New depot booking system passes scripted tests but fails in live operation due to inexperienced testers

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A company replaced its depot booking system last year after a four-week acceptance testing phase. Depots provided available staff, many of whom were new, injured, or from quiet teams, rather than experienced supervisors. The testers executed 340 scripted cases successfully, and the system launched in September. However, real-world operational complexities and exceptions, missed in the requirements and scripts, caused significant problems for six weeks. The company has since reformed its testing process to ensure experienced personnel are involved and unscripted, real-world scenarios are tested.

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