Case 1: The “EasyWhiteBoard” software package for teachers, just launched two months ago and is installed in 100 schools. The development team just returned from a week in Langkawi, of their vacation bonus. But, there is suddenly receiving daily complaints from the “EasyWhiteBoard” maintenance team. They claim that the lack of failure-detection features in the software, in addition to the poor programmer’s manual, have caused them to invest more than the time estimated to deal with bugs or adding minor software changes that were agreed as part of purchasing contracts with clients.

Case 2: The latest version of loan contract software is really accurate. The EasyLoan company have already processed 1500 customer requests, and check each of the output contracts. There were no errors. But, they did face a severe unexpected problem – training a new staff member to use this software takes about two weeks. This is a real problem in customers’ departments suffering from high employee turnover. The project team says that as were not required to deal with training issues in time, an additional two to three months of work will be required to solve the problem.

Answer the followings: 

a) Discuss your answers, what are the common characteristics between the cases. 

b) Based on the McCall’s quality factors, suggest and describe the quality factor that could fill the gap.