Any person who worked directly under another person knows that almost all people have good days and bad days. Nothing but most believe that logic. We all sometimes get on the wrong side of the bed. In fact, however, may have very little these days and should do wrong should never be at work, especially true for professional leadership quality.
Means of quality: price, character, and specificity. These three words hold a lot of power alone. Coming in behind these three, three and just as powerful: excellence, personality and ability.
I'm not sure I fully understand your comments but when it comes to job performance in many aspects of the business operation I believe the expectations are out of hand. We it seems to me expect people to perform at the same level as a computer. I dealt with managers and employes who are brainless in the sense they have no decision making power they only have a script that they follow and they can't vary from that script. Just like these online help databases, they don't have all the answers so much time is wasted trying to find a human that can actually make a decide.