Regardless of the scale, software development always involves an investment of resources. If the quality of the final product is failing, the resources will be wasted. The funds will be gone forever and the investors will lose money, time, as well as potential profits and sometimes even damage their reputation. That’s why quality assurance is perhaps the most prioritized process in software development.
What is Quality Assurance in Software Development?
Quality assurance, or simply QA, is a complex process that covers several stages of ensuring the required standards of quality. In software development, this process involves a wide range of measures and starts long before writing the first lines of code. It includes proper planning of the development process, as well as evaluating, controlling, and testing the quality of a product throughout its creation. QA also covers optimization and reporting routines which will be described later in this article, along with other components of quality assurance.
The Role of Quality Assurance in Software Development
One can safely say that quality assurance is of vital importance in software development. It is true not only because of financial reasons. Though business priorities always revolve around money, QA also protects reputation. A software product with subpar quality can lead not only to financial losses but also to the loss of trust of customers and business partners. This could be a fatal blow to the startup or a company.
As a result, entrepreneurs highly appreciate the importance of QA, particularly in the field of IT. They understand that time and money spent on ensuring the quality of a software product are fully justified. It is highly important to find and correct errors in software as early as possible. The longer those flaws remain undetected and unresolved, the bigger risk they represent and the more difficult it is to fix them.
The role of QA in software development is much larger than just testing and finding bugs. It goes beyond quality control to the field of methodology. In particular, quality assurance deals with means and standards to organize the development process in such a way that prevents the appearance of errors. In other words, QA specialists research how to satisfy the client’s requirements while eliminating potential vulnerabilities and defects. This analysis at an early stage of development prevents a lot of trouble that may arise at subsequent stages.
The Quality Assurance Process in Software Development
Considering its major importance, quality assurance is not performed chaotically but as a strictly specified process. Some people, who are familiar with various models of the SDLC, believe that QA is just a step generally called “testing” in this process. However, this common misconception is far from the truth.
Difference between Quality Assurance and Quality Control
Quality assurance extends throughout the whole software development process. Let’s take, for example, a conventional “waterfall” model of the software development life cycle. It has five phases or stages: analysis, design, coding, testing, and operations. The purpose of QA is to make sure that all the processes in those phases are performed according to the respective quality standards.
Product testing is the task of Quality Control (QC), which in its turn is a component of an extensive Quality Assurance (QA) routine. It is a crucial stage before the deployment or release of a software product. However, it is necessary to distinguish QA and QC.
Quality Control focuses on ensuring the quality of a product by performing tests, finding flaws, and correcting them. QC also determines if the product meets the client’s requirements. Testing, bug fixing, optimization, and other aspects of Quality Control must be completed before the product or feature moves to the deployment stage of the development process.
Quality Assurance oversees the processes during software development to prevent errors by abiding standards, implementing efficiency metrics, performing verifications, etc. So, the main difference between Quality Assurance and Quality Control is that QA is more extensive and process-oriented, while QC is more focused and product-oriented.
QA Standards for Software Development
To make quality requirements more uniform, engineers have designed specific strict rules and practices to be applied in various industries. The International Standards Organization has a family of standards for quality management labeled ISO 9000. Within this family, the document ISO/IEC/IEEE 90003:2018 sets specific guidelines for implementing the standard ISO 9001 for a quality management system in the field of software engineering.
Most Common Techniques in QA
Quality Assurance specialists have several methods and established processes at their disposal. As an example, five of the most widely used techniques in the context of software development are briefly described below.
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Standardization. This technique is used to determine whether the product, feature, or process satisfies the applied standard. In this context, the standard in question is usually ISO 9001.
Code review. This activity represents the “classic testing” aimed at finding bugs in the code and is most commonly associated with QA. This is one of the crucial steps to prevent flaws from becoming bigger problems at subsequent stages of the software development life cycle.
Simulation. This technique allows developers to observe how the simulated program would behave under normal working conditions. This is done when the software build is not ready physically, so a virtual model is created.
Functional testing. Specialists use this technique to see what the current build of the software can do in the context of its intended functions.
Stress testing. As the name implies, stress testing is intended to show how the software can handle situations that exceed normal working parameters. For example, one of the most common scenarios is the performance of an app when too many users are trying to access it at the same time.
It should be noted that this list is merely illustrative and not exhaustive. Many other techniques can be used for QA purposes, including auditing, static testing, design analysis, etc.
PDCA Cycle in Software Development
One of the quality assurance methods in software development is the PDCA cycle. It is used as a repetitive process of making changes for the improvement and optimization of features and products. The cycle consists of four steps that are repeated until all flaws are corrected. The names of the steps make up the abbreviation “PDCA”:
Plan. In this step, the specialists pinpoint the problem that must be corrected. If several problems are discovered, then priorities must be established. Each problem or flaw is considered an opportunity to make an improvement. Then specialists set the objectives and design the optimal course of action. They define the schedule with deadlines and assign executives to carry out every set task.
Do. The plan is set to action. The assigned specialists with the required skills perform every objective according to the plan. This process is monitored, and data is gathered to be analyzed later.
Check. Now, the actions performed in the second step are analyzed, and conclusions regarding the results are made. If those actions were not enough to achieve improvement, further adjustments are planned.
Act. The final step is taking an action based on the analysis conducted in the third step and all the data collected during the previous three steps. If the problem is solved, the measures that were taken to fix it are recorded as a solution for further reference. This way, if a similar problem occurs in the future, there will be a proven detailed way to fix it. If the problem still persists, the initial plan and objectives are adjusted based on obtained data, and the cycle repeats until a proper solution is found.
In software development, the PDCA cycle not only leads to the improvement of the product but also enhances the existing methods of Quality Assurance and Control. The documentation of problems and processes helps in finding new solutions and preserving effective ways of finding and preventing flaws. It also helps in teaching specialists about newly invented tools and practices of QA.
Benefits of Quality Assurance in Software Development
Since QA is focused on improving the quality of a software product, it has an immense potential of providing various advantages both for product owners as well as for users. Let’s review the benefits that arise from better quality.
Higher efficiency. A top-quality software product runs much better than one with subpar quality. This means that the software performs its intended functions faster, which saves users’ time and improves productivity.
Better reliability. QA ensures that the final product is safe to use and can handle prolonged sessions of uninterrupted use as well as stress conditions. For example, a software product will not crash under heavy loads, which prevents data loss or other harmful aftermaths.
Improved security. Quality Assurance is essential for providing the best possible protection of confidential data, which is one of the main requirements across all industries. This is especially true for such areas as healthcare, retail, and other businesses that deal with personal information, payments, etc. For example, Quality Assurance is responsible for making a healthcare software application HIPAA-compliant. QA ensures that storages that contain sensitive data are protected from break-ins and the related infrastructure is secure against malicious attacks.
Enhanced functionality. As a result of QA processes, the final software product should have all the intended functions as set in the specifications. Quality Assurance oversees the proper implementation of the functions and the correct integration of the software into its working environment, infrastructure, networks, etc.
Easier maintenance. QA makes sure that the software product can be easily maintained and adjusted according to changed conditions, if necessary. Even when a client requires a limited set of software features, Quality Assurance specialists should enable the possibility of adding more features in the future. According to QA practices, a software product must be allowed to evolve and improve.
All the listed advantages ultimately lead to one: benefit your business. A quality software product will earn more money for its owners. It will be more effective and easier to use, which will draw more loyal clients. Moreover, a software product created according to quality standards will promote its owners’ business, earning respect and building a good reputation.
Conclusion
As you can see, Quality Assurance is a crucial part of the software development process. Due to its extreme importance, QA must be performed and managed by highly skilled specialists. Moreover, they should be organized into established teams with effective communication, reporting, and feedback, as well as specialized equipment.
If you want to ensure the flawless quality of your product, contact us. Intellectsoft has 15+ years of experience to provide you with a wide range of QA and testing services. Our Quality Assurance engineers will oversee the whole software development life cycle and perform comprehensive testing and optimization. They will make sure that your product is built according to your requirements and in line with quality standards. Our company is ISO 9001-certified, so the quality of your software will be the responsibility of approved top-tier professionals.
The hospitality industry depends a lot on keeping customers happy, but it’s
getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher
than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win
customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and
increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that
getting their attention is a real challenge. It’s not easy to make them choose your business over others. What
worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But
with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy,
expectations have changed. The good news is these businesses have shown what works: great customer
service. They focus on personalizing the experience, making things easy for customers, offering loyalty
programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how
they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction
in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the
backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers
are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a
study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase
in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a
company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality
industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the
hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer
service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s
biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor
Customer Service
Even with strong and high-quality business offerings, poor customer service can
drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we
live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with
technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39%
upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some
still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage
their data and create new systems or add features.
Some of the recent examples include clients coming to us to
create AI solutions for their services
while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company
objective, and working on keeping the data clean (centralized, structured, and segmented).
When
we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI
and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing,
centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so
we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start
with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for
gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide
you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and
travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and
retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers
place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff
not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team,
helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine
having an app dedicated to making your team’s work easier and more efficient!
How Technology
Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar
technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation
and working hand in hand with technology to achieve the highest standards and establish brand-new “golden
standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports
customer service.
Examples of Intellectsoft projects
Property management systems
(PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers
extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with
managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The
platform also includes features for equipment management, key instructions, workflows, and custom permissions. This
makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus,
tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged
community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed
marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining,
make reservations, and interact with staff— through a simple tablet in their room. The solution includes three
parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and
a backend system that connects everything together. This approach makes things easier for guests and staff,
improving both convenience and efficiency.
Existing Customers First: Building Loyalty with
Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that
retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs
five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the
number one revenue driver for the company.
Moreover, a 5% increase in customer retention can
lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a
business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster
long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business
model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s
part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With
the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t
forget.
More than half of hotel chains are already using personalization features on their websites, booking
platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest
preferences perfectly.
Source: Deloitte
How does
technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special
requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping
them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to
local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls
adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every
customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our
clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to
control services, explore amenities, and find resort information-- with a special touch to their suite type. For the
client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing
issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty
program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive
benefits.
Our solutions not only helped the client with special experiences for guests; it also improved
operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We
transitioned away from ESB (Enterprise Service
Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions.
Similarly, we’ve implemented Device Farms that improved operations
and saved resources."
Leveraging Software to
Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and
introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to
introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by
analyzing your database in detail.
Upselling via Apps
Boosting revenue in the
hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your
app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner
reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations
during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience.
And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their
previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource
Management Software
Making every resource count in your hospitality business is key. Inventory and
resource management software allows you to effortlessly track everything from linens to room availability, ensuring
nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations
assists sustainably keep everything under control and know what you need to focus more. It helps maximize room
occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This
approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how
technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service
Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the
right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest
experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by
identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track
customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best
solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look
for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM
software, live chat tools, or a guest experience app can make a difference.
3. Equip Your
Team
Technology is only as effective as the people using it. Train your staff to make the most of the
new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff
creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well
the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you
fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality
Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility
bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer
satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our
experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and
experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building
strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points
and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and
continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software
development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and
systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the
hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer
experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention
strategy with personalized technology? Contact our experts, and
we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
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