Define Defects in Customer Terms
Translate vague quality expectations into measurable, customer-relevant defect criteria.
The reframe: a defect is failed usefulness, not only failed paperwork. Internal checks are necessary, but they are not enough. The closer a criterion sits to customer use, the more likely it is to prevent expensive rework. Start with the requirement the customer experiences A customer-relevant defect definition names the promised outcome, the allowed variation, and the evidence source. It avoids soft language like clean, complete, high quality, or ready unless those words are backed by measurable conditions. Use RCA to find what your gate should test Root-cause analysis connects the defect definition to process conditions. If customer impact comes…
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