It seems like just another product of a briggs management focus group or think tank, with predictably facile results. Caspa not actually being wanted by the vast majority, the back office fill their day with unwanted, unwelcome calls to engineers that just sap morale and actually reduce efficiency. In the short term it does, in the managements eyes anyway, reassure them that they are rooting out the odd bad apple without actually looking someone in the face and having a discussion. Just get back to service management knowing their engineers, knowing their customers, communicating and...errrrr "managing", or is that too much to expect