Monthly Archives: November 2010

Acquisition focus harms customer support

“Oracle has lately devoted itself to becoming the largest and most mission-critical IT systems vendor in the world,” using acquisitions to increase both market share and the share of IT budgets. No doubt the recent court victory over SAP ($1.3 … Continue reading

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Ease of Use and Quality

[This post is the sixth of a series defining software quality]. The most visible aspect of software quality is ease of use, it is also the most difficult to achieve. Imagine a software product of perfect quality, bug free and … Continue reading

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Support the Business, not the Software

It’s time for a new perspective on software support. Technical software support isn’t good enough anymore. The vast majority of people that interact with software today are business people – not technologists. The traditional model of software support focused on … Continue reading

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Self-Sufficiency, the Software Quality Safe Harbor

[This post is the fifth of a series defining software quality]. What does a safe harbor have to do with software quality, and how can self-sufficiency provide this safe harbor? Imagine your software vendor is acquired and that the acquirer … Continue reading

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Vendor Responsiveness and Quality

[This post is the fourth of a series defining software quality]. The default vendor response to any problem appears to be: what is your authorization code and error number? It is even worse for those vendors who hide from their … Continue reading

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Quality and Customer Needs

[This post is the third of a series defining software quality]. Aligning vendor development plans and customer needs is a major challenge for software quality. The software vendor targets market expansion via product development. Examples might include expanding the number … Continue reading

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Quality as Partnership

[This post is the second of a series defining software quality]. The quality of the partnership between software vendor and customer provides the foundation for providing quality software to the customer. While the software vendor can do many things to … Continue reading

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Quality Saves Money in the Strangest Places

An IBM Systems Magazine case study features “How The HammockSource saved a ton of paper and improved business processes”. Congratulations to Max Valdman for successfully tackling the paper reporting monster we all know and love! Note that e-mail delivery of … Continue reading

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What Does Software Quality Mean?

In an earlier post, Red Hat CEO Jim Whitehurst’s critique of software quality and the software industry as a whole was examined. Whitehurst highlighted three aspects of quality – the number of program bugs, high prices / costs, and the … Continue reading

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