Design and Execution of a Transaction Platform Quality Month Operation

1. Why is quality operation needed?

As internet applications shift from monolithic to micro‑service architectures, backend services carry more core business logic and user value, prompting quality assurance teams to develop tailored quality assurance systems. A quality assurance system comprises technical and management measures, processes, methods, and tools to produce products that meet quality goals. Regular analysis and operation of quality metrics reinforce quality awareness and feed back into the assurance system; without such analysis, targeted improvements are impossible.

2. Origin of the Transaction Quality Month

Trend analysis of a quality score model revealed that some online issues took excessively long to resolve, with an average handling time exceeding three hours in May 2019. Three main causes were identified: delayed follow‑up by developers/testers, problems taking more than two hours without timely mitigation causing business loss, and some issues postponed to the next day.

These symptoms exposed a lack of urgency, loss‑mitigation awareness, and reverence for online quality, leading to the creation of a Quality Month activity to improve the whole team’s respect for online quality.

3. Quality Month Operation Plan Design

A complete operation plan includes seven elements:

Target users

Operation goals

Operation strategies

Operation carriers

Resources and costs

Data collection

Effect evaluation

Details of each element:

Target users: All members of the transaction platform (PM, PO, RD, FE, QA).

Operation goals: Increase the whole team’s reverence for online quality. The goal is quantified as achieving a one‑hour resolution time for online issues and a 100% same‑day reasonable solution rate.

Operation strategies: Publish a weekly “hero board” ranking participants based on speed, aggressiveness, and accuracy. Winners are displayed on department screens and shared in chat groups.

Operation carriers: Use WeChat/Enterprise WeChat groups for regular updates, and department TV screens for posters and hero board displays.

Resources and costs: Design promotional posters, provide trophies, medals, and material rewards such as JD.com shopping cards (e.g., first prize trophy and ¥200 card, second prize trophy and ¥100 card).

Data collection: The hero board tracks three dimensions—speed, aggressiveness, accuracy—with weekly statistics.

Effect evaluation: Analyze four‑week trends of issue count, resolution time, and resolution rate, and produce an evaluation report.

4. How to Conduct the Quality Month

Pre‑heat the activity one week before launch via department TV screens, WeChat/Enterprise WeChat posters, and email detailing rules and rewards. During the month, publish the latest hero board each Monday, promote benchmark setting, leadership endorsement, and honor incentives (trophies, medals, material rewards) to motivate participation.

5. Quality Month Results

Quality improvement: overall online issue count decreased by 46%.

Speed reduction: average resolution time dropped to 98 minutes.

Awareness increase: same‑day issue resolution rate rose to 93%.

Subsequent trend analysis shows continued reduction in resolution time, indicating that the team’s reverence for online quality has been largely established.

6. Conclusion

The case study demonstrates the seven‑element design of a quality operation plan, the use of benchmarks, leadership support, and material incentives to expand impact and participation, and the importance of regular quantitative analysis to drive continuous improvement in quality assurance.