Defining quality metrics is one of the fundamental and most important tasks for QA managers.  However, business goals and customer experience often get neglected while identifying QA metrics because of the silos QA teams work in.  Quality assurance is not just about testing and finding bugs, it is in fact, crucial to the success of the business itself. But again, too much focus on alignment with business goals while defining QA metrics can put excess stress on the QA team and adversely affect their productivity. If for example, the prime business goal is customer satisfaction, then finding customer defects is more important than the cost of finding those defects. While ‘customer defect metrics’ is important in this scenario, time taken to find these defects can’t be ignored. So, productivity related metrics still need to be considered