How Usability-Focused Companies Think
http://www.uie.com/articles/how_companies_think/

User Interface Engineering
1997

Abstract:

In our consulting work, we’ve noticed that some companies build usable products through the heroic efforts of one or two individuals. Although the end result is desirable, the products suffer when those individuals leave the company. Other clients have established strict processes that are supposed to promote usability. However, because the company has imposed these processes on developers, individuals follow them in letter but not in spirit — they just don’t buy into them.