It's late in the evening. I am heath conscious, my kids are not. Kids win. We walk into a KFC outlet in Bangalore. No serpentine queue! (Yes there are fast food joints in Bangalore that are near empty on Weekends!) One kid wants the regular crunchy chicken and the other hot wings. So I ask the person at the counter to give me a regular bucket that contains both. No! Can't be done. Why? He doesn't know. Just can't be done. Company policy I suppose. I try to offer logic: "The price of a regular bucket of both varieties is the same. So just mix them up. You don't lose anything." - water on duck's back. Finally I settled for one; Hot Wings can wait for another day - if I return, that is. Copious number of management books are churned out from the press in USA and Europe. I am not surprised. Why? Because with this kind of front-end service, these companies will need lot more education.