Beside the costs directly linked to fixing defects in software, your organisation risks to be affected in a less obvious, but nevertheless costly manner.
If you account on your operational teams to test new or updated software, you are creating double trouble.
First of all you will have poor testing results, as these teams aren’t trained for this job. Additionally you will loose business income, as the time spent on testing will be missing on their operational tasks. If you pay for extra-time in order to avoid this, you’ll pay probably more than a specialised software tester would cost.
Customer satisfaction can be effected directly, for instance through disrupted online services or indirectly through your accounting system or ERP. Dissatisfied customers are not only a thread to your reputation which will show its effects on the long run. On the short run customers will raise their inquiries for help and assistance and accordingly increase the cost of customer support.
Loss of revenue
Be it operational teams slowed down in their daily tasks or dissatisfied customers requiring additional attention, you will quickly experience a loss in revenue which can end up in a spiral effect. You will miss orders generating a further loss in sales, lack referrals and opportunities for up and cross selling.
Turnover of developers
The longer the process of fixing software problems will take, the more likely it is that the people assigned to development – be it in-house or with an outside contractor – will be working on an other project. If the original developers have to address a problem, they will need to invest time in order to get back into the project. If different programmers will be treating the problem they will have to understand codes and contexts, a time consuming and expensive process.
Drive is broken
Software solutions are often eagerly awaited as the solution to many problems an organisation is facing. The expectations are usually high, but also a certain resistance to change is menacing the introduction of new IT solutions. Any trouble or even just rumours coming up in the initial roll out, lead to a loss of dynamics. Instead of propelling an organisation to new opportunities, it will generate frustration and resistance, which will unavoidably have repercussions on revenue and growth.