chapter 1 Introduction -- chapter 2 Measuring Software Quality -- chapter 3 Software Quality Practices -- chapter 4 The State of the Practice -- chapter 5 A Software Quality Benchmark -- chapter 6 1A Definition of Customer Costs -- chapter 7 Quality and the Cost of Developers -- chapter 8 Quality and Profitability -- chapter 9 Calculating Return-On-Investment -- chapter 10 Example ROI Calculations -- chapter 11 The Quality of Open Source Software -- chapter 12 Making the Business Case.