ABX,
Sorry, i haven't checked the original thread, but a full case-study highlighting the failings in leadership surrounding the whole incident can be found here:
http://www.crm-devel.org/resources/p...e/darkblue.htm
(Sorry, can't get the link to work)
I think the case study is still used at Bentley Priory (if it's still there) on FSOC/FLAC/FSS-type course. It certainly used to be.
Uncle G