It is a good thing if Larry Kellner is indeed basing rewards on quality outcomes. It is increasingly common to only measure short term financial performance. This results in perverse incentives, such as ChrisH describes. For example, cutting staff hours generates a bonus for the manager, even if complaints go through the roof. This is what happened to the banks. They paid bonuses for short term gains, but no attention was paid to the bizarre and highly risky nature of the the derivitives they were trading. Sooner or later this will get even more serious and this will result in a safety issue. Suddenly, we will wake up and smell the coffee, just as we have done with finance. Sadly, we are likely to have a bunch of dead people into the bargain.
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