A Simple Definition of a Defect

Accept all customer complaints as valid and objectively determine an appropriate response.

It is easy to argue about the definition of a defect and who is responsible for its resolution.  It is not uncommon for employees to take the position that the customer doesn’t understand, or that is not what it is intended to be used for, or that is a feature, not a problem.  The list goes on and on.  Ultimately, the only thing that matters is that the customer’s issue is resolved.  Defining a defect as any deviation from a customer’s expectation eliminates the internal arguments and places the focus on the customer where it belongs.