[afarrell]

> There is no excuse to not have a fixed set of KPI's with a well defined end-state that includes a full return to normal.

To say that someone "has no excuse" only makes sense once you have at least as much understanding as they do of the context in which they are making decisions. Anger makes it easy to ignore others' perspective. Anger makes it easy to fool yourself into thinking you are holding others accountable skillfully.