Dazed,
I'm not saying the AOA has done or is doing a perfect job. There will always be mistakes made by both sides of any dispute. However, I think we have given in to the company far too many times and the time has come to stand up for ourselves and our professional careers. Management have proven time and again that by giving them what they want means, they take, take, and take some more, nevr giving anything in return. I'm not a militant, but it's been proven that capitulation will get us nowhere fast! I'm open to any ideas other than capitulation!
Wizofoz, yes my name is rarely on here, but you'll not I have been registerd since some time in 99, not May 2002 as many on this particular board seem to be.
Oh yeah dazed there is another great book out there which I'm sure you have heard of, written by Gordon Bethune, "From Worst to First". The problems he faced, most of which are acreditted to Frank Larenzo, are very similar to current day CX! Marty Levitt's book is worth a read as well!