Ken,
Your postings (I won't call them contributions) approach the level of "troll". This is a shame since if you would only give reasoning then maybe I would consider taking your "viewpoint" into account. As it is, you just seem to sprout ignorant crap.
As far as "arrogant frontline staff" go .. well in the last couple of weeks, if your revered managers had listened to those arrogant "know-it-alls", QF would have saved itself over a million or two dollars of un-necessary pain in just one incident.
But then, you'll ignore what I say because it doesn't fit in with your view of the world, eh?
N