Now, in business, we are used to doing things often unilaterally, and not worrying too much about the effect on the end user, and the vast majority of us certainly do not worry much about the response of the customer. If you issue a decree to your employees, they are expected to follow it. That is one of the reasons many organizations have very standardized feedback loops: they are good for scrubbing the anger out of most feedback. HR does a wonderful job of that.

Read it all on the FASTForward Blog