Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations have been printed with initial capital letters or in all capitals.
The author and publisher have taken care in the preparation of this book, but make no expressed or implied warranty of any kind and assume no responsibility for errors or omissions. No liability is assumed for incidental or consequential damages in connection with or arising out of the use of the information or programs contained herein.
The publisher offers excellent discounts on this book when ordered in quantity for bulk purchases or special sales, which may include electronic versions and/or custom covers and content particular to your business, training goals, marketing focus, and branding interests. For more information, please contact:
U.S. Corporate and Government Sales
800-382-3419
[email protected]
For sales outside the United States, please contact:
International Sales
[email protected]
Visit us on the Web: informit.com/ph
Associate Publisher
Greg Wiegand
Acquisitions Editor
Katherine Bull
Managing Editor
Kristy Hart
Project Editor
Jovana
San Nicolas-Shirley
Copy Editor
Gayle Johnson
Indexer
Lisa Stumpf
Proofreader
Water Crest Publishing
Publishing Coordinator
Cindy Teeters
Cover Designer
Alan Clements
Compositor
Nonie Ratcliff
Library of Congress Cataloging-in-Publication Data:
Papows, Jeff.
Glitch : the hidden impact of faulty software / Jeff Papows.
p. cm.
Includes bibliographical references.
ISBN 978-0-13-216063-6
1. Computer software--Quality control. 2. Manufactures--
Defects. 3. Information technology--Management. I. Title.
QA76.76.Q35P36 2010
005--dc22
2010025053
Copyright © 2011 Pearson Education, Inc.
All rights reserved. Printed in the United States of America. This publication is protected by copyright, and permission must be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. For information regarding permissions, write to:
Pearson Education, Inc.
Rights and Contracts Department
501 Boylston Street, Suite 900
Boston, MA 02116
Fax (617) 671-3447
ISBN-13: 978-0-132-16063-6
ISBN-10: 0-132-16063-3
Text printed in the United States on recycled paper at R.R. Donnelley in Crawfordsville, Indiana.
First printing September 2010