The ROI of Usability
http://www.upassoc.org/usability_resources/usability_in_the_real_world/roi_of_usability.html

Usability Professionals Association

Abstract:

ROI - Return on Investment - is one way of looking at the value of usability to a business. This article was originally published in the Winter 2002 User Experience Magazine as part of 'Return on Investment for Usable UI Design' by Aaron Marcus.