8 years Project Examples

ROQ delivers UAT for global roll out of Staff Request system


The client is one of the world’s largest consumer goods companies and owns some of the best known brands globally. With revenues in excess of £50 billion per annum and over 150,000 staff, the company has seen major growth in the emerging markets and now over 50% of its business comes from there.

Selling products in nearly 200 countries, the operational function is widespread and complex in order to meet demand and it evolves constantly to meet changing needs.


Increasing global operating costs and inconsistent process necessitated the expansion of a system to accommodate business requests for new starters, internal staff transfers and staff who leave.

The broadening of the system means requirements such as issuing site passes and generating email addresses would go through the correct channels in a uniform manner, ensuring efficiency and reducing bottle necks.

The system was already in use by other functions and as such there were two versions – Remedy v7.1 and v8.1. Those raising the requests would be using v8.1 and those processing them in the back end were using v7.1. The front end system to be used in the UK was a lot more advanced than the rest of the world and was to be used as a test case before global roll out. A third party was responsible for developing the system.


ROQ has a long relationship with the client through engagement on other projects so they were the natural partner to ensure this business change was implemented smoothly. ROQ would be delivering System Testing of both the back and front ends systems and would also be responsible for the coordination of UAT.

The necessary test scripts were already in place at the point of ROQ’s engagement, however the design documents on which they were based were not up to date. On the client side, the Project Manager, Test Manager, HR and Business Project Manager were the stakeholders responsible for defining the requirements and the third party design team translated them into workable documents.

ROQ coordinated the stakeholders and testers and was the first point of contact across 23 countries; a huge undertaking. The team conducting the UAT was comprised of users who would actually be using the system on a day to day basis as they were best placed to judge how the system should function. These were mostly from a non-technical background.  

The pre-determined scripts were executed two logs were kept; one for genuine defects and one for design issues. ROQ logged and raised them so effectively that it allowed the design team to eradicate all Severity 1 and 2 issues prior to launch, allowing confidence.

ROQ was responsible for extensive process improvements; previously there had been no configuration management and design documents were put in place. Furthermore there had been no version control and a booking in and out system was implemented.

Post go-live, ROQ continues to provide support and has left a legacy in place with fully updated scripts, step by step guides and the required configuration management.


ROQ facilitated the implementation of a system which was fit for purpose and met the business requirements. The corporate processes are now streamlined and have a greater level of automation which reduced internal management costs.

Specifically, the benefits were around the test expertise ROQ provided and the consolidation of processes meaning they became more robust. ROQ also offered a high level of honesty in advising exactly where the issues were, allowing the client to make an informed decision as to next steps. 


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