Status : Verified
| Personal Name | Ortiz, Dominica B. |
|---|---|
| Resource Title | Managed quality assurance services: local bank XYZ’s strategic path to testing quality transformation |
| Date Issued | 8 January 2026 |
| Abstract | As digitalization accelerates, banks and financial institutions face mounting pressure to modernize while safeguarding operational integrity, regulatory compliance, and customer trust. This capstone project explores the strategic integration of Managed Quality Assurance Services (MQS) into the Software Quality Assurance (SQA) framework of local bank XYZ, focusing on enhancing its User Acceptance Testing (UAT) processes. The study employs a comprehensive People-Process-Technology (PPT) approach combined with SWOT analysis to assess the current state of XYZ’s QA practices. It identifies key challenges in the existing staff augmentation model, such as role ambiguity, limitations of manual testing, and scalability issues. Furthermore, a strategic gap matrix is used to highlight discrepancies between current practices and desired outcomes, particularly in resource management, risk reduction, and readiness for automation. To evaluate the forces influencing change, the research applies force field analysis, revealing that cost efficiency, scalability, and access to advanced testing technologies are primary drivers. Conversely, concerns about data governance, workflow disruptions, and employee apprehension regarding role transitions act as restraining forces. These insights inform a technology roadmap emphasizing knowledge transfer, phased testing takeover, establishment of a Testing Center of Excellence (TCOE), and continuous improvement. To ensure MQS performance aligns with ISO 9001 standards, key performance indicators (KPIs) such as defect rate, cycle time, rework rate, and CAPA effectiveness are proposed. The study also addresses BSP regulations that both the bank and the vendor must integrate into the MQS transformation to maintain compliance. In conclusion, the research demonstrates that MQS is not merely an outsourcing strategy but a means to enhance software quality, operational flexibility, and long-term team competitiveness. It advocates for a phas |
| Degree Course | Master of Technology Management |
| Language | English |
| Keyword | Technology roadmap; Quality assurance; Transformation |
| Material Type | Thesis/Dissertation |
Preliminary Pages
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