Ancient Observer, I’d probably agree that it was an indication of a company / customer focused mindset over one that's more jobs-worth / union minded, if that also translates to a better quality I couldn’t say.
When it comes to quality of service within BA, for me, the issue is one of lack of consistency, it’s either excellent or dreadful (more often than not simply middle of the road).
I believe this is the inevitable result of a service company where its staff are not promoted on merit and generally have to break a law to lose their jobs. It isn’t easy to get fired from BA... sloppy or surly service wouldn’t do it that's for sure.