This article is about a client of NALS, a renowned company in Japan, who recently shared their positive experience with the exceptional service and products provided by NAL Solutions. Initially, they had several concerns about outsourcing their project to another country. However, NAL Solutions’ ability to maintain high standards of quality and reliability throughout this SaaS project, led to its successful completion. This article will explore how NAL Solutions achieved both “Project Quality” and “Customer Success” for this client.
Client’s Main Concerns About Offshore Service
Japanese Language Barrier Concerns:
One of the client’s primary concerns was the potential for misunderstandings due to the Japanese language barrier. The client believed that there is a lack of communication skills whenever there is an issue during the development process.
Ensuring Project Quality
Clients are also concerned about whether an offshore company can meet the QCD (Quality, Cost, Delivery) standard required for their projects. NALS addresses this through strict quality management practices:
NAL Solutions solved client’s concerns with our Quality Framework and our mindset of “Customer Success”:
To address the client’s concerns regarding quality standards, NAL Solutions employed rigorous measures in three key areas: coding quality, project framework, and security.
Coding quality:
- Tools and Methods: NAL Solutions utilized Sonarqube, ESLint, and TSLint to ensure code quality.
- Unit Test Coverage: The team set high targets for unit test coverage, aiming for 80% for backend (BE) and 50% for frontend (FE). This ensures that the codebase is thoroughly tested, reducing the risk of bugs and errors.
- Technical Leadership: A tech lead, well-versed in the project business, followed the project from inception to completion.
- Technical Checklists: The team strictly adhered to technical checklists, ensuring all code met predefined standards and criteria.
- Code Reviews: Regular cross-functional code reviews were conducted at each pull request (PR) to ensure all team members understood the entire system’s functionality. These reviews occurred three times daily: before work, before lunch, and at the end of the workday.
Project Framework:
Why NALS applies NALS Framework to all projects:
Applying a unified framework across all projects ensures that all company projects operate under a common standard, optimizing the quality of deliverables and increasing the likelihood of project success.
The framework provided stringent control over scope, schedule, cost, quality, risk, and client feedback. It also enabled automatic reporting with accurate and timely data for stakeholders, including the Board of Directors (BOD), framework, and resource management.
Framework Structure:
The project followed a structured framework divided into five stages:
- Make Project Plan
- Kickoff
- Execute, Monitor & Control
- Handover
- Close Project
The team operated under the Scrum model, following its events: Backlog Refinement, Sprint Planning, Sprint Review, Sprint Retrospective, and Daily Scrum.
Security:
All projects of NAL Solutions adhered to NALS Security Checklist to identify and mitigate potential security vulnerabilities. Our projects also followed ISMS Orientation and ISO 27001 rules, which are critical for maintaining high-security standards and protecting sensitive information.
Security Practices:
- Communication Channels: All project communications were confined to a dedicated Slack channel, ensuring that discussions were secure and centralized.
- Information Storage: Project information was stored on a dedicated project drive, shared only with relevant personnel to prevent unauthorized access.
- Information Exchange Rules: Strict rules were established for information exchange, prohibiting the sharing of documents or project information outside the designated channels.
Customer success:
At NAL Solutions, we prioritize our clients’ success, ensuring that our partnerships are not just transactional but truly collaborative.
- Client-Centric Approach: This mindset empowers teams to proactively detect incident issues and propose solutions, fostering increased client engagement with the project.
- Proactive Support: Our team actively supported the client by clarifying requirements and proposing logic or features that the client hadn’t considered.
- Clear and Timely Communication: We provided information to the client promptly at every stage.
- Regular Demos: Continuous demonstrations were conducted after each sprint to keep the client updated and involved in the development process.
- Commitment to Deadlines: We adhered strictly to release commitments.
Eliminate Japanese language barrier:
NALS has a high-quality team of Associate Product Owner (APO) & Bridge SE.
- We are proud that 100% of our APOs (IT comtor) & Bridge SEs have experience studying and working in Japan – They are not only fluent but also understand Japanese culture, and business context. Suitable for conveying project and technology information between clients and technical teams.
- Professional in Information-sharing: We standardize how information is shared with Japanese partners, such as using written documents for sharing important information and keeping records of discussions.
The Results
The Vietnamese engineers who worked on the project were highly skilled and demonstrated excellent communication abilities.
The CSS (customer satisfaction survey) received high scores, indicating strong approval from customers. Despite previous outsourcing experiences in Vietnam, China, and Southeast Asia markets, clients hold NALS in higher regard than other offshore companies. With NALS, clients save valuable time in project management, appreciating the self-management approach NALS employs, which allows them to operate projects independently.
The client’s CTO also said that his recommendation rates hit 100% since there were no issues, delays, or overestimates – only professional execution.
We’re thrilled to continue working on a new project with this client, demonstrating their trust in NAL Solutions over other offshore companies.
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