The organizational impact due to poor software quality(saasinterrupted.com)
saasinterrupted.com
The organizational impact due to poor software quality
http://saasinterrupted.com/2010/02/01/the-organizational-impact-of-poor-software-quality/
1 comments
Thoughtful... but I'm more inclined to believe that the company with said diagram has an organizational problem with regards to handling support requests.