By Bill Graham
We intuitively know that defects in the field are much more expensive
than those found in development. In fact, the difference is bigger than
you think. If you find a bug in-house you save orders of magnitude in
time and money.
Unfortunately, the occasional defect does find its way
out into the a shipping product and when something goes wrong, shipping
back to the factory for diagnosis and repair is the usual remedy. This
is costly to the producer and the consumer. In other cases, the system
just might be too big to ship anywhere and require onsite technicians –
also costly and time consuming. Is returning a product or sending
service people the only way?