I disagree with the author, all of those bugs they list cause people to get upset. Not harm. You are talking about the cost of quality. Software quality comes

I disagree with the author, all of those bugs they list cause people to get upset. Not harm. You are talking about the cost of quality. Software quality comes at a cost. It's up to the business to determine how much it will spend on quality. If we had a zero bug policy in non safety critical applications the cost of goods would be too high.