For an successful airlines accept that the principles of marketing should provide a framework for all they do, and set out to apply these principles and as as possible.

An informal structure in a bureaucracy would be something like so-called "office politics". where there's a formal structure set up for the organization, but then an informal subculture as well that has a way of organizing the bureaucracy further. this can be positive because it sets up an added degree of organization, albeit informal, within the bureaucracy.

The answer is congress