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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.

Citation:
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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