凯捷+2023-2024年世界质量报告-英

The

futureup

closeWORLD

QUALITY

REPORT15th

Edition

2023-24IN

ASSOCIATION

WITH:WORLDQUALIT

YREPORT2

0

2

3

-

2

4Regional

and

country

reportsare

available

online

fromor

from

Capgemini,

Sogeti,

andOpenTextlocal

offices

covering:North

America,

United

Kingdom,France,

Germany,

Benelux,Southern

Europe

(covering

Italy,Spain,

and

Portugal)

EasternEurope

(covering

Poland,

Romania,Hungary,

and

the

Czech

Republic)China,

Australia

and

New

Zealand,Japan,

and

the

Nordic

region.CONTENTSINTRODUCTION040608EXECUTIVE

SUMMARYKEY

RECOMMENDATIONSCURRENT

TRENDS

INQUALITY

ENGINEERING

&

TESTING111217222835424853Business

AssuranceAgile

Quality

ManagementQE

Lifecycle

AutomationAI,

the

Future

of

QEQuality

EcosystemDigital

Core

ReliabilityIntelligent

Product

TestingQuality

&

SustainabilitySECTOR

ANALYSIS60Automotive62Consumer

Products,

Retail,and

Distribution65Energy,

Utilities,

Natural

Resources,and

Chemicals687173767982Financial

ServicesHealthcare

and

Life

SciencesManufacturingPublic

SectorTelco&

MediaABOUT

THE

STUDY8792ABOUT

THE

SPONSORSINTRODUCTIONWelcome

to

the

very

special

15th

edition

of

the

World

Quality

Report,

which

isrecognized

astheindustry’slargestresearchstudyonqualityengineering(QE).

TheWorld

Quality

Report

provides

a

comprehensive

assessment

of

the

current

stateof

quality

engineering

practices

around

theworld

and

across

different

industries.Over

the

last

15

years,

this

report

has

examined

the

most

important

trends

anddevelopments

in

quality

engineering

and

testing

by

surveying

1,750

executives

toput

together

the

most

interesting

firsthand

insights.

It’s

a

great

honor

for

us

hereat

Capgemini

and

Sogetito

publish

this

report,

along

with

our

strategic

technologypartner

OpenText.

We

have

made

everyeffort

to

cover

topics

that

are

as

wide

andfar-reaching

as

possible

to

give

you

an

in-depth

view

of

the

latest

trends,

challenges,transformative

initiatives,

and

disruptions

shaping

them.

In

this

report,

you

will

seeour

key

findings

and

recommendations

for

several

focus

areas:

business

assurance,agile

quality

management,

QE

lifecycle

automation,

AI,

quality

ecosystem,

intelligentproduct

testing,

and

sustainability.

The

expert

findings

are

further

accentuated

bycommentary,

examples,

and

best

practices

from

10

senior

executives

from

variousFortune

500

organizations,

who

participated

in

our

deep-dive

interview

series

aroundthese

topics.CHANGING

TIMES

AGAINIn

the

past

editions,

we

saw

an

immense

drive

for

faster

and

more

impactful

ITdevelopmentsanddigitaltransformation.Wealso

sawanevengreateraccelerationofthatagendaonaglobalscaleacrossallindustries.Developmentofunifieddigitalplatforms,

Agile

solution

delivery,

hyper-automation,

advanced

analytics

and

AI,

andbusiness

and

IT

fusion

were

required

to

push

organizations

forward.

Having

the

rightlevel

of

focus

on

quality

was

thus

even

more

critical.MARK

BUENENGlobalLeader,QualityEngineering&Testing,Capgemini&SogetiThis

year

we

see

a

continuation

of

these

needs

plus

the

emergence

of

a

truegamechanger

in

thefield

of

softwareand

quality

engineering:

Generative

AIadoption

toaugment

our

engineering

skills,accelerated

like

never

before.

The

lack

of

focus

onquality

seen

in

the

last

few

years

is

becoming

more

visible

now

and

has

brought

backtheemphasis

on

theHybrid

Testing

Center

of

Excellence

(TCoE)

model,

indicatingsomewhatofa

reversaltrend.BusinessAssuranceis

thename

ofthegame,

andQEevangelists

need

totruly

step

up

and

elevate

their

realpurpose

tofocus

on

assuringbusiness

outcomes.TOP,

DOWN,

ALL

AROUNDThe

future

and

what

it

holds

for

quality

engineering

and

testing

is

essentially

two-dimensional.

One

view

is

of

the

big

picture

—

macro

dynamics

and

interdisciplinarysynergies.

Theother

is

a

deep

dive

into

the

nuances

andmicroshifts

in

the

QE

space.

Thisyear’s

World

Quality

Report

offers

insights

through

both

lenses:

a

pull-back

panoramaof

the

future

as

well

as

the

inner

workings

of

minor

developments

and

moving

pieces.SATHISH

NATAR

A

JANA

TEAM

EFFORTGroupVicePresident,QualityEngineering&Testing,Capgemini&Sogeti,AmericasThis

report

wouldn’t

have

been

possible

without

the

significant

contributions

of

manypeople.

If

you

are

one

of

the

1,750

executives

across

32

countries

who

took

part

in

thisyear’s

survey,

we

would

like

to

thank

you

for

your

time

and

contribution.

Your

input

wasinvaluable

in

helping

us

gauge

the

prevailing

moods

and

trends.

We

also

have

a

specialcallout

to

the

industry

expert

panel,

whose

insights

have

been

valuable

in

illustratingthe

broader

themes.

We

thank

our

partners

at

OpenText,

and

our

lead

authors,

sector,and

regional

subject

matter

experts

(SMEs)

at

Capgemini

and

Sogeti,

who

together4WorldQualityReport

I

2023-24analyzed,

interpreted,

and

provided

expert

commentaryon

the

research

data

and

interviews

to

build

this

report.

In

addition,we

thank

the

report’s

production

team:

much

work

takes

place

behind

the

scenes

to

ensure

this

annual

exercise

bears

fruit.Finally,wethankyou,ourreaders.It’syourownexperienceandinterestthatgivestheWorldQualityReportitsreasonforbeing.As

ever,

wehopethisyear’seditionmakesarewardingcontributiontoyourcontinuingeffortsinsoftwarequalityassurance,andthat

you

can

take

advantage

of

these

findings

and

recommendations

to

shape

your

quality

engineering

strategy,

and

perhaps

evento

challenge

some

of

your

current

thinking.OpenText

is

excited

to

deliver

the

15th

edition

of

the

World

Quality

Report.The

ever-evolving

global

environment

we

face

has

highlighted

theimportance

ofemergingtrendsshowcasedinprior

editionsof

theWorldQualityReport,

from

the

rapidorganizational

adoption

of

cloud-based

quality

ecosystems

to

widespread

investmentin

Artificial

Intelligence

(AI)

solutions,

all

of

which

promise

an

exponential

increase

inproductivity

and

efficiency.This

edition

shines

a

light

on

AI

-

the

future

of

quality

engineering.

More

than

half

oforganizations

anticipate

that

AI

adoption

will

lead

to

higher

productivity

and

increasedvelocity

of

development,

and

they

plan

to

continue

the

investment

towards

executionof

scaling

the

quality

engineering

process

accordingly.

Of

course,

AI

also

comes

withchallenges,

such

as

33%

of

respondents

believe

sustainability

concerns

and

lack

ofprivacywill

present

roadblocks

to

maximizing

the

value

of

AIin

their

organizations.Theorganization

that

can

overcome

these

roadblocks

will

be

well

positioned

to

bean

industry

leader

going

forward.Once

organizations

overcome

thechallenges

and

mitigate

therisksassociated

withAI,

the

opportunities

and

applications

are

endless.

From

performance

engineeringand

autonomous

testing

to

data

generation

and

root

cause

analysis,

AI

is

poisedto

permanently

alter

our

understanding

of

what

is

possible.

No

matter

how

youdecidetoimplementAI,

thekeywillbemakingAI

apartofyourorganization’sDNA,MUHI

MAJZOUBwhich

will

require

careful

thought

and

analysis

for

prioritization

along

withunambiguous

KPIs

measuring

tangible

outputs

to

drive

successful

quality

engineeringtransformation

with

AI.ChiefProductOfficer,OpenTextAs

AIbecomes

ubiquitous,

it

will

create

the

need

for

organizations

to

build

holisticquality

ecosystems

in

which

data

is

simultaneously

highly

visible

and

secure

for

everypart

of

the

organization

to

see

and

interact

with.

Moreover,

64%

of

respondentsrecognize

quality

ecosystem

sustainability

as

a

priority,

not

just

for

themselves

butfor

customers

and

investors

as

well,

with

the

economic,

social,

and

environmentalbenefits

being

profound.It

is

critical

that

organizations

build

a

robust

quality

ecosystem

now,

because

soon,having

one

will

not

beoptional,

it

will

bea

necessity.

Organizations

must

invest

inworkforce

transformation

by

building

subject

matter

expert

and

chaos

engineeringcapabilities

within

quality

engineering

organizations

to

embrace

and

supporttheemerging

trends

in

digital

and

cloud

migration

strategies

of

the

customers.

They

willalso

have

to

accelerate

the

inclusion

of

cloud

and

infrastructure

testing

as

part

of

thesoftware

development

lifecycle

to

improve

on

resiliency,

security,

redundancy,

and

datarecovery.

Lastly,

they

will

also

need

to

build

systems

resistant

and

resilient

to

failure

byadopting

stringent

practices

to

test

the

impact

of

failure

events

on

cloud

and

continueto

give

extreme

high

priority

to

the

performance

and

resiliency

of

applications

on

cloud.We

invite

you

to

delve

into

the

report

todiscover

the

many

challenges

andopportunitiesthat

organizations

will

face

in

their

endless

pursuit

of

quality

excellence

and

get

aglimpse

of

the

future

up

close.Finally,

I

would

like

to

express

my

appreciation

and

thanks

to

Capgemini,

and

to

everyonewho

has

worked

so

diligently

to

create

this

edition

of

the

World

Quality

Report.5EXECUTIVE

SUMMARYWorld

Quality

Report

2023-24EXECUTIVE

INTRODUCTION:EMBRACING

QUALITYTRANSFORMATION

FORSUSTAINABLE

SUCCESSJEAN-BAPTISTE

BONNETOffer

Leader,

Intelligent

Testing

forConnected

Products,JEFF

SPEVACEKHead

of

QE&T,Financial

Services,In

the

constantly

changing

world

of

business,

thepursuit

of

quality

has

become

a

keyfactor

in

achievingsustainable,

long-term

success.

It’s

now

moreimportant

than

ever

to

develop

a

systematic

approachto

identifying

business

risks

and

crucial

priority

areas.This

15thedition

of

the

World

Quality

Report

exploresnew

and

evolving

approaches

in

quality

engineering(QE),

and

provides

an

in-depth

view

of

the

latesttrends,

challenges,

transformative

initiatives,

anddisruptions

shaping

them.Capgemini

Engineering,

FranceCapgemini

North

AmericaQuality

is

no

longer

a

mere

checkpoint;

it’s

a

seriousboardroom

agenda

and

part

of

a

culture

thatKAVITHA

VELCHALPortfolio

Manager,

Testing

DealArchitect

for

Global

SalesSupport

Team,

QE&T,ASHWINI

NADIGERVice

President,Portfolio

COE

Headfor

QE&T,organizations

are

increasingly

embracing.

As

38%

ofbusinesses

shift

their

focus

from

volume

to

value,there’s

a

growing

recognition

of

the

importance

ofquality

in

delivering

value

to

customers.

Notably,

67%have

incorporated

quality

assurance

(QA)

into

thecore

of

their

business

operations,

ensuring

that

theirtechnology

investments

align

with

quality

standards.Capgemini

Financial

ServicesCapgemini

North

AmericaFurthermore,

almost

all

organizations

havetransitioned

from

conventional

testing

to

agilequality

management.

Evidently,

they

understand

thenecessity

of

adapting

to

the

fast-paced

digital

world.An

agile

quality

culture

is

permeating

organizations,albeit

often

at

an

individual

level

rather

than

ata

holistic

program

level.

Many

organizations

areadopting

a

hybrid

mode

of

Agile.

In

fact,

70%oforganizations

still

see

value

in

having

a

traditionalTestingCenter

of

Excellence

(TCoE),

indicatingsomewhat

of

a

reversal

trend.ANISH

BEHANANJEBA

ABRAHAMPractice

Vice

President,QE&T,Sogeti

USAHead

of

QE&T,Capgemini

UKWhat

is

clear

is

the

extended

knowledge

and

skillsthat

are

required

from

the

QE

experts

who

operate

inagile

teams.

Coding

skills

in

particular

(C#,Java,

SQL,Python),

and

business-driven

development

(BDD)and

test-driven

development

(TDD)

competencies,are

in

demand.ANDREW

FULLENHead

of

Innovation

and

Technology,Sogeti

UK6WorldQualityReport

I

2023-24It

is

alsoevident

that

operating

in

a

full

agile

model

does

stillcreate

some

serious

challenges

for

many

organizations.

Themost

important

agile

quality

challenges

are

a

lack

of

knowledgeof

techniques

and

inadequate

support

for

testing

processes.To

address

these

challenges,

a

shift

towards

product-basedquality

engineering

setup

is

recommended,

with

a

focus

oncustomer-centric

design

thinking,

artificial

intelligence

andmachinelearning(AI/ML)adoption,andaligningtoabusinessassurance

mindset.of

testing

is

about

delivering

the

best

customer

experiences

anddigital

happiness,

protecting

the

brand

image,

and

ultimatelyassuring

successful

business

outcomes.

This

requires

more

focuson

end-to-endcustomer

journey

validation

and

a

purposefulcollaboration

withbusiness

to

maximize

impact.We

will

soonstart

to

see

newer

approaches

such

as

test

isolation

and

contracttesting

become

mainstream

to

sidestep

the

roadblocks

in

end-to-end

business

process

testing.The

interconnected

product

landscape

brings

a

level

ofcomplexity

never

seen

before.

Demanding

customerexperiences,

interoperability

needs,

regulatory

pressures,constantly

changing

guidelines,

andcyber

threatswarrant

amuch

more

rigorous

testing

focus.

There

is

a

genuine

needto

reinvent

the

product

testing

approach

for

the

globallyinterconnected

spaces

we

interact

in.

Hyper-personalizationfor

unique

user

experiences

necessitates

exhaustive

testing

tovalidateall

possiblecombinations,

which

is

impossibletoachieve.This

is

where

AI

takes

center

stage

to

drive

maximum

value,a

keylever

being

an

intelligent

testing

strategy.Objectives

such

as

improved

customer

experience,

riskreduction,

increased

QA

efficiency,

and

reduced

testing

effortdrive

automation

in

quality.

While

quality

automation

is

certainlyon

the

rise,

organizations

still

face

critical

challenges.

An

averageof

27%

report

challenges

related

to

dealing

with

legacy

systemsand

the

fast-changing

application

landscape.Artificial

intelligence

(AI),

and

especially

the

application

ofgenerative

AI,

is

poised

to

be

a

game-changer

in

qualityengineering.

It

is

fundamentally

redefining

the

art

of

thepossible.

Theexpected

outcomes

of

generative

AIare

sure

todrive

higher

productivity

and

efficiency

gains.

Almost

77%

oforganizations

are

reportedly

investing

inAIsolutions

to

drivethe

quality

transformation

agenda.

However,

concerns

relatedto

security,

privacy,

and

biased

outcomes

need

to

be

addressed.A

significant

percentage

(31%)

remains

skeptical

aboutthe

value

of

AI

in

QA,

emphasizing

the

importance

of

anincremental

approach.Lastly,

organizations

recognize

the

role

of

QA

in

driving

thesustainabilityagenda.Itisveryencouragingtolearnthat73%of

therespondents

showed

positive

intent

to

become

activein

driving

sustainability

best

practices

in

their

organizations.A

good

first

step

towards

making

an

impact

is

to

own

theprocess

of

bringing

in

transparency

in

measuring,

reporting,andmonitoring.

Theymust

act

as

custodians

of

sustainabilityandnot

allow

greenwashing

practices,

which

we

are

unfortunatelystarting

to

witness.Quality

ecosystems

are

evolving

rapidly,

with

a

decisive

shiftin

cloud

adoption

for

test

environments

and

the

emergenceof

site

reliability

engineering

(SRE).

We

are

witnessing

themetamorphosis

of

cloud

testing,

with

over

82%

of

theorganizations

asserting

the

need

for

a

cloud

testing

strategyas

they

modernize

their

application

portfolios.

Still,

challengespersist

in

areas

around

test

data

provisioning

for

CI/CD

pipelineswithout

reliance

on

production

data.In

conclusion,

succeeding

in

quality

engineering

and

assurancerequires

embracing

change,

fostering

a

culture

of

quality,and

leveraging

advancements

such

as

AI

and

automation.As

organizationscontinuetoevolve,acommitmenttoqualityensures

sustainable

success

now

and

in

the

future.Ready

to

see

the

future

up

close?

Let’s

take

a

look.For

most

industries,

if

not

all,

the

digital

core

is

at

the

heart

of

howyou

do

business.

More

than

ever

before,

the

strategic

purpose7KEY

RECOMMENDATIONSWorld

Quality

Report

2023-24•

AGILEQUALITYMANAGEMENT•Invest

in

robust

training

programs:

Organizationsmustadoptabuild-or-buymentality.Developingarobust

training

program

reduces

overall

costs

whilesetting

your

organization

up

to

continue

to

adaptto

the

industry’s

ever-changing

technology

andskillset

requirements.•

BUSINESS

ASSURANCE•Leverage

the

testing

function

to

deliver

businessoutcomes.

This

will

ensure

that

business

operationprocesses

are

aligned

with

business

standardsand

objectives.••Integrate

with

DevOps/DevSecOps:

Forging

aseamless

integration

with

DevOps/DevSecOpspractices

through

close

collaborations

canensurethe

smooth

incorporation

of

quality

engineeringassets

into

CI/CD

pipelines.••Use

value

stream

mapping

to

strengthen

businessassurance

if

you

want

to

create

the

right

conditionsfor

improved

business

results

and

long-termsuccess.Embracechangeandfoster

a

culture

of

continuousimprovement.Prioritize

continuous

improvementto

drive

incremental

change

for

sustainable

success.Modernize

your

QE

organization:

To

empowerindividual

agile

aligned

teams

to

be

moreself-sufficient.8WorldQualityReport

I

2023-24•

QELIFECYCLE

AUTOMATION•

DIGITAL

CORE

RELIABILITY•••Continue

to

expand

on

what

works

–

don’t

adopt

newautomation

technologies

or

platforms

just

because

theyare

new

or

trendy.•••Use

newer

approaches

like

test

isolation,

contract

testingetc.,

to

drive

more

segmentation

and

higher

automatedtest

execution.Automation

can

be

prioritized

againstlegacy

systems–

focus

on

automating

thetest

scriptsand

technologieswhich

yield

a

larger

and

faster

return

on

investment

first.Utilize

service

virtualization

to

overcome

challengesaround

multiple

applications,

environments,

anddata

dependencies.Upskill

teams

to

use

AI

and

to

evaluate

AI

systems–

Develop

training

plans

and

career

pathways

so

thatyour

organization

knows

how

to

leverage

and

assessthese

systems.QA

teams

of

the

future

will

need

to

have

a

mix

of

skills–

strong

testing

skills

need

to

be

augmented

with

somedomain

and

platform

skills

to

drive

efficiencies.•

INTELLIGENT

PRODUCT

TESTING•Set

up

an

Automation

Marketplace

platform

–

Letyour

automation

engineers

own

the

development

andmaintenance

of

the

scripts

while

other

teams

integratethem

into

their

daily

routines.•Invest

in

AI

solutions

for

test

prioritization

and

test

caseselection

to

drive

maximum

value

from

intelligent

testing.•

AI,

THE

FUTURE

OFQE•Focus

on

an

E2E

testing

approach

to

ensure

seamlesscustomer

experience

through

effective

utilization

ofabstraction

of

various

architecture

layers.•Organizationsneedto

continuetheinvestmenttowardsscaling

the

Quality

Engineering

process,

skills,

andbandwidth

accordingly.•Giveequalprioritytothenon-functionalaspectsofthesystemasthefunctionalaspectsastheyequallyinfluencethe

end-user

experience.•Implementation

of

AI

use

cases

in

Quality

Engineering

willrequire

careful

thought

and

analysis

for

prioritizationalong

with

unambiguous

KPIs

measuring

tangible

outputsto

drive

successful

transformation

with

AI.•

QUALITY

&

SUSTAINABILITY•An

iterative

approach

towards

chosen

prioritized

usecases,along

with

an

MVP

strategy

is

recommended

asthereisgoingtobe

considerableexperimentationaroundAI

solutions

in

the

near

future

with

multiple

unknowns,

thatwill

get

uncovered

during

the

journey.•Have

a

set

of

key

KPIs

or

metrics

that

can

be

easilyunderstood

across

the

organization.

Ensure

regularreviews

of

the

KPIs,

and

ensure

they

remain

effective

indriving

improvements.••KPIs

needtobeconsidered

notjustinQE&Tbutthroughrequirements

gathering,

production

support,

and

workingwith

external

vendors.•

QUALITY

ECOSYSTEM•Accelerate

the

inclusion

of

cloud

and

infrastructuretesting

as

part

of

the

software

development

lifecycle,to

improve

on

resiliency,

security,

redundancy,and

data

recovery.Sustainability

needs

to

bepart

of

the

whole

lifecycle,included

as

a

non-functionalrequirement,

tested-for

as

arequirement,andreportedonagainstthesuccess(ornot)of

that

compliance.•Continue

to

consider

intelligent

integrations

to

makethebestuseofcommercialoff-the-shelf

andcloud-nativetooling

–

as

a

hybrid

strategy

for

non-productionenvironment

provisioning.•Know

your

green

success

factors

and

ensure

they

are

partof

your

strategy,

your

education,

your

procurement,

andyour

hiring

processes.••Adopt

stringent

practices

to

assess

the

impact

of

failureevents

on

cloud,andcontinuetogiveextremelyhighpriorityto

the

performance

and

resiliency

of

applications

on

cloud.Invest

in

workforce

transformation

in

building

SREand

Chaos

Engineering

capabilities

within

qualityengineering

organizations.910

WorldQualityReport

I

2023-24CURRENT

TRENDS

INQUALITY

ENGINEERING

&

TESTINGBusiness

Assurance12Agile

Quality

ManagementQE

Lifecycle

AutomationAI,

the

Future

of

QE17222835424853Quality

EcosystemDigital

Core

ReliabilityIntelligent

Product

TestingQuality

&

Sustainability11BUSINESS

ASSURANCE•ASHWINI

NADIGER“The

first

thing

is,

really

listening

to

ourproduct

teams

that

represent

the

business.These

product

teams

not

only

have

productowners,

but

also

our

business

transformationteams

that

do

the

end-to-endprogram-level

introduction.

Everything

forus

is

about

our

guest

experience

at

each

ofour

destinations.”Vice

President,

Portfolio

CoE

Head

for

QualityEngineering

&

Testing,Capgemini

North

America•KYLE

ABRAHAMAssociate

Vice

President,

Quality

Engineering

&Testing,Capgemini

USAFABIAN

RODRIGUEZVice

President,

Application

Delivery

&

Strategy

|Digital

&

Technology,

Universal

Destinations

&

Experiences,NBC

Universal•KAUSHIK

MUKHERJEEAssociate

Vice

President,

Quality

Engineering

&Testing,Capgemini

USA•VICTORIA

VOINIGESCUSr.Product

Manager,

OpenText“Business

results

are

assessed

by

ensuringthe

reliability

of

the

orchestration

layer,cost-effectiveness

in

resource

allocation,automation,

and

defect

prevention

strategies.Some

of

the

challenges

in

achieving

theseobjectives

are:

keeping

up

with

rapidlyevolving

technologies

and

platforms,

the

scaleand

complexity

of

the

orchestration

layer(as

we

continue

to

grow

rapidly),and

releasingnewfeatures

quickly

while

also

ensuringquality

standards.”•OREN

ZIVProduct

Manager,

OpenTextVYSHALI

REDDYSenior

Director,

Mobile

Quality

Engineering

(MQE),Charter

Communications12

WorldQualityReport

I

2023-24Business

AssuranceToday’s

dynamicdigitalagehassteeredahostofnewopportunitiestowardus.However,