Yeah, I'm pretty shocked by your response as well.

There is more to management's responsibility than writing the employee manual and issuing the paychecks.

When you have an odd employee here or there that does a poor job it's that employee who has a problem. When you have a group of twenty thousand employees who, as a group, frequently fail to live up to the customer's expectation then you have to look for a reason beyond the individual employees.

Management must lead. When they fail to lead the individual employees all go off in their own directions. The best manageers understand that their employees must be motivated and that ethusiasm must be cultivated or it will evaporate. This is particularly true in periods of crisis such downsizing, layoffs, and when pay, benefits and working conditions are being cut back.