Recently, my family and I moved into a new house. There is a certain excitement about moving into a brand new house: It’s fun to check out the new rooms, feel the new carpet between your toes, use new appliances for the very first time . . . ah, yes, the appliances. Unfortunately, our enthusiasm diminished slightly when we realized that the refrigerator didn’t cool.We got a new unit quickly, but its icemaker didn’t work. The icemaker was fixed, but then the ice door didn’t open. And then the water line froze. After several visits by the repair man, the refrigerator worked perfectly. But in the mean time, the stove and dishwasher — made by the same company — needed repairs also.
On its Web site, the company proudly proclaimed its commitment to quality. The company was particularly proud of its defect-free manufacturing processes. Since this was not my experience, I came to the conclusion that the company didn’t really believe in quality. It wasn’t as important as other things, such as short-term profit, perhaps.
What does this have to do with software? Quite a bit, actually. Like this large appliance company, we are in the business of providing a product to our customers. We may boldly state our commitment to quality and may even wave the banner of certification or process maturity. But the thing that really matters is how users experience our product. If they have to put up with frequent crashes, annoying bugs, or software that is difficult to use, our quality is merely a façade. Wrapping ourselves in the flags of ISO, CMM, or Six Sigma doesn’t make our users feel any better.
Neil Harrison
http://www.stickyminds.com/BetterSoftware/magazine.asp?fn=cifea
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