call100, I may very well know who you are talking about when you talk about 'DH Slackers' but not everyone reading your comments will. I'm sure you don't mean to give the impression that all DH staff are a waste of space but that is a danger when using such general terms. Most of the staff I know in DH are as dedicated to the business as anyone, and I know many Middle Managers who feel as frustrated and disenfranchised as most. Apart from the terminology you make some excellent points and the craze for outsourcing is ruining the quality of the service.
The target setting for the business (not just the bonus) has been unrealistic since 2003 to say the least, hopefully this may now get back on track.
The situation BIA is in now is the result of years of complacency going back into the 90s. The steering of BIA has been in the hands of a few misguided individuals at times. There has been a heads in the sand approach coupled with a lack of ambition and foresight.