Organization in the Way: How Decentralization Hobbles the User Experience
http://www.adaptivepath.com/publications/essays/archives/000351.php

Merholz, Peter
Adaptive Path
2004

Abstract:

Contrary to all the books, articles, Web sites, and workshops that suggest otherwise, the biggest problem in user experience design today is not one of practice. Any competent practitioner can dip into the current toolbox of methods and create a satisfactory product. Right now, the biggest obstacle to good design is poor organizational structure. The fundamental makeup of most organizations runs contrary to producing quality designs, and as organizations get larger, this becomes increasingly apparent.