In this article we describe the implementation of software development bug tracking via WebPT/Continuus, in a development organization of about 200 developers, testers and managers of various ranks. We emphasize the interplay of technology, procedures and human nature, and describe our experiences and lessons on how this interplay affects the continuous quality improvement process. Often times, the implementer hears complaints about the tool not being user-friendly. In some cases, the implementer-committed to the tool-will perceive this as a case of a user being not process-friendly. Both responses may have a high emotional content. Who is right?
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