they have never bothered researching the demographics of their most critical workforce
Max1, you're making a big assumption about our mangers mindset. TFN thinks he's running a call centre. After all, controllers are unskilled people taken off the street and given a quick (but lets make it quicker, save some money!) internal training course. They then do a rigidly prescribed job by simply following a set of rules
. The
important people sit in offices making Big Picture Blue Sky/Greenfield Paradigm Shifting Synergistic/Holistic decisions.
NB