Quality is not identical to freedom from errors. A software product that does not even conform to its formal requirements could be considered of high quality to some of its users. Improving quality is so difficult because organisations tend to lock on to a specific pattern of doing things. They adapt to the present level of quality, they don't know what is needed to change to a new level, and they don't really try to find out. The patterns adopted by software organisations tend to fall into a few clusters, or subcultures, each of which produces characteristic results.
Cultures are inherently conservative.
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