For most of the successful companies, effectively addressing the key factors of customer dissatisfaction and the high cost of rework are the top-most items in the company business operational requirements list. It has been widely known that product defects have a very high correlation with the above two business success (or un-success) factors. Effectively handling product defects has a major impact on customer satisfaction and the eventual high cost of rework.
Product defects vary widely in impact to customer satisfaction and the cost of rework. Product crashes have a relative small distribution value in comparing with the total product defects (~ 20%) â€” however they cause an influential impact on customer satisfaction. Most product crashes are not fatal to the operation of neither the applications nor the business activities that use the applications. However, product crashes are annoying to customers, and many require resolution before operations can proceed. This paper describes the story of an organization who decided to address product crash issues.
Dr. Duvan Luong is as Engineer Director/Architect at Cadence Design Systems. Dr. Luongâ€™s background is in the software development process and best practices with emphasis in testing. Other interests include the areas of organizational change, process improvement, customer satisfaction, effective consulting, problem solving, and operational excellence including metrics and statistical controls. Dr Luong has 29 years of experience in the Software Development Industry with AT&T and Bells Labs, IBM, Synopsys, Sun Microsystems, Hewlett Packard, and Cadence Design Systems.
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