There are some activities that always needs to be taken care of in time. Such as customer support. I wonder how do they do those tasks. If there are no excepted level of work, some tasks might go undone.
This is the mild version of the "If there wasn't a God and a Bible and a Hell, we'd all kill and steal from each other all the time" argument.
1) People do exist who like to do customer work and want to do customer work. If they're sought out and given internal support--and it's not really that hard to convince decent engineers to provide that on their own initiative--they will handle it fine. Same goes for things like office management.
2) If some tasks go undone, it's because no one was interested in producing a finished, polished version of the product into which those tasks contribute. If no one is interested, then the product is far less likely to be worth producing.
I am one of those people. I like helping our customers. But, liking something and working on something when you feel like it is very different than having a consistent support response time of 15 minutes.
