Choosing whether to test via computer is the most difficult and consequential decision the designers of a testing program can make. The decision is difficult because of the wide range of choices available. Designers can choose where and how often the test is made available, how the test items look and function, how those items are combined into…

Purpose: This paper aims to use a knowledge management (KM) approach to effectively revise a utility retailer's software testing process. This paper presents a case study of how the utility organisation's customer services IT production support group improved their test planning skills through applying the American Productivity and Quality Center…