How do you learn and improve from the defect escalation and resolution outcomes?

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Defect escalation matrix and criteria are essential tools for managing software quality and resolving issues effectively. In this article, you will learn what they are, why they are important, and how to use them to improve your defect tracking process.

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1 What is a defect escalation matrix?

A defect escalation matrix is a table that defines the roles and responsibilities of different stakeholders in handling defects based on their severity and priority. It also specifies the communication channels, escalation levels, and resolution timeframes for each type of defect. A defect escalation matrix helps to avoid confusion, delays, and conflicts among the project team, the customer, and the management.

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Kaushik Maitra CSM?

Senior Technical Consultant in TCS BENGALURU|| ??Certified ScrumMaster? ||??37K LinkedIn Family.|| Web Accessibility Test Lead ||Automation Tester|| PMO Operations||
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A defect escalation matrix is a table that defines the roles and responsibilities of different stakeholders in handling defects based on their severity and priority. It also specifies the communication channels, escalation levels, and resolution timeframes for each type of defect

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2 What is defect severity and priority?

Defect severity and priority are two criteria that determine how urgent and important a defect is. Defect severity refers to the impact of the defect on the functionality, performance, and usability of the software. Defect priority refers to the business value, customer expectation, and risk of the defect. Depending on the project context, you can use different scales and definitions for defect severity and priority, such as low, medium, high, or critical.

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Kaushik Maitra CSM?

Senior Technical Consultant in TCS BENGALURU|| ??Certified ScrumMaster? ||??37K LinkedIn Family.|| Web Accessibility Test Lead ||Automation Tester|| PMO Operations||
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Severity How much a defect impacts the product's functionality or the user's experience. Severity is based on technical aspects of the product and can be classified as high, medium, or low. For example, a spelling mistake on a website's home page would have low severity because it doesn't affect the user, but high priority because it reflects poorly on the company. Priority How quickly a defect needs to be fixed based on the project timeline or business impact. Priority is based on customer requirements and can also be classified as high, medium, or low. The priority of a defect can change relative to other defects, so it's subjective in nature.

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3 How to create a defect escalation matrix?

Creating a defect escalation matrix requires you to identify stakeholders involved in defect tracking and resolution, such as developers, testers, and project managers. You must also define the criteria for defect severity and priority, as well as the communication channels and frequency for reporting and updating defects. Additionally, you should establish the escalation levels and procedures for escalating defects to higher authorities or external parties. Lastly, set the resolution timeframes and expectations for each defect category.

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jaya Krishna tummala ,MS, CSM

Award Winning Senior Functional Quality Assurance|BSA|SAP QA|Safe 6.0 Agilist|Sigma Xi Full Member|IEEE Senior Member|Fellow IETE|Author
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Overemphasis on a rigid matrix can lead to a one-size-fits-all approach that might not be agile enough for rapidly changing project environments. The matrix might also create bureaucratic hurdles, where defects are stuck in a formal escalation process rather than being addressed promptly. Instead, fostering a culture of collaborative problem-solving and flexible escalation paths, combined with continuous feedback and process improvements, can enhance defect management.

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4 How to use a defect escalation matrix?

To use a defect escalation matrix, you must assign a severity and priority to each defect based on agreed criteria and document them in a defect tracking system or tool. Regular communication of the defect status and details should be sent to relevant stakeholders according to the communication plan. If the resolution timeframe or expectation is not met, or if the defect situation changes, then the defect should be escalated to the appropriate level or party. The best possible method should be used to resolve the defect, and then verified with the customer or tester. Finally, update the defect tracking system or tool with the resolution information and close the defect.

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5 How to learn and improve from defect escalation and resolution outcomes?

Gaining insight and feedback from defect escalation and resolution outcomes is key to improving software quality and defect tracking processes. To do this, it's important to analyze the defect data and metrics, such as trends, root causes, resolution rate, and recurrence rate. Identifying the strengths and weaknesses of your defect tracking process is also essential. This includes communication effectiveness, escalation efficiency, resolution quality, and customer satisfaction. Finally, corrective and preventive actions should be implemented to address weaknesses and enhance strengths. This may include revising the defect escalation matrix or criteria, improving the defect tracking system or tool, training stakeholders, or changing development or testing practices.

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How do you learn and improve from the defect escalation and resolution outcomes?

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1 What is a defect escalation matrix?

2 What is defect severity and priority?

3 How to create a defect escalation matrix?

4 How to use a defect escalation matrix?

5 How to learn and improve from defect escalation and resolution outcomes?

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