Technical support is where poor quality software is felt.
The US Department of Commerce's, National Institute of Standards and Technology’s 2002 study reported “Software bugs, or errors, are so prevalent and so detrimental that they cost the U.S. economy an estimated $59.5 billion annually”
Using total cost of ownership analysis, one company
determined that a single poor quality software application cost them an
estimated $2,000,000 over its lifetime where a high quality one would
have cost only $100,000. If this sounds outrageous, read the book.
Google “Software Glitch” and you find many examples of
detriments caused by software failures.
Poor quality software creates unnecessary downtime for users and
increases support and maintenance cost.
What if technical support was free? Will it then be OK
not to care about software quality? The answer is no because customers
call for technical support out of frustration, and no organization
should want angry clients.
Additional, incalculable cost of poor quality software is the impact of delivery of services to an organization’s clients. Poor quality is embarrassing to development teams
