[mannykannot]

I think there is room for some balance. If not doing what the user wants is not part of the defect rate, then maybe you are not defining defects properly. According to the principle of the separation of concerns, management's other issues are best considered as non-quality constraints on the overall process. That leaves the user experience - but what user does not want a product that is pleasant and efficient to use, all else being equal? (But beginning, casual and experienced users have different ideas of what his means, so it is probably better to treat it as a separate concern.)