"The quality of your company’s software has a direct impact on the quality of your company’s financial results. You know it. Management knows it. And the importance of quality will only continue to grow with the need for 24x7 operations, high availability requirements, aggressive service-level agreements, and the need to roll out innovative new web-based services."
This was the first paragraph of a paper I wrote in 2005 about how to build your organization around a Testing Center of Excellence.
15 years on, we are still struggling with these concepts. The focus has turned towards project outcomes rather than business outcomes. Reasons include faster release cycles, more complex technology, and more technically astute end-users, with the result that QA lost sight of who was really using their applications.