Stage Gate Process: A Comprehensive Guide 2024 | Intellectsoft

February 26, 2024

The Stage Gate Process has a rich history and remains relevant in specific industries where risk management, compliance, and structured decision-making are crucial. However, its rigidity in fast-paced environments necessitates adaptation or hybridization with agile methodologies to remain effective.

Nowadays, IT teams want to find the right balance between classical and agile software development methodologies. While any of them might sound like a perfect solution theoretically, the practice might show otherwise. Agile projects grow into relentless scope creep without any direction, while heavily documented processes end up being heavily bureaucratic and inefficient.

If you want to find out more about what software development methodologies are out there and how we use them at Intellectsoft, check out our webinar recording from BrightTalk.

In this article, we explore how the Stage Gate Process is beneficial for IT teams. It emerged as a risk-reducing tactic for product development in other industries and now starts to gain traction in the digital realm.

What is the Stage Gate Process?

Stage Gate process is a project management technique that breaks down projects into distinct stages with decision points ("gates") between them. Companies can use it in software development, but it's not the most common approach.

The Stage Gate methodology has its roots in the 1960s within the New Product Development (NPD) practices of major pharmaceutical and aerospace companies. These industries dealt with complex projects requiring significant resources, risk management, and regulatory hurdles. The Stage Gate process template provided a way to break down these projects into manageable phases with clear instructions for go/no-go decisions.

How is the Stage Gate Process Used in SDLC?

In software development, the Stage Gate Process is reminiscent of hybrid methodologies like the Spiral Model and Rational Unified Process that connect the best of both polar opposites: Waterfall and Agile.

Stage Gate Process is rather a simplified alternative because the so-called “gates” in the sense of milestones are basically present in every other software development methodology out there. However, it does include ideation and business case creation, which are often left out in common SDLC workflows. In this regard, the Stage Gate Process offers a more holistic approach to product development where the actual production is a logical outcome of the business needs.

So, Which Projects is It Good For?

Large, complex projects: For major software development initiatives, Stage Gate can provide structure and control.
Highly regulated industries: Some industries have strict compliance requirements that benefit from the structured approach of Stage Gate.
Risk-averse companies: For companies prioritizing risk mitigation, the decision points of Stage Gate can offer reassurance.

Alternatives to Stage Gate Process

Agile methodologies: More iterative and adaptable, better suited for rapid changes and uncertain requirements.
Lean development: Focuses on minimizing waste and delivering value quickly through feedback loops and continuous improvement.

Ultimately, the best approach depends on the specific project and the company's needs. Keep in mind that unless you work in a heavily regulated industry, you don’t necessarily have to do everything by the Stage Gate book. Opt for optimizing if you like some parts of this approach and dislike others. Your team can hybridize the Stage Gate Process to have some understandable structure to follow while keeping the flexibility options, for example. It is better to follow what works best for you rather than adopting Scrum and then having robotic stand-ups where people are involved just formally.

5 Phases of the Stage Gate Process

Go! ?

You're good to launch! The tech works, the market wants it, and the numbers add up. Time to hit the gas and execute the plan.

Kill It ?

Not every idea wins. Maybe tech hurdles are insurmountable, the market shifted, or costs outweigh benefits. Shutting down saves resources and lets you focus on better bets.

Hold On ✋

Hit a temporary stop sign. Maybe you're waiting for key partners, the market needs time to evolve, or your team is busy elsewhere. Define clear conditions for restarting when things change.

Rework It ?

The design needs tweaks, user feedback demands changes, or finances need fixing. Refine your plan, address issues, and re-enter the race with a stronger engine.

Go With Conditions ?

Proceed with caution! You get the green light, but specific milestones need hitting, uncertainties resolved, or external approvals secured. Prove you're on track before going full speed.

Key 6 Gates of the Stage Gate Process

Just like any project milestones, Stage Gates represent some structures that you have to pass. In order to be approved for the passage, you need to study what has been done up until this point and meet some predetermined criteria.

Let’s review those six gates in more detail.

To understand Stage Gates in a less boring way, let’s imagine a software project as your favorite RPG. Think of the code delivery as a grand quest and Stage Gate as a series of key milestones. Each phase brings unique challenges and rewards, shaping your journey to success.

Gate 1: Ideation (The Tavern)

This is where your initial spark ignites! Brainstorm ideas, explore possibilities, and gather your team. Define your quest's core problem to solve and its value (impact/reward).

Gate 2: Scoping (The Cartographer's Tent)

Map your journey in detail. What features are essential (main quest)? What can wait (side quests)? Define the tech stack (your tools) and estimate the resources needed (gold and supplies).

Gate 3: Business Case (The New Quest)

Convince the stakeholders(NPCs). Research the market (terrain), identify your target audience (allies), and estimate potential rewards (profit). Show your project is worth the risk (stage gates).

Gate 4: Development (The Forge)

Time to build your software (hero)! Use your chosen tech stack (tools) to craft features and functionalities (armor and weapons). Your team works through sprints (quests) to progress.

Gate 5: Testing & Validation (The Arena)

Put your hero to the test! Users (battle opponents) provide feedback, revealing strengths and weaknesses. Iterate and refine (train and level up) before the final launch (battle).

Gate 6: Launch & Beyond (The Victory Celebration)

Release your hero into the wild! Support users (allies), gather feedback (loot) and address issues (monsters). Remember, the quest never truly ends – adapt and evolve (new quests) to conquer future challenges!

Stage Gate Process Example

Imagine you’re a PO working on a mobile app for one of Intellectsoft’s clients in the construction industry. Key business stakeholders want to upgrade the app to introduce a better UX and enhanced functionality. They give you the task of researching what features to add, what bugs to fix, and how to increase the overall experience. After the validation of the presented ideas, your team will develop all the updates. While the scope is yet to be discovered, one requirement is already crystal clear: you need to use the Stage Gate process for managing this project.

Phase 1: The Brainstorming

Your team gathers in the office kitchen, fueled by coffee from the machine, and discusses the next Stage Gate for the construction app. Ideas fly: "What if we could track materials in real-time, saving time and money?" You define the core problem – inefficient material tracking, and the added value – increased productivity and cost savings.

Phase 2: The Blueprint

The project backlog is enriched with new items. Features like GPS tags, inventory management, and progress reports take shape. You assess the tech stack (cloud platforms, APIs) and estimate resources (development time, budget).

Phase 3: The Investor Pitch

Time to convince the stakeholders. Your BA mates present market research with a beautiful presentation on industry trends and competitor analysis, showcasing how your feature solves real pain points and generates profit in the form of increased subscriptions and reduced project delays.

Phase 4: The Coding

The coding commences! Your development team builds the feature using chosen tools. Sprint after sprint, you see new features like GPS tracking and inventory management come alive.

Phase 5: The Beta Build

Real construction sites become your testing grounds. Beta testers are real sector employees like foremen and site workers. They provide feedback. As a result, bugs are squashed, and features are refined. For example, you decided to add alerts for low material stock. The fresh new features undergo user acceptance testing before launch.

Phase 6: The App Store Celebration

Your features go live! Users download the app upgrade, construction projects run smoother, and positive reviews flow in. But the journey continues. You gather feedback, continue fixing bugs, and plan future enhancements to keep your app at the top of the construction app charts.

So, will your real-time material tracking system revolutionize construction? With well-navigated Stage Gate project management, your app could be the next big thing!

What Are the Benefits of the Stage Gate Process?

Transparency

The defined stages and gate reviews promote clear communication and collaboration among stakeholders, ensuring everyone is aligned with project goals and decisions.

Flexibility

The ability to hold or recycle projects allows teams to adapt to changing market conditions or unexpected challenges, ensuring the project remains relevant and feasible.

Better Outcomes

Early identification and termination of unviable projects minimize wasted resources and financial losses associated with failed projects.

Wrapping Up

Overall, the higher project success rate that is associated with employing Stage Gate is most likely associated with a clear structure and quick elimination of inefficiencies. Streamlined decision-making helps to allocate resources with maximum efficiency while reducing risks and waste.

Intellectsoft offers a variety of project management techniques that are tailored uniquely to the business and technical needs of our customers. For instance, we designed a mobile solution for Ernst & Young that empowered investors with a customizable financial forecast interface.

The hospitality industry depends a lot on keeping customers happy, but it’s getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and increase revenue? Keep reading—we’ve got some answers.

Customers today have so many options that getting their attention is a real challenge. It’s not easy to make them choose your business over others. What worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy, expectations have changed. The good news is these businesses have shown what works: great customer service. They focus on personalizing the experience, making things easy for customers, offering loyalty programs, and using smart technology.

In this article, we’ll explore these tech strategies and show you how they can help your business grow, and double the revenue. Keep reading to learn more!

The Importance of Customer Satisfaction in the Hospitality Industry

Customer satisfaction, which equals exceptional customer experience, is the backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a company, even if they experience a negative encounter.

Let's quickly review the challenges the hospitality industry is facing right now so we can move on to the solutions and our case studies.

Challenges in Hospitality

As businesses navigate the changes in the hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!

Poor Customer Service

Even with strong and high-quality business offerings, poor customer service can drive potential customers and existing customers away. Common issues include:

Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls

These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with technology, can address them effectively.

Digital Transformation Gaps

Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39% upgrading existing systems.
Source: workstaff.app

Source: workstaff.app

While many businesses are adopting digital solutions, some still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage their data and create new systems or add features.

Some of the recent examples include clients coming to us to create AI solutions for their services while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company objective, and working on keeping the data clean (centralized, structured, and segmented).

When we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing, centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so we can create a unified digital system that delivers personalized experiences.

If you’re unsure where to start with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide you in mapping out a path to get more from your data and build a system that works for your business and team.

Reskilling Staff

The pandemic hit hard in early 2020, especially for the hospitality and travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and retaining skilled staff has become a major challenge post-pandemic.

Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers place it among their top three workforce challenges.

Source: Deloitte

We strongly believe that adopting the right technology can help. For example, creating an app to train your staff not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team, helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine having an app dedicated to making your team’s work easier and more efficient!

How Technology Tackles These Challenges and Supports a Customer-Centric Hospitality Culture

Automation, AI, and similar technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation and working hand in hand with technology to achieve the highest standards and establish brand-new “golden standards.” Technology is here to assist staff in listening to and collecting customer insights from data.

Let’s review some of our cases to see examples of how technology helps improve customer experience and supports customer service.

Examples of Intellectsoft projects

Property management systems (PMS)

We created a web platform and mobile app that makes managing daily tasks easier and offers extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The platform also includes features for equipment management, key instructions, workflows, and custom permissions. This makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus, tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged community.

Guest Experience Management App

Our next app helped our client improve their guest experience by replacing printed marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining, make reservations, and interact with staff— through a simple tablet in their room. The solution includes three parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and a backend system that connects everything together. This approach makes things easier for guests and staff, improving both convenience and efficiency.

Existing Customers First: Building Loyalty with Personalized Touchpoints

Keeping existing customers is not just a strategy; it’s well-known that retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the number one revenue driver for the company.

Moreover, a 5% increase in customer retention can lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business model.

Personalization: How Technology Can Help?

Everyone loves to feel special—it’s part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t forget.

More than half of hotel chains are already using personalization features on their websites, booking platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest preferences perfectly.

Source: Deloitte

How does technology make it happen?

CRM Systems: They help you keep track of guest preferences, booking history, and special requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls adjust to your guests’ preferences, making their stay more comfortable.

With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every customer.

Our Case Study: Smart Hotel Management & Loyalty Program

For one of our clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to control services, explore amenities, and find resort information-- with a special touch to their suite type. For the client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing issues, and making the system better for customers.

Along with that, we developed a mobile app for the loyalty program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive benefits.

Our solutions not only helped the client with special experiences for guests; it also improved operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:

"We transitioned away from ESB (Enterprise Service Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions. Similarly, we’ve implemented Device Farms that improved operations and saved resources."

Leveraging Software to Increase Upsell Opportunities

Here are some examples of tech tactics that will help your team sell more and introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:

Dynamic Pricing Algorithms

For finance and marketing teams, manually calculating pricing by segment to introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by analyzing your database in detail.

Upselling via Apps

Boosting revenue in the hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience. And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their previous experiences. It’s a win-win: seamless, helpful, and far from pushy.

Inventory and Resource Management Software

Making every resource count in your hospitality business is key. Inventory and resource management software allows you to effortlessly track everything from linens to room availability, ensuring nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations assists sustainably keep everything under control and know what you need to focus more. It helps maximize room occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.

Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how technology can elevate your goals? We’re here to create a tailored solution for you.

Steps For Implementing a Customer Service Technology Solution

Improving customer service in hospitality doesn’t have to be a daunting task. With the right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest experience. Here’s where you can make it happen:

1. Understand Your Needs

Start by identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best solutions.

2. Pick the Right Tools

Choose technology that aligns with your goals. Look for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM software, live chat tools, or a guest experience app can make a difference.

3. Equip Your Team

Technology is only as effective as the people using it. Train your staff to make the most of the new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff creates happy, loyal customers.

4. Keep Improving

Once implemented, monitor how well the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you fine-tune your approach and keep things running harmoniously.

Some Tech Ideas for Hospitality Businesses

CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility bookings.
Helpdesk Software: Resolve customer issues optimally.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.

Integrating these strategies will not only improve your customer service but also deliver unforgettable customer satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our experts.

Conclusion

To wrap up everything we've discussed, customer satisfaction and experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.

At Intellectsoft, with over 17 years of experience in software development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer experience and retain your valuable clients.

Ready to double your revenue and level up your customer retention strategy with personalized technology? Contact our experts, and we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.

Tetiana Borysova

Content Writer