The Client

A large network. A growing need for consistent quality.

The client is a large retailer-owned hardware cooperative with thousands of independently operated stores in the United States and abroad. Its scale and pace of technology change required a more consistent, resilient quality-engineering model across enterprise applications.

The Challenge:

Fragmented QA practices could not scale with the business.

The existing QA model relied on inconsistent processes, fragmented tools, and significant manual effort.

Key challenges included:

• Release delays that increased time-to-market and business risk
• Production defects and defect leakage that affected user experience
• Inconsistent test management and limited QA and test-data governance
• Undocumented test cases and critical knowledge held by individuals
• Duplicative manual testing across applications
• Inconsistent quality gates and limited early defect prevention
• Multiple automation tools, creating duplication and maintenance overhead
• Limited functional and automation coverage across critical applications

The client engaged HTC Global Services to establish a scalable quality-engineering operating model that combined governance, automation, and targeted use of AI.