• ~350 destinations across 50 countries
  • $40B+ in revenue
  • 198M passengers served
  • ~6,700 flights per day
  • 100,000+ employees


  • Various teams needed to have consistent terminology, reporting structure, standard delivery methodology, and training on selected testing tool use during testing phase (ALM)
  • Lack of requirements and insufficient engagement from the business
  • Pressurized timelines for delivery milestones
  • Customer lacked experience and training with the selected tool and processes to measure defect rates
  • Customer lacked KPI’s and measurements to determine inefficiencies around test plans being written and tests being executed
  • Lacked sufficient dashboards for accurate reporting on test cases


  • Top 5 IT initiative to migrate various applications and best practices for Flight Operations (FOS) group
  • Developed numerous Business Requirements Documents (BRD’s) to address gaps
  • BRD’s converted test cases for test execution
  • Five levels of testing and defect management (QA Unit Test, CAT, UAT, SIT, End-to-End) working in multiple test environments and hangars
  • Managing testing and defects at every stage into Release Readiness and Production
  • No up-to-date Master Test Plan or Test Defect Management process in place to allow various teams to have consistency and traceability for testing defects to perform integration work
  • Needed to quickly identify a dependable testing tool with a process and training that complements a new, improved Master Test Plan
  • ALM extensively used


  • Paradigm implemented a Master Delivery Plan including a Test Plan and Defect Management Process
    • Manages the program
    • BA’s developed comprehensive and detailed BRD’s
    • PM’s work closely with BA’s and Testers ensuring full alignment
    • Associates trained 60% of the customer teams on the testing tool, test plan, and methodology as well as process flow
    • Team managed project execution from a BA to QA model for all Flight Operations Systems applications and best practices
  • Provided innovation and leadership through implementation/training of new Test Defect Management Process, creating standards and dashboard reporting to capture test defects
  • Saved the customer roughly 50% of time to identify where test defects originated and who owned it