Responsibility is pinned on a few expendable front-line staff, all conveniently sacked in advance.

He also said that some of the front-line staff, in their initial excitement, may have had unrealistic expectations.

They will also need to focus on addressing upstream investments such as training facilities for front-line staff.

Dunn says, "If you only train front-line staff, they say, 'Yeah, I know this now, but what about my supervisor?' "

More structured customer service training is also provided to all front-line staff so that all visitors have a rewarding and enjoyable visit.

We'll instil a sense of behaviour among the front-line staff too as to how to behave with the commuters," said Raghvan.

There does seem to be some discrepancy between the official policy of many insurers, and how their front-line staff interpret it.

We also do not make good use of the creativity and ideas of front-line staff working in public services.

A hand-hygiene audit completed in February 2012 found that front-line staff in hospitals do not sufficiently wash their hands.

For the first time, customers collected goods from the shelves themselves and stores no longer had to rely on the quality of their front-line staff.