It’s not the “new normal”, it’s really the “new unacceptable”. Apple does use Agile methdologies, but it’s foolish to let any bugs reach the consumer’s hands. The cost of fixing a bug that reaches production is generally agreed to be 10x cost to fix than what it would be to fix that bug before release. Factor in socialization/awareness factor of any bugs by the consumers (in this case Oliver) and the cost of that bug goes even higher. Agile methodology is there to prevent the very problems we’re talking about. There are “doneness” requirements of every team for every sprint or scrum. Agile demands that “doneness” include not just all dev, test and documentation, but that each team’s product (or part) COULD be released to the public with no problems.
So perhaps this is a case of what we call “scrumbut”, as in, “We did our scrum, but we didn’t cover everything.” And that’s where Product Managers get shown the door.
Apple uses Agile in their Order Management processes quite successfully. (Opinion Insert: this is obviously a VERY important part of what their development operations exist for.) Facebook, JP Morgan-Chase, AT&T, Google and yes, Adobe all use Agile and release often several times a week with no problems.
So, it’s not the “new normal”. And if you look at how Apple develops the software that fuels their actual business bottom line (Order Management), you can understand why my first response to Oliver was that this shouldn’t happen and that Apple is better than that.