Angry SAS customers - when an answer is not an answer

Chapter 8 in Cases on Management, Leadership and Organisations:
The realities of organisational life seem a far departure from what is taught in the classroom, particularly if one has never before worked for an organisation.
The examples presented in this book bring to life the challenges of managing and leading organisations and are relevant for students who must learn to analyse, discuss and assess what takes place within organisations, what ought to happen and why certain strategies fail.
The book contains 24 case studies from a range of organisations, some anonymous and others known. Among other things the case studies include profiles of leaders or managers, the organisational structure, decision-making and information flow in each organisation. The businesses covered range widely, from anonymous government offices to the arcane peculiarities of university departments and to vast shipping conglomerates.