And Mr. Bezos is right. Behemoth companies often rely on paper procedures (manuals) to guide staff, thus diminishing the roles of roles of humans up the chain of command in the "next decision" process. This can work well for technical aspects (check lists, repair manuals etc.) but often not very well when dealing with human factors. There is still a wide aversion to empowerment of employees in many corporations albeit often for good reasons (education levels, intelligence, motivation......).
At the end of this, I most dislike the Chicago Aviation Police bully-boy who decided that as brute force capabilities were the reason for his existence, applied his fall back situation resolution skills to the weak.