How to Approach Quality

The approach a doctor takes to a patient differs according to whether he is dealing with a broken leg, post-natal depression, or a cholera epidemic. Managers and programmers similarly need to know the nature, scale, and prognosis of a program's defects. They also have to respond differently depending on whether the defect is an isolated glitch in a greenhouse watering control or part of a massive programming division working on a new national air traffic control system. In either case, the goals are identical: zero defects. Tolerances obviously differ.

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