Scenario #1: Silicon Valley, an Executive Briefing Center at a major IT company. One of the company’s product managers finishes a presentation about a product upgrade to a group of existing customers and then opens the floor to questions.
The first question comes from the CIO of a large financial institution: “We’ve spent millions of dollars on the first version of your solution, and it gave us nothing but problems—crashes, down time, glitches, and endless repairs—and now you want us to upgrade to a new version! We’re still having problems with the earlier version. What are you folks going to do about it?”
The product manager responds, “Quality is important to us....”
Scenario #2: ...