1. Management
   1. Performance Matrix Not Acheiveable
   2. Assigning Task to Wrong Skill Set
      1. Predetermine Training and Skills
   3. Quality does not Matter
      1. Uses Fear
2. People
   1. Upset with Management
      1. Feel Not Respected
      2. Ignored by Managers
   2. Upset with Clients
   3. Under paid
   4. Afraid to SpeakUp
3. Environment
   1. Loud-not able to concentrate
   2. Not Ergo Friendly
   3. No Privacy
      1. Client Waiting
         1. Stressful
      2. No Offices
         1. Space too Small
4. Processes
   1. Doesn't work-Needs Improvement
      1. Create a more relaxing Atmosphere
      2. Not allow Clients with Word Processors
   2. Add More Staff
      1. Expand turn time