Many penny wise and pound foolish decisions being made every day. Executive management doesn't really understand that in a services business the first and foremost thing is having people that can deliver. Decisions such as firing all the work-from-home workers to improve "collaboration" when HP was the one that sent them home by closing their offices doesn't inspire people to provide service excellence. You get service excellence by treating people honestly and fairly, make decisions that make sense that they understand, and compensate them appropriately when they do provide that excellent service you desire.