There are many ways to measure quality before and after software is released. But for commercial and internal-use-only products the most important measurement is the user’s perception of product quality. Unfortunately perception is a very difficult thing to measure so companies attempt to quantify it through running customer satisfaction surveys and through the collection of failure/behavioural data from its customer base. This article focuses in on the problems of capturing failure data from customer sites. And while we'll be using the experienced gained from collecting failure data from Windows XP systems to explore the pertinent issues, the problems one is likely to face when developing internal (non-commercial) software should not be dissimilar.
|Publisher||Association for Computing Machinery, Inc.|
Copyright © 2004 by the Association for Computing Machinery, Inc. Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, to republish, to post on servers, or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from Publications Dept, ACM Inc., fax +1 (212) 869-0481, or email@example.com. The definitive version of this paper can be found at ACM’s Digital Library –http://www.acm.org/dl/.