Repeat Incidents Are a Leadership Smell

We shipped a release, something broke, customer service called, and we fixed it ... then the same issue hit the next release and we applied the same fix again. That is the moment this became clear for me. Pager rotation answers who gets alerted, and reliability answers why this happened again. A release went out, something broke, customer service called, and the team responded. We fixed it. Good response, bad reliability. The same issue happened on the next release with the same customer-service