Yup. How do you get to zero defect if you don't? The point is to eliminate support calls by root cause analysis:
* is the software borked?
* are the doco's borked?
* is the user community too poor/uninformed/unsupported to generate the answers without developer involvement
The devs are a key part of determining which of these things is the root cause. If they don't talk to the people who matter (the customers) how can they help solve the problems?
* is the software borked?
* are the doco's borked?
* is the user community too poor/uninformed/unsupported to generate the answers without developer involvement
The devs are a key part of determining which of these things is the root cause. If they don't talk to the people who matter (the customers) how can they help solve the problems?