FTG - I do get it, I agree with part of it but I don't agree with all of it. I do not defend the airports either, they are mostly poo-holes.
I think you make some good points and it's these I said earlier I will think about to tailor my own interactions with the public wherever necessary. Having travelled fairly extensively myself, I'm at a loss as to where the border control experience is any better than the UK but hey ho.
I will search out the 'Competitive Advantage of Nations.' You never know, perhaps I'll make it to the dizzy heights within my organisation and it will help form some of my thinking around the strategic and tactical problems faced by my service.
Thanks,
QP