Monday, October 22, 2012

Software Testing - Time to shrug off that slumber ?


Sometime back I was invited to a Chennai city college to deliver a lecture on Software testing to an audience of senior students and faculty of computer science department. During the course of the session I was surprised to realize that not many in the group were aware of 'Software Testing', as a concept, barring some studies on the topic as part of their curriculum. Later few weeks back, when I again faced a similar audience at a college in deeper Tamilnadu I learnt that they have also not heard much about it. Earlier my own nephew who has been working in an IT major was putting up a long face and was about to break down narrating as to how  he has been 'unceremoniously' shifted to a Testing project after having worked so long in development , which he was obviously enjoying. The above in a nutshell summarize the awareness or the lack of it about software testing among people who matter.

Initially it was rather shocking to realize how a potential area such as software testing could be considered so low and how some could afford to be even ignorant about its relevance and importance. Some reading and searching revealed that the problem does not lie with a single entity but at a larger level.  

On joining an organization, various emerging technologies and platforms attract the young freshers and the crowd gets sucked like a fly to an oil sheet. Only the leftovers, which have little choice, are allocated to testing. Thus, this part of the life cycle has somehow acquired a dubious distinction of "last Choice".  In the 1970s anyone joining a bank branch will first be allocated to the dispatch section and people used to feel low about it. The testing situation is akin to it though bankers later realized that dispatch is the most important point of entry and exit where one can learn and be updated about all communications of the branch!

No job is mean and particularly if the software majors are investing and allocating huge revenue for Testing Services as exclusive business units, should one not think about the importance of such an opportunity? Where are we missing the bus, how to dispel the misnomer and attract the best of talents to this elite practice?

The Industry, Training institutes and the Academia have major roles to play here. 

Taking the last first, at the academic level, testing as a concept is yet to be recognized as its potential as job earner has not been realized and thus the whole concept sadly fail to catch the eye of the syllabus makers. Testing is just being touched upon only in a couple of chapters at the college level. Here too, the focus seems to have been only from the perspective of clearing the exams and getting an engineering degree and not from the vocational perspective.

Even century old Universities have curriculum which carries only questions worth 16 marks. Students can easily browse through these chapters from some popular books and if they choose to , can even conveniently opt to omit the same if they are confident of other options!  This myopic approach is bound to cost our students dear in terms of job options. Also, if this negligence is the result of an ill conceived notion that a developer need not be aware of the nuances of testing, then we are in for serious trouble. Certainly this is not the way to prepare the students for an industry which as per NASSCOM is expected to earn India around $ 15 billion @ by 2020 (http://m.businesstoday.in/story/are-software-testing-firms-worth-joining/1/184788.html)

At the Industry level, IT companies, as part of Initiation & later at induction levels, should have exclusive sessions on promoting this practice by underlying the benefits such as multiple domain exposure in quick time, better travel opportunities , to name a few.  No doubt, some are already into it but then clearly there seems to be more room for improvement considering the hesitation among the entrants to the testing practice. HR could also be directed to look deeper into the feedback through the exit interviews and provide crucial stats on attrition due to dissatisfaction on testing assignments. Organizations must also review periodically their policies and liberalize the awards and incentives doled out to those who acquire certifications and exhibit additional efforts to specialize in Testing. These initiatives are to be so humongous that they should create healthy competition and provoke entrants to opt testing ahead of others. When such practices erupt, the real impact and importance will be felt across the aspirants.

The Training Institutes which provide considerable number of trained Test engineers to the Industry always starved of testers have a good opportunity to prove their worth and have a greater role to play. They have the whole field before them, but only few have grabbed it so far.

Compared to the other two, the training institutes' choices are more complex but then so are their opportunities. On the one hand they need to sharpen their course content to attract the talent and lure them to the testing arena. On the other hand, they also should focus on how to make their candidates surge ahead of others and make them stand out as 'winning candidates'.

Their course coverage no doubt includes the basic concepts and requirements for one to start his/her testing career. But, when one competes against lakhs, it is necessary to have some differentiators which will provide the candidates the cutting edge to surge and dip their noses across the finish line. In the absence of such differentiators, the list of 'also rans' will continue to accumulate.

Training institutes should think differently and associate more with the Industry to learn about their practices, to be aware of major expectations from and challenges of testing and should modify their training methods accordingly. It is no more sufficient to produce simple testers but if they could provide resources that have an insight into such key challenges and visions to meet them - only such institutions are likely to stand out and be sought after both by the trainees and the industry.  There is also a good scope to design curriculum according to the trainee's line of specialization in the college, so that freshers get more easily attracted towards it. For this, more interactions with the industry and their key resources that create testing opportunities is a must.

That the government is insisting on even public sector units who develop their software in-house to subject themselves to a third party audit and certifications is a welcome indication on awareness and acceptance. So far even some of the IT giants were treating testing as a part of their development team but with the client expectations of an Independent testing team clearance, all organizations bent on quality outputs have started employing such teams as quality gate keepers to bring in better customer satisfaction. Such focus on testing only promises to increase the need for more testers and the above arms should do well to equip them as otherwise, there is every possibility of our friends across the border with enormous resource potential making their foray into this area too!  It's time to shake off the slumber to remain in the race.

Tuesday, October 16, 2012

What are nationalised banks waiting for ?


Ever since I came to know of them in the 1970s, banks have come a long way. What started off as a safe keeper of your money and the consequent book keeping activities have grown out of everyone's hands and minds to assume a humongous status in the industry. It has not only provided employment to the lakhs who directly work with them, but has also catered to the creation and sustenance of other allied industries such as information technology and communications. At such a rapid growth, one cannot but help a thought - whether its primary objective of safe keeping and lending have become secondary!

On the other hand, are the main pillars of this industry viz., the staff and the customers - happy and satisfied with the journey so far? The banks have come to stay and they shall survive only if these two pillars are strong and intact. Any corrosion or even a trace of fissure on these pillars will have a debilitating impact on this financial edifice.

With the constant increase of client base and an eye on accuracy and security, the government did well to introduce computers, which usurped more than a lion's share of the human work. Allaying the fear and suspicion of the trade unions, a section of which were vehemently opposing the entry of computers into this hitherto human resources dominated industry, the advent of computers only increased the job opportunities at banks. It also enhanced pay packet to the existing personnel and lesser strain for the staff with a promised 'improved efficiency' to the customers. I recall reading recently a tongue-in-cheek comment that "banking industry is the only one of its kind, which got paid more to reduce their work load through computers".

The staff on the one hand continues to be unhappy despite big chunks of sops and largesse. Being in the industry for quiet long, my contacts there are still vibrant enough to pass on such a disturbing message. My association with some of the social networking groups also substantiate this as is evident from the pleadings of the existing staff to quit the nationalized banks at the earliest to join other opportunities! Their grouse - late sitting, defunct software packages, low pay, and lack of growth opportunities … the list goes on.

What one used to do all through the day- posting, extracting, totaling & tallying - the computers have taken over.  When some of the staff goes on leave, others used to shudder particularly during month ends and days after consecutive holidays. But, this has considerably been reduced consequent to the takeover of computers. Of course, a section of the higher echelon has taken the brunt of consequences of computerization but for everyone to say that the work has increased despite computers is amusing.

On the other hand, customers- the real targeted beneficiaries are also fuming, as even their basic requirements are not fully met. There are still banks which ask the customer to come some other day for anything from chequebook to statements to even renewal of fixed deposits. Certainly, I see some attitudinal issues have cropped up and its time the banks conduct motivational training periodically and more regularly. 

What  are normal basic expectations of a customer? Very basic things such as withdrawal and deposit of cash, realisation of local cheques and fixed deposits with periodical interests. With the advent of ATMs, prudent and some educated customers have learnt to avoid branch visits for cash withdrawal and also started using internet banking extensively for other transfers. I was able to successfully keep a distance from my salary account bank for 7 years, thanks to these. But again, not all can be expected to be computer savvy and they still need the basic customer service.

Nationalized Banks in India have become adept in introducing hi-tech banking, rather in a half baked manner. When I requested for a cheque book through online and went after a week to enquire about  it, the official coolly said no one looks at online requests! This is directly in contrast to my salary account private bank which couriered the cheque book within 48 hours of an online request free of cost- do we now get to know why there was no need to visit them for 7 years??

When my friend went to close some of his major fixed deposits, the nationalized bank official did not even care to retain the deposit but had the cheek to ask him to check the savings account after 2 PM. This is because if there are too many deposit closures it will be taken later!! This is atrocious to say the least. Pray tell me why should I, as a customer, care about your availability of staff or work load when the money involved is mine and you are bound to serve in accordance with the rules as per the contract entered at the initiation  of my association with the Bank?

When I queried about the difference in the maturity value of the deposit and actual credited, the official had the cheek to say that by mistake income tax has been deducted and after realizing the mistake and re crediting the same some days have lapsed and hence the difference ! When I insisted that I should not be made to pay for the bank's gaffes, the official wanted a letter requesting to set it right. This again is a cheap and ugly way to mentally tax a customer. The bank has violated the contract and when I insisted on my money, a separate requisition is demanded!!

My mentioning earlier about the 'half baked' computerization at some nationalized banks must have raised some eyebrows. When Internet Banking was subjected to some technical jobs where transactions are not expected to be carried out, the message displayed is technical which a customer shall not understand. Why don't they learn from other reputed and more transacted banks as to how this is done seamlessly without hindering the customer? When an email is sent to the officials, it is not acknowledged or acted upon, as no one sees the email! To escalate the indifference, if the issue is taken up with the top management, as directed by the bank's website, it is shocking that even they do not care to respond. Such a callous indifference of the staff in some nationalized banks. When the Chairman or the Executive Director does not care for the customers, God save the Bank !

When all the facilities and technological support are provided to the nationalized banks, it was only with a noble intention of serving the customers better and trying to match the same of their private bank counterparts which are always few notches above. But, it is shocking that after enjoying the facilities, pocketing some more bucks for reducing the work and also constantly increasing the work force, the main pillars are more disgruntled than ever. Why and for what are the Banks waiting to crack the whip? Private banks are improving their services in leaps and bounds and the exodus of customers has already begun. At this rate, a shakeup from both the authorities and customers will do well to shake the nationalized banks out of their slumber, which has doubled that of Rip Van Winkle!

Friday, October 12, 2012

Testing - new waters

Recently I ventured into an unknown area to test my vocabulary and answer the call to provide a statement not exceeding 11 words to match a given picture, called by the monthly "Infinithoughts". To my surprise one of my 5 responses has been selected as the winning slogan and I have been gifted with a book "Most and More". Happy to share the same with you all, through this post:

Picture:



My winning words: