"There is no such thing as a non-trivial, bug-free, program!", Norm Olsen, 1990

Thus I wrote describing the third release of our coordinate conversion engine, CS-MAP. At the time, I was calling attention to two facts. First, the low number of bug reports received concerning CS-MAP in the previous 2 years (one). Second, that past performance is no guarantee of the future.

Like thousands of other reputable software firms, Mentor Software works very hard to produce "bug free" products. Technically, the objective is achievable; practically it is not. The testing required to produce a non-trivial bug free program would: 1) make the product obsolete even before it was released, 2) require it to cost more than anyone would be willing to pay (even for a "bug-free" product), and 3) deny users of useful functionality for months while the testing winds its way to a long drawn out conclusion.

The end result is one of the tough decisions a software engineer has to make. How much testing is enough? In how many different environments does the whole testing cycle need to be completed? Following a fix, how much of the entire test cycle has to be repeated? How many beta testers is enough? Have the beta testers been actually using the program? There are no cut and dried answers to these questions; customers will inevitably encounter a bug. So what you do in response to the bug report is just as important as trying to prevent them in the first place.

At Mentor Software, in addition to being sympathetic (and very embarrassed) our policy is to:

1. Own up to the error and let folks know.
2. Correct the problem immediately.
3. Distribute the correction to all users, at no charge, as soon as it has been tested.

Prior to the implementation of our Internet marketing program, the cost of doing the above was prohibitive. Now, it can be done at virtually no cost at all. So, be sure to check our product sites occasionally, especially if you have reported a bug. In addition to the latest update to all of our products, you’ll find a list of all reported problems, and the status of their correction.

Till next time,