A mid-sized bank can't fix what they don't know is broken.
The client was experiencing an increase in bugs. Existing quality and testing metrics indicated several problematic areas that were receiving the most focus. However, increased attention to these areas was not producing any positive outcomes.
Through multiple interviews and deep analysis, I discovered that many important quality and testing metrics were actually invalid or missing. These invalid and missing measurements focused attention on purported problems and diverted it from real issues.
Ineffective measurements were discarded or corrected, and new measurements were introduced. This helped provide more meaningful measurements and insight into truly problematic areas which then received proper attention.
The new insight and focus on truly problematic areas resulted in a decrease in bugs, and other indirect, positive outcomes.