i think this is overblown already but im all for companies getting punished like this. They need to give their frontline more decision making capabilities and understand when the target is not hit because of it.
Situations like this are almost always caused by some executive who is about 10 layers away from a customer issuing a directive. That executive usually has no idea about the implications of said directive.
Situations like this are almost always caused by some executive who is about 10 layers away from a customer issuing a directive. That executive usually has no idea about the implications of said directive.

