The One That Got Away

[article]
Summary:

Many testers have been involved in post-ship decisions about bugs that “got away” – bugs that escaped testing and found their way into customer’s hands. Often, these post-mortem discussions end up with finger pointing and threats, but with the right focus, these discussions are a wonderful opportunity for learning and growth.

My manager, Nick, knocked once on the door and entered without waiting for a response. All he said was, “Larry wants to talk to us.” Larry was Nick’s boss—the person running our organization—and from the expression on Nick’s face, I assumed Larry was angry.

“Angry” was an understatement. Larry slammed his door as soon as we entered and gritted his teeth. Then, in his best attempt to keep his volume from disturbing the workers in neighboring offices, said, “How in the world did you miss finding that bug?”

For many testers, this is a familiar scenario. The product ships, you have a party, and everyone on the team feels good about how things are going. The next thing you know, someone in a suit is slamming a door and asking what’s wrong with the test team.

I let Nick do the talking with Larry. He had a great way of calming Larry without admitting any specific mistakes or passing the blame to anyone else. I, on the other hand, wanted to punch Larry in the face and say, “I’m fairly certain that the test team didn’t put that bug—or any other bugs—into the product. You’re yelling at the wrong people!” I held my tongue, vowed to lead some efforts to investigate the root cause of the problem, and quietly walked back to my office.

Whose Fault Is It?
There was some truth to what I was thinking. Testers cannot be a safety net put in place to catch the bugs that fall through from the development team. The fact is that software ships with bugs, and there is no way to find every bug before shipping. Of course, testers should find the important bugs and use a risk-based approach to discover those issues, but some issues will inevitably find a way to sneak past the product team and into a customer’s hands.

You can’t really put all of the blame on the development team for putting the bug there in the first place, either. It’s an easy argument to make, but developers are just as human as testers (and everyone else, for that matter), and they will make mistakes, too.

Perhaps a better place for blame is on analysts or program managers who created the ambiguous requirements that ultimately manifested in the software. But, that tactic fails as well, both because of the human factor and the fact that bugs take a multitude of forms other than misinterpreted requirements.

The truth is that the responsibility for the bugs that the suits are fuming about falls on everyone. Sure, a bug in the wild exists because someone made a mistake, but trying to pin the blame for a bug on one person or one team is rarely worth the effort. The bug found its way into the product, and nobody discovered the bug before releasing to customers. The bug "got away," a customer found it, and now people are angry.

At this point, everyone on the team needs to take responsibility for determining what happened. The focus should be on discovery of what went wrong, not on placing blame or making excuses. Something undesirable happened, and it’s much better to use the experience for learning rather than an opportunity for venting anger. Team members worked together, did their best, shared their strategies and approaches with each other, and unanimously agreed the product was ready to ship. When (not if) a customer finds a bug, don’t look for blame. It's just something that happened and, more importantly, something to learn from. There's a reason or cause for the introduction of the bug,

About the author

Alan Page's picture Alan Page

Alan Page became a tester in 1993 and joined Microsoft in 1995. At Microsoft, Alan has worked on versions of Windows, Windows CE, and Office Lync and has functioned as Microsoft’s director of test excellence. Alan is currently having a blast as a member of the Xbox team. Alan writes frequently about testing on his blog and is the lead author of How We Test Software at Microsoft.

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