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Management's thinking can't keep up with reality. They come up with a bunch of out-of-touch rules and often arbitrarily reassign the people below them for no reason. They completely fail to understand the difficulties faced by those doing the work and show very little empathy. It's bad enough that they can't get things done and don't think through their actions—they also have no sense of responsibility. When employees follow the company's SOP and a customer voices even the slightest complaint, the supervisor immediately throws them under the bus and joins the customer in berating them. Sigh! Not every supervisor is broad-minded enough to let things go.