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Software Reliability from the Customer View
August 2003 (vol. 36 no. 8)
pp. 37-42
Alan P. Wood, Hewlett-Packard

The relationship between software defects and failures is not one-to-one. Some defects remain undis-covered and never cause a failure, but a single defect can cause many failures.

Many researchers have offered solutions to this problem, but their approaches typically reflect only the developer view of software reliability: how to predict and prevent the underlying defects. At Hewlett-Packard's Non-Stop Enterprise Division, researchers augment their defect-prevention activities with analyses of what their customers experience: software failures. NED provides customers with a regularly updated suite of hardware and software products for business-critical applications, then tracks the failure rate for each version so that it can measure the customer experience with that update.

Alan P. Wood, "Software Reliability from the Customer View," Computer, vol. 36, no. 8, pp. 37-42, Aug. 2003, doi:10.1109/MC.2003.1220580
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