Thakurdas Paul and Devashish Mohan
Manhattan Associates
Customer Centricity to Customer Delight
- Are Test organizations ready to respond to this phenomena ?
Retail undergoing transformation…
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Prices ↓
Store Closures and Openings
Store Size
Requires …
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New Customer Experience
Speed
Flexibility
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Abstract
Digital disruption & convergence has become the new real reality across all industries & touched our lives in forms and ways we did not envisage few years back. The retail industry is undoubtedly in the fore front of this revolution - the ever-increasing demands of the consumer, the advent of the several digital platforms and the desire to bring competitive differentiation is pushing the retail industries to new business models to remain ahead of their competition. The challenge is simple - enhance "Customer experience" multi -fold -give the consumer what they need, when they need and how they need at a competitive price. Manhattan Associates is at the heart of the retail revolution from the technology front - bringing in newer and differentiated solutions, at a fast pace to keep our customers ahead of this competition by re-engineering our solutions with microservices, delivery on the cloud and offering multiple deployment options.
Testing in this world of change needs a fundamental shift from the past and this is what this keynote intends to cover. As an organization, we have moved from being the backend of a development team to become the "First" customer of the product and "Use the product" as our customers would do.From the business front, this has lead us to deeply understand how business really works & design several Retail customers' personas - thereafter simulating real life business scenarios in a set up closer to what will our customer operate on. From the technology front, we had to look beyond traditional testing methods and move to AI and Predictive analytics to enable the real-life simulation we do. This paradigm shift from the testing side both from business and technology side is a journey we embarked upon1.5 yrs back and is already giving us results in terms of delivering a robust product which are customers have started taking off the shelf and bringing to their customers. We believe STC 2017 is the best platform to share this journey of change and learn from the industry stalwarts and take this concept several notches higher
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Manhattan Associates Company Profile
• Founded in 1990
• More than 1,200 global customers
• Over 2,990 employees
• Headquartered in Atlanta, Georgia
• Global offices in Amsterdam, Bangalore, Melbourne, Paris, Reading, Shanghai, Singapore, Sydney and Tokyo.
• Publicly traded on NASDAQ: MANH
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Our vision for the future is clear…
To be the global leader in
supply chain commerce solutions
blending supply chain software and
commerce to deliver growth,
efficiency and competitive advantage
to our customers.
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• 14 years of successful operations
• 1160+ Strong Team
• 70% R&D engineering driven out of India
• Quality Engineering Team mostly in India
• 47% of CSO and 80% of PSO Technical Services
Manhattan India At-A-Glance
Monolith to Microservice – Why?
Speed of
Innovation
Micro-services
Zero down time upgrades
Automated cloud deployment
Extensibility
User interfaces
Business Logic
Persistence
Backward compatible & Upgradable
FlexibilityDeploy anywhere
Scale Out and Scale Up
Natively cloud, Elastic
Open source Middleware
Management Tooling
Cost of
Ownership
10© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution. 10© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution.
Challenges to a test organization
Mindset change
Technical shift
Customer view
11© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution. 11© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution.
Mindset change
▪ Functional scope based Outside-in perspective
▪ Traditional testing approach will not work
▪ Flows spanning across multiple components
▪ Validations
▪ Data Integrity
▪ Need of a leaner and flexible “continuous validation”
▪ Automated CD process withbiweekly drops to Prod
▪ Live monitoring system focusing on outages, leakages, system anomalies, deadlocks etc.
Dev Ops Pipeline for Continuous Delivery
Pull Request
Review/
Approve
Unit Tests
Checkstyle
Code
coverage
Static Code
Analysis
DEVELOPMENT INTEGRATION
Integration
Tests
Contract
Tests
Functional
Tests
UI
Automated
Tests
END-TO-END
Functional
Tests
(Automated)
Performance
Tests
(Automated)
TEST
UAT
Story
Verification
Functional
Tests
(Manual)
PA-STAGE
Prod
Simulation
Flows
PA-PROD
Prod
Simulation
Flows
EVERY PUSH EVERY PUSH EVERY 4 HRS ONCE A DAY WEEKLY AS NEEDED
Operations
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13© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution. 13© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution.
Technical shift
▪ Backward compatibility
▪ Validating same set of business test with new features turned on
▪ Asynchronous
▪ Validating cross component updates, monitoring queues
▪ Upgradability
▪ Post upgrade, no configuration/data loss
▪ Blue green deployment
▪ Scalability & Stability
▪ Validating application under a volume load
▪ Monitoring application under data load
Backward
Compatibility
14© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution. 14© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution.
Bring-in customer view
▪ Wear Customer hat with focus on
▪ Customer data/profile
▪ Geographies & Demographics
▪ Customer’s customer
▪ Simulate customer model
▪ Innovation in testing
▪ Intelligence around data creation
▪ Generate data dynamically
▪ Monitoring at Infrastructure & Business (or Functional) level
15© 2017 Manhattan Associates, Inc. Strictly confidential. Not for distribution.
Questions?