FlyANA I've observed that kind of 'modern management' for 30 years across a wide range of business types, when I working in Telecoms/IT. It's the way they 'do' mgmt these days when the 'drivers' (as they like to say) are the share price and/or 'RoI' that generate a pat on the head and a bonus.
If you have a majority of people at the top who have not worked their way up in the business - and CARE about the customer - it doesn't go well. They all parrot about the customer but all the customers know this is not true. Since the Directors are customers of other companies that ignore their customers, it dows make you wonder how they don't work out how easy it is.
[ NOT speaking specifically about Monarch, simply what I have observed in organisations as diverse as local government and international merchant banking.
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