https://keithkeekw.github.io/tags/quality/ Recent content in Quality on Keith Kee KW Hugo en-us Sat, 01 Aug 2026 00:00:00 +0800 https://keithkeekw.github.io/posts/2026-08-01-bad-agent-or-bad-system/ Sat, 01 Aug 2026 00:00:00 +0800 https://keithkeekw.github.io/posts/2026-08-01-bad-agent-or-bad-system/ <p><em>Never attribute to malice what is adequately explained by ignorance or error.</em></p> <h2 id="the-qa-review-everyone-has-sat-through">The QA Review Everyone Has Sat Through</h2> <p>The weekly ticket review. The dashboard is up. A ticket scored 1/5 on technical accuracy. The agent recommended a workaround that didn&rsquo;t fix the problem, and the customer reopened the ticket twice.</p> <p>The manager looks at the name on the ticket and says: &ldquo;We need to talk to Sarah about this.&rdquo;</p>