There's been a host of failures leading up to where we are now. Too much complex change at once. Not enough planning and scenario analysis. Not enough system testing. Wrong approach to implementation. Failure to fully understand the impacts of decisions. Failure to resource up to meet customer needs. Too many issues that need manual intervention rather than being capable of being resolved online by users. And that's just part of the problems.
The question is how much latitude Danny really has. He reports to the new-ish CFG COO, Roel de Vries. Roel reports to Soriano. I doubt Danny took decisions unilaterally. So I don't think he should carry the can for any failures. Perhaps he just had to do what he was told, despite any doubts or misgivings he may have had. It's more important we learn lessons from this and that Roel de Vries builds an operational organisation that matches the football one. He's starting from a pretty low base so any improvement would be welcome.
My concern, as I've said before, is that there should be two separate organisation units. One specifically for City and another for the rest of CFG.
I couldn't agree more with the first paragraph of your answer mate.
I also think for far too long, we as match going fans have put up with at best mediocre service both in the ground and by the customer service part of City. This shit show with the tickets has brought it to a head and I think things will now change. I really hope so. We have a team and a club to be truly proud of, it now needs to be matched off the pitch. We need to keep the pressure up.