptualization phase to go-live to end-of-life. Given our multiple competency areas, we face competition from large as well as small companies in the IT segment.
How does historical event tracking work? Brief us about your geographical presence and expansion plans if any?
We are mainly focused on markets in Asia Pacific, Japan and Middle East with limited presence in USA and Europe at the moment.
We plan to organically grow 5X in the next 5 years. To achieve this growth, our focus is three-fold - People, Process, and Platform.
Your clients are from which business segments?
Our clients are from diverse sectors of Banking, Financial services, Insurance, Automotive, Telecom, and E-commerce. Some of our clients include IDFC Bank, TATA AIG, Manulife, Tata Motors, Bharati-AXA, South Indian Bank among others. We count more than 50 of the Fortune 100 of India and 18 of the Fortune 500 companies across the globe as clients.
How much is your employee base, do you expect further additions?
We started with a few core members operating out of a small office and have today grown to 1500+ quality assurance experts spread across 20+ countries in APJ, EMEA, and Indian-Subcontinent.
Mumbai, June 19, 2018:
QualityKiosk Technologies, a leading independent provider of Digital Business Assurance solutions and services, announces the launch of “QualityKiosk Mobile One” (QK-M1TM), a “lab-as-a-service” platform for enterprises, for digital testing, to improve quality, help increase release velocity, and enhance end-customer experience.
QK-M1TM can be used for digital testing under real-world conditions and is a continuous testing and monitoring platform available as an on-premise or cloud (SaaS) version and operated on self-service or managed-services basis. It provides access to hundreds of mobile devices and browsers including the latest models and OS versions from global data centres located in India, U.A.E., and Indonesia.
“Our clients are constantly overwhelmed with rapid developments in the mobile ecosystem. They want to swiftly fix mobile device-related issues that degrade the digital experience and impact revenues and brand. We built QK-M1TM to help address these expectations that are centred on three critical themes: Quality, Velocity, and Experience. We constantly strive to be at the forefront of digital transformation solutions to future-proof our clients. For instance, QK-M1TMnow supports iOS 12, less than a day after it was announced at Apple WWDC. Our clients can now develop and execute automated testing on devices running iOS 12 to make sure they are ready before GA (general availability) in the Fall” says Maneesh Jhawar, Founder & CEO, QualityKiosk Technologies.
“Our ability to help clients perform digital testing under real-world conditions, conduct parallel testing on any number/combination of real devices/browsers/OS/networks, deliver performance analytics for customer journeys using our proprietary algorithms, and support continuous fixing of issues with sub-optimally performing devices in real-time differentiates us” says Naren Wadhwani, Head – Digital Solutions, QualityKiosk Technologies.
“We are excited that QualityKiosk, the leader in Quality Assurance and Consulting, has selected the ExperitestSeeTestCloud for its Digital Testing Lab. We see great value in this strategic partnership with QualityKiosk, and trust this will make the agile release of high-quality mobile apps a reality” says Nitin Kumar Dang, Regional Head – India and Middle-East, Experitest.
QK-M1TM is powered by Experitest, the world’s leading provider of quality assurance tools for web & mobile DevOps, including test automation, manual testing, performance testing, load testing and monitoring for web & mobile applications. Its SeeTest quality assurance platform enables web and mobile application testing across a large selection of browsers and real mobile devices, and seamlessly integrates into all ALM environments (e.g. Appium, Selenium, UFT, Junit, Jenkins, Eclipse, Visual Studio, XCode and Android Studio).
QualityKiosk Technologies is one of the world’s largest software quality assurance providers and pioneers in performance testing. It was founded in the year 2000 by IIT-Kanpur graduates. The company offers end-to-end digital and enterprise quality assurance solutions for banking, financial services, insurance, retail, e-commerce, government, automotive and telecom verticals.
QualityKiosk counts more than 50 of the Fortune 100 of India and 18 of the Fortune 500 companies across the globe as clients. With 150+ clients across various verticals across geographies, some of their clients include IDFC Bank, TATA AIG, Manulife, Tata Motors, Bharati-AXA, South Indian Bank among others.
QualityKiosk’s 1500+ quality assurance experts are spread across 14+ countries in APAC, Middle-East, and Far-East Regions.
QualityKiosk is proud to be recognized by Gartner in their ‘Build Continuous Quality Into Your DevOps Toolchains’ Report 2018.
Mumbai, 28 March 2018
Founded in the year 2000 by IIT-Kanpur graduates, including Maneesh Jhawar, QualityKioskhas come a long way to be world’s one of the largest software quality assurance providers and pioneers in testing. With its unique SaaS platform and end-to-end digital and enterprise quality solutions, it offers services to banking, financial services, insurance, retail and others. In the past 17 years it has provided premium user-experience to over 3500 projects across 50+ Fortune 100 of India and 18+ Fortune 500 companies across the globe. Some of their clients include IDFC Bank, TATA AIG, Manulife, Tata Motors, Bharati-AXA, South Indian Bank among others.
It is with Jhawar’s emphasis and commitment towards governance, best-in-class business practices and constant innovation that the company has earned superior credentials consistently. In his career of 26 years, his customer centric attitude is based on the philosophy of treating customer’s business challenges as his own, which inspires each of his employees to work towards business outcomes for clients.
A B. Tech from IIT Kanpur, and having completed a program on ‘Transforming Professional Services Companies” from Harvard Business School, he started his career with Procter and Gamble. His obsession with quality, led him to set up TQM (Total Quality Management) practice at P&G’s flagship manufacturing facility, and later founding QualityKiosk, where he serves as the CEO & Co-founder. He is also an investor and on the Advisory Board of three companies in Mobility, Data Analytics and e-Commerce space.
Analytics India Magazine interacted with Maneesh Jhawar, who enjoys reading books and has a collection of 1000+ classics. In this candid conversation he shares how the company is using analytics, the benefits of adoption analytics driven approach, challenges and more.
Analytics India Magazine: How is QualityKiosk making use of analytics?
Maneesh Jhawar: The world is a digital marketplace. Smartphones in every hand has enabled consumers to connect with brands 24/7 with the expectations of being delighted at every touchpoint, across every channel. It’s a difficult ask unless an organization can predict with relative accuracy the reliability and consistency of the end-user experience they provide.
QualityKiosk’s innate ability to correlate multiple disparate data sources to form a single view of the customer journey helps ensure the Quality of Service does not drop below the threshold as required by the business or IT teams’ standards.
QualityKiosk’s proprietary algorithms for capacity planning, customer journey mapping, business process analysis, continuous robotic monitoring helps clients in different phases of the application life-span.
AIM: When did it adopt analytics driven approach?
MJ: QualityKiosk’s primary analytical engine was developed for CX Guardian, a unique cloud based synthetic monitoring service in the year 2000. Since then, the analytics platform has undergone multiple upgrades, additions in form of tools, technology and capabilities. A 50-member strong dedicated research team works on the principles of continuous learning to constantly upgrade the platform. Algorithms are evolved constantly, AI and machine learning models are added where applicable.
AIM: What have been the benefits of using analytics? Please share a few use cases.
MJ: The digital eco-space creates humongous amount of data. Unless this data is processed, it is worthless in its raw form. The benefit of real-time analytics and predictive analytics is actionable insights to delight an otherwise frustrated customer.
For example, let us assume the journey fails for an individual who is buying products on an e-commerce website. The customer will be obviously frustrated. QualityKiosk’s analytics platform would identify this failure in terms of the technical root cause and notify the client’s IT teams, customer relationship team or call centre. Our research shows that in such situations when organisations proactively reach out to the frustrated customer, the aggrieved customer feels valued that his problem was acknowledged proactively.
AIM: What are the analytics tools used by QualityKiosk?
MJ: QualityKiosk is tool and technology agnostic. Today the IT landscape is a maze of multiple tools and technologies meshed together. QualityKiosk’s analytics engine works on the data generated and collected by disparate sources (read tools). The analytics models are customised based on the data captured and the outcomes or insights that the client requires.
AIM: Does it make use of AI and other technologies? If yes, please share details.
MJ: Yes, QualityKiosk uses AI, robotic process automation, continuous monitoring and bots extensively in lot of our processes.
AIM: What are the challenges of adopting the analytics approach?
MJ: There are two distinct challenges in any analytics model.
Garbage in, garbage out! Here, the challenge is in capturing correct data and removing the noise. When data is correctly captured it makes for a robust analytical model.
The second challenge is in identifying the correct data for the appropriate analytics use-case. The outcome of the analytics engine is ‘Intelligent Actionable Insights’. In case the right set of data is not identified for a specific use-case the insights will be incorrect.
Analytics approach or model must be ‘Intelligent’ i.e. it must move from Proactive to Preventive to Predictive.
Article first appeared in Analytics India Magazine
Heading the testing practise as the COO at QualityKiosk, Chitra Ramaswamy is a core member of the founding team and has set up the entire practice from scratch. With 30+ years of experience in IT sector, she has been instrumental in expanding the QualityKiosk footprint in various industry verticals and geographies.
Known to be innovative and improving various processes deployed, she has led many ‘firsts’ in various domains, especially bringing technological evolution in quality assurance solutions and platforms, along with IT solutions development and consulting. Over the last few years, she has been involved in transforming testing practices and approaches internally and for customers from a DevOps and agile context integrating quality and speed.
She is a post graduate in computer science from IIT Bombay and a ‘Certified Quality Analyst’ from QAI, and loves spending her leisure time reading, meditating and listening to Indian classical music.
Q. HOW IS IT BEING PART OF A QUALITY ASSURANCE COMPANY? HOW DID IT ALL BEGIN?
Born in a South Indian family in Ahmedabad, Gujarat, I always found my education and academics at the centerstage throughout my growing up years. My father’s passion and talent in mathematics rubbed off on me that led me to pursue B.Sc in Mathematics. Later on I got a degree in M.Sc. in Computer Science from IIT Bombay. After post-graduation, I worked at several firms such as A.F. Ferguson and Company, PRT System, Iflex Technologies and Silverline Technologies for over 20 years, before joining QualityKiosk (company founded by Maneesh Jhawar) in 2003.
Q. HOW HAS THE EXPERIENCE BEEN SO FAR?
There is a great legacy attached to QualityKiosk. Maneesh started QualityKiosk in 2000 as his experience in the manufacturing industry made him realize that there was a huge gap in quality assurance when it came to software testing. QualityKiosk pioneered third-party software quality assurance in India. Earlier the developer would test and that was it! We changed that. We pioneered third-party quality assurance in India 18 years ago.
It has been a roller-coaster ride. We are not just a testing company, we are Digital Experience Assurance experts. We take pride in being ahead of the curve by anticipating the ever-changing needs of our clients and their end-users. That said, it is always exciting to work with my team in a fast-paced and agile environment.
Q. PLEASE TELL US MORE ABOUT MANAGING WORK-LIFE BALANCE
I think it’s just not work – life balance. It is striking a work – life harmony. What it means is sometimes work demands more of your time and one needs to anticipate the workload and deliver and sometimes the personal front requires more time and attention and one needs to address that as well.
Striking a work – life harmony will help individuals balance the critical priorities at work as well as at home.
Q. WHAT IMPACT DOES YOUR ROLE BRING ABOUT?
At QualityKiosk my role as the Chief Operating Officer is to make sure that we delight our clients by continuously adding value and helping them achieve their business outcomes. Our philosophy is quite simple; we encourage our leaders and teams to bring new ideas to the table and execute them. Every QKite must possess the spirit to do new things. We have a dedicated research and development team that keep our technical edge in the market sharp. Our dedicated business consulting practice makes sure we are on the dot when it comes to changes in the market.
Q. THOUGHTS ON INCORPORATING MORE WOMEN IN NEW TECH SECTORS.
There is no difference between men or women as one can bring value to whatever one does. The mantra to success is bringing value to whatever role or responsibility that resides on your shoulders. Don’t tolerate mediocrity. Be better today, than what you were yesterday.
AI systems will need quality check points across input data, how that data is processed and interpreted and if the output quality is maintained continuously
11 December, 2017
“The IT testing industry has undergone a huge transformation in the digital age. Back in the day, for a core banking or an insurance organization, the entire IT team’s focus was the core system with one or two releases per year.”
These are the thoughts of Maneesh Jhawar, CEO of QualityKiosk Technologies, who started the organization back in 2000. Maneesh, who started his career at Procter & Gamble, along with his core team members, Chitra Ramaswamy, a seasoned veteran in the IT industry with three decades of experience, and Gauraav Thakar who manages the marketing and operations in the firm, sensed the gap in the software testing industry.
Today, with digital applications and multiple channels, the core system, still crucial, is not the only important system. There are digital applications where incremental releases are done every day. But, back in the day, even veterans would agree to Maneesh’s thoughts that no more than 1-2 releases per year were being done.
One way to look at this transformation is from a customer’s point of view. In 2001, communication was one sided – brand to customer. Today it is a two way interactive communication.
“In case the customer is not gratified at the time of his choice and across the channel he chooses to engage with the brand, be prepared for a social media tantrum. Continuous monitoring is needed to continuously delight customers who have had a frustrated or below par experience” says Maneesh.
Today no business can run in isolation as it has become imperative to have a connected eco-systems, each one leveraging data to capture wallet and mindshare of customers. Everything is getting truly omni-channel and multi-modal for end customers.
Building one of the world’s largest software quality assurance providers and pioneers in performance testing organization, Maneesh opines that with technology disruptions across industries, the key to staying ahead in the game for organisations, is accelerated velocity in terms of reducing testing cycles, reducing product go-to-market times and staying ahead of the competition.
He and his team strongly believe in addressing critical customer needs – Quality (ensure scalability of operation), velocity (faster time-to-market) and experience (Consistency of performance across networks, devices, locations).
Going forward with the trend, Maneesh states that continuous testing based on domain specific automation platforms will be a key area/ trend that will stay in the limelight for some time to come.
The classic waterfall development and testing methodology will give way to Agile and DevOps, again relying heavily on automation. Mobile testing frameworks and automation are the rage and will continue to do so in the near future.
With machine learning and AI, predictive models and algorithm-based testing will come into play. Manual and plain vanilla automation cannot keep pace with AI centric systems.
These new age testing models will monitor in real-time. At the point where data is going into the machine learning & AI systems, it has to be the right data that goes in so that it learns correctly and enhances the output.
“So, AI and ML systems should be viewed from point of view of the fundamental principal of IT; garbage in, garbage out – If data patterns are wrong then the systems will take longer to learn and eventually the outcome will be wrong” he adds.
Apart from the industry buzzes like AI and ML, being in the business of guaranteeing scalable and seamless digital business for the last 17 years, QualityKiosk observes that software testing is at a point of inflexion and Internet of Things and Smart Devices, Quality Assurance will take centre stage.
Their unique SaaS platform deploys services across the quality assurance lifecycle on a 24×7 basis to deliver a delightful end user experience for mission-critical business applications.
The company also plans to grow 5X in the next 5 Years. This growth will be in revenue and incremental in terms of the organisation size.
For every company its people are its strength. In QualityKiosk, every QKite brings value to the clients in everything they do. In order to achieve that goal, the teams are constantly upskilled to continue to maintain the edge in the market.
The company has been constantly learning and adding value to clients by implementing best testing practices through cross-industry and cross technology learning and knowledge sharing.
Saving the best for the last, QualityKiosk’s technology platforms like QATH for automation, are essential in delivering value to clients, their performance engineering platform uses the unique methodology of Early PT to reduce performance testing cycles by 30-50%.
As a closing note, Maneesh states that when it comes to software testing, there is no one size does not fit all. The right testing approach is based on the business objectives, type of application and associated technology stack, development and testing methodology (waterfall, agile) and last but not the least the culture of the organisation.
Article first appeared in Techstory