“[…] I am responsible for the profit and loss of my unit, so I make sure that my unit has work. If my unit does not have work, I have no work and I have failed in my responsibility.   “When month-end comes, I don’t sleep if we have expenses …

“[…] I had set goals for the south division—one of which was that our service would be excellent so that no one would complain about us.  “I have this goal in my head; but when they decided to station all workers closer to home, the workers became more laid-back. Sometimes …