Evidence Over Attestation
“Clear failure states, quiet recovery, and no punishment for a customer's caution.”
These three things are what the fix looks like when it is designed to protect the customer rather than the server.
More lines from the same part
- “The machine can do the arithmetic but only competence knows what the number means.”
- “Attaining maximum efficiency while heading in a direction no customer asked for.”
- “Excellence is judged at the customer's fingertip, by a person who owes you nothing.”
- “Hold the line at midnight when the output looks perfect and the gate says no.”