[ForgotIdAgain]

I guess the point of view is that if a department is well running, it means it is overressourced. So you reduce the ressources until it's breaking point, just enough for it to not fail. A jaded service manager told me it was part of its official training: if the clients was too satisfied that meant that human ressources were wasted on them, so he had to spin plates between clients. I guess it was economically optimal.

[eloisant]

This is a short-term view approach and can really hurt a company on the long term.

It's also why US car companies are a wreck.