User Acceptance Test for Regular and Upcoming Products and Services

The significance of User Acceptance Test (UAT) for regular & upcoming products and services

Robi Axiata ltd is considered as one the most leading and dynamic telecommunication service in Bangladesh. It is a joint venture company between Axiata Group Berhad of Malaysia and NTT DoCoMo Inc. of Japan. With its strong network and seamless connectivity, Robi is empowering more than 24 million people across the country.

Fortunately I got the opportunity to work in Robi, in Revenue Assurance and Fraud Management (RAFM) department under Finance division. The following reported is prepared on different aspect of Robi, especially regarding the function on Revenue Assurance and Fraud Management (RAFM) department. Since I was appointed for conducting User Acceptance Test (UAT) for upcoming products and service, thus my research topic about the report is about “The significance of User Acceptance Test (UAT) for regular & upcoming products and services”. Basically I have divided my entire report writing into four parts.

First part is the Introduction part. Second part is the Organizational overview, where I have included company background, vision, mission, shareholders, key achievements, product & service portfolio & departmental overview. Third part is the Job description & responsibilities, where I have included my task list as an intern and some detailed information about User acceptance Test (UAT). The fourth part is the most significant section of the report, Research & analysis, where I have conducted a detailed analysis regarding the research topic, followed by a graphical representation & interpretation of the survey results.

The survey was conducted with Robi employees and the final result of the research is included in the research findings part. At the end of the report I have recommended on some highlighted issue which I felt Robi should take into consideration.

Objectives of the report

Broad Objective:

The broad objective of this report is to analyze the significance of User Acceptance Test (UAT) about how (UAT) is contributing to review the regular & upcoming products and services of Robi, before and after launching.

Specific Objectives:

• Discover the features of (UAT).
• Impact of (UAT) in product and service.
• How (UAT) is helping to achieve goals.
• How company benefits from (UAT).
• How (UAT) helps to ensure revenue growth.

Company Background

Robi Axiata Limited is considered as one of the most leading & dynamic countrywide GSM telecommunication solution provider. The company is a joint venture flanked by Axiata Group Berhad, Malaysia and NTT DOCOMO Inc, Japan. Axiata holds 91.51% and DOCOMO grasps 8.41% shares of Robi. In earlier times the company was known as Telekom Malaysia International (Bangladesh), commenced its operation in 1997 under the brand name Aktel among the pioneer GSM mobile telecommunications service providers in Bangladesh Later on in 28 March, 2010 it transformed its brand name from AKTEL to Robi Axiata Limited. Reason behind changing brand name was to approach more closely to the people of our country. Not only the brand name was changed but also the strategy of business, operational activities as well as scope of providing higher quality service to customers was also modified by Robi and as a result, now they are almost in close proximity to their destination.

Setting up of new Robi customer service points, relocation of old ones, offering numerous new packages and services to benefit customers etc. It not only stimulated their growth but also helped in strengthening customer confidence greatly. Besides, introduction of eremittance, e-traffic and other internet related services have also added value to their operations.

As a subsidiary of Axaita Berhad Malaysia Robi ensure leading-edge technology to provide its service in Bangladesh, covering almost 100% of the population, Robi is committed to provide best data and voice quality and will continue to ensure that its customers are able to enjoy the best experience through leading edge technology and innovative products and services.

It supports 2G & 3G voices, CAMEL Phase II & III and GPRS/EDGE service with highspeed Internet connectivity. It has the widest worldwide exposure in Bangladesh that connects 600 operators in more than 200 countries. With the help of flexible tariff plan, customer oriented Value Added Service (VAS), quality service centers, 24-hours call centre, digital network facility etc. Robi has reached to the hearts of million people thus as a customer centric company, Robi believes in providing superior service that leads to good business and good development in the society. They believe that quality is continuous and never ending journey. Hence, every step Robi takes is continuously upgraded and expands their network for better and more efficient services to subscriber

Together with its unique ability to develop local insights, Robi creates distinct services with local flavor to remain close to the hearts of its customer and so as a telecom company, they believes in customer satisfaction because they are the ultimate consumers for whom Robi can stand.

Current Situation of Robi in Bangladesh

In order to increase market share, profitability and efficiency, Robi have addressed the need of empower their regions and focus strategies on different business areas. They have reduced bureaucracy, cultural barrier between countries and customers which is a bold step envisioning their growth. As a result, the current situation of Robi Axiata Limited in Bangladesh is very significant.

In 2013, Robi’s revenue growth touched to 44.7%, and population coverage reached 98% which shows momentous achievement for them. As the establishment of Robi was in Chittagong, they always gave preferences to Chittagong people along with the country. The company which was established with only 7 BTSs now occupies 1,930 BTS sites at Chittagong and total 8370 BTSs all over the country. According to Bangladesh Telecommunication Regulatory Commission, within two years of operation as Robi, the organization has earned 19.08% market share. Surprisingly, out of this market share, 60% is of Chittagong. Currently, Robi holds the third position in the telecommunication segment of Bangladesh in terms of subscriber covering 17.087 million active users in our country which 25% lies in Chittagong but second in terms of print media coverage.

Shareholders

Robi Axaita Limited is a Joint Venture company between Axapta Group Berhad and NTT DOCOMO INC. Where Axapta Group Behad holds 91.59% share and NTT DOCOMO INC. holds 8.41% share.

Axiata is an emerging leader in Asian telecommunications with significant presence in Malaysia, Indonesia, Sri Lanka, Bangladesh and Cambodia. In addition, the Malaysian grown holding company has strategic mobile and non-mobile telecommunications operations and investments in India, Singapore, Iran, Pakistan and Thailand. Axapta Group Berhad, including its subsidiaries and associates, has approximately 120 million mobile subscribers in Asia, and is listed on Malaysia’s stock exchange (Bursa Malaysia).

Departments and Area of Operation

1. Administration

Administration division operates the business facility layout, safety maintenance, controlling overall employee management, security staffs and personnel management. Apart from that maintaining alternative site for emergency evacuation is also done by this department.

2. Market Operation

The division works to develop brand and market communication, sales of corporate and business products, maintenance of contact centre as well as participate in building up pricing strategy of new products. Market operation division is responsible for acquiring monthly targeted sales given by manager.

3. Human Resource

Human resource department mainly works for recruiting new employees, providing training for existing employees, payment of salary to employees account, employee motivation, as well as organizational development. HR also takes the responsibility of maintaining good relations among all the employees.

4. Technology

Technological division works for the maintenance of regional IT operation along with establishing BTS, central network monitoring, technology compliance, supporting employees by providing necessary hardware and software, support contact centre etc. The division also provides IT support to all the divisions and departments of Robi. Monitoring Robi website as well as intra-division and departmental information is also done by this department.

5. Enterprise Program Management

Enterprise program management (EPMO) works closely with the CXOs in developing or participating different management programs. Along with the Corporate Strategy division, EPMO defines business objectives, goals, policies for business and contribute for dissimilar projects to take place.

6. Corporate strategy

Corporate strategy division analyzes monthly growth, revenue, KPIs. (key performance Indicator). It is also responsible to develop new business proposals for Robi. The division is in charge to plan for organizational growth.

7. Internal Audit

Internal audit division ensure worth of operations, reliability of financial reporting, determining and investigating fraudulent activities, safeguarding assets in accordance with the law and regulations.

8. CRL (Corporate Regulatory Affairs and Legal)

This division is known as CRL which is in charge of all the CSR activities approval, analysis of event management and sponsorship, maintaining relations with media, handling legal issues by govt. and so on. Two of the most renowned faces are incorporating the division.

9. Finance

There are several other divisions in the finance department and each division has its own operation and activities.

Financial Accounting Management and Reporting (FAMR)

This division provides accounting and financial management support services to the Robi. This includes assistance with account structures, cost centers, fund control, general ledger and accounting transaction/variance analysis, cost transfers and corrections, cost allocations, interagency transactions, regulatory and management of financial accounts and reports etc.

Revenue Assurance

Revenue Assurance division work consist of a series of activities that are applied to ensure that the business processes, the organizational structure, controls and the information systems related to revenue cycle (consumption capture, pricing, billing and collections) work together effectively to protect revenues and maximize the margin.

Financial Compliance, Insurance and Process Management (FCIP)

This division plan, direct, and coordinate risk and insurance programs. It also develop and implement transactional, periodic, and forensic testing programs to assess the adequacy of Robi policies and procedures; perform compliance testing; assisting with the development of compliance training programs etc.

Corporate Finance

The key works of corporate finance division are as follows:

– Provide the management with financial planning, to ensure effective and efficient financial management of the Company.

– Ensuring smooth taxation management through efficient financial strategy and policy.

– To build up relationship with various regulatory and other financial institutions in order to achieve necessary accomplishments.

– To ensure Inter-operator revenue recognitions and payment settlement in time that facilitates the revenue growth.

– To ensure the smooth import process that enable the company implementing expansion program in time.

– Ensure that the vendor payment is done effectively and efficiently.

Integrated Planning

It involves assimilation of all resourcing, scheduling, technical, logistical, manpower, contracting, adherence to regulation, and development of financial information from all departments and projects as well as the collaboration and teaming skills with various departments to develop and maintain the company’s policies and processes, enabling a bestin-class and standardized approach to the business. It also monitor oversees operation of the company’s PMO (Project Management Office). This includes guidance/training of project managers, and making sure enterprise-level information about staff, links to the company’s ERP system, etc.

10. Revenue Assurance & Fraud Management (RAFM)

RAFM in Robi

Revenue Assurance & Fraud Management department look at the profit & revenue part of the organization. Their main function is to check whether there are any leakages or fraud occurring in the organization and whether the revenue is properly received by the organization. This is because Robi is rapidly growing with new customer base and to track network usage & to provide better customer support sometimes it increases the exposure of revenue leakage which is significantly controlled by RAFM. Another important aspect of RAFM is to thoroughly analyze different packages and service offers since these offers significantly help them to make profit in the market and thus contribute for revenue growth.

Formation of Revenue assurance & Fraud management in Robi

The Robi Revenue Assurance & Fraud management team is made up with 10 professional well-trained &experts. This well trained professional experts work hard at their level best to ensure proper revenue growth & to avoid any fraud related activities. They are the people who are responsible for critically analyzing, assessing & maintaining proper record of revenue growth & revenue leakage. And after the formation of this team Robi could secure 2nd position in terms of revenue in the telecom industry.

Functions of Revenue Assurance are stated below

– Identify, process & implement efficient & achievable strategies to reduce revenue leakage & avoid fraud related activities

– Initiate proactive presence & action in some important aspects- cost cutting, sharpening customer focus, driving operational excellence, and carefully acquiring capabilities and assets for proper revenue growth and profit maximization

– Establishing an internal fraud system to improve billing and collection performance

– Carry out an in-depth analysis on the main revenue leakage areas so that a standard method of operation could be developed to conduct regular RA activities and to ensure profitability is maintained throughout looking at the financial system

– Restructuring and verifying billing accuracy

– Review and evaluate the performance of revenue assurance activities

Benefits of Introducing Revenue Assurance by Robi

– Effective way to identify and reduce revenue leakage

– Improves the entire revenue cycle

– Accuracy in billing & collection methods

– Enhances customer satisfaction through proper billing charges

– Avoid fraud related activities in terms of revenue stream

Fraud Management System (FMS) by Robi

An FMS is a specific tool designed to quickly and effectively detect, manage and report on fraudulent events (internally or externally) which ultimately impacts the revenue and cost streams of the business. Robi Fraud Management System supports the businesses affected by fraud related activities, which provides the tools required for the assessment, control and even prevention of these practices in order to limit and avoid the loss of revenue, profit and business reputation.

Methods of Fraud Detection by Robi

Robi follows the best practice for detecting and preventing this type of telecom fraud is to monitor Call Detail Records (CDRs) in real time for suspicious traffic or call patterns. To avoid fraud related activities Robi follows different system operation like profiler, billing, roaming visibility etc. Other fraud detection activity includes High Usage Reports (HUR) which indicates the credit exposure of postpaid international customers.

Benefits of Effective Fraud Management System (FMS) by Robi

– Robi FMS reduces the exposure of financial losses, the fraud control team plays an role in shoring up financial margins, thus allowing the organization to compete more effectively and profitably

– Robi FMS ensures proper utilization of resources as any kind of fraudulence is detected through the system

– Effective FMS of Robi is managed by a well-trained Fraud Management team which maintains a good coordination between customer care, billing, provisioning, and fraud management and limit fraud losses by working together as a team

Research topic

“The Significance of User Acceptance Test (UAT) for regular & upcoming products and services”.

Objective of the study

The main objective of the study is to find out the importance of user acceptance test (UAT) and how it is creating value for the organization. What employees are feeling about this test, what are their perceptions and values and how are they benefitted from this test.

Significance of the study

The telecommunication industry has enjoyed tremendous success in the application of high end information systems and technologies. Technological advances have reshaped the size and nature of the telecommunication industry, allowing it to extend beyond the traditional, brick and mortar concept of phone call. 3G internet, wireless networking and digital media are an extension of the technological progression that is now characteristic of the telecommunication sector. However there are lot errors occurring in the advancement and organizations are trying hard to come up with new ideas and process to solve those issues and problems.

Methodology

The study was conducted as a descriptive research, also known as statistical research. It describes data and characteristics about the population or phenomenon being studied. Descriptive research answers the questions who, what, where, when and how.

Primary Data Sources

Survey Questionnaire: The survey was carried out with a view to understand the significance of User Acceptance Test (UAT).

Personal interview: For the purpose of this research personal interview was taken of a manager who has in-depth knowledge about user acceptance Test (UAT).

Observation: Observation method was applied in the research.

Secondary Data Sources

Website

Online Article

Sampling method: The sampling method applied was stratified sampling.

Sample size: The sample size is 20 respondents.

Data analysis & presentation techniques

• Microsoft Word for report writing
• Microsoft Excel for survey data collection
• Graphical figure Through Bar Charts

From the above graphical figure it can be stated that out of 20 respondents, 2 people strongly agree, 3 people agree, 3 people where neutral, 7 people disagree and 5 people strongly disagree about the statement that UAT determines the success of a product. This clearly indicates that most of the respondents (12 out of 20 respondents) disagree with the mentioned statement.

From the above graphical figure it can be stated that out of 20 respondents, 4 people strongly agree, 12 people agree, 1 people where neutral, 2 people disagree and 1 people strongly disagree about the statement that UAT is an effective way for identifying error in the process of work flow. This clearly indicates that most of the respondents (16 out of 20 respondents) agree with the mentioned statement.

From the above graphical figure it can be stated that out of 20 respondents, 11people strongly agree, 6 people agree, 1 people disagree and 2 people strongly disagree about the statement that UAT ensures the functions works as expected. This clearly indicates that most of the respondents (17 out of 20 respondents) agree with the mentioned statement.

Research findings

For my internship report the research was topic was “Significance of User Acceptance Test (UAT) for regular and upcoming products and services.” After completing the survey with 20 respondents, the graphs and its corresponding explanation is illustrated above. For a more clear understanding, the overall research findings under each topic (as formatted in the questionnaire) are discussed below:

UAT

After doing research about the basic importance of UAT, majority of the respondent agreed with the statements that UAT is an effective to way for identifying errors, it ensures that the functions works as expected and eliminate unintended errors. As a result the significance of UAT is proven for this particular section as respondents’ supports the basic of importance of UAT before launching any product or service.

Four major objectives of UAT

After conducting the survey it was found that, most of the people think, identifying and resolving discrepancies is one of the major objective of UAT then comes meeting the agreed upon criteria and verifying the clients getting what they are paid for. So here it shows the major purposes, chosen by the respondents for which the UAT is conducted and also indicates the importance of performing the test.

Benefits of UAT

During the survey one of the major benefits that people agreed is that, UAT ensures proper billing, charging, and bonus disbursement. Among the 4 categories of benefits listed in the questionnaire, majority of the people agreed with all the benefits accept one. This is because they believe that they all have benefited by performing UAT in different aspects and understands the significance of real life implications.

UAT helps to

According to the respondents, most of them supports that UAT is helpful to reduce customer complain and this especially benefits the customer care and complain management team. Other functions of UAT like ensuring customer satisfaction and reducing operational cost are also important and majority of them supports this functions.

UAT testing

During the survey it was observed that all the 20 respondents agreed with the steps of UAT testing. They believe that reviewing test results, verifying the corrections, deciding which test pass or fail and taking correction action; all the steps are equally important and need to be carefully examined for successful UAT results

Therefore to wrap up everything, after conducting the survey for my research topic I found that UAT is a very significant part that need to be well managed and well-coordinated within  the team. A successful UAT results not only benefits the team members or the products itself or enhances revenue growth but also benefits the organization as a whole and Robi follows a detailed series of steps for conducting UAT and launch the product only when the excepted results matches with the actual outcome.

Challenges that I faced while doing internship in Robi:

• Lack of proper communication with the channel
• Lack of proper understanding of Telecom terms
• Problems in adjusting corporate office time schedule (9am to 6pm)
• Difficulties in managing multiple UAT meetings at a time
• Difficulties in understanding functions of new software technologies like Oracle, SQL etc

Recommendation:

After working as an intern in Robi, I have accumulated the following recommendation. The recommendation is based on my major job responsibility User Acceptance Test (UAT) and other general aspects of Robi as an organization

While conducting UAT, I faced some major challenges due to lack of experience since I was new at this sector. Robi doesn’t provide any training to individuals for performing UAT sessions as a result it was very difficult for me to understand the steps of conducting UAT. Since UAT is an important part of Robi so they should provide proper training at least for a week to perform UAT successfully.

In Robi, to perform UAT they follows a series of steps which I feel, the steps are quite complicated so I think Robi should incorporate less complex and easy UAT testing steps for easy understanding and for more efficient test results.

Usually before performing UAT in Robi a meeting is fixed before a day of conducting UAT through mail communication, but sometimes without any prior communication just before half an hour a meeting is suddenly fixed, at that time there might be other meetings who are in schedule, as a result at a time 2 or 3 UAT meeting clashes with each other and then it becomes very difficult to manage. Prior to this issue they have lack of communication within the other team member and improper UAT time management technique which I feel is a very important issue that Robi should take into consideration.

Revenue assurance and fraud management team of Robi consists of two departments, Revenue assurance and Fraud management and such a significant department of Finance consists of only 10 employees which is think is not enough compared to their proportion of work. Therefore I would recommend Robi to recruit more people in this department.

Robi generates very less amount of revenue from their voice team and for any telecommunication voice is the primary concern of generating revenue, therefore I  would recommend Robi to initiate innovative policies and strategies and implement them to enhance their revenue margin from voice team. “Call drop” is a very important term in telecom which is significantly responsible for revenue leakage and Grameen phone provides bonus for call drop occurrence to hold their customer, and I think Robi should come up with such kind of strategies to hold their loyal customer and improve customer satisfaction.

Conclusion:

Robi believe in open work environment as a result they have prefer to share each other’s views, problems, ideas, suggestion openly. Even they provide freedom to the employees to talk directly to the top level management about any issue without any hesitation which I believe is a very important factor for increasing employee’s motivation. The work environment in Robi where very friendly, they never treated me as an intern and always considered me as a part of their Robi Family. To sum up my report, I would like to conclude that, truly it was an amazing experience working with them; I have learned a lot of things which I never thought I will be able to do. I discovered my capabilities, my potentialities and if I ever get a chance, I would definitely like to work their again.