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Interview with Quality Control Team
There are some indispensable tasks to make T map reach a near-perfect levels, but they work behind the scenes. Since navigation service is used during driving, it is not easy to verify the quality only in the laboratory. Real world tests must be conducted outside the laboratory as well. For this purpose, the Quality Control team in charge of driving tests repeats travel from Seoul to Busan numerous times.
Interviewer
Kyung Min
Lee
Hyun Joon
Yoo
Tae Ho
Kim
Q.
How is Quality Control Team composed of?
Hyun Joon Yoo | Content QC Part
It comprises three Parts. They are Application Quality Control Part in
cooperation with Development Team, Content Quality Control Part and
Voice of Customer Part.
Q.
Please introduce yourself and
tell us what you are in charge of.
Kyung Min Lee | VOC Part
Hello, I am Kyung Min Lee, and I am working for VOC Part. When customers
find some inconvenience while using T map, they call Customer
Service Center first. When there are some issues that Customer Center
cannot handle, then VOC Part engages in settlement. For this reason, I
sometimes meet the customer in person or check errors in person going
to the roads where problems occur with frequency. When the error
is confirmed, I formalize this case and solve the problem in cooperation
with Development Team.
Hyun Joon Yoo | Content QC Part
Hello, my name is Hyun Joon Yoo. I am working for Content Quality
Control Part. Simply speaking, I verify maps of T map and background
images. I also inspect when content update is made.
Tae Ho Kim | Content QC Part
Hello, I am Tae Ho Kim and I am working at Content Quality Control Part.
My main duty is to manage characters and symbols that appear on road
network and maps. I also check contents such as POI (Point of Interest)
and safe driving assistance.
Q.
Normally, we associate Quality Control Team
with road driving test only. It is surprising to discover
how broad your scope of duties are.
Hyun Joon Yoo | Content QC Part
In my case, when the task requested from Development Team can be conducted
in the lab, I do in at the office. I go out when I need to test drive or
confirm the field conditions.
Q.
What kind of tests
do you normally conduct?
Hyun Joon Yoo | Content QC Part
I check if T map is under normal operation when a new version of T map
is released or the operating system such as Android or IOS is updated.
When content such as safe driving information and maps are updated,
I periodically conduct tests in the lab and in real world. In addition, for
route guide quality control, I do comparative tests with navigations from
other companies. When it is necessary to carry out reenactment or field
quality inspection upon the customers' request, I also conduct tests.
During the test, I basically verify if all functions are under normal operation.
I also check if the details modified by customer report or data received
from Korea Expressway Corporation have been properly updated.
Q.
How do you carry out
comparative tests with
products from other companies?
Tae Ho Kim | Content QC Part
In three test vehicles, we place many Smartphones and install both T
map navigation and navigations from other companies. We conduct
comparative tests according to the scenario. We also do the test to see
who arrives first at the destination by setting a destination from the
same starting point using different navigation syetems. We analyze if
there are any problems in T map routes and what the advantages and
disadvantages the services have. Then we deliver the analysis results
to Development Team and they modify T map. WE finally do one more
test again with the modified T map.
Q.
What is the most challenging area
or duties in field work?
Tae Ho Kim | Content QC Part
It may differ from person to person. Personally, Busan was the toughest
one. Busan has many complicated roads. In particular, on coming
out of the tunnel, you catch sight of two divided roads in many cases.
After coming out of the tunnel, it takes time to get the GPS signal again,
so you go off course many times.
Hyun Joon Yoo | Content QC Part
Same here. Busan is tough for me too. The old town area is quite complicated
for the roads are not well-maintained. The older the city is, the harder
the field work is. Cities like Daejeon where recent urban development has
done are relatively well-maintained and things are smoother.
Kyung Min Lee | VOC Part
In my case, it is not very often that I go to other regions for work because I
belong to VOC Part. Sometimes I need to meet customers in person in other
towns. Many times, they are upset. It is because they see me when a pending
issue from Customer Service Center has not been solved. They have
been waiting too long. When I visit the concerning areas, some issues can
be solved ion the spot, but there are other issues that are hard to be solved
immediately. This kind of complicated situation can sometimes happen.
Q.
What are the most frequently
asked questions?
Kyung Min Lee | VOC Part
Well, it is about the GPS-related problem and we have been constantly
receiving this inquiry for a long time. In fact, the problem occurs when
the performance of the user's mobile phone deteriorates, but many of
customers think this is the problem of T map. In this case, we analyze a
primary source and deliver the confirmed result to the customer. Then
they sometimes go straight to the manufacturer. Even after visiting the
manufacturer and the problem persists, we visit the customer and carry
out the test.
Q.
Do you sometimes receive test requests
from other Parts?
Hyun Joon Yoo | Content QC Part
Yes, Develop Team sometimes requests a verification test. This test is
done to check if there are any errors in the App and if the routes have
been corrected before launching it to customers. In general, the route
test is conducted during peak hours. The peak hours refer to heavy
traffic congestion time such as commuting hours or holidays. Standard
data can be established if you test during peak hours. Of course, we
sometimes carry out tests during non-peak hours. It all depends on the
situation.
Q.
When you do tests, are there any parts
to which you pay special attention?
Tae Ho Kim | Content QC Part
I pay special attention when I make test routes in the metropolitan areas
or in the provinces. I focus on the task of finding differences in the
guided routes between T map and navigations from other companies.
Hyun Joon Yoo | Content QC Part
For example, if navigations of other companies guide drivers to perimeter
roads or paid roads in the province, T map ponders over the possibility
of making a different route trying to avoid using the same road.
It is not only about making a different route but about creating a better
experience. With this mission in mind, we carry out tests.
Q.
What is the outstanding competitiveness of T map
compared to other companies?
Tae Ho Kim | Content QC Part
I think that competitiveness of T map lies in precision of information on estimated
arrival time. It is essential to predict how long it takes to the destination
when congestion is predominant. I am proud to say that T map is able to
calculate the estimated arrival time with precision.
Estimated time of arrival accuracy
* 2019. 11. 18. ~ 19.
Q.
When was the moment you felt most rewarded
or fulfilled while working at Quality Control Team?
Hyun Joon Yoo | Content QC Part
One day, a customer complained that when he comes out of the alley, he
is supposed to turn right and immediately turn left, but the the distance
from right turn to left turn was too short, making the access to left turn
lane difficult. I asked the corresponding Part to improve the guide and they
corrected it. I feel rewarded when my coordination works for correcting
problems. I also feel fulfilled when many people compliment T map on the
performance and only T map could detect some speed cameras.
Tae Ho Kim | Content QC Part
I feel rewarded when people around me and friends compliment T map on
the performance. Other navigations missed but only T map detected the
speed cameras. When this kind of thing happens, I feel happy.
Q.
Do you have any messages you would
like to deliver to T map users?
Tae Ho Kim | Content QC Part
Since T map is created by many processes and many people, it is not
always able to fully identify unexpected accidents or traffic volume
increase. Our Quality Control Team is conducting a variety of tests to
steadily improve the system by identifying merits and demerits of T map.
If you find some inconvenience when using, we kindly ask your cooperation
in informing us of your observations based of developing T map as a
partner. We are always deeply thankful to you all.
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