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Issue No. 08 - August (2003 vol. 36)
ISSN: 0018-9162
pp: 37-42
Alan P. Wood , Hewlett-Packard
<p>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.</p><p>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.</p>

A. P. Wood, "Software Reliability from the Customer View," in Computer, vol. 36, no. , pp. 37-42, 2003.
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