Bad Software Quality Can Affect Your Entire Organization

The domino effect is real. But what is it exactly? According to Merriam-Webster, the domino effect is defined as “a cumulative effect produced when one event initiates a succession of similar events”, or better said, something that causes a chain reaction. In the world of software development, the domino effect occurs when an area of software is of poor quality or becomes compromised, impacting nearly every area of the company.

Consider a typical example: a company releases a new product, the software goes live, a major media campaign is launched, and users begin trying it out. Suddenly, they encounter major glitches and bugs. Negative user feedback starts pouring in, backlash begins, causing frustration, a damaged reputation, and reduced revenue. Not exactly an ideal situation, and one which every company wants to avoid at all costs.

Let’s take a brief look at the key areas where bad software quality has the most impact.

Decreased Revenue

Did you know? A PwC survey found that 55% of respondents won’t make a purchase from a company with whom they had a negative experience. At the enterprise level, this number can do serious damage. First impressions matter, especially in the wallet. Once a bad experience has occurred, rebuilding customer trust and public perception is an uphill battle.

QA and Development

QA and dev teams are, of course, at the root of software creation and quality assurance. Often, testing cycles feel never-ending as testers spend a lot of time on repetitive tasks and developers focus on fixing bugs.?

In the case of poor software quality, the amount of time spent on rework and “putting out fires” increases. The gap between QA and R&D teams can widen, making communication more difficult. This can result in bottlenecks, delaying the release of updated software.

Sales and Marketing

The impact of poor software quality extends beyond a company’s technical teams.

The domino effect is felt in Sales and Marketing departments, where the focus is on promoting the company’s brand, public perception, identifying new areas of business, and increasing sales pipelines.?

When software quality decreases - especially when it happens in the public eye - the number of new opportunities and potential customers can decrease in parallel, and that’s something no company can afford.

Customer Support

Any company’s Customer Support department is front and center with existing customers. Strengthening relationships and increasing satisfaction rates takes a big hit in the case of bad software quality. Being the “gatekeepers” of their organizations means that Support representatives are the first to receive complaints and support tickets. More time spent on resolving glitches can become overwhelming and takes time away from resolving other customer issues.

Legal

Depending on the severity of software bugs as well as a company’s industry and customers, serious glitches can result in legal actions.?

Consider a situation where software-based medical equipment, such as MRI or x-ray machines, pacemakers, or patient treatment planning systems malfunction. In these cases, lives are literally at stake. The legal repercussions could be costly and long-term. Financial systems with software vulnerabilities can suffer cyber attacks and the theft of sensitive information, exposing them to regulatory penalties and breach of privacy lawsuits.

So how can companies prevent or minimize the likelihood of bad software quality? The answer is prioritizing extensive software testing.

Here are 3 ways software testing can improve quality:

1. Changing perspective. Testing is no longer limited to identifying and fixing bugs, but is a critical part of a company's innovation and digital strategy. As the complexity of software applications grows, so does the need for robust testing.
2. Focusing on customers. At the end of the day, user experience is #1. Customer demand must be the top priority. Simulate real world situations to ensure that your software meets and exceeds customer expectations.
3. Adopting a modern approach. Implementing Agile and DevOps approaches are a must. These methodologies prioritize flexibility, scalability, and improved communication for all stakeholders.

By prioritizing and investing significant resources into software testing, business leaders can improve their organization’s software products and gain the confidence and loyalty of their customers for long-term success.