Quality of Services



 

Quality assurance (QA) is an elusive ideal for many companies. Software development companies with a QA staff that listens to its customers face a difficult paradox. They need to meet ongoing requests for urgently needed software while trying to reach the lofty ideal of providing quality products that have been tested as thoroughly as possible.

When enterprise-quality software is intended to integrate with each customer’s software applications – some of which may have been custom written, and some supporting older versions of products – the number of variables that require testing increases exponentially. Choosing a team of QA staff who have technical prowess, excellent written and oral communication skills, and are good listeners is an absolute requirement. Knowledge of databases, programming, systems and network administration, and web administration complete the list of attributes that ensure the staff has the portfolio of skills needed to be effective; structure and discipline are fundamental to their success.

Competence is the possession of the required skills and knowledge to perform the service. For example, there may be competence in the knowledge and skill of contact personnel, knowledge and skill of operational support personnel and research capabilities of the organization.

Courtesy is the consideration for the customer's property and a clean and neat appearance of contact personnel, manifesting as politeness, respect, and friendliness.

Credibility is the factors such as trustworthiness, belief and honesty. It involves having the customer's best interests at prime position. It may be influenced by company name, company reputation and the personal characteristics of the contact personnel.