Elite management consulting firms (McKinsey, Deloitte, Bain, etc) exist to enable the worst impulses of leadership across the spectrum. The ends certainly justify scrutinizing the means.
"Comcast customer service has a huge number of employees. I'm not saying there aren't jerks in there, but..."
Devolving corporate responsibility (for the bad stuff) to individuals is of course the corporate preference. But at some point you run in to the "only the best people" problem - McKinsey hires them, trains them, assigns them and pays them, no matter how slippery McKinsey PR is, I keep seeing that name, McKinsey.